Icelandair

✅ Trip Verified | My baggage was delayed. Icelandair did nothing to find it and update me on the situation, although I called 20 times. The airline has no desk in Munich airport. They are represented by AHS, who they have no contact with. So I, as a business flyer, was given misleading information all the time that my luggage will be delivered to the home address that they collected. Nothing was delivered on the day of the luggage arrival nor next days. Although there was important medication that in the bag that I need, which I reported to the service desk multiple time. In fact after several days waiting and calling both Icelandair and AHS non-stop, I’ve got a rude answer that if I need my luggage I have to go to the Munich airport on my own as they decided not to deliver it. Munich airport is located far from the city, I am a client who paid thousands for the ticket, my luggage was lost and I had to locate it on my own and even after that they kept giving me misleading updates that they take care of the delivery. When I asked if they cover my taxi expenses related to picking up the luggage, they informed me that they have up to 7 days to decide yes or no. This is nothing but a frustrating experience how they treat clients. Especially if you fly business.

✅ Trip Verified | My wife and I flew out of CDG (Paris) with a 1 day layover in Iceland on our way back to US. Overall Icelandair has irrational polices and staff that cannot provide a logical explanation for their policies, nor do the logical things to make their silly policies work smoothly. After boarding at CDG we were informed they do not allow bags to be stowed under seat in front, that is different than other airlines we flew. They told us instead of stowing our bags under seat we should hold in our laps, which seems to defeat any safety purpose of keeping aisle clear. Please imagine the danger of this policy if there was an actual emergency. Besides that, they were not policing the baggage that people boarded with not stored overhead, and they did not reserve any overhead room for those in emergency rows that according to their policies are not allowed to stow under seat. Also, the flight was uncomfortably warm the entire 3 hours, which was surprising given we left a cool place and landed in a cold place. We accepted the situation for what it was and figured we would just need to try to board as early as possible after our layover. Joke was on us because Icelandair is completely different outside of Iceland “because it is their hub” per customer service person that refused to provide their name for “safety” at check in in Icelandair. Here they were enforcing various different policies that were not mentioned not enforced out of CDG (despite being same airline). They forced us to check a brand new and expensive carry on sized bag (that fits in overhead compartments) and refused to provide any explanation for why that had to be checked here and not on the last Icelandair flight. Overall I would describe Icelandair as a crap show. Some of their policies do not make sense, their agents do not seem interested in helping nor explaining, and this makes me believe there is not a single person in management interested in running their company effectively. We have flown many other airlines that are better. I would say Alaska Airlines makes Icelandair look like a bunch of careless fools.

✅ Trip Verified | Satisfied with the service on Icelandair. This was an early morning flight I did in mid April last month, and there was no issues with delays or baggage. Had a small snack on the 2.5hr flight and a coffee, and as I was informed by crew before boarding, all the snacks had to be paid for. Didn't have the option to fly British Airways or any other carrier for this flight on this particular day, but I feel Icelandair were satisfactory enough. Crew were friendly and helpful, and IFE was good considering the short flight time. Would fly with them again, if I get to travel to Reykjavik again someday.

✅ Trip Verified | Copenhagen to Keflavík in Saga Class. Icelandair provides the best Business Class experience from Europe / Scandinavia to and from Iceland. The flight was on time and comfortable. WiFi is included for Saga Class passengers which is a nice touch.

✅ Trip Verified | So, so airline with terrible policies regarding delays and cancellations. They delayed our flight 3 hours during boarding and then refused meal vouchers (the original flight was at 5pm) because the delay wasn’t long enough. 3 hours stuck in terminal 1 at the airport isn’t long enough? They also refused to address connecting flight cancellations, hotels, and transportation costs caused by their delay.

✅ Trip Verified | We flew on Iceland Air in December 2023. My travel companions and I were unable to get from Hannover, Germany to Amsterdam to make it to our scheduled December 9th flight to Reykjavik due to a train strike that was announced on the 8th. We attempted multiple times to talk to customer service to change our flight and were told multiple times that "your flight has not been affected". We were unable to change our flight without a change fee of $250.00. This was very upsetting to us as this was totally out of our control. To add insult to injury there was no compassion from the reservation employees. When we did fly on the 13th it was extremely cold and windy. There was no inside gate for the flight we were taking so we were bused out to the tarmac and had to walk up the stairs. With 2 out of 3 being disabled this was very difficult. On a positive note, the flight attendants were very friendly and helpful. I would recommend this airline if you are not disabled and you have travel insurance.

✅ Trip Verified | Keflavík to Copenhagen in Saga Class. Smooth journey all the way from check-in to Saga Lounge at KEF, to boarding and the actual flight. Saga Class on Icelandair is the most comfortable mode of air transport into and out of Iceland. WiFi and meals are included in this premium class. Onboard service was warm and professional.

Not Verified | I have been travelling regularly for the last 40 yrs around the world and this is the WORST airline ever! I had the displeasure of flying on IcelandAir on 04 Jan 2024 from Paris to Iceland and from Iceland to Dulles, Washington, USA. I disembarked the aircraft in Iceland under the most austere conditions. It was ONE degree Celsius when we arrived in Iceland and passengers had to walk down the aircraft's stairs and onto the tarmac that was laden with ice to get inside in the terminal - this was dangerous and unsafe especially for handicap passengers. Upon take off on my flight to Dulles, the overhead compartment above me and the passenger next to me started dripping water. I called and the flight attendant came and told me she was accustomed to this occurring and that it would stop in 10 mins. She bought us a blanket that was just refolded from the previous flight and not laundered before giving it to new passengers to use. The pillows on the aircraft were also being reused without a change of cover. I asked her if there was another seat that I could move to, and she said she would check and get back to me – she never returned with an answer. The dripping of water continued for an hour. I also had to pay 88 Euros for my first checked bag. This is an international flight and as such at least the first checked bag should be free like the rest of the airlines. Don't expect anything to eat (not even a snack) on the 6 hour flight from Iceland to the US!

✅ Trip Verified | Unfortunately this review is not as good as the last. We flew from Keflavik to London this morning. Check in / baggage drop was absolute chaos, as well as boarding. My wife tried the automated check in and baggage drop this morning and not all of our boarding passes were valid, which we didn't discover until reaching security, so we had to go back down stairs and join the long line and start again. There were loads of Icelandair ground staff standing around and also making the time to greet each other with hugs and kisses - these staff members would have been more useful on desks rather than standing around. Once this issue was sorted, we went through security. (Here's some advice when going through security at any airport - get your electronics out of your bag and ready to put in the tray, as well as any liquids before you get to the belt where you put your stuff in the trays. Also, be prepared to remove your belt or take your shoes off. This will save you holding others up) I was very disappointed that we were shafted to a dingy downstairs area and be treated like second class passengers and have to use the buses to the aircraft. This involved a long walk up and down stairs and escalators and further checks on our passports and tickets. We got to one point where there was a carousel, no staff members were here and people were pushing and shoving and things were getting dangerous for people coming up the stairs, so I took the initiative to get everyone's attention and politely suggest that we use the carousel for the safety of others (much to the extreme embarrassment of our 2 children) - amazingly everyone complied with my request. Boarding and bus transfer went well from here. On board, the crew looked immaculate and were very professional in their duties. Pilots got us to Heathrow safely and all of our baggage was delivered in a timely manner. The aircraft (rows 6 and 7) seats were comfortable enough. Icelandair have movies which make the trip go quicker, although the Northern Lights didn't make an appearance as we got through the clouds, we were treated to a nice snowstorm as we went through the clouds. To sum things up, ground service was poor, but cabin crew made up for these shortcomings.

✅ Trip Verified | The flight left on time and it was nice to have a check in counter manned by a person. The aircraft was clean and comfortable with movies - you will need to bring headphones or buy a set on board. The crew were very smart looking and professional. Our luggage was on the belt by the time we arrived at the baggage belt, about 20 mins after we left the aircraft. The only thing I was not happy about was that the aircraft was parked at a remote stand and passengers had to be crammed onto an airport bus, rather than have the convenience of using the jetbridge.