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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1/10

"most uncomfortable flights"

(Sweden)

Flew Icelandair Saga class from Stockholm to New York and it was one of the most uncomfortable flights I have experienced. The seat reclined only slightly and left me at an angle so I couldn't sit properly nor lie down and instead spent the duration of the flight trying to keep in my seat without sliding down. In fact I preferred standing in the aisle which I did quite a. Lot. It was twice the price of a flight with Norwegian but everything about the flight was worse except the fact that it was more or less on time. When I flew its Norwegian it was greatly delayed. The service was mediocre - the food passable - toilets old and not kept clean for the duration of the flight . No priority boarding nor disembarking and the tagged priority luggage was not prioritized! From now on I will have to fly SAS and suck up the added expense. I suppose there is a reason they are so much more expensive.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteARN to JFK via KEF
Date FlownOctober 2015
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

"seats in Boeing 757s behind the times"

(United States)

Flew Denver to Keflavik return in Saga Class which is Icelandair's version of premium class. Both the flights were on time. Inflight service was efficient. Ground service at American airport was good but at Keflavík chaos reigns. Whereas at American gateways Saga Class passengers have priority in boarding, no such courtesy is extended at Keflavík which is the home of Icelandair. The Saga Class seats in Icelandair Boeing 757s are behind the times, more in line with US domestic First Class. The wifi was complimentary in Saga Class. The Saga Class lounge at Keflavík is a quiet refuge and on this visit I saw that the vegetarian offerings had been expanded. But no such luck on the flights where the vegetarian pickings were slim.
AircraftBoeing 757
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteKeflavík to Denver
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
7/10

"a confortable flight"

(Italy)

Nowadays is becoming rare to fly a 757 in Europe. Icelandair seat provided a confortable flight for legroom and confort. Flight was on time. The downside with Icelandair is the low cost policy, and everything on board is on sale (save a glass of water). In general a good experience, but no food is served.
AircraftBoeing 757-200
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteKeflavik to Copenhagen
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
2/10

"not worth their discount price"

(Germany)

I flew Icelandair in May from Toronto to Munich via Keflavik. The airline was what is expected for a low budget airline. However they lost my luggage, as accidents happen I decided to give Icelandair a second chance and recommended it to my parents as the halfway layover is convenient. My parents had a terrible experience in the way over as they were forced to go through the basement and then take a bus to their connecting flight and then go through security a second time, causing them to almost miss their flight despite the fact that their first flight arrived in time. On their way home arrived to the airport to find a massive check in line, there were no check in machines and only 2 people working at the counter. The people moved extremely slow and were very rude. Overall the airline appears to be very unorganized and unhelpful. They are not worth their discount price!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMunich to Toronto
Date FlownOctober 2015
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
9/10

"Icelandair went above my expectations "

(United States)

For a low budget airline, Icelandair provides exceptional service. During a recent trip to Europe, my flight out of Toronto was late to take off and I ended up missing my connecting flight to Frankfurt from Keflavik. However, Icelandair was able to make my experience very positive by providing a clear explanation for the delay, being apologetic for the inconvenience and providing detailed information on what to do during a 24 hours layover in Iceland. Icelandair paid for a hotel room, transportation and 3 meals during my unexpected stay in Iceland. At the Icelandair Hotel in Keflavik, the front desk agent even looked up bus schedules for me. The customer service at Icelandair went above my expectations and I would recommend it to a friend.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteYYZ to FRA via KEF
Date FlownJune 2015
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"staff polite enough, not over friendly"

(United Kingdom)

Decent enough flight with Icelandair from Manchester to Newark via Keflavik. Outward, everything was on time. Bit confused at Keflavik, as wasn't sure what to do re onward flight. Basically, you arrive into a large waiting area with an expensive self service cafe. We were lucky, as we arrived, there were few passengers, 20 minutes later another 2 flights had arrived and there was nowhere to sit. 2 hour stopover passed fairly quickly. You just check the board and sit near your gate. No delays. 2 small bottles of water given to you as you board 2nd part of flight to Newark. Tea, coffee, soft drinks are complimentary. Entertainment ok. Passenger next to my son had a faulty screen and was given an Ipad. Return flight fine. Only offered one drink in 5 and a half hours, but it is overnight. Experienced no problems really, staff polite enough, although not over friendly. I would fly with them again. My only real problem was flying back, the ignorant middle aged male passenger directly in front of me, immediately reclined his seat after take off, although there is very little room. I am 5 ft 10, and have limited mobility and so was very uncomfortable for 5 and a half hours. My only consolation was that the person in front of his wife across the aisle, did exactly the same to her. Some people clearly have no thought for anyone but themselves. Of course, in the scheme of things, not the end of the world.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManchester to Newark via KEF
Date FlownAugust 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"not seen lax attitude like Icelandair before"

(United States)

I have not seen a lax attitude like Icelandair before. Flight got delayed from FRA to KEF, no problem. But at KEF, it took them 15 minutes just to get the airbridge connected. KEF-DEN is delayed, we were supposed to get a different plane and new seat number. While a bunch of us waited at KEF airport, there was no announcement at all about our new DEN flight. Fortunately, a girl asked me has DEN boarded? We went to the gate to check and the staff was like "Oh yeah, you're the last one to board the plane." Excuse me, there are at least 10 more people behind us. US$3 for SKYR yogurt that was half full and no food service for 8 hours long flight.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFRA to DEN via KEF
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
9/10

"it was calm, efficient, good value"

(United Kingdom)

Newark to Gatwick via Reykjavik on Icelandair, and it was calm, efficient, good value. We took our own sandwiches, but the menu items for sale on the plane looked quite good, not outrageously expensive and are brought to your seat if you pre-order. There are few flight options from Gatwick to New York these days but this choice worked out well for us. Here are some tips if you are travelling through Reykjavik between two non-Schengen countries (eg. UK to USA). You don't go through passport control or customs till you reach your final destination. Instead, when you disembark in Reykjavik you are in a Transit Lounge that has a duty free shop, a cafe, limited seating and all the gates for connecting flights. The gates are just gates: they don't have their own seating areas. When you arrive, check the departure date for your connecting flight and claim seats nearby. With that as your base camp, your partner and you can take it in turns to visit the other facilities/return with a tray of refreshments (try the Skyr: a low fat yoghurt/cheese Icelandic speciality).
AircraftBoeing 757
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteNewark to Gatwick via KEF
Date FlownSeptember 2015
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"assigned seats all over the aircraft"

(United States)

My family of 14 flew Icelandair from Washington to London with a transit in Reykjavik, Iceland. I bought these tickets eight months ahead of time. I checked and confirmed all seats for all 14 of us. However, when we checked-in in IAD, even thought we arrived to check in early enough, we were assigned different seats all over the aircraft. The arm rest in between seats on the flight to Reykjavik could not be lifted up. I I could not lay down the 4 year old daughter to take a nap between seats. There was a technical issue and more than an hour delay when we left Washington DC. That made us miss the connection flight in Reykjavik. Icelandair reconnected all of us go to London via Manchester. The flight from Reykjavik okay. However, Icelandair did not have a boarding pass for my 4 year old daughter. I only knew the customs in Manchester kept asking her boarding pass when we walked from terminal to terminal. I had never thought they missed her for the flight to London. The staff in customer service desk in Manchester told me that flight was fully booked. That was terrible. Eventually, she got all 14 of us on that flight to London.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWashington to London via KEF
Date FlownJuly 2015
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

Icelandair customer review

(United Kingdom)

Travelled with 2 small children. Good value for money. Meals for adults prebooked and standard economy class food / same standard as Easyjet. Children given attractive food boxes on all legs (no need to pay on aircraft or pre book). Children given excellent entertainment pack with cards, colouring packs, headphones and a cleverly designed blanket which folded into a backpack for the longhaul legs. Crew caring and considerate. Preboarding for those with families. Very generous baggage allowance included in price of ticket. Quick connecting times. Leather Recaro seat with good legroom for economy class. Inflight entertainment screen good but the choice of music and films dated and very limited. TV programmes tended to be pilot programmes - this was the only inflight downside. Nice flying on small aircraft that are quick to load and unload. Before you fly it is made quite clear that adults will not be fed nor will there be alcohol unless you pay. Another downside is that while Keflavek airport was very easy to transit through, it is absolutely filthy and in need of a deep clean as this clearly does not happen between the waves of flights.
AircraftBoeing 757-200
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLHR-KEF-BOS to BOS-KEF-LHR
Date FlownAugust 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes