ICELANDAIR customer review :  5 July 2009 by S Potts   (UK)

LHR-KEF-LHR Boeing 757s. I knew not to expect a full service airline and so brought my own food and headphones. The aircraft looked as if they hadn't been fully cleaned as there were crumbs on the floor. The seats were hailed as being newly designed for comfort, but they were the least comfortable seats I have ever sat on. There seemed to be no cushioning in them at all! IFE was very good . The cabin crew was professional but not really friendly - until I spoke some Icelandic, then it was all smiles. Overall, Icelandair is fine as they get you there in one piece and the fares are comparable to most European one way flights (it's not like you have much choice from the UK anyway, as the "budget" airline charges similar fares). One good thing is that they let you choose your seat when booking, even in economy class, and you can change it again when you check in online. I recommend checking the Icelandair website thoroughly before booking, thereby knowing what you're getting so you won't be disappointed.

ICELANDAIR customer review :  5 July 2009 by N Jenkins   (USA)

LHR-KEF-YYZ return Saga Class. Quick check in, lounges good , polite attentive service, good food, enjoyed the extra leg room. Very reasonably priced ticket and happily fly with them again.

ICELANDAIR customer review :  23 June 2009 : by P Katus   (Croatia)

Amsterdam to Reykjavik and back. The flight was nice, plane was new and clean. The staff were OK (not too friendly but not rude). Surprised not to be offered at least a snack at the three- hour flight. We got nothing except for a drink. They offer sandwiches for 5 euro but those were not good at all.

ICELANDAIR review :  17 June 2009 : by Francesco Lulli  (Italy)

CPH-KEF and KEF-MXP in Saga Class. E-ticket confirmation stated that check-in desks would open 2 hours before departure but the helpful SAS agent at Kastrup checked me in 5 hours ahead. Boarding done by seat rows, but come row 21 they announced "ALL passengers can board now", resulting in a huge queue all the way from the gate to the aircraft, with a throng of people packed inside the jetway bridge, not able to move. Saga Class seat adequate for a 3 hour flight; a bottle of mineral water handed over while waiting for pushback. After take off, a packet of pretzels and drink offered. I had champagne, it came in a 25 cl bottle with a plastic cork (it was the same brand that AF serves in Y class on long haul flights, really nothing too exciting but you could have as much as you wanted). Dinner was some very tasteless fish with potatoes and vegetables, there was no other choice and I was quite disappointed. IFE was quite good for such a short flight but it had to be rebooted several times. FA's basically disappeared after the meal service and looked professional but uninterested. KEF-MXP a better experience overall - boarding was smooth, for lunch there was a choice of lamb or fish - one of the best meals I had on an airplane. The wine was also very good, a strong red from Catalunya. FA and purser constantly keeping an eye on passengers, asking us how we liked the meal, whether we wanted more drinks, offering blankets, extra pillows etc. I have no major complaints and enjoyed the extra legroom in Saga Class for a very reasonable price difference.

ICELANDAIR review :  29 May 2009 : by J Rizzo  (USA)

AMS-KEF economy and KEF-MSP economy comfort (premium). Check-in at AMS is with SAS. Completely rude agent. I asked if I could upgrade to Saga and her response was in a very snotty tone - "why would you want to do that?". Being that she already had my luggage, and I really needed my clothes in Reykjavik, I let it go. Seats were uncomfortably narrow and barely reclined. The most uncomfortable "new" seats I've ever experienced - be prepared for squeezing in and a very uncomfortable flight. Even budget airlines in the US have much more comfortable seats. KEF-MSP was in premium economy. Icelandair website clearly states that economy comfort class is 2x2 seating - it's 3x3 with the middle seat as a tray. Same uncomfortable narrowness with an inch or so more of legroom. The only reason why I paid the extra (double) amount for economy comfort was for the 2x2 seating. I was not the only one on the plane expressing my displeasure to the cabin crew. But they couldn't do anything because the Saga class was filled with the pilot and co-pilot's families. Whom they repeatedly came back and talked with during the flight. On top of that they even allowed 2 kids to sit unattended in row 8, and exit row during the flight. They were part of this "family" gathering who apparently didn't like their plush Saga seats. I sent a letter to Icelandair regarding my experience and got a bunch of apologies, but no satisfaction. They even claimed to me that their economy comfort was designed to be 3x3. Then why does Icelandair website say 2x2? It's really a shame that Icelandair is the only airline offering service to Iceland from the States. Iceland is such a beautiful place. But until another airline offers service, I will not be going back to Iceland.

ICELANDAIR review :  27 April 2009 : by A Lea

LHR-KEF Economy return. We were similarly disappointed. On the outward journey, the advertised snack in the magazine was not forthcoming. When I enquired, I was told the magazine was out of date. Surprising, as it was the March/April edition! After a long journey, we were hoping and expecting a meal. As it was, we were left to find our own meal upon arrival at midnight in Reykjavik. On the return journey, we took the precaution of bringing our own snacks. Interestingly, we were offered the snack - a small packet of pretzels! This time, we were in one of the refurbished planes. Beware the advertised complimentary use of the IFE: what they don't mention until you are on the plane is that you must either bring your own earphones or buy them on board. When I mentioned all this with one of the FA's, she was somewhat defensive. In the end though, she unbent a little. I got the distinct impression that Icelandair having to cut back on costs. Ok, times are tight, but I fear service is suffering at the sharp end. Maybe I'm being naive, but I would have expected more from Iceland's national airline operating out of Heathrow. As others have observed, they're acting more like a budget carrier than a flag-carrying airline. Oh - a final tip to bring your own blankets a pillows. You've guessed it - they charge for those as well!

ICELANDAIR review :  26 March 2009 : by M Crossland

LHR-KEF-LHR in Economy on a refurbished B757. Cramped plane, no free food, paid-for food looked lousy. FAs not overly attentive or helpful. Good points: both flights were on time and online check-in worked well. In summary, this was close to budget airline service from a flag-carrier airline (charging flag-carrier prices). I was disappointed.

ICELANDAIR review :  18 February 2009 : by J Kenner

Roundtrip BOS-KEF premium economy class. The 757-200 seats in Comfort Economy are 3x3, but with the middle seat covered with a tray table. The seat backs are several inches thinner than in most airline economy seats, but don't sacrifice padding, and the thinness adds a few inches of legroom. The 34" pitch is adequate for a 5 hour flight. The meals were hot and tasty (for airline food), FA's were courteous and IFE was more than adequate (Comfort Economy passengers don't have to pay extra for food and IFE) with a selection of about 15 movies, 25-30 TV/short programs and about 300 songs with a feature to create your own playlist. Flights were 3/4 full, so despite Iceland's economic disaster Icelandair still seems to be doing OK. Overall, an excellent product.

ICELANDAIR review :  25 January 2009 : by Cindy Liming

BOS-KEF-LHR Saga Class several times. No complaints. It's a basic airline, but for the price, I enjoy it. I like the break at the airport, you stretch your legs and time to do a little duty free shopping. I've found the FA's are as nice as you treat them. IIf your seats are cramped, pay the extra for Saga - it's worth it, you get three choices for a meal and free champagne that keeps coming! The amenity bag is the usual socks, earplugs and eyeshades, toothbrush and paste, lip balm and a nice little mirror in a bag that you can actually use again. The lounge in KEF is nice, very Scandinavian and big windows looking, unlike the lounge in BOS - no windows. The entertainment is great, never had a problem with my moniter not working. The best part for me is the night flight, sitting on the left (window) you have a great chance to see the northern lights.

ICELANDAIR review :  6 January 2009 : by V Rab

BOS-KEF-JFK in Economy class. Both flights on time and almost at 100% capacity, lots of folks connecting onwards to European destinations. FAs indifferent at most times on the outbound, only one drink/meal service in both directions for the 4.5/5.5 hour flights. Seats not really comfortable for that amount of time. Food is buy on board only, the sandwich was edible, but not really worth $8, bring your own food. AVOD excellent, 18 on demand movies. Bring your own headphones or spend 3 Euros. Games require a 15 Euro controller.

ICELANDAIR review :  22 December 2008 : by M Larsen

FAs tend to be a bit moody. Some were nice and others were just rude. We travelled from Copenhagen to New York via Reykjavik and both take offs and arrivals were more or less according to schedule. BUT on the flight to New York from Reykjavik we were 1,5 hours late due to the weather - no one told us. Annoying finding that out by accident. In general Icelandair doesn't inform passengers about anything really. The food is not great, only sandwiches.

ICELANDAIR review :  24 November 2008 : by B Vincent

I was originally booked to fly KEF-FRA, but Icelandair cancelled my flight. I was very disappointed with the handling of this - basically I was offered the following options: take the exact same flight on another day, claim a refund which might take 3 months, or pay hefty fees to change itinerary. So I reluctantly opted to shorten my stay in Iceland, cancel my original flight and book another. 7 weeks on, it looks like I might be waiting 3 months for that refund after all. My replacement flight was KEF-AMS. Service was generally OK, though not outstanding. New leather seats had 31.5 inch pitch (not 32 as claimed), but were poorly designed and very uncomfortable due to inadequate room to put one's feet under the seat in front. Touch screen IFE seemed like a great idea, but mine malfunctioned, initially moving the cursor about 3cm to the left of my finger position, then after a few minutes failing altogether. Note - if you want to use the IFE and have your own headphones, bring them as you have to pay 3€ otherwise.

ICELANDAIR review :  15 November 2008 : by Niels Jansen

AMS-KEF return. We booked tickets and our hotel thru the call center of Icelandair and everything was arranged well, no complaints at all. The flight was on time and no unpleasant events. Leg room in economy class was fine - better than KLM, Transavia and Martinair. Flight attendants were a bit cold, not too welcoming. One thing we did not like was that Icelandair is operating like a low cost airline - passengers hardly get anything without payment: just one small (non alcoholic) drink and a little bag of pretzels on the trip to Keflavik. On the way back nothing to eat at all, not even a simple snack. There are headphones in plastic at your seat. When you open it you are required to pay 3 euro. On the way back there was IFE, however, in order to watch a movie you should pay 10USD and in order to operate any games you were required to BUY a handset for an extortionate 20eur!

ICELANDAIR review :  9 November 2008 : by Philip Schmidt

Copenhagen - Keflavik - JFK return Boeing 757-200 all flights. There was little space for my feet and the entire aircraft felt cramped. The food was below average and the temperature in the cabin was too hot. The return flight from Keflavik was more pleasant.

ICELANDAIR review :  18 October 2008 : by Mark Ackery

BOS-KEF-BOS in Saga class. Flight attendants did not seem friendly and one thought it was a chore to take my coat. Not very personable to any passengers and hardly a smile throughout the flights. On landing my coat was thrown at me with the comment "Here this is yours". Food was good, but service left a lot to be desired. Lead attendant was nice and happy to chat, but the rest did not want to be nice to anybody. Icelandair could do with sending their FA's on a personality course.

ICELANDAIR review :  15 October 2008 : by Casper Pedersen

CPH-KEF Return Economy. Outbound good and on time, flew on a somewhat old B757-200, which had quite obviously been acquired from some Spanish airline (most signs in the cabin were in spanish/english). Plane almost full and only able legroom. Return - was able to checkin directly at the Hilton in Reykjavik, they have self service machines in the lobby. Flew on a nicer B757-300 with very good legroom - IFE, but not with personal screens.

ICELANDAIR review : 11 October 2008 : by E Amesz

Customer Rating : 3/5

Kevlavik to Amsterdam, but after one hour we had to land in Glasgow on one engine, the other one had failed. After this landing we were given a hotel room for the night (nice hotel) we were booked on an other flight to Amsterdam (via Heathrow) the next day. Unfortunately this was delayed (and later cancelled) as well the next morning! Eventually we did get to Amsterdam, but it took us in total 32 hours instead of 2. Icelandair is to blame, but did do its best to get us home so I rate them fair.

ICELANDAIR review : 6 October 2008 : by E Flintoff

Customer Rating : 2/5

MAN-KEF return. No new seats or entertainment system. Seats very cramped. FAs not welcoming. On return arrived at airport early to get roomier seats. Confirmed at check in. On boarding, had ordinary seats again. Only got seats with extra room when other passengers willing to swap. FAs very brusque, grabbed onboard luggage & coats and stored them throughout plane. On landing, these had to be retrieved - embarassment and delay! Seat trays not removed until just before landing. FAs spent most of time trying to find mislaid duty free items. Icelandair do not reply to e -mail complaints. Keflavik airport excellent as is Iceland!

ICELANDAIR review : 6 October 2008 : by C McLeod

Customer Rating : 4/5

YYZ-KEF-YYZ economy. Had been a little nervous about bringing baby seat onboard with our 18 month old daughter. Flight attendants were very accommodating, immediately offering to carry the seat down the aisle. Positive experience on both flights. No delays. Attendants were reserved, yet attentive and professional. Particularly helpful with our baby girl. Return flight featured newer, more comfortable seats with personal video. $10 to watch movies. Icelandair represents Iceland well. I would fly with them again.

ICELANDAIR review : 22 September 2008 : by Per-Ingar Johansen

Customer Rating : 4/5

OSL-KEF-MSP return. Was given emergency exit seats on outbound flights. Newly furbished B757 with leather seats and IFE. Legroom great, flight attendants professional and nice, food a standard sandwich which seems to be the normal catering in Europe these days. Transfer at KEF was fast and easy and boarded the same aircraft for the KEF-MSP leg. Again, flight attendants professional and nice. Food good although perhaps the portion was a bit small. Only downside was that FA's only came with drinks once before the meal and not later during the flight which was, after all, 6 hours long. In MSP, Icelandair uses the Humphrey terminal which is mostly served by LCC's. However I found the terminal very nice, not crowded, ok restaurants, only thing missing was a duty-free shop, but the ones at KEF are great, so no problems there. MSP-KEF same thing, same aircraft and I checked-in early and was given emergency exits all the way to OSL once again. FA's and food again very nice. KEF-OSL an old version B757 with different row number so I did not have an emergency exit. Fortunately, the plane was not full and the FA saw that I was not comfortable and moved me to the exit row. Flight again swift and to my surprise, a tasty hot breakfast was served. Also a big bonus is the saving of time. Only 10 hours from OSL-MSP with the stop at Keflavik. Minus only for the lack of more drinks service in the cabin.

ICELANDAIR review : 6 September 2008 : by A Offord

Customer Rating : 4/5

Heathrow to Keflavik Saga Class - not international style business class but only a shortish flight. Crew very nice, food good going out, but coming back breakfast was inedible. The lounge at Keflavik was very crowded - all those people could not possibly be flying business class. Price was reasonable, although not dirt cheap.

ICELANDAIR review : 30 July 2008 : by T Gils

Customer Rating : 2/5

I just flew from Copenhagen via Iceland to New York and back 3 weeks later. I didn't see any indications why this carrier should be rated as a 3 star airline. On each of the 4 legs, departure was late (45min - 1 hour). The inflight entertainment at a minimum, if at all existing (even in the new seats where every seat has its own monitor, movies are USD10 per show), flight attendants growling and not service minded and general chaos in the plane during boarding because a lot of passengers had to be moved around. Furthermore seats were too low (even the new ones) - everybody heads were sticking up over their seats, so simply sitting down wasn't comfortable. Neither service nor comfort suitable for crossing the Atlantic! I realise that prices are lower than say British Airways, but on flights longer than 2 hours, I'd rather pay a little more for a cabin crew that doesn't seem like they hate their jobs, better seats (its a Scandinavian airline - the people with the highest average height in the World) and for a free entertainment system.