IcelandAir

Booked flights to Iceland Air. Scheduled departure from Ocala at 6AM on 10/19/25, arrival 9:45 PM Reyjkjvik. Checked in via the app on 10/18. Checked the status of our flights on 10/19 before we left for the airport. We arrived at the airport at 3:30 AM.

Couldn't print boarding passes so we went through the line for check in and was told the flight had been cancelled that morning. The agent told us to call IcelandAir since they had booked the flight and JetBlue couldn't reschedule.

Customer Service picked up after an hour and rebooked our flights. Got into Boston around Noon. Next flight on Iceland Air departed at app. 6 PM, with arrival at 9 AM the following day. This was almost 12 hours later than our 6PM scheduled arrival on 10/19.

I went to customer support and was told I needed to file the form online.
When I returned from our trip, I went online and tried to request compensation, but the site kept giving me errors, so I filed a complaint requesting compensation.

I received an email on 10/29 (app 7 weeks later) saying my complaint had been resolved. I was told I had been notified via the app several days before the flight.

NOT TRUE.

If that had been true, I would have cancelled the hotel room and not driven up the day before. The impact of the delay included hotel charges and additional meals.

Aside from this issue, the flights were great, and the Customer Service phone rep was helpful. Airside customer support rep was not. I had heard that IcelandAir was a great airline and was looking forward to the flight.

RECOMMENDATION: Book the airlines separately. There was no coordination between the airlines, and while IcelandAir said I'd been notified via the app, I know the customer service rep we spoke to had to reschedule the JetBlue and IcelandAir flights. I feel like the delay in resolving the complaint was to wear me out so I'd drop it.

One of our suitcases did not arrive at JFK from our Sept 21, 2023 Icelandair flight #Fl613 from Reykjavik to JFK. I followed up with Icelandair (via email or phone) many times but the response was always that there was no status update or that they were still searching. This went on for 4-5 weeks during which time, I emailed a list of items in the lost bag, a description & brand of the bag, & any other requests they made. After about 5 weeks or so, I called to ask if they had concluded that the bag could not be located & the person who answered SEEMED to indicate that was the case. When I asked if Icelandair would then process the claim I filed, she said yes & would leave a note to have the person in charge of my case call me the next day, I didn't hear from her the next day or ever. I called again today & received the same response. The person I spoke with said she would leave a note with the same case employee. She also said there was no other phone # to call to complain, only via email, which didn't do any good, nor did the phone# I already called [protected], which also was useless. Suitcases can be lost, of course; HOWEVER, (1) how can Icelandair take more than 5 weeks to reach that conclusion; (2) how can Icelandair appear not to care & be so non-responsive when it was on an Icelandair flight that the bag was lost; & (3) why was I continually told I could only communicate via email or that same useless phone #?

My name is Mark Johnson.

I would first like to say that I am a HUGE fan of Icelandair. So much so, that when my friends told me that they wanted to go to Paris from Denver, Colorado, I offered to buy them tickets on Icelandair. They were thrilled!

Unfortunately, the last couple of days, we have received notices from both the Prime Minister of France's office and the U. S. Embassy in Paris warning about civil unrest there due to the Israel - Palestine conflict. Please see below:

Prime Minister of France:

The Prime Minister of France raised the security threat level within the “Vigipirate” plan to “urgence attentat” (“attack emergency”). This is the highest level in the Vigipirate plan, a set of measures to prepare and protect the population and public places.

If you are in France, expect enhanced security measures and an increased police presence at the border and in public places monitor local media for the most recent information follow the instructions of local authorities

Vigipirate plan – Government of France (in French)

U. S. Embassy in Paris: A few days into the riots, the US Embassy in Paris warned US citizens to avoid mass gatherings and areas of significant police activity, as such situations might turn violent and result in clashes.

France remains at level two of four in the US travel advisory levels, which warns citizens to exercise “increased caution in France due to terrorism and civil unrest.

Today, October 23, 2023, it became worse. Reuter's reported:

Reuters: October 22, 20236:21 PM GMT+1Updated 20 hours ago

Thousands join Paris's first authorized pro-Palestinian demo since Hamas attacks

PARIS, Oct 22 (Reuters) - Thousands of people waving Palestinian flags and chanting "Gaza, Paris is with you" gathered on Sunday for the first pro-Palestinian demonstration allowed by police in the French capital since the Oct. 7 Hamas attacks on Israel.

Around 15,000 people turned out at the Place de la Republique, according to police figures, to express solidarity with Palestinians and call for a ceasefire as the death toll from Israeli strikes in Gaza rose to more than 4,700.

As a result, my friends are very frightened about what is going on there and would like to cancel their flights. We understand that these reservations would normally not be refundable, but due to the circumstances in Paris, we are asking for either their money back, or be given another year to rebook their flights.

I, Mark Johnson, booked and paid for their flights, their information is as follows:

Elisabeth Horak: Confirmation: 3S64DC

Kathryn Frankiewich: Confirmation: 3XAIFR

Please refund the ticket price back into my credit card. I can be reached at:

Mark Johnson

Mobile: [protected]

E-mail: M.L.[protected]@comcast.net

Thank you for your understanding and help. Please feel free to reach out to me at any time.

Mark

I purchased a ticket to Iceland for October 29th-Nov. 6 travel. Upon purchasing I did not notice that somehow the name of the purchase was the name of the firm I work for instead of mine. Upon reviewing information for upcoming travel, it was brought to my attention. I sent an e-mail and have called customer service to get this rectified by correcting the name. They informed me that would be considered a transfer and not possible. I explained I am the purchaser, and all other information remains the same, DOB, Address etc. It would be a name correction. It seems my pleas are falling on deaf ears as they are following the rules! I understand the rules and the reason for them, but this does not fall into that category, and I can't seem to have anyone understand.

The only way to rectify would be for me to cancel and re-purchase. My ticket is a non-refundable ticket, which means I would be at a loss of over 1,000.00 USD>

Dear Team,

I have made a reservation on 27th September from London Heathrow to Washington DC Dulles airport, booking reference # THV86N.

However I am unable to travel due to non-availability of visa appointment with the US embassy here in London, UK.

Request you to kindly help me with cancel and refund the flight reservation.

I spoke with Iceland airlines and booking.com (3rd party agency), airlines said they only can help refund direct booking customers, all 3rd partners are to contact them and they will help. Please contact the airlines and help me cancel my reservation and get a refund for the same as I am unable to travel due to no valid visa being issued in time.

Airlines is advised 3rd party to not issue refund to “this pax”, I am afraid they are not understanding my situation and being very rigid in their approach.

Looking forward for your early resolution.

Regards,

Adithya Gyaneshwar.

My sister and I called Icelandair each separately to determine what our options were for having to rebook a flight due to unforeseen circumstances around work. we were both told we could rebook without a change fee within the year. We cancelled all of our lodging and called back to rebook and told there was a $250 change fee per ticket. When asked why we were told the opposite, we were told to file a complaint and we would hear back in 24-48 hours. It has been a week and still no resolution.

Also, asked if there was a recording associated with each of our calls, they said yes but no way to review what we were told.

I booked this flight Denver to kef round trip 7 months in advance for my wife and I I paid for premier Saga seats and on each leg of the flight my wife and I where changed to separate seats ! and the only answer I get is there was no option for us to fly together. I have a screen shot of our seats together a few days prior to flight and then on check in we are on oposite sides of plane. no explanations after 30 min on phone. I wind fly with Icelandic Again

On June 22, 2023, my wife and I took a flight from KEF to Boston. The flight was scheduled for 10:00. They began by announcing a one hour delay. Then after a half hour, they announced there would be a 1.5 hour delay. Then at 11:30, they announced a 2.5 delay and a 12:30 departure. Icelandair continued pushing the time of departure back continued every half hour. The flight left at 1:30, which was 3.5 hours after the scheduled time.

We missed our connecting flight in Boston with another airline and had to stay overnight in Boston. The worst part of the ordeal was when while waiting for the flight at 12:00, Icelandair service people began check our credentials and lining us up in a camped hallway. The service staff also thought the plane would be taking off soon as the announcements led everyone to believe. The passengers begged for information but the service personnel could only guess as to what was going on. I am a pilot and could see that weather was not a factor.

It was miserable waiting in line in a cramped hallway. Everyone was stressed and irritable. Most people did not want to leave the line because no one knew when the plane would actually depart. Most people didn't want to lose their place in line. Icelandiar sent everyone a meal voucher but we were in the gateway to the plane and couldn't use it. My thought was that this was inhumane. People don't treat cattle this way. In the hall, there was no water nor bathrooms where we waited for an hour and half.

It's clear that the staff was empathetic. It is also clear that Icelandiar management had no plan and seemed not to care about the experience of the ticket holders. I wonder how management would have felt in the that hall.

We learned later that the crew dedicated to the original flight had timed out. One of the new crew had been called at home (50 minutes away) and ask to come to work. It seemed like Icelandair knew it would be a long delay, but choose to lead customers on that it could be in the next hour.

Conclusion: Icelandair management is not up to the challenge. If something goes wrong they quickly fall behind the problem. This problem should have been anticipated long before the original crew timed out. Management was slow and only reactionary. Icelandair is centered on a beautiful island with beautiful local people and staff, but management is seriously missing in action.

Truly sad.

Dan and Consuelo Duplass

Booking reference #2QV5OR

The woman in the airport when I tried to check-in and get my boarding pass (munich airport 2023/4/19 11:00 am b114), told me that I should have an ETA from canada government otherwise she won't give me the boarding pass. However, I already had my working holiday POE letter (also from the Canada government with ETA number printed on it) which I was not familiar with the process so I show it to her and wish to get my boarding pass, but her just called her colleague for information (I assumed she's not familiar with the process either) and reject me with an extremely rude attitude. So I had to pay an additional fee (about $200 euros) to apply for a new ETA which I certainly didn't need to! This was an very awful experience causing me wasting lots of money on account of poor trained employee and really bad attitude. I would like to get a refund in cash for your apology.

We have booked a return flight from Chicago to Reykjavik on 3 May 2023. We amended this flight at the Servicedesk counter on the Reykjavik airport while in transfer.

Our booking was changed to 1 May 2023 for $757 in total. We confirmed our creditcard and e-mailaddress.. Since we did not get a confirmation by email we called to validate our changes. Now Icelandair offers us to change the flight to 1 May for a much higher amount ($3,000) since they tell us the change is not in their system.

We request Icelandair to change our flight to 1May as agreed upon by the Servicedesk on 20 April 2023.

On March 7th, I received notice that my booking was canceled just hours before I was to leave for JFK. I was rebooked at another airport (Newark) that is almost 2 hours away. I then had to pay 3x the amount for a ride to the airport and barely made it, only to find out that the original flight wasn't canceled. Now, regarding the refund request, I was told I would be getting one for the seats we paid for on the original flights, and as a "courtesy," the new seats we had no choice but to pay for on the new flight, which was also double the cost. So the total we should be getting back is $236. I also had items stolen from my luggage, and no one has been responsive. If nothing is done here, I will report you to the DOT, FAA, and TSA for the theft. I am also letting my credit company know of the discrepancy.

I am writing to get some help with IcelandAir. We purchased roundtrip tickets in October 2022 from Amsterdam to Reykjavík, Iceland for travel in December 2022. Unfortunately, a few weeks after the purchase, my family experienced two concurrent medical emergencies in November and December and was not able to go on our trip to Europe, including Iceland. We had four different airlines involved that we were using for our family of five. These airlines included IcelandAir, American Airlines, ITA Airways and AerLingus.

We tried desperately to cancel our flights with IcelandAir via telephone nine different times and also via their website multiple times, starting a month before our scheduled flights. We explained to IcelandAir that we wanted to postpone the trip by one year and they would not allow us to do that. They would not even answer us or allow us to speak with a manager and it was extremely frustrating. IcelandAir would not help us with this matter at all. They were rude and unhelpful and not caring that we would lose $2068.50 for flights not used.

We are requesting a refund or voucher so we can schedule our trip for next Christmas. We also prepaid extra baggage charges on the IcelandAir tickets, which should definitely be refunded as we never even were able to take the trip.

As a side note, we submitted the same emergency medical documentation to the other three airlines involved in our trip and were either refunded our tickets (American Airlines and ITA Airways) or given a 5 year travel voucher (AerLingus). Those airlines deserve a definite shout out for understanding emergencies and being empathetic to people who are experiencing them.

The medical emergencies we experienced were life threatening and we were unable to fly. I personally experienced 3 blood clots in my legs and one large blood clot saddled between my lungs. I was in the hospital for a week and still working my way back to health. At the same time, my daughter’s health was failing due to an extreme eating disorder. She was placed inpatient in a residential eating disorder program.

We would appreciate any help you can provide with this case. Thank you so much for your support.

I booked our flight, Iceland air took our money, and we got to JFK, but they will not let us in the airplane. because my son passport expire within 85 days and it suppose to be 90 and above.

They allowed me to check in in Atlanta and fly all the way to JFK before denying me boarding. It was two a.m. They abandoned us without assistance in a state in which we do not reside. I went from hotel to hotel in search of a room. I was required to purchase a new ticket home and pay for a hotel. Consequently, they refuse to reimburse my money.

I inquired whether the passport information was included. Why did you permit us to purchase and fly from Atlanta to New York City? then prevent us from reaching our target. It was extremely frustrating and tedious.

I chatted with the customer support over the phone . She was extremely impolite and disdainful. my bags was in the plain and I had my medicines in it. I had to cry to request my bags back. The following day was spent attempting to obtain the logge. They were quite impolite and disrespectful. I believe that they should pay not just my tickets back but for all the trubel and the emotional and financial nightmare we had to go through.

Are foreign tourists allowed to spend as much time as needed to visit Iceland or no more that a certain time. (I wonder?), because if we fly your national airlines (Icelandair) from the US (Denver) to Europe (Paris) with a stopover in Iceland you cannot stay more than 7 days because beyond that you have to buy a saga fare seat costing more than $1500 than the regular economy fare which in my book is called racketeering!

This practice does not encourage at all flying with them. Does this practice also apply when using other airlines with a stopover of 10 days or more?

It is cheaper for a foreign tourist flying to and/or from the US to Europe or elsewhere to make a stopover there killing two birds with one stone than to come back another time to just visit Iceland.

I could fly cheaper first via Paris with Air france using the multi-city destinations with Delta for the last leg from Reykjavic to Lax!

But if I use Icelandair from Paris to Kef one way will I have to book the saga fare since I would be staying in Iceland at least 10 Days before flying out with delta to LAX?

Booked and paid upfront via Expedia for an Icelandair flight, we changed our mind and decided to go on the NCL Encore and not the bliss, there is a 1 day difference in flights to do so, however Icelandair will not budge in trying to accommodate or help us, shocking, All in we have booked 4 flights to get us from Glasgow to Reyjavik, Reyjavik to Seattle, Seattle to Reyjavik, Reyjavik to Glasgow, allowing time in Seattle and Reyjavik too along with our 7 day long cruise to Alaska, this is a one of once in a lifetime trip, we now have to figure a way to get from Victoria British Columbia to Seattle and loose a day on the cruise to be available to catch the flight on the 27th Seattle to Reyjavik, really disappointed, if we were to cancel the flight on the 27th it would cost us £700 plus to do so, now looking at coming off the ferry if allowed and booking a ferry to get us to the airport on time to catch the original flight on the 27th May

Flew on Sept 13, 2022 from Dublin to Iceland then Iceland to Washington DC. I pre-booked and paid for seats my wife and I planned to sit in. Icelandair provided us our boarding passes at check in and the seat assignments were completely different from what I paid for. When I brought this to their attention in a complaint filed September 29, 2022 they said I still got to sit in the same value seats as what I bought. Nonsense. I paid for but did not receive my reserved seats. They refused to refund my seat selection payment.

Icelandair has a small mind management mentality where they choose to keep the amount I paid at the expense of my wife and I no longer flying with them. With a daughter living in France, that's 3 roundtrip flights each year. Your loss, not mine.