Icelandair

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 703 reviews
5/10
3 star Skytrax Rating
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3/10

"terrible policies regarding delays"

(United States)

Trip Verified | So, so airline with terrible policies regarding delays and cancellations. They delayed our flight 3 hours during boarding and then refused meal vouchers (the original flight was at 5pm) because the delay wasn’t long enough. 3 hours stuck in terminal 1 at the airport isn’t long enough? They also refused to address connecting flight cancellations, hotels, and transportation costs caused by their delay.
AircraftBoeing 757
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteKeflavik to Seattle
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
5/10

“there was no compassion”

(United States)

Trip Verified | We flew on Iceland Air in December 2023. My travel companions and I were unable to get from Hannover, Germany to Amsterdam to make it to our scheduled December 9th flight to Reykjavik due to a train strike that was announced on the 8th. We attempted multiple times to talk to customer service to change our flight and were told multiple times that "your flight has not been affected". We were unable to change our flight without a change fee of $250.00. This was very upsetting to us as this was totally out of our control. To add insult to injury there was no compassion from the reservation employees. When we did fly on the 13th it was extremely cold and windy. There was no inside gate for the flight we were taking so we were bused out to the tarmac and had to walk up the stairs. With 2 out of 3 being disabled this was very difficult. On a positive note, the flight attendants were very friendly and helpful. I would recommend this airline if you are not disabled and you have travel insurance.
AircraftBoeing 737
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteReykjavik to Baltimore
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"service was warm and professional"

(Iceland)

Trip Verified | Keflavík to Copenhagen in Saga Class. Smooth journey all the way from check-in to Saga Lounge at KEF, to boarding and the actual flight. Saga Class on Icelandair is the most comfortable mode of air transport into and out of Iceland. WiFi and meals are included in this premium class. Onboard service was warm and professional.
AircraftBoeing 737 MAX
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteKeflavik to Copenhagen
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"most austere conditions"

(United States)

Not Verified | I have been travelling regularly for the last 40 yrs around the world and this is the WORST airline ever! I had the displeasure of flying on IcelandAir on 04 Jan 2024 from Paris to Iceland and from Iceland to Dulles, Washington, USA. I disembarked the aircraft in Iceland under the most austere conditions. It was ONE degree Celsius when we arrived in Iceland and passengers had to walk down the aircraft's stairs and onto the tarmac that was laden with ice to get inside in the terminal - this was dangerous and unsafe especially for handicap passengers. Upon take off on my flight to Dulles, the overhead compartment above me and the passenger next to me started dripping water. I called and the flight attendant came and told me she was accustomed to this occurring and that it would stop in 10 mins. She bought us a blanket that was just refolded from the previous flight and not laundered before giving it to new passengers to use. The pillows on the aircraft were also being reused without a change of cover. I asked her if there was another seat that I could move to, and she said she would check and get back to me – she never returned with an answer. The dripping of water continued for an hour. I also had to pay 88 Euros for my first checked bag. This is an international flight and as such at least the first checked bag should be free like the rest of the airlines. Don't expect anything to eat (not even a snack) on the 6 hour flight from Iceland to the US!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteParis to Washington via Keflavik
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
7/10

"ground service poor, crew made up shortcomings"

(Australia)

Trip Verified | Unfortunately this review is not as good as the last. We flew from Keflavik to London this morning. Check in / baggage drop was absolute chaos, as well as boarding. My wife tried the automated check in and baggage drop this morning and not all of our boarding passes were valid, which we didn't discover until reaching security, so we had to go back down stairs and join the long line and start again. There were loads of Icelandair ground staff standing around and also making the time to greet each other with hugs and kisses - these staff members would have been more useful on desks rather than standing around. Once this issue was sorted, we went through security. (Here's some advice when going through security at any airport - get your electronics out of your bag and ready to put in the tray, as well as any liquids before you get to the belt where you put your stuff in the trays. Also, be prepared to remove your belt or take your shoes off. This will save you holding others up) I was very disappointed that we were shafted to a dingy downstairs area and be treated like second class passengers and have to use the buses to the aircraft. This involved a long walk up and down stairs and escalators and further checks on our passports and tickets. We got to one point where there was a carousel, no staff members were here and people were pushing and shoving and things were getting dangerous for people coming up the stairs, so I took the initiative to get everyone's attention and politely suggest that we use the carousel for the safety of others (much to the extreme embarrassment of our 2 children) - amazingly everyone complied with my request. Boarding and bus transfer went well from here. On board, the crew looked immaculate and were very professional in their duties. Pilots got us to Heathrow safely and all of our baggage was delivered in a timely manner. The aircraft (rows 6 and 7) seats were comfortable enough. Icelandair have movies which make the trip go quicker, although the Northern Lights didn't make an appearance as we got through the clouds, we were treated to a nice snowstorm as we went through the clouds. To sum things up, ground service was poor, but cabin crew made up for these shortcomings.
AircraftBoeing 737-900 max
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKeflavik to London
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"aircraft was clean and comfortable"

(Australia)

Trip Verified | The flight left on time and it was nice to have a check in counter manned by a person. The aircraft was clean and comfortable with movies - you will need to bring headphones or buy a set on board. The crew were very smart looking and professional. Our luggage was on the belt by the time we arrived at the baggage belt, about 20 mins after we left the aircraft. The only thing I was not happy about was that the aircraft was parked at a remote stand and passengers had to be crammed onto an airport bus, rather than have the convenience of using the jetbridge.
AircraftBoeing 737-800 max
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOslo to Reykjavik
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
9/10

"express our sincere gratitude"

(United States)

Trip Verified |   My wife and I recently faced unexpected challenges during our journey from the US to Munich, Germany with Icelandair. Heavy snowfall shut down the Munich airport for an extended period of time, which turned our original 50-minute layover in Reykjavik into an unexpected 2-day stay. Icelandair's response was exceptional. They quickly arranged comfortable hotel accommodations nearby and provided meal vouchers, easing the inconvenience. The team's communication and proactive assistance during the flight delays were commendable. I want to express our sincere gratitude to Icelandair for their handling of a very challenging situation. They provided outstanding customer service. Thank you, Icelandair!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBaltimore to Keflavík
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"lesson is anything but Icelandair"

(United States)

Trip Verified | I wish I'd read other reviews on this site before purchasing tickets. I bought 5 tickets with upgraded seats in February 2023 for a flight in December 2023. A week before the flight, I received an email encouraging me to upgrade our seats; when I looked, I saw we had been downgraded and redistributed in separate seats throughout the plane. I was confused because it appeared I had the option to repurchase the upgraded seats I'd already paid for. I was frustrated because two members of our party are elderly and in wheelchairs, and one is a toddler, which is why I paid extra to preselect roomier seats together in the first place. When I called customer service, the agent apologized and placed us back together, so I assumed the issue was resolved. A day later I looked again and saw that the toddler had once again been separated to the back of the plane. I called customer service again. Rather than move the toddler to sit with us, the second agent again redistributed the five of us around the plane. I called again. The third agent offered to let me pay again to upgrade our seats, while informing me that the airline could not guarantee that children sit with their parents or that our upgraded seats would not again be downgraded and we would be split up. So, IcelandAir's apparent policy is: we can't guarantee families will sit together, so you should upgrade, but even if you upgrade we'll still split you up and ask you to upgrade again, with no credit for the prior purchase. What a joke. Never again. I've learned my lesson, and the lesson is anything but IcelandAir.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteDenver to London via Reykjavik
Date FlownDecember 2023
Value For Money 12345
no
1/10

“Company is terrible”

(United States)

Not Verified | Company is terrible. Lost our luggage coming home and there was no response from the company. Avoid them at all cost - the customer service is no good as they are not a major carrier in the US. I called Icelandair headquarters for 8 months trying to find out bags and they were never returned to us with no explanation.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteDenver to Iceland
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

“will force you to pay”

(United States)

Trip Verified | We got charged $75 per standard USA size carry-on and 10kg (as they required) luggage. Stay away if you from any civilized county with standard luggage sizes, Icelandair will force you to pay.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOslo to Seattle via Reykjavik
Date FlownNovember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no