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.