Icelandair

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.

Not Verified | Paid for meals and upgraded seats. We were assigned our original seats (not the upgraded we paid for). When we got to our destination I called the airline and the representative walked me how to request a refund online. I did file a refund request and Iceland air replied "it is not our policy to refund for purchased seat upgrades if you reached your destination". We will never fly them again! You also have to purchase all food. They didn't give away a cracker.

Not Verified | Our flight got delayed from New York to Iceland from 7pm until way later. When we arrived at Iceland they swapped our flight to Hi Fly I think and they were so kind, but we waited 2 hours until the flight actually departed, but that’s Icelandair's fault. We arrived at London Heathrow and we waited for our luggage from 8:30pm to 10:00pm and it turns out they left our luggage in Iceland. Thankfully everyone in the other airports were very nice, saying they’ll reimburse us, giving us a free hotel for the night as we have a disabled person with us and also giving us meal vouchers. They told us we wont get our luggage until Christmas Eve, meaning we won’t get to relax on Christmas Eve and we’ll be having to unpack. Another woman on the flight, she was only meant to be in Iceland for the weekend, and there were no flights until today. The staff in Iceland just left them without any information of any flights they can take and thankfully they got the flight that departed today. Whatever you do, don’t fly Icelandair, some of the staff are rude, they’re disorganised and don’t care about anyone and are just plainly selfish. I wanted to have a nice holiday in New York but when I look back at the holiday which I just had, all I see is the stress they put us through and not the memories we had in New York. We spent more time in the airports than we did in New York.

✅ Trip Verified | Cancel your flight due to weather. Can't help that. But then turn off all phones and chat for 3 days so you cannot speak with anybody and just leave you in limbo. Will never fly with them again.

✅ Trip Verified | Chicago to Copenhagen via Keflavik. Cancelled flight 12 hours before we were leaving, although flight is arriving in Chicago and returning to Europe tonight. Who gets to stay on, we did not, awful way of doing business, never again

✅ Trip Verified | Zurich to Keflavík in Saga Class. This was a near-flawless flight. Icelandair uses the mediocre Aspire Lounge at Zurich Airport. The 757 is part of Icelandair's old fleet and is being phased out with the induction of the new 737 MAX aircraft. While the incoming aircraft was slightly delayed, they made up for for the lost time with an on-time arrival into Keflavík. Onboard service was excellent. The Indian/Asian vegetarian meal was not. Icelandair's Wi-Fi, when it works, is among the best in the business and is complimentary for Saga Class passengers.

✅ Trip Verified | Keflavík to Zurich in Saga Class. Despite its uneven standards, Icelandair provides the most comfortable experience for travel between Iceland and Europe. It is perhaps the only airline that provides something like a premium experience in Business Class for inter-Europe travel. The Saga Lounge at Keflavík airport is among the better lounges of its type. Check-in and boarding at Keflavík went without any glitch. Priority boarding was honoured. The new 737 MAX is noticeably quieter than its earlier versions. The flight to Zurich was uneventful. We had requested an Indian/Asian vegetarian meal but what was served had "Indian/Asian" missing from it. But for a 3+ hours flight, no big deal. Wi-Fi is included in the Saga Class ticket on Icelandair. When it works it is the best internet connection in the sky.

✅ Trip Verified | We booked tickets Stockholm (Sweden) to Reykjavik. When departure from Sweden we got delayed by one hour. No one from the crew said anything during the delay and gave the passengers information. A few days later we got an email stating that they cancelled our direct flight home. We contacted Icelandair to get information and a competition. no respond from the costumer service. A few messages later they replied with nonsense information that didn't help me as a customer. So the only option we had was the "new" triangle flight: first Keflavik to Oslo. Then Oslo to Stockholm. And this flight got so delayed. A trip that should take some 3 hours have now turned up to eight hours, from when the flight first should have taken off to when we landed in Sweden. And again: no information from the crew, no sorry. I've never experienced anything like this before. Don't book a flight with Icelandair

Not Verified | Fairly satisfactory. East bound but delayed going out from Zurich. Meal payment for first leg, was put on second leg. Arrived late into Iceland, chaotic airport with numerous delays. Seat configuration changed to a 757 with more seats and I was put onto a mid seat. Sub par food. Aircraft full and air stagnant. Seats narrow and hard. Entertainment very limited. Overall, wouldn't select carrier again.

✅ Trip Verified | I have never heard of a transatlantic, overnight flight not providing a free meal or at least free snacks. They also don’t provide headphones like most other airlines do that plug into the tv on the back of seats. Then, coming home, there was a blizzard in Iceland and every major road was closed. We physically have no way to make it to the airport. We called, explained this, and they still charged us around $600 to change the flight. Like what do you want me to do, teleport? Is it my fault your government closes the roads when it suddenly snows 3 feet without warning? No other airline would do that. Stick with United, they let you change your flight for free. Icelandair is a bunch of scammers.