Icelandair Reviews 470

Flights were good. I had a long haul trip to NYC with a stop off in Reykjavik. What was awful was despite reserving my seats my final leg seats disappeared and when I went to check in the only available seats together were extracted room which I had to pay for (this also meant we had to split up from our children . Complained to the and they said it was tough and they reserve the right to change seats flights( this would be fair enough had I been notified which I wasn’t) I spent £4K with them and travel to the U.S. at least twice a year but probably not with them in future.

Beware your seat reservation means nothing. I have e-mailed their CEO but don’t expect a reply!

I am appalled that Icelandair has not replied to my last four e-mails?
What sort of customer service is this from Icelandair?
I have been trying to pay for our holiday booking on Saturday 4th, Sunday 5th, Monday 6th and now Tuesday 7th January 2025…
Having made my booking the payment link did not work so I was unable to even start to enter my card details? I have phoned several times and have spoken to their agents after waiting and waiting for half an a hour at a time to get through to their call centre, only to be told that this was a holiday booking and not a flight booking that they only deal with holiday bookings by e-mail? They could see my booking and gave it a booking reference number, but there it stopped?
I have asked their manager to telephone me (telephone number given) to explain why Icelandair are not sorting out this payment link situation or they could send me a link so that I can pay for our holiday? I have asked for an urgent response but none has been forthcoming over 4 days?
What utterly dreadful customer service and no way to run an airline? All I wanted to do was pay for the holiday I had booked...!?

Updated on 8th January 2025:
After an apology, following an e-mail directed to the CEO of Icelandair, we received by e-mail - "Please accept our apologies for late reply" and they asked for full details of the booking, that was sent to them. They stated the flight details had been booked. Icelandair sent us a link to make payment and this was paid on receipt. We then asked for the full details of the booking to be confirmed and they did confirm them by return...
Whilst I can't change history for the period 4th to 8th January 2025, at least on day five, 8th, Icelandair corrected the situation and we now have our confirmed paid up holiday booking. I hope Icelandair will learn from this experience that Customer Services must respond to complaints...

I’m currently on a trip booked with them through AARP Travel which they call a third party vendor the day of departure I head to the airport two hours away on Christmas Day ahead of time to be certain I’m checked in on time I exit my car and get a notification my flight has been cancelled and rebooked with a different airline which is a later arrival and a extra flight, my whole trip is stressful anticipating my return flight, There’s a first and last time for everything and this was it..

I was due to fly to New York on the 7th, this is not the airlines fault but my visa did not arrive on time I still went the airport in case it did but unfortunately it never, they then marked me as a no show although I had explained I would find a way to get there once my ESTA was accepted.
I then flew to Mexico as I was going there after New York with my friend.
We were then returning to New York and I was flying back to England on the original return flight.

Please note if you don’t make the outbound flight they take it upon themselves to cancel all return flights apparently stated in tiny T&Cs, and no email to inform you nor did the rude staff at Manchester airport who left me distraught at the airport.

I booked through booking.com who sent me the notification to check in only then did I realise I had no flight.

I called the airline who said they could rebook my flight for £1,800 and the lady on the phone Samantha was extremely rude my friend was also shocked.

I asked booking if they could change it but Icelandair had locked the booking and even if they did unlock it I still wouldn’t be able to fly as they had already marked me off as a no show.

This is a terrible airline with rude staff doing anything they can to make money, I would avoid at all costs or read their T&Cs for their conning conditions

I recently traveled with Icelandair and paid €1,686 for a one-way ticket, only to be met with a multitude of issues. The faulty seat was just the beginning. Despite providing video and photo evidence, the compensation offered was a mere 5000 Saga points, equivalent to just €10. This is unacceptable for the level of inconvenience and discomfort I experienced.

To add to the disappointment, no meal was served during the entire transatlantic flight—only a single glass of water. This level of service is simply unacceptable for such a long journey.

Not only was my journey uncomfortable, but the lack of adequate resolution and customer service has made me decide never to fly with Icelandair again. I strongly advise others to consider alternative airlines. It was my mistake not to check reviews before booking, and I regret choosing Icelandair for this trip.

I will never fly icelandair again! I flew from Denver to Rome on Sat. Nov.23 for Thankgiving with family. First of all I was told I had to order food two weeks before my flight or the only food I would recieve on Economy Light would be beverages --for a 7hr flight! So I did so, and then I boarded the plane to find that I could have ordered the things I orded two weeks earlier, on the actual flight and I would have had more choice!
Also, I paid extra for aisle seats for each leg of my fligh(no problem with that--that pretty common for most flights) only to find out that they had changed the plane layout from the one I had selected seats from and moved all of my aisle seats (that I had paid money for) to center seats and there was nothing I could do becasue the flight was alredy full and people were sitting in the aisle seats that I paid for!

Next, eventhough my husband and I were in row 5, becasue they board from the back forward we had to check our roll ons as there was no room in the overheads. We had already paid 100 for a checked bag and now all of our bags were going to have to be checked(again not unusual, this happens on other airlines too). However, upon arriving in Rome the flight attendant informed us that all of our checked baggage (for everone on the plane) had been left on the tarmac in Denver. We had nothing and my husband didn't have his heart medicine becuase he had stowed it in the rollon (not thier problem, but a major one for us).

On the plane we were told we would get our luggage the next day--Monday. When we got to the airport they said that we wouldn't get it until Tues. We didn't actually get our luggage until Weds. night--by that time over a half of our trip was over--we returned on Saturday Morning.

In addition I spent countless hours on the cellphone racking up charges trying to locate our baggage( Whatsapp wouldn't work at our location) and get updates that they said they would provide, but did not without me having to call them.

Throughout the experience, there were no apologies, no offerings of support or urgency.

I will pay mor money for a better airline next time. You get what you pay for--but wait-- I didn't even get the seats I paid for!

One of the worst airlines I’ve ever flown. Extremely disorganized. No attempt to inform passengers what is going on. Rude employees. Absolutely horrible hub airport at KEF. Avoid at all costs.

Heartless airline. We planed our trip for this November/December time frame back in January. Paid for 3 first class seats and package deal. We visit everytime this year. My mother is in ICU and the airline is refusing to help us. We don't want to cancel, but want to reschedule. So we will be out alprpx 10K without anything to show for it. What terrible customer service.

Absolutely DO NOT fly this airline. We purchased business class tickets in January for flights from 8/30-9/24. After checking-in in Portland, we receive a text that we will have to fly in economy because of an aircraft change. This was disappointing given that we purchased full price tickets so long ago. Once at the gate, they said okay, now you are back in business class, but after a few delays the flight was cancelled. They said we will have to (gather our bags and) stay in Seattle, but we will have to make all our own lodging, transportation arrangements (due to a computer issue). Also, they said a representative would reach out to give us new flights to Rekjavik and a case would be opened so we could submit any expenses from the cancellation. We waited and waited and heard nothing. We called, but they are closed. Finally, I purchased new tickets (that were very expensive due to it being at the last moment) to ensure we could get to Iceland and make it to our cruise on time. Finally, late in the afternoon the following day while we are already on our way to Reykjavik (via Denver), we receive an e-mail saying we have flights from Detroit to Reykjavik. We were in Seattle, how were we supposed to get to Detroit? Even if they provided a booking to Detroit, the schedule would have got us in too late and we would have missed our cruise from Reyjavik (that we provided a 2 day buffer for). Why didn't they give us the schedule that I purchased on my own? On the day before returning to Portland from London (after our cruise), I notice my seat assignment (that I had since January) went away. I called, but the representative said it was due to the airport security. When we check in, the person there said it was actually an overbooked business class, but since I am checking-in early, I will be okay. Absolutely crazy! The planes themselves are outdated with recliner vs. lay flat seats in business. I will say that the flight attendants were great and the woman who checked us in at Heathrow was fun and wonderful, but this alone cannot make up for lack of customer service and follow through from the airline. Now that we are back after a month, we submitted a claim for reimbursement, but have not heard from customer support. Based on our experience, I should not be surprised.

Unorganized and expensive airline that offers a subpar experience. If it is not the un-organized boarding is another silly thing such as we over-fueled the aircraft and now you have to wait 40 min to de-fuel it. I guess the main complain is the lack of consideration for the time of their clients.

My husband did not make it on time to airport so I went alone. We had window and middle seats. I had asked for business class but told it was full. When he could not make the flight I confirmed with staff Its would not matter if I sit on window although it was in his ticket. In plane I realized someone had gotten his seat and flight attendant refused rudely to let me sit on window seat. The person who was given that seat did not use the seat but wanted it so could exchange to a seat next to her companion somewhere else. I have bad back so middle seat with built in airport stuff under front of that seat was very uncomfortable. On top of things another person with seat issue was moved to the “full” business class . To me they gave rude comments. No replies from Iceland air to this . I have informed them several ways. No replies. I am a frequent long distance flyer and have an another ticket with them as well as several new one to purchase . New ones I guess will not be with Iceland air.

trying to cancel a flight on an economy flex ticket - should be no problem, right? Spent almost 90 minutes on hold with Iceland Air's clueless bot, hoping to chat with an agent. i started at 26 in the queue and very slowly made my way up to position 2 when the bot said, seriously, "Oh no" and informed me there were no humans available to talk to me. Iceland Air clearly doesn't hire enough agents to deal with their passengers, and clearly overwork the agents they do have. Appalling customer service

This was the best flight experience ever. We are so satisfied! Thank you so much Icelandic Air ❤️

Flew 4 times with them so far and am dissapointed. You can only fly in segments and there is always a stopover at an overcrowded airport in Rejjavik,which definitlyt hasnt adapted to increading passanger numbers.
For each segment then they charge a seat reservation fee if you want to upgrade your seat.
My paid seat (90 USD !!) for the segment Rejkvavik to North America disappeared when I had to change flights and I didnt get a refund even. Customor service wouldnt want to help.

They do have sometimes ok prices and airplanes were relatively modern if you dont mind that they fly mostly the problematic Boing aireplane 737 Max. Otherwise there is no food served onboard like in cheapo airlines and the options to eat at Rejjavik airport were poor and limited to 3-4 fastfood/snackbars/overpriced grocery store that were crazy busy.

I booked flights from Gatwick to Reykjavik in June 2024.
3 days before our flight on 24 October 2024 I contacted and informed them that my wife had a virus and could not travel. I asked to rebook a couple of weeks later and was told that there would be a re-booking fee of $350 for each passenger. This was totally unacceptable so I had no choice and cancelled. Sadly we have decided that we will not consider a trip to Iceland ever again - although it is not the country's fault

They gave me a reasonably fair amount of money back when a flight was delayed by a day due to circumstances which could be argued were slightly beyond their control (fog, which is an issue for a prop plane taking off/landing as it is more manual), and have paid up fairly promptly and without fuss or trying to wriggle out of it.

They did very strictly enforce the hold luggage weight but there was a safety reason for that, which was that it was a small propellor plane and weight had to be balanced. They were very understanding in allowing me to take displaced luggage into the cabin with me as a personal item, and the staff at Keflavik were very helpful in assisting me with refactoring my bags.

Icelandair incorrectly gave me a voucher when I requested a refund on their website.
After contacting them multiple times and explaining the issue to them multiple times, they refused to cooperate and return my money.
Ask yourself, do you want to fly with a greedy airline that can’t even design a website correctly?

Saga Premium business class seats were NOT as advertised. BWI-KEF leg used smaller aircraft with Saga section that was small and expensive seats were tiny compared to other business class seats on other flights. NOT WORTH IT. Customer Service just blew me off.

As a regular business traveller I have HAD to use Icelandair several times from Manchester to Toronto

I am used to the primitive facilities at Reykjavik and a quick change is appreciated to avoid too much time there

All of the above and lower down might be manageable …What is less acceptable is the rude, threatening and repeated arrogant behaviour of so called “security” at the airport. Demanding paper copies of ETA - when their own website indicates it’s embedded and easily traceable

I was told “you won’t be boarding”

There is an adequate alternative via Dublin and I urge travellers to avoid here if possible - unless you enjoy ignorant rude Scandic behaviour which borders on brusque… with the air crew too

Even applies in so called business class (Saga) - which compared with other airlines is inadequate.

The entertainment must be the worst in the airline industry, unless you enjoy endless adverts for Iceland and 75 music contributors you never heard of

The food is average at best

Do yourself a favour - I tried it several times before bothering to warn others