Newest Review: ... I will be spending Christmas alone instead of with loved ones. Worst Christmas ever in my life. I am very upset with Iceland Express.... more
An awful customer experience, makes Ryanair seem amazing!
Member Name: evian1983
Advantages: Online booking was simple and straightforward
Disadvantages: Terrible customer service who provide no information and are extremely unhelpful
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.
Summary: Don't expect much because you may receive much less!
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