Icelandair

Icelandair at Havneholmen 27-29 in Copenhagen serves as both an office for the airline and a point of contact for travelers planning flights to Iceland, North America and other destinations in the company's route network.

The office represents an established airline with roots dating back to the 1930s and a network connecting Copenhagen with Keflavík as a hub and on to several North American cities, making it relevant for customers seeking a one-stop solution for travel with a stopover in Iceland.

As an airline office, it practically functions as a form of travel agency for anyone who wants personal assistance with reservations, rebooking, cancellations, baggage issues and other services related to air travel.

Customers can get help here with classic services that are normally associated with a tour operator : changing tickets, additional options such as luggage, seat selection and special requests during the trip.

Icelandair markets itself as a company that combines transatlantic routes with a stop in Iceland, and the office in Copenhagen is a natural point of contact for Danish travelers who want human contact rather than just using online self-service.

Strengths of Icelandair as a choice for travelers

One of the consistently positive experiences that several customers describe is the punctuality of the flights themselves between Copenhagen and Keflavík, where flights often depart without major delays.

Several travelers also highlight that the planes themselves appear neat and well-maintained, and that the cabin crew generally seems welcoming and professional, which creates a safe atmosphere on board.

Especially for customers who choose the company's premium or business product, a reasonable level of comfort is highlighted on shorter routes between Copenhagen and Keflavík, with good legroom and a calm atmosphere for a travel time of less than three hours.

Some experiences from routes such as Vancouver–Keflavík–Copenhagen in economy class describe decent legroom for passengers of average height, limited noise levels, and a general feeling that the cabin is well-maintained.

The on-board entertainment system is mentioned as a plus: individual screens provide access to movies and series, and several customers appreciate the ability to follow the plane's position and get basic information during the journey.

On some flights, the internet is highlighted as working well, and in certain cabin classes, wifi is offered at no extra charge, which is attractive to both holiday travelers and business customers who want to work while en route.

Some reviews also highlight small details such as serving water several times during the flight, which is experienced as friendly and caring service, especially on slightly longer routes.

For trips that combine flights with purchased activities, cases are mentioned where cancellations due to weather have been handled with full and relatively quick refunds, which reinforces the impression that customer service in some cases delivers a fair and efficient solution.

For travelers who value flexibility, it is also an advantage that Icelandair offers a comprehensive contact universe with telephone support, digital contact options and physical offices like this one in Copenhagen, where you can get help with both standard inquiries and more complex travel plans.

Perceived weaknesses and challenges

Although there are positive aspects, both local and international reviews show that there are also significant challenges that should be taken into consideration when choosing Icelandair.

Several travelers comment on the comfort in economy class, where the seats are described as narrow and with limited legroom, which can make it difficult to sit comfortably, especially when the plane is completely full.

Some find that the distance to the seat in front is so small that it is almost impossible to reach down for things on the floor, and that you inevitably come very close to your fellow passengers.

Another point of criticism that recurs in several reports concerns fees and add-ons: baggage, seat selection and onboard catering often require additional payment, and some customers feel that the overall price does not match the level of service they experience.

Some travelers feel pressured by frequent emails about paid upgrades and meals, which can give the impression that the company is focusing aggressively on upselling rather than creating a calm and simple customer experience.

There are also reports of experienced technical and practical problems, such as challenges with online baggage purchases, where the system does not work as intended, and where customer service is not always able or willing to compensate for the difference in price between online and counter rates.

There is some criticism of the handling of Irregular Operations, such as cancellations and major delays: some customers report poor communication regarding accommodation, new departures and meals, as well as a general feeling that the information is incoherent and sometimes contradictory.

When it comes to family seats, some experiences indicate that families have been placed spread out in the cabin and have had to pay extra to sit together, which naturally creates dissatisfaction among parents traveling with children.

Some also report the entire travel chain via Keflavík as stressful, due to, among other things, busyness at the airport, limited time to buy food and general crowding, which negatively affects the overall impression of the trip.

Icelandair in relation to other travel options

Icelandair differs from many other airlines by actively using Iceland as a hub, giving travelers the opportunity to combine a transatlantic journey with a stopover and thus get more out of the trip than just transportation from A to B.

For Danish customers, it may be attractive to choose a company that has a local presence in Copenhagen, so that you have both access to digital self-service solutions and the opportunity for personal contact in an office that functions as a specialized travel agency partner linked directly to the airline.

Compared to traditional full-service airlines in Europe, Icelandair often falls somewhere in between: on the one hand, with modern aircraft, transatlantic routes and a relatively broad range of services, on the other hand, with a pricing model where many services are optional and where the overall experience depends a lot on how much you choose to pay extra for.

For some travelers, this provides a sense of flexibility, while others find it fragmented and expensive, especially when you add the costs of luggage, seat selection and meals on top of the ticket price.

The general assessment in international ratings and review portals places the company around the middle, where neither the experience nor the pricing is perceived as significantly better or worse than average, but where the fluctuations between good and bad experiences are large.

What can potential customers expect?

Potential customers considering using Icelandair through the office on Havneholmen can expect an airline with a clear focus on routes via Iceland, a relatively modern fleet and the opportunity to tailor the trip with various options.

For those who primarily value reasonable travel time, direct connections via Keflavík, and a certain degree of cabin comfort, Icelandair can be a sensible choice, especially if you are willing to pay extra for the services you value.

Travelers who, on the other hand, value ample legroom, included meals, and completely frictionless processes around baggage and customer service should carefully consider their own expectations and perhaps compare the offer with other providers before making a decision.

The office in Copenhagen can be an advantage for customers who want personal advice on route selection, dates and connections, and who prefer to get help from employees rather than using digital solutions exclusively.

Overall, Icelandair appears as a mid-range solution for international air travel, where the potential for a good experience is present, but where the result largely depends on how the customer prioritizes comfort, price and the need for flexibility before, during and after the trip.