from Canada - September 25, 2018
Flew Economy Class
I had a terrible flight experience with this company. – they downgraded my ticket twice without notification so I had to pay 120 $ from Montreal for 23 kg luggage and 88 Euros from Paris for the hand luggage. – they claim the soft-drink is free. It is not. First half of glass of Pepsi is free but you have to pay for the second one; – food is terrible and expensive. Few passengers actually order food; – water that I got went bad, probably because was bottled long time ago. – I cannot rate the flight attendants because most of the time they have nothing to do; – in Iceland boarding and debarking were done on the tamarack because the airport was full of obstacles which made impossible for the airplane to make to the terminal; – Icelandair officials are not able to give right information and what is written on the boarding pass does not always coincides with where the boarding takes place. – seats are not reclining and the space between legs is very small; – the only good thing is the entertainment sistem.
from United States - September 20, 2018
Flew Premium Economy Class
For over 3 months in advance of our trip, I attempted to contact IcelandAir about a concern I had with our names on our tickets not including our middle names. I tried calling IcelandAir which would either lead me to being hung up on due to high call volume, or being told I would have to wait over an hour on hold, and THEN, end up getting disconnected. The ONLY way I was able to contact ANYBODY at IcelandAir over 3 months before our trip was through TWITTER! That’s right. An airline’s ONLY WAY TO SPEAK TO CUSTOMER RELATIONS IS THROUGH TWITTER! IcelandAir’s website is still confusing, and their response to my basic question about ticket names was vague and unacceptable. They told me to “take responsibility.” I took responsibility by inquiring about this 3 1/2 months in advance. It’s not my responsibility for being confused and not able to get a proper response from the airline. That’s on IcelandAir. A couple of months later, after several more attempts at calling them, I had ANOTHER TWITTER CONVERSATION, which somewhat answered my question finally. I then picked out the seats I wanted and had an e-ticket for myself and my wife with our seats printed on it, only to find out the DAY BEFORE OUR FLIGHT HOME FROM EUROPE that those seats weren’t actually ours, and we’d be seated 15 rows apart! After dropping another $430 on business class seats, I ended up having to pay an additional $55 just so that we could sit in the seats we had already originally picked and had printed ON OUR TICKETS! We flew with FIVE OTHER AIRLINES within 2 weeks of our European trip, and had absolute ZERO issues with every other airline, and ONLY had issues with IcelandAir, that began and continued through over 3 1/2 months from booking until take off. The response I got over email (email!! AMAZING!! which was only available AFTER dropping $430 on business class seats) about our non-business class seats on our first leg flight was “we cannot guarantee any particular seat. We reserve the right to assign or reassign seats at any time, even after boarding of the aircraft as we sometimes have to change aircrafts.” Then why exactly did your website allow me to pick seats and then print them on our ticket!? They didn’t change aircrafts .We literally had nothing but extreme anxiety during our ENTIRE TRIP knowing that we would be flying with this terrible airline who has nobody to speak to in customer relations and could care less about the customer entirely anyway, which has been shown through their complete lack of responsibility. I will forever tell EVERYONE considering to fly with IcelandAir to LOOK FOR A DIFFERENT AIRLINE, because ICELANDAIR IS A NIGHTMARE!
from - September 14, 2018
Flew First Class
I am a seasoned traveler both business and pleasure over the last 45 years. I am retired now but reached a point of absolute confusion regarding my paid reservation with Icelandair. I totally understand that most, if not all, airline tickets are non-refundable but on those few occasions I have had to cancel a flight I have always received a future credit although it had to be used within 12 months. First what I did not know the 12 month date was from booking not the flight reservation date. I do not think it has always been that way but not hear to argue that. My story is that I was joining my wife on a two week business trip to Iceland, London and Amsterdam. She has does this every September including this year. I have joined her before on this trip. We book the trip in April for a September departure. I upgraded my self this time and my total airline ticket cost was over $2400. Recently my eight year old black Labrador retriever has developed cancer and there is no remedy. He is terminal but had a few months to live. Unfortunately the my trip to Iceland had to be cancelled because he needs to be taken care of and no boarding establishments wants to take him because it is too much responsibility. I called Icelandair and explained the situation and they said I could get a credit but had to be used by my original booking date in April. My wife only does this trip once a year in September and I have no reason to fly Icelandair except accompanying wife on her business trip in September. I explained all this to them but they had no remedy the credit MUST be used by April 2019. I explained I had upgraded and very politely asked them if they could consider an exception because apparently they do these on occasion. They came back with a blunt NO. Why is that the airlines have to treat people this way? They wonder why people are always upset and mad at them and the one time they could show a little humanism they can’t even consider it. $2400 is not a cheap deep discount fare. Why do they act like this? How would this hurt them? Why do they want me to spend the rest of my life trying to hurt their business and say negative things of them. Did they think I was make the story up. Even worse. Bottom line this is legal theft. What other businesses get to operate this way?
from - July 10, 2018
Flew Economy Class
Fair Warning: Before you book a trip on Icelandair, try calling their Customer Service Dept. Pretend that you have to make a change in your itinerary, or are responding to a message from them. See how many times you have to call to even get into the call queue. I had to try 16 times. See how long the wait time is. Over an hour, although they don’t tell you the wait time, just your position in queue. Don’t expect an option to receive a callback, their technology is not that far along. You just sit and wait and hope the call doesn’t drop so you can start all over. When you finally reach an agent, they are polite and competent. If you happen to make a comment that you used to work in the call center phone technology group at your business, they might share that there are more Icelandair agents in training, but they are not on the phones yet. Yes, they added several new routes, but did not increase staff in the call center. God Help You if a problem comes up and you need to contact them during your trip. Everything is handled from Iceland, so your chances of getting through on a good phone connection to someone who can solve the problem are slim. No Worries, you say, I’ll go to the airport 5 hours before the flight and settle everything. Wrong! They don’t have employees are the remote airports, they have contractors who have a thick notebook of phone numbers to call. And the contractor is put on hold or transferred here and there, and your problem is not resolved. In the end, they cancel your ticket while you are face to face with their contractor who is on hold trying to resolve your issue! I suppose that its possible to book a trip, pay online, have a nice flight and never need to call them. Maybe that would be a nice experience and deserve a good review. If that doesn’t happen, and you need to get in touch by phone, good luck. I would not book a trip with Icelandair unless Aeroflot was the only alternative.
from United States - March 23, 2018
Flew Economy Class
I BOOKED MY FLIGHT LAST AUGUST, CAREFULLY CHOOSING MY SEAT. THE DAY BEFORE THE FLIGHT THEY CHANGED MY SEAT ASSIGNMENT. THE GUYS BEHIND ME WERE DRINKING AND TALKING LOADLY, THE GUY NEXT TO ME WAQS SO HEAVY HE COULD NOT FIT IN THE SEAT, HAD HIS ELBOW IN MY SIDE THE ENTIRE FLIGHT. HE DID APOLGIZE, BUT THE SEAT WAS WAY TOO SMALL FOR HIM. THE PERSON WHO GOT MY ORIGINAL SEAT HAD PLENTY OF SPACE. THE JERK IN FRONT OF ME HAD HIS RECLINED THE WHOLE TRIP. WHY WOULD THEY CHANGE MY SEAT LIKE THIS? TERRIBLE SERVICE, WHEN YOU BOOK THIS FAR IN ADVANCE YOU SHOULD BE ABLE TO SELECT & KEEP YOUR SEAT. WILL NEVER FLY THIS AIRLINE AGAIN, ONLY FLEW IT BECAUSE IT WAS CHEAP, NOW I SEE WHY.