IcelandAir
Reviews and Complaints

I received a one year voucher to rebook a canceled flight, good for one year from March 15 2024 to March 15 2025. I tried to book flight on March 14, but was denied, saying it had expired. I have a picture of this transaction with the time stamp of March 14 at 9:54 pm with the statement that Gift Certificate RYZXTRN9 was expired. This is for a $1,463 ticket so I am broken hearted to lose it. Can anyone help, please.

On a recent trip with IcelandAir, we paid $50 extra for two aisle seats. IcelandAir reassigned us to middle seats upon just before the flight and refused to refund our $50.

We paid $50 to select two aisle seats ($25 each for seats) Aisle seats are important to us because I am a disabled veteran with chronic back issues, I cannot remain seated for that long of a duration without going into immense pain and my back tightening.

When we checked in for the flight the evening prior, we were still assigned those seats. However, when we went to the counter in the terminal to show our passports, the IcelandAir agent gave us new boarding passes. At the time we didn't notice that we were both reassigned to middle seats. We were not told of this change when handed the passes, and did not notice the change until we were beyond security. Once we noticed, in the middle of a meal, I immediately called Icelandair Customer Service. We were initially told that because we were close to departure time, only the airport agents could make seat changes. We went to wait at the gate counter for an IcelandAir representative to show.

Once an Icelandair representative showed up at the gate, we told them the issue. At first, the representative lied to us and told us our seats were reassigned because "our payment did not go through". Even when we showed him the receipt, he stood fast on this and repeatedly lied about our payment not going through, saying that the seats were reassigned because we did not pay for the upgraded tickets - although this payment was included in the purchase of our tickets and other aisle seat selections. He then told us that we had to call customer service, that he couldn't help us. I again called Customer Service while at the gate counter. The Customer Service representative then told us that yes, we did pay for the seats but they were changed due to "an equipment change" and that only the check-in desk (prior to security) could reassign our seats, as it was too close to the flight time. As this was now about an hour until the flight, we would have missed our flight if we had to go outside of security, take the airport train to the terminal, try to get our seats back, go through security, take the train to the terminal, and run to the gate.

Because this was not possible, we continued to ask Icelandair to give us the seats we paid for, or other aisle seats. We were eventually told that one of our assigned seats (27D) was broken and that is why our seats were changed. We were additionally told that it was a full flight and he did not see any aisle seats available at that time. Seat 27C, which we had paid to reserve (in June!), had already been assigned to a different passenger and the representative said once a seat had been assigned, they could not take it away. Ironic, given that the seat had been PAID for and assigned to my wife that morning, yet they had no problem stealing it and giving it to someone else.

The broken seat was apparent when we boarded and saw the taped off seat. However, the 27C seat was fully operational, yet that seat we paid for was also reassigned to a middle seat. WHY WERE BOTH OUR AISLE SEATS REASSIGNED TO MIDDLE SEATS WHEN ONLY ONE WAS BROKEN?

If this was correctly addressed at the proper time, I could have been reassigned to another aisle seat early. Because IcelandAir deceived and delayed us, I was forced into a middle seat where I was unable to get up as frequently as needed to alleviate my back pain. As a result of being forced to be in the middle seat, despite our paying for an aisle seat, I was practically immobile once the plane landed, and continued to be in pain for more than 24 hours after the flight and negatively affected our vacation. My pain was a direct result of Icelandair changing our paid for aisle seats without notice. All due to IcelandAir.

We filed online for the return of the $50 we paid extra for the seats, since IcelandAir breached the contract and did not deliver the paid for seats.

IcelandAir refused to refund our $50! They stated that "since seats in whole back cabin are with same price" we were not due a refund. If this is the case, why do they charge for seat selection!

One of our suitcases did not arrive at JFK from our Sept 21, 2023 Icelandair flight #Fl613 from Reykjavik to JFK. I followed up with Icelandair (via email or phone) many times but the response was always that there was no status update or that they were still searching. This went on for 4-5 weeks during which time, I emailed a list of items in the lost bag, a description & brand of the bag, & any other requests they made. After about 5 weeks or so, I called to ask if they had concluded that the bag could not be located & the person who answered SEEMED to indicate that was the case. When I asked if Icelandair would then process the claim I filed, she said yes & would leave a note to have the person in charge of my case call me the next day, I didn't hear from her the next day or ever. I called again today & received the same response. The person I spoke with said she would leave a note with the same case employee. She also said there was no other phone # to call to complain, only via email, which didn't do any good, nor did the phone# I already called [protected], which also was useless. Suitcases can be lost, of course; HOWEVER, (1) how can Icelandair take more than 5 weeks to reach that conclusion; (2) how can Icelandair appear not to care & be so non-responsive when it was on an Icelandair flight that the bag was lost; & (3) why was I continually told I could only communicate via email or that same useless phone #?

I am writing to request a credit for a nonrefundable round-trip flight with Icelandair airline from Chicago to Helsinki that I booked on Expedia (Itinerary # 72689379067880 I booked on Nov 4, 2023). I understand that Icelandair's policies typically do not allow for refunds on nonrefundable tickets, but I hope that you will consider making an exception in this case due to extenuating circumstances.

The goal of my trip was to travel from Helsinki to St. Petersburg, Russia by bus where I would bury my mother’s remains in our family grave as she wished.

On Nov 18, 2023, Finland closed the crossing point on its border with Russia, and all busses to Petersburg were canceled indefinitely. The bus was only one way to get to St. Peterburg from Helsinki since the Ukrainian war has been started.

I hope that you will consider my request and grant me a credit for my unused flight tickets. This gesture would demonstrate your understanding and willingness to accommodate customers in difficult situations.

I am open to discussing alternative solutions, such as a partial credit or the ability to apply the unused portion of the ticket towards a future booking. I am confident that we can find a mutually agreeable solution.

Thank you for your time and consideration.

Sincerely, Larisa Barabanova

My name is Mark Johnson.

I would first like to say that I am a HUGE fan of Icelandair. So much so, that when my friends told me that they wanted to go to Paris from Denver, Colorado, I offered to buy them tickets on Icelandair. They were thrilled!

Unfortunately, the last couple of days, we have received notices from both the Prime Minister of France's office and the U. S. Embassy in Paris warning about civil unrest there due to the Israel - Palestine conflict. Please see below:

Prime Minister of France:

The Prime Minister of France raised the security threat level within the “Vigipirate” plan to “urgence attentat” (“attack emergency”). This is the highest level in the Vigipirate plan, a set of measures to prepare and protect the population and public places.

If you are in France, expect enhanced security measures and an increased police presence at the border and in public places monitor local media for the most recent information follow the instructions of local authorities

Vigipirate plan – Government of France (in French)

U. S. Embassy in Paris: A few days into the riots, the US Embassy in Paris warned US citizens to avoid mass gatherings and areas of significant police activity, as such situations might turn violent and result in clashes.

France remains at level two of four in the US travel advisory levels, which warns citizens to exercise “increased caution in France due to terrorism and civil unrest.

Today, October 23, 2023, it became worse. Reuter's reported:

Reuters: October 22, 20236:21 PM GMT+1Updated 20 hours ago

Thousands join Paris's first authorized pro-Palestinian demo since Hamas attacks

PARIS, Oct 22 (Reuters) - Thousands of people waving Palestinian flags and chanting "Gaza, Paris is with you" gathered on Sunday for the first pro-Palestinian demonstration allowed by police in the French capital since the Oct. 7 Hamas attacks on Israel.

Around 15,000 people turned out at the Place de la Republique, according to police figures, to express solidarity with Palestinians and call for a ceasefire as the death toll from Israeli strikes in Gaza rose to more than 4,700.

As a result, my friends are very frightened about what is going on there and would like to cancel their flights. We understand that these reservations would normally not be refundable, but due to the circumstances in Paris, we are asking for either their money back, or be given another year to rebook their flights.

I, Mark Johnson, booked and paid for their flights, their information is as follows:

Elisabeth Horak: Confirmation: 3S64DC

Kathryn Frankiewich: Confirmation: 3XAIFR

Please refund the ticket price back into my credit card. I can be reached at:

Mark Johnson

Mobile: [protected]

E-mail: M.L.[protected]@comcast.net

Thank you for your understanding and help. Please feel free to reach out to me at any time.

Mark

October 19, 2023

To Whom it May Concern,

I use this format to contact you as your company‘s „ flight disruption “ page does not allow for this specific input.

Also, attempting to call has been proven outmost difficult as being the “111th caller in cue” is not acceptable.

Also, the option for call back places the customer at a most difficult spot, as call back time is unpredictable.

To the matter of my concern:

On Saturday September 30, 23, we missed 2 connection flights (Reykjavik- Seattle and Seattle-Fairbanks) due to late start and arrival of flight with

Booking reference 2X3QMB.

Therefore myself, Martina Adam-Mariutto, and my husband, Fabio Mariutto, request compensation according to your Compensation and Assistance brochure we were given by your staff.

We and many other customers lost their connection flight to Seattle. This was avoidable through several factors:

The flight left Munich late, and Icelandair knew for 4 hours that the flight will be arriving late. The plane to Seattle was still at the airport upon our arrival in Reykjavik, but the powers to be decided that the doors while be closed.

Consequently we also did not get the next flight to Fairbanks, Alaska. We arrived more than 24 hours after our scheduled arrival.

Additional points of dissatisfaction:

We booked the flight manykjy months ago and selected and PAID for seats that we desired.

1. On the way to Europe, our seats were suddenly changed - no explanation given.

2. At time of departure from Munich, I was informed that I have no assigned seat Reykjavik - Seattle but would be on Standby.

? Why did we additional for seats that we did NOT get?

3. The delay Munich-Reykjavik could have been avoided. We were close to 4 hour prior to departure at the counter but the counter was not staffed until < 3 hours to departure. At this point, 1 staff member was present and started to work the que. She called x2 for assistance as the line of passengers became very long. Eventually a 2nd staff showed. Surely those conditions aided to delay the flight.

Therefore I am requesting compensation for myself and my husband for the missed flight connections (x2 for each of us) as well as the reimbursement for the fees we paid for the seat assignments we had originally booked of for the total of 4 (2 per person) lags.

Thanks for your consideration.

Martina Adam-Mariutto

I purchased a ticket to Iceland for October 29th-Nov. 6 travel. Upon purchasing I did not notice that somehow the name of the purchase was the name of the firm I work for instead of mine. Upon reviewing information for upcoming travel, it was brought to my attention. I sent an e-mail and have called customer service to get this rectified by correcting the name. They informed me that would be considered a transfer and not possible. I explained I am the purchaser, and all other information remains the same, DOB, Address etc. It would be a name correction. It seems my pleas are falling on deaf ears as they are following the rules! I understand the rules and the reason for them, but this does not fall into that category, and I can't seem to have anyone understand.

The only way to rectify would be for me to cancel and re-purchase. My ticket is a non-refundable ticket, which means I would be at a loss of over 1,000.00 USD>

Dear Team,

I have made a reservation on 27th September from London Heathrow to Washington DC Dulles airport, booking reference # THV86N.

However I am unable to travel due to non-availability of visa appointment with the US embassy here in London, UK.

Request you to kindly help me with cancel and refund the flight reservation.

I spoke with Iceland airlines and booking.com (3rd party agency), airlines said they only can help refund direct booking customers, all 3rd partners are to contact them and they will help. Please contact the airlines and help me cancel my reservation and get a refund for the same as I am unable to travel due to no valid visa being issued in time.

Airlines is advised 3rd party to not issue refund to “this pax”, I am afraid they are not understanding my situation and being very rigid in their approach.

Looking forward for your early resolution.

Regards,

Adithya Gyaneshwar.

This is a long and complicated story. Back in May, 2023, I booked two separate flights on Icelandair through Expedia. The first, which was to leave Seattle to Reykjavik on August 19, 2023, the second was from Reykjavik to Oslo the following day (August 20). Both flights were for business class seats. However, at Seattle, we were denied boarding because our passports were not in compliance (less than 3 months before expiration). While I understand that this is a governmental issue, Icelandair was fully aware of our passport information, since I had to enter it on their website. They could have simply told us well in advance that we needed new passports. As a result, not only could we not board the Seattle to Reykjavik flight, we obviously had to miss our Reykjavik to Oslo flight. Furthermore, when we arrived at the airport, before the passport issue was discovered, we were told that our Business Class seats for the Seattle to Reykjavik flight had been downgraded to Economy. Obviously the seats we paid for had been filled, even if not by us. I also strongly suspect that the business class seats on the Reyjkavik to Oslo flight were also sold, meaning that Icelandair wasn't out any money. When I complained to Icelandair, they said that I had to go through Expedia, since they booked the flight, but everytime I contacted Expedia they referred me back to Icelandair. To add insult to injury, when we applied for passports on an expedited basis (we were booked on a cruise leaving Norway on August 26th), I went ahead and booked two new flights on Icelandair. Including the return trip from Reykjavik to Seattle on September 11th, I spent over $7000 on airfare with Icelandair. Despite this fact, all that Icelandair offered me was to refund the airport taxes and fees for the Reykjavik to Oslo flight, but they said I had to go to Expedia to collect. When I contacted Expedia, they said it was a matter for Icelandair. It was a classic runaround.

My sister and I called Icelandair each separately to determine what our options were for having to rebook a flight due to unforeseen circumstances around work. we were both told we could rebook without a change fee within the year. We cancelled all of our lodging and called back to rebook and told there was a $250 change fee per ticket. When asked why we were told the opposite, we were told to file a complaint and we would hear back in 24-48 hours. It has been a week and still no resolution.

Also, asked if there was a recording associated with each of our calls, they said yes but no way to review what we were told.

I booked this flight Denver to kef round trip 7 months in advance for my wife and I I paid for premier Saga seats and on each leg of the flight my wife and I where changed to separate seats ! and the only answer I get is there was no option for us to fly together. I have a screen shot of our seats together a few days prior to flight and then on check in we are on oposite sides of plane. no explanations after 30 min on phone. I wind fly with Icelandic Again

On June 22, 2023, my wife and I took a flight from KEF to Boston. The flight was scheduled for 10:00. They began by announcing a one hour delay. Then after a half hour, they announced there would be a 1.5 hour delay. Then at 11:30, they announced a 2.5 delay and a 12:30 departure. Icelandair continued pushing the time of departure back continued every half hour. The flight left at 1:30, which was 3.5 hours after the scheduled time.

We missed our connecting flight in Boston with another airline and had to stay overnight in Boston. The worst part of the ordeal was when while waiting for the flight at 12:00, Icelandair service people began check our credentials and lining us up in a camped hallway. The service staff also thought the plane would be taking off soon as the announcements led everyone to believe. The passengers begged for information but the service personnel could only guess as to what was going on. I am a pilot and could see that weather was not a factor.

It was miserable waiting in line in a cramped hallway. Everyone was stressed and irritable. Most people did not want to leave the line because no one knew when the plane would actually depart. Most people didn't want to lose their place in line. Icelandiar sent everyone a meal voucher but we were in the gateway to the plane and couldn't use it. My thought was that this was inhumane. People don't treat cattle this way. In the hall, there was no water nor bathrooms where we waited for an hour and half.

It's clear that the staff was empathetic. It is also clear that Icelandiar management had no plan and seemed not to care about the experience of the ticket holders. I wonder how management would have felt in the that hall.

We learned later that the crew dedicated to the original flight had timed out. One of the new crew had been called at home (50 minutes away) and ask to come to work. It seemed like Icelandair knew it would be a long delay, but choose to lead customers on that it could be in the next hour.

Conclusion: Icelandair management is not up to the challenge. If something goes wrong they quickly fall behind the problem. This problem should have been anticipated long before the original crew timed out. Management was slow and only reactionary. Icelandair is centered on a beautiful island with beautiful local people and staff, but management is seriously missing in action.

Truly sad.

Dan and Consuelo Duplass

Booking reference #2QV5OR

The woman in the airport when I tried to check-in and get my boarding pass (munich airport 2023/4/19 11:00 am b114), told me that I should have an ETA from canada government otherwise she won't give me the boarding pass. However, I already had my working holiday POE letter (also from the Canada government with ETA number printed on it) which I was not familiar with the process so I show it to her and wish to get my boarding pass, but her just called her colleague for information (I assumed she's not familiar with the process either) and reject me with an extremely rude attitude. So I had to pay an additional fee (about $200 euros) to apply for a new ETA which I certainly didn't need to! This was an very awful experience causing me wasting lots of money on account of poor trained employee and really bad attitude. I would like to get a refund in cash for your apology.

We have booked a return flight from Chicago to Reykjavik on 3 May 2023. We amended this flight at the Servicedesk counter on the Reykjavik airport while in transfer.

Our booking was changed to 1 May 2023 for $757 in total. We confirmed our creditcard and e-mailaddress.. Since we did not get a confirmation by email we called to validate our changes. Now Icelandair offers us to change the flight to 1 May for a much higher amount ($3,000) since they tell us the change is not in their system.

We request Icelandair to change our flight to 1May as agreed upon by the Servicedesk on 20 April 2023.

On March 7th, I received notice that my booking was canceled just hours before I was to leave for JFK. I was rebooked at another airport (Newark) that is almost 2 hours away. I then had to pay 3x the amount for a ride to the airport and barely made it, only to find out that the original flight wasn't canceled. Now, regarding the refund request, I was told I would be getting one for the seats we paid for on the original flights, and as a "courtesy," the new seats we had no choice but to pay for on the new flight, which was also double the cost. So the total we should be getting back is $236. I also had items stolen from my luggage, and no one has been responsive. If nothing is done here, I will report you to the DOT, FAA, and TSA for the theft. I am also letting my credit company know of the discrepancy.

I am writing to get some help with IcelandAir. We purchased roundtrip tickets in October 2022 from Amsterdam to Reykjavík, Iceland for travel in December 2022. Unfortunately, a few weeks after the purchase, my family experienced two concurrent medical emergencies in November and December and was not able to go on our trip to Europe, including Iceland. We had four different airlines involved that we were using for our family of five. These airlines included IcelandAir, American Airlines, ITA Airways and AerLingus.

We tried desperately to cancel our flights with IcelandAir via telephone nine different times and also via their website multiple times, starting a month before our scheduled flights. We explained to IcelandAir that we wanted to postpone the trip by one year and they would not allow us to do that. They would not even answer us or allow us to speak with a manager and it was extremely frustrating. IcelandAir would not help us with this matter at all. They were rude and unhelpful and not caring that we would lose $2068.50 for flights not used.

We are requesting a refund or voucher so we can schedule our trip for next Christmas. We also prepaid extra baggage charges on the IcelandAir tickets, which should definitely be refunded as we never even were able to take the trip.

As a side note, we submitted the same emergency medical documentation to the other three airlines involved in our trip and were either refunded our tickets (American Airlines and ITA Airways) or given a 5 year travel voucher (AerLingus). Those airlines deserve a definite shout out for understanding emergencies and being empathetic to people who are experiencing them.

The medical emergencies we experienced were life threatening and we were unable to fly. I personally experienced 3 blood clots in my legs and one large blood clot saddled between my lungs. I was in the hospital for a week and still working my way back to health. At the same time, my daughter’s health was failing due to an extreme eating disorder. She was placed inpatient in a residential eating disorder program.

We would appreciate any help you can provide with this case. Thank you so much for your support.

I booked our flight, Iceland air took our money, and we got to JFK, but they will not let us in the airplane. because my son passport expire within 85 days and it suppose to be 90 and above.

They allowed me to check in in Atlanta and fly all the way to JFK before denying me boarding. It was two a.m. They abandoned us without assistance in a state in which we do not reside. I went from hotel to hotel in search of a room. I was required to purchase a new ticket home and pay for a hotel. Consequently, they refuse to reimburse my money.

I inquired whether the passport information was included. Why did you permit us to purchase and fly from Atlanta to New York City? then prevent us from reaching our target. It was extremely frustrating and tedious.

I chatted with the customer support over the phone . She was extremely impolite and disdainful. my bags was in the plain and I had my medicines in it. I had to cry to request my bags back. The following day was spent attempting to obtain the logge. They were quite impolite and disrespectful. I believe that they should pay not just my tickets back but for all the trubel and the emotional and financial nightmare we had to go through.

Are foreign tourists allowed to spend as much time as needed to visit Iceland or no more that a certain time. (I wonder?), because if we fly your national airlines (Icelandair) from the US (Denver) to Europe (Paris) with a stopover in Iceland you cannot stay more than 7 days because beyond that you have to buy a saga fare seat costing more than $1500 than the regular economy fare which in my book is called racketeering!

This practice does not encourage at all flying with them. Does this practice also apply when using other airlines with a stopover of 10 days or more?

It is cheaper for a foreign tourist flying to and/or from the US to Europe or elsewhere to make a stopover there killing two birds with one stone than to come back another time to just visit Iceland.

I could fly cheaper first via Paris with Air france using the multi-city destinations with Delta for the last leg from Reykjavic to Lax!

But if I use Icelandair from Paris to Kef one way will I have to book the saga fare since I would be staying in Iceland at least 10 Days before flying out with delta to LAX?

Booked and paid upfront via Expedia for an Icelandair flight, we changed our mind and decided to go on the NCL Encore and not the bliss, there is a 1 day difference in flights to do so, however Icelandair will not budge in trying to accommodate or help us, shocking, All in we have booked 4 flights to get us from Glasgow to Reyjavik, Reyjavik to Seattle, Seattle to Reyjavik, Reyjavik to Glasgow, allowing time in Seattle and Reyjavik too along with our 7 day long cruise to Alaska, this is a one of once in a lifetime trip, we now have to figure a way to get from Victoria British Columbia to Seattle and loose a day on the cruise to be available to catch the flight on the 27th Seattle to Reyjavik, really disappointed, if we were to cancel the flight on the 27th it would cost us £700 plus to do so, now looking at coming off the ferry if allowed and booking a ferry to get us to the airport on time to catch the original flight on the 27th May

Flew on Sept 13, 2022 from Dublin to Iceland then Iceland to Washington DC. I pre-booked and paid for seats my wife and I planned to sit in. Icelandair provided us our boarding passes at check in and the seat assignments were completely different from what I paid for. When I brought this to their attention in a complaint filed September 29, 2022 they said I still got to sit in the same value seats as what I bought. Nonsense. I paid for but did not receive my reserved seats. They refused to refund my seat selection payment.

Icelandair has a small mind management mentality where they choose to keep the amount I paid at the expense of my wife and I no longer flying with them. With a daughter living in France, that's 3 roundtrip flights each year. Your loss, not mine.