Icelandair

✅ Trip Verified | Nothing good to say here. One hour layover in Keflavik (12/18/22) turned into the 4 days. Still awaiting reimbursement (mid March 2023). Airline was completely unhelpful in helping to find accommodations or making our overnight in airport remotely eased for our senior bodies, airport staff went out of their way to make it worse. Paid extra for leg room on every part (didn't happen) and add an hours delayed flight with med emergency en route and we ended up flying into closest, soonest metro airport, renting car for return to get home before Christmas. A travel nightmare. Still awaiting reimbursement 3 months later.

✅ Trip Verified | Poor service, self check in and self baggage service. Staff not most helpful. Multiple halts on boarding the plane, which is likely to be delayed. Packed us in the shuttle bus like sardines. Will not recommend flying with Icelandair, but you don't have much choice when you want to visit Iceland.

✅ Trip Verified | We purchased seat selection with our tickets. Icelandair canceled our tickets and delayed our flight by 24 hours. You can’t call anyone in customer service. we were promised compensation for a hotel and I was also promised by the gate agent that I’d receive a refund for the seat selection since our rebooked flight had our seats scattered across the plane. I submitted both forms for reimbursement and they don’t even give you a confirmation number just a “thanks someone will be in touch soon”. I just received an email that they will not refund my $150 for seat selection (note I didn’t ask for a full ticket refund, just the seat selection upgrade of 5 tickets x $30). I try to call in and no one will help or explain why. I still have not received a response about hotel reimbursement and no one can tell me when that will happen. Very disappointed with this airline.

✅ Trip Verified | We chose Icelandair for our trip to Europe for the possibility of spending a few hours in Reykjavik and visiting the city for a one day layover. Our experience started horribly, with our flight being rebooked less than a week before departure. We arrived at the airport and no carry ins were allowed in economy, only to see many passengers in economy with a carry on bag the same size as ours. They damaged all of our suitcases. And now on the way back, our flight was once again cancelled and rebooked. It’s a complete nightmare and their customer service is the same as nothing. If you have to fly this airline, don’t even go! You will save yourself a lot of grief!

✅ Trip Verified | I had a return trip home to Canada for Christmas, while my flights to Canada were canceled a day in advance due to incoming bad weather, they did immediately rebook me on another flight to get me back to Canada, and when I called their agent did the best they could to get me home in a timely manner. While my flights back to Canada were a disaster that was not Icelandair's fault. I was booked automatically on British Airways and Air Canada flights as there were no other flights to Toronto with Icelandair for a few days. As I was let down by the other two airlines with delays, missed connections stranding me in London for the night, and then losing my luggage for 18 days. I was pretty anxious to fly back to Glasgow. The Check-in for my luggage was quick and easy, and they also printed one boarding pass for both of my journeys. They were very communicative with passengers as we waited for boarding to begin. While it is not very organized boarding, it went by quickly. I did pre order food, which I was satisfied with. I don't typically sleep on flights, but they did provide a blanket and pillow already placed on your seat. As well, I saw them walk around the plane offering water to passengers throughout the 5 hour flight. The way I booked my flights to Scotland left me with an hour layover in Iceland. But as we landed they explained what we had to do if we were connecting to UK and Ireland, which was to walk directly to gate and avoid passport control and security again. That flight was just as well equipped as the last, where I had a comfortable seat with good leg room better than other airlines I've flown on.

Not Verified | Awful customer service and experience. They nickel and dime you. The flight was cancelled. They wouldn’t release my spot to make other accommodation. I was then out hundreds of dollars for my hotel and missed tours. They ended up canceling the second flight too. Now it’s two weeks later, I have yet to receive a refund. You open a ticket to which they close saying it’s been refunded. I’ve replied twice saying it hasn’t. No response. I called and they can’t do anything or escalate it.

Not Verified | Paid for meals and upgraded seats. We were assigned our original seats (not the upgraded we paid for). When we got to our destination I called the airline and the representative walked me how to request a refund online. I did file a refund request and Iceland air replied "it is not our policy to refund for purchased seat upgrades if you reached your destination". We will never fly them again! You also have to purchase all food. They didn't give away a cracker.

Not Verified | Our flight got delayed from New York to Iceland from 7pm until way later. When we arrived at Iceland they swapped our flight to Hi Fly I think and they were so kind, but we waited 2 hours until the flight actually departed, but that’s Icelandair's fault. We arrived at London Heathrow and we waited for our luggage from 8:30pm to 10:00pm and it turns out they left our luggage in Iceland. Thankfully everyone in the other airports were very nice, saying they’ll reimburse us, giving us a free hotel for the night as we have a disabled person with us and also giving us meal vouchers. They told us we wont get our luggage until Christmas Eve, meaning we won’t get to relax on Christmas Eve and we’ll be having to unpack. Another woman on the flight, she was only meant to be in Iceland for the weekend, and there were no flights until today. The staff in Iceland just left them without any information of any flights they can take and thankfully they got the flight that departed today. Whatever you do, don’t fly Icelandair, some of the staff are rude, they’re disorganised and don’t care about anyone and are just plainly selfish. I wanted to have a nice holiday in New York but when I look back at the holiday which I just had, all I see is the stress they put us through and not the memories we had in New York. We spent more time in the airports than we did in New York.

✅ Trip Verified | Cancel your flight due to weather. Can't help that. But then turn off all phones and chat for 3 days so you cannot speak with anybody and just leave you in limbo. Will never fly with them again.

✅ Trip Verified | Chicago to Copenhagen via Keflavik. Cancelled flight 12 hours before we were leaving, although flight is arriving in Chicago and returning to Europe tonight. Who gets to stay on, we did not, awful way of doing business, never again