IcelandAir
Reviews and Complaints

Booked a flight for 2 out of Vancouver, Canada to London (UK) and return, well before the Covid crisis. When our government and governments around the globe issued travel advisories not to fly around March (our flight was scheduled for mid-May). we contacted Icelandair who assured us they would take care of us: Three months after our initial contact the airline is refusing to fully refund us (they actually cancelled our flight). Instead the airline offered us a voucher, which we were initially open to. However the voucher does not guarantee the same conditions as our initial purchase, i.e. flight for 2 at $1614.70 total, and in fact similar flights have gone up at least 50%. I get that this might be necessary for them, but it is not what I purchased, and in many jurisdictions their actions would be classified as theft.

You cancelled my flight from Orlando to Manchester Uk the flight date was 26 April Ian Rogerson
I Thiught you would rebook me so I accepted a voucher to use for this TNELSSK3 however you were able to do this so I booked with another airline as flight urgent. I now am wanting refund as your voucher is valueless to me. However my wife inUk contacted your customer care department and was refused refund. It is you who cancelled my flight not me and unfair of you not to refund immediately as thou offered me no alternative with to get home. If you ignore this request or refuse refund I will go for court judgement to obligate you to refund

Booking No LYSF6V Flight 623 Virendra c Ghiya ETKT [protected], Return flight I was Charged $ 60 for My hand carry bag in the slot was not going easily because of roller. It was Unfair. I tried to explain agent but she did not listen. I did not make issue at airport and miss flight. I was in group. Why unfair to me?
Please credit to my credit card. I requested to Gen (Your Agent)
Email: [protected]@hotmail.com
Phone: [protected]
[protected] (h)

On July 7, 2019 we traveled on Icelandair on business class from Toronto to Munich and one of our suitcases failed to arrive. Despite repeated calls, days later the suitcase was still not found. Since all of my vacation clothing was in the suitcase, I needed to purchase some essentials such as pajamas, windbreaker, shorts/shirts, underwear, shaving kit, etc. Finally, after 5 days of waiting, the suitcase was found and we picked it up from the airport. On July 23, I filed a request for expense compensation with a follow up inquiry on August 15. I was repeatedly told that the claim was being processed. To this very day, November 7, we still have not heard back or received any compensation! Horrible customer service!

On March 14th 2019 I purchased 5 tickets on Iceland-air to fly on October 3rd 2019 to Reykjavik. We upgraded to more leg room for me and my wife (Cof#V3LZGW) paid with credit card and the fallowing seats were assigned to us (13C for my wife, 13D for me, 12C for my son in law, 12B for my grandson and 12A to my daughter) Last night my wife tried to check into find out that all our seat were changed all the way back in the rear of the plane without notifying us. I called your air line and the only explanation that I received is that your sorry! I cant except this! How can you automatically change our confirmed seating that I booked 7 months ago without explanation and without reimbursing for the extra money that I paid. This is unacceptable! I need an explanation that is more then I am sorry. My family and I fly all over the world and this never happened to me. Before I post a very negative review on Iceland Air please respond. My email [protected]@tmcnorthamerica.com.

Travel date: September 7
Dublin to Edmonton

In Dublin we had to check in all luggage (including carry ons) because we were given a smaller plane.

Going to the plane we noticed our luggage didn't make it on as the luggage compartment was closed up and our luggage was sitting on the carrier. On inquiring, they (whomever was loading the plane with luggage) said it would be put to the front of the plane (whatever that means). We never saw anything after that. Then the same individual was later talking to one of the flight attendants and I over heard: if no one asks about the luggage then that's their own fault.

I thought this was a weird comment so I asked the flight attendant if some luggage didn't make it on the flight and was told not to worry.

That was a lie. My luggage didn't make it to Edmonton. I've been calling everyday and no one can give me a straight answer. All I get is: we are actively searching.

How active? It's been 10 days and no one knows where my luggage is. This is ridiculous and frustrating. How can you not know where it is? Or where the last known location is? Or if it even made it on the plane?

Find my luggage.
Give me a straight answer.

This is taking too long with no care or concern.

I requested an upgrade from Oslo to Reyjkavik. They charged me. But didnot provide the upgrade and no refund yet. I contacted several times. Booking ID PQCV8P
Dear Nasima Reza

We sincerely apologize for the inconvenience caused by the downgrading of your and Mohammed Rezaul Islam's ticket.

In light of the European Aviation Safety Agency's suspension on use of Boeing 737 MAX aircraft we have made necessary steps to limit any possible disruptions that may arise due to these alterations. One of those steps were to wet lease aircraft to operate, resulting in you being downgraded on your flight from Oslo to Keflavik.

Kindly follow the payment link below for a full refund of the purchased upgrade for the affected flight, a total of 320 USD.

Click here to fill in your payment details

Please note that the deposit can take up to 2 weeks to be processed and shown on your Credit Card / Bank Account.

Best regards,
Ionut

have used Icelandair to travel between Canada and Finland for the last 6 years flying 1-3 times every year, as well as recommending friends and family to do the same. I always chose to pay for flights with Icelandair because of the great service and comfortable flights including options to watch movies, choose comfortable seats and free checked luggage, also I could pick seats for my husband and I to sit together because he is a bigger guy, and needs extra room on my side to get comfortable and have the ability to help give him more space by lifting the armrests up after take off. I could have flown cheaper with other airlines but was consistently happy with choosing Icelandair.
This year in 2019 was the first time that I was asked for extra fee to carry checked in luggage, so I chose not to pay extra and only bring carry on. That was a big disappointed to discover upon booking the flights. My husband and I then brought only carry on to travel for our honeymoon. Our flight departed on August 4th, 2019 at 21.00 from Toronto, flight number FI602. To our surprise, Icelandair changed the aircraft and we ended up sitting in an old, uncomfortable plane that had no working entertainment system or even ability to connect to usb so we could charge our phones while listening to personal music lists. The seats were also uncomfortable and the experience just became a bad experience. I did not feel like the price I paid to fly Icelandair was fair to the flight experience we received. All the reasons I chose to buy flights with Icelandair were left unsatisfactory and I would have never paid so much money towards our Icelandair flights if I knew the quality of the aircraft and seating to be so terrible.
On our return flight back, on August 19th 2019, Departing from Helsinki at 18.20, flight number FI347, our seats were changed. We were told that yet again the aircraft has changed and that's the reason for the seat change. Originally I had booked us seats 8D and 8E so we could sit together in our own row where those were the only two seats together past the exit seats, but when checking in to our flight our seats were changed to 2 separate aisle seats that weren't even on the same row, seats 31C and 32C way at the back of the plane separating us from each other. After complaining about this at the desk we were told the plane is so full there is nothing they can do to get us to sit together. This is why I booked our flights with this plane so I was able to find seating for us to sit together- but Icelandair took that away from us on our honeymoon. The only thing they could do was change our seats once more to exit row middle seats giving us 8B and 8E, so we could sit on the same row, although still separated, but when we got to the plane, we realised that the exit seat armrests do not lift and my husband could not fit comfortably in his seat.
After all of this, Icelandair has failed to provide us comfortable experience flying for our honeymoon and also separating us from each other despite the pre-booked seats together. We are extremely unhappy with our experience and feel that Icelandair overcharged us money for the level of service and comfortability that we ended up with, I would never have booked those flights if I knew it was going to be like that in advance. Is this a new thing now with Icelandair where there is no reliability in pre booked seats and comfortable modern aircraft? If that is the case, I would rather give my money to a different airline for a better experience. I hope Icelandair can refund me some of my money to compensate for the terrible flying experience we just had and ruining that part of our honeymoon.

I was travelling by myself from Dublin to Boston with a connection flight in Iceland. The stop over in Iceland was around 4 hours. On arriving in the airport I went to get some food and sat down to wait on the gate for my next flight. A man followed by a lady and a security man then sat down near to me. The man was being given a new boarding pass by the security man who had picked it up from the desk for him. I didn't think anything of this until I was boarding my flight to Boston. He was then left alone to board. He seemed to continue to stand beside me which I found weird but overlooked. I sat down in my seat and realised that he then sat down a couple of seats away. I was at the window with one spare seat beside me. The man then began to speak to me really loudly so that a lot of people looked round. He asked me my full name and then continued to tell me I reminded him of his cousin. He then continued to say strange things which I couldn't understand. A lady then came to say he was in her seat so he asked could he sit next to me which I replied no aorry I would like the space for a comfortable five and a half hour journey. To which he then said that his seat was the seat next to me. He began leaning on me and asked could he hold my hand. He said really weird sexual comments to me, I had to ask him to get off me several times to the point where I was shaking in fear. Finally the airhostesses came round with drinks. The first male airhostest looked at me but pulled the cart on and did not ask me what I wanted but when to the seat behind me then. I then got the attention of the female airhostest standing behind the cart and asked her could I please have a cup of tea. The man still sitting beside me so I asked could I please have another seat if there were any free, I tried to let her know why by looking back and fourth from her to the man which she then realised and pulled the cart back quickly. The man would not get up to let me out so I had to push by him. I found another seat down the cabin, looked up and the man was standing there again. He continued to circle the plane several times for the rest of the flight and stared at me. I was terrified. I just wanted to get away from him and was scared that he would follow me when I got off the flight. Thankfully I passed through customs first and walked as fast as I could to get a taxi. I tried to get the attention of the airhostest several times after, as she knew I was terrified but she never stopped to speak to me. I was crying and felt absolutely terrified! Worst flight I've ever had in my life.

Hello, written we complain the handling of our flight delay, transfer and rebooking.
Customer Michael Kempe, Julia Kempe
Due a delay of the flight Fi852 from Chicago to Reykjavik we could not reach our connecting flight to Munich. Your staff was not able to rebook us on another connection flight in the morning. We have to take now a flight with British Airways at 1pm. Due to the fact that we must check in again also our luggage we have to spend 5h outside the transition zone without lounge access or a chance to work on a table! Your staff cannot help us because they are not responsible for British Airways. That is unbelievable! I never made such unprofessional experience! Based on the EU passenger law 261 we will claim our right for compensation. Best regards
Michael Kempe

Dear,

Yaesterday we were on flight FI501 from Amsterdam to Reykjavík and paid for 4 Seats for us and our two small children (3 and 1 year old). The plane changed last minute and all of the seats were rearranged, which caused our party to split up ( and not be able to sit with our kids). We were able to get 3 Seats together, but the fourth Seat was 20 rows away. Consequently, we didnt use the fourth seat, of which I would like to ask for a refund. The cabin crew advised us to take a picture of our boarding passes, which we did and the cabin crew took a picture as well.

I hope to hear from you soon.

Kind regards,

Kirsten Zoun

I was charged $107.46 (US dollars) on my Verizon cell phone bill for an international phone call to Icelandair Customer Service.

The phone call was necessitated because I received electronic notification that Icelandair cancelled a flight I had booked for November 6, 2018, and I needed to call a specific number to speak to an agent and have the flight rescheduled.

I was instructed to use the phone number [protected] to speak to an Icelander Customer Service representative. Given this instruction, I made a 54 min phone call on August 29, 2018 (I was put on hold/call-waiting for much of that time) to re-book my flight [the cancellation was the airlines fault in the first place]. When a representative answered, I clarified whether I would be charged excessively for the call, and I was told "no" and that it was one of their "free of charge" numbers. Obviously, this information was incorrect.

I am asking to be reimbursed for the charge made for the Customer Service call given a.) I was misinformed about the international number being "free of charge", and b.) the entire reason for the call was because the airline cancelled my flight and I was instructed to reschedule it myself. Since the purpose for the phonemail was not of my own doing, I feel fiscal compensation is warranted.

I have attached 3 photos with proof of the charge and the phone number called from my Verizon account.

Thank you for your time.

Kristin Schouweiler
cell: [protected]
email: kristin.[protected]@gmail.com