I have never had a more poor customer service experience than I just had with Icelandair. I work in travel & hospitality. This is the exact opposite of what travel is supposed to be.
Original Itinerary for two people:
BOS -> KEF -> JFK // $1500 + $450 for Food & Seats
I wanted to leave from Paris CDG airport, rather than BOS. The ticket available online for CDG to KEF is $250, which is less than what I paid for BOS -> KEF.
I called Icelandair to change my ticket. They wouldn't honor the website-listed price and insisted I pay an additional $2300. They also would not transfer my food & seat purchases. The new cost of the tickets, if I rebooked the same options would be $4700.
I can go on their website and book the itinerary right now for less than $2000 for two people.
I ended up removing a leg, rerouting through MSP airport on the return, and it still cost me an additional $250 to have half the distance traveled.
Here what they couldn't do, based on their policies:
- Move seat selections from the old flight to the new flight (lost $200)
- Move meal selections from the old flight to the new flight (lost $200)
- Remove a leg from the flight (this is fairly standard for airlines)
As an American Airlines status member who flys 100+ times per year, I guess I forgot how horrible low-cost carriers are. I certainly will never fly Icelandair again.
The worst part: I could have read the terms before booking... but I didn't.
love this Brennen Bliss and Propellic - Travel Marketing team! congrats!