Icelandair Opiniões 464

I had an extremely disappointing experience with IcelandAir.
I arrived at the airport fully compliant with Iceland Air published carry-on baggage policy. Despite this, a check in agent imposed weights limits that do not appear anywhere on Iceland Air website, claiming that my carry-on must weight exactly 6 kg and my personal item 3 kg. these rules were applied arbitrarily and only to me.
as a result I was - forced to pay £69 for check in baggage, made to repack my belongings in front of other passengers! out in a stressful and humiliating situation.
At the airport before boarding I checked with staff - and they confirmed that the rules are: 10 kg for carry on bag + personal bag!! And been advised to reach out to customer support for refund. Idid it - straight after flight, requesting ti review the case. Iceland air refused any escalation, refused to review staff conduct, and stated that airport staff decisions are final even if they are incorrect or based on made up rules!!
This was clearly not the case for me of breaking the rules (I fly too often to not know the rules, this was my 5th flight in April!!) - it was a case of staff misapplying or inventing them, and Iceland Air standing behind that behaviour without accountability.
Extremely disappointing customer service, lack of transparency =, and no willingness to correct a clear error.

Terrible company and policies. On the way to JFK they departed 1.30h late and didnt even comunicate to the connecting flight about us and many others, mind you it was another Iceland air flight. The food is terrible, even for plane food standards. On the way back said my carryon was too big even tho on the way there was perfectly fine and does easly fit under the sit. Generally terrible customer services, especially for a company that argues to be better then easyjet ecc. but it might be worse.

Icelandair made a huge campaign based on showing GREAT PRICES. Now you look for a ticket from USA to Europe and it's EUR 1800 one way. So was the campaign of good prices a lie? This makes you unreliable.

Icelandair is the most ghetto airline I’ve ever bee on- worse than frontier.
The gate agent kept my passport cover and wouldn’t acknowledge me when I tried to get her attention to ask for it back. The stewardesses wouldn’t help either. The only complimentary drinks they had were water, tea, and coffee. The tea was disgusting and even though they offered cream and sugar they only gave cream. No complimentary snacks at all, even on the long overnight flight. The tray table was visibly soiled and disgusting. The passengers were even worse. They were hella loud and obnoxious during quiet hours, and wouldn’t bring the volume down even after being asked bc there were babies around us trying to sleep. Needless to say, they woke up the babies who then screamed for a lot of the flight.

Really disappointed in your customer service. My dad booked a flight for my sister and I to fly from the US to Munich using the third party Orbitz (also horrible). We had a connecting flight through Iceland. Fast forward the day before the flight, I was able to check in to our flight. A little exclamation mark icon appeared next to my sister’s name, and we received 3/4 boarding passes. Her pass for the first flight was not received and a message appeared saying “pick up boarding pass at airport counter”. The day of the flight we arrived 2 hours early to pick up the missing pass. Icelandair said she wasn’t allowed to fly due to EU laws because her passport expires June 2026. Icelandair customer service was terrible, claimed the tickets were not transferable or refundable, even when the situation was outside the traveler’s control. I spoke with Orbitz, too, who also called Icelandair to see if they could provide a transfer or refund; the airline said no because “the EU law is written on the airline’s website and the airline’s rules state all travelers must have documents and passports in order by the day of their flight”. I pointed out that I was unaware of that since the tickets were booked through Orbitz, not the airline website, and that EU passport law is not explicitly stated on their website; therefore this was unavoidable. This lack of accountability and shift in blame onto the travelers is unacceptable. They basically scammed us of our money. Had this situation been handled differently, with more understanding of the situation and a willingness to help, I would have been happy to continue using Icelandair. However, I hope the $1,700 they kept in this situation is worth it, because they are losing out on customers that would have given them even more business. My family will no longer be using Icelandair and I will be spreading awareness to my friends to avoid using Icelandair. In the end, they will be losing more profit than they earned from our situation.

Iceland air operates a virtual monopoly and seems utterly unconcerned with addressing its poor customer service.

This is in stark contrast to the country itself which is highly organised, cooperative and safe.
I dearly wish to visit Iceland again but I would rather swim there than use Icelandair.

My review to Icelandair customer service has of course been ignored.

Account of the disastrous flight below if anyone is interested.

Waiting for take off on our return flight from Keflavik to Dublin, the towing arm could not be detached, the air craft was damaged in its attempted removal. We were told to disembark.
No Icelandair staff were present to guide us on where or how long to wait. Apparently, an announcement was made before the apron busses returned to us to the terminal.
Staff at the Iclenadair desk were not helpful. Two further delays to departure were announced. I explained this meant we would miss our connecting flight to Liverpool in Dublin. Staff were unconcerned that I would be stranded with my Autistic daughter. She had a DPNA notice, at no point was any consideration given to this. Staff refused to transfer us to a later flight to Manchester.
When we eventually left, over two hours late, the onboard staff were at least sympathetic and allowed us to disembark first at Dublin, we had however, missed our connection.
Icelandair representative at Swissair desk in Dublin, offered no help. By this time my daughter was growing increasingly anxious that we would be stranded in Dublin, with no accommodation or flight.
Credit to Ryan Air for finding the last two seats on a flight to Liverpool that evening although this cost me a further e200.

The outward flight was also delayed, which meant we missed meeting our host at the accommodation, meaning a long wait outside in sub zero temperatures.

While travelling to Amsterdam from Toronto we faced significant delays. While returning from Amsterdam airport, Icelandair did not open their service desks on time, giving us no time to ask questions, ask why our bags weren’t going through their self service checks, we got delayed at customs, security etc despite being at the airport well before 3 hours of the flight departure. Considering the long travel ahead of us, the least that could have been done is to have a service desk available! We are frequent flyers and this was one of our worst airline experiences. Completely ruined the start and end of our trip!

airline staff is so rude. we were entering the bus zone to go into flight in fco and when i am scanning mine and my kid boarding pass my another kid ran thru the gate along with my first one after scanning one of the kids pass and one staff member came shouting at us saying how could you let them in you have to hold him with you in offensive way. i felt its very racistic as well. they are kids of course they will fight to get inside first. instead of shouting they could have just come and ask nicely to hold them with us or verify boarding pass again.

Booked an excursion and it was cancelled and they damaged my suitcase and wouldn't reimburse either.

The worst handling of luggage i have ever expended i fly frequently and in my business especially. I fly with SAS brittish,american airlines etc and always have the exact same bags with me, I haven't even experienced this in Ryanair (which by now i value more than icelandair after this experience) weighing base by the gram and by the centimeter it was an absolute joke and im more than happy to pay for what I should and I really do but this was horrible. Never using Iceland air again

From Helsinki to Iceland layover, there was no passenger boarding bridge, wasn't surprised. Long queue on passport control. Iceland to Vancouver, Our boarding 22B gate had us go down , and went through no machine boarding security check. Went up again, then another manual passport check. No passenger boarding bridge agan.

You have to pay for meals in economy.

I paid extra for emergency exit for extra leg room, but you cannot lean the seat back, the steward says it's because it's emergency row?

Paid CAD1800 round trip, don't think it's cheap!

Ought a flight nyc to Munich.
Before departure. Was informed that will be no WiFi on the plane. Let me not start even on the paid food.
Disappointing

We had no problems with the trip, and the staff were also kind.

We paid extra with Icelandair to sit together and have extra legroom on a long-haul flight. This wasn’t about luxury – it was essential, as one of us suffers from severe flight anxiety.

Shortly before departure, we were rebooked onto Delta Air Lines via Amsterdam.

And then everything fell apart:

The seats we paid for disappeared

We are no longer seated together

No help, no understanding

Someone with flight anxiety is now expected to sit alone next to a stranger

It’s hard to explain how stressful this is – especially when you specifically paid to avoid exactly this situation.

Yes, flight changes happen. We understand that.

But removing both comfort and a sense of safety, without offering any real solution or accountability, is simply unacceptable.

We expect a refund and compensation – but more importantly, we expect Icelandair to start treating their customers like people, not just booking numbers

I recently flew with Icelandair (booking reference BVF9LO), and this was my second trip with them in the past seven months.

First, I want to highlight the crew, who were consistently excellent on both flights. The staff were friendly, attentive, and highly professional, making the overall journey very pleasant. This level of service is clearly one of Icelandair’s strongest assets.

However, there is one area that could benefit from improvement: the inflight entertainment system. While there is a reasonable amount of content available (movies, series, and music), the way it is organized makes it difficult to navigate. Categories feel mixed together—different genres such as drama, action, and anime appear in the same sections, and the same applies to series and music. This makes browsing unnecessarily confusing.

Additionally, the system feels somewhat outdated. I noticed the same issues during a previous flight seven months ago, which suggests that it may not have been reviewed or updated recently.

Overall, the experience was positive thanks to the outstanding crew, but improving the structure and usability of the entertainment system would significantly enhance the passenger experience and better reflect the high standards of the airline.

Landed KEF airport after overnight flight from New York. Transferred onto KEF to LHR flight. We were stuck on plane for more than 4 hours before we were told flight cancelled . We were not provided with any food or communication from Icelandair which was a breach of duty of care by airline. We were then stuck in baggage reclaim for more than 5 hours and still no food or communication by Icelandair. Eventually transferred by coach for evening meal but no drinks provided so had to buy own drinks. Eventually taken to hotel where we were going to stay night. Not taken directly to hotel and told had to walk last bit with our own luggage. This was very dangerous as steep hill which was very icy . This again was a complete lack of duty of care and our safety was put at risk. When back in UK complained to Icelandair. It took more than 12 weeks for a response.

Hard to understand how this company is allowed to exist. Scammed me out of $900+ and stranded me in Iceland. My layover in Reykjavik was impossible to make due to the wait at border control. After having to respond to the accusatory service representative, she informed me my return flights were cancelled and would not be refunded.

Avoid at any cost! Embarrassment of an airline, unwelcoming staff, horrible and outdated seats, no blankets, no earphones ( pay for them ) no meal, only one time “service” if we can even call it service, pay for junk food on a long haul flight or stay hungry and dehydrated, how this horrible airline can be called a national carrier of Iceland?! NEVER EVER AGAIN! They don’t even deserve to be called low cost, simply DISGRACEFUL!

Der Rückflug wurde einfach gecancelt. Alternative Flüge kosteten immer extra, lange Warteschleifen in der hotline, irgendein Callcenter mit unverständlichen Call Agents. Wenn der Flug so wird, wie die Buchung, na dann gute Nacht. Werde ich nächstes Mal unbedingt vermeiden, wenn ich nach Island fliege.

Deceptive business practices and lack of professionalism
​Subject: Arbitrary cancellation to speculate on prices. Stay away!
​I am writing this review to warn anyone considering flying with Icelandair. My experience has been nothing short of disgraceful, revealing a level of customer management that is unprofessional at best.
​Here are the facts:
​The Bait: I booked a ticket well in advance, taking advantage of an attractive offer. The transaction was confirmed, and payment was processed.
​The Switch: Without any valid technical or operational reason, the airline decided to unilaterally cancel my flight.
​The Harsh Reality: Checking their website just days after the cancellation, the exact same flight is still available for sale, but at a price four times higher than what I originally paid.
​It is crystal clear that Icelandair uses "offers" as bait-and-switch tactics to secure immediate cash flow, only to cancel lower-priced seats and relist them at a massive premium when demand peaks. This is not the policy of a serious airline; it is a form of legalized scalping.
​If you are looking for reliability, look elsewhere. An airline that cancels a purchase contract simply because they regret a low price does not deserve a traveler’s trust. Saving a few euros initially isn't worth the stress of being left stranded.