Claim Compensation from Icelandair

Do not just fire off an angry email without prep. Icelandair support will reject incomplete claims faster than you can blink. You need to have your evidence locked down before you contact them.

• Save your Boarding Passes: Digital or paper. Do not delete them. They contain the ticket number (starts with 108) which is mandatory.
• Get the Reason in Writing: If you are at the gate, ask the staff why the flight is delayed. Operational issues? Weather? Get it on paper or record the announcement.
• Timeline of Events: Write down exactly when the door opened at the arrival gate. Not when you landed, but when the door opened. That is the legal arrival time.
• Receipts for Everything: If you were stuck overnight, keep receipts for the hotel, transport, and meals. No alcohol though, they won't pay for your beer.
• Photos of Baggage Tags: If this is about luggage, you need the PIR (Property Irregularity Report) number you got at the airport. No PIR usually means no money.

Since Icelandair is based in Iceland (part of the EEA), they are bound by European Regulation EC 261/2004. This is great news for you because it offers much stronger protection than US laws.

• Flight Delays: If you arrived at your final destination more than 3 hours late, and it was Icelandair's fault (crew scheduling, maintenance), you could be owed up to $650 (€600) per person.
• Cancellations: If they cancelled less than 14 days before departure, you are entitled to a full refund plus compensation, unless they offered a reasonable alternative flight.
• Baggage Issues: Under the Montreal Convention, if your bag is lost, damaged, or delayed, their liability is capped at approximately $1,700 (1,288 SDR). You must file a claim within 7 days for damage and 21 days for delays.
• US Flights: For flights departing the US, DOT rules also apply regarding refunds for significant schedule changes, but the EC 261 cash compensation is usually the better route for delays.

Note: This information is for educational purposes and does not constitute legal advice. Check the Icelandic Transport Authority for official regulations.

Subject: Formal Compensation Claim - Flight FI[Flight Number] - Booking Ref: [Reference]

To the Icelandair Claims Department,

I am writing to formally request compensation under Regulation (EC) No 261/2004 for the delay of my flight FI[Flight Number] from [Departure City] to [Arrival City] on [Date].

The flight was scheduled to arrive at [Scheduled Time] but the doors did not open until [Actual Arrival Time], resulting in a total delay of [Number] hours. The delay was not caused by extraordinary circumstances but was within Icelandair's control.

Passenger Details:

• Name: [Your Name]
• Ticket Number: 108-[Number]
• Booking Reference: [Ref Number]

According to the regulation, I am entitled to €600 (approx. $650 USD) compensation due to the distance of the flight being over 3,500km.

Additionally, I have attached receipts totaling $[Amount] for meals and refreshments purchased during the wait, which you are required to reimburse under the Duty of Care.

Please process this payment to the bank account attached within 14 days. If I do not receive a response, I will escalate this matter to the Icelandic Transport Authority (ICETRA).

Regards,

[Your Name] [Phone Number]

If Icelandair ignores you (which happens a lot) or claims "extraordinary circumstances" when it was clearly a mechanical issue, do not give up. You have options.

1. Icelandic Transport Authority (ICETRA): Since they are an Icelandic carrier, you can file a complaint directly with ICETRA. They oversee compliance with EC 261.
2. US Department of Transportation (DOT): For flights to/from the US, file a consumer complaint with the DOT. It forces the airline to respond to the government.
3. Credit Card Chargeback: If they refused a refund for a cancelled flight, call your bank. Tell them services were not rendered. This is often the fastest way to get cash back.
4. Social Media Blast: Post your case number on X (Twitter) and tag them. Public shaming sometimes moves your ticket to the top of the pile.

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Disclaimer: The information provided on this page is for educational purposes only and does not constitute legal advice.