I have had the WORST experience with Icelandair customer service. My JUNE flight was canceled over two months ago. I immediately put in a refund request within an hour of the airline canceling my flight. I STILL have not received a refund, after several attempted phone calls and service requests. I am waiting on hold on the phone with them right now. I called them twice already today, waited on hold for 36 minutes before someone answered, and the phone line went dead as soon as I asked the representative for her name. Coincidence?? I called back immediately and had to listen to the horrible hold music, which sounds creepy (even demonic) and which I am convinced was chosen to drive customers off the line. I just BRIEFLY spoke again with a representative, who again dropped the call as soon as I asked for a name of the person I was speaking to. This behavior is intentional--Icelandair wants NO accountability, and they do not want to issue my refund at all, even though they are the ones who canceled my flight. If customers took as long to pay for their tickets as Icelandair takes to issue refunds due to their own failures, they wouldn't have a business. You can be sure that I am NEVER flying with this airline again. There is no excuse for customer service this awful.
TERRIBLE CUSTOMER SERVICE! My only credit card charge was $79 at the airport check in for an extra bag. Icelandair charged my credit card $450!!! And I have been trying (unsuccessfully) for 6+ months to resolve the dispute. Good luck trying to speak with anyone who will actually help you. The customer service reps canned response is "we don't have access" and there is no way to contact the administrative offices directly. Email is a challenge but even when I was issued an "official" inquiry number they just "dismissed" it "due to the COVID crisis". Iceland was great but this airline is a nightmare. If you spend ANY money make sure you get a receipt.
I booked and paid for a return flight from Washington to London on 26 May 2020. The outbound flight was due to leave on 10 June 2020. This was cancelled by Icelandair on 4 June 2020. No reason was given, I can only imagine the flight was not viable economically. I had to fund another very expensive alternative flight at short notice. I requested a refund on 4 June 2020 and my request was immediately confirmed. Since then I have received two emails of apology requesting understanding and patience. After two months my patience is running out. Icelandair communication systems seem to be designed to prevent and frustrate any direct contact. I have sought help from Iceland Trading Standards in going to small claims court. I suggest anyone in the same position consider the same process.
We filed a claim for a refund on May after our June flights were cancelled by Icelandic Air due to Covid. Nothing except a "sorry.we're working on it" email. No response from emails to customer service. I thought the EU had laws about this!
Same as many others, requested a refund months ago and still nothing. They say you can reply to the email confirming the cancellation and I have yet to receive a response. Customer service initially told me 8 weeks but I called back at 8 weeks and now it’s 12. They said if I still don’t have anything, call at 12 and go from there to “escalate”. Seriously a dumb process, other airlines are canceling and refunding during COVID with no problems. The entire Iceland air team should be ashamed of themselves, this is a pathetic show. If they miraculously fix this issue, I will happily correct this review to reflect that. However, that will not happen.
10 days ago, Icelandair emailed a notification of involuntary flight cancelation. They did not provide any options to rebook the next available flight. After several phone calls and service tickets, I still have no resolution for a flight. I was told I could purchase another ticket or wait until 24 hours before I was supposed to depart. I will be there for 3 months for Graduate school. I am stuck with no options and several hours of contacting efforts for a flight rebook. What happened to the Passenger Bill of Rights!
We had a flight booked to Paris with a stop in Iceland in May. Flight cancelled and I requested a refund. Almost 3 months later and still no refund. My flight to London from Paris on BA was refunded in 5 days. All other tours and experiences were also refunded with no problems. I would never use this company again due to their disregard for their customers.
We bought a flex ticket that would ensure we could get a refund and we were never told we couldn't get a refund if we got a voucher. Customer service yelled at my husband, was very rude, wouldn't connect us with a manager and then hung up on my husband. Beware of flying with this airline if there's a chance you can't fly. The iceland air email made no statement that we have to choose between a refund and voucher. It said that we can receive a refund on our flight.
Unfortunately, our scheduled flight from DUS to KEF on May 20 was canceled by Icelandair, a decision that I understand taking into account the current circumstances. (It should be a little honeymoon, by the way) From a general point of view, the cancellation was okay for me. But it was very disappointing for me that Icelandair kept the money that I paid extra for luggage. Overall, the service was not provided, neither my luggage nor I arrived in Iceland. (Now I'm thinking about whether I should have brought my luggage to the airport - I paid for it to fly :D) - Anyway, no recommendation on my part!
This terrible company cancelled my flight back in April. I tried to get through to customer services, numerous times, website down, phone lines down, social media down. I logged a formal complaint, sent 2 emails asking for my money back. Finally i got a reply back saying, you can have travel credit only. I said i don't want travel credit, you cancelled my flight, give me my money back. No reply. Customer service over phone know nothing, they read from a script and offer no support. This company treats you like garbage, even now they are booking flights and taking money even tho they know the flight will be cancelled, that is a scam!! BA & Atlantic refunded me instantly. DO NOT BOOK. DO NOT ACCEPT THEIR TRAVEL CREDIT.
My flight was delayed several times and we got stuck in the middle of nowhere in Iceland! I have been waiting for the refund since JANUARY and have not heard anything from the company since April! Terrible service!
Horrible and scheming airline!!! I am due to receive a refund for the past three months!!! I am told it is coming soon and has not and there is no one to complain or escalate to resolve the issue. Horrible!!!
Applied for a refund of fares for flights cancelled by the airline during early stages of COVID. After almost 3 months get an email asking us to resubmit our request. After talking with an extremely unhelpful customer service agent this evening found out that this reset the clock by deleting our original claim. When I asked for supervisor was told I need to call the corporate office in Iceland. With this type of response this airline will be lucky to make it and be successful when people start to travel again.
I was waiting 3,5 months for a refund. Calling their support is an endless waiting loop on the phone, after which you get information like: "you have to wait, we can't do anything, I'll ask in my department". Once they finally transferred the money, the amount was not right. And they don't see any problem, because their system says that everything is all right. I understand the tough situation, but this is the worst experience with getting a refund I've ever had.
Our flight to Europe via Reykjavik got cancelled due to Covid-19 restrictions. Iceland air is very slow to provide refund for the flights.
Adding to the experience of others who have posted here, I too have been unable to get a refund for flights cancelled in March. It's simply unconscionable. I get nothing but automated replies. For over THREE MONTHS the message has been "In order to assist our customer in the most efficient way, we have prioritized handling flights that depart within the next 48 hours." Why can't they get their act together and prioritize people that have been waiting 3 months for refunds? Back in March it was actually comical. First they shut down their web-based contact form and directed everyone to social media - where they were promptly barraged with negative comments. Then they shut down social media accounts and directed everyone back to their web site, which wasn't working. Now they have resorted to just leaving us all hanging. I have lost all interest in going to Iceland.
I had been trying to get a refund for my early June 2020 flight to Dublin since the outbreak of Covid-19 began in my state in March. When I finally got hold of a customer service representative, I was told that I could only get a refund or any compensation at all if Icelandair cancelled the flight, and that I should wait until 48 hours before my flight to see if it would be cancelled. Well, it was finally cancelled, and I immediately requested the refund upon receipt of the email offering compensation. That was over one month ago, and my request still has not been processed. If Icelandair customers took as long to pay for their flights as Icelandair takes to reimburse customers for flights that they cancel, they would be out of business. What poor service.
Flight was cancelled 4 days before departure. They kept pushing a travel voucher and although I filed for a refund to date I have received no response from this airline. After calling customer (no)service, I was told it could take 8-12 weeks for a refund, but not guaranteed. Awesome. My parents had a domestic flight on Delta in May, and when it was cancelled they received a refund within 5 days.
I bought 3 RT tickets for May trip which was cancelled. The airline lied about processing refund requests in 6 to 8 weeks. Called back again to inquire on refunds. 1 ticket made it to refund dept for processing now 8 to 12 weeks. The other requests for ticket refunds were never included for reasons unknown. That means another 12 plus weeks.
I am really sad. My dad & I had been preparing for months for our trip to Iceland to visit our only family. He’s been battling stage three cancer this whole year- going through months of radiation, and now chemotherapy while still at work. After checking in through Sacramento International Airport, we boarded our flight to Seattle. We landed and knew that we had to wait 6 hours till our next flight which would take us to Iceland. However, after waiting 3 hours we finally found out from my uncle in Iceland that the plane ride to Iceland was canceled. However, neither of us were ever notified of any cancellation, and when we called them for help they never answered the phone. We still have not received any assistance, and we are still driving in an (expensive) rental car back down to California. :/ Not only did my dad lose his saved up money and only vacation time, but we lost all of our excitement. I don’t get to see my family. My dad can’t see his mom or brothers, and we’re stuck going back home with less than what we started with.