Were you denied boarding?
If your are denied boarding, you can request to travel to your final destination on the next Icelandair flight, under comparable transport conditions and on the condition that there are available seats. Please contact Icelandair agents located on-site, or contact our service centre, to arrange alternative flights.
If you have included contact information in your booking, you will be notified regarding changes to your travel itinerary. If not, you can always review your itinerary on the Icelandair website.
Meals
If your have been denied boarding, you are entitled to care provided by Icelandair while you await alternative flight(s). This care consists of meals and/or drinks as well as two phone calls. Please contact Icelandair agents located on-site to receive your meal vouchers.
Sometimes it might not be possible for us to issue vouchers, due to the number of passengers being affected by flight disruptions simultaneously. In such cases, we kindly ask that you retain any itemized receipts for costs incurred and submit them for reimbursement (choose "Delay/Cancellation Assistance"). Icelandair will reimburse a reasonable amount, in relation to waiting time.
Accommodation
If we are unable to provide you with an alternative flight on the same day, and you are unable to return home, you are entitled to accommodation. Please contact agents on-site at the airport for hotel vouchers.
Sometimes it might not be possible for us to issue hotel vouchers, due to the number of passengers being affected by flight disruptions simultaneously. In such cases, we kindly ask that you retain any itemized receipts for costs incurred and submit them for reimbursement (choose "Delay/Cancellation Assistance"). Icelandair will reimburse a reasonable price for a double hotel room.
You are also entitled to transportation between the airport and the place of accommodation. If we are unable to provide you with a transportation voucher, please retain all itemized receipts and submit them for reimbursement (choose "Delay/Cancellation Assistance"). Icelandair considers reasonable transportation cost to include a train ticket, a trip with an airport shuttle and/or fuel costs.
If you have been denied boarding without there being reasonable grounds for this denial, you are entitled to compensation. The compensation amount varies depending on the length of your journey and, when applicable, your alternative flight.
If you believe that you can raise a justified claim against Icelandair based on the aforementioned conditions, please refer to Icelandair‘s claim form.
A list of the relevant authorities responsible for ensuring the legal rights of passengers can be found under Europa.eu.