Icelandair review by R Herron

Terrible customer svc to resolve any issue as flight is in progress & after you touch down. Chat feature takes forever, if you decide to not hold for over one hour on the 1-800#, despite being told it would be a 17 min wait at beginning of call (which just kept repeating). THE PROBLEM was that I paid for Econ Std which gave a checked bag allowance (plus c-on & pers bag). No prob on 1st leg from USA, but on thru-plane chg at KEF, was told by gate agent that NOW my carry-on was too long to fit (not weight). Since already had flown on IA to KEF without any issue (easily fit in overhead) I didn’t understand. No option given to check-in at KEF counter and I was then charged Eur 76 ($87) for the gate agent to check my bag. They randomly selected about 3 thru-passengers for this targeted fee. I KNOW that these gate agents are paid commission out of these exorbitant penalty fees, and probably have monthly bonus quotas to hit even higher commissions. I ran this complaint through cust svc chat AND online portal on IA website to have this reversed. They have NO authority to reverse these charges or inclination to do so. This is egregious and wrong in so many ways, especially since this ticket allowed for one bag to be checked, and I did not use that allowance. My advice would be to only check bags with this airline, and bring only a small personal item for your carry-on. Or, be ready to get in an argument with the gate agent at two or three in the morning when you’re most likely not at your best. The flight was basically uneventful outside of this, but know that Customer Service after the ticket is paid for and flight is underway is not a feature of this airline. :-(