WOW air

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 579 reviews
3/10
No Skytrax Rating
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1/10

"silly automated email responses"

(United States)

Trip Verified | Baltimore to Gatwick via Keflavik. Flight from BWI to KEF delayed 1 hour. During air time, there was a snow storm in Iceland and we spent two extra hours in the air and almost had to find a different airport to land at. Extra complaints - no options for a free snack like peanuts or even water; the flight attendants are rude and made guests feel uncomfortable. Missed our connecting flight to LGW. WOW gave us a bus voucher, hotel voucher, and food voucher. Our bus voucher could not get us on a bus - the bus drivers said "no, you go that bus over there" (broken English) - eventually there were no more bus options. We went inside, wandered for a good bit until we finally found a WOW employee, who told us to go outside (into the blizzard, I'll add) to look for the bus that originally told us we could not get on! After much arguing, WOW put us on a taxi to our hotel that was 45 minutes from the airport. The hotel was not ready for us and we waited, sleep-deprived in the lobby for two hours. The food voucher could only afford us bowls of soup from a restaurant that was not friendly. We were told to meet in our hotel lobby at 2:30AM and a bus would pick us up. The bus never came. Time was cutting close, so we opted to call a taxi to take us to the airport, or else we would miss our flight. The taxi ride costed us $200. There was no WOW air gates, so there was no representatives available to talk to. We stood in a random line in the middle of the airport which was our "gate". The line then turned into waiting in line outside. We were put on a shuttle and eventually walked outside (into the blizzard) to get on the plane. We filed a claim, multiple claims actually, and only receive silly automated email responses. I messaged their customer service on Facebook, and someone responded saying it takes up to 6 weeks to get a response on a claim. After a couple weeks waiting anxiously, I responded to one of the automated emails. Someone replied and said responses to claims can take up to 10 weeks - basically, WOW just passes you around until you're too tired to complain anymore.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBaltimore to Gatwick via Keflavik
Date FlownMarch 2018
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

"absolutely horrible experience"

(United States)

Trip Verified | Paris to Boston via Keflavik. What an absolutely horrible experience. We booked months in advance and paid for priority boarding, "XXL seating" and in-flight meals, we got none of what we booked or paid for. When we asked at the gate the WOW agent actually literally laughed at us and said so sorry nothing we can do! We flew economy on both legs of our trip even though we paid for premium seating. The in-flight crew was however very nice and appeared to care. We left the gate 2 hours late on the Iceland to Boston leg. They say buyer beware. In the case of WOW, just don't do it, you will be disappointed. We learned the hard way.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteParis to Boston via Keflavik
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
8/10

"experience was rather pleasant"

(United States)

Trip Verified | New York to Amsterdam via Keflavik. My experience was rather pleasant. The cabin was new and clean with nice purple dimming lights to add a little flair to the experience. There was ample room in overhead bins for carry-on bags, so be sure to check the measurement requirements before paying the high fee to check your bag (I paid $75 but ended up stowing my suitcase in the bin.) The crew was nice and professional, and even alerted us as to when we might see the northern lights as we approached Iceland. The seats were basic but with plenty of leg room, and the window seat was close enough to the wall so I could lean against it while sleeping without getting a backache. I took a red eye flight and wanted to get good sleep so I didn’t mind not having inflight entertainment. There was one passenger in the front seat who freaked out because he thought the passenger next to him was chanting “Islamic hymns” but the guy he was referring to was clearly not a threat as he was sitting next to his wife and wearing quite fashionable sweats and sneakers. I was impressed with the crew who addressed the situation calmly and professionally and was able to assure the disgruntled passenger that he was safe. I’d highly recommend this airline, but be prepared: you’ll have to buy bottled water on board or before your flight as they don’t offer it for free; make sure the name on your flight ticket matches exactly what’s on your passport (with middle name spelled out); carry-on and checked baggage fees are higher than normal. Read all the fine print!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteNew York to Amsterdam via Keflavik
Date FlownMay 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Worst flight ever"

(United Kingdom)

Trip Verified | Pittsburgh to Gatwick via Keflavik. WOW air simply don't. Worst flight ever and that's saying something. I tried it out to see if it gave an option for those in the team flying to the US. Home leg i arrived at LGW 10 hours late, not a sign of free water in our 2 three hour tarmac stops even though passengers were standing at the door so as not to pass out. Flying narrow body planes to the US is madness a weather event gave us excess head winds and the pilot had to divert to Goose Bay to top up the fuel. Given a 1 star as zero was not offered.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RoutePittsburgh to Gatwick via Keflavik
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"do not have any customer service"

(Israel)

Trip Verified | Tel Aviv to Chicago via Keflavik. The worst company I’ve ever flew with. It’s basically easier to say that they do not have any customer service! Know that if you’ll have any problem with your flight you’ve got no body to rely on!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteTel Aviv to Chicago via Keflavik
Date FlownApril 2018
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

"Worst experience ever"

(Canada)

Trip Verified | Frankfurt to Toronto via Keflavik. Worst experience ever. The flight got canceled and we were informed about the cancellation when it was time for the check-in. No help was provided at the airport concerning alternative options and we were advised to call the help service. The help service offered the options of taking a different flight three days later or canceling the trip and use a different airline. I opted for the different airline which was three times the price due to the last minute booking I had to make. I’ve been waiting for 8 months now for my compensation of 600€, and after sending about 25 emails back and forth they still haven’t managed to send the money. Conclusion: Avoid this airline at all cost, it will only cause you trouble which won’t be resolved in months.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteFrankfurt to Toronto via Keflavik
Date FlownSeptember 2017
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"middle names on tickets"

(Canada)

Trip Verified | Montreal to Keflavik. The only one company to force European travelers to have middle names on tickets. The issue has been fixed for free for my first flight, but they asked me to pay for my return flight. Middle names are not mandatory for European travellers, but they can refuse the boarding if they want. It seems to be random when we search for similar issues on internet.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMontreal to Keflavik
Date FlownApril 2018
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

"Worst flight experience ever"

(United States)

Trip Verified | Frankfurt to Baltimore via Keflavik. Worst flight experience ever. We were delayed 2 hours leaving Frankfurt. WOW provided no information about our connecting flights despite multiple requests until we landed. The majority of those flights, including mine, left without us leaving about 80 passengers stranded. Wow did not immediately confirm seats for the next day, instead leaving us to deal with their Horrible customer service staff and terrible online service to get a seat on the next day’s flight. They housed us in a “hotel” they own near the airport in a former military barracks. It’s really a hostel with common bathrooms and is a complete dump. We spent hours trying to confirm we were on the next flight out. Of course the flight was overbooked but we made it on, thank goodness. We will never fly WOW again
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFrankfurt to Baltimore via Keflavik
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the worst experience ever"

(United States)

Berlin to Baltimore Washington via Keflavik. Absolutely the worst experience ever. I read the reviews and should have bee warned. But I took a chance. I was denied boarding to a flight that took off and landed in Iceland. I was told my flight was canceled and there were no hotel rooms in all of Iceland. I showed a gate agent, who was not an employee of WOW available rooms and was still denied boarding. Given a piece of paper to call WOW and rebook. No WOW reps were ever available at the airport. After 45 minutes of waiting and a lot of struggle WOW could get me home 4 days later 4 days. They offered to put me in a roached out motel at the airport. with nothing to do but wait. I rebooked with a reputable carrier and came home. After a long horrible customer service experience they agreed to refund the cost of the ticket home and nothing more. 2 weeks later no refund. Another painful call and "there was a glitch your refund is coming" I was told I was speaking to a manger. of WOW. they must station their managers at a call center in India No refund out a lot more than had I booked with a real carrier. Never again and you have been warned.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBerlin to Baltimore via Keflavik
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
4/10

"customer service does not respond"

(United States)

Trip Verified | Boston to Reykjavik. This airline customer service does not respond in a timely or appropriate manner. Airport staff are rude and not helpful. They place young students on a class trip scattered throughout the plane amongst strangers. Think twice about using this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBoston to Reykjavik
Date FlownApril 2018
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no