✅ Trip Verified
| Awful experience with weather cancellation handling and uncaring customer service, I'll avoid Icelandair in the future. I had to continue from one business trip to another and booked Icelandair because it was the quickest way from Orlando to Glasgow, premium economy seat upgrades were surprisingly competitive in their pricing, too. Now I know why. A storm in Iceland caused some delays that cascaded into my flight out of the US getting cancelled. That happens, I understand. But then, Icelandair (without consulting me or my corporate travel broker) booked me on a pair of replacement flights on different airlines leaving 'more than a day later'. Here I am checked out of my hotel being told "tough luck, you can leave in 36 hours or so." The travel agents called to try to get anything that wouldn't require an extra night, but (a) Icelandair was unwilling to book on anything but a narrow set of partner airlines that had no availability and (b) they were also unwilling to comp an extra night's accommodations if more than an extra day was needed. I've had comparable cancellations on other airlines before and they universally did their best to make sure the passengers were properly cared for leading up to a replacement flight. With no other options outside of eating two extra hotel nights myself (one at my origin and one unused at my destination), I ended up needing to cancel the entire Icelandair itinerary and did a last minute rebook—at a way higher price and with dreaded middle seats in front of lavatories—on another carrier. This is all bad, but then I wrote to their social media support to share my experience and politely request some attention to the case, even if it was just extra legroom on the return flight itinerary that was already booked. The response, although not unprofessional, was essentially "we're not obligated to give you anything, we're not giving you anything, but oh, hey, here's a WiFi voucher." Yes, after many hundreds of dollars and several lost hours, a WiFi voucher. Gee, thanks. Like it is with a 1¢ tip, nothing at all would have been less insulting. With all the airline options and now seeing all the similar experiences, I can't see how Icelandair is a good choice. Stuff goes wrong with the chaos of global air travel, and what separates good airlines from mediocre ones is how they take care of their customers getting through the complications. Icelandair seems it couldn't care less.