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
Filter Reviews by :
Show
1/10

"refused to cover minimal delay compensation"

(United States)

Trip Verified | I wouldn't fly Icelandair if you want your luggage to arrive with you. I checked my bag 4.5hrs before flight on Aug 17 from Reykjavik to Denver. It never arrived and sat in Denver 4 days while they tried to figure out where Flagstaff, Arizona was (6 flights daily Denver to Flag via American airlines. Then stupidly sent it to Tucson where it still sits a week later (8/24) and they refused to cover minimal delay compensation. They absolutely suck, you get what you pay for and it ends up costing you more in time, trouble, money and emails than flying with a more reputable airline which do correct their mistakes when they occur such as delayed or lost baggage.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteReykjavik to Denver
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
3/10

"flight was horrifically delayed"

(United States)

Not Verified | Saga Class, Denver to Amsterdam via Keflavik. Flight delays for over an hour. Wrong name on ticket led to my needing to spend an additional $1,200 to change my name (which they again got wrong) even while I was told it would be a simple fix. Drinks in business class were warm, so no champagne or white wine. They were warm on all 4 flights we took including two legs in Economy class. Only one of the last 6 flights we've taken with them was on time, every other flight was horrifically delayed without much communication. One flight was delayed by two hours while we were standing in line 3 hours early and only my wife was notified and she shared it with me, who made the reservations, and also several people in line who didn't receive the notification. We paid over $5k US for Saga class and it's nothing more than the seat you are paying for as the level of service is dismal. In flight wifi never worked on any leg not even when we paid $12 for access. I was taken to a room and patted down and had every item of mine tested for gunpowder residue they said because it was random but this was following multiple delays a near missed connection, a name issue on my tickets that cost me more money and terrible service all around. They refused to give us a set of the cheap headphones when the wifi didn't work. There was no meal served on an 8 hour flight. The seats are so old there is zero padding so we had to sit on the pillows and couldn't get another one for our heads. Just awful and everything you think of when you think of a budget airline.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteDenver to Amsterdam via Keflavik
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"this is the worst airline"

(United States)

Trip Verified | After 80 countries visited, this is the worst airline. Nickel and dime you, including some of the highest baggage costs for an international flight. Every other airline accepts the standard carry on, but they don't. Their sizes are different than other airlines. We paid to reserve seats and at no time did they tell us the seats we reserved were limited recline. Why did I pay for one of the only few seats that doesn't recline. Boarding process seems scattered and hectic. Not a fan and will look elsewhere for flights to Europe and iceland.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Keflavík
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"seat upgrade and meals can't be refunded"

(United States)

Trip Verified | Buyer beware! I bought a nonrefundable ticket in December and was unexpectedly laid off in July. I purchased meals and upgraded seats for two passengers for a trip in September. I understand I could not get a refund for the basic airfare but I don't understand why the seat upgrade and meals can't be refunded. They will not even give me a travel credit. They are really kicking a person when they're down.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBoston to Keflavik
Date FlownAugust 2023
Value For Money 12345
no
8/10

"no issues and got me there on time"

(United States)

Not Verified | The flight was fine - ample legroom, nice entertainment options, clean onboard bathrooms and pleasant staff. The food kinda sucked and you have to pay for it. Icelandair was great - no issues and got me there on time.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteStockholm to Portland via Reykjavík
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"I will never fly Icelandair again"

(United States)

Trip Verified | The day before our flights I was told our business class seats were being downgraded. Turned out only one leg of the trip was downgraded. We requested a wheelchair for my husband. No wheelchair was in sight when we landed in Seattle. We had another flight to catch so my husband started walking. No one with a wheelchair came to our rescue. I found a wheelchair and pushed the wheelchair while towing and carrying our luggage. The customs agent said that it is common for there to be no one with a wheelchair even when requested. After arriving home, I received an email stating that only half of the fare between business and economy class would be refunded. I will never fly Icelandair again.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBergen to Seattle via Reykjavik
Date FlownJuly 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
1/10

"told they can't help with anything"

(Denmark)

Trip Verified | Absolutely disgusting. Two flights delayed, which caused me two connecting flights so I had to buy new ones. Zero help. The first cancelled flight Icelandair didn't even tell me they had delayed the flight to the day after, as the travel agency only told me the ticket was cancelled. I had to buy a hotel and another ticket because of the missed connecting flight. I tried calling their customer service but was basically told they can't help with anything. The added expenses have cost more than the first tickets and rather than spending 7 hours on the flight I've spend over 48 hours and sleeping in Keflavik airport on the floor.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteNuuk to Aalborg via Keflavik
Date FlownJuly 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
1/10

"customer service became condescending"

(United States)

Not Verified | Deceptive gate agent in origin city resulted in over charge for baggage upon arrival to Keflavik. Obtuse customer service became condescending and did not resolve my issues. I do not recommend traveling with them.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSeattle to Dublin via Keflavik
Date FlownJuly 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
1/10

"our seats were not available"

(United States)

Not Verified | We purchased our business class tickets in January of 2023. When we arrived at SEA, we were told that we had been notified of an airplane change (they didn't notify us) and our seats were not available. We flew the 757-200 plane that had been booked (lie number one). Our seats had just been assigned to someone else. I book Business/First Class seats because that is the way I want to fly. There was no equipment change. IcelandAir overbooked Business Class and too bad for the people that they have to bump.
AircraftBoeing 757-200
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteSeattle to Barcelona via Keflavik
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"they do not offer dairy free meals"

(United States)

Trip Verified | I have a big complaint — they do not offer dairy free meals. I’m flying Saga class on an international airline and you’d think they would offer something for people who are made sick by dairy. They do not. They only offer “lactose reduced” which means the food will have casein and whey. So right now I’m very angry with them. When I called before I left Portland, the woman on the phone told me that if only I’d called 48 rather than 24 hours previous I’d have had a meal. So this time I just called three days ahead and no such dairy free meal exists. Business class. Unbelievable. And the comfort level of the seating was far below American, United, and British Airways. I was a fool not to read all the Skytrax reviews first. Next time I’ll know better.
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RoutePortland to Dublin via Keflavik
Date FlownJune 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no