✅ Verified Review
My mother and I arrived at Keflavik airport at around 6am on Friday 28 October 2016 nearly two hours before our flight F1494 was due to leave for Birmingham airport. We’d travelled from Keflavik 18 months previously and had one of the worst experiences at any airport we’ve visited in over 30 years of worldwide travel – we were hoping it had improved since then. Whilst I would say it has improved slightly, they still have a long way to go before it can be said that Keflavik is a welcoming airport. We went to join the lengthy queue for Icelandair so as to check in but we were informed by a dour looking female member of staff that we had to print out our own boarding passes before we could join the queue for this operation. As neither Mum nor myself are technically minded I asked two other female members of staff if they could help us? One of them just walked off. I have noticed that the majority of staff at Keflavik don’t like to help passengers as it prevents them talking to their colleagues. The other lady was new to the job and was hoping to make a good impression, so she assisted us – let’s hope it stays that way. I’d advise all passengers to arrive well in advance of their flight time as all the queues are long and if you get in the wrong one you are in trouble. The queue from customs was so long it stretched to the top of the stairs and lift exit, which prevented people from getting out. This must surely be a health and safety risk? All of the places to eat were full and there are very few seats elsewhere, so be prepared for a lot of standing, especially when waiting at the boarding gate as there are several flights waiting to be boarded in the same small space. The airport could definitely benefit from expansion as at best it’s a shambles, at worst – chaos, but more than that, the staff need to stop seeing travellers as an inconvenience and realise it’s part of their job to be of assistance. If staff don’t want to do what is expected of them then maybe they should ask themselves if they are in the right job and if not, let someone else do it (and that doesn’t mean the passengers!) I would love to visit Reykjavik more often but the thought of having to go through Keflavik at the end of a hopefully enjoyable holiday more than puts me off. Iceland is becoming more and more popular for visitors and the people I’ve met in Reykjavik have been amongst the friendliest in the world, but their fellow countrymen and women at Keflavik let them down big time. All staff could do with a thorough performance management check and, if necessary, be sent for further training so they can be made fully aware that they should be approachable, helpful, courteous and patient, something that sadly they are still miles away from.