Icelandair has carved a unique niche in the competitive airline industry, largely thanks to its enticing stopover program. But beyond the allure of exploring Iceland without extra flight costs, what is Icelandair’s travel reputation really like? Having recently flown with them, lured in by their famed stopover offer, I’m diving deep into my experience to give you an honest assessment of Icelandair’s reputation.
Booking with Icelandair: A Multi-City Marvel
My journey with Icelandair began, as many do, with their website. I was planning a European trip for my partner’s first time on the continent and stumbled upon Icelandair while searching for flights. What immediately caught my eye was their “Multi-City” booking option. Unlike other airlines where multi-city often equates to expensive one-way tickets cobbled together, Icelandair presented something different, and surprisingly, cheaper.
I was able to book a flight from Boston (BOS) to Zurich (ZRH) and return from Amsterdam (AMS) to New York City (NYC) for less than a standard roundtrip ticket to a single European city on other airlines. This alone sparked my interest in Icelandair’s reputation for value.
But the real clincher was the free stopover. Icelandair allows you to add a stopover in Iceland for up to 7 days at no additional airfare. For a travel enthusiast like myself, this was an incredible opportunity. Four countries for essentially the price of two? It sounded almost too good to be true. For a total of $940 USD, I booked an Economy Standard ticket, which included a checked bag and seat selection – adding even more to the perceived value and positive Icelandair Travel Reputation.
Icelandair booking confirmation
This initial booking experience immediately contributed to a positive perception of Icelandair’s reputation. Their website was user-friendly, the multi-city option was genuinely advantageous, and the inclusion of a free stopover was a major draw, showcasing Icelandair’s reputation for offering unique travel opportunities.
Navigating Boston Logan Airport with Icelandair
Check-in and a Pleasant Surprise
Arriving at Boston Logan Airport (BOS), the Icelandair check-in counters were easily located and thankfully queue-free for both Business and Economy. The check-in process itself was smooth and efficient. Here, Icelandair’s customer service reputation began to take shape in person.
My plan was to have my partner use my included checked bag, but the Icelandair employee pleasantly surprised us by offering a complimentary second checked bag due to a full flight. This proactive and generous gesture was a positive start to the airport experience and reflected well on Icelandair’s customer service reputation. Even my backpack, which qualified as carry-on, was checked for free. This unexpected perk further solidified the feeling of value associated with Icelandair.
Security Hiccup and TSA Pre-Check
However, a minor oversight occurred during check-in. Neither of our boarding passes displayed TSA Pre-Check, despite both of us having Global Entry. This seems to be a known quirk with non-US airlines, highlighting a potential area for improvement in their system’s integration with TSA Pre-Check.
It’s crucial to note for fellow travelers: if you have TSA Pre-Check, double-check your boarding pass at the counter. You might need to manually add your Known Traveler Number to your booking online after purchase under “Manage Booking”. This small inconvenience led to a 20-minute wait in the regular security line – a reminder of the importance of verifying boarding pass details, especially when relying on travel benefits like TSA Pre-Check.
Boston Logan Airport Security Line
Gate Delays and Communication
The gate area was small and crowded, but we found comfortable seating with Wi-Fi near the food court. This airport amenity, while not directly related to Icelandair, contributed to a more pleasant wait. However, the initial flight delay announcement due to a “small mechanical issue” hinted at potential reliability concerns, which can impact an airline’s reputation.
Icelandair’s communication regarding the delay was commendable. Text messages, emails, and updates via the TripCase app kept us informed of the evolving situation. The flight was initially delayed by 30 minutes, then an hour, and eventually, it was cancelled. While flight cancellations are disruptive, Icelandair’s proactive communication stood out positively, demonstrating a commitment to keeping passengers informed, a crucial aspect of building a trustworthy travel reputation.
Waiting at the Gate in Boston Logan Airport
The Cancellation Chaos and Icelandair’s Response
The flight cancellation announcement at 9:20 pm was undoubtedly disappointing. We were informed about baggage claim and rebooking information via email. Icelandair also mentioned hotel reimbursement, initially stating $200 total – a figure that seemed low considering Boston hotel prices.
While the $200 hotel reimbursement offer felt inadequate, especially compared to credit card travel protections like my Chase Sapphire Preferred’s $500 per ticket coverage for delays, Icelandair’s quick rebooking was appreciated. Our new flight was scheduled for 24 hours later. The offer of hotel reimbursement, even if initially low, and the prompt rebooking attempt, are elements of customer service that contribute to an airline’s reputation, particularly in handling disruptions.
The chatbot support experience was less impressive. Requests to change seats were met with automated responses and ultimately directed us back to the check-in desk. This highlighted a potential weakness in their digital customer service channels, suggesting room for improvement in online support responsiveness and effectiveness.
Despite the cancellation and initial chatbot frustrations, Icelandair’s rapid communication and rebooking efforts, coupled with the offer of hotel reimbursement, demonstrated a level of responsibility and customer care that is important for maintaining a positive travel reputation, even when faced with operational challenges.
The Next Day: Round Two at Boston Logan
Check-in Redux – Mixed Customer Service
Returning to Boston Logan the next evening, the check-in experience was a stark contrast to the previous day. While there were no queues again, the check-in agent was inattentive and dismissive. My request to change seats was ignored twice before he finally acknowledged it. This inconsistency in customer service highlights that while Icelandair generally has a good reputation for service, individual experiences can vary.
The agent did eventually assist with seat changes, but the only available seats were in the less desirable back row with limited recline. The agent’s abrupt handling of our bags onto the conveyor belt further contributed to a less than stellar impression. However, the positive takeaway was that our boarding passes correctly displayed TSA Pre-Check this time, indicating the Known Traveler Number had been successfully updated in the system.
Check-in at Boston Logan Airport on the second day
Smooth Sailing Through TSA Pre-Check and Gate Comfort
The TSA Pre-Check experience was seamless and quick, a welcome contrast to the previous day’s regular security line. The gate area this time was less crowded with more available seating, and the presence of power outlets at each seat was a convenient amenity for travelers. These airport facilities, while not Icelandair-specific, contribute to the overall passenger experience and perception of travel ease.
Gate Area at Boston Logan Airport
The Icelandair Flight Experience: In-Flight Review
Boarding Efficiency – Room for Improvement
Boarding commenced relatively on time for the re-scheduled flight. However, the boarding process itself felt somewhat disorganized. Despite announcements to remain seated until their group was called, passengers crowded the walkway, creating confusion. The Icelandair staff called boarding groups in rapid succession, seemingly negating the intended order. This boarding experience felt inefficient and could be improved to enhance passenger comfort and reduce stress, which in turn contributes to overall airline reputation.
Boarding process for Icelandair flight
In-Flight Comfort and Amenities
Once onboard, the flight attendants were welcoming and directed passengers efficiently to their seats. Blankets were provided, a nice touch for economy class. The initial cabin smell was slightly off-putting, but it dissipated quickly.
Icelandair cabin interior and seats
Overhead storage in Icelandair cabin
The seats themselves were comfortable with adjustable headrests and reasonable legroom, except for seats B, D, and F, which had slightly reduced legroom due to entertainment system equipment. This seat comfort exceeded expectations, especially considering Icelandair is sometimes perceived as a budget airline. Seat comfort is a significant factor in passenger experience and contributes positively to Icelandair’s reputation for offering a comfortable journey even in economy class.
Icelandair economy class seat comfort
In-Flight Entertainment Quirks
The in-flight entertainment system was available, but accessing it required enduring a 5-minute advertisement loop. While this monetization strategy is understandable, the user experience was less than ideal. However, once accessed, the system offered a wide selection of movies, TV shows, and music, providing ample entertainment for the flight. The availability of in-seat entertainment, especially on transatlantic flights, is a positive aspect of Icelandair’s offering, enhancing their reputation compared to airlines that rely solely on personal device streaming.
Icelandair in-flight entertainment screen
A minor issue was a finicky headphone jack, requiring adjustment to get sound in both ears. Also, cabin announcements were only played through ceiling speakers, sometimes making them difficult to hear over movie audio. Despite these minor quirks, the in-flight entertainment system was generally functional and provided a valuable amenity.
Food and Beverage – Manage Expectations
Food service was minimal. Complimentary drinks were limited to water and juice, with other beverages and snacks available for purchase. This aligns with the expectation of a non-budget airline economy experience where complimentary meals are not standard. Passengers should be prepared to bring their own snacks or purchase them onboard. This aspect, while not negative, is important to consider when evaluating Icelandair’s reputation and comparing it to airlines with more inclusive in-flight services.
Icelandair in-flight magazine and snack menu
Smooth Arrival at Reykjavik-Keflavik Airport (KEF)
The arrival process at Reykjavik-Keflavik Airport (KEF) was efficient. Deplaning was quick, and signage to Arrivals was clear and easy to follow.
Arrivals sign at Reykjavik-Keflavik Airport
Reykjavik-Keflavik Airport (KEF) Experience
Customs and Baggage Claim Efficiency
Customs processing for US citizens was relatively quick, despite a sign indicating a 5-minute wait turning into 15 minutes. Baggage claim was impressively fast, with bags arriving on the belt shortly after we reached the area. The presence of ATMs in the baggage claim area was convenient, although unnecessary in my case as card payments were widely accepted in Iceland. This efficient airport experience in Keflavik reflects positively on Iceland’s infrastructure and indirectly on Icelandair as the primary airline serving this airport.
Signage inside Reykjavik-Keflavik Airport directing to arrivals
Baggage claim area at Reykjavik-Keflavik Airport
Arrival Hall and onward Journey
Exiting the arrivals hall was straightforward, and meeting my pre-arranged transportation was easy. The overall airport experience in Keflavik was efficient and stress-free, contributing to a positive first impression of Iceland and reinforcing Icelandair’s role in connecting passengers to this destination.
Reimbursement Process: Navigating the Aftermath
Icelandair’s Cancellation Declaration – Initial Hiccups
Following the flight cancellation, obtaining a Declaration of Cancellation from Icelandair for my Chase Sapphire Preferred trip delay reimbursement claim proved initially challenging. The online form generated an incorrect confirmation stating a 0-minute delay. Subsequent email exchanges with customer service yielded similarly inaccurate information.
While the initial responses were inaccurate, Icelandair’s customer service team was responsive in their email communication. Eventually, I used the original flight cancellation email as proof for my Chase claim, which was accepted. This highlights that while Icelandair’s communication channels are generally responsive, accuracy in automated or template-driven responses can be an area for improvement.
Chase Trip Delay Reimbursement – Expected Process
The Chase Sapphire Preferred trip delay reimbursement process was less seamless than previous experiences. An online claim submission error required a phone call to customer service and the use of a physical form. While the claim was ultimately approved, the process felt less streamlined than expected. This part of the experience is related to Chase’s processes, but it’s a reminder of the importance of travel insurance and credit card benefits when dealing with flight disruptions.
EU Regulation 261/2004 Compensation – A Pleasant Surprise
The unexpected positive outcome was the successful claim under EU Regulation 261/2004 for flight cancellation compensation. Icelandair approved the claim and provided €600 per person (approximately $643 USD). This was a significant and unexpected benefit, far exceeding the initial $200 hotel reimbursement offer and demonstrating Icelandair’s compliance with passenger rights regulations. This proactive adherence to EU261 significantly boosts Icelandair’s reputation for passenger fairness and responsible handling of flight disruptions.
Icelandair Travel Reputation: The Verdict
Customer Service – Generally Positive with Room for Consistency
Overall, my experience with Icelandair customer service was largely positive. The airport staff were generally helpful and proactive (like the offer of a free checked bag). Communication regarding the flight cancellation was timely and multi-channel. However, inconsistencies in service quality (the inattentive check-in agent) and inaccuracies in initial automated responses highlight areas for improvement in service consistency and information accuracy. Despite these minor drawbacks, the general impression of Icelandair’s customer service is favorable.
Seat Comfort and In-Flight Experience – Exceeding Expectations
Seat comfort in economy class was surprisingly good, exceeding expectations for an airline sometimes perceived as budget-oriented. The in-flight entertainment system, despite the initial ad hurdle and minor headphone jack issue, provided a valuable amenity. The food and beverage service was basic but adequate for the flight duration. The in-flight experience contributes positively to Icelandair’s travel reputation, particularly regarding comfort and entertainment in economy class.
Value and Unique Stopover Program – A Major Draw
Icelandair’s multi-city booking flexibility and the free stopover program are significant differentiators and major strengths contributing to their positive travel reputation. The ability to explore Iceland as part of a transatlantic journey at no extra airfare is a compelling offer that sets Icelandair apart from competitors. This unique value proposition is a core element of Icelandair’s appeal and a key driver of its positive reputation among travelers seeking unique and affordable travel options.
Conclusion: A Solid Choice with a Strong Reputation
My first experience with Icelandair, despite the flight cancellation drama, left me with a generally positive impression. Icelandair’s strengths lie in its customer communication, comfortable economy class experience, and, most notably, its exceptional value proposition through the stopover program. While there are areas for improvement, particularly in service consistency and automated communication accuracy, Icelandair’s commitment to passenger communication and EU261 compliance demonstrates a responsible and customer-focused approach.
Icelandair’s marketing push highlighting Iceland as a stopover destination has undoubtedly been effective, and for good reason. Iceland is a stunning country, and Icelandair provides an accessible and appealing way to incorporate it into your European travels. Based on my experience, and the substantial compensation received for the flight cancellation, I would confidently fly with Icelandair again and recommend them to other travelers, especially those seeking value and the unique opportunity to explore Iceland.
If you’re considering flying to Europe, explore Icelandair’s stopover options – it might just be the best travel deal you haven’t discovered yet.
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