Icelandair Reviews 

I have no idea why so many people have had negative experiences with this airline. Although I have only flown with them once they have been nothing but great for us! I had two query’s at different times before my first flight and both were answered swiftly and politely by their customer service. I am due to have another flight home with them soon and had yet another query, again they solved my problem within 24 hours. I couldn’t recommend them more after my experience, and I have had some pretty awful experiences with airlines in the past.

Originally booked flights to Minneapolis before covid. Once covid hit I asked for a voucher as obviously wanted to fly again once covid ended and they couldn't have been more rude, unhelpful and unprofessional.

It took multiple calls to get a voucher and even had some guy in India tell me that I should just use the ticket to fly to the layover in Iceland to save them the effort before putting phone down on me.

A week later I was got someone who instantly set up my voucher and said he had no idea why his colleagues were being like that.

Move forward two years and I use the voucher. The forward had no issues apart from the uncomfortable seats that are definitely not meant for long flights to the US. On the way back we first stopped in Seattle which is the opposite direction to Europe.

After sitting there for 6 hours we were informed that they had no fuel and had to go all the way back to the airport to do repairs. It made no sense because obviously the plane had no fuel by going THE OPPOSITE DIRECTION!

After another 4 hours we flew for 7 hours to Iceland where they cancelled all flights but wouldn't put anyone on an alternative flight that were available.

Instead they put us in a hotel that was 40 minutes outside the airport. I appreciate them paying for the cab in voucher and the night in the hotel but we drove by like 20 hotels in the airport and it just seemed like another massive oversight.

The hotel was actually been renovated so not much worked apart from the restaurant. Next morning we got to the airport early and ended up on another layover in Paris for EIGHT HOURS. EIGHT...HOURS. It takes an hour or less to fly from Manchester to Paris. It makes no sense.

We ended up back in the UK just before the last train in the middle of the night.

Icelandair ruined everything and I will never fly with them again. A rude, chaotic mess of an airline that don't put the customer first.

I will never do business with this company again. I booked a vacation to Iceland through Icelandair. Two months ago they changed our flights, but provided NO information on how it would impact our vacation package (hotel and booked activities). For TWO months I have been unable to speak or communicate with anyone at the company. We were supposed to leave this Friday and I just received an automated email from them today saying they are too busy to help me (after two months of trying!!!). I disputed the entire booking through AMEX and they refunded me. Never ever again will I do business with this company. They have no costumer service. NONE.

Have booked package holiday with Icelandair. I want to edit my booking and cannot make contact with customer care. No phone number to call, no email address, you can only use the contact form on the website which I have filled out several times over the course of 10 weeks. My holiday is booked for November and looks like I will not get any response from this company prior to travelling. I have been trying to contact them for 2 months now about editing a booking, no one gets back in contact. We are a large group travelling together for my 40th Birthday and altogether have spent a few thousand euro booking this trip, so disappointed to have chosen this company for this occasion as it has been utterly frustrating to say the least.

The IcelandAir website popup said 20% off baggage fee if you purchase early. I did so to save money. Then, the post-purchase popup said thank for for purchasing your additional bags. What? I did not want extra bags...the language did not say extra or additional bags, it said purchase your bags for 20% off. I talked to 3 agents in their Philippine call center who all said no refund. They directed me to the Iceland office. Get this...they also said f.o, no refund. So now I lost over $200 because I was led to believe that I was saving money and the company says too bad, no refunds.

I wish I could rate them 0 stars but sadly Trustpilot’s lowest ranking is 1. Arrived at NewArk for flight to Reykjavik 2 hours early for check in and tickets, where the people at the front desk inform me that due to new rules (yesterday 9/6/21)I would have to Quarantine for 10 days. My vacation is 9 days, I’m disappointed but fine, that’s when the check-in people alert me that I’ll have to call Icelandair to actually get a refund, okay seems simple. I am then subjected to the worst customer service I’ve had to endure in a while, after which I am told that I will receive no refunds, reschedules, or vouchers because my tickets were suspended for being a no show. What?!! I’m then given the run-around by Icelandair over the phone and the front desk people as they continuously tell me it’s the other person’s job. Finally ends with Icelandair giving me another phone to call which surprise surprise doesn’t work. Gonna let my credit card company handle it now, disgraceful.

Booked a flight with change flexibility, trying to change it online and it won't work, now on my 4th attempt to call customer service (have had two agents hang up on me).

I never thought Iceland Air line would be so un profesional

Cancelled the flight for tomorrow and they have not informed us hopping the passengers will not show.
where as we have spent alot of money for PCR and Transfers which have been already paid.

So disappointed with there services.

If i can give a a negative 10 i will

This company is a disgrace, still waiting for my refund since June. Informed by a very rude customer service provider that I won’t get a refund just a credit voucher. Legal proceedings started with small claims court 😡

This is a Scam company.

My refund is not sent yet instead rejecting my calls at the end of the conversation.

This Airline is a complete Rip off ...less than 24hrs after booking they cancelled the flight
Now offering a voucher for a flight that may never actually go ...personally I think they are about to go bankrupt and are just desperate for money AVOID AT ALL COSTS

My flights have been cancelled almost three months ago. I still wait for my refund and Icelandair does not react to any of my requests for payment!
Seems like this is their method to force people to accept voucers instead of the refund! Poor service!
Sadly I feel now pressured to contact a lawyer!

You have made many adjustments due to Coronavirus (great!), but it becomes a joke that your passengers can only get a bottle of water, when you don't practice social distancing by utilising the front seating of the plane.
Corona doesn't jump out of a prepacked meal, or carry-on bags - it spreads between humans being to close to each other.
I acknowledge that you want to sell your front seats more expensively, but consider what you are loosing in reputation by this procedure.

My flight to Iceland was delayed with an hours.

Flights from Munich to Keflavik (21.5.20) and back (31.5.50) are canceled in May.
I gave Iceland Air by email the information to get a refund - not a voucher.
Nothing happens.
I send many emails but I didn't get an answer. I send also emails via Iceland Air Homepage. But nothing happens
I gave 2 dates to Iceland Air for my refund and will give it now to a lawyer.

One star is too much actually. Flights got cancelled due to Covid-19, but the customer service team did
a) not want to tell me the reason they had offered the flight just a few days prior and now cancelled it 6 days before departure
b) only want to offer me a voucher, despite the fact that Iceland Air does not offer ANY flight for this route for the next 4 weeks.

NEVER will I book Iceland Air again - currently preparing a lawsuit against them to refund me my 1,000 USD.

@Iceland Air: You should be ashamed of yourself stealing people's money in such a situation.

Look out! Icelandair does not refund ticket price despite Flextarif. In January we booked tickets for the family Economy Flex worth 3100 Euro. On 18.3.2020 we cancelled the tickets according to the tariff conditions. In several telephone inquiries Icelandair has promised the refund and asked "corona-conditioned" for patience. After almost 3 months there is still no money received. Feel cheated, too bad.

Disgrace of a company refusing cash refunds only offering vouchers booked a package holiday through Barrhead Travel and Iceland Air are refusing to refund Barrhead for the flights

They cancelled our flight and won’t give a refund only a voucher for another flight. We don’t want or need another flight, we can’t use a flight at any other time. It was for my pregnant wife and her elderly mother to have one last trip together before their circumstances change. The flights have been cancelled due to Covid 19 which is totally understandable but a refund would be the only acceptable outcome as we won’t be able to use the tickets next year.
Iceland airs response is basically tough luck.
Terrible customer service, one thing is for sure I will never fly with them again.

Also getting through to their customer service department is a nightmare.

I had the worst experience ever, without giving me a solution and not explaining to me what options i was given, the staff (Herdis) sent my checkin luggage away and wanted me to pay for additional fees for overweight for the second checkin luggage . If i were to told my second luggage was overweight , i would have pack some in the first luggage. But i wasnt giving the choice to do so as they send my luggage in and then explain what my problem was. I was forced to pay additional fee which i dont have to. The Supervisor (Nina) threaten me to pay the fees or else I couldn’t board the flight if i were to make a scene . She is so rude to me and walk away without finishing our conversation.

Booked with Icelandair and has to change my wife’s name as we got married recently, unfortunately we had to renew her passport due to the Brexit issue of having 6 months validity at time of travel. They said as the bag was associated with her name (even though we weren’t transferring the ticket) it was no longer valid and we had to pay another £100 for a bag. Appalling to do this to a customer who had already paid.