Icelandair Customer Service Issues

Our flight was unexpectedly canceled and rescheduled, leaving us no time to cancel our reservations in Iceland. We were not informed of the changes regarding Flight [redacted] on October 5, [redacted]. If we had received notice, we could have avoided being charged for 2 nights in hotels and a car rental, totaling $[redacted].50. I hold Icelandair accountable for these expenses due to the lack of notification. - Irma D.

We experienced a medical emergency on 12/29/19 which caused us to miss our flight. Unfortunately, my daughter suffered a severe allergic reaction to food right before our departure time, and we had to seek medical help in Reykjavik. IcelandAir informed us that we had missed our flight and needed to change all 5 tickets to the next day, charging us nearly $3,[redacted] (US) for the change. We are kindly requesting some form of discount or refund considering the circumstances of our medical emergency in a foreign country. Our flight was F1631 from Reykjavik Keflavik Intl to Boston, MA on 12/29/19 with booking reference #OKB3WZ. Each ticket cost approximately $[redacted], and we hope for understanding and reimbursement from the airline. The affected passengers are as follows: - Thomas J Wollen - Thomas M Wollen - Allison M Wollen: Ticket number [redacted][redacted] - Madison M Wollen: Ticket number [redacted][redacted] - Maya E Wollen: Ticket number [redacted][redacted]

Our flight to Iceland was booked with Kiwi. I contacted their customer service to be alerted in case our January 20 flight was canceled. A Kiwi representative called Iceland Air and was informed that the flight was canceled. Once she notified me, I canceled all our Iceland excursions. Later, another Iceland Air representative admitted that the prior information was incorrect. Due to the short notice, I couldn't rebook our excursions. Despite calling Iceland Air multiple times, we were repeatedly hung up on. The first representative promised to verify the misinformation but hung up. The overall customer service experience was unpleasant, with rude and unhelpful representatives. We simply wanted a rebooking or refund for the inconvenience caused by the error. The refusal to acknowledge the mistake led to us canceling our Iceland trip, a special anniversary gift for us. The treatment we received was disappointing, and we hope the company rectifies the situation by refunding our London to Reykjavik flights.

I am seeking help for an issue I am facing. Trying to reach the Vacation Packages department via phone has been unsuccessful after being redirected to the wrong department. I have made multiple unsuccessful attempts to contact them through email, given the canceled flights for my vacation on 03-22-20 according to Icelandair.com. I am now looking to get a refund for the entire vacation package which includes flights, accommodations, and tours. Here are my booking details: Booking ref: J5Z6J6, Booking #: [redacted], E-ticket #: [redacted][redacted] for N.L.M.-Rodriguez, E-ticket #: [redacted][redacted] for L.G.-Deloa. Departure flight #: FI-[redacted], Return flight #: FI-[redacted]. The package includes a Northern Lights City Break with various inclusions. Your prompt assistance regarding this matter is highly appreciated.

I made a booking through Mytrip for a flight from Copenhagen to Reykjavik with Flight No. FI [redacted] on 19 April [redacted] at 14:25. I also booked tickets to Copenhagen from Kuala Lumpur, Malaysia, arriving on 11 April [redacted]. Due to the Danish border closure until 13 April [redacted] because of Covid-19, I won't be able to take the flight to Reykjavik on 19 April. Our group's incentive trip to Iceland has been rescheduled to October, so I am hoping to either change the flight date to October or get Open Tickets. I've been trying to contact Mytrip, the agent for Icelandair, but haven't received a response. Any help with this issue would be greatly appreciated. Thank you, M. L. Foo.

I am writing about our booking under the reference UF6E2T. Due to the impact of the COVID-19 pandemic, we had to postpone our March trip to November. I sincerely appreciate your assistance with this change. Unfortunately, we are encountering an issue with the seat upgrades we purchased for our flights. Despite having paid $[redacted] for the upgrades, we are unable to select the upgraded seats without being prompted to pay again. We are hoping that you can honor our initial upgrade purchase. The upgrade confirmation we received after payment bears the following number: IATA [redacted]5. If you require any additional details from us to help clarify and resolve this matter, please do not hesitate to reach out. Thank you for your attention to this matter. Best regards, M. D. N.

I need to file a complaint regarding the customer service I received today due to my cancelled flight. I found out about the cancellation only when I called your office because I couldn't check in online. The agent told me the flight was cancelled, surprising me as I hadn't received any prior notification via email or other means. I was told I wouldn't get an email until the office opened at 10 am. By then, I would have already left for the airport from the hotel nearby. If I hadn't called, I would have been stuck in a different country with no way back, unable to cancel my travel or accommodation at the destination. When I explained I was a British citizen needing to return home urgently, the operator seemed indifferent to the gravity of the situation. Eventually, a new flight was booked for May, which I understood given the current limited flight availability. However, I was surprised to be charged an extra £50 for the change despite it being the same route and destination. I was left disheartened upon realizing paying extra was the only convenient way to arrange my travel home with no compensation for the cancelled flight. I believe this is unacceptable customer service and want to officially lodge a complaint, stating my disappointment with the treatment received today.

I bought tickets that are supposed to be refundable, and I'm trying to get my money back. The Customer Service page states that refunds, as part of an agreement with the US Dept of Transportation, should be sent to the credit card company within * days. I've already been waiting for ** weeks, but the customer support team is unhelpful. They claim they have no supervisors or managers and cannot provide contact information for anyone else in the company. I just want the refund for my refundable tickets. I request that IcelandAir process my refund promptly.

I am reaching out regarding my close friend, Ms. D.B., a 74-year-old US citizen from Florida. In March, she flew to the UK on Iceland Air to visit me after the passing of my wife last year. Due to our vulnerability to Covid-19, we have been in isolation together since the UK lockdown in March. Ms. B. now needs to return to the US for healthcare. On August 4th, she booked a non-refundable flight back to Orlando from London departing on October 18th, with a return in March [redacted]. Within 24 hours, she decided to cancel due to concerns about the Covid situation in Florida and her personal health conditions, including severe depression and anxiety. Despite trying to cancel within 24 hours, she was told she missed the window. She then attempted to change her plans to stay in Iceland to comply with UK visitor regulations. After reconsideration, she sought to reinstate her original flight to Orlando but encountered difficulty. She is now seeking assistance to either reinstate the Orlando booking or find a compromise that would allow her to return without losing the £[redacted] already paid. Kindly consider her situation and the challenges she faces due to her mental health struggles. Your understanding and assistance in resolving this matter would be greatly appreciated.

Dear Sir or Madam, I hereby request a refund for my canceled flight. The flight details are as follows: P2TAH9. The flight was canceled, entitling me to compensation as per Article 5 of the European Air Passenger Rights Regulation: (1) In case of flight cancellation, affected passengers are entitled to a) assistance services according to Article 8, b) assistance services according to Article 9, c) compensation according to Article 7. The right to a refund of the flight costs is covered under Article 8 Regulation [redacted]/[redacted]: Article 8 - Right to reimbursement or re-routing. Please refund my costs promptly. Regards, Marianne Schellenbach

Hello, I need assistance in obtaining a receipt from Icelandair. I've tried using the bot on the website, but it doesn't seem to understand my request. I also attempted to call customer service three times, waiting for 30 minutes each time, with no response. Emailing them did not yield any results either. I am unable to locate my baggage information on their website, causing further frustration. Additionally, trying to add extra luggage has proven to be a challenge due to unclear instructions. With my flight coming up in just 12 days, I urgently require these documents to manage my subscriptions and clarify my luggage details. Your help would be greatly appreciated.

I have booked two Saga Class Premium tickets from Seattle to Frankfurt for a trip that is approaching. However, unexpected health issues in Germany have arisen, and I need to change my flights. I spoke to a representative who informed me that I need to fly at the same class level both ways for the new flight. The additional cost for this change is more than double the original ticket price. I inquired about flying Economy Standard for one leg of the trip but was told this is not an option. Even with one leg in Economy Standard, I would still need to pay an extra $[redacted] per person. I was open to this option but was informed there were no other alternatives available, and I couldn't discuss my situation with anyone else.

I booked flights from Toronto to Paris on December 14th. Recently, I received an email informing me that the flight has been rescheduled to the 13th, which is not possible for us. I have been attempting to contact customer service for the past two days without success. I am unable to locate the Flight Disruption form on the website as it appears not to exist. This situation is causing me a great deal of frustration.

Regarding Booking #3GRAVG, two months ago, we acquired Saga class tickets for a September 1-19, [redacted] flight costing over $[redacted]. Recently, Icelandair initiated a Spring sale, substantially lowering flight costs. If the same trip were purchased today, the savings would be around $[redacted]. I reached out to inquire about adjusting my airfare but was informed it was not possible. This policy seems to encourage customers to wait for sales to avoid overpaying. As a result, I am hesitant to pay full price for your airline in the future, even if it means sacrificing a preferred seat. There are other airlines that may prioritize customer satisfaction more, and I may explore those options.

Hello, I purchased a gift voucher for my loyalty points for around 40,[redacted] points at the beginning of the year or late [redacted]. I printed out the voucher and put it in a safe place. Now I can't find my voucher, and I haven't managed to find any confirmation of it on your website. I hope that you have it recorded or can locate it. I will come by tomorrow afternoon with my friends who are traveling to America. We are planning to book with them, and I intended to use my gift voucher towards my ticket. Can you, the person reading this email, help me with this???? If so, I hope you can give me a call in the first half of the day with good news. My phone number is [redacted], ID number [redacted]. Thank you in advance for your help. Best regards, Þórdís R. Malmquist

I am having difficulty checking in for my 8am flight from LAX to JFK to KEF. My booking number for Icelandair is 3QWFPD. I am experiencing issues checking in for the JetBlue segment of the flight as it states "no bookings found" for TDZFNX, the number I was provided for seat assignment. Additionally, it does not recognize the Icelandair booking number. Since Icelandair and JetBlue are codeshare partners, could you assist me in checking in? Any help would be greatly appreciated. Kind regards, L.H.

I booked three Business Class tickets through an agency called Arangrant (booking ID: A531AA3) with Icelandair for a trip to Iceland in January [redacted]. Due to COVID, we had to cancel through the agency and received a full credit from Icelandair to be used within a year. The agency charged us $[redacted] per ticket for this service, allowing us to rebook directly with the airline before November 22, [redacted], with a credit totaling $9,[redacted].23. Despite trying to rebook our trip with Icelandair, they directed us back to the agency. Arangrant insists on charging us an additional $4,[redacted] to rebook at a higher fare, while we found suitable tickets at the same fare. We're willing to forgo any refund on the fare difference and just wish to rebook. Both the agency and the airline keep redirecting us, leaving us frustrated and feeling stuck with our money in limbo. We seek either a full refund or the ability to book directly with Icelandair in the same class, even if we find a cheaper ticket. Any help would be much appreciated.

Avoid flying with Iceland Air. Their lack of compassion for passengers is shocking. A friend's son, who was in remission for five years, was unable to travel due to a cancer relapse requiring a bone marrow transplant and long-term isolation. While three other airlines refunded them in full, Iceland Air did nothing to help. It's heartbreaking to see them struggle to recover their money while dealing with their son's health crisis. Please spread the word to prevent others from facing the same ordeal. #IcelandAirSucks 🙁 #WorstCustomerService! Please share to raise awareness!

My sister, Deborah H., made a booking for a return flight with reservation 3LDBO5 (SAGA premium) on October 24, [redacted]. Unfortunately, she is currently hospitalized and unable to take the trip. Deborah typically includes airfare in her travel insurance, but she couldn't purchase it this time due to a preexisting condition. I'm aware the ticket is non-refundable, and she just missed the deadline for a travel voucher by 3 months. Since we usually deal with US carriers, this process is unfamiliar to us. I kindly request your understanding in providing a travel voucher for a future flight. Deborah spent $[redacted] on these tickets, and losing this money under these circumstances is disheartening. Any help you can offer would be greatly appreciated. Thank you, Gary H. (for Deborah H.)

Dear Team, I hope this message finds you well. I am writing to provide feedback on my recent experience with Icelandair regarding missing luggage during my trip to Iceland. On July 1, [redacted], upon arrival with my wife, two of our suitcases did not make it. I promptly reported this to the airline and received confirmation number KEFFI63615. Despite being instructed by the airline to purchase essential items during our stay, only one suitcase was delivered to us on July 15, [redacted], just before our return flight on July 17, [redacted]. Unfortunately, my requests for reimbursement for the purchased items have gone unanswered, despite sending detailed receipts as requested. I kindly request a refund for the expenses incurred, which were pre-approved by Icelandair. With over three months passing since the incident, I trust we can swiftly resolve this matter amicably without tarnishing the wonderful impression we have of Iceland. I am willing to provide further details of our correspondence upon request. Warm regards, Shapira A.