no reimbursement for a change fee due to death in the family
Date of incident: 7/9/18
Due to a death in my immediate family, I had to change my flight back to the US through Icelandair a day earlier than anticipated in order to be home for the funeral service. When contacting Icelandair, they did not charge me a change fee but rather charged me the full fair for a new one way ticket. This new ticket cost $776.20, which was almost the price of my original round trip booking.
Booking reference number: S59E2H
Original flight dates:
7/15/18: New York (EWR) - Keflavik (KEF), Icelandair FI622
7/21/18: Keflavik (KEF) - New York (EWR), Icelandair FI623
New flight dates:
7/15/18: New York (EWR) - Keflavik (KEF), Icelandair FI622
7/20/18: Keflavik (KEF) - New York (JFK), Icelandair FI615
Original Cost: $855.32 USD
Additional charge for change on 7/9: $776.20 USD
When explaining that the change was necessary due to a death in my immediate family and mentioning how most major airlines accept a death certificate and/ or other documentation as proof of the matter, they denied my request and said the insurance plan must have been purchased when the flight was bought in order to receive a refund. Given that a death is not someone anticipates when buying a flight, I did not purchase the insurance for my ticket. After speaking with several managers, no one would accommodate my request to receive a refund due to the fact that the insurance plan was not purchased.
My hope is that by filing this complaint, I will receive a refund for the cost of my ticket change that occurred on 7/9.
Relevant documentation is attached for Icelandair invoicing as well as proof of the death:
-Death certificate for George Kessler who passed on 7/9/18.
-Obituary for George Kessler confirming the service in his honor on 7/21/18. My name mentioned in family members as granddaughter.
not getting money back with cancelation
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I booked a trip from Toronto to Stockholm via Keflavik on Friday June 29th. I was told in Toronto that I needed to check my 15 month old's stroller since the layover in Iceland was short - one hour and 15 mins. The layover turned out to be shorter since we were delayed out of Toronto for an hour (due to loading of baggage). There was no air conditioning...
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I purchased a $1200 ticket. I needed to cancel 2 months in advance. I got $30, yes, $30 back. Icelandair kept all my money and then will resell the seat to make twice as much money.
They do NOT charge a $200 cancellation fee with the remainder going toward future travel like the other airlines do.
They keep ALL your money.
You can get travel insurance, but there are many exclusions.
You should NOT fly this airline if there is any chance at all of you cancelling.
I booked a $1200 ticket with Icelandair. I had to cancel two months in advance. I got a refund of $30! Yes, $30!
They did not refund me and now will resell the seat and make twice the profit. Other airlines charge a fee of $200 with the remainder goung toward a future trip. Not Icelandair!
They keep ALL your money!
You never know when you might have to cancel, and cancellation insurance has many, many exclusions.
Take another airline. Nrhe 'Iceland experience' is definitely not worth $1100.
dear Janis Dunavant,
your complaint regarding loss of $1200 from Icelandair single e-ticket looks that you has privided fales information
no dates of travel, no class of travel, no departure / destination airport in your complaint
Refer to the e-ticket: it must produce taxes and other charges separately without any insuarance .
The airline must return all taxes in case of any cancellation, without any insurance.
The insuarnce conditions is a document of 4-10 pages.
You did not know, what you paid for by yourself in the time of purchase.
The complaint looks like from a child.
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Last summer my wife and I flew home from Brussels to Toronto. Thanks to the inattentive Icelandair rep who checked us in our luggage got to Toronto a day before we did. He forgot to ask us where we wanted our luggage sent to. Incredible. The check-in job is not that complicated. So we spent a night in Iceland without luggage. The truly incredible part is that Icelandair customer service has not responded to either of my two emails after several months. Don't need the arrogance. Will never fly with them again.
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Read full review of IcelandAir and 3 commentsOverview of IcelandAir complaint handling
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