Icelandair Reviews 

The only good thing is the cheaper fair at the initial booking. If you plan to travel with absolutely nothing on you. Then you can book with them, otherwise never do it. The usual long haul flights amenities were minimal on the flights only radio for entertainment, like a light from 20 years ago. The seats were appallingly small as well, no leg rooms whatsoever and I'm only 6"4'. Imagine a tall person.
I mistakenly flew with Icelandair 2 twice. The 2nd time I flew with them, there was no information that my ticket did not have an allowance for any checked baggage. I ended up paying $100 each way I fly with them. With that much hidden costs, I could have been flying with British Airway or Virgin Airline in comfort.

Very poor service and no meals. I have never before been on a long flight without being offered meals 😤

This is the worst airline company in the world that I have ever flown with. The service is non existence, no food or refreshments. For the first and was the last time, I found a cheap ticket for me and my family to Washington DC and it cost me more than I initially paid for it as I was charged more money for my 2yr old son than my original total of our tickets. This was because I originally bought the tickets when he was less than 2yrs old in which I was not aware I needed to buy an adult ticket for him if he is 2yrs old. Top it all, we hundreds of miles away without any food or drink for the entire journey and even today my 10yr still remember this and always says "dad, pls do not book a flight with Icelandic Airlines even it going to be free of charge". The service is absolutely awful.

Note: the ratings below are for the second leg (KFL – MAN). The first leg was marginally better

First and foremost I fully appreciate that the grounding of the 737MAX must be giving headaches for all airline operators who have them, but it is not an excuse to lower the standard to the level which Icelandair have done.

My wife & I paid for flexible Saga Class tickets for the above sectors.

The first sector was an aircraft so old (at least 25 years old!) owned by Euro Atlantic with cabin staff of Icelandair. We had booked window seats but were given 2 in the middle the aircraft configuration was 2x2x2). There was no place to hang coats, no inflight entertainment (no audio, no visual), no individual fresh-air blowers (the air was controlled for the whole aircraft). To my knowledge at least 3 of the crew had not used the aircraft before and did not know how to either turn on the reading lights or the seat to recline. With regards to the cabin staff I realised how difficult it must be for them to conduct themselves so professionally when they were working in such conditions. A number of cabin staff with whom I talked said that the aircraft should never have been on the north American run and we, Saga passengers, were being robbed.

With the late arrival of the first sector (it left 90 minutes late) we had to run to the gate for the next flight. That sector aircraft was waiting for us (we were the only 2 connecting passengers) and as soon as we got on board two things happened. Firstly, before we could find where we were to sit, the door was closed behind us (nothing like having a captive audience when you want to break the bad news to them!!) – it was an all economy flight operated by GETJET with the cabin staff hardly speaking English (the aircraft & crew were Lithuanian)

The first time we were aware of a change of aircraft/company was an email which I picked up when I turned off my flight mode on arrival at MAN.

After take-off I was asked if I would I like a drink, so I asked for champagne – I was duly handed a small bottle and a plastic beaker. When I asked for a glass, I was told that one was not available. When I asked for our meal, I was told that there was none – not even a snack (yet the email had said there would be a meal). Consequently, from the time of our meal on the flight until we left the aircraft at MAN we had not eaten – some 6 hours.

As soon as the cabin staff had gone down the aisle with the trolley they retreated to the front galley and spent the rest of their time laughing and chatting amongst themselves – not once did they go down the cabin to ascertain if everything was fine – or see if someone wanted something. I noticed one female (there were both male & female cabin staff) spent most of her time playing with her hair. I should mention from my seat I had a good view into the galley even though the curtain was pulled as best it could be.

Of course, with the 15 minutes between getting off one aircraft and getting on the second one our bags did not travel with us and were finally delivered to our house some 36 hours after we did.

Icelandair had a moral duty to inform passengers weeks ago that newer aircraft and cancelling business class to all economy was on the cards – had I known either we would have cancelled and flown home with another carrier.

Nice airline but unfortunately not available in Atlanta, our home. We wanted the Iceland travel deal so we chose to drive 7 hours to Orlando. Coming home we drove all night, making our trip 14 hours. Our motels of choice were unrealistic in their price, or not available.

The gate coming home was not ready so we sat an additional 30 minutes before we could start the deplaning and customs process. It was about an hour from landing to clearling customs and we were the first off the plane.

The airport in Reykjavík is a long way from the city, with very limited gates. Therefore, we planed and deplaned on the tarmac, in the cold and dark, after a long flight, into a bus, then to the terminal.

Finally, the airline offers low fares then kills you with additional costs. I suggest they reverse their baggage policy and offer free checked baggage and charge for carry on luggage. It was not fun trying to get the carry on luggage settled. Packing for a cold climate vacation is challenging because of the bulky coats etc. We would have checked a larger suitcase and had two small backpacks to have in the plane.

The flight crews were great, very professional and classy. Beautiful ladies and one handsome gent.

Took away an approved carry-on at the gate on Jun 30. Still missing as of today. Had to buy all new things while abroad. No apologies, no compensation, refused responsibility. Told to go to world tracker for help.
Update Aug. 6th
World Tracker did not have any information. Supposedly FedEx took responsibility for it a few weeks ago. FedEx states they received a shipping label without a package. No further information! It appears that I will NEVER see the bag again and there will be NO COMPENSATION, I was expected to just donate.

We booked to go to Iceland for 3 day’s for my sisters 40th and unfortunately we booked through Icelandair!

After a slight delay we boarded the plane only to be told there was a fault on the plane and we had to wait for it to be fixed. After about an hour we were told the flight was cancelled and we would have to wait until the following day to fly out. The delayed ended up being 26hours!

On our return we claimed compensation, which although the airline have accepted and made an offer to pay they have not honoured this and have yet to make any payment. We are now having to resort to legal action.

Travelled on a road trip to America with Icelandair - but they left my bag in Reykjavik so I had no clothes or toiletteries for 6 days. I had to chase up getting my bag back as they have no desks in America (or at least Fort Worth) with Sun Country who were very helpful.

I then asked to complain on the way home through Reykjavik and they told me I had to do so by email once I was home.

Did so but they refused to take responsiblitiy as I hadn't complained during my trip! They then said the would send me £100 good will and after 4 months (open the case over 9 month ago) I have still not had any voucher / payment or response to my emails

Shocking

Where do I start! We spent a wonderful 4 days for my birthday in Iceland and used Icelandair to fly from Reykjavik to New York. The holiday was a special birthday present and we flew on to New York on the day of my 40th Birthday. Disaster struck when my case didn't arrive at JFK. Inside my case were birthday presents and cards which I had hoped to open when we arrived in New York.
My 40th birthday was effectively ruined as due to an admin error by Icelandair my case did not make it on the plane. I had no clothes and could not go out to celebrate my birthday that evening. It was too late to buy anything. Because of this stupid mistake I did not feel like celebrating at all. I got my case back 36 hours later but only as I kept pestering Icelandair via twitter. Not only was my birthday ruined but so was the first 36 hours in New York.
When I got home they at least reimbursed me for the clothes and toiletries I had to buy. But I never had an official apology for the distress that I was caused. I will NEVER get the day of my 40th birthday back. Both myself and my wife were left devastated with how our holiday was ruined.
I should have at least had some compensation or refund for flights and an apology would have been nice. In fact I emailed them to demand an apology and after 11 months of follow up emails (they were ignoring me) they finally replied and offered me a minuscule travel voucher.
Avoid this company like the plague.
P.s. I have had very good advice from my legal counsel and who have advised me to sue for damages. Watch this space!

I tried to book an extra luggage with Icelandair for a trip.

After spending 45 minuttes on the website i had to give up changing my booking online, as their system didn´t work. Afterwards i tried to get in tough with an agent on their live chat. After waiting 30 minuttes to get connected i gave up there as well.

Then I tried calling them, where after waiting 30 minuttes i got though to an agent, that booked TWO and not ONE extra luggage with me. So now I´m on the phone with again - first with 37 calls ahead of me and then afterwards 45 calls ahead me. All you get to listing to is "please have out booking number AND CREDIT CARD INFORMATION ready". Seemed to me like they really care about that credit card information more than anything else.

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 $200 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 (or so I'm told). 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 no decision making power over this $200 cancellation fee 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 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...we were denied (not really sure by whom)...and we paid the $200 cancellation fee per ticket.

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 and FlightHub fell short on all counts.

I refuse to give these two companies any more of my hard earned money.

Take this review as you will!

I had contacted Icelandair in Denmark twice in three days because of some problem with booking a flight throught the website and following problem with the confirmation of the flight.
All the operators I spoke to were extremely helpful, nice, lovely and it was really a pleasure to deal with them.
They were professional but friendly at the same time and both had a very warm way of helping.
I am really pleased with Icelandair and i will keep using it as much as possible.

So you want to visit Iceland. Great idea. Just don't fly Icelandair!!! We left for 8 days in Iceland before heading to Greece for friends 25th anniversary. Paid for Economy Comfort just to have the pleasure of not having our bags arrive with us. Now the story gets really interesting. After waiting an hour along with probably 30 other passengers we hear a faint message that all baggage from our flight has been offloaded and to go another location to complete some paperwork. The bags were 1) removed from the plane because it was TOO HOT or 2) there was an equipment malfunction at YVR and one container never reached the plane in time? I have to ask if either situation occurred why did the plane depart early? Icelandair disavows any responsibility because they have nothing to do with handling the baggage ergo they refuse to provide even a minimum of compensation. Oh, that's if I don't include rhe wonderful emergency bag of necessities handed to all of us. When will the bags arrive? Maybe in 2 days on the next flight from YVR, no they cannot get the bags here any quicker by rerouting them through another hub. Did I mention that Icelandair want you to wait 6 days before making any contact with them and then only by the Internet. Ok our bags arrive at KEF (Reykjavik) airport at 06:00 hrs but will not be delivered to first location until sometime between 15:00 & 19:00 hr because they cannot be picked up until 13:00 hr. There have been two working days to set the deliveries up and they cannot coordinate an earlier pick up and delivery process. We left Reykavik at 10:00 hr for our next location and informed them of our new location about 08:30, they replied about an hour later indicating an update of our info was proceessed and they will deliver the luggage to the new location. But wait during our 6 hr+ drive (without Internet service) they sent another message that our bags will arrive and be delivered the following day by 15:30 hr. This is now 4 days, half of our time in Iceland without any of the items we had packed for the cooler climate here. Now we get back to our hotel at 16:00 hrs and what do we find? NO BAGGAGE!! We were expected to drive to the airport and retrieve the bags ourselves. Our heartfelt thanks go ou to the hotel staff that tracked down our bags and then shot out the door to go and get them for us and delivered them to our room without us asking. O Now VISA on the other hand (Because we purchased our tickets with our card) opened a claim with the smallest amount of time, if the entire process took 10 minutes it would be on the extreme end of the timeframe, and we at least we're able to buy some fresh clothing so we did not feel so slovenly. Enough of my diatribe for now and time to enjoy the wonderful hospitality of the generous people here.

En ting er at være forsinket i 8t 20m, men noget andet er den ufattelige dårlige service som Icelandair præsterede i forbindelse hermed.
Personale som lover hotel hvorefter andet personale siger dette ikke er muligt, men vi kan få madkuponer svarende til 25 euro (alle madboder var stort set ribbet) og så ellers sidde i lufthavnen og vente.
Pudsigt nok kan man, kl 07.00 stadig booke billetter til vores fly via Icelandair, som nu har afgangstid 16.20 (oprindeligt 08.00) - så forsinkelse eller blot et forsøg på at dække over to sammenlagte fly, ja hvad ved jeg? Det er ikke første gang at det sker!

Ringe ringe service. Det er første og sidste gang vi rejser med Icelandair og vi vil fraråde andre det samme. Stakkels familier med små børn som heller ingen hjælp kunne få!

Derudover fjernsynsskærme der ikke fungerer (vi var 5 og 3 skærme fungerede ikke), sæder uden nakkestøtte (lang flyvetur fra usa).
Derudover oplevede vi på den sidste del af turen manglende fjernsynsskærme i sæderne som ellers reklameres på Icelandairs hjemmeside - som kompensation lovning på iPads til alle men der var kun iPads til rådighed for børnene (hvilket var ok prioritering), men så lad være med at love noget i ikke kan holde, tre gange på en dag!!

English:

One thing is to be delayed 8h20m, another thing is the exceptionally horrible customer service Icelandair has provided. When we first arrived and talked with the first Icelandair staff we were told that we could have a daytime room, but needed to talk with customers service upstairs which told us that the only thing we could get was a voucher on 25 euro for food (the food storages were ripped). We feel even more sorry for the families with small children.

We checked every Icelandair flight schedule, to see if we could reschedule our flight and noticed that we were able to book exactly the same flight online, just with departure at 4.20 pm - instead of 8.00 am which was the originally flight. Is it normal to be able to book a delayed flight?

Unforgivable customer service.
This was the first and last time we are choosing Icelandair. We will definitely NOT recommend Icelandair to our family and friends.

Both on the flight out and home, the TV screens did not work (we were 5 and only 2 of the TV's worked), also the headrest was out of order.
On the flight from Iceland to Denmark there was no tv screen, despite that Icelandair claims on their website that everyone gets a personal screen. The staff again announced that everyone will have an iPad instead - but that was not the case. This was the least of our troubles but clearly confirmed the lack of customer service!!