Office Address:
Reykjavík Airport
101 Reykjavík,
Iceland
Support:
Phone:+354 5050100 (booking)
Email:sales@icelandair.is
About Icelandair
Icelandair is the national airline of Iceland. Operating from its main hub at Keflavík International Airport, the airline flies to some 50 destinations in Europe and North America. Icelandair has codeshare agreements with Aeroflot, Alaska Airlines, Finnair and JetBlue Airways. Part of the Iceland Group, the airline began operations in the year 1937.
Cities where Icelandair operates its flights include Amsterdam, Barcelona, Birmingham, Brussels, Frankfurt, Geneva, Glasgow, London, Madrid, Manchester, Montreal, Chicago, New York, Seattle, Toronto, Washington DC, Copenhagen, Helsinki, Oslo, and Stockholm. Tickets can be booked on the website using major credit cards. Besides flight, fliers can also book for hotels, cars and vacation packages.
Once a booking has been made, simply login on the website or call the customer service to add or change the itinerary. Online check-in facility is available besides tools to see the routemap, schedule and flight status. Icelandair flights have three cabin classes – Saga Class, Economy Comfort and Economy Class. Saga Class and Economy Comfort passengers can carry two hand baggage with 10kg each max weight. Economy Class passengers are allowed only one hand bag with max weight of 10kg. As for checked baggage, while Saga allows 2 bags weighing up to 32kg each, Economy Comfort and Economy Class allows 23 kg each. Excess baggage can be carried for a fee paid online or at the airport counter.
Like to pre-order a meal? You can now choose and order your favourite dish online. As for entertainment, Icelandair cabins come with personal screens with latest in movies, TV shows and music. Also, wi-fi has been activated in several airplanes of the Icelandair fleet. If you are a frequent flier, register for Icelandair Saga Club. It is the frequent flier program that helps members earn and redeem points. Members enjoy a range of other benefits such as excess baggage, lounge access and priority check-in and boarding.
For more information or queries on booking new ticket, refund/cancellation, lost baggage, group travel or others, speak to a Icelandair customer service representative.
We will never fly Icelandair again. We got our flight cancelled due to over booking. Our family of 6 were all on the same flight. 2 members were able to get on the delayed flight while 4 of us were rebooked on a terrible route the next day. We called and got no help . We were just told lots of people want to fly. Called again and got another lady that was of no help. We drove to the airport to ask for help and the service counter lady had no idea about anything. A guy came over and said call customer service. I told them we did. We were then told to have a nice trip. We will lose a whole day of our trip and be exhausted with the new route they choose. As we were told we could not change it. Shame on Icelandair for ruining our family holiday.
I traveled to and from Reykjavik and Denver , arriving back 48 hours ago. I have flown a fair amount over the years, but have never seen a checkin boarding take so long and be so chaotic. Surely there is a better way! There was no queue or ropes, or chairs, or jetway down at at D-26. We arrived in plenty of time, and, after four levels of security and showing our passports, we found ourselves in a wide open area, mixed in with people waiting for 3 other international destinations. There was some guy floating around with a green pen to check ids one more time. With no clear direction (load from back to front, or front to back, or seat number!), we were moved like sheep onto busses and driven to the airplane. That was not the problem! Nobody was in any kind of order, so I was dropped off at the back of the airplane to find “9D”. When I found it (I was on the last bus) there was no overhead space, nOT FRIENDLY ATTENDANTS, basically said too bad start looking. The boarding took over an hour. There was no need for it to be so bad. Fix it! Extremely poor service and organization.
Reading through the comments, I cannot find a positive comment for Iceland air, but i have to 100% agree with all of them. By a country mile, THE WORST customer service i have ever experienced. Sheer ignorance, which is horrible considering that Iceland Air represents Iceland with such nice and welcoming people. My wife and I have been waiting almost 6 months for a reply on refunds for a cancelled flight. We have not yet received ANY sort of acknowledgement whatsoever. I have experienced some bad services before, and 9 times out of 10 i would never bother commenting, or complaining as the service provider makes at least an attempt at resolving the issue in someway shape or form. Iceland Air have made ZERO effort in so much as an email to say they were looking into the issue. We are both out of pocket for almost 6 months with an issue that was entirely Iceland Airs fault. 100% worst service i have ever experienced. Again, it is terrible that people could associate Iceland Air with the Icelandic people, as they were amazing and so accommodating. I demand you respond to this by the email provided and refund me MY MONEY for YOUR MISTAKE.
Zero Stars 0 out of 10 0% satisfied with your service.
Took Iceland air for the first and last time this July 2019. I found out after I booked that I had to pay extra for baggage. Had I known this I would have quickly realized this is not the lowest cost airline as it presents itself. I paid for the baggage then when I was returning home the Iceland air rep tried to say I didn’t pay for my luggage glad I saved the email receipt otherwise good luck trying to get the money back. Oh this was not all. I pre-ordered food for both ways on the trip. On the first leg I had to show the flight attendant the receipt with my order to even get food then was told the items I ordered Chicken Caesar were not available so I had to settle for pizza (which cost less). Then on the way back same issue what I ordered was not available again I had to settle for something else. Not sure why I pre-booked the food if they cannot provide it.
This airline shows a lack of understanding and customer care for their clients. I have traveled a lot and this is far the worst airline ever.
The website boasts Values “We Care”, “We Think Clients” and “We Drive Results” are all lies.
My wife and I originally purchased a flight to Iceland and spent $280 extra on top of my ticket price to get the seat with more legroom, but due to work circumstances I had to change my ticket, I purchased a new ticket and asked Icelandaire to apply $280 from my original ticket to my new ticket which was declined, regardless I still went ahead and spend another $280 to get new seats. Now I am out $280 because of some policy.
I believe the airline could have handled this much better and compensated me in other ways instead of brushing me off by insulting me with some policy even after I spend more money on a new ticket and seats. I am not impressed with this airline. Avoid them if you can.
If this airline represents the country I am not looking forward to Iceland at all in May. Regards Cledwyn
I am waiting for a response from anyone with regards to our flight which was cancelled on 17th Dec from KEF-MAN.
We are still out of pocket for the flights and expense we incurred whilst on a 24 hour flight cancellation – this is now 8 months on and we are still out of pocket £604.59 which our insurance will not pay out unless you do the right thing and respond telling us you will not pay out instead leaving us with no acknowledgment! I’m left disgusted along with all the other passengers who have experience the poor service and response from Icelandair.
I made seat assignments three day ago. My agent said she would email me the itinerary. It did not arrive. Pleas email me same. I have requested isle across for two passengers The ticket number I received was PMHA7M. thank you.
We flew with Iceland air yesterday from Copenhagen to Toronto via Reykjavik, Booking number SF8FAH. Martin and Louise Wittmann and Arnold and Lori Schwarz. We checked each one pc of luggage and were charged 656 DKK which translates to approximately $81.00US.In our email from your office regarding our Trip Reservation it clearly states in your baggage Policy that you charge for the first checked bag $25,00 US. All our bags weighted under 50lbs. We complaint to your ground personal without resolve. We have the receipt showing our payment. Please resolve these grossly overcharges by refunding the amounts charged over the $25 US per checked bag. Thank you
Very poor customer service. I should not be in a queue with 36 people ahead of me. I have written to you through Twitter and received no answer. Last time I will use Icelandair. It used to be good but that was in the past. You are cheaper than other airlines but, as they say, you get what you pay for.
Our family of six (all Canadian citizens, 3 of us carrying Canadian passports, and 3 with German passports) arrived at Oslo airport to fly with Iceland air to Vancouver Canada on March 20th. Three of our children did not have Canadian passports, and were travelling on German passports. The check in person informed us that they would need eTA to enter Canada. I explained that they were Canadian citizens (who are not eligible to apply for eTA), but the check in person insisted that she could not allow them to board with out this visa. We proceeded to apply online for the Canadian visas for them, which were denied, as the children are registered Canadian citizens. I pleaded with the check in person to allow us to at least fly to Iceland, as I believed that we could have this problem sorted out before out flight was due to leave for Canada 5 hours after we would leave Oslo. We were denied this option, even though I said I would sign a waiver to agree to be responsible for our return back to Oslo if we were not able to get the visa situation sorted. As one of our children had a Canadian passport, my husband and daughter decided to board the flight, and assumed that the remaining 4 of us would be put on the next flight with Icelandair to Canada.
While still at the airport, after our flight left, I finally heard back from Iceland air (who we had been trying to reach the 2.5 hours before out flight left Oslo). I was informed that as the 4 of us were not on the original flight, our return flight (from Vancouver back to Oslo) would be cancelled, and they would only refund us the taxes. I explained that I did not want this and that I would like Iceland air to put us on the next flight and that we wanted to keep our return flight. This request was denied, and no option for taking another flight to Canada was offered.
Meanwhile, the Canadian Embassy had issued a special authorisation for my sons to travel with their German passports.
As Iceland air would not put us on the next flight, my three sons and I had no option but to return home (in Oslo).
We ended up buying 4 new flights to Vancouver with KLM which left Oslo three days later on March 23rd.
I am very disappointed that Icelandair would not accommodate us in any way, and also their customer service was extremely difficult to get a hold of. In fact a week prior to our original flight I called several time with no response and eventually tried using their chat service to request to change our flight date. I received a response 4 days after my original request.
We would like to be reimbursed for the four return flights to Canada in some way. Ideally I would like to receive four return flights to Canada, as we have paid for, or at the minimum 4 return flights from Oslo to Iceland.
Please get back to me with an answer as soon as possible.
I am beyond disgusted with the complete lack of customer service Icelandair has demonstrated.
Our flight was cancelled from Munich in December with no notice. We were lied to repeatedly at the airport and they closed the ticket counter and gate desk and left everyone there with an 800 # that never got answered.
They did not rebook us, did not provide a hotel THEY DID NOTHING.
We have since submitted FIVE requests for reimbursement with documentation. Today we get another email from Viktoria telling us that they cannot process without documentation. REALLY? We have uploaded, faxed and emailed. Of course they do not answer their phones and I am again sitting on hold (1:46 minutes and counting) just to try and speak with someone.
No one answers their chat for days.
What an abomindable excuse for an airline.
Icelandair’s customer service sucks!!! I have been waiting since 31 Dec 2017 for a response to a claim lodged for costs associated with a flight diversion due to mechanical issue with one of your aircraft. My son had two claims. None of three claims have been adequately addressed and the customer services response to my son claim is nothing short of offensive. I have a claim number 63262 in my name and despite repeated emails seeking an update I have heard nothing.
I am money out of pocket, a days vacation was stolen and a 12 hour journey turned into a 36 hour marathon
Please can someone make contact before I have to resort to social media to get my message across. I can assure you that this will not be a pleasant experience for you – try explaining 1 ground staff person attempting to manage a flight with over 300 people on it – followed by “I am not authorized to actually do anything!” The social media network has little nice to say about your customer services management so I will be adding just a little more fuel to the fire.
Checking on status of case # 00017481. I booked tickets through American Express and was told it was an economy class not lite. Need to check luggage. Thank you.
Good morning I am hoping someone will respond to this message. I have called several times, with a very long hold time. After a few days and several times I finally got to talk to Margaret. I was on the first flight of Icelandair from Philadelphia to Reykjavik. As you know half way there we were turned around to Boston. I missed my excursions in Denmark and also was charged for a hotel room, not to mention my visit of that country. I am looking for compensation. How do I go about it? Thank You, Dawn Cagle