Icelandair Reviews

I booked a 4 night package to Iceland about a month ago once the country opened up to vaccinated Americans. What they don’t tell you when you book is that you may have to spend the entire first 24 hours in quarantine in your hotel until your COVID19 results are in. They also don’t tell you that you need another test within 72 hours of departure (wasting at least half of another day). This should be made clear. A four day trip is not adequate for all these requirements.
I also discovered —on my own — that the hotel that I booked as part of my package is not even operating, and won’t be when we were to visit. No mention of this from Icelandair. What were they planning to do when we arrived in Iceland? We booked that hotel and upgraded our room to the top category because we had stayed there before. We didn’t want a different hotel, as the hotel is a big part of our reasoning to book the trip in the first place.
So I’m trying to cancel—but they don’t take phone calls when you book a package. You have to submit a form on their website and wait for a response. I’ve been waiting 10 days already. Called the main airline number again but they are no help at all. Now I’m up against the cancellation refund deadline. It’s ridiculous.
I will never book with Icelandair again, at least not on one of their packages which they provide absolutely abysmal customer service.

I have been trying to help my son claim at least a credit but preferably a refund for a trip he booked last summer which, of course, he couldn't take. The airline claims the flight still operated (but the borders were closed so even if it did go with some cargo that's irrelevant!) It was booked through a third party (which has since gone into liquidation) as an agent, and it clearly states on the ABTA web page that flights booked through an agent are refundable by the airline. Despite having sent this information to the airline several times, they refuse to help. If there was an option to give no stars or negative ones I would have. Alarm bells should have been ringing after reading the other reviews on here, to which the airline has not even had the decency to respond. I intend to publicise this further and through as many channels as I can find unless they do the right thing by us and all the other customers who have complained similarly

As a Long time traveler i have always had a good experience with this Airline and good service.

this filthy airliner is a crook! no refund so far, only automatically generated emails saying they are sorry for the delays in processing refunds. customer service ignores your calls.
well, if covid19 didn't kill your business, suing you will definitely finish you! refund money to customers! bad - worse - the worst!

TERRIBLE AIRLINE. They don't even serve meals on long haul flights despite being a national air carrier. You've also got to pay extra for earphones. On top of this, i was harassed, profiled and treated like a criminal despite providing my passport and documents. If travelling to North America, I suggest taking another airline that cares about its customers.

The worst customer sevice you could ever wish for. They wont talk to you but ask you to email. They cancelled our Iceland Holiday due to Covid in September 20 and wont offer a refund but only a credit note/voucher? When you do email you only get an automated response. They WILL NOT speak with you directly. Very bad Icelandair and never again will we book with you. A shower of sh!t

Tried calling up to change my flights as we were supposed to be travelling in December and it's not looking like we will be able to. Rather then waiting and cancelling, I thought we would try our look next year in Feb. I was told I could only change my flight to a date prior to 12th Jan 2021 because I get a year from booking to redeem my flights. So I reluctantly considered a credit so I could rebook - 6 weeks wait time on a credit!! By then they could have gone under or flight prices could have shot up. So I'm stuck waiting to see whether the flight will be cancelled. I doubt the rules in Iceland are going to change in the height of winter so I am just having to come to the realisation that I'm not getting that money back. I did ask to speak to a manager or complaints team and the advisor said there wasn't any.. isn't looking good for them (or me). Do not book with them.

It´s a Scam company
It´s been 6 months and I did not get my refund yet. every time I call them they said nothing helpful except keep me waiting. And in the end, they cut the call.

Our flight DK to US got cancelled back in late June (as expected). Claimed a refund (no voucher) for the full amount after cancellation of the flight was finally announced by IcelandAir.
Have during last 2 months received a number of generic mails with updates, and yesterday the final refund confirmation arrived. We now have our money back on the creditcard.
Under the circumstances given, I am perfectly happy with the service of IcelandAir. I will for sure use IcelandAir again when the world turn back into normal. Thank you!!

Due to fly New York to London on 16 March but unable to get confirmation flights would take off from them or agent Jetline aka Mail Travel.
Had to spend 1400 USD to get home via Dublin.
BA and Virgin wanteD 3000 USD economy single.
Small country, nice place but awful customer service.

My Iceland flight was cancelled in March. Now it is August and i still have not received a refund. They also no longe respond to my emails. That is a poor performance.

Same here. Paid $2,000 in june for a july flight. They cancelled and still haven't refunded us 2 months later. Credit card charged interest on money Icelandair is holding. I'm thinking of a lawsuit. We should get a class action going.