Icelandair Reviews 470

This airline claims they’ll take great care of business class customers but it hasn’t been our experience. First, they shove you onto a bus to get to the plane, and you don’t board early, you board with the whole flight. There are many stairs onto a plane (which was fine for us but not for some of the elderly people). On three of the four IcelandAir flights we took, there has been zero Wifi. Ridiculous. When we initially flew out of Milan yesterday, I asked at check in to be able to pick up our bags between stops and in Keflavik, as we had to have an overnight here, they said they absolutely, but didn’t. Then when got to Keflavik. We learned they had not planned to drop them off after all but they said they’d be out in 5 minutes. Apparently we should have magically devised that this is their policy, although they state it nowhere and not one person in reservations or at the airports explained this. An hour later we didn’t have our bags, the baggage staff was indifferent, slow, and obviously did not care. Apparently the people unloading our bags were told to ignore our request as they’d become “busy.” I pushed pretty hard which I know they didn’t care for, but we paid for business class tickets so we wouldn’t be hassled (waste of money). After 1.5 hours, the bags arrived. The staff said well, we usually keep your bags overnight, but as that is not on the website and we weren’t warned, how would we know? After we spent an overnight and returned to the airport, we were again shuttled around like cattle and out in the cold and up more stairs instead of boarding from the terminal. Now we sit and wait as apparently on this transatlantic flight, one of the engines won’t start and they need an assist? How safe is that, really? I would absolutely NOT recommend this airline.

I was forced to check in the cabin suitcase and they promised it would go all the way to my destination. It is now missing and when I waited four hours at destination airport, no agent was avaliable to help. When I called the next day, they told me the luggage was not even loaded! Avoid at any cost!

Bad food and extremely tight seat arrangement

My wife and I flew out of CDG (Paris) with a 1 day layover in Iceland on our way back to US. Overall Icelandair has irrational polices and staff that cannot provide a logical explanation for their policies, nor do the logical things to make their silly policies work smoothly. After boarding at CDG we were informed they do not allow bags to be stowed under seat in front, that is different than other airlines we flew. They told us instead of stowing our bags under seat we should hold in our laps, which seems to defeat any safety purpose of keeping aisle clear. Please imagine the danger of this policy if there was an actual emergency. Besides that, they were not policing the baggage that people boarded with not stored overhead, and they did not reserve any overhead room for those in emergency rows that according to their policies are not allowed to stow under seat. Also, the flight was uncomfortably warm the entire 3 hours, which was surprising given we left a cool place and landed in a cold place. We accepted the situation for what it was and figured we would just need to try to board as early as possible after our layover. Joke was on us because Icelandair is completely different outside of Iceland “because it is their HUB” per customer service person that refused to provide their name for “safety” at check in in Icelandair. Here they were enforcing various different policies that were not mentioned not enforced out of CDG (despite being same airline). They forced us to check a brand new and expensive carry on sized bag (that DOES fit in overhead compartments) and refused to provide any explanation for why that had to be checked here and not on the last Icelandair flight. Overall I would describe Icelandair as a crap show. Some of their policies do not make sense, their agents do not seem interested in helping nor explaining, and this makes me believe there is not a single person in management interested in running their company effectively. We have flown many other airlines that are better. I would say Alaska Airlines makes Icelandair look like a bunch of careless fools.

Booked tickets for myself and my wife and reserved seats next to each other. When I printed the boarding passes we were separated . I paid to get the seat next to my wife and when I contacted Icelandair after for a refund at first they said they would refund me then changed their mind and refused to issue a refund. Extremely poor customer service and a policy of extortion by making you pay for a seat you already had paid for. Avoid this airline.

I'm honestly surprised at the negative reviews here. We booked a flight with them. Somehow the website of the agency messed up and one of the last names was wrong. To my surprise they have a big phone number clearly posted on the website, someone picked up and within 15 minutes the issue was resolved. I have rarely seen such quick and easy service.

The worst experience ever, I traveled to Iceland for my bachelorette party/birthday and they decided to change my flight to a further airport 24 hours before my flight and the only accommodation they provided was to pay for public transportation which I never used before in a big city like NY and with my luggage. They ruined my entire trip. Awful!!!! I will never book a flight with this airlines again. They are useless.

They are the most greediest, trickiest and cheating airline. No wonder they sell their tickets cheaper than other airlines , because who ever travel with them there won’t be next time flight with this airline. Just look at their rating ninety five percent of their ratings is one star. Hopefully one of these days they’ll go bankrupt. Every airline 24 hours before the flight they open their seats to public except some very upgraded seats. These cheap people sell all their seats and choosing middle seats who no one wants for people to force them to buy seats. Then while checking online prior to the flight, they advertise for food to buy(international flight). I am guessing one of these days they will charge people to use the lavatory.
Couple of days ago I had flight with aer lingus. Such a smooth check in on line, easy airport checking, nice flight.
Apparently Icelander has pissed off everyone according to the reviews.
My first and last with these greedy ,cheap airline.

Absolute worst airline , I’ve just tried to change flights for my brothers wedding as his fiancée has ended up in hospital and all I got was a big f you, we can’t do anything and wouldn’t even let me speak to a supervisor , will never fly with them again , shambles of a airline , not a bit of compassion in them whatsoever , I just hope none of their family members ever have an emergency and they have to change flights , won’t refund money or anything , thanks for making me miss my only brothers wedding , 1 star is to good for them

Icelandair broke with their own policies and won't give me a refund. I originally booked a ticket for myself and my wife to London in December 2023 with Icelandair. However, we had to change our travel plans to reroute to Paris. I contacted their customer service in March 2024 to see if I could get a refund or simply change our travel plans. I was told, since we didn't purchase Economy Flex, we weren't entitled to a refund, but I could upgrade and change to Economy Flex and pay extra to go first to Keflavik Airport in Iceland, then purchase a separate ticket from Iceland to Paris. I did that and was notified of the upgrade. Fast-forward to April 2024, we had a family emergency and had to cancel our flight plans. I contacted Icelandair for a refund on the Economy Flex ticket. Their representative let me know I would get a full refund on that ticket specifically, because it was Economy Flex, but I wouldn't get a refund on my ticket from Iceland to Paris, since that was still Economy Standard. I wasn't thrilled, but accepted their policies. Now, I'm told I'll only get refunded the airport tax and will not receive a refund at all for my actual ticket price! They have jolted me around time and time again, and I demand a full refund now.

Paid for business class and got handed off to a discounted airline for the third leg home. Customer service has no authority to do a damn thing! Representatives are like robots repeating lines off of a script with no compassion for your situation.

My recent experience with Icelandair was disappointing. I encountered an issue with my flight booking and sought assistance, but the representatives showed no flexibility in addressing the problem. Despite the error being brought to their attention promptly, they insisted on imposing hefty fees to correct it. The abrupt termination of the chat session without resolution further added to the frustration. Overall, I found their customer service lacking, and I advise others to seek alternatives.

Atrocious customer service!! AVOID AVOID AVOID! You cannot call them and speak to anything - everything is by email and they send you irritating standard responses. I wanted to rebook a package holiday with Icelandair to avoid travelling during very bad weather. They told me initially if I gave them my new travel dates there would be a rebooking fee of £90. Then when I gave them my new dates - I did not want to book anything more than I already had just on different dates they told me the additional cost would be £2,673.

Icelandair has been a delight to fly with, haven't experienced such great service overall in a while unless it's the likes of Emirates (and I've flown with a good few airlines).

The booking process is super easy, and the customer support online is very good. The check-in process is very efficient, all desks were open and manned in Dublin and there were no queues.

The service on board was phenomenal, the cabin crew were super friendly and helpful, a breath of fresh air.

The flight itself is comfortable with loads of leg room in economy. What can I say, the whole experience was class!

Icelandair changed a date of my flight. Why? Changes due to operational reason. But they have flight on my day. Why me? I don't know.
I can understand changing an hour, but date?! 2 months before my flight?

Appalling, deceitful marketing. They're currently advertising a flight sale, from London to Reykyavik for £135 return per person, but if you click on a day on their calendar with the £135 price marked on it, you're then directed to choose from several different flights the cheapest of which is far more expensive than that advertised (the cheapest was £195). Total cheats.

I am US citizen.Never use this airline, no support at airport or you will be lucky to get customer service agent over the phone or over chat, useless you buy there insurance.in my cause I had insurance on this ticket but they refuse pay back.
I lost my property and I have police report.at airport and I end up canceling my flight.I underestimated insurance I bought from airline, it’s a trap to get extra money they are not capable to provide services..I end up waste 4 weeks no return.please do not use this airline.

Just look at all the 1-star reviews to see what a terrible company Iceland Air is. AVOID THEM AT ALL COSTS!!!

IcelandAir changed my international flight times twice for a flight booked more than 4 months out due to "weather". I understand the volcano...but that far out is not due to the volcano. The change in my international flight departure was earler than my arrival time from my connecting domestic flight. They gave me a single option for an earlier flight, which only give me an hour to go from domestic to international terminals. I asked them to get me on an earlier domestic flight and they said I had used my single option already.

Extremely poor customer service and lack of caring from the agents. To be fair, they are just doing what the big wigs are telling them to do.

We will not book Iceland air again. I'll pay a bit more to fly united, American or Delta.

The flight from Munich to Keflavik was pleasant. I didn't expect that a meal would be served in a 3 hour-flight. That was a nkce surprise.

They charged $75 for standard USA carry on luggage meeting their weight requirements.

Their luggage sizes are insanely small, stay away if you are from a civilized country