The complaint has been investigated and
resolved to the customer's satisfactionResolved Icelandair — horrible customer service
resolved to the customer's satisfaction
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 only assume the sole purpose of this request is to create issues for the customers). I entered 2 of our tickets correctly but accidentally transposed the names on 1 ticket. I noticed this error after I entered the credit card information on the confirmation page. I then clicked "edit details" in an attempt to correct the ticket. This was a failed mission since as soon as I clicked that I was immediately kicked back to the website's home page instead (also premature of entering any of our passport information). I then received an email with the etickets and of course...one was wrong so I called the Icelandair "customer service" line and when I explained to the representative what happened I was told that I would need to pay $75.00 to get a corrected ticket. This was unacceptable to me being that the error occurred due to technical issues on their website. The representative was very rude and stated that there was no way for this fee to be waived. I too work in customer service and know that this employee would not have any authority to waive the fee anyway so I blindly decide to waste no more time with her and move upward to someone who WOULD be able to help...I was WRONG. When I asked for a supervisor I was told there weren't any available. I refuted this slightly since I knew someone superior to this representative must be around and since it involved our plane tickets I wanted to ease my mind and get this corrected ASAP. I was denied any manager and when I asked to be called back I was hung up on. I called back twice more in an attempt to speak with a different representative but spoke to the same person (who on my next call told me she was the supervisor) and again hung up. In an attempt to speak with someone more useful I called a different number I found (877-I-FLY-ICE ha ha) and was then at least told that I could call back in the morning between 9 and noon to speak to their supervisor Frida. I did not in any way want to speak to anyone from Icelandair again the next day so I lobbied one of the other travelers to call instead. When she called in the morning she was again told there was no supervisor available and then hung up. She called one more time and was at least told the manager was there and she was put on hold to wait. After 10 minutes the representative returned only to tell her the manager could not speak right now. We gave up again for the day. The third day we decided to try having the last passenger call back who then DEMANDED a supervisor. It was only after threatening to call the Better Business Bureau and literally forcing her number on the representative that she accomplished this. The rep disconnected the call and her supervisor called us back. Frida (supervisor) also told us there was no way to waive the fee (despite blame) and we would have to pay it. Then after asking to speak to Frida's manger my friend was hung up on by Frida. 5 minutes later Frida called back and left a voicemail saying that she spoke to her boss and they would allow us to get a new ticket for half the price. We should not have even had to pay that however we realize that getting anywhere with the customer service at Icelandair was a difficult feat so we decided to accept this offer and call it quits. All we needed to do was call back to confirm this. We were going to call back the next day after our energy levels were revived . In the morning I woke up and checked my emails from my Blackberry and noticed a corrected eticket from Icelandair. I was temporarily happy and surprised, I thought they finally admitted blame and gave us the ticket for free...WRONG AGAIN. The next email I opened was an invoice from Icelandair charging the same American Express card we purchased the tickets on. Please understand at this point we are running on principal alone...none of us particularly care about the $75.00 fee (25$ each) and had the representatives and managers denied us in a friendlily manner we would have just paid it, but the horrible customer service we received is unacceptable and disappointing to receive from ANY company. Since this $75.00 charge was completely unauthorized we called American Express to dispute it and they can deal with Icelandair. We have the corrected ticket and the fee will be deleted thanks to the awesome fraud department at American Express. This was the absolute worst customer service experience I have EVER had. Hopefully this is no indication of what our trip to Iceland will be like! I can only say it better last a lifetime because as long as Icelandair remains the only way to fly there...I will not be going!