Refund of Cancelled Tickets

In case you are unable to take advantage of an already purchased flight ticket, and need to cancel it, you might be eligible for a refund. Rules about refunding tickets are attached to specific fare types, but in special cases different rules might apply.

PLEASE NOTE: These terms and conditions apply to Icelandair flights only. If your ticket was booked via third party, such as an OTA or an external agent, other terms and condition will apply. For more information, please contact the third party in question.

If you book a ticket through Icelandair's booking channels* we will allow you to cancel the ticketed reservation without penalty. You will receive a full refund if the reservation is made more than 2 days prior to the scheduled flight departure and is cancelled within 24 hours after purchasing (Holiday Package bookings included). Please note that these conditions do not apply to group bookings of 10 or more.

You will be issued a full refund minus the ticketing fee (if applicable).

*If your booking was made through a travel agency, or another booking source, you must contact your point of purchase directly for a refund. Please note some third party fares are not eligible.

In other situations than described above, refunds are only possible if the fare rules of the purchased ticket allow a refund and/or if your booking included cancelation insurance that meets the relevant conditions. Please note that different conditions apply for different kinds of tickets.

When changing a booking, most of the time passenger incurs a change fee and possibly some fare difference. Each situation is dependent upon the rules and restrictions of the ticket originally purchased.

Icelandair will promptly refund the applicable amount due, as follows: (a) with respect to tickets purchased by credit card, a credit statement will be transmitted to the credit card issuer within seven business days of receipt of full documentation warranting the requested refund and (b) with respect to tickets purchased in cash, a full refund within 20 business days of receipt of full documentation warranting the requested refund.

At the time of purchase, Icelandair customers are offered the option to buy cancellation protection.

The cancellation protection ensures the repayment of that part of a travel fare which has been paid to Icelandair and cannot be repaid in any other way if a customer cannot make the intended journey. If the passenger does not manage to make the journey Icelandair reimburses the ticket. If the passenger needs to change his travel plan after commencement of the journey, Icelandair reimburses the relevant travel ticket (part of the ticket that has not been used) or change fees (but not the fare difference).

Documentation in the form of a medical certificate signed by a doctor will be required, in case of loss of a close family member a death certificate is required. A medical certificate/death certificate does not entitle a repayment if the cancellation protection was not purchased. However, if the passenger travelling passes away, we do refund that passengers ticket when a death certificate is provided.

The cancellation protection does not provide compensation for various other service charges, namely booking charges and ancillaries. The cancellation protection only covers cancellation of tickets paid to Icelandair. It does e.g. not cover the costs of hotels and rental cars booked on www.icelandair.com, etc.

The cancellation protection can only be added when booking your flight or up to 36 hours after the purchase via a link from your e-ticket confirmation email.

Repayment

Payment of a cancellation charge ensures the repayment of that part of a travel fare which has been paid and cannot be repaid in any other way if a customer cannot make the intended journey on account of:

a) death, sudden serious illness or accident which requires the hospitalization of himself, his partner, whether in the case of a partner by marriage or by established cohabitation, children or grandchildren of a customer, his parents or parents-in-law, his grandfather, grandmother, or siblings;

b) significant material damage to his home or at a private company, which renders his presence necessary (a police report should be available).

The nature of the circumstances listed above should be such that it is unavoidable to cancel a previously made order. A cancelation fee is in no circumstance repayable.

This cancellation fee is not covering any possible fare difference due to change of flight date after commencement of the journey.

Validity conditions

It is a condition for the right to repayment to be established that:

a cancellation charge is paid;
a customer is not aware of the damage, loss or incapacity nor has suspicion of impending damage, loss or incapacity, which establishes a right to repayment at the time, when the cancellation charge is paid.

The right to repayment is valid from the time specified on the receipt for its payment and up to the time of departure.

Excluded risks

A right to repayment is not established in the following instances of damage, loss or incapacity

incapacity which comes about as a result of deliberate self-inflicted injuries;
incapacity which comes about as a result of sickness which may be related with the use of alcoholic drinks or drugs, other than drugs which are taken under medical advice, excepting drugs used in medical treatment arising from the use of addictive and illegal drugs;
incapacity, loss or damage as a direct or indirect result of nuclear reactions, ionizing radiation, contamination by radioactive substances, nuclear fuel and nuclear waste materials, or as a result of war, military invasion operations, civil unrest, uprising, riot, or similar actions. The same applies to incapacity, loss or damage arising directly or indirectly as a result of earthquakes, volcanic eruptions, floods, avalanches, or other natural disasters;
Damage or loss arising from the cancellation or delay of scheduled means of transport;
incapacity, loss or damage which comes about as a result of sicknesses which the customer was suffering at the time when the cancellation charge was paid, or of his treatment for them: see 3.1.b above;

The cancellation charge does not cover repayment of service charges, namely booking charges etc.

Procedures in the case of claims – repayment

A claim in case of loss shall be notified immediately and an official hospitalization certificate or a police report supplied together with the receipt for airline ticket.

Repayment shall be made within 45 days of receipt of full and satisfactory proofs of Icelandair’s obligation for repayment in accordance with these terms and conditions and from the time when it is possible to determine the amount of repayment. The person in question at his own expense must present certificates and other documentation, which Icelandair may require in order to be able to assess its obligation for repayment.

If a customer also has a current right to compensation from insurance for the same case of loss, Icelandair will only pay proportional compensation.

Fraud – erroneous information

If a customer provides fraudulent descriptions or information or conceals events or circumstances, which are pertinent to Iceland air’s obligation for repayment, he forgoes his right with respect to the company.

Address and registered office

The address and registered office of Icelandair is in Reykjavik. Any cases, which may arise regarding repayment in accordance with these terms and conditions, shall be taken to the local court of Reykjavik.

https://www.icelandair.com/en-ca/support/terms-and-conditions/cancellation-terms/

The flight times shown in timetables may change between the date of publication and the date of the passenger's actual travels. Carrier does not guarantee them to the passengers and they do not form part of the passengers’ contract with Carrier.

Before carrier accepts the passenger's booking, it will notify of scheduled flight time(s) in effect as of the time of booking, and it will be shown on the ticket. If the passenger provides correct contact information, carrier will endeavor to notify the passenger of any such changes. If, after the passenger purchases the ticket, a schedule change occurs, delaying the flight by at least 5 hours from the originally scheduled time, and this schedule change is not acceptable to the passenger, he/she will be entitled to a refund in accordance with the article below.

If carrier cancels a flight, fails to operate a flight reasonably according to schedule, fails to stop at the passenger's destination or stopover, causes the passenger to miss a connecting flight on which he/she holds a reservation in the same ticket, the amount of the refund shall be;

a) If no portion of the ticket has been used, an amount equal to the fare paid (this does not include the booking fee, which is non-refundable);

b) If a portion of the ticket has been used, the refund will be not less than the difference between the fare paid and the applicable fare for travel between the points for which the ticket has been used.

The ticket constitutes conclusive evidence of the contract of carriage between the carrier and the passenger named in the ticket. The carrier will provide carriage only to the passenger named in the ticket, and the passenger may be required to produce appropriate identification.

The ticket is not transferable.

Some tickets are sold at discounted fares, which may be partially or completely non-refundable. The passenger should choose the fare best suited to his/hers needs. The passenger may also wish to ensure that he/she has appropriate insurance to cover instances where the ticket has to be cancelled.

Should the passenger wish to change any aspect of the transportation, she/he must contact the carrier in advance. The fare for the new transportation will be calculated according to fare rule and the passenger will be given the option of accepting the new price or maintaining the original transportation as ticketed, If the passenger does not make the change or does not use the flights in the order displayed in the ticket, the passenger will be considered a no-show, in this case all remaining flights will be canceled and the ticket is void.

Carrier will refund a ticket or any unused portion of it in accordance with the applicable fare rules or tariff, as follows:

Except as otherwise provided in this article, carrier shall make a refund to the person who has paid for the ticket, upon presentation of satisfactory proof of such payment.

If a ticket has been paid for by a person other than the passenger named in the ticket, and the ticket indicates that there is a restriction on refund. Carrier shall make a refund only to the person who paid for the ticket.

Except in the case of a lost ticket, refunds will only be made on surrender to carrier of the ticket and all unused flight coupons.

If Carrier cancels a flight, fails to operate a flight reasonably according to schedule, fails to stop at the passenger's destination or stopover, causes the passenger to miss a connecting flight on which he/she holds a reservation in the same ticket, the amount of the refund shall be;

If no portion of the ticket has been used, an amount equal to the fare paid;

If a portion of the ticket has been used, the refund will be not less than the difference between the fare paid and the applicable fare for travel between the points for which the ticket has been used.

If the passenger is entitled to a refund of a ticket for reasons other than those set in above articles the amount of the refund shall be:

If no portion of the ticket has been used, the refund shall be according to fare rule, less any service charges or cancellation fees;

If a portion of the ticket has been used, the refund will be an amount equal to the difference between the fare paid and the applicable fare for travel used, according to fare rule, less any service charges or cancellation fees.

Carrier may refuse a refund where application is made after the expiry of the validity of the ticket.

Carrier may refuse a refund on a ticket, which has been presented to carrier or to government officials as evidence of intention to depart from that country, unless the passenger establishes to Carriers satisfaction that he/she has permission to remain in the country or that he/she will depart from that country by another Carrier or another means of transport.

All refunds will be subject to government laws, rules and regulations or orders of the country in which the ticket was originally purchased and of the country in which the refund is being made. Subject to the foregoing provision, refunds will normally be made in the same manner and the same currency in which the ticket was paid for, however it may be made in another currency at carrier reasonable discretion. Icelandair will not be held liable for exchange rate differences on the day that refunds are made.

According to the Israeli Consumer Protection Law (5741-1981), any ticket sales that take place in Israel may be canceled within 14 days of the transaction date but no less than seven days (not counting rest-days) before the scheduled departure date of the first flight.

People defined by the Israeli Consumer Protection Law (5741-1981) as "disabled persons", "senior citizens", or "new immigrants" who have purchased tickets in Israel may cancel their reservation in writing:

within four months of the date of purchase or of receipt of a document containing the details listed in article 14C(b) - whichever is later; and 
at least seven days (not counting rest-days) before the scheduled departure date.

The cancellation fee equals 5% of the ticket's price or NIS 100, whichever is lower.

The above rule applies to transactions made over telephone via Icelandair’s service center or on Icelandair’s website for tickets for flights to/from Israel.

Cancellations that don't meet the above terms shall be in line with Icelandair fare rules. To cancel your reservation, please fill out a request form. 

Cancellation policy for domestic flights

Cancellation policy for international flights

Totally unused tickets are fully refundable, minus the booking fee. Some tickets will have a no-show fee deducted.

Partially used tickets can be refunded, based on a recalculation of the flown portion and the remaining value of the ticket. Please note that booking fee and no-show fee may apply.

If an Economy Standard fare is upgraded to a Flex fare, the non-refundable terms of the original fare still apply, and only the difference paid for the Flex upgrade can be refunded.

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