Icelandair Customer Service Issues

On May 7, Martin Wittmann, Louise Wittmann, Arnold Schwarz, and Lori Schwarz flew from Copenhagen to Toronto via Reykjavik, Iceland. They were charged [redacted] DKK (Danish Krone) for 1 bag each, which was equivalent to $80.00 US. Iceland Air's emailed baggage policy states that the first checked bag (1 piece) up to 50 lbs costs $25 USD. Martin has receipts and the baggage policy to support this claim. They ended up paying more to avoid any issues with their luggage. Martin is requesting a refund of $[redacted].00 ($55.00 per person) from Iceland Air for the overcharged baggage fees. Martin can be contacted at 1 [redacted] or [redacted]

I need help with my changed flight reservation from Reykjavik to Boston on July 17. The new flight is now set to arrive later, at 18:50, instead of 18:05 as in the original schedule. I am concerned about the time needed for immigration and customs, as well as the potential delays due to the jet stream when flying westbound. I have a Jet Blue flight to catch for Atlanta at 20:55, which allowed a reasonable buffer with the previous arrival time but might be tight with the new one. Please restore the earlier arrival time or assure me that the new flight will not be delayed.

I flew with Icelandair to Europe recently. On the way from DIA to FRA, we were each charged excess baggage fees of $95. The clerk informed us that Economy customers were no longer allowed one checked bag each, a policy we were not aware of as frequent Icelandair flyers. We had to pay $[redacted] to board our flight to Germany despite the surprise. However, on the return flight from FRA to DIA, we were not charged for our bags, as we had been in the past. We believe the charges in Denver were incorrect and request reimbursement for the baggage fees. Travelers: George K. Wachs Jr, Sabine R. Wachs. Departure: Apr 23, [redacted] - Flight [redacted] from DEN to KEF; Flight [redacted] from KEF to FRA. Excess baggage receipt# [redacted]2. Return: May 14, [redacted] - Flight [redacted] from FRA to KEF; Flight [redacted] from KEF to DEN. We look forward to your response. Sincerely, George and Sabine Wachs.

Hello, My husband and I have a flight booked from Amsterdam through Reykjavik to Toronto on June 19th at 5:00 PM. We booked this through our travel agent on March 19, who initially said we were allowed one checked bag each. However, when we received our papers recently, we were told that Iceland Air no longer offers Economy Standard, only Economy Lite. I think there might have been an error during our booking. Additionally, we requested seats closer to the front and were given 16 A and B for the first flight and 27 A and B for the second leg. I would like to know if it's possible to switch to Economy Standard or a better class and what the cost would be. Also, we would like seats closer to the front if possible. I appreciate your assistance and look forward to hearing from you. We will reconsider using the same travel agent in the future.

I am looking to cancel an Icelandair flight that I booked through your website an hour ago. I understand that I can cancel within 24 hours without any fees and receive a full refund. Unfortunately, every time I try to call, I am unable to reach anyone as the line states the airline is busy and cannot accept calls. This is causing me a lot of anxiety as I need to cancel but cannot get through to anyone. The confirmation number for my flight is [redacted], departing from Boston to Finland roundtrip. I kindly request for the cancellation to be processed immediately without any fees and for a full refund to be issued to my card. Thank you.

As a travel agent, I made multiple bookings through Sabre using the following ticket numbers: MBGCQB, KUHCC5, MAGYFZ, M9AOD2, MBPD3Z, M9GQSH. These bookings were made around the time Icelandair introduced the new "economy lite" fares. However, there was no clear indication on the ticket records regarding this fare type or the baggage charges. When trying to access the reservations on Icelandair's website, I encountered errors and messages stating issues with retrieving the baggage policy and available services for the flight. Unfortunately, my clients were unexpectedly required to pay $96 per checked bag at the airport, which is significantly higher than other airlines. Given that most of my clients were high school students without credit cards, their chaperones had to cover these costs. Despite reaching out to Icelandair and filing a complaint with customer service, I have yet to receive a satisfactory response. The automated message I received confirmed my request with Case Number: [redacted]5, but since then, I have not received any further communication. Despite numerous attempts to contact them by phone, I have been unable to reach a representative. I am seeking a refund for the baggage fees charged on departure and requesting the waiver of baggage fees for the return journey.

I have a one-way ticket from Iceland to SFO (OG6N56) that I need to change to a round-trip. The new dates are August 13 for departure SFO-KEF direct flight and August 26 for the direct return KEF-SFO, for 2 adults and 2 infants. Unfortunately, my mother-in-law, who booked the tickets for her 70th birthday trip to Iceland, has been diagnosed with cancer, and we need to change the dates due to her surgery and radiotherapy. We are looking for the most cost-effective way to make this change, either through cancellation with a fee and credit for the round trip or a change fee. I have tried to contact Iceland Air multiple times via phone without success and also emailed customer support on 6/7/18 (#Case Number: [redacted]9) with no response.

I bought 3 tickets from Seattle to Zurich on June 10 at 4:30 pm, only to realize by 10 pm that I mistakenly selected dates when my daughter would still be in school during Christmas break. I learned from their website that cancellations made before 24 hours incur no fees and result in a full refund. Despite trying to call at 10 pm on the same day, I found the call center closed and was prompted to send an email through their Contact Us link, which I promptly did. However, I have yet to receive a response. Over the past two days, I have attempted to call their [redacted] number multiple times, but it consistently informs me that due to a high volume of calls, they are unable to answer. I am concerned about the lack of communication, but I hope my cancellation request within the 24-hour grace period will be processed without any penalties.

I have recently made a reservation for 2 breakfasts on flight FI [redacted] from Reykjavik to LGW on 11 June for myself and Lesley Cornell. Despite presenting my invoice to a flight attendant, the breakfasts were not provided. After inquiring, I did not receive a satisfactory response or my meals. Upon landing at LGW, I spoke to another flight attendant who apologized but gave no reason for the oversight. I kindly request a refund of £16.20 for the undelivered meals (one breakfast sandwich and one Hamburger Factory burger duet) and an explanation for this inconvenience. Thank you. -Lindsay G.

I have experienced a setback during my trip to the World Cup in [redacted]. After landing in Paris CDG airport on June 13th from KEF airport on Flight #FI [redacted], I discovered that my luggage was still in Iceland. Despite filing a claim and receiving a reference number #CDGFI15883 from Icelandair, my belongings have yet to be delivered, leaving me stranded in Paris without clothes or essentials. I missed my connecting flight to Russia and have been unable to resolve this issue with the airline, despite multiple attempts to contact them. The lack of assistance and communication from Icelandair has been frustrating, and I am incurring unexpected expenses due to this situation. I am hoping for a resolution soon.

Case number [redacted]9. My flight from Reykjavik to JFK on May 20 was re-routed to Newark, causing inconvenience. We lost a significant part of our last travel day, spent over an hour on the phone with Iceland Air, and had to arrange transportation from Newark to home. Despite a later available flight, we were told it was full, missing out on an upgrade. At the Reykjavik airport, our upgrade request was denied, accompanied by unhelpful and rude staff. I have filed a claim/complaint twice without compensation. Our travel companions received €[redacted] each, while I am still waiting. Unable to reach you by phone, I am disappointed with the customer service. Kindly address my concerns promptly.

To whom it may concern, on June 19, [redacted], I, K.P., was traveling with my daughter, C.P., and my disabled son, S.P., along with his service/emotional support dog. Our journey from Cleveland to Iceland, then Manchester, and finally to Rhodes, Greece, had a distressing setback. Although the initial flight to Iceland went smoothly with our support pet, we encountered a troubling situation on the Manchester flight. The pilot requested our removal due to the pet, leaving us stranded. Waiting for a solution from the Kiwi agency, I faced a heartbreaking ultimatum - to leave Iceland immediately or risk losing our pet. Under duress, I had no choice but to purchase return tickets to Cleveland for $1,[redacted].55 ([redacted],[redacted] coronas). Our carefully planned vacation was ruined. I am requesting a full reimbursement as all parties are accountable for this distressing incident. I hope for a prompt resolution and look forward to your response.

I encountered some issues with the meals provided during my flight on May 30th from Amsterdam through Keflavik to Boston. Despite pre-purchasing meals, they were not available on flights F1501 and F1631 under my confirmation TZ9ZMJ. The problem lies in the fact that I expected healthy salads with meat but was offered pizza or hamburgers instead, which not only did not meet my dietary preferences but were of lower quality. Another concern is the unexpected additional cost due to being charged in local currency with a foreign transaction fee, different from the currency of my flight payment. I urge for a reimbursement of the price difference between what was paid for and what was received. This experience has deterred me from pre-purchasing meals in the future. Contacting customer service has proven difficult through phone or chat with long wait times. Thank you, W. and H. MacNeil.

Our booking number is [redacted]. We attempted to select seating online, but encountered issues. We are requesting two aisle seats facing each other. Additionally, for the Iceland Northern Lights Getaway package, our names were not input exactly as on our passports. Please update Nancy Jane Burke-Sanow with a hyphen between Burke and Sanow and add James as Arnold Sanow's middle name if it was omitted. Each time we entered USA as our location, the site would default to American Samoa instead. It should reflect USA. Thank you.

Our booking number is [redacted] for Mr. Arnold Sanow and Ms. Nancy Burke Sanow. We attempted to select seats online but encountered difficulties. We would like two aisle seats facing each other. Please make this arrangement for us. Additionally, while booking the Iceland Northern Lights Getaway package, it did not instruct us to use the name as in our passports. Please update Nancy Burke Sanow to Nancy Jane Burke-Sanow, with Jane as her middle name and a hyphen between Burke and Sanow. Kindly add James as Arnold Sanow's middle name if it was omitted. When entering our location as the USA on the website, it was showing as American Samoa, which is incorrect. We are from the USA. We trust that Icelandair will address these issues correctly and fairly. Please confirm once this has been resolved. Thank you, Arnold.

On the 22nd of June [redacted], we departed from Dulles Airport in Washington, DC, with our final destination being Stockholm for a cruise. Our first stop was Keflavik, Iceland. Unfortunately, my husband left our passports and $[redacted] in cash on the seat pocket in front of his seat. Even though an agent from Icelandair tried to retrieve them, our documents were missing, and it seems like someone from the cleaning crew took them. This incident has completely ruined our vacation, as we had our passports with us when we boarded the plane. The Iceland police got involved and put us on the next flight back to Dulles Airport. We lost out on our trip to Stockholm, the cruise, tours, hotel, money, and created unforgettable memories. It's disappointing that our bags also did not arrive with us as expected. We hope Icelandair will take responsibility for this and provide us with a refund for all the troubles we have faced.

I am having trouble reaching Icelandair. I have sent two messages - an email on June 8th and a message via Messenger on June 18th to Hannes Reynir Snorrason regarding my travel plans with a reference number SDE9EX for August [redacted]. I haven't received any response yet. Could you verify if Hannes still works there? Thank you for your assistance. Alan E Highley Albuquerque, NM USA

I made a reservation following the standard American airfare booking practices, expecting a cancellation window until the following day at midnight. When I thought the fare dropped and tried to change it online, I inadvertently got charged an extra $[redacted] for a minor airport switch. I immediately called to rectify the mistake, but they declined without explanation. Even when asking to cancel within the American 24-hour guideline, Icelandic air's policy was different, denying my request. Despite reaching out to escalations and highlighting that this early cancellation wouldn't incur costs as it was far in advance, they still refused. I find their lack of flexibility and understanding unreasonable. Can someone offer assistance with this issue? I am a Platinum status member with American Airlines (member: 0FC9008) in case they have a partnership with Icelandic air that could aid in resolving this matter. Thank you for your help.

I believe Amazon's decision to revoke my seller account over a decade ago due to disputes with two buyers was unjust. Despite maintaining a nearly flawless seller rating on eBay with over [redacted] successful transactions, Amazon has failed to consider my appeal requests for reinstatement. This situation is incredibly frustrating as I have diligently tried to resolve this matter by contacting Amazon via phone calls and written correspondence, only to be met with silence. I am a dedicated and honest seller, and it is disheartening to be banned for such an extended period over minor incidents. I kindly request assistance in reactivating my seller account, as this ongoing restriction is unwarranted and burdensome.

During our recent trip to Iceland, your company lost our luggage on the way from New York to Iceland. It took 12 days to recover it while we were staying at the Grand Hotel in Reykjavik. We had to leave for a cruise departing from Amsterdam on Monday, August 6th. I tried reaching out to customer service but was kept on hold for long periods. When we finally spoke to a representative, they were unhelpful and could not provide any information beyond escalating it to a higher authority, which was frustrating. This incident significantly impacted our expensive vacation, and I am seeking satisfactory compensation for the inconvenience caused. I will be contacting customer service and considering legal action if the resolution is not satisfactory. - Harry LA Cva