Icelandair

"Terrifying experience for my kids IcelandAir and their partner JetBlue cancelled my children's flight to an international connection due to weather and both parties have refused to reimburse the flights. This left my children stranded in the airport due to their age restrictions such that we were compelled to purchase a high speed train ticket in combination with tickets via a separate airline at our expense. IcelandAir has continued to refuse to take responsibility for the cancelled tickets as has their partner airline JetBlue, each claiming the other is responsible. They charged me for flights they never provided which seems at worst fraudulent and at best unprofessional. Perhaps the most disappointing element is their obvious disregard for the safety of my children who were both flying without their parents for the first time and young enough to find the experience terrifying. Despite hours invested on the phone and via their online systems, both IcelandAir and JetBlue have failed to provide any compensation for the cost, much less the disruption to our family."

"Sida from Newark (EWR) Airport is the best emplyee that Iceland air has. We made a mistake and accidentaly arrived to the wrong airport Newark while we had tickets leaving from JFK. There were IcelandAir flights leaving from both airports at almost the same time. Sida went above and beyond spending an hour tryig to help to change our tickets from JFK to EWR. I would like to share criticism to IcelandAir leadership, that they are not empowering the front desk reps, to make the necessary changes. Sida did not have rights to change our flights himself. So we had to call the customer service. The customer service person on the phone was not able to make it work. Sida helped to get a senior manager on the customer support to help. We spend more than an hour on the phone. At the end we managed to book new tickets, and Sida checked us into the flight at the very last moment. He and his team was very supportive. Great work! The IcelandAir leadership should think to empower more front line people and imprive their phone customer service."

"WORST customer service ever!!! I’m sure the experience is fine if nothing goes wrong, but they changed our Jet Blue flight (booked through Icelandair). Icelandair sent an email titled “travel document” to my email. I assumed this was just a confirmation what I had booked with them. Well, travel day comes along and to our bewilderment, our Jet Blue flight had moved to 3 hours prior to our scheduled flight and we had missed it. Since the ticket was booked through Icelandair, Jet Blue was unable to help us. We called Icelandair and explained our problem and were told it would be $1100 per person to change our flight to the next day EVEN THOUGH WE WERE NEVER INFORMED PROPERLY of our flight changes. I was told there are no supervisors to talk to and when I asked to speak with someone else other than the employee I was on the phone with, she told me to hang up and call back. I have reached out via their app, email and social media for a refund just to be IGNORED. Do NOT use this airline. If anything goes wrong, you’re screwed."

"Their customer service is the most abhorrent, inconsiderate, and unhelpful of any airline I’ve ever flown. I had a connection from Reykjavik to Manchester and my bag did not arrive with me at my final destination. The airport assistant let me know the bag would be delivered to my home the next day, and it was not. I spent the next two days after my flight STRUGGLING to get information and BEGGING the airline, airport, and carriers to help me get my bag as soon as possible. They were rude, unhelpful, and did not care that they did not perform the service promised. I only got my bag after DRIVING OVER AN HOUR to the airport to meet the carrier at the airport. He was the nicest person I spoke too during this whole experience and agreed that it was an abomination for me to have to go out of my way to get my own belongings in a timely manner. Icelandair refuses to review my claim of poor service and still had not refunded me for the items I purchased while I did not have my belongings. They’ve ghosted me and will not reply to my emails. I do not expect to hear back from them and WILL NEVER fly with this airline again. spend a little more money and fly with an airline that will treat you like a human being. DISGUSTING people run this business and work here."

"Flew Icelandair over the weekend with a layover on the way to Copenhagen. Check in counter is a bit hidden in the back part Alaska airlines. They’ll ask you to fit your luggage carry on and handbag into the sizing bin, didn’t know they were so strict with sizes. Glad mine all fit but had to repack a few things while trying to squeeze them in. Besides that the check in process was straightforward. For going through security, there’s actually no TSA pre check line so you’d just have to wait with the regular line. I’m traveling for work so booked business class, you get meals and drinks with the trip and access to lounge in both JFK’s Terminal 7 (airport lounge) and at KEF (Saga lounge). JFK’s lounge is right after TSA by the escalators up, food was kind of average but lots of seating and quiet space with good WiFi. Saga lounge in Iceland was packed with people. Got some pretty cool northern lights pics on the way into Iceland, it was pretty cold so bring a warm jacket. Overall my experience was decent on Icelandair, loved the Icelandic water and flight attendants were friendly. The flight from US/JFK was much nicer than the one from KEF to CPH (older plane)."