SUBMIT A COMPLAINT

IcelandAir

IcelandAir

Reykjavik Airport - 101
Reykjavik
Iceland

Customer Service

+354 505 0100(Iceland) 1 1
+44 207 874 1000(United Kingdom & Ireland) 0 0
+1 800 223 5500(United States & Canada) 0 0
+32 80 076 029(Belgium) 0 0
+45 33 702 200(Denmark) 0 0
+358 975 998 200(Finland) 0 0
+33 144 516 051(France) 0 0
+49 69 299 978(Germany) 0 0
+31 205 213 955(Netherlands) 0 0
+47 22 034 050(Norway) 0 0
+46 86 909 800(Sweden) 0 0

Complaints & Reviews

Icelandairhand carry bag charges of $ 60 reimbursement

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)

Icelandairclaim (#[protected]) for expenses related to delayed baggage

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!

Icelandairseating changed without notification

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.

Icelandairmissing luggage

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.

IcelandairI was charged for upgrade but didn't get it.

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

  • Updated by nasima reza · Sep 05, 2019

    Dear Nasima Reza,

    Thank you for contacting us!

    The status of your case shows that we have received your information and the amount is on queue for payment, but it hasn't been processed yet since we are experiencing an increased backlog. We apologize for the delay!

    Once my colleagues from the refunds department get to your submission, they will let you know if there's any more information they might need. Otherwise, there is no further action required from your side at this point.

    Please drop us a line if there's anything else we could assist you with!

    Regards,
    Ionut

  • Updated by nasima reza · Sep 05, 2019

    Done

Icelandairchange of aircraft and seating

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.

Icelandairstaff and security measures

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.

Icelandair — airline service and baggage delays

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...

Iceland Air — air flight f1862 march 16, 2019

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...

Icelandair — icelandair

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...

Icelandair — fi852/fi532 flight delay

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...

Icelandair — seat not available I paid for

197148 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...

Icelandair — flight fi614 and fi430 jfk new york to glasgow via reykjavic 10/10/2018 at 20:20

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...

Icelandair — booking refrence tvmopb

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...

Icelandair — excessive charge on domestic cell phone bill for an international phone call to icelandair customer service with poor guidance.

197148 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...

Icelandair — baggage charges

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...

Icelandair — flight reservations, flights, and booking

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...

Icelandair — lack of communication/updates on system

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...

Icelandairfi555/fi855 delayed luggage by 4 days

On Sunday July 29, Didier Argentin and Corinne Lecuivre have taken the flight FI555 at 2pm Belgian hou from Brussels to Chicago, through Rijkavik.
When arrived at Chicago, at about 6pm local hour, we were told that the luggage of Corinne Lecuivre would only arrive on the Monday morning, July30, and that we had to fill in a luggage description form at the Icelandair desk, where there was nobody during more than one hour...
We've called back Icelandair USA every day without success and have registrated a internet file on the Icelandair website.

Finally, we have got back our luggage at the Chicago airport, by insisting again, but only on August 2nd, when taking the flight FI854 back to Belgium...

Knowing that we stayed at Chicago for our most important annual congress, the AACC, my colleague Corinne Lecuivre had to purchase new clothes, make-up, ... in order to work on our SynAbs booth, which amount up to 460US $ :
@ TJMax : 58, 40$
@ Jewel Osco : 67, 90$
@ Nordstromrack : 91, 41$
@ Zara : 19, 80 and 222, 32$
AGGREGATE TOTAL : 459.83$

Icelandairno reimbursement for a change fee due to death in the family

Date of incident: 7/9/18

Due to a death in my immediate family, I had to change my flight back to the US through Icelandair a day earlier than anticipated in order to be home for the funeral service. When contacting Icelandair, they did not charge me a change fee but rather charged me the full fair for a new one way ticket. This new ticket cost $776.20, which was almost the price of my original round trip booking.

Booking reference number: S59E2H

Original flight dates:
7/15/18: New York (EWR) - Keflavik (KEF), Icelandair FI622
7/21/18: Keflavik (KEF) - New York (EWR), Icelandair FI623

New flight dates:
7/15/18: New York (EWR) - Keflavik (KEF), Icelandair FI622
7/20/18: Keflavik (KEF) - New York (JFK), Icelandair FI615

Original Cost: $855.32 USD
Additional charge for change on 7/9: $776.20 USD

When explaining that the change was necessary due to a death in my immediate family and mentioning how most major airlines accept a death certificate and/ or other documentation as proof of the matter, they denied my request and said the insurance plan must have been purchased when the flight was bought in order to receive a refund. Given that a death is not someone anticipates when buying a flight, I did not purchase the insurance for my ticket. After speaking with several managers, no one would accommodate my request to receive a refund due to the fact that the insurance plan was not purchased.

My hope is that by filing this complaint, I will receive a refund for the cost of my ticket change that occurred on 7/9.

Relevant documentation is attached for Icelandair invoicing as well as proof of the death:
-Death certificate for George Kessler who passed on 7/9/18.
-Obituary for George Kessler confirming the service in his honor on 7/21/18. My name mentioned in family members as granddaughter.

no reimbursement for a change fee due to death in the family
no reimbursement for a change fee due to death in the family
no reimbursement for a change fee due to death in the family
no reimbursement for a change fee due to death in the family

Iceland Airlinenot getting money back with cancelation

We booked a round trip flight from Seattle, Wa to London with IceLand Air almost a year in advanced and took out trip insurance. The leader of our tour became seriously ill and had to cancel but because it is not me who is ill we get NONE of our $2, 000.00 back! No credit to use later nothing! We are retired and can't afford to lose $2, 000.00 but they don't care. Won't ever book with them again.

Icelandair — lost stroller

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...

Icelandair — fee charged for baggage after the booking for 190$ one way

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...

Icelandair — cancellation fees

I purchased a $1200 ticket. I needed to cancel 2 months in advance. I got $30, yes, $30 back. Icelandair kept all my money and then will resell the seat to make twice as much...

Icelandair — misdirected luggage

Last summer my wife and I flew home from Brussels to Toronto. Thanks to the inattentive Icelandair rep who checked us in our luggage got to Toronto a day before we did. He forgot...

Icelandair — horrible customer service

I purchased 3 tickets on the Icelandair website. When entering the passenger names the website requires them to be entered last name first (after speaking with this company I can...

Icelandair — delay and bad service

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...

Iceland Air — bad plus late service

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...