Icelandair 4+

The app is a pain. It regularly logs itself out, version updates turn off notifications, no biometric login (FaceID or fingerprint ID), upsells everywhere (100% way to get me to book accommodation and care hire off-app), It’s a crowded app.

Can’t retroactively add a kennitala to a Saga Club membership in-app (or website) therefore can’t login using rafræn skilríki unless a whole new account is created (have to remember to create it on the .is site), then emailing Icelandair support to request accounts be merged (and hope they get it right) and the. wait into infinity for the email to be answered.

Do better, Icelandair. Pleeeease hire a travel app experienced product manager and a UX designer (and not an Icelandair exec’s relative. Plz. No.)

This app is very confusing to use especially when it comes to adding extras like meals to your flight. Inadvertently ended up purchasing two meals for the same segment rather than one meal for the segment from Europe to Iceland and another meal for the segment from Iceland to North America.

Also, it doesn’t explain that if you make any mistakes—something easily done given the interface—the charges are unchangeable and not refundable. Even if you call the customer service line to fix it—a process that took for me over 25 minutes—you will find nothing can be done and be told, incorrectly, that the no-refunds policy on

Iceland would seem, geographically at least, to be a good reasonably direct way to fly from to many cities in Europe, to many cities in North America and vice versa, but the customer service experience of using the Iceland Air app—the confusion, the headache, the wasted money and food—makes the extra one pays for a direct-to-contintental-Europe flight on almost any another airline well worth it.

I recently flew IcelandAir. It has, honestly, been one of the worst experiences of my life. A significant portion of my luggage was lost by the airlines. It has been almost 14 days. I have submitted multiple claims through the app, many taking several attempts to complete due to app crashes. And I am not entirely sure if my claims have been routed appropriately, as none of them have been responded to in these 14 days.

Staff in and outside of the app are rude, refuse to provide policies that they are referencing on my rights as a consumer, and they do not allow for me to raise my complaints with a supervisor. These issues are made worse by how often the app disconnects from chats or acts buggy around links for taking care of important things like luggage claims.

IcelandAir air seems to be covering staff shortages by simply not responding or justifying app disconnects and long wait times, making a safety risk for consumers and incredibly inefficient/frustrating/ inappropriate app experiences.