Icelandair

✅ Trip Verified | I booked my reservation on April 17, 2023 for travel 7 months down the road in November. This will be my 1st and probably last booking on Icelandair. I booked the flight myself on the Icelandair website. My goal was to pay for 1 additional bag on the outbound flight from Boston to Iceland, but I made a mistake. Immediately after confirming the booking on the website I received an e-mail detailing the booking. At that time, I noticed the additional bag fee of $55 was for the return flight from Iceland to Boston. I immediately called Icelandair customer service and explained to them that I made a my mistake. They said "there is no way to book an extra bag on the outbound flight until checking in at the counter on the day of travel, since I am departing on a partner airline of Icelandair and no refund will be granted." I explained that I had made a mistake and am calling customer service hours after confirmation of the booking. The rep told me that I could write to their customer support about my issue, which I did. Their response "Thank you for contacting us, and choosing to fly Icelandair. Unfortunately, we are unable to fulfill your request as extra baggage purchases are non-transferable and non-refundable. The terms and conditions of baggage purchases can be reviewed below". It's not the $55 but the principle of the matter. I made a mistake and immediately contacted Icelandair about it and non-refundable is unacceptable. I even asked for a credit to be used on future travel or food stuff, but there was no acceptance by Icelandair.

Not Verified | I would have to say that I was quite thourghly suprised with my experience on Icelandair. I was at first a bit scared to fly with them after reading some of their reviews on here but I took my courage into my own hands and booked a ticket with them for my upcoming endeavour in Iceland. The ground crew at Pearson wasn't the greatest as usual and were a bit cold and unfriendly but were serviceable. Boarding thankfully started on time and without much off a hassle, but unfortunately our departure time was delayed by more then an hour thanks to some late connecting passengers and the rush to find and successfully load their baggage. I have to give a special shoutout to our crew on this particular flight as they were absolutely lovely and were almost constantly present in the aisle checking on passengers. The flight itself was perfectly fine, the seat was comfortable enough with a fair amount of legroom and the IFE screen was modern and responsive with a good selection of both local and foreign features. The only drawbacks I would say for this flight would be the lack of a complimentary meal (although the food options were all reasonably priced and looked decent) and the fact that the inflight WiFi didn't work at all during the entirety on both flights that I flew with them. Overall it was a decently pleasant experience and I would certainly recommend and fly with them again.

✅ Trip Verified | We departed from Keflavik at time 16.04. 2023 FI 324. Saga premium class, seat 3 A/ 3D. Had a very good experience with a crew which really was professional, and friendly. Travelled with my spouse. The snack and drinks were very good, the salmon was excellent. We really appreciated the journey due to this very attentive crew. The Saga lounge at Keflavik airport is also a very peaceful and comfortable place, with a great buffet.

✅ Trip Verified |  New York JFK to Keflavík on 21st January. I was supposed to land in Iceland at 6am after a flight from NYC, but due to the weather, we were stuck inside a plane for over 10 hours upon arrival. No food or water were provided and no updates available. After 16 hours of being on the plane we were able to get out, no apologies or explanations were provided. I tried to reach out to the airline for a refund or compensation of some sort but have not received a response after 2 months. My return flight to NYC was a similar horrific experience when a flight got delayed and overbooked which caused me to miss my connecting flight upon arrival. Yet again no explanation was provided except a smirky comment from the flight attendants that at least we made it to NY. Would not recommend to anyone.

✅ 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.