Diversion (Flight is diverted to an alternate airport and cancelled)
The pilots or flight attendants will advise the customers of the reason for the diversion. The customers may need to remain onboard. When time permits, the flight attendants will provide a limited beverage service. In the cases when the customers must deplane, all carry-on baggage and personal property must be removed from the cabin.
Alternate airport operation:
Some irregular operations may require landing at alternate airports, with bus service to the final destination. It is acceptable to allow a customer to leave directly from an alternate airport without requiring them to travel to the final destination.
City served by Icelandair:
When a flight (aircraft) is diverted to a city served by Icelandair or code share partner, and cancelled, the customer service representatives in that city will re-accommodate customers on either the next Icelandair flight or the next available flight via another carrier.
City not served by Icelandair:
When a flight (aircraft) is diverted and then cancelled in a city not served by Icelandair or a code share partner, the customer service manager in Icelandair s' Operations Control Center will make arrangements with other carriers and/or hotel accommodations. Once the flight attendants receive word from the flight deck, they will communicate to the customers the reason for the diversion (if they are permitted to disclose), estimated time of departure and/or accommodations. If the flight is cancelled, subject to availability, passengers will be re-accommodated via another airline. The flight attendants and flight crew will be the Icelandair representatives for the customers.
Hotel accommodations & diversions to cities not served by Icelandair or a Code share partner:
When alternate transportation is unavailable until the following day and overnight accommodations are required, the flight attendants and flight crew will communicate to the passengers which expenses Icelandair will pay. The following is a list of what Icelandair will pay for providing the cancellation is due to anything other than weather:
- Hotel room (Icelandair will not cover room service, alcohol, or movies)
- Ground transportation to and from hotel (if not provided by the hotel)
- Passengers without baggage will be reimbursed upon presentation of receipts for reasonable incidentals such as toiletries needed until they are reunited with their baggage.