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ICELANDAIR Passenger Reviews and Passenger Trip Reports |
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ICELANDAIR customer review : 12 February 2010 by Steve Thorogood (UK)
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Trip Rating : 10/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
LHR-KEF economy, seats on the 757 have 32" seat pitch and seat back screens. Very comfortable
short flight to Iceland. Good range of films and TV programmes to watch and earphones are sold
at a reasonable price. Complimentary tea, coffee or soft drinks and a water run shortly before
landing. Snacks available to purchase at reasonable prices. The crew were mature and
professional and busy in the cabin. The return flight was equally as comfortable.
ICELANDAIR customer review : 30 November 2009 by N Holdsworth (UK)
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Trip Rating : 8/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
LHR-KEF return. Much better than a budget airline in the sense that you get an AVOD system,
comfortable seats, good service, free soft drinks/coffee with the option of purchasing food if
necessary. Check in at KEF disorganised and took 20 minutes. But good experience overall.
ICELANDAIR customer review : 8 November 2009 by Paul Harvey (UK)
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Trip Rating : 8/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
LHR-KEF return: both flights on time and comfortable. The flight out was only 25% full and
service was good - flight back was full and it was not until three quarters of the way through
that the drinks trolley arrived. Overall, good value and I would travel with them again.
ICELANDAIR customer review : 26 October 2009 by K Mathes (USA)
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Trip Rating : 0/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
Haven't even taken my trip yet and I'm already annoyed. Icelandair's scheduled flight on
January 1 2010, CPH to SEA, has been cancelled, and seems they will only offer a refund or
booking on Icelandair's next flight, 24 hours later. They refuse to put us on another carrier
with a similar flight schedule for us to arrive in SEA on the day scheduled. Their own
"Conditions of Carriage", section 9.2.2, states that if the flight is cancelled they offer
three options: rebook onto their next available flight (which is January 2 in this case);
"within a reasonable period of time re-route you to the destination shown by our own services
or those of another Carrier"; or make a refund. Their representative just said that arrival 24
hours later than originally scheduled is considered a "reasonable period of time", and they
will not offer to book us on another carrier. I would gladly take the refund if airfares
hadn't escalated so dramatically with the other carriers (currently, airfare on SAS or KLM for
3 people would be 3x what I paid). What a shock and disappointment to experience this kind of
service before my trip starts. Right now I'm not sure how or when I'll be getting home.
ICELANDAIR customer review : 19 October 2009 by C Christensen (USA)
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Trip Rating : 0/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
My family and I have flown Icelandair at least 5 times between Boston and Copenhagen. While
the first two times were uneventful, flights were on time and our bags made it, I found their
IT, website and customer service inadequate. Don't expect the same level of politeness. Many
times the people on customer service line don't seem to know the answers to your questions.
And to retrieve a travel itinerary, you have to wait until the next morning at 6:30AM to get
it in your email, because their IT system runs on batch operation, not real-time. It also
seems to me that there are only 5 people that work there, you can't escalate issues when the
first person you talk to doesn't help. When we flew with our infant son this month, they gave
me different answers on whether or not their planes had bassinets when I called 3 times prior
to the flight. I also wanted to reserve bulkhead seats for more room with a baby, also got
conflicting information. In the end, we sat in a completely full flight, no bassinet, no
bulkhead seats and the arm rests were fixed on the Boeing 757! (I've always flown airlines
where the arm rests can be moved up). The worst part is we found our 2 months old stroller
damaged upon arrival, with no one to help. After calling customer service with the damage
report in hand, they insist us bringing back the broken stroller to Boston, have a shop
provide an irreparable statement before issuing any help. Keep in mind the stroller was
already in 3 pieces because the axel was ripped apart. The woman on the phone was extremely
unpleasant and not reasonable. It caused us a lot of hardship and inconvenience to travel with
a baby without a stroller for 8 days and having to pack a broken stroller and ship back to
Boston. If you are on a tight budget, can tolerate tight seating, no free food, no customer
service in the event of possible loss/damage of your property, then Icelandair does have good
fares. But for us, this is not a family friendly airline at all. This is our last time flying
with them.
ICELANDAIR customer review : 16 October 2009 by A Brito (USA)
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Trip Rating : 7/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
Have flown twice with Icelandair en route to Copenhagen from Boston. What attracted me was
the low fare. The boarding by seat sections at Boston was bizarre and certainly superfluous.
IFE was okay as I don't mind silent movies, though I was initially dumbstruck as to why some
passengers had earphones. The food was adequate, but that's all. I thought that the price
for alcohol was ridiculous. Aside from one FA on my first trip, who seemed to be naturally
friendly, most FAs are stiff and almost haughty. Don't care much for the airport staff at
Keflavik either. As I'm not a fussy person, I'd fly Icelandair again, but only if I had no
choice.
ICELANDAIR customer review : 13 October 2009 by D Salter (South Africa)
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Trip Rating : 10/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
JFK-KEF-LHR. Flight delayed out of JFk due to late arrival but kept informed and turnaround
quick. Then an hour to take off due to long line of planes waiting - 50. Kept informed and
crew provided soft drinks free. Quick flight to KEF, only 4.30hrs - food for sale but not
needed on such a short flight. Good TV screens, blankets and pillows. Comfortable seats with
foot rests. Staff helpful but looked a little imposing. Easy change at Keflavik and flight
to LHR left on time despite a technical issue. Baggage arrived quickly. Cheapest one way
flight when I oked and have used many years ago -recommended and would use again.
ICELANDAIR customer review : 6 October 2009 by A Wang (USA)
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Trip Rating : 7/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
Paris-KEF-JFK. No meals in economy except what you purchase; I expected this for CDG-KEF but
did not really believe it for international (KEF-JFK). Sandwiches and wraps around 4 euros,
larger meals around 10 euros. Did not get a drink (water is free) but thought the prices were
fair. Earphones offered on first flight but you have to buy them on KEF-JFK route (bring your
own); entertainment system good with movies, music, TV-shows. Crew professional and helpful.
Seats decent on first flight but very uncomfortable on second - could be the hardest, least
ergonomic seats I've ever flown.
ICELANDAIR customer review : 24 September 2009 by S Colker (UK)
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Trip Rating : 8/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
LHR-KEF return. Outbound on a refurbished 757, with good IFE. Didn't eat any food, but drinks
service was good. Staff polite and courteous and arrived on time. Inbound flight on older
larger 757, drinks service a little slower, with no IFE, but only a short flight. Again, staff
courteous and even arrived into LHR half an hour early. All in all, a good experience. Would
definitely travel with them again.
ICELANDAIR customer review : 15 September 2009 by Randall Lowry (Canada)
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Trip Rating : 7/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Economy |
YYZ-KEF, KEF-OSL; ARN-KEF-YYZ. Outbound flight to KEF about 60% full on new style 757 - we
found economy seating comfortable. Crew professional and courteous. IFE only had a couple of
movies available. KEF-OSL a few days later was delayed one hour due to mechanical problem
with lavatory sinks. Communication about the delay was not good at the gate but was explained
after we boarded. Old style 757 was half full but not as comfortable as new ones. There was a
note on the menu that said after September 2009 all aircraft in service would be the
refurbished type. ARN-KEF and KEF-YYZ on the return almost full in economy but only 3
passengers in Saga-Economy Comfort section from ARN to KEF. Check-in was very prompt and
courteous at YYZ, KEF and ARN (SAS counter). Had a middle seat in economy from ARN, was
surprisingly comfortable, did a quick measurement and found it was at least an inch wider than
window or aisle. IFE worked on both return flights. Maps were great, not sure why they never
seem to work on Air Canada. Bought a vegetable wrap that was only OK. All the North American
flights seemed to be busy ex-KEF that day so international departure area was crowded but
functional. Icelandair did a good job getting everybody boarded promptly and at KEF at least
it doesn't take long from push back to take off. If you are going from North America to a
European destination that requires a flight change anyway and the Icelandair price is right,
or if you have time to take advantage of the free stopover in Iceland we would recommend that
you consider Icelandair. They seem like an experienced and competent operation with a primary
focus on getting you to your destination safely.
ICELANDAIR customer review : 15 September 2009 by B Schneider (USA)
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Trip Rating : 10/10 |
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Recommended: |
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Value for Money: |
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Cabin Flown: | Business |
Saga Class JFK-KEF-OSL (with Finnair Connecting Flight to HEL). Seats similar to recent US
domestic business class. JFK check-in with BA ground staff and professional. Full flight to
KEF. Onboard service professional and food excellent. Lounge in KEF had a nice spread for
breakfast - not the biggest of lounges, but nice artwork. Flight to OSL on time and again
good food. Very empty Saga Class, so we could spread out. Connection to Finnair for the last
leg, also on time. However, the food was a step down (I really like Finnair and only say this
in direct comparison to the previous two flights). All my bags made it in one piece.
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