from United States - September 29, 2019
Flew Economy Class
Booking travel with IcelandAir, exercise caution. In April, we bought from IcelandAir to celebrate our twins’ graduation from HS. In mid May I had a stroke. My doctors said not travel as my recovery is 9-12 months.
We called IcelandAir asking for a refund. We were told no, but our option would be to change our tickets. They had to be used by April. We asked to speak with a manager and were told no.
We proceeded to email about an option to have 60 days to rebook. The agent said the system would’t allow this to happen. I asked could they make the decision to override the system as my recovery would take longer. We were told no. I found the dept mgr and director of customer service. I emailed the mgr and received no response. Two weeks later, I emailed the director receiving no response.
I disputed the purchase with my credit card company to force mgmt to respond. IcelandAir responded to my CC with the booking rules. I lost my dispute. If you have a problem with IcelandAir, book with caution.
from United States - June 26, 2019
Flew Economy Class
Excellent customer service. Very comfortable planes, reasonable prices.
from India - May 5, 2019
Flew Economy Class
Horrible airline. Will never fly again.
Ground service staff in KEF are rude, un-cooperative. They don’t even bother to print your boarding pass and luggage tag – you have to do everything, including putting your checkin bag on the weighing scale and pushing it on the conveyer. The ground crew observe and just wait for opportunities to squeeze more money from you. Nothing else.
At the boarding gate, the crew insist on measuring your cabin baggage and seize even the slightest opportunity to bill you if your bag is off even slightly.
In-flight service is just not worth it. On a 6-hour flight, all I got was a 200 ml bottle of water and 1 coffee. Not even a snack – everything is only “On Purchase”. Added to this, no blanket is provided and the seats do NOT recline.
Mr. Icelandair CEO: Are you listening? You should be sacked!
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!