Review Time
I am extremely disappointed with how my baggage claim was handled. My new luggage was completely torn apart during transit. I reported the damage immediately at the airport and submitted all the required documents promptly.
The suitcase cost me $840, and despite providing proper proof of purchase and complying with every procedure, the airline offered only $100 in compensation. That amount does not come close to covering the damage or replacing the bag.
It is unacceptable that such a major airline cannot take responsibility for clearly mishandled baggage. Very poor customer service and an even poorer resolution process. Truly disappointing.
Undoubtedly the most disappointing long-haul flight I've ever experienced. They do not offer in-flight meals. Headphones for the entertainment system are not provided. These are standard offerings with reputable airlines, yet the company charges extra for them. Wi-fi is available for a fee, which is understandable, but the connection quality does not justify the cost. The legroom is insufficient. I couldn’t even fit my bag under the seat in front due to the poor design (a large metal box in the way), which also makes the seats uncomfortable. The boarding process was chaotic. There was no organized group boarding; it was just a scramble. Overall, it was a terrible experience. I strongly advise against flying with them for any long-haul journeys.
The fees and their application are utterly ridiculous, showing no regard for partner airline status. It's completely unreasonable. They charge for seats, which is acceptable, but if you need to switch to pricier seats, they won't refund the initial fee. We had to move to the front due to tight connection times. Additionally, their definition of a roller bag is slightly different from other airlines, allowing them to impose fees at the airport. They also take the largest duffel bag first, making any repacking of roller bags impossible. Thankfully, there are other more reasonable airlines available, so I recommend choosing them instead.
Their fees and the implementation of the fees is just absurd. No respect for partner airline status. Nothing reasonable. They will charge you for seats (fine) but then not refund the original seat fee if you move to different, more expensive seats, which we needed to do as had to move to front as connection timing was tight. Then their definition of a roller bag appears different to any other airlines, just fractionally enough that they can hit you up for fees at the airport. Another good trick they do is to intake the largest duffel bag first before the scam begins making any repacking of the roller bags impossible. Fortunately other more reasonable airlines exist, so use them instead.
No food on a 6+ hour flight included in tickets costing over $1500.Charged me $130 to check a carry on bag at the check in counter because the flight was full. I have NEVER experienced this from any other airline. If the flight is full and they can’t fit your bag then any other airline checks it for you for free at the gate as standard.They are the very epitome of a greedy airline looking to get every single sent out of you. Disgusting.NEVER flying with them again.
We, a couple, paid £40 extra for extra legroom seats next to each other. At the gate to board, they told me I was on standby (my partner wasn't??) and they then put me on the plane, last, in between two strangers, many rows behind my partner (who got the seat he had paid for - in the exit row. The person in the seat I was meant to have had a broken arm - which I would think is unsafe for an exit row). When I then requested a difference, they said they would look at the difference in seat prices. I would never ever have paid to sit in a middle seat away from my partner, absolutely insane Iceland air do not care about customers, at all
I have traveled all around Europe on many budget and non budget airlines (Easyjet, Ryanair, British Airways, Lufthansa, Aerlingus, Aegean) and Icelandair was by far the worst! It is the most budget you can find. As with other budget airlines, your carryon must be a limited size. Easyjet and Ryanair and others all have metal labeled containers where you insert your bag in to see if it fits. Not Icelandair, No! Instead they have a CARDBOARD BOX that you can’t push your bag into because it might rip. And it is smaller than their listed size of 55x40x20. My bag always fits into Easyjet's smaller size of 45x36x20. I have flown it numerous times with the same bag (I legit flew easyjet last night from Lisbon to London and haven’t changed anything in my bag). So how does it fit in the smaller sized containers and not in Icelandair? The reasonable conclusion is that Icelandair's cardboard box is smaller than their posted size. So, they required that I pay £101. If that's not a SCAM, then I don't know what is. They know that you are at their mercy at check-in. You have a nonrefundable ticket and clearly aren’t going to leave your bag behind so you are forced to pay the excessive fee of £101 ($141). I only booked on Icelandair because I thought it would be fun to have a layover in Iceland as opposed to another city I’ve already been to. However, Keflavik airport is such a mess! It was impossible to even get food before my next flight boarded due to the crowds. And of course they don’t offer any food or drinks onboard unless you pay. It’s just a terrible airline in many regards: unfriendly staff, uncomfortable seats, overly crowded airport, and most importantly, scamming people for additional revenue upon check-in.
This is in all regards the worst airline experience I have ever had. Icelandair managed to lose both of my checked in bags in Vancouver, despite the fact that I checked in 3.5 hours before departure. I have since received one of them, but my other one remains unaccounted for. I have called their incredibly unhelpful phone line 2-3 times each day since it happened, and they are so incredibly unable to and unwilling to offer assistance. All they do is to immediately blame the bagage handlers and state that they can't do anything. At the end of the day, Icelandair is responsible for the bags which they seem to forget. 0/10 experience, and I will never in my life fly with this airline again, and I would certainly discourage everyone else from doing so as well.
Terrible airline. Paid 100 dollars for extra legroom only to be told in the email confirmation that it was a non reclining seat. If this had been advertised as such I’d never have ‘upgraded’. I called customer services to request a refund but no, no refunds ‘company policy sir’. The rude customer service agent called Arnold (753AA) was unwilling to help or offer any solution that didn’t involve me paying more money. Avoid this airline like the plague.
I got told by the purser that because no one else complained my complaint about ice cold food in business class was not valid, and since I got annoyed the pilot was standing there casually telling me we didn’t get amenity bags and had to beg for it because climate change didn’t existed (sarcastically of course). It was the worst business class I have ever experienced,Amsterdam -New York via Keflavik. Rude staff, dirty planes, cold and not edible food, above all rudeness of the staff, never had such an experience before and usually not a person that complains easily but this was -10/10, first and last time with this airline. My god, like they hate you for flying with them….
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