I fly quite frequently and have never experience so many flight changes and poor costumer service. 1) I had a leg of my flight completely cancelled and they provided NOTHING for the inconvenience... I had to change my flights to completely different days. I had already booked my NON-REFUNDABLE hotel rooms and got screwed. 2) I had another flight change... went to check the change to my booking and realized that my seats were changed on all 4 flights. Was I notified of the change? NO! What did Icelandair representative says... "We do our best to honor advance seating requests if possible, however, we cannot guarantee any particular seat. We reserve the right to assign or reassign seats at any time, sometimes due to aircraft changes or other operational reasons." Oh yes, you read that right... here's the kicker... "Yes the seating arrangement can be changed at any time, if the change is within three days to departure you will be notified via sms." 3 days... WHAT SEATS WILL BE AVAILABLE THEN! ... I then asked... "Why were my seats changed?"... Icelandair responded... "Due to operational reasons there was an equipment change." ...Equipment took my window seat... Interesting. I then asked, "Equipment? How does that effect seating?".... Icelandair responded... with nothing and ended our chat conversation without an answer. RUDE! So, when people ask me... "Do you recommend Icelandair?" ... I simply respond.. if you don't mind awful costumer service and having reserved "non-reservable" & changeable seats without notification... sure. This is my LAST flight with Icelandair. read more

Terrible service, got pushed off flight when plane was decrease in size, missed Son's wedding because of this delay.

If you like your luggage, don't use Icelandair! My Mom's suitcase was lost more than a month ago... and never showed up since. I have been in constant contact with Icelandair - believe it or not: The most efficient way is Facebook Messenger as you get a chance to communicate with a person and not only with an Icelandic-speaking machine. They told me about two weeks ago, that the suitcase was found - just to retract this statement in an email a few days ago... and nothing ever since. They did reimburse us for 'out-of-pocket' expenses to buy things my Mom needed at her vacation destination ... but, of course, this didn't cover anything that was actually in the suitcase... we are in week 6 now - without any progress in locating the suitcase! read more

I've traveled for many years to many places on many airlines. I'd good things about Icelandair. I was shocked at how poorly the airline is run and how irresponsible the ground personal were. Our bags did not arrive from JFK. We filled out a claim. We called Icelandair four times in three days without ever once talking to a live person. No messages were ever answered. We emailed through the Baggage Services address three times and never received a reply. We emailed twice through our personal email accounts and received a reply once asking for more information about our bags. Our electronic claim was never updated. After three days, we were in critical need of medications in our bag. Icelandair explained everything by saying there were strikes in the country. In truth, this company is less efficient than the airlines in many emerging nations. The work ethic is poor and so is the concept of service. Then you are not providing anything, it is easy to smile. When a company needs to provide a service because they messed up, their true nature comes out. read more

Fares increased by 500%? Icelandair just increased fares from around $800 USD for business class to London, to over $4500???? WTF!!! They don't even have lay flat seats like Aer Lingus who charges $2100 for business class. Iceland air just priced themselves OUT of the market for flights to London. Do yourself a favor and shop around. You'll pay HALF of icelandair's prices and get more. Sorry IcelandAir... at one time you were good...but now you SUCK! Never again. read more

Icelandair changed our travel times TWICE leaving us sitting in Boston for 11 hrs instead of our original 4 hr. layover. We then lost our seats together b/c of them. Then, I've called several times only to hear Due to our hi call volume they are unable to takes calls right then!!! Never again for Icelandair!! read more

Flew Sea to Reykjavik, Reykjavik to Zuruck (and back). Purchased extra leg room on all flights, never got it though. Horrible customer service, everything done on line. No refund still. First flight, bathrooms filled up half-way there ( 757 with only two bathrooms for all of coach!). Seats/leg room were the smallest I've been in. Overall, bad experience on all legs of trip. Won't fly with them again! Oh, almost forgot! When I initially called them to book (on line wasn't working, surprise!) I waited 1 hour 23 min! What a joke. Before my trip back home, to confirm my "extra leg room" seats this time, I held for over an hour before just giving up. BUT, before boarding each plane I was assured that my assigned seats had extra leg room (I'm 6'4"). Apparently there were 2 or 3 other rows of customers next to us who BOUGHT the extra leg room and got standard seats like us. Alaska Air should drop them as a "partner" airline... read more

This is the one part of the trip I didn't think I needed to worry or stress over and boy was I wrong! Usually for international flights you can expect some sort of snack or a sandwich alongside a drink or two. We did get our drinks, but no peanuts or pretzels even. Every single bit of food on Icelandair flights costs. We did not prepare for this since our experience with every other airline has included some sort of food when flying international. My husband was starving so he caved and bought one of the expensive sandwiches - little did he know it was old and would later on give him food poisoning. This caused us to derail our plans for the roadtrip in Iceland as well. We are now staying in a hotel till he feels better. Alongside receiving food poisoning from their expensive food my monitor for movies and other entertainment was broken as in I could not hear any audio (it wasn't my headphones, believe me, we checked). They did try to reset it yet to no avail and I eventually ended up switching seats with my husband since his worked fine and he luckily brought his iPad which had movies. I would say Icelandair's flight attendants are some of the pissiest ones I have yet encountered. None of them seemed to care about their job duties or the comfort level of passengers. I was convinced of this especially after I overheard the passenger behind me ask for water and the flight attendant said he could have "a little bit"..... Really? Suddenly water is going to cost as well or be portioned out on this hellish flight? I am not one to usually complain about flights since we all know flying in economy is always terrible on longer flights but this airline is strictly a budget airline. If you want all the normalcy of perks offered with airlines such as Delta, Norwegian Air or even KLM then run the other way and fast! You will save money on your flight but at the cost of food, comfort and possibly your health. read more

Absolutely terrible flying experience! If you like being treated like cattle, then go ahead and book a flight with this airline. The experience at the crowded mass gates at Reykjavik Airport is unbelievable--and they do it the same way every hour of every day for every flight. There appears to be no system for giving passengers information or to provide for orderly boarding. It appears that the airline has grown too quickly, and there are no gates with jetways. If you like walking outside in the cold, wet weather to board a bus and then to walk up stairs into the plane, then this is for you. Ventilation on the planes was very poor. If you like feeling hot for many hours, then this is your airline. Similarly, if you like the narrowest aisle ever and very narrow seats with very limited legroom, you will love these planes. The best thing about the airline is the safety video, which is so creative, blending scenes of people doing fun things in Icelandic nature, flowing visually into what you need to do in emergencies on the plane. The marketing people need to give the logistics people and the administration a strong kick to match their level of expertise. The flight attendants are attractive and business-like, but on one flight of 3 hours, they did absolutely nothing after going around once with water and coffee/tea. They didn't come around for trash pick-up even once. They made no eye contact at the end, even to notice and accept the envelopes they request to turn in leftover foreign currency to their foundation for children. We are going to look for another airline for our next international trip. read more

Travelled with icelandair over new year's and christmas. Went to London via r'vik. Very functional and perfectly nice experience. Ok type food. We had special requests for a veg meal, and they always had it available. Was nothing exciting, but looked clean and was not horrid. The focus of the airline is to provide low cost transit to european cities from the US and they do that effectively. The planes feel a little old, especially the seating, but its all nice and clean. So is the KEflavik airport. No fuss, no frills. Functional. Given their low prices, will certainly use it again. read more

Rating for food: The ham & cheese "baquette' was seriously pathetic! 110 Kroner--about $15 US one microscopic slice of ham and one very anorexic slice of Am cheese with Pringles. NO MAYO or MUSTARD available on the side. IcelandAir should be ashamed of this offering. They should ditch the chips and invest in lettuce, tomato slices and a better quality item. It's not brain surgery here! Pack a few granola bars in your carry-on instead. Flights are on the tarmack when boarding time is listed-- don't delay to gate! Very Good safety record. (Thank Goodness!!). Seats are for the SVELTE/low BMI types in economy. read more

My flight on Icelandair was the worst flying experience I've had with an airline. It was pretty bad that our flight from Paris to Iceland was delayed, forcing us to miss our connecting flight and wait 24 hours in Iceland for a new flight. It was worse that they misplaced our bags. After being told to wait at the airport in Iceland for an hour, we were sent off with a promise that our bags would be returned. Eventually, after another hour wait at Dulles, we retrieved all but one of our bags. This bag is still missing almost two months later. However, what really upsets me is Icelandair's failure to deal with our final missing bag. We have filled out forms and sent emails. They either do not respond, or respond with emails that provide no information about our case. We still have no idea whether they are looking for our bag, or whether they will compensate us for its loss. I understand that sometimes airlines make mistakes and bags get lost, but I feel that they could at least make an effort to be helpful and informative after this happens. read more

7 May 2018 Arrived at Logan from Iceland enroute to Tampa. Customs so backed up I'm going to miss my connection and thus money paid for ticket. Have to change terminals as well. No assistance anywhere. This is why I detest flying. read more

I have flown Icelandair for 6 years now. I have never had a bad experience with them, unlike other carriers - both domestic and international. I recently booked a flight after having received an email form them offering a $100 discount. After booking and paying, I realized that I did not receive my discount. I called and was told to submit the email I received and a copy of my ticket to their corporate office in Iceland. I expected a long delay and ultimately, a travel voucher good for 1 year. I received an reply within 1.5 days, with an apology. They gave me a credit back to my Visa card in the amount of the discount within 3.5 days of their response. I have flown many places for many years. Icelandair is the best airline with whom I have ever done business! read more

Just returned from a trip to Europe (BOS-CPH then AMS-BOS over KEF) on Icelandair Saga Class. While the seats are fairly basic first class domestic US seats that do not recline flat, the flights were good. If you go Saga (business class) book in advance to get a low business class fare. The extra wide seat, meals and service are well worth it. I found the flight attendants very friendly and attentive and the food on the KEF-BOS leg was superb. This was my second trip to Europe on Icelandair and I would definitely recommend Saga Class. While the accommodations in Saga don't compare to, say, Delta business (with 176 degree lie flat seats and 60" of pitch) it's not nearly the price either. Only downside is connecting in Keflavik, but the upside is Icelandair is the only major carrier at that airport, so there are very few people in the terminal waiting for connecting flights. read more

Very displeased to have had to fly with this airline. They forced us to checked our two carryon sized bags and then proceeded to loose them both. Now, 24 hours later, they still do not know where they are or when we will receive them. We were told they don't have time for our inquiries, because they are very busy. Now we are left without clothes for Christmas. Incredibly upsetting. read more

The seats weren't bad, the entertainment was okay and the baggage allowance was great. Thats about it. 13 hour flight and no food provided. I'm sorry but I think thats rather ridiculous. Also the service staff always seemed very annoyed and did only the very basics. I would take them again if need be but they would definitely not be my first choice. read more

$200 change fee on a 1-way flight and only 50% refund for cancellations. booo

Booked air and hotel on one of their promotions just 2 weeks ago. This is for next January. Five minutes after booking I realized I made a mistake. We needed 2 single rooms instead of 1. It's now two weeks later and I've gotten nowhere with this airline. Here's what I've been told..... their system doesn't allow for changes, you'll have to cancel your first trip and rebook ( oh, and with a $400 change fee PLUS the higher price because the promotion ended May 31st! Forget the fact that it was on May 28th that I booked and I tried since that day to get this corrected!!! Forget calling them too. You cannot call. They want everything for their packages done by email. Then you can expect to wait 2-3 days to get a response. Then I get the response and I'm told IT'S TOO LATE !!!!????? I've sent off so many nice emails and every response I've gotten has been contradicotry and to what the person before told me. In the end I'm S--- out of luck. Oh, and catch this....... they all told me to have the hotel change it even though it was their package. So I called the hotel and they just laughed - told me this wasn't their problem and have Icelandair change it. I've got a paper trail of emails 3 feet long, none of them with a suitable response. Does this airline really value our business?? Nope. They need to get with it. This is the year 2014 and people expect service. I've never booked a trip where I couldn't then call and talk to someone about making a change on it or better yet, do it myself ONLINE !! They just didn't care. This will be my first trip to Iceland and I'm sorry I booked it. I'm soured on the whole idea now. The hotel told me that this is an ongoing problem with Icelandair. They just want to take the money and then screw you if you want to make any changes. A fee of $400 to make a simple change plus the new non-discounted price. What a disappointment. I've noticed many other reviews online with the same complaint about the inability to make changes and the high fees to do so. read more

We booked flights through iceland air to and from Europe on the way there they lost 2 out of 4 of our luggages. They couldn't find them for the three days that we stayed in France and we travelled to Spain leaving us without luggage for our month long trip, only finding our luggage about 12 days later. The company still has yet to respond to us so that we can get a claim for our baggage to give to the bank so so that we can get reimbursed, we have travel insurance. Not only have they not responded to us to give the claim but when they first lost our luggage they would not answer our calls leaving us on hold which was costing us money. The only way we were able to contact them was through Twitter, but now they have stopped responding all together. On our way back the plane left 30 min late so we arrived in San Fransisco 40 mins late, because of this we missed our connecting flight to Vegas. Icelandair barely even acknowledged the plane being so late. Overall I would say do not fly Icelandair and especially don't fly with them if you have to have a connecting flight. Although the stopover was nice and I enjoyed Iceland it is not worth the trouble of flying with them again. read more

Pluses - newer aircraft, attentive and helpful crew, nice flight, once in the air. Minuses - (1) Although we spent extra money to fly comfort class, Iceland air changed the seats from the ones I purchased months earlier, so that my wife and I would not be sitting together. As caller #19, I was on hold for 1 hour and 20 minutes until someone answered the night before our flight, to get our seats fixes. (2) Two of our 4 flights left about 1 hour late. (3) Keflavik Airport is an overcrowded, disorganized mess.. Not enough seats and being bused to the aircraft and having to climb the steps carrying our luggage is unacceptable. (4) We were kept standing in a hot bus, not allowed to get off for 15 minutes, while the aircraft was being fueled. People had to yell to the driver, demanding the doors be opened so that the interior would cool down. (5) No one has explained to the bus drivers that people are standing and that they should take the turns and make the starts and stops more gently. Cannot recommend Icelandair if you are taking carry-on luggage. read more

I will never fly this airline again! Their customer service and communication is terrible. I was stranded 1 day going to my destination because they denied me boarding on my connecting flight. On my return I was stranded for 3 days because they displaced our whole Denver flight with no notice. I had to call frantically from strangers phones trying to find out information on when my flight was rescheduled because they never sent me information, never paid for me to get a phone call at my Paris hotel, didnt give me a number to contact,and required me to unnecessarily go back and forth to the airport lugging my luggage with a broken hand when they knew each day prior that I was not flying out. Other airlines handle delays and service their customers in a way that dramatically differs they would never displace passengers or deny boarding. read more

My husband and i flew Icelandair (IA) for a transatlantic flight back and forth this past month. We knew that it was a no-frill airline so we expected less than a major carrier. However, the customer service from start to finish needs improving. I paid additional money for extra legroom and chose seats A and C so my husband and I had a comfortable seat with more legroom, not a middle seat, for the start of our long vacation, When I boarded, I was switched to a middle seat with nothing other than "when you buy up for more leg room, IA can change seats to any other legroom seat without them having any penalty. So, I did not sleep for the trip over the ocean, as i had intended, as my head was stuck upright all the way, i have made three contacts with IA and at no time has the airline done anything but quote a policy allowing them to do this when you choose extra legroom. IA did not seem at all concerned about trying to not do this to the next passenger. I did not choose upgraded seats for the remaining flights so they did not move me from window and aisle. Interesting rules! When checking in at the Minneapolis airport, the counter attendant was rude and unfriendly. By the time I left for security, I had lost my Global Entry pass (discovered later) and was frazzled with her luggage comments, etc. If you can choose another airlines, do not go internationally on this airlinel read more

Well, DEFINITELY do not fly this if you're going to have a layover, or at least DO NOT check a bag. They lost my luggage and I am currently on day three without my luggage. There was just an absurd amount of people at the airport who had lost luggage and at least 50 suitcases in the holding area of incorrect luggages. I will NEVER fly Icelandair again. They also did not provide anything else besides one beverage on a 5 hour flight (no small cookie/snack mix). read more

You get what you pay for. Service is virtually non-existent in airports and wait times for phone calls interminable. Despite booking in their premium Saga class from DC to Reykjavic and then on to Copenhagen, they were useless in retrieving a purse I left in a virtually empty "first class" cabin. I tried calling them within 10 minutes of leaving the plane; I spent over half on hour on hold while paying international roaming rates on my cell phone. When someone finally answered, I was told that they didn't have anyone in the Copenhagen airport on duty who could contact the flight attendants. I was told to contact the police at the airport who would presumably have been given the bag since it contained cash and credit cards. No luck. After two days of multiple efforts to get some assistance and ultimately returning to the airport to try and track it down, it was evident that the bag was picked up by the cleaning crew and never turned in. The flight experience itself was mediocre. I would think twice before flying Icelandair again. read more

This was my first experience with Iceland air. Iceland air was an inexpensive way to get to Europe but that was about it. The seats are like riding on plywood (very little padding), and the space is not generous at all. I have never been so uncomfortable on a flight in my life! Food is for sale, guess that comes with a cheap flight. As I am a frequent traveler, I see many airlines and although the crew was very friendly, they are very class conscious, other airlines allow people to get off the plane by taking turns with first class this one holds everyone until the last first class straggler gets off. read more

Icelandair's customer service has been very accommodating and managed to help me! Unfortunately I didn't manage to make it to my flight, but II hope I will be visiting Iceland soon! read more

Took Iceland Air to Europe and stopped over in Reykjavik. This airline has the best economy class I've ever flown on. Good legroom (I'm 6'-4"), a nice selection of entertainment (including some very good Iceland produced movies). The staff are professional and courteous, which in the past has really made all of the difference on a long flight. The food is tasty, the ticket price is lower than all of the other airlines. I was very impressed. read more

I've been on Icelandair twice before and was pretty satisfied. Now I'm waiting to check in at the Munich airport, in the longest check in line I've ever seen, because they are simply understaffed. If we are asked to show up two hours early for a flight, the airline should be prepared to receive us. When I first got here, a little less than two hours early, only one window was open and at least 100 people were waiting. Belatedly, they opened two more, but most of us will still be here at least an hour. I suppose waiting an hour is part of the travel experience these days, but I certainly won't thank them for it. read more

Well, I had a flight from Seattle to Frankfurt with a stop in Reykjavik. Before that, I looked up reviews about this airline, and I was shocked, got scared about my flight, if it might have a delay or will be cancelled totally, if my baggage might never return to me, and and and. BUT none of these things happened to me- lucky me. My first flight was totally in time- we even got there 20 min earlier, so I had enough time to transfer. The flight itself was good. They offer you a wild range of movies, the boardservice was okay, not super friendly one, but they care about you. If you know that this airline isn't serving food in advance, you are better off! Otherwise you have to pay for their food. If you are setting near the exit doors be sure to wear everything you have and ask for blankets - might get cold on a long distance flight All in all i was very satisfied with my flights and will recommend this Airline for a cheap way to fly to America. read more

Icelandair damaged my baggage, and 11.5 weeks later, I'm still waiting for compensation. I was given incorrect information by their own baggage desk on how to file the claim, and then again on the phone with customer service. When I was finally told the correct process through chat, I had to wait 7 weeks to hear back and have them take my payment info (past the 6 week max), and I only heard back after I followed up with them. They then told me 4 weeks max to receive payment, and when I contacted them 2 weeks later to make sure they had received my payment info, they bumped the wait time up to 6 weeks. Today, 9.5 weeks after my second claim, I contacted them on social media to request the phone number for their refunds dep., and they said that there is no number for their refunds department. They told me my case had been escalated but quoted the same 6 week processing time. They have also ignored at least half of my follow-up emails, and even when they do reply to an email, they usually ignore most of my actual questions and copy and paste standard replies. And I did not seek the actual repair cost for the bag, but just the basic refund offered to everyone who shows proof of damage. I can't even imagine how many months that would have taken. Unmonitored outsourcing at it's worst. Pay the extra hundred or two and choose a better run airline. read more

Where do I begin....I purchased three tickets to Iceland January 2017 and was so looking forward to exploring Iceland with family. Two weeks before our flight my mother became critically ill and hospitalized thus bringing everything else in life to a grinding halt. Due to the fare rules of the tickets I purchased, I was advised that the cancellation fees were $150 Flighthub and $200 Icelandair per ticket. Given that the reason for the cancellation was medical in nature and not simply a whimsical change in plans, I reached out to Icelandair through the third party booking agent (FlightHub) to appeal to their fairness and request a full or partial waiver of fees, credit for future use or even the ability to reschedule our flight for a later date. I supplied FlightHub with a letter from the hospital and proof of our relationship to my mother as requested which they forwarded onto Icelandair. Days later and not getting anywhere with Flighthub on the matter (that's a story for another day), I spoke to Icelandair directly and I was advised that they have zero decision making power over this $200 cancellation fee (which I don't believe) and that this was an issue to be taken up with FlightHub, even though FlightHub advised me otherwise. Who do I believe???...I have chosen to believe that this is obviously some twisted sort of finger pointing name blaming game between the airline and the third party booking agency as neither want to be honest in their dealings with me, but rather choose to keep me caught up somewhere in the middle. Long story short...Flighthub did reduce their cancellation fee from $150 to $75 for which I am grateful, but the full $200 cancellation fee per ticket was paid to Icelandair even when you consider the company received full fare when these three seats were re-sold. While I can certainly appreciate that fare rules are put in place by airlines and third party booking agents for a reason...I absolutely can...I can also be hopeful that companies have latitude, that customers feel that they are being heard, and that companies possess a willingness to come to a mutually agreeable resolution. Unfortunately, in my case Icelandair fell short on all accounts and if I find myself vacationing there in the future I certainly won't be getting their via Icelandair. read more

I booked a flight from Boston to Belfast, making two short stops along the way for connecting flights. I spoke several times and at length with Iceland air before booking the flight in regards to my dog accompanying me. Each and every time I was assured that if I met all the UK requirements that the dog would fly cargo no problem. I booked the flight. i got the crate, the microchip, the paperwork, etc. The dog cannot go with me. It needs to NOT go through scotland at all, and instead has to go through London/Heathrow airport, which means I need another agent there in London to sign papers, which costs over 400 dollars, and then a flight straight into Belfast. When I asked to switch my flight due to their misinformation, I could, but 50 percent of my orginal cost had to be forfeited. The end result is that I spend an additional 1300 dollars to send the dog on another airline without me to Dublin, not Belfast or I leave her behind. I am spending no less than 3 months in Ireland, most likely a permanent move. I am furious that this airline has compromised me in such a way and accepts no responsibility for the misinformation. I am not able to take my dog of 12 years with me, and am unsure of what her fate will be at this time. I will also point out that I gave myself ample time to make these arrangements. I will never fly with them again. I will instead in the future, go with Lingus air, who at least tried to help me get the dog there. read more

Having trouble selecting seats. Seat selection gives error code. I am now number 32 in queue for phone help . 30 minutes so far. I am down to number 20. 43 minutes number 10. 60 minutes now number 6. 1 hour 11 minutes . I have to give up and pick up my son from the train station. What a waste of my time . Terrible customer service! Hope the flying experience is better read more

Low price, low quality. In coming flight from Iceland was 45 minutes late into the gate in Seattle. Missed connection to SLC. Had to pay for hotel and meals in Seattle. Missed a days pay at work.Filed a claim, DENIED. Icelandair claim that it was Seattle airport's congestion that was the problem-not the fact that there was insufficeint time allowed to claim baggage, clear customs & immigration, transfer bags to connecting flight, change terminals, be re-processed through security; all after arriving at the gate 45 minutes late. No representative at the airport! Not accountable or responsible. Would neither recommend or fly with them again. You get what you pay for! read more

All Icelandair flights go through Keflavik Airport in Reykjavik. The airport is so overwhelmed and cannot handle the flights. The wing serving flights to North America is especially bad. While there are plenty of stores to get you buy things there is little or no seating for people waiting for flights. Huge chaos with gate assignments and ground staff for the airline is equally confused as to what is going on. Big delay because of this. Actual flights on 767 planes are at least OK. read more

I was flying(first-time) Icelandair back home yesterday - I arrived late at the Airport in Reykjavik/Keflavik as the rental car company was working in slow motion - and I tried to get through baggage-drop / security as fast as possible ( In civilized countries I would have missed my flight). I asked the numerous ground staff of Icelandair - but - very poor English, unwilling to help, complete asocial behavior. Young ladies standing as far away as possible from the baggage label printers as possible (I checked in the day before - just needed to drop my baggage). They were obviously preferring to chat with each other than to help - and gave completely wrong/ no information. So I printed the bag label and was advised to stand in a row which turned out to be the wrong one (I was late, so needed help and support...) After 20 min I asked again the staff to support / help - but they were completely reluctant, called their "supervisor - and a safety guy- I was next in line to the counter to simply drop my luggage but I was not allowed to do so - they forced me to restart and stand in another line with maybe 200 other passengers - (did I say - I simply wanted to drop my bag - a 10 second task...) The supervisor - Berglind Mjjoell - forced me to line up and wait another 30 min in the other standard check-in row - to drop my bag. I later realized - there was a self-service baggage drop around the corner - no one told me, no one asked me what I wanted to do (well, to simply drop my bag...). So - this was the most frustrating experience of any of the maybe 100 airlines I was flying around the world over the last 2 decades as global manager. Complete absence of any customer orientation, complete negligence of customers, complete absence of empathy and human behavior. A complete disaster - and I swear, I will undertake every effort to NEVER ever fly Icelandair again. In the end - I did not miss my flight - as it was delayed, they have 10 or so flights - with exactly the same boarding time (I learned later). Start at 7:20 AM obviously means in Iceland: they leave anywhere between 7 and 8 or 9 AM - - a very strange experience. And while I did not miss the flight, and could drop my bag - arriving in Zurich, I realized - they trashed my 1000 Dollar Rimowa bag. Will file the complaint now and see how it goes. Overall: again, the by far worst service and experience and the most complete absence of customer orientation of all the maybe 100 airlines / destinations I traveled so far. read more

Icelandair has terrible customer service! -They didn't inform us about a form that was required for traveling to our destination (something other airlines we have flown with have always done, like Norwegian and Air Canada). -Because we needed to fill that form we missed our flight and had to get in contact with them. -All of their business in that airport was done through another airline (SAS). SAS said that they couldn't help us with anything and that we needed to contact Icelandair directly. Which meant that we had to call them and wait in a phone line for a really long time. -We had to talk to the customer service person in english, even though the number we called was a Norwegian one, which made it harder for us. -All the statements the customer service person made were all vague and it really seemed like they didn't have any interest in helping us out. The answer we got was that we should try to find a flight from another Airline, which would cost us about three times as much as the original tickets did. -When we called Icelandair at a later time to try to find a solution to our problem they told us that we could either keep our tickets for the returning flight and try to find a flight to our destination on our own OR we could just cancel our tickets and receive a refund on our flight tax. And they also said that they would need an answer IMMEDIATELY. -Here they heavily implied that getting refund on the tax is tied to cancelling our tickets, which it is not!! And by saying that they would need an answer immediately they stressed us out and didn't give us the opportunity to think through our answer. So we cancelled our returning flights. -We would have still received the refund if we had just kept the tickets and not used them. We had NOTHING to gain by cancelling them. But Icelandair had plenty to gain, because now they could sell the tickets to someone else!!! -They tricked us into cancelling our returning flights by implying that we would only receive a refund on the flight tax if we cancelled our tickets immediately. -And we had to go through all of this with just three hours of sleep and having two kids with us. In the end we lost our trip which we payed around 3000 USD for and we had to endure a lot of stress, all with very little help from Icelandair. read more

Tiny seats (and I'm a small person), unfriendly staff, no free alcohol, and no food... Not even snacks. Will not be flying with them again.

I booked my flight through Expedia, though while Expedia has been fairly helpful and accessible, I felt compelled to let folks know how my experience went with Icelandair specifically. When I showed up to my flight the boarding area had already closed down well before the 'hour before the flight' that it claimed to be open. I could not get my boarding pass. Fair enough, I checked the check in kiosk only to find no check in for Icelandair available at the kiosk either. When I talked to information they notified me that everyone was already boarding and every employee for Icelandair was at the gate. A place I could not access without a boarding pass. In essence they had packed up early and left no employee to assist with boarding. I tried to get anyone on the other side of security to assist me in any way. While the employees at SFO did try, the reality was Icelandair closed boarding early and caused me to miss my flight. My warning is this: If you are planning on flying Icelandair show up at least four hours early. They do not care if you miss your flight and it will be their word against yours. They will not refund or transfer your paid flight to a new one nor will they fully refund your taxes and fees if you do decide to try to call them about it. A week later I received my refund for taxes and fees, however it was a little over half what they had quoted me. Icelandair also has fees and taxes that are non-refundable, so instead of telling me this directly they decided to quote a higher refund amount but then only issue me over half the amount quoted. Luckily Expedia was able to pull some strings and do their best to issue me the full quoted refund amount, but it has been a tiring back-and-forth all because Icelandair went against their own boarding policy. Please be mindful of these facts when booking your flight with Icelandair and note that this review does not include any experience with the flight itself or staff, accommodations, etc as I have none to report. I would just hate to think of anyone else having to go through this too. read more