Icelandair Reviews 470

My luggage was 'delayed' because it did not get on a connecting flight. I was OK with that but it never got delivered to my hotel. I called Icelandair's customer service at least three times and all they said was, "We've sent an email." Thankfuully I had a Tile Bluetooth tracker and was able to locate my luggage myself. It had been sittings on a cart at the airport for almost 24 hours. I blame BGO's baggage service too. Not to mention I flew business class and my TV screen didn't work.

DO NOT FLY WITH THIS AIRLINE !!! They cancelled a seat I had on a flight from Reykjavik to Seattle and made me buy another ticket, after THEIR agent in Nice said that I was fine to not take the first leg of the journey (London to Reykjavik) as I needed to change that. I was left at 9.00pm at the airport in Iceland with no transport and spent an hour driving with a taxi to try and find a hotel room without success so had no sleep as I sat on an uncomfortable chair in the airport lounge all night. They have NO idea of customer service, and are incredibly rude. I will NEVER fly this airline again

Late departure. Pretty much got rebooked and abandoned unless we agreed to a 4 hour return bus drive to hotel in nowhere. And more. Just dont do it

HORRIBLE!!! TOOK OUR MONEY AND BROKE up MY FAMILY. COULD NOT CARE LESS. PAID $4K for three upgraded tickets and we literally were assigned to the toilets. They resold our seats. thieves!!!! When shown the receipts and confirmation information they were like so sorry fill out this form. Seriously? We took your money and promised you something and we could give two craps we didn’t deliver and took your money.

Worse than low-costers. No food in 3+ hours flight. Leg space is the same as on the cheapest airlines.
The ticket claims unlimited drinks, but you get 1 cup of water or 1 cup of tea or coffee.

Absolutely terrible service. I booked a different flight to Reykjavik because it fit better for a meeting. This resulted in me not being able to use the return ticket I HAD BOOKED?? Because I didnt show on the other flight. No message, no email, no phone call that I had to buy a new one. I had to buy an emergency ticket from a different airline (because your price was more than double the market price on that day) on the day of flying because you didnt have the common decency of giving any notice. A clear as day profit-play that ensures I'll NEVER fly with IcelandAir again. Your customer service was absolutely terrible with no empathy and just referred to a microscopic part of the terms that wasn't even a headline but a side note that "oh and your entire trip is cancelled if you don't show up to any leg of the trip". Wow. Just wow.

Good Evening,

I regret to say I had the extreme misfortune of speaking with Sylvia from Iceland Air at approximately 6 PM EST on 07/26/25. From the start, I had to repeat my reservation number three separate times, yet she remained dismissive and unprofessional.

When I requested assistance with entering my Known Traveler Number for both myself and my wife—since the website kept crashing—her behavior deteriorated further. I did not think it was possible, but she became even more rude, argumentative, and shockingly began to raise her voice.

Following this unacceptable conduct, I asked to speak with a supervisor or someone in higher authority. Instead of assisting me, she arrogantly questioned why I had “business” speaking with anyone else and then disconnected the call.

If this is the level of customer service that Iceland Air deems acceptable or representative of the company, it is nothing short of shameful. I have provided the exact time of the call, and since calls are recorded, I expect this incident to be reviewed in detail. I would like to know what actions will be taken to address Sylvia’s completely unprofessional and disgraceful behavior.

Very poor service. Travelling with 2 autistic children (booked as special assistance) and had our flight changed 1 hour before leaving for the airport as they had overbooked the flight. Unhelpful staff on the phone. Shame on you Icelandair.

Just don’t do it. Ancient aircraft. Less space than RyanAir on 8+ hour flights and all 4 departures were 1+ hour delayed. Only make that mistake once. LOL.

The flights were adequate, minimal service. But the airport situation is the worse I’ve ever experienced. They herd you like cattle, bus you to the farthest terminal possible. Just absolutely awful.

Never again

Despite holding a confirmed reservation, checking in on time, and paying for my seats, my flight was inexplicably cancelled not once, but three separate times. I was then bounced between three different airlines without any clear instructions or support, ultimately being rebooked to a completely different arrival airport without my consent. This caused significant disruption, added costs, and severe stress—all of which were entirely avoidable had your operations and communication been even remotely adequate.

This experience was physically and emotionally exhausting. I live with scoliosis, a painful spinal condition that limits my mobility. The extended walking, long waiting periods, and general disorganization significantly worsened my pain. I also suffer from serious anxiety, and this ordeal triggered a severe episode that left me completely overwhelmed. The level of chaos and disregard shown for passenger welfare—especially for someone with a disability—is inexcusable.

I was explicitly promised compensation at the airport by your staff, but to date, I have received nothing. I was also told my baggage would be handled by Icelandair due to the airline's mishandling of the situation—yet I was forced to pay baggage fees myself upon departure from New York. Your team failed to honor even the most basic commitments.

To make matters worse, the behavior of your staff was not only unprofessional and undertrained, but also alarmingly inconsistent. At one point, a single new staff member was left to handle a crowd of distressed passengers alone, with no support from any supervisors or managers. This is a serious operational failure and a safety concern.

What is most alarming—and deeply upsetting—is the discriminatory treatment I experienced because I am black. Throughout the ordeal, we observed that white passengers were given more attention, faster assistance, and more thorough explanations, while we were consistently ignored, dismissed, or spoken to curtly and without care. The difference in how we were treated was stark and undeniable, and left us feeling humiliated and targeted. This raises serious concerns of racial discrimination, which must be investigated and addressed immediately.

How a beautiful country as Iceland has a very bad airline and very bad airport like this is beyond understanding ! Bad service , rude staff !

I wish they had a zero button. Made a change to my ticket, double checked, took a screen shot of the change, and it sent me a change for the wrong date. I sent the customer service teh proof and they did not care. Had to pay again. DO NOT USE. HORRIBLE EXPERIENCE stay away.

Terrible lost hundreds of euros for no refund when I got injured.

Terrible customer experience, their app, website and emails hide information, forcing you to buy extras that you already have. Low-class, terrible airline with legacy IT systems and horrible customer experience, but extremely high prices.

Last Friday (20 June), your airline cancelled my reservation and put me on another flight one hour earlier. I did not get the message because you claimed that my email was not on the ticket. My friend booked/paid for the ticket but I was the one traveling. Upon checking at JFK I was redirected to another terminal. When finally I reached Icelandair, it was too late for me to travel. So your staff give me a phone number to call. Spent almost one hour with an agent and finally I was able to get a flight. That cancellation caused so many problems because I missed a very important meeting with caregivers at a hospital. And the story gets even better. Now at the counter, there were only two agents. The one at the business counter (I had a business ticket), was checking a total of 7 passengers together. I waited patiently until the other agent became available. To add insult to injury, that Asian agent told me that he could not serve me and proceed to sit there playing with his phone. After what seemed a long time, he motioned for me to come to the counter. I refused to do that and let him serve the following passengers and he left! Another agent came, sat with his phone oblivious of the passengers standing there and left. I waited patiently until another agent came and helped me. It was my first time flying with Icelandair and I can assure you it will be the last. I did not experience the professionalism which I expect to get from your airline. Also I think that your staff need some serious training. Thank you.

We booked to fly from Manchester to Washington 29th June. The flight was split into 2 Iceland then Washington. The temperature on both flights was extremely high, the leg space was ok but when the people in front reclined there was little head space. The attendants were reasonably friendly but extremely slow. The inflight meals were diabolical. I had the "Hot" option which was a tepid to frozen lasagne. The worst bit was the transfer and delay. Keflavic airport isn't that big plus it seems to be a main hub for all Iceland air flights to America. It was total chaos, there was no queue control whatsoever especially at our gate where you had many people not even for our flight sitting on the floor causing even more chaos. You did have blue suited people milling about like some kind of secret police but even then it was absolute chaos. as my wife has a disability she was in a wheelchair where she felt quite intimidated as people were falling over her wheelchair but there was nowhere to go. In my opinion Icelandair should organise their flights better plus make the gate areas bigger plus if your giving out gate information don't change it 3 times as they did with us. I almost forgot to mention if you're going to have inflight entertainment please make it relevent to the general demographic who fly's with you. The pleasure of Icelandic TV, Music and movies may be good but at least have something from the 21st Century, there were titles like Bladerunner ect. Safe to say we won't be flying Icelandair again 🤬

We just flew with Iceland air premium saga class. DON'T waste your money. First, on the plane from Chicago to Iceland the seats don't recline more than an economy seat so no sleeping like you think. You couldn't anyway because they let people into saga class to hang out with there friends even if
they don't have seats there, wow. Then when it came time for our meal we wanted chicken and they ran out. We were in the first seats! Worst part was we almost missed our connecting flight in Iceland to Rome because the plane was late getting to O'Hare airport. Then we would have been stuck in Iceland for who knows how long. Long story short DON'T fly Iceland air and if you have too and DON'T waste your money buying Saga class tickets when they are just economy seats.

Icelandair stole my voucher of 450 USD and refuses to admit it.
They claim that the voucher was used by a certain SEIJA HALVA, a name I never heard of.
I will be seeking legal actions and involving a lawyer to take them to court.

Spare your time and money and please opt for a different air company.

Business class? You get what you pay for suppose…..

I had to book a flight last minute and my usual carrier (KLM) wanted over £7k for a return trip to Toronto. Saw the Icelandair equivalent for £2.7k. Thought I’d give it a go.

Firstly, the seats are not like the long haul business class lie flat/pod you’d expect from a long haul carrier these days, this are just bigger more comfortable seats.

Food and drinks are decent. Cabin crew were all nice. Service was about 7/10.

Other than the lack of bed the most annoying thing for me was the service at Toronto airport. Icelandair have clearly paid for the worst possible location. I was told I had to get a bus to the terminal which had no lounge. I was told the lounge was a long way away from the bus stop and that the ‘busses are not regular’ I asked what that meant as was told ‘they might be every 10 mins, might be every 20 mins, you could risk the lounge, it’s up to you’. Funnily enough I didn’t risk missing the flight for the quick drink I was absolutely desperate for.

You get what you pay for I guess, but be warned. It’s not really business class. To be fair, they call don’t actually call it business class.