“ Country: Iceland / Region: Europe „
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My parents flew with this airline, and they actually didn't mind the lack of "luxuries". Actually, my dad claims to have been able to lie across 3 seats and sleep the entire flight! No one bothered him to ask which meal he needed, since none were provided. This was Copenhagen-Boston, round trip. Besides some minor delays, there was nothing at all wrong with flying with them. Remember, if you cut costs, you can't expect things to run 100% perfectly. Safety shouldn't be any concern, I think federal regulations assure that. You can read my whole review here : http://ahealthconcept.com/iceland-express-review/
I was supposed to go to the UK for Christmas 2010 with a short layover in Iceland. First, my flight from Newark, NJ was rescheduled to an earlier time but they called me well in advance and sent me an updated itinerary so that was not a major issue. Since there were weather delays in Europe I called the airline on the day of travel and was told everything was fine. However when I arrived at the airport, I suddenly learned that the plane from Iceland had suffered from mechanical issues and would be delayed by six hours, hence my own flight was delayed by six hours. Instead of landing at Gatwick London Airport at 10 AM it would be 4 or 5 PM. Since I had a timed bus ticket from the airport to London and a timed train ticket from London to the northern part of the country, I was not sure if those would be honored or not. If not, I would have to pay exorbitant last-minute fares. Also I had no idea if it would even be possible to reach my final destination in the northern part of the UK at any cost before Christmas Day. The flight delays kept increasing so I opted out of the flight because I had no idea if I could even make it in time for Christmas. Because of their incompetence and inability to provide another plane or place me on another airline, I will be spending Christmas alone instead of with loved ones. Worst Christmas ever in my life. I am very upset with Iceland Express.
Discover the World has been operating holidays to Iceland for over 26 years and is the world's largest tour operator to the country. However in view of continuing difficulties we have now completely stopped selling Iceland Express flights to our passengers.Between January and August 2010 over half the inclusive tour passengers booked by us on Iceland Express services experienced cancellation of either their outbound and/or return flights, or schedule changes. In addition an indeterminate, but nevertheless significant number, experienced serious delays. This resulted in an enormous number of complaints and as a result, Discover the World has now ceased to sell Iceland Express flights to individual passengers. Instead, we will now only work with Icelandair, with whom we have a very good working relationship and have no such issues.
I rarely have had a flight as comfortable, easy and cheap! The staff were amazing and flexible and even gave themselves some time to chat while bringing drinks over. The price was absolutely ridiculous, it was so cheap, I was flying NY-Reykjavik on a return trip for a fraction of what I used to have to pay with Icelandair. I have had to come on several trips here because of my job, and I am definitely sticking with Iceland Express. What great service, for little money and a very, very decent flight.
I wasn't going to write this review as I didn't actually fly with the airline. Then I thought what the purpose of a review was, to which I believe is to help people make an informed decision about a product or service based on personal experience. So, this is what I am doing.
Before you decide that this review will be irrelevant as it doesn't cover the actual flight, I beg you to reconsider as it will cover aspects with which you come in contact before anything else including their staff, customer service and online system. You will encounter their staff and experience their customer service before, during and after you fly so thus this review should be of importance to you.
We booked our return flights from Gatwick to Reykjavik online through the website which was simple and straightforward. The price was marginally over £250 per person. If you need to ask or were thinking; the flights were booked well in advance before any talk of volcano eruptions and travel restrictions.
THE PROBLEMS BEGIN
We were due to fly out on the Friday afternoon (16/04/10) but the day earlier, UK airspace was closed due to the volcanic eruptions. News channels, travel agencies and airports were advising people not to travel to the airport but contact the airline. I expected an extended delay in getting through on the phone to a representative from Iceland Express due to the travel chaos. After about 30 minutes on hold I got through and I asked whether we should still make our way to the airport. I stressed that it would be a considerable journey on our behalf and would appreciate if they could advise us on the situation and hopefully save us a needless long trip.
The representative was very uncooperative and more interested in requesting our name, flight booking details, address details etc than addressing the issue. The answer we received was that we could go to the airport if we wanted but she would not give us any other information. When asked about the current status or the likelihood of flying, we were coldly told that it may or may not fly. This information was completely useless and did not progress our situation in the slightest. Would not provide any details about changing dates of flights or seeing if we could get a refund. This call was no help whatsoever.
I thought it may have just been me so a friend phoned up later just before were about to leave for the long journey to the airport. Again, the same useless responses that we could go to the airport if we wanted and the flight could leave or it could not. Nothing else was offered even with prompting.
All other airlines and airports were requesting people stay at home and not travel to the airport. Iceland Express provided no direction or information meaning one would have to travel to the airport regardless as if the flight was delayed but departed, we would receive nothing.
DEPARTURE (Well almost)
Arriving at the airport, we anticipated that the flight would be either cancelled or delayed. But with silence from customer service, we had to make our way to the airport on the off chance that the flight would depart albeit severely delayed.
After a couple of hours at the airport and no further information from Iceland Express despite other airlines, the airport and NATS updating travellers, we approached the airline desk when it opened. At the Iceland Express desk we were advised that the flight would not be flying and we could rebook or get a refund. We asked for a refund and were told that they could do nothing and we needed to contact customer service on the phone and rebook or request a refund via their online system. The desk would not do this for us.
A wasted couple of days off from work, a wasted journey to the airport and hours waiting for non forthcoming information from the airline at the airport.
I appreciate and understand the disruptions caused but to fail your passengers by saying silent and offering no information is terrible. I fully understand that it is a low cost airline but even Ryanair managed to inform their passengers and issued quick refunds.
So while the airline may be fine to use, the silence and lack of information which is critical to your travel is very worrying especially in times of difficulty. This was my first experience with the airline and now likely to be the last.