IcelandAir

I used Iceland Air for the first time this last week and for all of the promotion that you give out..I soon found out the reality is quite different. I have never contacted an airline before...but this experiene, I could not leave unsaid. My initial flight was from Seattle to Reykajvik on July 2nd at 7:15pm..flightF1684. We got to Reykajvik on time with an hour until my next flight to Dublin at 10:30 am. Flight F1418. My two luggage bags..which you charged me $95 each for were not in Dublin when I arrived yesterday at 1:50 pm. I am still waiting for my bags to show up here in Wexford. We called Menzies...who handles Iceland Air's Baggage..called them three times and no one ever answers.just a message service and no replies! I fully expect Iceland Air to reimburse me for the $190 I paid for baggage service that I did not get! I might add that when going to your website to get ticketed I had to pay for each individual seat at $12 each and then a long list of other things that if I needed I would be charged so much..also charged for a headset, and any food and drinks I wanted! I did get a cup of noodles warmed with water and a Beer that was bitter and warm! At the Reykjavik airport we all were forced to have to wait and stand in line for an hour to load our flight! I am handicapped and had to stand in line so not to lose my place...if we could there was only about 25 seats where people could have sat down...nice airport, but woefully inadequate to hold any amount of people! I have been flying for over 55 years and have never gotten such poor and greedy service! I tell my friends about your service and greedy offerings and they are astounded my what you offer. For years now we have been told how wonderful Iceland is ...I think the scenery looks great...but companies like yours that are trying to profit over something you had nothing to do with..is the ultimate in sarcasm and hypocrisy! Living in the states, we have plenty of people with their hands out..and most of us are fed up with it and to see that you are doing your best to emulate them is truly deplorable. I have to fly back in August..but will probably never use your airline again and that is truly sad...as I always wanted to visit Iceland. I doubt that you are going to change without getting new leadership and a new attitude where customers do come first..but I do expect you will say your sorry and get on with your sad and thoughtless business model. Please let me know how I will get my refund for my baggage fees. Best regards, Ned Mueller

My flight to Iceland from SFO was cancelled on the day of the flight. Only an email was sent to me at 2:15 AM. I had already received by boarding pass and seats so I did not look at my email that morning. I live in Sacramento, CA it is a 90 mile drive to SFO. I was dropped off at the airport and did not look at my emails so only when I was at the counter did I find out that I had been rerouted and would not board until around 8:00 PM that evening. I spend all day in the airport for a overnight flight to Iceland. I feel I was inconvenienced and should of received a text or phone call. I am am requesting a refund for my flight to Iceland and then Paris.
Cathy Ruth Chapman Hackett
USA [protected]

Have traveled Icelandair for over 20 years from Halifax, Canada and have consistently used Premium Economy with a 4-day stopover in Reykjavik coming back from Manchester. It included 2 checked bags and lounge to which the rest from a 4-hour layover is appreciated. The 2nd. bag was always reserved for my golf clubs.

Well, I guess the sting of loosing money lately in their overall services has started to take its toll, and I am guessing by what I have seen to date with the removal of a popular class of travel, will sink them even further. Coupled with the sheer chaos of passenger traffic through a ill-designed airport, will add fuel to the fire.

Premium Economy has gone by way of the Dodo Bird, and replaced with Premium Flex. A class that says bye-bye to the second bag and access to the lounge, and with a cost equal, or more to what it used to cost doing Premium - in my case around $2.600.00. That said, now they have lost my business. Cannot get to my homeland unless I travel "sardine can style" or take out a second mortgage to travel Saga Class. To make it worse, no other airline in Canada is allowed on their turf. I am now totally pissed off with my countrymen.

To Icelandair I offer you this projection - you will gone with 5 years, just like the cons who wrecked your banks over a decade ago. Smarten up, or you are history.

Dear Sirs

Eileen and Robert Skinner
Flight FI 614
Airline Booking Code FI/JRKA9S
JFK New York to Glasgow via Reykjavic
Flight 8.20pm on 10/10/2018

On 9th October 2018 I booked two tickets for a flight (no FI 614) from JFK airport New York to Glasgow via Reykjavik. It was booked through Travel2be under the booking code YHUODL. The price advertised was for Economy. Before booking I checked the Icelandair website and noted that the standard economy fare included one piece of hand luggage each. (There was another class of fare known as economy lite which did not include a baggage allowance but there was no suggestion on the booking website that this was an Economy lite). I therefore booked two tickets for my wife and me. I would not have booked these tickets had the baggage allowance not been included. I had other travel arrangements available to me but given the price I decided we would travel with your company.

On arrival at JFK airport I was told that baggage was not included and that each bag cost $95 to carry. I explained the situation to them but was told that unless I paid an additional $190 I would not be getting the bags on board. I protested and gave them the whole background and upon refusal to budge asked for a refund of the whole fare when we would travel with another airline. I was told this was not possible and that I should take up matters with your on arrival home. (Subsequent research on the web has shown me that this has happened to a number of other passengers.)

I therefore seek a refund of the overcharge of $190. I contracted for a standard economy fare which included a bag each. Your airline was not entitled to make additional charges.

I look forward to hearing from you urgently.

Yours sincerely
Robert G Skinner

I have send a reaction on your survey mail but no reaction from your site

on the flights on 11/09 no issue's except that setting one off the chairs to relax was not possible

On the flights back to Europe, (2-3 October)

1e
on the website it was not possible to confirm tickets before the flight
(Please go to the checking desk to confirm your tickets)

But First flight was from your partner WestJet, (From Calgary to Edmonton)
But in Calgary the people from Westjet where not able to confirm and/print the tickets for the flights on Iceland-air flights

The plane from WestJet had 1u30 delay due to extreme weather

In Edmonton, the desk people had to contact ticket reservation team in Iceland to get the tickets confirmed and get us on the plane
This process took at least 30 minutes but people on the desk where friendly en helpful

Result was that we where on latest seats available on the plane, It was not possible to set these seat's in relax stand, The entertainment system was not working, and we had a lot off noise from the lavatory and the carbine crew (serving during the flight)

So please
check why we where not able to confirm the tickets via the website
check your partnership with WestJet so they can do full service for your flights

On this moment I will advice nobody to use your service !

Please provide a refund for the horrible flight we had from Edmonton to Reykjavik

Kind Regards

Johan De Herdt
johan.[protected]@gmail.com
+[protected]

account reference:
_OODOY1f2bv._500lnjiiUc5 (responder Sylvia)

Still waiting to hear why we were charge $565 at YVR on our flight from Vancouver to Copenhagen using your airline.

We had tickets that allowed 1 checked bag each and had pre purchased an extra bag ticket to cover the cost of our bicycle packed in a suitcase.

The response I've had said that Canada to Europe your bike charges are: $154.

Please respond.

I'll try and make this as brief as possible. A group (38) of KPBS travelers left Sep 9th, 2018 for Iceland on a Lindblad/National Geographic Expedition. I reserved and paid for my flight on Iceland Air + 2 other travelers on my record locator number almost a year before our trip. We had San Diego to Seattle; Seattle to Reykavick. My San Diego to Seattle leg was cancelled at least 4 times during this time. Talking to Iceland Air was very difficult because they kept telling me the flight was no longer available; however when I talked to Alaska Air, they kept telling me the flight was still showing. Alaska Air could not do anything because they said Iceland Air made the reservations. Very confusing. Oh and did I mention, I talked to an agent after waiting between one and two hours on the phone. My husband went to San Diego Airport the day before our departure to try and sort out some issues. All information was correct in the Alaska Airline system. Our departure flight was without issues. Our return flight was a nightmare. One of the travelers on my locator number could not get her luggage tags in Reykavick; she was told she had to settle the problem in Seattle. Once in Seattle there was customs, luggage recheck, security etc. which added time and a delay in getting to the gate. She was unable to resolve the issue with Alaska staff. Consequently she missed her flight. I believe it was a computer error some where along the way but the frustrating part was that it did not get resolved, she missed her plane and added another day of travel. This is not acceptable. Please contact me at 619.857.0121; [protected]@msn.com

Augusy 27th, the day of the flight. Standing at the check-in desk, we were told that we didn't pay for our seats. They tried to charge us for it while I was texting the person who bought the tickets for receipt. and we were told "the seats haven't been paid for and the system isn't letting me charge"
How can I have a emailed iternary and how can there be a charge on credit card when it wasn't paid for?
For some reason we were giving the boarding pass and told someone else something about us who will have a problem in the gate. As of we weren't there listening.
Waiting at the gate, I contacted the company on Facebook. I asked to make sure if the seats have been paid for. I only asked for seats, because I know and have receipt for the food and luggage.
I get a reply saying "Hi MyName, we can see that your luggage has been paid for but the seats and the food have not. If you would like, we can send you a payment link for the food and the seats."
Now I'm here sitting at the gate banging my head on the wall. What the hell is this? Trip hasn't even started and here I'm stressed out because the communication/system updates are absolutely ridiculous.

I booked a trip from Toronto to Stockholm via Keflavik on Friday June 29th. I was told in Toronto that I needed to check my 15 month old's stroller since the layover in Iceland was short - one hour and 15 mins. The layover turned out to be shorter since we were delayed out of Toronto for an hour (due to loading of baggage). There was no air conditioning turned on in the plane while we waited so I had to undress my son and fan him with a magazine. I checked my son's stroller as instructed by Icelandair check-in representatives. I proceeded to carry my son (25 lbs) once in Keflavik airport through passport control to our next gate via shuttle. Once on board for our second flight to Stockholm we were told we were delayed again for other late arriving flights that needed to connect (even though the announcement in the airport said final call and were rushing to get to the plane). After all that hassle the worse was yet to come. We arrived in Stockholm however my son's stroller did not. After searching high and low with very little help from airport staff I filed a baggage report. After 4 days of being in a foreign country and me trying to reach out every day for information I finally received my son's stroller. Where was the stroller for 4 days and how did Icelandair expect me to transport my son? While I understand there are several parties involved in the baggage handling I am ultimately blaming Icelandair for what I consider to be revolting customer service. I have traveled extensively through my lifetime and have never experienced such disrespectful behaviour. This was the first and last booking I will be making with Icelandair. I will also make my complaint public. Unfortunately I have to travel back to Toronto on July 11th with Icelandair but I will not be checking my son's stroller. I expect the airline to make arrangements to accommodate this and upgrade myself, son and partner on the return flights home as compensation. Our booking reference numbers are LQOVOG and LS6HKZ. The baggage report file reference is ARNFI16424.

my wife and i booked a trip to Europe via Cheaopair ( third party commissioned by icelandair to sale tickets) when we arrive at the airport in Orlando, we were told that because we did not book right away with Icelandair we have to pay 95$ for each baggage ( 190$ for both) and if we did not pay we were not allowed to board the plane, they said that the third party sale tickets cheaper for people who travel without baggage ( have you ever seen people traveling to Europe for 3 weeks without baggage ?) and we had to repay online 152$ for our way back.i think this is outrageous that when you book with a third party, the customer is penalized and has to pay this expensive fee that basically increased the price of the ticket by 30%, they recover the fee they pay to the third party by charging the customer, this is thievery, i will not fly with that company anymore, by the way no food nor snack is provided unless you agree to pay 14 $ for a small ham and cheese sandwich or 18$ for some burgers, a small bottle is given and after that you have to ask for water that is served a small plastic glass just big enough for 3 gulps...

I bought my brother's ticket online from Icelandair. Icelandair flies to certain cities in USA. If you purchase your ticket online from their web side you have to buy to different tickets. There was 1, 5 hr delay from Keflavik, Iceland to New York and my brother missed his airplane because of this delay. He had to buy another ticket and Icelandair refused to pay back to him. Icelandair said two different tickets were purchased and they were not going to pay back.There was no option to buy the ticket all the way to his destination from Icelandair.The airplane had delay, crew was rude and they did not offer any meal from Keflavik to USA during the flight.We would not recommend Icelandair to anybody.

I am a first time customer on Icelandair to Reykjavik about 2 weeks ago. I must say that I was impressed by the quality of the cabins, which included the personnel entertainment system, which I felt was definitely superior to many other airlines I have taken. In addition, I was impressed by the CEO's note in the Icelandair magazine that your airline was actually the most punctual airline in Europe.
However, sadly, the beautiful image of your airline failed to last past my return flight on the 15 Oct from Reykjavik to Boston. I was initially worried when the flight was delayed for 25 minutes for boarding. Expecting that the crew would hurry and try to make good the arrival time, I was shocked when we were left waiting on the ground. The original flight was due to leave at 1700. The initial delay put the new time at 1725. Once on the plane at 1725, the pilot announced that we should be taxiing out in 10 minutes, which should have been 1735. However, the plane eventually only taxiied out at 1750. I had a connecting flight to catch on American airline to Dallas and informed the cabin crew. However, I only received the cursory answer that there is nothing they can do about it. It was only later that I found out that we waited on the ground because your airline was waiting for another flight with connecting passengers from Paris. Now, instead of only being late for the Paris flight, both the Paris flight and the Boston flight have been delayed. I catered for 2 hours for my connecting flight, believing that it would be more than sufficient. However, due to the delay, I arrived an hour late at Boston, resulting in us missing our connecting flight to Dallas. I can understand if the flight is delayed due to weather or technical issues with the plane. However, I am disappointed that we were intentionally delayed. To make things worse, after the American Airlines staff helped us change our flight to the next morning(the flight we missed was the last of the day), they advised us to return to the Iceland Air counter to obtain a hotel voucher since the flight was delayed. I spoke to your supervisor on station, Mr Thornberg and was very disappointed in his attitude in handling our delay. At no point did he apologise for the delay and in addition, after checking our tickets, he stated in a matter of fact manner that my flight ended at Boston with Iceland Air and he was not contractually bound to provide any hotel voucher. I patiently explained that I could not book a flight to Reykjavik from Dallas and therefore, had to book the Boston flight from your website and then made my own arrangements from Boston to Dallas. He was insistent that I could have booked a flight from Dallas to Reykjavik all through the Iceland Air website. After failing to convince him, I left totally frustrated with the entire situation. In the end, I booked a hotel myself and actually met a couple of Iceland Air passengers in the same situation. After returning home, I checked on the website again and confirmed that I could only book a flight on Iceland air from a few American Cities, which does not include Dallas. Does that mean that Iceland Air is not interested in doing business with Americans in these other cities. I hope that the customer relations department would do something about this disappointing and hopefully isolated incident. I hope to receive a satisfactory reply from Iceland Air, failing which, I would make it my responsibility to bring it higher in your organisation and reflect my experience in various forums and travel magazines.