Contact Us

Most requested help topics

At the airport

How can I find flight departure and arrival information?

For flight departure and arrival information, please click here.

Do you have any Business Class Lounges?

You can relax in private lounges provided for your convenience and comfort in all US and European airports served by Icelandair. Click here to view a list of the lounges that Icelandair uses.

Why do I need to print out my e-ticket?

An E-ticket is issued containing your flight information and a receipt for your credit card payment. You will need to print out this email and take it with you together with the credit card which was presented as identification, an identification card with photo ID or a passport.

You will need a printout of your E-ticket if traveling to the US in order to confirm your return flight or as confirmation for customs in order to receive a tax refund. If a traveler is not the owner of the credit card registered as identification he will need to check in for the flight as usual and present a printout of the E-ticket and a photo ID or a passport.

Can I check-in on the Icelandair website?

Yes you can. Click here to check-in online

Can Frequent Flyer members travel with more luggage than those who are not members?

The only difference regarding the amount of luggage allowed is made between passengers traveling in Saga, Economy Comfort or Economy.

For more information about luggage, please view the baggage policy.

If you are a Saga Silver or Saga Gold member, click here for more information.

What are the excess baggage fees?

Excess baggage fees are charged if the bag is oversized in dimension and/or weight. Click here for information about excess baggage fees.

How much carry-on baggage can I bring into the cabin?

Please click here for information about carry-on baggage. Please note, Saga Class and Economy Comfort are allowed the same amounts.

What do I do if my luggage is lost or damaged?

If checked luggage is lost or is damaged on arrival please let ground staff know as soon as possible after arrival at the airport. Please use our online Baggage Inventory Form.

How much luggage can I travel with?

Please click here to find information about checked baggage.

Please click here to find information about carry-on baggage.

Please click here to find informtaion about baggage restrictions.

What rules apply for travelling with skis, bicycles, golf sets and other items?

Please click here for information about traveling with sports equipment.

Booking tickets

How can I find flight departure and arrival information?

For flight departure and arrival information, please click here.

What should I do if I don't receive an email confirmation after booking online?

If you do not receive an email after booking online you may have entered an invalid email address. In any case, please contact us and we can resend your confirmation. Please have your booking number and travel dates available.

Flight Reservations: 1-800-223-5500 ext 2, prompt 1
Eastern Time Zone
Monday - Friday: 9a - 8p
Saturday: 9a - 12noon
Sunday 9a - 11a
Closed Holidays

Can I get my flight ticket refunded if I cannot use it?

To cancel a booking you need to contact us*. Refunds are only possible if the fare rules of the ticket purchased allow a refund and/or if your booking included cancellation insurance that meet the relevant conditions. Please note that different regulations apply for different kinds of tickets.

Changing a booking usually incurs a fee, although some tickets cannot be changed. Each situation is dependant upon the rules and restrictions of the ticket originally purchased. To change a reservation that has already been purchased, please contact us*.

*Please have your booking number and travel dates available.

Flight Reservations: 1-800-223-5500 ext 2, prompt 1
Eastern Time Zone
Monday - Friday: 9a - 8p
Saturday: 9a - 12noon
Sunday 9a - 11a
Closed Holidays

How do I get my ticket if I book online?

The only thing you need to do is print out the email containing your e-ticket. You should present this when checking in at the airport along with your photo ID and passport.

In instances where an e-ticket is not possible, you will be asked to fill out your mailing address and paper tickets will be mailed to this address. Please note that there is usually a fee of at least $50.00 per ticket for issuance of paper tickets.

Why did I not get the lowest fare advertised?

The booking system will always show you the lowest available fare at the time of booking for your selected city-pair and travel dates.

Our Flexi-Pricer calendar (booked from the front page) will provide you with the lowest available fare +/- 7 days of your selected search dates. If the lowest fare advertised was not offered it's most likely sold out. You may find lower fares by changing your travel date(s).

If I pay with my credit card on your website, is the transaction secure?

At Icelandair, we take the security of our customers very seriously. We have taken all necessary security measures so that our customers can conduct their transactions with us in a secure way.

By using VeriSign® technology we can encrypt all data (beyond what is required by law). Since the introduction of our online business in 1997, we have only used credit/debit cards as the means of payment and have never experienced any credit card fraud. Using your credit/debit card on Icelandair's website is as safe as using it to pay in shops or restaurants.

VeriSign® is the leading company today for Internet security solutions which guarantee your safety when you are doing business online.

Please note that the booking might not be completed if the security on your Internet Explorer is set too high. In that case, set security to 'Medium High' which works very well and reset it as soon as your booking is completed.

Gift Certificates: How do I redeem my Gift Certificate online?

To redeem your Gift Certificate and book a flight, check the box marked “Gift Certificate” on the booking engine at www.icelandair.ca. In the next step you will be asked to enter your Gift Certificate booking-code.
Type in your Gift Certificate Booking Code in the field. Press “ADD”. If you have more than one Gift Certificate just enter the second Booking Code and press the “ADD” button again. Repeat for each additional Gift Certificate.
When the desired number of Gift Certificates have been added to the field you will see the total amount which will be deducted from the fare you are booking.
You will be asked for your credit card details for security reasons. When you have finished your booking you will receive an email along with your E-ticket and receipt.
Gift Certificates can only be used for flights. They cannot be used for the purchase of packages or add-ons.
Please note that you can not use your Gift Certificate for the purchase of a previously ticketed reservation. Gift Certificates must be redeemed at the time of booking.

Where can I find the timetable for Icelandair's destinations?

Our flight schedule can be found here.

Can I book a one-way ticket?

Yes. One-way tickets can be book right from the front page of the website. Simply tick in the radio button for the One-Way option.

Can I cancel or change a booking?

Can I choose a seat when I book online?

Yes, on most fare types you can choose a seat onine during the booking process. Click 'Seat Map' when you get to the travel plan during your booking. Please note: some fare types do not allow seat selection until the day of departure at the check-in counter.

Some users may not see this option during their booking. A possible reason for this is that the program Java Virtual Machine on your computer does not upload properly and needs to be updated. Java Virtual Machine is not installed automatically on computers.

Please update Java Virtual Machine if you would like to choose a seat online. Go to www.java.com and click 'Download' or wait for an automatic update. As soon as your software is updated you can choose a seat during booking.

Can I travel while I am pregnant?

Expectant mothers must be in possession of a medical certificate not issued earlier than 72 hours prior to commencement of travel if they are in their last month of pregnancy or have previously experienced a premature birth.

Expectant mothers in the last two (2) weeks of pregnancy will not be accepted for travel.

How can I earn Frequent Flyer points when booking online?

A field is provided for your Frequent Flyer identification number when you book online. Please enter your 12-digit number (Saga number). The points will be added to your account as soon as your trip is completed.

Please note:
You will have to present your Saga Card when booking at an Icelandair Sales Office, travel agencies or when shopping at Saga Boutique. This applies also when paying with your Icelandair VISA card or other relevant cards.

Information on Icelandair's Customer Club (Frequent Flyer).

How do I book destinations other than those to which Icelandair has direct flights?

To book destinations that are not on the Icelandair route map, please select the 'Multi-city' option on the Advanced Booking Engine. There you can manually enter in the city names or airport codes of the departure point/arrival point of your choice.

Please note: Some city-pair combinations may not be bookable using this feature. It's better to select major airports over smaller regional airports.

How many people can I book in the same reservation?

Icelandair's web site allows you to book a maximum of nine (9) people in the same reservation. If you are booking for more than 9 people please contact our Group Department.

How do I book and pay for somebody other than myself online?

If you are not booking for yourself do not use your own user information. Instead, simply enter all relevant information about the passenger during the booking process.

My name is spelled incorrectly in my reservation.

If your name is spelled incorrectly in your reservation please contact us immediately. Please have your booking number and travel dates available.

Flight Reservations: 1-800-223-5500 ext 2, prompt 1
Eastern Time Zone
Monday - Friday: 9a - 8p
Saturday: 9a - 12noon
Sunday 9a - 11a
Closed Holidays

Please note: there is a fee involved to have a name corrected in a ticketed reservation. Name changes (ie Mary Jones to John Doe) are never permitted!

On board

Can I use my computer on board?

Yes, the use of laptop computers is limited to the cruising phase of the flight and forbidden during take-off and landing.

Is there access to phones on the airplane?

We regret there is no access to phones on board and the use of cell phones is prohibited.

What kind of in-flight entertainment does Icelandair offer on board?

On all flights we offer:

Feature films and/or shorter entertainment programs
Multi-channel stereo music
Selection of newspapers and magazines
Atlantica Magazine
Eye in the sky tracking system (on select flights)
In Saga Class and Economy Comfort Class: personal DVD players with a wide selection of films

Entertainment guide

What kind of meals for infants and children does Icelandair offer on board?

Baby meal:
Includes canned baby food consisting of meat, vegetable and fruit. Our Baby Meal has to be reserved in advance, at least 24 hours before departure or at the time of reservation. Hot water is always available on board to heat bottles and jars of babyfood.

Children's meal:
For breakfast, the child's meal normally consists of a grilled ham and cheese sandwich. Dinner usually consists of lasagna or turkey-nuggets. Milk is provided. A child's meal needs to be reserved in advance, at least 24 hours before departure or at the time of reservation.

Note: Unfortunatly you can not order special meals online. Please call us to have special meals added to your online booking.

What kind of meals and beverages does Icelandair offer on board?

Each of our flights features a meal appropriate to the length of flight and time of day. For more information, please click here.

To order a special meal, please call us.

Can I shop on board?

Saga Boutique offers travelers a wide selection of exotic perfumes, exciting accessories, delicious sweets and elegant jewelry, all at duty-free prices. Travelers can peruse the extensive catalogue of Saga Boutique offerings at their leisure and make a selection of their choice during the flight.

You can request a Saga Boutique catalogue by providing your full name and address. You will be sent a catalog before your flight so you can get acquainted with the wide selection that Saga Boutique offers.

To order the Saga Boutique catalog please send an e-mail to: saga.boutique@icelandair.is

All Saga Boutique prices are tax and duty free.

We accept all major currencies, credit cards and traveler's checks.

www.sagaboutique.com

Why does Icelandair charge for the meals on board?

This way we are able to increase the variety and quality of the meals offered on board, and since not all Icelandair customers are interested in having a meal on board, the price of food is excluded from the ticket price. This decision was taken at the same time we increased leg space and started to offer a free personal in-flight entertainment for all cabins.

Special Assistance

Can I travel with my pet?

All pets transported on Icelandair travel in special climate-controlled transport areas in the cargo area of the aircraft*. A maximum of 4 animal crates can be carried on each aircraft, however two animals can share a crate if both are small and of the same species. Passengers must provide their own pet crates. The charge for pet transport is the excess baggage charge applicable to the destination.

Pets must be booked in advanced in the passenger's reservation. Pet's cannot be booked online. To book your pet for transport please contact us**.

Please note that many countries require a mandatory quarantine of pets upon entry. It is the responsibility of the passenger to determine the documentation and requirements of the country being entered. Please contact the embassy of your destination to determine if travel with your pet is permitted before you book your pet.

*Escort, rescue, and sniffer dogs may be carried in the cabin; however they must also be booked in advanced.

**When booking your pet for transport, you will be required to provide the exact dimensions and weight of the crate (inclusive of the pet's weight) for a confirmation.

What rules apply for children travelling alone?

Reservations for Unaccompanied Minors cannot be made online.

On Icelandair flights an Unaccompanied Minor (UM) is a child between 5-11 years of age (11 inclusive) who is NOT accompanied by a passenger 12 years of age or older having the same reservation status and capable of taking full responsibility for the child.

A maximum four (4) Unaccompanied Minors may be carried on each flight.

A child from 3 months to 4 years of age (4th year included) will not be accepted for travel unless accompanied by a passenger who is 12 years or older, travelling on the same flight, that is capable of taking full responsibility for the child.

The Unaccompanied Minor service fee is $60.00USD each way. If two Unaccompanied Minors are travelling together (booked in the same record), only one service fee is charged; if three to four Unaccompanied Minors are travelling together a double service fee is charged.

Unaccompanied Minor Travel Guidelines:
Unaccompanied Minors must be checked-in by an adult guardian who must provide photo identification and contact information, as well as the relationship to the child. On arrival in the destination city, an Icelandair ground agent will also check photo identification and contact information before releasing the child to the guardian, who is predetermined in the child's reservation documents.

Travel documents for a Unaccompanied Minor are placed in a special Icelandair wallet, which is clearly visible on the child.

Important Note: As of February 1st 2006 IGS employees at Keflavik Airport will need to escort those passengers requiring special assistance departing/arriving on Icelandair´s flights. Relatives are not allowed to escort children, elderly or those needing special assistance when departing/arriving with flights at Keflavik Airport.

To book an Unaccompanied Minor, please contact us.

Reservations for Unaccompanied Minors cannot be made online.

Unaccompanied Minors must be confirmed at least 3 days before the flight. Please note: confirmation can take up to 48 hours - please allow for advance purchase.

I need to use a wheelchair, can I ask for assistance on board?

Wheelchair service is provided for passengers who have difficulty moving to, from, or within, the aircraft. Please contact General Reservations for wheelchair assistance and specify if the passenger is travelling with his or her own wheelchair and if it is electric.

What rules apply for seeing eye dogs?

A blind passenger accompanied by a seeing eye dog may have it in the cabin provided that the dog is properly harnessed and muzzled. The dog is not permitted to occupy a seat and must not block the aisle.

Permits must be obtained for entry into the country of transit and or destination where necessary. Icelandair cannot be responsible if the seeing-eye dog is refused entry or passage through any country.

More information.

If you or a family member requires special assistance while traveling, please contact us.