WOW air

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 472 reviews
3/10
3 star Skytrax Rating
Filter Reviews by :
Show
1/10

"last time with this terrible airline"

(Austria)

Verified Review | First and last time with this terrible airline. Three hours delay from Amsterdam to Reykjavik and almost 5 hours from Reykjavik to Amsterdam. Staff couldn't care less when I inquired about my connection flight, which of course I missed. I reminded the them that I have passenger rights and they said they don't care, they're a low cost airline. You have to pay for carry on baggage and don't even have a guarantee that it's going to be in the cabin.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteKEF to AMS
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"the worst flight experience"

(Netherlands)

Verified Review | Amsterdam to Newark via Keflavik with WOW air is the worst flight experience in my life. The flight was delayed for more than three hours, plus my luggage was lost! After three days the luggage is still not found, and the personal investigation can start only after six days. So I have to meet Christmas without any clothes and other stuff. The food on board is outrageously expensive, you pay 3 dollars even for water. All the money you save with this "low-cost" you lose for purchasing any kind of service and phone calls to try to get your luggage back.
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteAMS to EWR via KEF
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"what a horrible mistake"

(United States)

Verified Review | This is my first time using WOW air, and boy what a horrible mistake! Never to be repeated. I booked a Washington DC to Paris, with an hour-long layover in Rejkavik. The flight was booked as a regular flight to Paris with a layover, as one would expect. Then comes the baggage fees. they charged fees for each "leg" of the trip, for a total of 4 separate charges of $183. They claim for baggage they have to treat the flight as a Dc to Rejkavik and then Rejkavik to Paris, and same thing on the way back. When I called them, I could not get a straight answer from any of the 3 different agents I spoke with! Ticket is non-refundable, and it's a take or leave it. Baggage allowance are a one-bag of 44 lbs per passenger. My first and last time ever using WOW air.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteBWI to CDG via KEF
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"forced to pay the extra $100"

(United States)

Verified Review | Baltimore to Copenhagen return via Keflavik. At first I had a positive impression of this airline. The staff at BWI were cheerful and quite helpful. They checked my carry-on luggage and had no problem with it, as it was well within allowance in weight and size. The outbound flights were relatively smooth and uneventful. The problems came when I returned from my extended weekend trip, from Copenhagen. They decided at the gate that I was exceeding my allowances in size. They said that both my small carry on item and my personal item both had to go under the seat in front of me, that I could not use the overhead space for my small carry on, and that I had to pay $100 to upgrade to the "large carry on" or they would not allow me to fly. They also said that the small carry-on and the personal item both had to fit within the small carry-on allowance (42x32x25cm). However, their website is quite clear that the allowance for the small carry-on and the personal item (42x20x20cm) are exclusive. Also, the website states that the personal item must fit under the seat in front of you. No mention that the "small carry-on" must also fit under the seat also, which would be quite difficult to do. I pulled up the website and tried to show the staff this, but they refused. So I was forced to pay the extra $100. I hoped that this would all be sorted out via their customer service when I returned to the US, and even provided photographic evidence of the size of my baggage. But their response was that they trust their employees at the airport to follow the carry-on policy and they refused to give me a refund. Thanks to this extra $100 fee, their flight became more expensive than other airlines that offer meals, larger baggage allowances, and other amenities. If you do decide to fly this airline, buyer beware.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteCPH to BWI via KEF
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
10/10

"there was plenty of leg room"

(United Kingdom)

Verified Review | I flew from London Gatwick via Keflavik to Newark for a family birthday in New York. My daughters gave me the trip so they booked the cheapest ticket that they could find. After reading all the horror stories about WOW air I was nervous but there was no reason to be. All four flights left and departed on time, and the cabin crew were outstanding on all four. The Captain even announced over the tannoy for passengers to look out of the windows to see the Northern Lights. Even though I didn't pay for one, I had a window seat on three of the four legs. The crew had Christmas jumpers on for the Keflavik/Newark leg and all passengers were given lovely ginger biscuits and candy canes. I am a tall lady and there was plenty of leg room. My children had paid for one suitcase for me to go into the hold and my carry on luggage was the right size and weight so I didn't have to pay for this. I had carefully read the terms and conditions on their website so I knew what to expect regarding paying for refreshments. I can't comment on the food as I only had a hot chocolate and a coffee to drink. I will definitely travel with WOW Air again. I recommend reading their luggage policies carefully though. Kudos to WOW Air and their wonderful Cockpit and cabin crew.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteLGW to KEF via EWR
Date FlownDecember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"rude and disorganized"

(United States)

Verified Review | Gatwick to San Francisco via Keflavik. The flight was delayed, the staff was rude and disorganized throughout the boarding process and to top it off they made me pay $99 for my carry on. Their allowance for baggage, including transatlantic flights to the US is extremely small. Basically you can take a small backpack or a laptop bag. That's it. I've flown all over the world with that bag with countless airlines. The charge is exorbitant and I felt totally taken advantage of in the way it was handled by the crew. Never again
Type Of TravellerBusiness
Cabin FlownEconomy Class
RouteLGW to SFO via KEF
Date FlownDecember 2016
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

"I will never fly them again"

(United States)

Verified Review | The only positive thing I have to say about my experience with WOW air was that I liked the color pink they chose to paint their planes. That is literally it. The employees clearly are bottom of the barrel and don't get paid enough because they are rude and hardly speak English, except for the one flight attendant that was kind enough to give me some hot water since we had to stand outside in below freezing weather in Iceland for 20 minutes. The power outlets did not work in our seats. I ended up having to pay $400 for my luggage, one way and even though I was promised a refund of some of it by a customer service agent, was later told that it was my fault as I had paid for the bags twice and the airline does not issue refunds. Needless to say I will never fly them again.
Type Of TravellerCouple Leisure
Cabin FlownEconomy Class
RouteLAX to LGW via KEF
Date FlownNovember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"have no customer service"

(United States)

Verified Review | All four of my WOW flights (to and from Boston - London via Keflavik) were delayed. Not the major problem. Confirmed seat (toward the front of the plane) at time of ticket purchase ignored and new seat issued (toward the back of plane) at check-in. I was told, "It was changed. Move on." No explanation. Not the major problem. Luggage lost. Given case number and a WOW Air information sheet regarding lost luggage at Gatwick Airport. Sheet explained compensation would be paid at the rate of $25 US per day after 24 hours, not to exceed 4 days. Luggage finally located and delivered to Gatwick, 3 days after arrival. I submitted a request for the posted compensation for the lost luggage as well as the items I had to purchase to attend a function on June 11. At this point it has been well over 4 months since the request was submitted. WOW Air has said it should take 6-8 weeks to review and settle the request. They have apologized for the delay in resolving this issue and thanked me for my patience. I have written them many emails regarding this, submitted all documents requested by WOW Air 3 times (and acknowledged by them as they then ask for the same documents to be submitted again.) I have now received more than 10 case numbers for the same request. Checking the status of and of the claim numbers shows the claim as submitted with no other information. Checking any of the claims after 3 or 4 times, results in "Access Denied" and then I was given another claim number. For a relatively new airline, they have no customer service and ignore their own written policy.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteBOS to LGW via KEF
Date FlownJune 2016
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

"anything else you must pay"

(United Kingdom)

Verified Review | London Gatwick to Keflavik. Horrible staff and service. The advantage in ticket price is gone once you pay for bags and it is better to fly with normal airline. They have 2 bag sizes, basically for free is only a small hand bag. For anything else you must pay, the normal cabin size bag that is accepted by any other airline is considered as a large bag, and I had to pay GBP74 at the gate, which is excessive amount for people that take cheap airline to fly.
Type Of TravellerSolo Leisure
Cabin FlownEconomy Class
RouteLGW to KEF
Date FlownNovember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
7/10

"gives exactly what it says it will"

(United States)

Verified Review | As I sat in the international section of Logan Airport in Boston, I promised myself to add a Wow Air review. The Wow Air gate personnel called for passengers to certify their carry-ons before the flight. Since I carried only a 33-liter lightweight backpack, they quickly slapped their purple You May Pass tag on its handle. I kept that tag on the bag for all four flight segments with Wow, and was never asked about it again. Perhaps because they examined the bags earlier, there was no baggage-related delay or backlog at boarding. We were shuffled onto a descending escalator to a small room but not allowed to board for a few minutes. With no one in charge in that small room, we passengers had to spread out to allow the unending flow to get off the escalator. It could have become a problem, and although it didn't, I'll dock Wow one rating point for that. On board, was as advertised. Food and drinks, even water, cost money. (I especially enjoyed the ~$9 hot ham and cheese sandwich.) Legroom was better than on Southwest. There was no entertainment, but there were two power plugs in every three-seat row, so forewarned passengers such as me could watch as much video as we brought with us. All four segments departed and arrived about on time. The Frankfurt to Keflavik plane did not have power plugs, though it did have six channels of music in the armrests. Service was friendly, and as I mentioned, there were no problems. I'm happy to recommend Wow Air as a cheap option for Europe to America flights, but not so much from America to Europe. Wow's US flights all depart in the early evening for arrival in Iceland in the wee hours, with hurried connections to Europe arriving in the morning. With an early evening departure and a slightly overwarm cabin, I found it hard to convince my body to sleep during the five-hour Atlantic flight. Pulling an all-nighter like that didn't help my jet lag. I'd much rather take an early morning flight to get to Europe around bedtime or a late-night flight with a better chance of napping. If you don't get caught in one of the horror stories listed by other travelers here, Wow Air gives you exactly what it says it will : An amazing price if you're willing to travel light and bring your own entertainment. Only you can decide whether that's worth it for you.
Type Of TravellerFamily Leisure
Cabin FlownEconomy Class
RouteFRA to BWI via KEF
Date FlownNovember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes