Title: Warning Icelandair is the worst airline experience I have ever had.
This is a copy of the 3nd letter I sent to Icelandair. They have never replied.
Dear customer service,
I emailed you the following letter almost two weeks ago and have yet to receive a response. In case you did not receive it I am sending this one through regular post.
I am writing to express my absolute dismay and outrage over the treatment I received by Icelandair representatives in the course of my flight home from Reykjavik on the 10th of April. My sister and I were caught up in an arctic storm which caused a six hour departure delay from KEF to SEA. The delay was not
the fault of your airline, however what followed the delay is the problem. We had a connecting flight from SEA to SAN on Alaska Airlines leaving at 8 pm Seattle time on the 10th of April. When it became evident that the delay would cause us to miss our connection in SEA I spoke with the Icelandair representative who assured me that Icelandair had made arrangements for us to
take our connecting flights on Alaska Air the following day (April 11) and we would receive a voucher for a hotel when we arrived in Seattle. She further assured me that Alaska Air was informed of the delay and everything was taken care of. Because we were at the airport for so many hours I asked another representative to confirm what the first one told me and she reiterated what the
first agent told me. In fact, she specifically advised me to check in with the Icelandair rep in Seattle as soon as we went through customs. Although we were stuck in the terminal for 8 hours and I had internet access as well as a cell phone I did not contact Alaska Air or book a hotel. Instead I relied on the two representatives’ specific assurances that our flight and hotel
was handled. I told my sister we would be taken care of by Icelandair. Once on board our flight we were told by the flight attendant that when we landed we were to report to the rep and get our connecting flights for the following day and the hotel voucher.
Imagine my shock when upon arrival in Seattle we were told by the rep at the SEA airport that in fact NOTHING was taken care of. Alaska Air had not been contacted. We were told we were not entitled to a hotel voucher and Icelandair was not responsible for our travel arrangements because our flights on Alaska
Air were booked separately. At that point in our travel nightmare we had been traveling for almost 24 hours which began the morning of April 10th. We were many hours without sleep. The Seattle airport was practically empty. There were no agents at Alaska Air and no one from your airline was willing to assist us.
Having no options after midnight we went to the closest cheapest available motel and slept for a few hours. I was forced to book and pay for new flights to SAN at twice the cost.
I did call the Icelandair offices the morning of April 11th and request assistance and was told that Icelandair was not responsible for the "misinformation" of other reps and although Alaska Air is a "goodwill" partner Icelandair was unwilling to assist me in any way. I was told to contact customer service which I am doing now.
Needless to say I relied on Icelandair when I was in Iceland to my detriment. Not only did this entire experience leave me never wanting to travel on Icelandair but it cost me an additional $500 in flights and hotel. More importantly, I had wanted to travel to Iceland for years. Iceland was the final
destination of my two week trip to Europe with my sister. We could have simply connected in Iceland but chose to stay the entire weekend and take advantage of my desire to see Iceland's natural treasures. I can't tell you how sad I am that my choice to stay in Iceland cost me far more than the additional $500 I spent
rebooking flights and the hotel costs. I am entirely disillusioned by the poor treatment your airline gave me.
I had many airline choices from Paris to San Diego. I chose your airline and I chose to stopover for a few days. I was excited to see the country. The treatment by your airline quite literally ruined an otherwise wonderful trip. Now instead of remembering Gullfoss or the Geysirs or Blue Lagoon fondly, we remember the atrocious and callous behavior of your airline.
I am writing to you first to give your airline an opportunity to make amends. Specifically, I want to be reimbursed for my additional costs. Frankly, I would hope that you want us to travel to Iceland again. If not and you decide like your representatives that your airline owes us nothing, please be advised I will be posting this experience on every travel site on the internet. Believe me if I
had read a blog like this letter I never would have flown Icelandair. I truly hope you will make this right.