Icelandair

✅ Trip Verified | I have a big complaint — they do not offer dairy free meals. I’m flying Saga class on an international airline and you’d think they would offer something for people who are made sick by dairy. They do not. They only offer “lactose reduced” which means the food will have casein and whey. So right now I’m very angry with them. When I called before I left Portland, the woman on the phone told me that if only I’d called 48 rather than 24 hours previous I’d have had a meal. So this time I just called three days ahead and no such dairy free meal exists. Business class. Unbelievable. And the comfort level of the seating was far below American, United, and British Airways. I was a fool not to read all the Skytrax reviews first. Next time I’ll know better.

✅ Trip Verified | Was booked on a flight from Copenhagen to Reykjavik and onto Toronto that was supposed to leave at 2:00 today and put me in Toronto at 7:00 EST this evening. At 6:00 a.m. this morning, I get a notification that the flight has been cancelled due to circumstances "beyond their control" and I am rebooked on a flight leaving at 5:00 p.m. and putting me in Toronto at 10:00 p.m. EST. I went to the airport and found out that the flight had not been cancelled; I had just been "replaned". I called their "customer service" department (which is a complete contradiction in terms) and after advising what happened and requesting to be put back on my original flight, I was put on hold and when the person returned, she simply repeated what i had already told her. After thanking her for reminding me what i had already told her, I asked about getting on the original plane and was advised that it was full. I asked how I was randomly chosen a few hours before the flight and was met with silence expect to be told to check with the gate staff and maybe they could "squeeze me in." Spoke with the gate staff supervisor and she again informed me that i was on the 5:00 flight and this one was full. I showed her my boarding pass indicating that i was supposed to be on this flight. She wasn't sure what to say and just said, this was full. In my waiting, i have read the reviews of Icelandair and realize that it is my fault for not reading them in advance as I have only read 2 out of 127 so far that have anything remotely positive to say. Fortunately, I won't know as I will never set foot on one of their planes again. I am submitting an overall review of 1 as the site won't let me submit a 0.

Not Verified | Having booked 3 Saga (Business Class) return tickets, I was surprised to learn, by checking the seats, so no warning from the airline, that my daughter who is travelling with her brother and mother, has been bumped off the flight from Seattle to Iceland. The original seats that had been pre-allocated changed with my wife and son not even sitting together. Oddly she still has her seat on the Iceland to London leg, which is of little use if she can't get to Iceland ! So after hours of trying to get through to them to find out what on-earth has happened, they said they had changed the plane to one with less Saga seating and hence she was not allocated a seat! They offered no explanation but saidd she would probably get on the flight in economy, but would not guarantee it and would not allocate a seat to her in economy! So right now my wife is faced with the prospect of having to arrive at checking with the chance she has to leave our daughter behind in Seattle airport, which she clearly cannot do. Despite my many protests at the insanity of the situation, they said that's just the way it is. I'm shocked at the appalling behaviour and attitude of the customer service with no waring. I would never consider flying with them again.

✅ Trip Verified | The experience was horrible. No food, no water. To top the most terrible ordeal they didn’t put the baggage in the plane. After 2 days, over 20 phone calls and 3 trips to the airport and paying $70.00 for parking to claim the baggage, we are finally relieved. The number they provide is a call centre and has nothing to do with the airline. The number for them in Toronto is just an answering machine telling to email them. I absolutely don’t recommend this airline to anyone. This was the only and last time we used them. So far no apology and no compensation from them. It’s so terrible feeling when you pay for the service and instead you get pain and suffering.

Not Verified | Southampton, to Glasgow, to Keflavik, to Baltimore. This airline choses to partner with Loganair out of Southampton. Ok fine. Partner with a regional airline. The problem is they are incapable of handling your transit. We checked in with Loganair, because the Icelandair app sends you there. With Logan we are only able to check in for our first flight. We checked our bags all the way through to our final destination. Guess what? We are home, they are not. Surprise of all surprises, the two airlines do not communicate at all with each other even though Icelandair put us on the Loganair flight. Loganair and Southampton airport are incapable of providing your boarding passes for any follow-on flight. So, once we arrived in Glasgow, we had to exit the security area and find the Icelandair check-in counter which was not manned for over an hour. Once we were able to check in, the counter agent had to locate our luggage to make sure it got on our plane. She did find it and accomplish that much. She also provided us boarding passes for our follow-on flights. Once we boarded our plane about 40 minutes late (partly because we watched the flight crew taking selfies at the jetway for 15 minutes), we sat in the plane until we were over an hour late for our departure. Well, there goes our hour and a half layover in Keflavik. We arrived a full hour and 40 minutes late, and had to run from one plane to the next. We got our passports checked 5 times in Keflavik. Once to get off the plane, once to get back in the building, once to get in line for our flight, again while we were in line, and then finally to board the plane. This flight was late as well. Not because they were waiting for passengers from connecting flights, but just because they hadn’t bothered to fuel or clean the plane for the flight. They started doing that when we were supposed to be taking off. Of course, in all the time we wasted in the airport while this happened and everyone was getting passports checked needlessly by random airline personnel (not actual security personnel) our luggage did not get moved from one plane to the next. To no one’s surprise, our luggage didn’t make the connection. So, I checked my tile app, and low and behold, we arrived in BWI late, and our luggage, still sitting in Keflavik. In fact, as I write this, it is still there, 12 hours after I filed a missing luggage claim. Several Icelandair flights have come into BWI since, but not our luggage. The worst part, is I couldn’t file a claim with Icelandair, because no one was at work in Baltimore (shocker). We had to file with the airport itself. Icelandair has yet to respond and even though they are “opened for business” have not answered the phone yet. I just get a loop of automated nonsense. This is not the Icelandair we knew pre-covid. This is Icelandair if it were being run by monkeys with traumatic brain injuries.

Not Verified | Booked R/T from Boston to Stockholm via Iceland, 6/2 flying Economy Flex. Offered bid to upgrade from economy to Saga/ Business prior to departure. We bid. 2 days before departure, was told our bid was accepted on the flight from Iceland to Stockholm and we would fly Saga/Business class. On day of departure we were told that the flight from Iceland to Stockholm would be on a "replacement" plane because they apparently ran out of their regular planes. Research indicated that the plane we were put on was run by a company in Sofia, Bulgaria. The plane was an AirbusA321. It was first put into service in 1994, almost 30 years ago. Were also told the replacement would have no WiFi, no USB ports, and no entertainment system for the 3+ hour flight. When we boarded it it appeared to be older and not very up to date. After taking our seats in the front row we were offered one cellophane wrapped croissant each which turned out to be stale and soggy. On it were a slice of ham, a slice of cheese, and a wilted piece of lettuce. I've had better food in economy. Then we were offered orange juice, apple juice or water, period. No refills were offered. During the entire 3+ hour flight no one attended to us or provided any food, drinks, not even coffee. I was livid. Icelandair wasted no time, of course, charging our credit card for the $560 we bid. When I eventually complained we were offered 10,000 Saga points (cash value $48USD). I refused, demanding a full refund. The final refund they agreed to give us was $74. Pathetic. We felt totally ripped off and we were.

Not Verified | Flew from Toronto, YYZ to Iceland connecting to Finland on June 12, 2023. Second time flew via Iceland/Finland. Did not have the same experience, experience was good before, however this time we were asked to give our carry-on luggage to be checked in and we were told our carry-on did not meet the required measurement. Don't understand this, carry on had been used several times during trips, the latest on our Caribbean Cruise in April 2023, with no problem. Although, the staff were very nice and professional and just doing her job, we had to open my luggage and removed our prescription meds we were taking with us. When boarded, in the plane noticed 2 passengers had larger carry on bags than mine. My husband and I are rule followers and we felt this airline practiced discrimination and inconsistency in enforcing rules for passengers. In fact one of the passengers in the plane made a comment to a passenger why his carryon was accepted since his luggage was huge and should have been denied. The passenger involved could not comment because it was not his fault his luggage was approved. Despite this experience we had, the crew members were nice, professional and accommodating but our experience will make us think twice before booking our next flight with Icelandair in the future. Unfortunately, we have to return to Toronto June 23 and hope our carry-on that was denied will be approved this time and we will then make future decision whether to fly with Icelandair for our next trip to Finland in the future.

Not Verified | The staff is rude and outright disrespectful. Despite paying for seats they will move you and act like you were the problem when you are upset to be moved from a seat you paid for. The staff is extremely rude and condescending and your better off just booking a higher priced airline ticket because after all the fees and the combined on board headache you mine as well

✅ Trip Verified | Icelandair had leased an additional aircraft to operate our flight. Flight attendants were so rude. They yelled at customers and tossed food and drinks around as If they hated their job. Worst flight and rudest service ever. Icelandair didn't operate this hellish flight themselves, but they are responsible for what company they lease aircraft from. Definitely not worth the tickets we paid for. The other flight operated by Icelandair themselves went as it should.

✅ Trip Verified | This is one of the worst airlines in Europe. Expensive and its even more expensive to change your booking. The staff are very rude and service is horrible. They delay flights at will and repeatedly give wrong information about flights. Take your business elsewhere.