Icelandair - Flugleidir hf filial i Finland

The way that customer service handled the cancellation of my flight was merciless. Even though I would have had to arrange with work a different day to travel and that the flight option offered was to an alternate city farther from my destination there was no guarantee that I would be compensated for travel expenses incurred. After two hours of discussion I was offered free WiFi, not even a better seat or free meal or free baggage. Free WiFi seems like a bad cheap joke. The only response was that customer relations handles compensations and that I would have to make my decision regardless of the fact that once the decision is made no compensations would probably occur. Every employee representing a company is in customer relations, and this experience of Icelandair’s customer service was a poor one. I ended up cancelling the flight to rebook with another airline. Then I was sent an email in Icelandic regarding my refund, luckily google translate was there to help when your company was not. Not only have you lost me as a customer, but also my stopover in Iceland will not be happening and the flight my husband would have booked with your company to join along on the stopover also is not happening. Your company’s lack of empathy to the inconveniences that are caused by your company’s flight complications has lost Iceland air two customers who would have continued flying with your airlines for years to come.

They have taken planes built in the 80s (designed in 60s) and put new seats and in-flight entertainment system and wi-fi to them. The legroom is good, noise level due to the old planes is horrendous and no food is offered (you can buy snacks).Also you can smell the engine exhausts and sense the lower level of presuration due to the older generation bleed air system in these relic planes (you are more tired after a flight).Also transiting in Reykjavik seemed overly complicated and boarding was super slow - not sure if there are renovations on-going and this is temporary thing.I would maybe fly with them if the tickets are cheap and itinerary is perfect. Otherwise I would avoid them and prefer companies with newer fleets for environmental reason and comfort.