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IcelandAir Customer Service Phone, Email, Contacts

IcelandAir
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1.2 69 Reviews

IcelandAir Complaints Summary

3 Resolved
66 Unresolved
Our verdict: If considering services from IcelandAir with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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IcelandAir reviews & complaints 69

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I
11:20 am EDT

IcelandAir Refund

You cancelled my flight from Orlando to Manchester Uk the flight date was 26 April Ian Rogerson
I Thiught you would rebook me so I accepted a voucher to use for this TNELSSK3 however you were able to do this so I booked with another airline as flight urgent. I now am wanting refund as your voucher is valueless to me. However my wife inUk contacted your customer care department and was refused refund. It is you who cancelled my flight not me and unfair of you not to refund immediately as thou offered me no alternative with to get home. If you ignore this request or refuse refund I will go for court judgement to obligate you to refund

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12:15 pm EST

IcelandAir Hand carry bag charges of $ 60 reimbursement

Booking No LYSF6V Flight 623 Virendra c Ghiya ETKT [protected], Return flight I was Charged $ 60 for My hand carry bag in the slot was not going easily because of roller. It was Unfair. I tried to explain agent but she did not listen. I did not make issue at airport and miss flight. I was in group. Why unfair to me?
Please credit to my credit card. I requested to Gen (Your Agent)
Email: [protected]@hotmail.com
Phone: [protected]
[protected] (h)

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11:22 am EST

IcelandAir claim (#[protected]) for expenses related to delayed baggage

On July 7, 2019 we traveled on Icelandair on business class from Toronto to Munich and one of our suitcases failed to arrive. Despite repeated calls, days later the suitcase was still not found. Since all of my vacation clothing was in the suitcase, I needed to purchase some essentials such as pajamas, windbreaker, shorts/shirts, underwear, shaving kit, etc. Finally, after 5 days of waiting, the suitcase was found and we picked it up from the airport. On July 23, I filed a request for expense compensation with a follow up inquiry on August 15. I was repeatedly told that the claim was being processed. To this very day, November 7, we still have not heard back or received any compensation! Horrible customer service!

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2:35 pm EDT
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IcelandAir seating changed without notification

On March 14th 2019 I purchased 5 tickets on Iceland-air to fly on October 3rd 2019 to Reykjavik. We upgraded to more leg room for me and my wife (Cof#V3LZGW) paid with credit card and the fallowing seats were assigned to us (13C for my wife, 13D for me, 12C for my son in law, 12B for my grandson and 12A to my daughter) Last night my wife tried to check into find out that all our seat were changed all the way back in the rear of the plane without notifying us. I called your air line and the only explanation that I received is that your sorry! I cant except this! How can you automatically change our confirmed seating that I booked 7 months ago without explanation and without reimbursing for the extra money that I paid. This is unacceptable! I need an explanation that is more then I am sorry. My family and I fly all over the world and this never happened to me. Before I post a very negative review on Iceland Air please respond. My email [protected]@tmcnorthamerica.com.

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3:17 pm EDT
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IcelandAir missing luggage

Travel date: September 7
Dublin to Edmonton

In Dublin we had to check in all luggage (including carry ons) because we were given a smaller plane.

Going to the plane we noticed our luggage didn't make it on as the luggage compartment was closed up and our luggage was sitting on the carrier. On inquiring, they (whomever was loading the plane with luggage) said it would be put to the front of the plane (whatever that means). We never saw anything after that. Then the same individual was later talking to one of the flight attendants and I over heard: if no one asks about the luggage then that's their own fault.

I thought this was a weird comment so I asked the flight attendant if some luggage didn't make it on the flight and was told not to worry.

That was a lie. My luggage didn't make it to Edmonton. I've been calling everyday and no one can give me a straight answer. All I get is: we are actively searching.

How active? It's been 10 days and no one knows where my luggage is. This is ridiculous and frustrating. How can you not know where it is? Or where the last known location is? Or if it even made it on the plane?

Find my luggage.
Give me a straight answer.

This is taking too long with no care or concern.

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2:15 pm EDT

IcelandAir I was charged for upgrade but didn't get it.

I requested an upgrade from Oslo to Reyjkavik. They charged me. But didnot provide the upgrade and no refund yet. I contacted several times. Booking ID PQCV8P
Dear Nasima Reza

We sincerely apologize for the inconvenience caused by the downgrading of your and Mohammed Rezaul Islam's ticket.

In light of the European Aviation Safety Agency's suspension on use of Boeing 737 MAX aircraft we have made necessary steps to limit any possible disruptions that may arise due to these alterations. One of those steps were to wet lease aircraft to operate, resulting in you being downgraded on your flight from Oslo to Keflavik.

Kindly follow the payment link below for a full refund of the purchased upgrade for the affected flight, a total of 320 USD.

Click here to fill in your payment details

Please note that the deposit can take up to 2 weeks to be processed and shown on your Credit Card / Bank Account.

Best regards,
Ionut

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Update by nasima reza
Sep 05, 2019 2:16 pm EDT

Dear Nasima Reza,

Thank you for contacting us!

The status of your case shows that we have received your information and the amount is on queue for payment, but it hasn't been processed yet since we are experiencing an increased backlog. We apologize for the delay!

Once my colleagues from the refunds department get to your submission, they will let you know if there's any more information they might need. Otherwise, there is no further action required from your side at this point.

Please drop us a line if there's anything else we could assist you with!

Regards,
Ionut

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4:45 pm EDT

IcelandAir change of aircraft and seating

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.

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12:37 pm EDT
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IcelandAir staff and security measures

I was travelling by myself from Dublin to Boston with a connection flight in Iceland. The stop over in Iceland was around 4 hours. On arriving in the airport I went to get some food and sat down to wait on the gate for my next flight. A man followed by a lady and a security man then sat down near to me. The man was being given a new boarding pass by the security man who had picked it up from the desk for him. I didn't think anything of this until I was boarding my flight to Boston. He was then left alone to board. He seemed to continue to stand beside me which I found weird but overlooked. I sat down in my seat and realised that he then sat down a couple of seats away. I was at the window with one spare seat beside me. The man then began to speak to me really loudly so that a lot of people looked round. He asked me my full name and then continued to tell me I reminded him of his cousin. He then continued to say strange things which I couldn't understand. A lady then came to say he was in her seat so he asked could he sit next to me which I replied no aorry I would like the space for a comfortable five and a half hour journey. To which he then said that his seat was the seat next to me. He began leaning on me and asked could he hold my hand. He said really weird sexual comments to me, I had to ask him to get off me several times to the point where I was shaking in fear. Finally the airhostesses came round with drinks. The first male airhostest looked at me but pulled the cart on and did not ask me what I wanted but when to the seat behind me then. I then got the attention of the female airhostest standing behind the cart and asked her could I please have a cup of tea. The man still sitting beside me so I asked could I please have another seat if there were any free, I tried to let her know why by looking back and fourth from her to the man which she then realised and pulled the cart back quickly. The man would not get up to let me out so I had to push by him. I found another seat down the cabin, looked up and the man was standing there again. He continued to circle the plane several times for the rest of the flight and stared at me. I was terrified. I just wanted to get away from him and was scared that he would follow me when I got off the flight. Thankfully I passed through customs first and walked as fast as I could to get a taxi. I tried to get the attention of the airhostest several times after, as she knew I was terrified but she never stopped to speak to me. I was crying and felt absolutely terrified! Worst flight I've ever had in my life.

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8:51 am EDT

IcelandAir airline service and baggage delays

I used Iceland Air for the first time this last week and for all of the promotion that you give out..I soon found out the reality is quite different. I have never contacted an airline before...but this experiene, I could not leave unsaid. My initial flight was from Seattle to Reykajvik on July 2nd at 7:15pm..flightF1684. We got to Reykajvik on time with an hour until my next flight to Dublin at 10:30 am. Flight F1418. My two luggage bags..which you charged me $95 each for were not in Dublin when I arrived yesterday at 1:50 pm. I am still waiting for my bags to show up here in Wexford. We called Menzies...who handles Iceland Air's Baggage..called them three times and no one ever answers.just a message service and no replies! I fully expect Iceland Air to reimburse me for the $190 I paid for baggage service that I did not get! I might add that when going to your website to get ticketed I had to pay for each individual seat at $12 each and then a long list of other things that if I needed I would be charged so much..also charged for a headset, and any food and drinks I wanted! I did get a cup of noodles warmed with water and a Beer that was bitter and warm! At the Reykjavik airport we all were forced to have to wait and stand in line for an hour to load our flight! I am handicapped and had to stand in line so not to lose my place...if we could there was only about 25 seats where people could have sat down...nice airport, but woefully inadequate to hold any amount of people! I have been flying for over 55 years and have never gotten such poor and greedy service! I tell my friends about your service and greedy offerings and they are astounded my what you offer. For years now we have been told how wonderful Iceland is ...I think the scenery looks great...but companies like yours that are trying to profit over something you had nothing to do with..is the ultimate in sarcasm and hypocrisy! Living in the states, we have plenty of people with their hands out..and most of us are fed up with it and to see that you are doing your best to emulate them is truly deplorable. I have to fly back in August..but will probably never use your airline again and that is truly sad...as I always wanted to visit Iceland. I doubt that you are going to change without getting new leadership and a new attitude where customers do come first..but I do expect you will say your sorry and get on with your sad and thoughtless business model. Please let me know how I will get my refund for my baggage fees. Best regards, Ned Mueller

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9:34 am EDT

IcelandAir air flight f1862 march 16, 2019

My flight to Iceland from SFO was cancelled on the day of the flight. Only an email was sent to me at 2:15 AM. I had already received by boarding pass and seats so I did not look at my email that morning. I live in Sacramento, CA it is a 90 mile drive to SFO. I was dropped off at the airport and did not look at my emails so only when I was at the counter did I find out that I had been rerouted and would not board until around 8:00 PM that evening. I spend all day in the airport for a overnight flight to Iceland. I feel I was inconvenienced and should of received a text or phone call. I am am requesting a refund for my flight to Iceland and then Paris.
Cathy Ruth Chapman Hackett
USA [protected]

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Update by Cathy Hackett
Mar 27, 2019 9:36 am EDT

Additionally I was given a center seat to a very large man and I am close to 6 ft tall and had requested an aisle seat.

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7:03 pm EST
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IcelandAir icelandair

Have traveled Icelandair for over 20 years from Halifax, Canada and have consistently used Premium Economy with a 4-day stopover in Reykjavik coming back from Manchester. It included 2 checked bags and lounge to which the rest from a 4-hour layover is appreciated. The 2nd. bag was always reserved for my golf clubs.

Well, I guess the sting of loosing money lately in their overall services has started to take its toll, and I am guessing by what I have seen to date with the removal of a popular class of travel, will sink them even further. Coupled with the sheer chaos of passenger traffic through a ill-designed airport, will add fuel to the fire.

Premium Economy has gone by way of the Dodo Bird, and replaced with Premium Flex. A class that says bye-bye to the second bag and access to the lounge, and with a cost equal, or more to what it used to cost doing Premium - in my case around $2.600.00. That said, now they have lost my business. Cannot get to my homeland unless I travel "sardine can style" or take out a second mortgage to travel Saga Class. To make it worse, no other airline in Canada is allowed on their turf. I am now totally pissed off with my countrymen.

To Icelandair I offer you this projection - you will gone with 5 years, just like the cons who wrecked your banks over a decade ago. Smarten up, or you are history.

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3:56 am EST

IcelandAir fi852/fi532 flight delay

Hello, written we complain the handling of our flight delay, transfer and rebooking.
Customer Michael Kempe, Julia Kempe
Due a delay of the flight Fi852 from Chicago to Reykjavik we could not reach our connecting flight to Munich. Your staff was not able to rebook us on another connection flight in the morning. We have to take now a flight with British Airways at 1pm. Due to the fact that we must check in again also our luggage we have to spend 5h outside the transition zone without lounge access or a chance to work on a table! Your staff cannot help us because they are not responsible for British Airways. That is unbelievable! I never made such unprofessional experience! Based on the EU passenger law 261 we will claim our right for compensation. Best regards
Michael Kempe

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7:30 am EDT
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IcelandAir seat not available I paid for

Dear,

Yaesterday we were on flight FI501 from Amsterdam to Reykjavík and paid for 4 Seats for us and our two small children (3 and 1 year old). The plane changed last minute and all of the seats were rearranged, which caused our party to split up ( and not be able to sit with our kids). We were able to get 3 Seats together, but the fourth Seat was 20 rows away. Consequently, we didnt use the fourth seat, of which I would like to ask for a refund. The cabin crew advised us to take a picture of our boarding passes, which we did and the cabin crew took a picture as well.

I hope to hear from you soon.

Kind regards,

Kirsten Zoun

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4:47 pm EDT

IcelandAir flight fi614 and fi430 jfk new york to glasgow via reykjavik 10/10/2018 at 20:20

Dear Sirs

Eileen and Robert Skinner
Flight FI 614
Airline Booking Code FI/JRKA9S
JFK New York to Glasgow via Reykjavic
Flight 8.20pm on 10/10/2018

On 9th October 2018 I booked two tickets for a flight (no FI 614) from JFK airport New York to Glasgow via Reykjavik. It was booked through Travel2be under the booking code YHUODL. The price advertised was for Economy. Before booking I checked the Icelandair website and noted that the standard economy fare included one piece of hand luggage each. (There was another class of fare known as economy lite which did not include a baggage allowance but there was no suggestion on the booking website that this was an Economy lite). I therefore booked two tickets for my wife and me. I would not have booked these tickets had the baggage allowance not been included. I had other travel arrangements available to me but given the price I decided we would travel with your company.

On arrival at JFK airport I was told that baggage was not included and that each bag cost $95 to carry. I explained the situation to them but was told that unless I paid an additional $190 I would not be getting the bags on board. I protested and gave them the whole background and upon refusal to budge asked for a refund of the whole fare when we would travel with another airline. I was told this was not possible and that I should take up matters with your on arrival home. (Subsequent research on the web has shown me that this has happened to a number of other passengers.)

I therefore seek a refund of the overcharge of $190. I contracted for a standard economy fare which included a bag each. Your airline was not entitled to make additional charges.

I look forward to hearing from you urgently.

Yours sincerely
Robert G Skinner

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10:21 am EDT
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IcelandAir booking reference tv opb

I have send a reaction on your survey mail but no reaction from your site

on the flights on 11/09 no issue's except that setting one off the chairs to relax was not possible

On the flights back to Europe, (2-3 October)

1e
on the website it was not possible to confirm tickets before the flight
(Please go to the checking desk to confirm your tickets)

But First flight was from your partner WestJet, (From Calgary to Edmonton)
But in Calgary the people from Westjet where not able to confirm and/print the tickets for the flights on Iceland-air flights

The plane from WestJet had 1u30 delay due to extreme weather

In Edmonton, the desk people had to contact ticket reservation team in Iceland to get the tickets confirmed and get us on the plane
This process took at least 30 minutes but people on the desk where friendly en helpful

Result was that we where on latest seats available on the plane, It was not possible to set these seat's in relax stand, The entertainment system was not working, and we had a lot off noise from the lavatory and the carbine crew (serving during the flight)

So please
check why we where not able to confirm the tickets via the website
check your partnership with WestJet so they can do full service for your flights

On this moment I will advice nobody to use your service !

Please provide a refund for the horrible flight we had from Edmonton to Reykjavik

Kind Regards

Johan De Herdt
johan.[protected]@gmail.com
+[protected]

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1:32 pm EDT
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IcelandAir excessive charge on domestic cell phone bill for an international phone call to icelandair customer service with poor guidance.

I was charged $107.46 (US dollars) on my Verizon cell phone bill for an international phone call to Icelandair Customer Service.

The phone call was necessitated because I received electronic notification that Icelandair cancelled a flight I had booked for November 6, 2018, and I needed to call a specific number to speak to an agent and have the flight rescheduled.

I was instructed to use the phone number [protected] to speak to an Icelander Customer Service representative. Given this instruction, I made a 54 min phone call on August 29, 2018 (I was put on hold/call-waiting for much of that time) to re-book my flight [the cancellation was the airlines fault in the first place]. When a representative answered, I clarified whether I would be charged excessively for the call, and I was told "no" and that it was one of their "free of charge" numbers. Obviously, this information was incorrect.

I am asking to be reimbursed for the charge made for the Customer Service call given a.) I was misinformed about the international number being "free of charge", and b.) the entire reason for the call was because the airline cancelled my flight and I was instructed to reschedule it myself. Since the purpose for the phonemail was not of my own doing, I feel fiscal compensation is warranted.

I have attached 3 photos with proof of the charge and the phone number called from my Verizon account.

Thank you for your time.

Kristin Schouweiler
cell: [protected]
email: kristin.[protected]@gmail.com

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1:55 pm EDT

IcelandAir baggage charges

account reference:
_OODOY1f2bv._500lnjiiUc5 (responder Sylvia)

Still waiting to hear why we were charge $565 at YVR on our flight from Vancouver to Copenhagen using your airline.

We had tickets that allowed 1 checked bag each and had pre purchased an extra bag ticket to cover the cost of our bicycle packed in a suitcase.

The response I've had said that Canada to Europe your bike charges are: $154.

Please respond.

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4:56 pm EDT

IcelandAir flight reservations, flights, and booking

I'll try and make this as brief as possible. A group (38) of KPBS travelers left Sep 9th, 2018 for Iceland on a Lindblad/National Geographic Expedition. I reserved and paid for my flight on Iceland Air + 2 other travelers on my record locator number almost a year before our trip. We had San Diego to Seattle; Seattle to Reykavick. My San Diego to Seattle leg was cancelled at least 4 times during this time. Talking to Iceland Air was very difficult because they kept telling me the flight was no longer available; however when I talked to Alaska Air, they kept telling me the flight was still showing. Alaska Air could not do anything because they said Iceland Air made the reservations. Very confusing. Oh and did I mention, I talked to an agent after waiting between one and two hours on the phone. My husband went to San Diego Airport the day before our departure to try and sort out some issues. All information was correct in the Alaska Airline system. Our departure flight was without issues. Our return flight was a nightmare. One of the travelers on my locator number could not get her luggage tags in Reykavick; she was told she had to settle the problem in Seattle. Once in Seattle there was customs, luggage recheck, security etc. which added time and a delay in getting to the gate. She was unable to resolve the issue with Alaska staff. Consequently she missed her flight. I believe it was a computer error some where along the way but the frustrating part was that it did not get resolved, she missed her plane and added another day of travel. This is not acceptable. Please contact me at 619.857.0121; [protected]@msn.com

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6:20 pm EDT

IcelandAir lack of communication/updates on system

Augusy 27th, the day of the flight. Standing at the check-in desk, we were told that we didn't pay for our seats. They tried to charge us for it while I was texting the person who bought the tickets for receipt. and we were told "the seats haven't been paid for and the system isn't letting me charge"
How can I have a emailed iternary and how can there be a charge on credit card when it wasn't paid for?
For some reason we were giving the boarding pass and told someone else something about us who will have a problem in the gate. As of we weren't there listening.
Waiting at the gate, I contacted the company on Facebook. I asked to make sure if the seats have been paid for. I only asked for seats, because I know and have receipt for the food and luggage.
I get a reply saying "Hi MyName, we can see that your luggage has been paid for but the seats and the food have not. If you would like, we can send you a payment link for the food and the seats."
Now I'm here sitting at the gate banging my head on the wall. What the hell is this? Trip hasn't even started and here I'm stressed out because the communication/system updates are absolutely ridiculous.

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11:02 am EDT
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IcelandAir fi555/fi855 delayed luggage by 4 days

On Sunday July 29, Didier Argentin and Corinne Lecuivre have taken the flight FI555 at 2pm Belgian hou from Brussels to Chicago, through Rijkavik.
When arrived at Chicago, at about 6pm local hour, we were told that the luggage of Corinne Lecuivre would only arrive on the Monday morning, July30, and that we had to fill in a luggage description form at the Icelandair desk, where there was nobody during more than one hour...
We've called back Icelandair USA every day without success and have registrated a internet file on the Icelandair website.

Finally, we have got back our luggage at the Chicago airport, by insisting again, but only on August 2nd, when taking the flight FI854 back to Belgium...

Knowing that we stayed at Chicago for our most important annual congress, the AACC, my colleague Corinne Lecuivre had to purchase new clothes, make-up, ... in order to work on our SynAbs booth, which amount up to 460US $ :
@ TJMax : 58, 40$
@ Jewel Osco : 67, 90$
@ Nordstromrack : 91, 41$
@ Zara : 19, 80 and 222, 32$
AGGREGATE TOTAL : 459.83$

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Phone numbers

+354 505 0100 +44 207 874 1000 More phone numbers

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www.icelandair.com

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