How long does Icelandair have to respond to complaints?

Officially, if you file with the DOT, they have 60 days for a real response. Unofficially? Good luck. You'll get an automated email saying they received your message, and then you might be waiting weeks for a human to actually read it, if you're lucky.

Can I file a complaint against Icelandair online?

Yes, their website has a contact form. It's probably your best bet for creating a paper trail. Just make sure you screenshot the confirmation page after you submit, because I've heard stories of those forms conveniently getting 'lost'.

What documents do I need for a Icelandair complaint?

Everything. Seriously, you need your booking confirmation emails, ticket numbers, receipts for any extra expenses you incurred because of their mistake, screenshots of flight cancellation notices, and even the crumpled receipt for the sad airport sandwich you bought during the 8-hour delay. The more proof you have, the harder it is for them to ignore you. Get it all together.

Is there a fee to file a complaint against Icelandair?

No, there's no fee to complain directly to them or to file with regulators like the DOT. The only cost is your time and your sanity, which, let's be honest, can be pretty high.

Can complaints affect my Icelandair service?

Worried about retaliation? Don't be. They aren't going to put you on a no-fly list because you complained about a lost bag, that's just not how their disorganized system works, and frankly, they probably don't have their act together enough to track that anyway. Your complaint is just one of thousands, so it won't impact your ability to book future flights, assuming you'd even want to.

What happens after I file a complaint with Icelandair?

You'll likely get a generic email with a case number, then you wait. After a while, you might get a response from a customer service agent, probably named 'Alex', offering you a voucher that's worth less than what you lost. Be prepared to reject it and restate your original demand.

Can I escalate my Icelandair complaint to a regulator?

Absolutely, you should. If you're in the US, your best weapon is the Department of Transportation (DOT), because the DOT has a specific online form for this, and they actually require airlines to respond within a set timeframe, unlike that feedback form on Icelandair's site that probably goes straight to the trash. Don't even hesitate. File it.

What kind of compensation can I get from Icelandair?

Don't expect a big cash payout. Icelandair is notorious for offering flight vouchers as compensation, often with a bunch of restrictions and blackout dates that make them difficult to use. For cash refunds you're entitled to, like for a canceled flight, you have to be extremely persistent and probably threaten to escalate to a regulator.

Complain About Icelandair - File a Complaint Today

It's not just you. Icelandair has an 'F' rating from the Better Business Bureau. Seriously, they've had 111 complaints closed in the last three years, and their customer review score is a dismal 1.09 out of 5 stars. Over on Trustpilot, it's the same story, a shocking 1.4-star rating from over 3,800 reviews. Most people are fed up with the same things: sudden flight cancellations, a nightmare refund process, and customer service that seems to vanish when you need it most. If you're at your wit's end trying to get a straight answer or your money back, you're in the right place. It's time to fight back, and we'll show you how.

Last Edited on 13 Dec, 2025

Olivia Harper, Senior Content Manager

10 min read

Best ways to complain to Icelandair

Getting in touch with Icelandair can feel like a challenge, but using the right channel for your issue can make a difference. Here’s a breakdown of your best options.

Contact Method	Details & Availability	Why use this instead...
Phone	1-800-223-5500 (24/7)	Best for urgent issues like last-minute flight changes or problems at the airport. Prepare for a potentially long wait.
Online Contact Form	Icelandair Customer Service Form	Good for non-urgent, detailed complaints where you need to attach documents. This creates a paper trail.
Social Media	Tag @Icelandair on X (Twitter)	Use this for public complaints. Airlines often respond faster to public posts to manage their reputation.
Mail	Icelandair, Reykjavik Airport, 101 Reykjavik, Iceland	A last resort for formal complaints. It's slow, but it's official and can't be ignored as easily as an email.

⏱️ Estimated Response Times from Icelandair After Complaining

Don't hold your breath. Getting a reply can be a real test of patience.

Method	Expected Wait Time
Phone	Immediate to 1 hour (hold times vary)
Online Contact Form	7 days to several weeks
Social Media	24 to 72 hours
Mail	Weeks to months

🔍 Tips to Get a Quicker Response from a Complaint

Have Everything Ready: Keep your booking reference, flight numbers, dates, and any relevant documents handy before you call or write.
Be Clear and Concise: State your problem and what you want as a resolution in the first few sentences. Don't bury the important details in a long story.
Call at Off-Peak Times: Try calling early in the morning or late at night (US time) to avoid the longest wait times.

How to Escalate Your Complaint

If Icelandair is ignoring you or gives you an unsatisfactory response, it's time to escalate. Don't just give up. Your first step should be to ask for a supervisor when you're on the phone. If that goes nowhere, you have powerful options.

For US travelers, the most effective tool is filing a complaint with the U.S. Department of Transportation (DOT). Airlines are required by law to acknowledge your complaint within 30 days and provide a substantive response within 60 days. The DOT process is formal, so have your documentation in order. You can file a complaint on their website.

You can also file a complaint with the Better Business Bureau (BBB). The BBB works, but prepare to wait. It's less about legal enforcement and more about applying public pressure. Icelandair will likely respond just to get the complaint off their public record.

Email Template to Complain to Icelandair

Subject: Unresolved Issue with Booking [[Booking Reference #]] - Formal Complaint

To Whom It May Concern,

I am writing to you again regarding my booking, [[Booking Reference #]], as my previous attempts to resolve this issue on [[Date of first contact]] have been unsuccessful.

On [[Date of incident]], my flight [[Flight Number]] was canceled, and I have yet to receive the promised refund of [[$Amount]]. I was assured this would be processed, but the funds have not been returned to my account, and getting a clear update from customer service has been incredibly frustrating. This whole experience has wasted a significant amount of my time and caused unnecessary stress.

To resolve this, I require you to process the full refund of [[$Amount]] to my original payment method immediately. I also need written confirmation sent to this email address once the transaction is complete.

If I do not receive a satisfactory response and confirmation of my refund within 7 business days, I will be escalating this matter by filing a formal complaint with the U.S. Department of Transportation and initiating a chargeback with my credit card provider.

Thank you for your prompt attention to this matter.

[[Your Name]]

Additional Helpful Tips to get Your Complaint Resolved

Use Specific Keywords: When you write or call, use phrases like "unacceptable service," "violation of contract of carriage," or "DOT regulations." These terms often get your complaint routed to a more senior department.
Keep a Log: Note down every interaction. Get the name of the agent you speak with, the date, the time, and a summary of the conversation. This is invaluable if you need to escalate.
Ask for a 'Final Response': If you're getting nowhere, ask for their final decision in writing. This letter can be used as evidence when you file a complaint with a regulator like the DOT.
Check Reddit: One user on the r/travel subreddit mentioned they only got a response after they sent a registered letter to Icelandair's corporate headquarters in Iceland. It's an extreme step, but it shows you're serious.

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