IcelandAir review: Paid extra to select aisle seats, reassigned to middle at last minute - no refund 1

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!