Icelandair

✅ Trip Verified | Worst Airline Experience – Avoid Icelandair! I recently flew from Keflavik to Paris with Icelandair, and it was the worst airline experience I’ve ever had. The staff was rude and unprofessional, lacking basic manners when dealing with passengers. I had pre-paid for extra luggage through their website, but at the check-in counter, they still made me pay more. It felt like a scam designed to squeeze more money from customers. Their website is poorly managed, and their service is completely unreliable. I would never recommend Icelandair to anyone. If you want a smooth, hassle-free journey, avoid this airline at all costs!

Not Verified | Icelandair’s policy on flight changes due to illness is unacceptable. Despite providing documentation of a serious illness, they refuse to extend rebooking options beyond their arbitrary one-year window. This means I am now set to lose over $8,000 in airfare and Icelandair refuses to accommodate. Their customer service was unhelpful and dismissive.

✅ Trip Verified | Copenhagen to Keflavík in Saga Class on a 737 MAX. Saga Class is Icelandair’s take on Business Class - comfortable, though not quite a true premium offering. The seats are spacious with generous pitch, though they do not recline into a flatbed. That said, for a short three-hour flight, this is hardly a drawback. Service was quintessentially Icelandair - friendly, efficient, and professionally businesslike. Among options connecting Iceland to Europe and the Nordics, Icelandair remains the most comfortable premium choice. Complimentary Wi-Fi was a welcome perk for Saga Class passengers, though connectivity proved inconsistent.

✅ Trip Verified | Keflavík to Copenhagen. This flight was operated on anew A321neo, showcasing Icelandair’s Saga Class, the airline’s Business Class product. Although the flight was delayed by three hours - an uncommon occurrence given Icelandair’s excellent on-time performance - access to the Saga Lounge at Keflavík ensured the wait was a comfortable one. The flight itself was smooth and pleasant. While the Saga Class seats are not lie-flat, they are well-cushioned and provide ample comfort for the short journey. The onboard service was warm and efficient. Overall, no complaints. Icelandair’s Saga Class delivers the most comfortable option for travel between Iceland and Europe or the Nordics.

✅ Trip Verified | The customer service for the numerous issues we had was horrific! Our luggage was lost and delayed for over 2 days, and we were told multiple very different stories about where our luggage was and when we would get it - nobody could help us. Our luggage was damaged beyond use - one missing a wheel and the other missing the handle. When trying to get reimbursed for items purchased while our bags were missing - which we were told we could do by the Icelandair agent - the website didn't work and we got the run-around for a week. It was the same when trying to file a claim for the damaged luggage. We were told multiple different stories on what to do to get reimbursed and still no resolution or information and how to resolve after more than a week. We have still not been reimbursed or contacted. Business Class seats/service on the flight itself ok - not great but not horrible.

✅ Trip Verified | Terrible! We flew business class (1st flight) and economy (2nd flight) with them. Business class was good service although the pillow was crumpled and dirty from what looked like the last person had stepped on it. The economy flight was terrible! It took over two hours just to get a drink of water. The flight attendants stood beside us after giving the guy next to us his ordered meal and 2 alcohol beverages, which does cost (nothing covered but water on an international flight) they stood there laughing and flirting with each other rather than tending to people so long, about 15+ minutes, that he finished everything he ordered before we even got water. Very inconsiderate and rude flight attendants! Also, forget storing bags under the seats as suggested because unless it's a small purse it's not fitting! The poor family in front of us with kids had to use the call button because they completely ignored that family and they waited 20+ minutes before anyone came. The toilets stopped flushing and there was no water in the bathrooms to wash your hands. Don't even get me started on how disorganized they are for boarding! It causes high stress for some as one woman snapped at us to get behind her in line when she was infact in the wrong line and when she was told that we were business class and she needed to move to the economy line she gave us a look of death.

✅ Trip Verified |   Icelandair did a pretty good job. They got me to A to B to C ahead of schedule with my bags and in pleasant enough conditions. So for a fairly basic airline that’s what you get. The downsides were the food and beverages: not included and the fact that you’re starting to attract the wrong kind of pax on this type of flight. So, for example, I was unfortunate enough to be sat in front of a young Russian lady who glugged down vodka shots whenever she could get hold of a cabin crew and kicked me in the back when I dared to recline my seat and, er you know, sleep on a night flight. Shame actually because the two ladies next to me were both really nice people. So I guess it was just rough luck.

Not Verified | Flying Icelandair Saga business class is a real pleasure. I got access to the Lounge in Toronto, boarding was smooth and the seats, though not flat bed, comfortable for at five hour flight. In flight service started with a glass of sparkling wine. This was followed by a bar service and a a three course meal served on a textile table cloth, textile napkins, proper glases, tablewear and silver. The cured lamb entree and the braised brisket with mashed potatoes, fennel, fried cherry tomatoes in red wine sauce were all excellent as well as the chocolate lava mousse and the wines. Connecting time in Keflavik was enough though a little bit stressful. A rich breakfast was served between Keflavik and Helsinki. I very much appreciated the friendly and professional staff. It always feels safe to have Icelandic pilots in the cockpit!

✅ Trip Verified | On a recent trip with IcelandAir, we paid $50 extra for two aisle seats. IcelandAir reassigned us to middle seats upon just before the flight and refused to refund our $50. We paid $50 to select two aisle seats ($25 each for seats) Aisle seats are important to us because I am a disabled veteran with chronic back issues, I cannot remain seated for that long of a duration without going into immense pain and my back tightening. When we checked in for the flight the evening prior, we were still assigned those seats. However, when we went to the counter in the terminal to show our passports, the IcelandAir agent gave us new boarding passes. At the time we didn't notice that we were both reassigned to middle seats. We were not told of this change when handed the passes, and did not notice the change until we were beyond security. Once we noticed, in the middle of a meal, I immediately called Icelandair Customer Service. We were initially told that because we were close to departure time, only the airport agents could make seat changes. We went to wait at the gate counter for an IcelandAir representative to show. Once an Icelandair representative showed up at the gate, we told them the issue. At first, the representative lied to us and told us our seats were reassigned because "our payment did not go through". Even when we showed him the receipt, he stood fast on this and repeatedly lied about our payment not going through, saying that the seats were reassigned because we did not pay for the upgraded tickets - although this payment was included in the purchase of our tickets and other aisle seat selections. He then told us that we had to call customer service, that he couldn't help us. I again called Customer Service while at the gate counter. The Customer Service representative then told us that yes, we did pay for the seats but they were changed due to "an equipment change" and that only the check-in desk (prior to security) could reassign our seats, as it was too close to the flight time. As this was now about an hour until the flight, we would have missed our flight if we had to go outside of security, take the airport train to the terminal, try to get our seats back, go through security, take the train to the terminal, and run to the gate. Because this was not possible, we continued to ask Icelandair to give us the seats we paid for, or other aisle seats. We were eventually told that one of our assigned seats (27D) was broken and that is why our seats were changed. We were additionally told that it was a full flight and he did not see any aisle seats available at that time. Seat 27C, which we had paid to reserve (in June!), had already been assigned to a different passenger and the representative said once a seat had been assigned, they could not take it away. Ironic, given that the seat had been paid for and assigned to my wife that morning, yet they had no problem stealing it and giving it to someone else. The broken seat was apparent when we boarded and saw the taped off seat. However, the 27C seat was fully operational, yet that seat we paid for was also reassigned to a middle seat. We filed online for the return of the $50 we paid extra for the seats, since IcelandAir breached the contract and did not deliver the paid for seats. IcelandAir refused to refund our $50! They stated that "since seats in whole back cabin are with same price".

✅ Trip Verified | My family and I had just arrived a few days before to Amsterdam when a family emergency caused us to purchase return tickets the next day. We purchased 4 economy tickets on Iceland Air for over $6000 as it was last minute. We were told that the flight was 98% full so we were spread throughout the cabin. About an hour later, my husband, a health care professional noticed that my cough, which I thought was from dry airplane air, had turned much worse, and did a covid test. It came out positive, so he immediately contacted Iceland Air to cancel our flights due to Covid. As a health care professional having worked through the Covid pandemic, he knew what danger we would have put the fellow passengers and crew in, so in spite of Iceland Air refusing to postpone or refund our flight, we did not fly. As we all know, IcelandAir is a budget airline. It is terrifying to me to think that an airline would value money more than human lives, but apparently IcelandAir does.