✅ Trip Verified
| Toronto to Frankfurt via Keflavik. The flight started well. Service was great, they had cute things for the kids, what seemed like a good entertainment system. The problem started with the delay on the ground before departure. There's nothing inherently wrong with delays, safety should come first; but we were repeatedly promised "ok 30 mins" only to have it extended to another 30 mins, and yet another 30 mins, and yet another - this attitude of miscommunication unfortunately continued throughout the entire flight experience. We were supposed to fly from Toronto to Frankfurt with a connection in Reykjavik. Unfortunately due to the long delay in Toronto, we missed our connection. Again, these things happen, the question is: How does the airline deal with it? In Icelandair's case -not well! First, upon arrival in Reykjavik, it was completely disorganized. Nobody told us where to go, even though connection times are extremely short. There were apparently 2 counters one could go to to rebook connections (about 5-10 mins from each other in the airport), but only one of them was the right one, and nobody told us which of the two to go to. So after some trial and error, we arrived at the right counter and waited for 20 mins, only to be told that we were wasting our time even in this line, because we actually were already rebooked and had to go pick up all our luggage and recheck it in. Fine, except because there's only ONE daily flight from Reyjavik to Frankfurt (unbelievable, given the hub Frankfurt is), we were rebooked on another 2-leg connection via SAS through Copenhagen instead. And SAS decided to open only a single check-in counter, despite the fact that there was a huge lineup of Icelandair passengers doing the same rerouting we were. All in all, it was a big mess, delayed multiple hours, arrived like 9-10 hours behind schedule in frankfurt, and it was all very poorly handled by Icelandair. To be fair, the tickets were much cheaper than say Lufthansa, so I can't say I fully regret it, but with kids and lots of luggage, it was probably among my worst flying experiences, and I fly often.