Icelandair says you can change your flight at anytime online, you cannot. I had to call (1 hour wait time), was disconnected multiple times, went on the chat, they refused to admit I couldn't change it on the website and kept trying to send me to the "my journey" page - finally, they admitted you cant change it online and have to call because we had a stopover in Iceland. They say you can change it with no fee, only the change in cost of the ticket price, 30 minutes after I booked (should be able to change your booking 24 hours after you originally book), I tried to change to a later flight: same day, same price - I couldn't do it online and the phoneline wouldn't connect (kept dropping). Magically I missed my 24 hour window where I have to now pay to change it. My family wanted to book the same flight as me, I doomed them to an early flight with my mistake, they called to try and change it since I was disconnected, and the customer service agent tried to sell them a ticket 1000$ higher than what is online, so she had to call. They dont tell you in advance they dont include headphones or food in the cost of the flight and you have to pay once on the airplane. The covid regulations and requirements for your destination is incorrect. In this day and age, everything should be available online to change or edit your see your booking. I have flown internationally with multiple airlines and this is by far the worst experience. Icelandair had terrible customer service in regards to booking or managing your booking. They tried to squeak every dime out of us and their processes set you up to have to pay more. If they were transparent in the process that would be one thing, but they are tricky and deceitful. They lost three customers. If you dont care about the cost of the trip or money and transparency, then they are just fine to fly with. The flight and staff onboard and check in was good, but my ethics refuse to fly with them again after the booking issues and lack of transparency. I felt lied to and cheated. I never would have booked with them if I had known in advance.
airlines reviews