Icelandair Customer Service Issues

Our flight on October 19th was canceled, resulting in a 24-hour delay, causing us to miss our plans for the 20th. After waiting in line for over 2 hours, we received limited information and noticed no Icelandair staff to assist. The delay has been unprofessionally managed, and the lack of support is frustrating. Unfortunately, the 1-[redacted] line we contacted for help, advertised as 24/7, was closed from 10:00 p.m. to 2:00 a.m., which isn't truly round-the-clock assistance. We urgently need a timely resolution, whether through an alternative flight with Icelandair or another airline. Considering the costs incurred from missing a vacation day, we request full compensation. We hope for prompt action to rectify this situation and restore our lost day. Your immediate attention to our concerns is greatly appreciated.

Icelandair recently canceled my reservations without any explanation or compensation. This has affected my connecting flights, and I am disappointed by the lack of options provided. In the past, I have enjoyed flying with Icelandair and appreciated their service. However, the current situation is frustrating. When I contacted customer service, I was connected to someone in the Philippines whom I had difficulty understanding. I am reaching out for assistance in resolving this issue. Your help would be greatly appreciated. Thank you.

I purchased a Saga class ticket from Denver to Tegel for a journey on November 3, [redacted] at 16:35 with flight numbers FI [redacted], FI [redacted], and SK [redacted], and landing on November 4, [redacted] at 14:05 in Berlin Tegel after layovers in Reykjavik and Oslo. Unfortunately, my baggage has been severely delayed. I am in need of assistance to acquire essentials and have my luggage delivered to my current location for the duration of my stay. I have reached out to Iceland air but have not received a response since Sunday, 4.11.[redacted]. After filing a claim with Aeroground at Tegel Airport, I was informed an hour later that my bags were then in Oslo and later sent to Stockholm, Sweden on Monday. With sentimental items inside, I am anxious about their safety. Your prompt attention to this matter is greatly appreciated. Best regards, Cody B. Contact: Katharina B. at +1 [redacted] or myself on my temporary German phone at +49 [redacted]8. Email: [redacted]

I purchased my ticket back in September. In October, Icelandair changed both my departure and return flights, causing me to miss my deadline to get to Brussels and return to work in Tampa. The customer service representatives I spoke with seemed to all be non-native English speakers, which made it difficult to understand. My flights were originally booked for January [redacted]. Both flights have been cancelled by the airline, and I had trouble comprehending the information provided when I called. I am seeking a full refund as the airline's schedule changes have inconvenienced me. I based my purchase on the original flight times shown on my electronic ticket, and as Icelandair cannot uphold these schedules, I am requesting a refund.

Our travel agent contacted Icelandair regarding our tickets and baggage allowances, but there was a mix-up. We had a total of 6 tickets, with one for Chase Bizarri that included a checked bag while the rest were the same. When inquiring about Antonio Cardosa's ticket, Icelandair mistakenly referenced Chase Bizarri's ticket and incorrectly stated that Antonio had a free checked bag. We were informed by our agent that we had complimentary checked luggage, only to later find out that this was not the case, leading to unexpected charges. Despite our multiple complaints and calls to Icelandair, they are not accepting responsibility for the error. We have email proof of their communication directed to Antonio Cardosa. Case numbers [redacted]9 and [redacted]6 have been filed to address this issue. The confusion arose because Icelandair associated Chase's ticket number with Tony's ticket, which resulted in incorrect information for Tony (Antonio). I seek assistance in resolving this matter. Sue

Booking reference LPT66T for the Bell family, traveling from Glasgow to Reykjavik to Vancouver, was made in April [redacted]. In July [redacted], a schedule change was notified, and e-tickets were issued in September [redacted]. Unfortunately, the family's seats on the Glasgow to Reykjavik flight were changed from Row 10 without consultation. Despite attempting to resolve the issue through online chat and calls, encountering difficulties, the problem only became apparent during online check-in the night before the flight. The online agent mentioned that Row 10 seats on the Glasgow to Reykjavik flight are chargeable, even though all charges were settled during the initial booking. Brenda assisted via online chat, suggesting that the early booking might be the reason for the payment not being visible. The Glasgow seats have been resold, and there is uncertainty about the Reykjavik to Vancouver seats. Brenda mentioned a potential issue with payments not showing on the system and inactive links in reservation emails. Compensation is sought due to the stress caused by the situation, especially as the reserved seats were crucial for traveling with a child. Hopes are for a smooth administration for the return flights.

After booking my flight through Priceline, I visited the IcelandAir website to manage my booking. I noticed that my name was displayed differently on their website than on my original Priceline confirmation. Even though I attempted to edit it, my name appeared combined without a space between my first and middle name. This raised concerns about whether it needs to match exactly as per my passport. Despite my USA phone number being entered correctly with the (+1) extension, I observed the website changing it to American Somoa (+1) upon saving. Although the actual number remains the same, I am uncertain about the impact of this adjustment. My main worry is ensuring that the discrepancies in my name details will not affect my ability to board the plane.

My daughter's Icelandair flight from Cleveland, Ohio to Berlin, Germany, scheduled for May 19, [redacted], was canceled by the airline on Friday, April 5th. The email stated she is eligible for a full refund. I am seeking advice on how to speed up the refund process. Your swift assistance is highly valued, as she had to book a more costly flight. Thank you.

After speaking with Ms. Nelwen, a representative from Icelandair, I submitted the damaged baggage claim twice via [redacted] The emails were sent on March 4, [redacted], and March 30, [redacted], as I received no response when trying to reach out. The email addresses used were [redacted] Despite this, there has been no response to our claims yet. Our booking reference number is WEEM3A, dated November 19, [redacted]. It has been a prolonged issue since December 26, [redacted], and we urgently seek a resolution.

My flight from KEF to SEA was canceled yesterday, April 12th. Icelandair rebooked me for today, which was also canceled. My travel agent mentioned they can't access the ticket as Icelandair has taken control. I must arrive in Seattle by late Sunday. Unfortunately, my travel agent informed me that Sunday and Monday flights are full. I'm looking to fly to Denver on Sunday, as the website indicates available seats, and then onward to Seattle. I've been trying to contact Icelandair through [redacted], but it directs me to a recording before disconnecting. The local Reykjavik number (50 50 [redacted]) gives a busy tone and then disconnects. Another local number, [redacted], put me on hold for two hours on two separate occasions before disconnecting. All I need is a way to reach Icelandair, whether by email, phone, or text. Any assistance would be greatly appreciated.

I am requesting permission to cancel the second leg of our upcoming trip (reservation details below), specifically "16 May 07:40 Flight FI500 Keflavik to Amsterdam." We recently learned about Icelandair's stopover policy after booking our tickets. We would like to modify our itinerary to spend some days in Iceland. We intend to purchase separate one-way tickets for the later leg from Keflavik to Amsterdam at our own cost. Kindly consider reallocating our seats for the 16 May Flight FI500 from Keflavik to Amsterdam to other passengers to prevent wastage. We plan to keep all other segments of our trip except the one mentioned above. Thank you for your understanding. Chaoyang Zeng Booking reference: ON3KFW Ticket number: [redacted][redacted] Lin Ma Booking reference: ORQ9JA Ticket number: [redacted][redacted]

Hello, I'm a U.S. travel agent who needs assistance with changing the names on tickets I issued yesterday. The locator for the booking is MSXJSC for a party of 2, not the Power family as I mistakenly entered, but for William and Lori Vezina. I've attempted to resolve this with reservations, who directed me to contact travel agency sales. Amidst my efforts to rectify the mistake, I considered canceling and rebooking, but those specific flights are currently unavailable for the travel dates of Oct 14-18. I have reached out to Iceland Air, where a representative mentioned that these flights are not open for sale right now without providing a reason. I urgently contacted travel agency support via email earlier today but have not received a response yet. It is crucial to resolve this promptly; otherwise, I will need to void the tickets, leaving my clients without confirmed flight reservations. I appreciate your help in facilitating the name change correction promptly. Thank you, Mike

Icelandair rescheduled my flight from Helsinki to Keflavik for a later time without adjusting my connecting flight departure. Despite available partner airline options, they only gave me the choice of canceling or changing to another day. The call center refused to let me speak to a manager, claiming they don't have supervisors, and even hung up on me twice. The customer service experience was extremely disappointing.

I am requesting that the $76 per bag fee be honored for an additional bag for a total of $[redacted] (one bag from IAD to OSL and one bag from OSL to IAD) since my online request did not process correctly due to a system error on your end. Two days ago, I tried to add the bag to my ticket, my card was charged, but I did not receive a confirmation. After speaking with a representative today, they mentioned the initial request failed on the booking's end, so I needed to submit the request again. Although I was assured that the first charge would not go through, after waiting over an hour and not receiving confirmation, I called back and was informed that the charge did not go through again. The representative informed me that I would have to buy the extra bag(s) at the airport for $[redacted] per bag, even though the error was on your end. I believe it is unfair and would appreciate if you could honor the original $76 per bag fee as this situation was not my fault.

I have a flight from YUL to BGO with a layover in KEF booked for this Wednesday, with Flight FI-[redacted] and Flight FI-[redacted]. Due to issues with my host in Norway, I no longer have a reason to travel there. I am hoping for a refund on my ticket, or if that is not feasible, I would like to explore the option of changing my destination from KEF to BGO for a different location. My ticket was purchased through a third party, airtickets24, but they have not been responsive, so I am reaching out to Icelandair directly. I understand this might not be the most common reason for a cancellation request, but I am eager to avoid losing the money spent and find an alternative destination. Thank you for your help.

During my recent travels in Bergen, Norway, I encountered a situation at the security checkpoint. A security official asked me to empty my pockets due to a signal triggering their attention. Upon complying and passing through a different detector, all was well, but my iPhone was retained for further inspection. Unfortunately, in the hustle of preparing to catch my next flight to New York, I forgot to retrieve my phone. Onboard the flight to Newark, the Icelandair crew kindly assisted me in arranging a meeting with a representative upon arrival. They collected details from my boarding pass and assured me they would follow up. I am anxiously seeking assistance in locating my iPhone, which holds invaluable memories of a trip with my daughters. Any help in resolving this matter would be greatly appreciated. Thank you, Kurt Blattl.

I am William Piner, and my confirmation code is S6AZ82. This morning, I encountered difficulty checking in online and obtaining a boarding pass. Subsequently, due to an accident on the George Washington Bridge, I was delayed and couldn't check in at the gate in time. Despite contacting an agent to explain the situation and request phone check-in assistance from Icelandair, I received no help. When I reached the check-in counter at 7:45 pm, the gate agents had already departed, preventing me from receiving a ticket for security clearance. The flight was delayed until 9:07, and had there been assistance, I could have made my original flight without issue. Regrettably, I missed a wedding in London because of this mishap and currently have no means of reaching London. I urgently need a one-way ticket back home.

During our recent trip from Seattle to Iceland on Iceland Air with my family (my daughter and wife), we encountered seat reassignments at the Seattle Airport which did not match our paid upgrade to bulkhead seats for $[redacted].00. Despite the upgrade, my wife and I were seated a few rows behind and I was placed in the back, middle seat for the entire 7-hour flight. Customer service has only offered to reimburse $65.00 for one seat, which is inadequate. Comparing this experience to my extensive travel history as a million mile flyer with American Airlines and several other carriers in the US, this level of customer service is disappointing. It is reasonable to expect a reimbursement of the full $[redacted].00 or at least travel vouchers for the inconvenience caused to my family because of this situation.

I am 80 years old and made a booking for my granddaughter's unaccompanied flight on May 9th. I usually provide my Visa card at the time of booking but was unaware of the specific payment process, leading to the flight's cancellation. The agreed price was $[redacted], and I have been unsuccessful in reinstating the booking despite speaking to multiple agents. I am seeking assistance from someone with the authority to reinstate the flight. The previous flight she took to Sweden with family was on Sunday night at 9:00 p.m., with ticket number [redacted][redacted]-4-5. I was given a customer service number, 1-[redacted], which I suspect may not be legitimate due to conflicting information about a new promotion. I would appreciate clarification on this matter.

Dear Reservations Supervisor, I am reaching out regarding our upcoming flights with Icelandic Airlines that have been impacted by the cancellation of flights to and from Edmonton. We are requesting a rebooking to accommodate our travel plans, which have been specifically organized around these direct flights. When I contacted your call center, I was informed that the only option provided was via YYZ with a significant layover in Toronto. This arrangement is not suitable for us due to the substantial increase in travel time and the resulting impact on our schedules and income. In order to address this issue, we are requesting a change in our tickets. One ticket (B) should be rescheduled to depart from YEG to Vancouver YVR on Oct. 8, and the other ticket (C) should depart on Oct. 10, both continuing on to Dublin on Oct. 11. This adjustment will enable us to visit our son and mitigate the inconvenience caused by the flight cancellations. For our return flight in November, we are prepared to cover the cost of overnight accommodation in Toronto and depart for Edmonton on Nov. 5th. I eagerly await your response.