IcelandAir
reviews and complaints

I had booked a flight under Icelandair to travel from London Heathrow T2 to Klefavik International Airport, Iceland where the departing and flight details is as above. Just right before the flight to Iceland, im actually travelling back to London Heathrow from Zurich Airport Switzerland (Arrival 6/6/2022 at 5.55pm via Swiss Airline LX326). Due to the long queue at London Heathrow custom clearance, i requested help from the officer to let us pass the border soonest in order for us to collect the baggage and check in to Icelandair baggage drop and thank god they are kind enough to assist us on that, and we manage to clear the border at around 7pm (UK time). While im waiting to collect the baggage, my wife actually went to the Iceland air check in counter to ask for the last baggage check in time and the PIC reverted to my wife saying that "please be back to here by 9pm". However, the baggage doesn't arrive as early as I thought and it late for approximately 2hours, right after I collected my luggage at 8.30pm and I ran towards the Icelandair's check in counter (1 level up to departure gate, T2, where my wife is there), the staff at the check in counter refused to let us check in the baggage and she claimed that we are late and the time I arrived at counter was approximate 8.40pm, and this is so frustrating and disappointed. No matter how I tried to pursue the staff, she wont even consider our request and keep repeating "nothing she can do". Moreover, I noticed the plane was actually departing to Iceland at 22:04 which is even more frustrated me. In addition, we had checked in via online that i believed wait for the last customer to board the plane is the least minimum which the airline can do to the customer, but eventually NOT.

Due to the unpredictable situation and no affecting my upcoming schedule, I had no choice to rebook another earliest flight to Iceland via British Airway (BA0800 at 07:20 at T5). With this, i would like to officially file a unsatisfactory service provided by Icelandair and an officially full refund for the compensation. If you wish to understand more from me, please do not hesitate to contact me at the above contact and i'm more happy to assist you.

Booked a flight 6/17/2022 to Birmingham with most of the trip with Icelandair. A day before the trip my mother passed unexpectedly. I reached out to the airline for a refund or voucher. Both were denied by some call center in the Philippines. I reached out several times without anyone offering help. I will not ever consider this airline in the future. Lack of sympathy and understanding should be a trait of any service company.

We have made several attempts to request a Travel Credit Voucher as we have been tested positive for COVID and obviously cannot leave the country now. They keep telling us that these credits are no longer available. If this is the case, why was it not included in the Terms and Conditions that I read and signed when purchasing my flight? It is also still listed on your website that this is an option for those unable to travel due to COVID-19. If we continue to be denied something that we have the right to, we will take legal action as this is considered fraud.

I am appealing to you to resolve this issue. I am including several emails to provide evidence of my claim.

I booked this trip through a travel agency. Wing Buddy bought my tickets. I noticed baggage wasn’t included in the price.

I called Icelandair North America
1900 Crown Colony Drive
Quincy, MA 02169 and was transferred to Stella Smith. I asked about pricing and before I knew it she had changed ticket to include baggage and seat.My understanding because my ticket was purchased through wing buddy she was not authorize to change my ticket.

I am a senior and Stella confused me.

Stella’s actions were not legit and perhaps she should be retrained.

I had one bag only in fact if you checked with Logan International airport you would see that. In fact your representative offered to check bag free. I told her I paid for one Bag and she checked. Perhaps all my money should be returned.

I called stella on May 8 and was told she would call back in five minutes. Right no call back.

The proof is in the many emails and not one customer service personnel could understand the issue.

I would not continue fighting for this credit if I did not believe I am owed this money.

If you could kindly read all emails it would come to light,yes I am owed.

Regards

Kathleen Jondro

80 Amherst Road

Stoughton MA 02072

USA

[protected]

[protected]@verizon.net

Did you get the emails?

Please see attached emails. I may have

Sent down duplicates . If you feel you need any more information please contact me

Regards

Kathleen Jondro

[protected]

[protected]@verizon.net

Iceland Air March 20 2022 trip

This trip was booked through a travel agency WingbBuddy out of Canada

Booked a £1,300 Northern Lights trip on Icelandair on Sunday. Didn't receive a booking confirmation email, so called them they said the booking was auto cancelled due to payment error.

I called the bank, bank have confirmed that the payment was approved and is waiting for icelandair to take payment. Called them back they said no payment received and no holiday booked - I have an email confirming this.

So, I contacted the bank they reversed the payment so icelandair couldn't take payment, then I received an email from icelandair saying that actually there was a booking and that they tried to call me (no call received my end). they asked me to call them back, which i did got told again there wasn't a booking. I told them they weren't allowed to take any payment as holiday still not confirmed. Checked today and they have taken payment, still not provided me with any proof of confirmed booking nor any other information or updates.

They now have £1,300 of my money and i still don't know if i have a holiday or not. Not sure what i can do, very upset. Had to call about 15 times and still no resolution.

BOOKING REF #: 3BCN3H.

MY EMAIL: [protected]@yahoo.co.uk

Any help you can offer would be great, thank you.

Icelandair just might have the worst customer service. On 3/7 I received an email saying my flight back to the states from Dublin had been cancelled and they gave me a $400 credit. $400 is not enough to get back to the states. I had to pay $1100 for a one way on Delta because icelandair refused to fix it. I called them 5 times, 4 of those times they hung up. Sent 3 emails and tried to use their chat. They all give you the same robotic answer "There is nothing we can do at this time" Id recommend not flying this airline unless you are fine with getting stuck across the world.

My name Is Mr Brian Cayley I am 75 years old my wife is Karen Cayley, and she is 68 years old

This was our second trip to Iceland using your airline, the first trip was great, and we recommended Icelandair to people, the second, the outward leg of our trip was equally good, but then it all went wrong.

Until Covid we travelled on a regular basis all over the world, we always like to sit at the back and book our flights well in advance, so we can pre-select seats at the back, normally A&B, this was the process we followed on this trip and pre-selected our seats 31 A&B many weeks if not months ahead. It came as bit of a surprise when we were notified just before checked in that we had been assigned different seats in row 24 seats A&B. We understand that airlines always have the right to reallocate seats and so we accepted this change, however we didn’t think we were going to be downgraded and I say this with all conviction. Why do I say this, because row 24 is the only row of seats that does not have a window, is this important, it is if your wife suffers with mild claustrophobia and she finds herself sitting in a seat that is dark and no way of seeing out.

I can see no reason why we should have been moved from our original seats at the very back other than the airline considered two other people more worthy of seats 31A&B and we were of no significant importance. To add to the disbelief in being moved to row 24 with no window we were also placed in the middle of a group of teenagers returning from a half term vacation. I have no issue with them other than being loud and not wearing their mask’s when repeatedly being asked to do so.

The end of the flight could not have come soon enough, as you can imagine my wife was feeling very stressed and I have to say I also felt the impacted the confinement of having no window had on my well-being.

I will no longer be using your airline as it seems pre booking seats well in advance means nothing and for no operational reasons you will just move people to suit the needs of others.

I purchased a ticket from Seattle to Berlin, Germany with Iceland air. Several friends also went on the same trip. I enter my alaska airlines mileage number as they are partners. Upon returning home, I noted my miles hasn't been credited for the trip (over 4500 miles each way). Both airlines claim the other is at fault, Iceland claimed after the fact that the ticket class for the first part of the trip was a different class (P) of ticket than the second - even though they were booked as a round trip ticket and not listed as such. The other people flying with me got the full mileage and booked the exact same tickets at the same time.

Customer service has been weeks between communications and changed their story several times now.

Two of the tours I had bought as part of a package through Icelandair were cancelled by the tour operators, and Icelandair said they would refund me for the tours but gave only partial refunds. I am still due back $596.80 that they instead have made into a credit. I have been sending email about this since October 13th with absolutely no response, and the people responsible for the packages are inexplicably unreachable by phone.

The airline website and Iceland website stated that ww could travel with a Covid vaccination certification ir with a negative test result. They changed the requirements and didn't notify us. They insisted that we needed the negative covid test results and didn't give us an opportunity to do quarantine or do the test there even though the websites give those options. We were left stranded in New York and they didn't want to rebook the flight for the next day, they said that we had to do it online. And we were put as a non show.

I had booked a trip May of 2020 on Iceland air, however the flight was cancelled due to covid. When we were finally able to fly again through Iceland air as Americans I called to book a trip. Originally I called Expedia and they said the credit had expired on May 27, 2021. They told me to call Iceland air, Iceland air said I needed to talk to expedia. Either way no one could help me. I just feel it is so unfair because I couldnt travel due to COVID and if there was an expiration someone should have informed me (however I still couldnt have traveled). I did all this back in June 2021 and spent hours and hours on the phone at that time expedia had 9 hour waiting times so I am opening it back up hoping someone can still help me.

Traveler(s)
KIM LIIV
Ticket # 1087500024025
TAYLOR WACH
Ticket # 1087500024026

We have issued an airline credit for your flight
You are receiving this email as either your airline has cancelled your flight, or it was noted that you did not take your trip as scheduled because of the current situation related to COVID-19. No need to call us, we've got you covered. Your safety and peace of mind are of utmost importance to us, and we want to let you know we have issued an airline credit for your flight.

All the details of your airline credit, such as traveler name, amount, and expiration date, will be emailed to you in a confirmation email that you will receive soon.
Cancelled itinerary: Washington to Helsinki

Travel dates
May 27, 2020 - May 28, 2020
Itinerary #
7519791371277

Airline confirmation
MKQGCN (Icelandair)

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When you're ready to book a new trip, we're happy to help.
Go to itinerary
Redeem airline credit

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Flight overview
Departure Wed, May 27

Icelandair 644 operated by Icelandair
Washington (IAD)
8:35PM

Reykjavik (KEF)
6:30AM +1 day

5h 55m duration
Icelandair 342 operated by Icelandair
Reykjavik (KEF)
7:30AM

Helsinki (HEL)
2:00PM

3h 30m duration
Total duration 10h 25m

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Traveler(s)
KIM LIIV
Ticket # 1087500024025
TAYLOR WACH
Ticket # 1087500024026

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• To refund additional services, such as baggage fees or seat-assignment fees, please contact your airline directly.
Visit our Customer Support page for more information about using your airline credit.

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Additional information
When you are ready, please call us to book a new flight using your airline credit. Just be sure to have the ticket numbers for each traveler or your confirmation email on hand.
Our call centers are experiencing extremely high call volumes, so we ask that if you do not need to book a new flight within the next 72 hours, please hold off on contacting us.

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More help
Go to your itinerary to manage your trip.

Visit our Customer Support page.

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Please do not reply to this message. This email was sent from a notification-only email address that cannot accept incoming email.
You are receiving this transactional email based on a recent booking or account related update on Expedia.

EMLCID=US.PT.EVENTTRIGGEREDMAILING.ENSAIREXCHANGE.GENERIC&EMLDTL=DATE20200410-ISSUX.SIDX.KEY94779523986.PAIDX.LANGEN_US.MCIDX.TESTX.VERSX.MIDSX.

I have been trying for 6 weeks to change my flight dates from 9/11/21 returning 12/11/21 to 8/11/22returning 11/11/22. I have tried numerous times on the website with no luck, have phoned customer services many times, where I have found them very rude, one woman put me onto a recording and would not listen. Disgusting service, rude and ignorant, I just want someone to help me move my booking. Ref number 2WGUZI. I have filled in the request form on the website as asked 6 weeks ago and no reply. I have filled in a second form case number [protected] still no reply. Please, can someone contact me and help me change my flight and hotel package. Thank you. Mandy Girling. [protected]@yahoo.co.uk [protected].

Hello
For the past couple of hours, I am trying to book a flight from Amsterdam to Keflavik. When I try to pay with my Mastercard, I get the message: PA0003: The service has faced an unrecoverable and unexpected error, and is not able to produce a protocol compliant response.
Can someone help me with this, as I want to book 2 tickets in December. I already contacted the issuer of my Golden Mastercard and they checked my card and credentials and everything is ok.

I want to go from Boston to Glasgow. They have flights, but I'm fairly sure i must stop in Iceland and change planes. They don't tell one anything about this transfer or any transfers on any of their flights for that matter. I need to know this BEFORE i decide to purchase a ticket. The last time I checked (pre- Covid) the stop was less than an hour, meaning if your plane from Boston was late, you were stuck in the Iceland airport for another 24 hours because they only fly once a day down to Glasgow. That's kind of IMPORTATNT information to know before you purchase a ticket but they are hiding this from the public.

I have been trying to book a flight from Brussels to Reykjavik and back (from 18th November till 21st of November but at the end I always receive the message PA0003: The service has faced an unrecoverable and unexpected error, and is not able to produce a protocol compliant response.
Your telephone service is not reachable either. Please help me with this booking. Kind regards, Carine De Leeuw (+32 [protected]) mail address : [protected]@akaba.be

I was on flight 614(I believe this is the correct number)(Reykjavik to JFK) leaving Iceland on 5:25 pm on 8/2/2021. I have been so busy I hadn't unpacked until last night, and I note that Iceland candy that I purchased(4 bags - the candy was bag candy that was wrap in Yellow wrappers with the NUMBER '3' on it). It was about $25.00 USD in value, but what pissed me off is we don't have something like them here in the US. I also didn't see a slip of paper which indicated that my luggage was searched.

On 7/10, I contacted Icelandair by email because I had just realized that I had neglected to enter my travel voucher number (a $1100 credit from my 2020 Covid-cancelled flight) when I re-booked a flight for my re-scheduled trip on 7/5. It seems the process is totally manual that the voucher number must be entered. for the credit to be applied. I was logged in to my Icelandair account, so it would have been nice if the site had a pop-up to ask me if I want to use my credit. But this is not so.
Unfortunately for me, the re-scheduled flight now costs $1600, AND is no longer nonstop, but oh well, such is the aftermath of covid pandemic. At least I have my $1100 credit to apply to the cost. I received an email reply today from Bjorn and was shocked that I was told Icelandair will not issue me my $1100 credit because my request occurred more than 48 hours since I had booked the flight. I have just paid $1600 for the new flight, which is $500 more than the original flight, and yet they will not honor the $1100 credit 5 days later? This is unbelievable. It's not like I am asking for my money back. I AM paying for a new flight. And I AM paying $500 more for a flight that is no longer offered nonstop. I find it hard to believe that they are really going to refuse to refund my travel voucher because it took me 5 days to notice that the credit was not applied, rather than 48 hours?
I know we are all struggling with the ordeals of Covid- especially the travel industry. But this is really poor customer service.

I booked a trip to Iceland with Fleetway travel on December 26, 2019. To travel on March 25, 2020, due to covid trip was postponed till March of 2021. I have since received a letter stating that Fleetwood travel has gone chapter 11 in the UK. I have flight info from Iceland Air, for our trip in March of 2020. I want to know if I have any credits or flights with Iceland Air. I paid in full for the trip. I'm very disappointed with the whole thing. it was to be a trip of a lifetime for me and my husband, please email me with any information you may have. Thank you Maureen
Maureen Guardino
109 Spence Ave
Holtsville NY 11742 USA
[protected]@gmail.com
[protected]

Booked a flight on Iceland air from Ireland to Iceland thru Expedia. Iceland air cancelled the flight and now both Expedia and Iceland are dragging their feet, each blaming the other and telling me to contact the other for information about the refund. Expedia is saying Iceland is only offering vouchers right now for this flight and to contact the airline directly. Contact Iceland air and they tell me that because I booked thru Expedia, I have to go thru Expedia for the refund. The run around and no refund. The flight was supposed to leave the 13th of sept. Flight reservation number is TYLLEW. And [protected].
Any help would be appreciated

Booked a flight for 2 out of Vancouver, Canada to London (UK) and return, well before the Covid crisis. When our government and governments around the globe issued travel advisories not to fly around March (our flight was scheduled for mid-May). we contacted Icelandair who assured us they would take care of us: Three months after our initial contact the airline is refusing to fully refund us (they actually cancelled our flight). Instead the airline offered us a voucher, which we were initially open to. However the voucher does not guarantee the same conditions as our initial purchase, i.e. flight for 2 at $1614.70 total, and in fact similar flights have gone up at least 50%. I get that this might be necessary for them, but it is not what I purchased, and in many jurisdictions their actions would be classified as theft.