Efficiency of the crew. The planes are small and outdated.
The service, food, and extra details were amazing, thank you!
The service, food, and extra details were amazing, thank you!
NEVER book through Kayak. First they booked us on a flight that didn’t exist and after they fixed the problem, we had to leave a day later then expected. Then because we were booked under SAS, but outsourced to a United flight for our first connection (because SAS doesn’t fly to Cincinnati), we were told our bag couldn’t be routed to our final destination so when we arrived in Newark, we’d have to get our bag from baggage claim, re-check it, and get our new tickets for the rest of our flight. Of course this caused us to miss the connecting flight to Copenhagen, and once rebooked, we lost another 2 days of our trip and added an additional country/ stop to the journey. And finally on our flight from Belgium to Venice, my baggage was lost, causing us to cancel the remaining few days of our trip (we were supposed to be hiking and all of our gear was lost in that bag). Since we booked under Kayak, we were punted around from Kayak to SAS to United customer service reps, everyone passing the blame off on the next company. Kayak claims no responsibility and the airlines refer you back to Kayak. Probably would have had as much satisfaction by setting a pile of $5,000 on fire. What a honeymoon.
The quality of the food was really bad
I had ordered a vegetarian meal in advance and they didn't have one for me, and then they were very rude when I asked about it and proceeded to just offer me the meat meal. Seats were okay, but I paid extra for some better seats. Can't complain too much for the cost of the ticket, but I'd probably try to avoid them in the future based on my experience.
Seats had enough room for me where I didn’t feel cramped. Food was just alright, but I wasn’t expecting much on a plane so I was satisfied. 7 hour flight was not as bad as I was expecting
Tray was filthy. Definitely not sanitized. Flight was slightly delayed
The original flight was cancelled and were unable to connect to the SAS flight. There is NO SAS customer service on the weekends. Unbelievable. Now we are getting the run around on receiving a refund.
I missed two connections because the flights were late. I was given a substitute itinerary that had more layovers in different cities, one of which was Oslo, which is quite possibly the worst airport I’ve ever experienced. I arrived to my destination 3 hours later than expected, which made my taxi ride to my hotel more expensive because of traffic. And then to top it all off, they misplaced my luggage. And as I watch it move through their system because of an AirTag placed in my suitcase, it’s quite clear that they are in no hurry to get it to my hotel.
Kayak inserted a whole other stop into my itinerary and I didn't know about it until I checked in and I had Oslo written on my boarding pass instead of the layover I thought I had. How are you not going to tell me I'm going to Norway? Because of this new addition, I missed my flight to Warsaw, and now I'm stuck in Sweden for the night.
Pros: "Amazing crew, fast boarding."
Cons: "Uninspired food. I was served the same meals 30 years ago."
Pros: "The onboarding process was awesome! The rest was mediocre at best. The cabin was friendly but not helpful. They had weird policies which we have never heard or seen elswhere. The flight had huge screens that won't turn off, it was freezing cold and the crew had no idea how to help."
Cons: "More knowledgeable crew and maybe more crew members, as there were too few and the service took more than 2 hours to complete. Never seen that happen on a 7 hour flight."
Pros: "Crew was business only."
Cons: "More engaged crew. The"
Pros: "Fairly easy boarding process and nice staff"
Cons: "Delayed about an hour once all boarded"
Pros: "The movie section and food were very good"
Cons: "The temperature of the flight was out of control it was very hot for the full 9 hr there was something wrong with the plane and the crew was not addressing it."
Pros: "My flight has been cancelled"
Pros: "Great food, typically on time and very prompt. entertainment was good. It was an older plane so the actual screens and monitors or outdated."
Cons: "There were several babies crying for at least 2/3 hours and of course it is not the fault of the crew or airline. But that definitely left a lot of people dissatisfied with an overnight flight in which we are hoping to rest before arriving in Copenhagen. Seats are getting smaller and smaller. Spaces are very tight but that seems to be the norm with all airlines"
Pros: "Great food and service as always"
Pros: "food wqs decent entertainment options were also good."
Cons: "nothing to complain about except leg space"
Pros: "The airplane clean ,Food good etc."
Pros: "Great legroom for premium seats. Even though not an emergency exit, bags need to go up, which doesn’t make sense at all."
Cons: "Seats itself uncomfortable for long flights. Boarding process could be better."
Pros: "The food was great. The fresh bread is always wonderful."
Cons: "There were no free alcoholic drinks which help me to sleep. I changed seats and moved Mach further back in the plane. I don’t know if that contributed to it, but I was disappointed when I learned of this."
Cons: "Upon landing in EWR on United, per my reservation on this site my connection was on SAS to Copenhagen. Upon arrival in EWR, I received an email from this site saying my SAS flight "may be canceled". I immediately headed to the terminal where SAS was and went into the lounge to speak to an agent. The women I spoke to could not have been more rude. She told me my flight was canceled and that she did not have access to any details because that was United's responsibility. I told her that could not be the case because my flight was on SAS so if they canceled the flight, I would like to understand what my options are given that I had a tight window upon arrival into my final destination into Dubrovnik so I could not be too late in landing outside of my original reservation. She told me that I had to talk to United and did not even acknowledge why there was a cancellation or anything other than the SAS flight I was on was cancelled. She barely even helped me to understand where my luggage was which I was very concerned would be lost given the issue with the flight cancellation. As a result of all of this, it turns out I was put onto a United flight that now had MORE connections. I had to now go to Frankfurt to Vienna to Dubrovnik, all with really tight connections AND now I no longer was on the same flight as my friend who I was traveling with. SAS did not help with any of this or care to assist in ANY way. They told me it was out of their hands and I had to talk to United. AWFUL service when SAS had cancelled the flight! I had no choice but to take the re-routed flights. I ended up running to my gates and barely catching all of my connections which made for a very stressful travel experience to start my long awaited vacation. After paying the high cost I did for my flight, I am extremely frustrated with my experience as I ended up having more connections, tight connections, awful customer service and a really stressful trip. This is NOT would I would expect for how much I paid and out of the quality of an airline. I would like to receive some type of compensation for the extreme inconvenience of landing 3+ hours after my original arrival time, being broken up with my friend who I was traveling with, not being given any options for my travel, terrible customer service assistance, and no acknowledgement from SAS to help me in any way."
Cons: "We arrived late in Copenhagen and I had 20 minutes to catch my connecting flight. Even though I was checked-in for the Copenhagen to Athens flight it left without me. I was then transferred through Prague to get to Athens and again missed my connecting flight through there. Now I am stuck in Prague looking for a flight to Athens and most likely will miss my next flight from Athens to Karpathos and will again be stuck in Athens because there are no flights out to Karpathos until 19 of May, 3days from now. I was physically in the Copenhagen airport and could have made that flight, I feel that since I was already checked in they should have waited for me and allowed me to board. Now I will Be missing work!"
Cons: "late. support afterwards was awful."
Pros: "Boarding was quick and easy. Decent amount of overhead space. The pilot was friendly. USB ports for charging phones at the seat. Free bottle of water at your seat."
Cons: "No overhead fan. When flight got really hot, no way to moderate temperature. No choice of food at all, unless you are in economy plus. I don't remember the last time that a trans-Atlantic flight had at least a meant, or fish, or vegetarian dish. Usually, at least two or three dishes. On SAS, everything has to be ordered ahead of time. Some of the flight attendants were friendly, some not so friendly. No free alcoholic drinks even with dinner. Limited regular drinks - they are only served with food, aside from that you have to purchase even the non-alcoholic drinks. The food just wasn't very good, even compared to other airline food. Compared to other companies, relatively small selection of entertainment. I had considerably more choice on a domestic flight than on a 9 hr. international SAS flight. Storage pockets at the seat are pretty small."
Pros: "Timely & helpful"
Cons: "Nothing"
Pros: "Excellent all around. Super smooth, friendly and fast!!"
Pros: "Really appreciated how helpful everyone was, from check-in at Newark to arrival. The entertainment system worked well, too. Aside from the two issues I describe below, SAS seems to be extremely efficient and well-run."
Cons: "There was some mix-up - not sure where - but I did requested a vegetarian meal and it wasn't in the system. I'd also requested an aisle seat due to a hip issue and was told I'd have one - but when I went to check in, I'd been put in a center seat in a bulkhead. I was able to change but it was the last row of the plane. We the gate they were able to move me up at the last minute - but this all could've been much easier."
Pros: "Again, the flight was fine, and cabin crew was friendly"
Cons: "When I went to the SAS counter to print my boarding pass, the counter lady couldn't find my information. She left me at the counter and went inside to find out more info. Then when she came out, she started interrogating me forcefully, about why I got United involved with my check in for my first leg of the trip, because I am causing her to have all this extra work and etc. How dare she!!! First of all. I didn't want to involve United, the service counter at SAS was closed the entire time, and the flight on my first leg was operated by United, so i had no choice but to go to United. In fact I should be the one asking why I had to involve United in the first place. Where was SAS when I needed their help and guidance???? Why was their counter closed the entire time??? Such a poorly organized airline, I'll be wary to fly with SAS again."
Pros: "Food, staff and video access was excellent."
Cons: "The seating was very uncomfortable and cramped!!"
Pros: "First time using SAS and very pleasant trip"
Pros: "I was running late for the flight due to bad traffic en route to the airport. Nonetheless, the staff was very understanding, and called me to the gate once I finally arrived to assign me a seat since I wasn't given one when I checked in online. They upgraded me without my asking... to an economy plus exit row, so I had lots of room during the 8 hour flight to Copenhagen. The plane was new - an Airbus A330 - and the flight crew was friendly and helpful."
Pros: "I chose SAS since I have used this airline on most of my travels to Norway. It has been without any problems and I highly recommend it. The staff all try to make you comfortable and do not hesitate to get whatever you ask for. I have no plan to change plane. Thank you."
Cons: "I do not like the way they conduct their business from the office. I know they are very busy like any other airlines but please return our calls and answer questions as we are fully entitled to their attention using their airline. . Thank you."
Pros: "Made it safely to destination"
Cons: "Series of unfortunate events: 1. No air vents in seats. Plane was very warm the entire flight. My husband and I spent 6+ hours sweating in our seats. 2. Dinner was not served until 9:30/10PM. By the time we received our food in the back, it was cold. 3. For guests who wanted to sleep during the red eye, the lights were not turned off until after dinner and cleanup, which meant only 2 or so hours of sleep in dark."
Cons: "Multiple maintenance delays and groundcrew forgot to load some bags so there was an even further delay. Flight was cramped too."
Cons: "We were unaware of the need to buy an infant ticket on international flights. When we checked in to our SAS flight in Newark, we were given a boarding pass for our infant without any heads up about the issue. We also got help with ordering bassinet from the gate agent, all without anything surfaced. It wasn't until we were boarding that we learned that we needed to buy a ticket and pay $400+ and nearly didn't make the flight. Can someone follow up now, as we need to make sure this issue has now been resolved for our return flight to SFO on Thursday July 6th"
Pros: "After four hours waiting on the tarmac, at 3AM in the morning, the flying attendants gave us free peanuts. That was very thoughtful."
Cons: "Worst experience ever. We waited on the tarmac for almost 4 hours, due a technical problem. Finally, they gave up attempting to solve the problem (at 3.30AM), and we disembarked. No assistance at all. No hotel. No meals. Rescheduling was a lengthy process. Staff was rude. Really a nightmare of an experience. Note to self: never ever fly again with SAS."
Cons: "Seat was uncomfortable."
Cons: "The flight arrived an hour late."
Pros: "I felt valued. The plane was clean and in good condition. The flight crew and attendants were very professional and took good care of the passengers. It was a quiet and stress-free travel experience."
Cons: "Can't think of a single thing."
Pros: "Very good service with excellent entertainment. Nice smooth flight. An excellent value."
Cons: "Passport control in Copenhagen is too slow to allow for a 35 minute layover. We missed our flight to Stuttgart and had to go to the transfers counter. The service at the transfers counter was outstanding and they put us onto a Lufhansa flight. In the end we got to Stuttgart 5 hours later than planned."
Pros: "The flight from Newark to Stockholm was late, so I was late for the flight to Vilnius,had to recheck-in and wait for 6 hours."
Pros: "We got to sit in the emergency aisle so I can't complain about comfort. The staff was really friendly (although they were really rude on the way over 10 days earlier, so I guess we just got lucky with a nice crew for this one)."
Cons: "You only get one free non-alcoholic drink on this flight and that's really stingy for a 7+ hour a long haul. Drinks should be free on a long haul, especially non-alcoholic ones. There aren't any free small snacks like chips or peanuts. You have to pay for everything and the menu is exorbitantly over priced. It's a cheap and insulting customer strategy. They can save a few bucks in overhead on each customer this way, but they are losing money in the long run because I'll never book with them again due to their tawdry actions. I doubt I am alone."
Pros: "It was great to have a bottle of water right at the beginning of the flight! Made it easier to settle down and relax."
Cons: "It would be great to have a greater offer of music. I really like to listen to some new music from good artists and to get inspired for new music on a long flight. It's too bad, SAS only offers playlists of 1 hour..."
Pros: "The food and movies were good."
Cons: "Didn't have enough money to sit in a seat with leg room."
Pros: "Passengers nice"
Cons: "Food options not everyone eats chicken"
Pros: "We were within a reasonable range of on time arriving, although we were delayed 30 minutes at the start due to fueling issues. Crew was average: no problems, no extraordinary acts of kindness. Great selection of movies to watch onboard."
Cons: "Tight seats, lousy food, even for airplane food."
Pros: "Boarding was pretty much a free for all"
Heads up: no tsa pre check with this airline. Crew was wonderful and professional.
On such a long flight it would have been nice to have been offered water/tea/coffee without paying. But it was OK. I liked that we were allowed to find empty seats and move to a less tightly packed area of the plane. It would have been good if more people wore masks. It was GREAT that masks were offered - and they had fall colored leaves on them. Thank you Norse Airlines for providing a non-stop flight from NYC to Berlin. When BerlinAir died there were no non-stop flights available.
Boarding runs smoothly. The temperature is too cold so not comfortable at all (you are not given a blanket but have to buy one). Food and drinks are expensive.
The BER airport requires the most walking of any airports I've ever visited. There were two (!) complete security checks required for this flight, and staff just hung out, chatting before allowing people to pass through. Can't recommend this.
i could not get into my booking to upgrade anything until 24hrs before the flight- and then it was too late to order food, and other services......I was given the last seat on the plane and was very squashed the entire flight....
Customer service was completely unhelpful and short. It was over 8 hours long, and no flights attendants offered water unless you purchased food.
Don't expect food or drinks for free, be careful with your luggage, it will be extra and if you bring any, make sure you pay ahead on line. But otherwise great airline for a super price. Will definetly fly them again.
Didn't even get water on a nearly 8 hour flight
Plane was new, boarding was smoothe and fast. One of my flights was cancelled only a couple of days before my trip, soo I had to cut the length of my trip by 5 days in order to get back home. Flight attendants were not very attentive. Leg room was terrible! I’m only 5 feet tall and I felt cramped.
At last to offer complementary water for travelers .
Norse will charge you for everything. We were charged £50 for a carry-on bag. The only thing they serve on a 7-hour flight that you don't have to pay for is water. The in-flight meals needed to be bought in advance, but this was not made clear in any of the information we received prior to boarding. In-flight meals were $30. We will never use this airline again and advise other travelers to do the same.
New airline with brand new 787 airplanes - clean and comfortable. This is a low-cost airline. You pay a-la-cart for everything, including soda, food, blankets, even water. However, if you plan in advance, you can arrange for those things on your own and get a very good price for the flight. I had two transatlantic flights with them so far and both of them had nearly empty planes which provided just about everyone an entire row of seats and allowed for stretching out during the flight. Overall good experience.
Das Boarding war verwirrend, wir mussten nochmal von dem Gate an dem wir schon waren zurück zu einer Kontrolle um wieder zu dem gleichen Gate zu kommen. Es gab nur überteuertes Essen und Getränke im Flieger, für so einen langen Flug nichts inklusive...
Travelers be warned: you are charged for everything. Food, headphones, any drink other than water, checking in, overhead baggage. We will not use this airline again.
Fantastic experience flying Norse all around!
We were able to upgrade to first class for a decent price which made the flight so much better. The crew was kind and attentive. Having booked through a 3rd party website (Kiwi) made it a little more difficult to manage my flight.
Need a bit more leg room for comfort.
I know this is a budget flight but no pillow for an 8 hr overnight flight? No food or drink except water unless you pay? It just seems inhuman to me. Otherwise the flight was fine
This is my first time flying with Norse Atlantic. Seems like a good airline. Nice, clean, new airplane with all expected features and comforts. Flight crew is very nice and efficient. Obviously, this is a low-cost carrier -- so you will be charged for anything beyond just a seat on the plane. There is no free food or drink, not even coffee or soda is free. Other than that very good flight experience.
Crew members were so pleasant and always there if i needed anything.
Highly recommended free water/snacks/food for such long flight, or Provide more food options for purchase.
Some people got meals but I never had the opportunity to sign up for a meal at booking so I didn’t eat for a 9 hour flight. They had no drinks, no blankets or pillow either - and the movie selection was very small.
Due to no fault of our own we missed our connection and no one could help us. We had to spend the night in a hotel, rebook our own tickets and pay again!
it’s budget airline. so cheap and cheerful. the food on board had mould on it and was returned. No attempts to give us a new one or equivalent, other than the fact that the air hostess said she will take it of us and take a picture of it. I would suggest people to take their own food and drinks, purely for health and safety. So you don’t get seriously sick whilst on holiday.
New, comfortable, quiet, and clean plane!
A free sandwich/snack would have been nice
Crew members were fantastic.
What I liked: I was not awoken from sleep by constant interaction with flight crew through sales and marketing adverts. What I did not like: 1. Seats were smaller than on other planes. Not being able to select a seat for free can place people in dangerously confined space with no regard for their safety or well being. For some people a middle seat which is too small for their body size can put them and others at risk. 2. Exorbitant costs for check in luggage and exaggerated restrictions on luggage. Check in luggage allows passengers to bring items that are not allowed in the cabin. The weight of check in luggage does not effect the overall weight of the flight or fuel consumption if limited to the same weights. The extra fees and restrictions imposed by Norse Airlines causes haggling, or harrassing of passengers over luggage which leads to delays and more customer service costs for the airlines which more than offset the cost of simple baggage handlers. They make travel logistics much more difficult for passengers overall. 3. No wifi, not even available for purchase. In flight wifi helps passengers organize for arrival plans.
All good! Thank you Norse airlines for a comfortable and smooth direct flight from JFK TO LGW Will def be recommending
The economy fare apparently doesn't include drinking water. We checked in on line but needed to check in a second time at the airport. There was no separate line for people who only needed a new boarding pass. At least forty people in front of us were checking baggage. We were charged a second time for our carry on baggage. Apparently the payment we had made through Kayak was not related to the airline and I am struggling to get a refund for the duplicate payment.
If you pay for seat, luggage and food it ups up to a British airways flight and sorry but you can’t compare!
Incredible. Got us there early. Can’t be beaten for the price.
I had not remembered to ask for special meal though I have gluten allergy, and the staff were amazingly kind and somehow found me one extra gluten free meal for my flight. They were really good and helpful.
Too cold the whole flight
Everything was great, the only complaint was that there were full open rows after take off and the crew would not let people move to those rows without paying for those seats which was very frustrating.
We donot know we must order the meals ..!
I liked knowing exactly what my luggage allowance was beforehand. I liked the lower Norse price. The direct flight was excellent. I was happy with everything. I would have appreciated being offered water more frequently but if Norse don't have the time and staff to do that I understand. It's a miracle to be able to catch any plane nowadays. We can't be so fussy until the industry recovers from the coronavirus impacts.
The USB outlets were not charging our phones.
I was surprised at the airline and crew and the whole experience. Amazing honestly for the money and I fly 2-3 times a month. I’m definitely going to use them as much as I can.
It was difficult to order a meal and I ended up not being able to do it so we had to pack our own food. We weren't even offered water.
Flight was not full so we had plenty of space. Brought our own food but what we saw on board seemed to be ok. Great staff. Smooth boarding. Long overseas flight we believe you could at least provide some complimentary coffee and tea.
I knew what I was letting myself in for. You get what you pay for.
Should be free: Earfone Blanket Pillow Food Water Soft drinks It was not transparent that I could not ckeck in the hole way
Traveling for 8 hours, and paying a $840 ticket the airline should provide a meal and stop charging people for it. The meal provided wasn’t even worth of the price plus the meals on the menu were completely different from what they had available. The same applies for the headset and blankets. I travel excessively and never had to deal with this situation were the most elementary things to be provided to the people according to this airline they charged for it. I will not consider this airline in the future.
I want to first thank your amazing customer service team who were incredibly responsive to any of my queries. I received email responses within minutes each time! Also I was in premium light class and the leg room is the best in the business. And the seats recline a generous amount and are like a recliner chair. Really excellent flight and I will be a frequent flyer.
Great flight for great price. Only thing they need is on board Wi-Fi and an app.
It was cold, blankets would have been a big plus.
Cheap, comfortable flight
The trip was beautiful and the Icelander crew was very helpful with us
Cons: "I had to pay for my check in bag extra, which was not clear in the booking process. Very misleading!"
Pros: "the seat was comfortable"
Cons: "the food"
Cons: "Economy seats are uncomfortable"
Pros: "Overall nice service"
Pros: "Very speedy embarkation process"
Cons: "The seats weren’t comfortable, no snacks were offered at all unless you paid for food, & we had to get off the plane in Iceland on the runway & walk to a bus that took us to the terminal."
Pros: "Absolutely nothing"
Cons: "I needed to cancel my trip due to a work event being postponed. I tried to reach IcelandAir to do this as I needed proof of cancelled flights so I could submit to my trip cancellation insurance to get ticket price refunded. I tried contacting IcelandAir for well over 3 weeks, calling (sometimes on hold for hours before finally being cut off), numerous emails (that went unanswered), messaging on FB, I even opened a Twitter account to try to reach them through there- NOTHING! The flight was supposed to be taken last night- I received a FB message this MORNING apologizing for the delay, and informing me I needed to contact another party- I'm beyond blown away at the lack of professionalism and inability to answer a simple request, which was to cancel my flights BEFORE they were scheduled to depart."
Cons: "No instruction on use of shared video. No headset. Music?"
Pros: "It was vegetarian. Very tasty, although the lentils were a little dry."
Cons: "The salad had a bit of grit in it! I think it was probably the lettuce that wasn’t thoroughly washed. Otherwise fine."
Cons: "The pilots was great, but the baggage was partially lost and we had to wait an hour while they found the rest and loaded it. For that hour, the airport positioned another jet with its engines firing into our air intake, so we spent the whole time coughing in fuel fumes. The crew had forgotten to put blankets out for about 1/3 of the plane on the overnight flight and didn't have enough to go around when the mistake was pointed out to them. Also, the check-in kiosks and web check-in were both faulty, so the desk assistants were overworked. Overall, the service was well intentioned, but inept. Not worth the cheaper ticket price."
Cons: "This airline is the actual worst. Never taking it again."
Pros: "Nothing"
Cons: "The airline was late and every passenger missed their connecting flights. I had to wait another day and now that flight is delayed"
Pros: "Literally nothing"
Cons: "The seat was uncomfortable, the service was slow, both my flights (Newark to Reykjavik and Reykjavik to Heathrow) were delayed and the flight staff was incredibly poor about providing us updates not to mention any accuracy with the timing. Overall, my experience with Icelandic Air was so bad I will never fly with them again."
Pros: "Nothing"
Cons: "We had an 8 hour delay and only learned of the delay when we arrived at the airport."
Pros: "The flight crew was kind."
Cons: "Good evening, I’m not sure under which category our complaints should fall on your website so I will include them here. To summarize our complaint, we booked our tickets on Icelandair through Kayak (and Webjet) and upon arriving at the check-in counter on December 2, we were informed that the baggage fee for our flight would be $95 each! Understandably, we were shocked and very displeased. Nowhere in our confirmation emails or flight details was there anything about having to pay such a high rate for our luggage. The first employee we spoke to said that your airline has recently started charging such fees to compete with WOW Air and as I said to him, I would like to point out again that this is the very reason why I never choose to fly with WOW Air: they clearly state that there is a high baggage fee from the beginning of the registration process and I know of too many other airlines who don’t have such inflated fees. This ticketing agent and the manager said that the level of our ticket (apparently called Economy Light) indicated that we would be charged this baggage rate. It is now my understanding that on the Icelandair’s website, these levels are described but no such options were listed or explained on the Kayak website or any of our confirmation materials/emails. It is the responsibility of your site to post these important details in a conspicuous place so that travelers can make informed decisions. We could’ve flown with Air Portugal for a mere $50 more and saved not only over $200 each but also the inconvenience and frustration. Upon the check-in manager’s suggestion, I looked up our flight by the booking reservation number (LCWNEG) and again, the only “flight type” shown was called Economy, nothing more. The same is true for when we checked in online and reserved our seats - there was never an indication of the fees that were awaiting us. All this to say, we were incredibly upset to be surprised with an additional cost of $200/person (round trip ticket) but then, to add insult to injury, not only did we nearly miss our flight due to the length of time spent at the check-in desk, once we got on the plane and we realized we would not be served anything other than water or soda - since all food/meals must also be paid for in most Economy levels. This was our first experience with your airline/website and I highly doubt we will ever choose you in the future. I know now for a fact that other passengers who have booked through 3rd party sites have found themselves in similar bad situations. If you choose to work with airlines and offer lower rates, it is only honest and fair to make your policies clearly known to your potential customers. We felt mislead and deceived as these rates seemed hidden until it as too late. I eagerly await your response and look forward to hearing what steps will be taken to rectify the problem and make amends for this unacceptable situation. Sincerely, Mandi Vermilyea and Judith Arp"
Pros: "Staff was nice"
Cons: "The boarding was 45 minutes delayed and seemed disorganized. The seats were uncomfortable."
Pros: "Roomier plane for a shorter flight."
Cons: "Ridiculous delay made me lose my connection. Few alternative options to be rebooked."
Cons: "I recently was scheduled to fly out of Newark, NJ on Friday 10/20 but unfortunately there was an issue with my documentation. The airline support staff mistakenly tagged me as a no show however, I had been in contact with both the 3rd party vendor and the airline explaining my situation. I watched my 3 friends board a plan with no idea if I would get to go to Iceland, it was the weekend and no embassy was open to address what may have happened with my documentation. No one could tell me if I would be able to get on another flight and join my friends nor if I would be refunded, I was simply put on a no show list and bounced between several customer support representatives. I am very upset that the situation occurred"
Cons: "Reykjavik airport is very crowded. All the seats were taken, and it was even hard to find a place to stand without being in the way."
Pros: "Personal tvs"
Cons: "Nothing really"
Pros: "Flight was fine, crew was fine."
Cons: "There were complications during checkin that resulted in everyone waiting on line for three hours while the employees tried to figure it out. They couldn't and eventually hand wrote boarding passes. In my opinion - they waited too long to make the decision to do this (over two and 1/2 hours us waiting in line no movement). Because of this, our flight was delayed. We made our connecting flight but our luggage did not. We took Icelander partner Swissair to Amsterdam. We went to the Swissair lost luggage office and spoke with a gentleman who informed us that our luggage was still in Reykjavik and would be flown to Amsterdam the next day (this was Monday at noon). I told him that we were not going to be in Amsterdam, but we're driving that afternoon to Koblenz, and would be staying there until Friday. He assured me that they would fly our luggage to Frankfurt and deliver it to our apartment the next day. I gave him our information, and he gave me a baggage claim with the phone number to check on the status. He told me they would contact me by phone the next day for delivery and that we would have to be present to sign for the luggage. We did not use this as an opportunity to go on a shopping spree. Instead, we bought some essentials (soap, toothpaste, toothbrushes, shampoo, underwear and a shirt) knowing that we had laundry facilities at our disposal. We did not receive our luggage on Tuesday. I called the number given to me Tuesday afternoon (after not hearing from the airline all day) and was told that my luggage had been shipped to Amsterdam....not Frankfurt. I explained again that we were not in Amsterdam and would not be back there until Friday. I was assured that they were putting the baggage on the next flight to Frankfurt via KLM airlines and we would have it the next day. On Wednesday afternoon, I again called the number after not hearing from them all day. I was informed now that our bags made it to Frankfurt airport but would not be delivered until the next day, Thursday. We had been wearing the same clothes since we left NY on Sunday. I asked to speak to the gentleman's manager. I wanted assurances that we would receive our luggage as no one, up to that point, from any airline (Icelandair or Swissair) had followed up with me. I was the one calling each day. He was very hostile and told us his manager was not there and there was no one else we could speak to. There was no other number we could call to discuss our claim. He got defensive and his answer was that the baggage was in KLM's hands and he could not answer for it anymore. Yet I wanted to know why I had not received an update each day, why after three days we did not have our luggage, and why none of them (Icelandair or Swissair) was making this a priority. Remember, our luggage was not lost at any time. They always knew where it was and they always knew where we were going to be. This representative hung up on me ."
Pros: "The flight went very well, and a little faster than what I'm used to on other airlines."
Cons: "Meals and/or more meal options but I also understand you sacrifice this comfort given the discounted prices for flights."
Pros: "Smooth flight"
Cons: "No food"
Pros: "The crew was nice"
Cons: "After being delayed and missing our layover, we were directed to the "help" desk, where no one was working. A group of us finally found our way to the actually information center and were frustrated to hear that we were expected to stay overnight and leave for Paris in the morning when there was an available flight to Paris that afternoon. I explained to the attendant that despite her claims, the flight was not full (as I could purchase it on Google Flights) and she rudely told me that if I wanted to be on it that bad, I could pay for it myself. Unfortunately, that is what I had to do. Thankfully, I was able to get to Paris that evening, but it was most certainly not due to accommodating customer service. To say I am disappointed is a tremendous understatement and as mentioned before, I am an experienced and regular traveler, but I will most likely never fly Icelandair after this."
Pros: "They had great menu options. Good price on alcohol if you want to drink also a really superb selection of spirts to choose."
Cons: "Small aircraft should not put three people to a row."
Cons: "Why do you charge for food?? Even on an international flight??"
Pros: "About the same as our first leg of our trip."
Pros: "Loved the northern lights on the flight. Also the staff was great, flights were great and on time."
Cons: "Could have used a snack on the long flight."
Cons: "Doing things on time seems to be a concept they don't grasp; boarding seems to happen at the time they state for departure (but that isn't what your ticket says). Explain to me how you can have all your big flights departing at the SAME TIME? Gates are close together for big flights with very little seating area so people are milling about confused about which line is which and not wanting to sit on the dirty floors."
Pros: "Flight crew very friendly and accomodating. On tome, excellent entertainment ."
Cons: "Only annoyance was non bridge boarding, needing to get bus to board"
Cons: "They did not call for rows so it was mass chaos especially when our gate line crossed with another boarding at the same time. They have a lot of flights leaving at the same time and it could be a much better boarding process."
Pros: "Was on a plane for 5 hours with no meal or snack All other airlines I have on offer at least one if not more'"
Pros: "sufficient room for legs (my height is 1,78)"
Cons: "An entertainement digital tablet is available on demand. Nevertheless, the proposed films and music aim almost exclusivment Icelandic public"
Cons: "This is the first and the last time that I fly to Europe with a budget airline. To save themselves a few bucks, they made the experience much less pleasant than it could have been. What they sold as food on the airplane was pathetic. And the prices for the awful food at the airport in Reykjavik were outrageous and they were not even posted, so until you went to pay you didn't know that those two pieces of stale bread with a thin slice of ham cost more than $12. Things like these leave one with a very bad aftertaste. Not worth it."
Pros: "Service was attentive. Flight went very smoothly. I was glad the plane was not packed. He extra empty seats made it more comfortable."
Pros: "Uncomfortable plane."
Pros: "See above"
Cons: "See above"
Cons: "I was delayed 9 hours due to a strike, including a 7 hour layover with no offer of compensation or assistance."
Cons: "The terminal was a mess, under construction and very disorganized. This made the boarding process difficult and confusing."
Pros: "Flight staff was extremely friendly and helpful. Leg room better than average."
Cons: "We boarded the airline and actually got airborne for about 15 minutes before we were told by the captain that there were "technical problems" and would be force to return to (KEF) the original airport. Once there, we were told that we needed to exit and board another aircraft, which would depart in about 2 hours (all told the delay was around 3 hours total). In the meantime, the airline gave us food vouchers for the food court to compensate for our inconvenience. The only problem was, we weren't hungry, that wasn't what worried us... what worried us was that our Airfrance connecting flight to Florence, at the following airport (CDG Paris), departed about 15 minutes before our ( new) arrival time. We told this problem to icelandair staff at Reykjavik airport, there was no attempt by them to help alleviate our problem, they merely told us that we would have to talk to Airfrance about this problem as our Airfrance ticket wasn't booked on the same itinerary, and so it appeared that we were on our own. We passed the two hour layover relentlessly attempting to contact Airfrance to inform them of our status, hoping we could get re-booked on a later flight.... And so we arrived in Paris late, as expected, and learned that, not only did we miss our departing flight to Florence, without refund or a new flight booked, but we also forfeited our RETURN flight to Paris, not set to depart for THREE WEEKS. Stuck in Paris without a flight, now 16 hours after our journey began, extremely tired, angry, confused...we then had to book another round trip ticket from Paris, costing us an additional $900 USD! Although my anger and sense of injustice is largely aimed at Airfrance (because they still cancelled our return flight even though we contacted them numerous times to inform them of our dilemma), it would have been reasonable for icelandair to have worked with us and perhaps put us on a different flight, perhaps to Rome?, instead of dismissing us so thoughtlessly, because, after all, it was the icelandair flight that was delayed 3 hours and caused the problem in the first place. Right?"
Pros: "Nice crew"
Cons: "No passenger bridge at Keflavik. Had to use gate that is undergoing renovation for Paris leg. No free water bottle on this leg."
Cons: "Hearded through constuction with poor directions and had to ride a bus and stand outside for 20 minutes in Iceland at 5 am trying to board a plane."
Pros: "Luggage made all the very short connections, which has never been the case with other airlines such as BA, Air Nez Zealand, Delta and AA."
Cons: "pay for food"
Cons: "missed the connecting flight"
Pros: "Legroom"
Cons: "Duty free choice onboard"
Pros: "We had an excellent flight! The crew of flight attendants were great! The food was delicious! The flight arrived to Budapest 30 minutes early! What more could anyone ask for? Perfect! Thank you LOT Polish Airlines!"
Cons: "Toilets was’t in service for flight from Warsaw to Lviv"
Cons: "The entertainment system didn’t work at all the whole long haul flight"
Pros: "Being on time, clean airplain"
Pros: "Service excellent"
Cons: "Late flight"
Cons: "Sound control on the entertainment console was a bit wonky. Nothing major, just enough to be annoying until I figured the details."
Pros: "Crew was amazing.Seats are comfortable.Clean aircraft.Friendly service."
Pros: "Available seats"
Cons: "Didn’t like food and they didn’t give the ear set- glad I got my own"
Pros: "I love Dreamliner windows"
Cons: "Flight was delayed"
Cons: "The boarding and flight were late"
Pros: "like the team .drinks.food.the gift . confort .place .slept very good . thank you very much for service"
Cons: "Was delayed. A huge guy was sitting next to me and taking the space."
Pros: "Legroom, Prompt arrival."
Cons: "The entertainment screen did not work well; I could not use it at all. That is very bad on a long flight."
Cons: "Ear bud connector was broken"
Cons: "Bad flight over all was delayed 3 times for no reason No one tells you anything"
Cons: ""beds" not as comfortable as British Air, Qantas or Air NZ, which are all we have to compare it to Grasp of English of crew not great. Choices of menu in Business limited, especially for those not eating pork or beef (again,not our experience on the above mentioned airlines) The requested vegetarian meal was the same for both dinner and breakfast, and consisted of the same plain cooked vegetables and fresh fruits only"
Pros: "Very professional crew ."
Cons: "Not applicable"
Cons: "Cramped plain; leg room no existing; on-board service mediocre at best! But I guess you get what you paid for...."
Cons: "Connecting flight in Warsaw was horrible. Warsaw airport is not prepared to help people that have little (1 hour) time to catch other flights. It's a nightmare."
Pros: "Quick and good service"
Pros: "Speed of fly"
Cons: "a hard seat"
Pros: "the flight attendants were very nice."
Cons: "the fact that my carry on bag was broken when we landed in Poland and no one from the staff took even a second to guide us about what can we do about it. the entertainment system was not good at all and the movie section was poor. our flight from TLV to Poland was canceled and they didn't know about it until 4 hours before the flight!!! Not sure I will fly with this airline again in the future."
Cons: "I didn't like that there was no Wifi, the seats were a bit small, and the connecting flight to moscow was only about 40 mins from the arrival, and we were delayed and I missed my connection. They should not plan connections this close."
Pros: "Flight on time, comfortable, accommodating service, good food."
Cons: "the crew wasn't so nice and helpful"
Pros: "The usual cramped travel but it was fine. Good movies"
Cons: "Somewhere Ipad disappeared from luggage we had checked."
Cons: "old aircraft enterrainment system didnt work food tray broken in many seats"
Pros: "Crew was very nice"
Cons: "Seat was broken and flight was delayed 45 min"
Cons: "My bag didn't arrive in Warsaw. I asked the LOT representative at JFK to verify that my bag was on the flight between NYC and Warsaw. She said that it was, but it wasn't there when I arrived"
Pros: "boarding hour late all other ok."
Cons: "everything ok"
Cons: "I'm still on this roller coaster! Initial flight delayed 3 hrs. Missed connection in Warsaw. Got on another flight with its own connection Munich then Sofia and about to miss that connection too because this flight is also delayed for no reason. Lot app doesn't work. Customer service is horrificly slow and their phone number had me on hold for over 40 min after which dropped my call"
Cons: "NYC to Warsaw, the flight was 4 hours late no voucher for food. some got it some not. i lost the flight from Warsaw to Bucharest they put me on flight from Warsaw to Vienna that flight was late as well i got to Vienna and i ran to get the flight to Bucharest. i was very tired"
Cons: "Delayed by 2.5 hrs"
Pros: "Smooth and easy boarding and deplaning"
Cons: "Charge for a glass of wine but not soft drinks which just about cost the same"
Pros: "Nothing"
Cons: "The entire flight was cancelled. I didn't receive any notification from the airline prior to my arrival at the airport."
Cons: "Kosher food wasn't good, seat's where not comfortable"
Cons: "Late as always, didnt get anything to drink from warsaw to rzeszow. Not happy at all"
Cons: "My flight was canceled after 4 hours of waiting . Poor communication in regards to it"
Pros: "Practically nothing"
Cons: "The flight was late and we missed our connecting flight delaying our trip."
Cons: "After spending almost $1,400 on my ticket to Poland, the last thing I would expect for such a long trip would be a broken seat that didn't recline. Being 6'7"in height and having the seat in front of me reclined I had to sit crouched for over 9hrs.When I informed the stewardess, not much concern was given and the alternative offered was worse because it was a middle seat with less space knowing that there were available seats in premium class. No effort was made to accommodate me knowing that the trip was long and sitting with my legs crouched could cause a health issue. A working seat is not a luxury, it's basic equipment that you expect to be functional not broken."
Pros: "787 is a great plane."
Cons: "No headsets were provided to the passengers for listening to movies. (Had to use my own.) Terrible that they charge you for advance seat flight choice."
Pros: "The staff at Polish airline was great, very kind and helpfull!"
Pros: "Comfy seats, entertainment, 2 in flight meals and very attentive flight attendants. They also supply blankets, pillows and headsets. Very smooth flight from JFK into Warsaw."
Pros: "Direct from nyc to warsaw"
Cons: "Was unlucky and was seated in a row where TVs did not work. Staff just shrugged their shoulders..."
Pros: "Check in fast and friendly. Arrivals on time. Service more professional than Lufthansa.There"
Cons: "There is nothing wrong to mention."
Pros: "The plains are new and modern. Seats are comfortable."
Cons: "Boarding was just degrading . Boarding crew was unable to handle the passengers. Everyone just rushed for the plain regardless of seating order. Total chaos."
My flgiht was missed and rerouted to Birmingham which took me a whole day to get to Bristol and I missed my daughter birthday party
The flight was delayed.... which made me late for my next flight!!! So.... I spent the next day, 7 1/2 hours, at the Dublin airport! Not great!!
Charging 8 Euro for a cup of coffee but not telling passengers that coffee wasn't free. I have never had a flight where you paid for soft drinks. There was no entertainment, which is fine for a short flight.
The staff on the plane was friendly and the food they served was very flavorful. It was kinda tight quarters in the seats but the seat was comfortable.
Horrible experience with booking and would never recommend or use the app again.
Cons: "Flight was late due to earlier mechanical error. These things happen but still annoying when they do. Crew didn’t seem too bothered."
Pros: "Everything about this booking was a disaster. Not the least of which is that my bags are still on London and are total travel time will end up being about 24 hours returning."
Pros: "Staff was great"
Cons: "There should be a choice of Halal meal also, while booking the seat"
Pros: "The crew on the plane and at the Dublin airport were nice. We haven’t made it to Dubrovnik. Plane from Newark was delayed, we missed our connection, our luggage was misplaced, then they didn’t have another flight until the next day, and they sent us to a hotel that didn’t have any rooms available."
Cons: "What couldn’t have? Thanks Aer Lingus."
Pros: "Crew was very nice. Food was ok."
Cons: "Seats were not very comfortable."
Pros: "Overall everything went better than expected. Flew Aer Lingus from East Coast through Dublin to Rome. Making the connection in Dublin was the easiest connection I’ve ever made and I fly multiple times every month. I would fly Aer Lingus to Europe again for sure."
Cons: "We did not get to select the seats. I did get an extremely low priced fare so I was prepared. The seats were in the very back of the plane from Dublin to Rome even though there were many seats open throughout the plane. I couldn’t figure out how to purchase upgrades using the app."
Pros: "The welcome, hospitality and service by the crew were all excellent"
Pros: "The food"
Cons: "Crew bare minimum service entertainment not functioning properly check in difficult flight operated by aer lingus"
Pros: "Staff on board were friendly"
Cons: "7 hour delay with no effort to facilitate passengers"
Pros: "Absolutely nothing"
Cons: "Traveling for important business trip. Flight got canceled for “operational issues” and I Never received a notification from the airline or booking agency. I was told I couldn’t get a flight until 24-48 hours later. There were flights available through other airlines, so I asked if they could get me on one of those flights. I then sat on hold for 45 mins to be told that the airline wasn’t responding and the only thing they could do is refund me. I ended up purchasing a new round trip airfare 4 hours before departure which cost me $1000 more than what I paid for my original flights. I was experiencing a lot of anxiety and stress during this period again with no help from the agents. I expect someone to get back to me regarding this and offer some options on how to make this situation right."
Pros: "The crew was very helpful and has provided lots of water now and then, wich was really relieving on the long distance. The seats were quite comfortable, the food quite all right."
Cons: "The flight was delayed wich caused a lot of stress bevor, while and after it, 'cause of the connection flight, that we were afraid to miss. We've got the connection at the end, but the luggage didn't come with us, so a luggage investigation was needed. A lot of paperwork and stress, hopefully I'll at least get it back soon. Entertainment wasn't available for several hours, it was an error in the system or something. Some of the seats have had it, others have had not. It took them hours to fix it."
Pros: "Excellent price and great service"
Cons: "Not a lot of legroom"
Cons: "We tried to get a checked bag when checking it online but the site kept shutting down. When we got to the airport they told us it was $100 for each of our checked bags. They would not let us back away from the counter and check in online, even though it was only $45 online. The man who helped us was fine but his boss was rude and totally unhelpful. We will not fly Aer Lingus again if possible, which is sad because we are Irish and like the rest of the experience usually."
Pros: "Flight was ok."
Cons: "No free food or drink service."
Pros: "The crew was very pleasant. The food was actually good! The flight was exactly on time! And they didn’t loose my luggage! It was perfect"
Cons: "The chairs are so uncomfortable!"
Pros: "I got from point a to point b just fine"
Cons: "It was very cold on the flight, the boarding process could be more organized, nothing complementary."
Pros: "It landed early"
Cons: "After dinner, seat belt sign was on for the rest of flight. They didn't want anyone to use the bathroom...for over 4 hours. There was really no turbulence. Basically it seemed to be a reason to not provide service and trap people in their seats. You also had to pay for alcohol. Worst international flight I ever had in terms of customer service"
Pros: "Timeliness of flight and service on board."
Cons: "We upgraded 7 travelers for priority boarding. However as we got through check in, 2 of us were told we had to check our carry on. Mind you our carry on was the same size (exact same suitcase) as 2 others in our party who did not have to check in their bags? "Priority Boarding is now only €4.99. Be the first on board to store your cabin bag and relax in your seat before take-off." I believe I am entitled to a refund based on the info on above taken directly from the Aer Lingus website."
Pros: "The Crew was lovely on the Transatlantic flight. The Dublin-HH crew was polite, one older lady was warm. Of course I would have like free wine, but I imagine many passengers might abuse the offer..."
Cons: "Narrow seats, not spacy feet place (fortunately a nice gentleman in the middle of us, 2 people, found a seat with more space - he was a very long and not too skinny man. Only 3 toilets for both isles of passengers on a TRANSATLANTIC flight."
Cons: "Free-for-all boarding was less than ideal. Boarding by seat rows as on Boston to Dublin flight would have been better."
Cons: "Missing connecting flight"
Cons: "More room for passengers in economy class. It is becoming utterly unpleasant. I would like not to be forced to check-in the carry-on when the plane is full. Make more room, sell less, or don't tell me I have right too a carry-on."
Cons: "I was absolutely appalled by the service, I was in the rear of the plane both flights and by the time the food had got to me there was no choice of meals . The flight attendants just threw it down in front of me . I found the staff rude and I could hear them making fun of passengers. Also the tables were insteady so you had to put something under it so it was level. Headphones hurt your ears. And the fact that when I booked my flights they did not mention that the flight from Dublin to Newark was a domestic flight so no free alcohol. I was very disappointed in this flight to and from"
Pros: "Quick Boarding"
Cons: "Flight was delayed for an hour"
Pros: "Dublin airport is cold. Security between plane in correspondance area to crowded and unnecessary."
Cons: "The good part was that I paid for what i received. So anyway why do I complain."
Cons: "Short flight so N/A on food and entertainment. Crew were much nicer and friendly than our first leg of the trip."
Cons: "It was like squeezing everyone into a cattle truck and airport crew double book seats of a few passengers on a full flight so there was confusion on board"
Pros: "The shepherds pie was excellent !"
Cons: "The seat cushion was worn out and lumpy"
Pros: "On time delivery"
Cons: "How many seats can you cram in to an airline cabin? So tightly packed it indicates a base level of disregard by the company for their customers. And nothing offered that didn't cost (no coffee, water...)"
Cons: "First of all, they were not able to locate my reservations even after I showed them the e ticket. I had to be on call with Etihad for 1 hour to figure out my reservation. I had a small 7-year-old son with me and we were at the airport from one day. Since my other flight got cancelled I ended up boarding taking Etihad. I was first in the line at the check-in counter and ended up boarding at the end with all the hassle. I requested the vegetarian food twice and confirmed it while the reservation, but still didn't get the food. My son and myself were hungry for few hours. The crew was not very supportive to accommodate any food."
Pros: "Everything was good overall."
Cons: "Seats got a little uncomfortable after a while."
Cons: "I can't actually make a comment on the food since u have to pay for it and I didn't want to. Nothing appealed enough to pay for it. Entertainment wise, there was no entertainment so I have it one star"
Cons: "Did not likevthe fact that beer and wine was not included on a trans Atlantic flight."
Pros: "Confort"
Cons: "Too cold"
Pros: "Got Shuffled off by British Airways onto them the seats were good and the plane was new model"
Cons: "Staff did not know how to behave when asking you a question, seemed upset and your comfort was none of there concern."
Pros: "Constant attention to comfort"
Cons: "Not even free water"
Pros: "Friendly cabin crew."
Cons: "My baggage is still missing a week after my flight arrived and no news about it. I can't get in touch with anyone from the airline or who can help me. Pretty terrible experience."
Cons: "We arrived at Dublin airport two hours before our flight--as instructed--and had to enter an enormous line. Finally, we were instructed to leave the line after almost an hour and a half and were then informed that our tickets had been sold to someone else (we were bumped!). Aer Lingus tried to "normalize" this by explaining that they always "overbook" by 10%. How irresponsible! Instead of arriving in Paris at 4:30 PM (a direct flight) we had to take a flight to London and then to Paris and arrived at 11 PM exhausted (the bus service to Paris had closed down and we had to take a taxi). We will never fly Aer Lingus again. Aer Lingus created the long line to create this very situation!"
Cons: "Smell the smoke from outside while boarding or landing. Pay for wine Luggage allowance, NO PERSONAL bag?? Movies not so many options"
Pros: "check in process was easy"
Cons: "Our 2 carry-on bags were moved to checked in just before we got in. We were told that it was because it was a full flight. So what do I see in the overhead bins? 2 carry ons with "crew" tags. What bulls**t. This was a very good airline 20 years ago. Not anymore"
Cons: "In the US we board by row numbers. With Aer Lingus, the boarding was weird & illogical."
Cons: "I remember Aer Lingus being a quality airline that treated passengers well. Now charging for tea and water, and exorbitant fees for bags? Felt like Ryanair. If I want to feel like bottom of the barrel I'll just take them next time!"
