Icelandair

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 726 reviews
5/10
3 star Skytrax Rating
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10/10

"friendly and professional staff"

(Estonia)

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!
AircraftBoeing 737 Max 9
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteToronto to Helsinki via Keflavik
Date FlownOctober 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
1/10

"reassigned to middle seats"

(United States)

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".
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWashington to Keflavik
Date FlownSeptember 2024
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

"refusing to postpone or refund our flight"

(United States)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteKeflavik to Baltimore
Date FlownAugust 2024
Value For Money 12345
no
2/10

"outbound flight was a nightmare"

(Switzerland)

Not Verified | The inbound flight was OK. But the outbound flight was a nightmare. Last minute cancellation through their partner airline and no assistance at the airport. I had to purchase another ticket with Swiss in order to get home. I submitted a refund for the part of the itinerary which was cancelled and It was rejected as Icelandair claimed there not responsible for the cancellation through another airline even though everything was purchased on Icelandair website. I did not select to fly with another airline. As a matter of fact, I was never reimbursed and more or less told no ask for anything regarding hotels/accomodations or even fares for anything.
AircraftDon't know
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteZurich to Reykjavik
Date FlownAugust 2024
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"stonewalled every step of the way"

(United States)

Trip Verified | The airline sold my confirmed tickets to someone else, downgraded our tickets to economy, and delayed my flight by 22 hours. At no time was I offered compensation. When I submitted a claim on their website, I received an email stating that my flight had been “delayed by minutes.” I have been trying to get some form of restitution, but I have been stonewalled every step of the way.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteRome to Seattle via Keflavik
Date FlownAugust 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
4/10

“Unhelpful and careless staff”

(United Kingdom)

Trip Verified | Unhelpful and careless staff. When there were no more places in the overhead luggage bin, they started to withdraw perfectly placed backpacks and handed back to passengers just to make room for another ones that were the same size or only slightly larger. They haven't tried to reorganise or look for another overhead bin close by with space (one passenger drew their attention for empty spaces but the staff didn't seem to care). It was quite clear for me that they don't want to help, just get over the process as easy as it could get without any thought that their action causes unnecessary unpleasant flight experience for some customers (my husband included).
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Reykjavik
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"no real business class"

(United States)

Trip Verified |   This airline has many problems. One is that there is no real business class even though they call it that. The seats hardly recline making their night flights out of the use a nightmare, and seat reservation in business class is not really possible. Sure you can try but each and every time i fly them (because i must) my seat gets moved to the back without notifying me. I worked for them years ago and sort of know how they operate: preferential treatment of locals, especially employees' friends and families. For some reason this airline also performs extremely poorly during delays which they should by now be used to given the frequent bad weather over the atlantic. again, when things get really tough locals get preferential treatment over their foreign "cattle".
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteDenver to Keflavik
Date FlownSeptember 2024
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

“DO NOT waste money booking Saga Class”

(United Kingdom)

Trip Verified | Icelandair is one of the worst airlines I have flown with in their Business Saga Class. I would have received just as good customer service in economy class and probably obtained a cheaper economy seat with another airline. The staff, particularly on the plane are not very sociable or friendly and everything seems to be too much trouble. I had issues with my hand luggage camera equipment leaving London which has never occurred with any other airline. There was very limited space in the overhead lockers in Saga Class due to airline equipment such as yellow life rafts occupying all the space. Staff were manhandling my backpack containing £15,000 of camera equipment and trying to ram other bags against it causing potential damage. When I asked them to stop I was told to get another flight. There was no priority boarding onto the plane at Keflavik Airport with economy passengers getting onto the plane before me. The in flight meal was of poor quality on the return flight compared to the same class of travel on other airlines. As for Keflavik Airport there was no clear indication of where to drop hold luggage at a Saga Class point, only Self Check In showing on the information boards with no staff to ask. The Saga Lounge has no indication of the queuing status at Passport Control and no separate fast track lane for Saga Class customers using the lounge consequently no idea of how long it will take to get to the departure gate. As a point Keflavik Airport is badly organised and laid out. I book and pay extra money to travel business / economy plus class on airlines particularly so I can guarantee careful storage of my valuable camera hand luggage in overhead locker space as well as receive a hassle free and friendly service from the airline staff. DO NOT waste your money booking Iceland Air Saga Class. You can receive better service on other air lines. I would never fly again with Iceland Air.
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteKeflavik to London Heathrow
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

"Good product"

(United States)

Trip Verified | Good product -- round trip to KEF for $300. More space in economy than UA or AA has to offer. Attentive and polite cabin crew, better than UA or AA has to offer. On time departures despite flying challenging routes.
AircraftBoeing 757
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteDenver to Keflavik
Date FlownSeptember 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes
7/10

"nothing to complain about"

(Iceland)

Trip Verified |   Copenhagen to Keflavik on Boeing 767 in Saga Class, which is Icelandair's premium cabin. The Saga Class cabin is configured as 2-1-2 and is the least preferable of Icelandair's layout. Nevertheless, for a short flight it is comfortable enough. Flight was on time, service on board efficient. Wi-Fi in Saga Class is complimentary but on this flight it was sporadic. All in all, nothing to complain about.
AircraftBoeing 767
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteCopenhagen to Keflavik
Date FlownAugust 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
yes