✅ Trip Verified
| I understand why they call it WOW air now. This is the worst of the worst! I am a very seasoned traveler, and I have never encountered such an inept series of errors that caused me to move my flight a week before travel, get refused boarding at check-in, and be forced to fly on Icelandair. Their customer service is atrocious, their policies are purposely deceptive, and the entire experience was tantamount to theft. I was traveling from Los Angeles to Reykjavik. A week before flying I received an email stating that the flight on Jan 31 was "seriously delayed" and to call customer service to arrange a new date. A new date? That's called a cancellation! After spending 20 minutes waiting for their Indian call center to answer, the lady would only tell me the flight was delayed indefinitely, however, if I could book through Chicago at the same cost since there were no other flight options for me that same date (WOW has only one flight per day from LAX, and not each day) I could get myself to Chicago before their 4.50 pm departure with nominal effort on United since I couldn't change my vacation dates. I was told to file a claim via their website to have any consideration of refunding the difference between flying from LAX and Chicago, especially since they charged me an additional $12 to have an assigned seat. After several attempts to file a claim and arguing via Facebook with their customer service, they admitted that their website didn't have a claim service, so they sent me a link via email saying they would get back to me within 72 hours. It's now 11 days with no response. I get to Chicago, but their check-in is only open 3 hours prior to boarding. I try to check-in, but they refuse to check me because my passport name was different than what was on my ticket (Tim versus Timothy). They tell me to step aside to call customer service to have it corrected since the gate agents can't do anything. After waiting in line for 25 minutes, the guy spends another 15 minutes making me hold before telling me there is nothing he can do because their policy does not allow changes within 4 hours of boarding. So, if you have any type of issue, they can't help you since they open three hours before boarding. So, I'm left stranded in Chicago. The best part is that the flight was delayed 1.5 hours, so technically my change was within the four hour window, but they wouldn't help me. The good news is I found my way to Icelandair, and had a very pleasant experience because they had a flight that left at 6.40pm. The agent told me when I bought the ticket that they get a lot of business from people kicked off WOW at the last second. Another funny thing is WOW sent me a customer service request via email, but their link failed! Bottom line: Do yourself a favor and take Icelandair to Iceland. WOW is totally incompetent.