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Icelandairhorrible 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 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!

Responses

  • Ja
    Jam down Jun 03, 2017

    I've waited so long to get to Iceland and it's my #1 bucketlist. 32 years to be exact. They tried to scam me. I was standing inline at JKF because I had a problem and I wouldn't be able to board the flight that day. The ticket agent and manager at the Icelandair counter at JFK told me I can change my 'Date' and not the ticket for $275 or get $150 back and I agreed to changing the ticket date for $275... But the manager at the counter said I need to call the manager Umner at Iceland air customer service for her to override the computer and give it to me. According to them, she was not there at the time so I need to call her in 11 hours. So I was there thinking, it's going to put me in a position of leaving the airport without checking in and that would show up in there system as 'no show' for my flight... But they reassured me that I won't have a problem. After calling for the 100th time and the agents hanging up on me and lied that she was not there, I started getting really irritated and mad as heck. I told them I'll hold for her to get on the phone. When she eventually got on the phone, she said that I left the airport and didn't change it before the flight left... And the price to change the date now is $1000 + the price difference in ticket. She was sooo nasty she even hang up on me. Umner and her staff members are the nastiest creatures alive. Disgusting and rude. So I let the bank filed a fraud/scam complaint. Atrocious human beings.

    0 Votes
  • Ma
    Maro5 Jul 15, 2016

    @AirlineCustomCareManager It was nice that Icelandair did that for her but it's not realay ethical that you have that fee for something so little like that in the first place. On a different topic it's also not really ethical that people pay you over a thousand dollars for anow economy transatlantic flight and you can't even give them a complimentary meal. Clearly you don't understand the true meaning of customer service.

    1 Votes
  • Mo
    Moi Moi Oct 26, 2011
    This comment was posted by
    a verified customer
    Verified customer

    Mr/Ms Daiwen,
    In this day and age all airlines require personal info to the exact! I forgive IcelandAir at this moment, but I also think they've become much more professional. The reason people will occasionally put up with a bit of issue is cause they are a great deal, moneywise. I have some experience travelling and to the Nordic region especially. I tell you that your info must match your passport and/or card in any reserved flight. No question. I'm happy with my most recent customer service, and I hope I can rely on them to do the correct thing, and perhaps I may fly sometime soon with them.
    Ms VictoriaH- As for the other comment, I suppose I didn't recognize what you were actually saying, and plus I was very upset about my ordeal, Please accept my apology for that misunderstanding. How silly! I was really taken aback at what I thought you'd said. Well, my apologies to any pagan-nazi's too. Why? It's some people's way. Some of my best friends are pagan-nazi's LOL just kidding! I know. Oh well. Just angry before, I suppose.
    Well, we'll see. They have now got a North American operator which is so great, cuz I can call during my day, and not at some odd hours the ones they used to have. They were open for three hours with a one hour lunch break, and at about 4am, but that's changed quite a bit. Their policies are more clear cut now, too, and it only costs 250 to change flights if you get one of those special economy tix. Cool! So, it's all as it should be.

    0 Votes
  • Da
    daiwen531 Mar 22, 2011

    If you do not correct your name, will there be any difficulties to board? I mean the spelling is correct, just the position is wrong, what's more, you can show your credit card to demonstrate you are the person who buy this ticket, i guess it will be fine...

    0 Votes
  • Mo
    Moi Moi Oct 16, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Um, whooo works for them??? Seems like you do. You have just the right amount of self righteousness mixed with idiocy. Defamation? You idiot! It's the bloody internet wake up. You can't seem to make up your mind about them. Weirdo. Gonna sue?? Hmmm???? I BTW, I was not offered a change, and I ended up getting what I needed by legal means, thank you very much! "Natives"? What? Are you into being a pagan nazi, too, or just kissing their [censor]?

    0 Votes
  • Vi
    VictoriaSH Oct 16, 2010

    @airlinecustomercaremanager -- are you serious? Didn't you read what he wrote? Due to their technical issues at their website he got kicked back to their homepage and couldn't edit his mistake. You must be working for the company or be Icelandic...

    That really sucks though, I love flying with Icelandair, it's a much shorter flight if you're going to Scandinavia and can't get a cheap direct flight. But for the last 3 years I haven't been able to fly with Icelandair becuae their website SUCKS! IT NEVER WORKS!! It's ridiculous, everytime I try to order a ticket it says "due to technical issues we can't process your request at this time"... They're totally missing out on customers, I have so many friends that are boycotting Icelandair because of their website alone - I keep hoping they will change but it seems like that's a losing battle.
    At least I haven't experienced the horrible customer service you did, I don't know what I would have done in that situation. Probably end up being sued for defamation... ;-) Hope the natives treated you better than the [censor]s working the customer service desk!

    0 Votes
  • Mo
    Moi Moi Jun 01, 2010
    This comment was posted by
    a verified customer
    Verified customer

    P.S. HOW DARE CUSTOMER SERVICE RESPOND LIKE THAT?

    1 Votes
  • Mo
    Moi Moi Jun 01, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I just had a similar issue w/ them, and it's not over. There are probably only three people who actually answer phones. They are incredibly hostile. It makes me appreciate the fake, yet somewhat sincere attitude of outsourced, and American customer service people. I am not finished with them in the financial sense. They are surly, ungrateful, and careless. The agent wasn't even concerned that the passport info was not yet entered, nor that the transaction was technically unauthorized, and the name they entered as recipient was not accurate, and basically assumed on their part, even though what was entered was the proper recipients name. What a total fiasco. What a fraud! Icelandair sucks, and all their mean, careless customer service is Icelander for B**LSH*T! Americans need not bother with the likes of them.

    0 Votes
  • Ja
    Jam down Jun 03, 2017

    @Moi Moi Yep, total scammers.

    1 Votes
  • But YOU were the one that entered the wrong information, correct? So how exactly is the airline at fault here? You SHOULD have been made to pay the change fee. Period. You got away with something and then you're still steamed about the airline. Makes absolutely no sense. You realize they could have refused to change the tickets and leave them the way they were, and then when you showed up at the airport you would have been denied boarding... You should say THANK YOU to Icelandair for helping you out.

    -2 Votes
  • Ja
    Jam down Jun 03, 2017

    @AirlineCustomerCareManager Shut your mouth, perfect Betty!! I know what that person is going through. They are the nastiest, nastiest people on the planet. The Iceland air customer service reps and the managers. I am going through a rough time with them now and I had to let my bank handle it. They tried to scam me. I've waited 32 years now to get to Iceland. The #1 place on my bucket list. I eat, breath, dream, sleep that country. I'm so disappointed, I want to beat myself.

    -1 Votes

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