We want to remain flexible and understanding of all of our passengers’ needs in these difficult circumstances. Find out about the options we are offering to our customers, along with the answers to the most frequently asked questions.
On May 12, the Government of Iceland announced that it expects to start easing restrictions on international arrivals to Iceland no later than June 15, 2020.
We understand that you may have questions in these fast-changing times, and we assure you that our team is working hard on answering your questions.
We keep our flight schedule updated for the next 7 days ahead. Please take a look at our flight schedule online for the latest information.
Here are the most frequently asked questions we have received, and advice for what you can do if your travel is affected.
If you’ve already applied for a refund but have yet to receive it, we kindly ask for your patience, as we are doing our best to resolve all incoming cases. Due to the extremely high volume of requests in this unprecedented situation, significant delays are expected.
We want to assure you that if you have a case open, there is no need to call us to check on the status of your case. We will get to it, and you will get your money back.
You may cancel your booking and apply for a Travel Credit Voucher. For more information please visit the Cancel booking section of our website.
If the Travel Credit voucher does not suit your travel plans, you can also look into whether you are entitled to a refund, which you claim by filling out our contact form. The refund amount depends on your ticket fare type. Please refer to the fare rules of your ticket.
We recommend that you stay up-to-date on the relevant information on our website, as we regularly update our flight schedule and our rebooking policies might change.
If you want to change or cancel a flight that the rebooking policy does not cover, the fare rules of your ticket will apply.
You can change your booking yourself online through Manage booking.
If your flight has been cancelled and you do not intend to travel, you can either get a travel credit voucher or a refund. We recommend that you use the link provided in the email we have sent you to submit your claim. If you have not received an email, you can request travel credit or refund here on our website.
If the Travel Credit voucher does not suit your travel plans, you can request a refund. Please note that the refund amount depends on your ticket fare type, documented in the fare rules of your ticket. Should you wish to receive a refund, submit your request by filling out our contact form.
We understand these are uncertain times, but we don't want you to stop making plans. If you are considering booking a new ticket, we offer you the peace of mind of being able to change your flight at a later date. See more details on how you can book now and change later.
You can use your travel credit voucher when you book a new flight on our website. After adding the passenger information and selecting onboard services, a payment step will follow where you can add your voucher number. For more information, please read Terms and Conditions for Icelandair Travel Credit Vouchers.
We are experiencing high volumes to our service center at the current time.
As a result, our customers have a lengthy wait before an agent can answer their call. At the moment, we are focusing our resources to servicing customers with flights within the next 48 hours.
We send out an automated email to everyone who submits the form. At this moment, our priority is to service customers with bookings for flights scheduled within the next 48 hours. We keep our flight schedule updated for the next seven days ahead. Please have a look at our flight schedule online for the latest information. We will get in touch with you as soon as we can.
Yes. To minimize health risks to passengers and staff, we are taking the following proactive measures on our flights as of March 20.
You are welcome to bring your own refreshments on board, but keep in mind that alcoholic beverages are strictly prohibited.
Between Europe and Iceland:
Between North America and Iceland:
Saga Shop is temporarily unavailable on all flights.
Yes. Food and drink service in the Saga Lounge has been limited to ensure the safety and well-being of our visitors and staff.
Fresh food items are no longer served, but drinks remain as normal. Snacks and candy are offered, and we recommend passengers take snacks with them from the Saga Lounge on their flight.
Passengers should also expect changes in the lounges that we partner with in destination airports. Some are either closed at the present time, or have limited service.
For people who still need to fly, be assured that we comply with recommendations around social distancing on board our aircraft.
On board, we have made middle seats unavailable whenever possible. If you are currently booked in a middle seat, you will likely be moved to a window or aisle seat. If passengers are traveling together and wish to sit together (such as couples and families), we will assist with this during airport check-in.
For the safety of passengers and crew, we have reduced our food and drink service on board.
These social distancing measures will be in effect until May 31.
For the next three months we are giving all Saga Club members Bonus Tier Credits. The amount of Bonus Tier Credits members will receive is the average number of Tier Credits they have earned for Icelandair flights over the last 12 months. Bear in mind that Tier Credits determine whether members are eligible for the status of Saga Silver or Saga Gold membership and that members earn them for flying Icelandair scheduled flights. If you have more questions, please read on.
Who is eligible for the Bonus Tier Credits?
All Saga Club members that have earned Tier Credits for an Icelandair scheduled flight in the last 12 months are eligible for the Bonus Tier Credit.
How much Bonus Tier Credits will I receive as a Saga Club member?
The amount of Bonus Tier Credits you will receive is the average number of Tier Credits you have earned for Icelandair scheduled flights in the last 12 months.
When do I get the Bonus Tier Credits?
The Bonus Tier Credits will be automatically credited to your Saga Club account on the last day of the month.
When will this take effect?
Bonus Tier Credits will be allocated for three months. The first will be credited to your Saga Club account at the end of March, and again at the end of April and May.
Yes. At Icelandair, safety is always our number one priority – for our customers and our employees. Research has shown that the risk of communicable diseases being transmitted on board an aircraft is minimal. Our cleaning process is robust and we use disinfectants that have proven effective against viruses. Please be reassured that we have taken precautions.
Read more about our safety procedures.
For new information about Iceland easing travel restrictions, please read our blog post 'Iceland to ease restrictions on international arrivals by mid-June'.
You can also find the latest information on travel restrictions to Iceland at the website of the Directorate of Immigration.
According to the decision made by the Minister of Health on April 22, 2020, everyone is required to go into quarantine upon arrival in Iceland. Both tourists and Icelandic citizens and residents are required to undergo a two-week quarantine regardless of where they have traveled from.
Flight crews and cargo crews are not required to go into quarantine.
As of May 15, 2020, passengers from Greenland and the Faroe Islands are not required to go into quarantine.
Please note that as of May 15, 2020, certain traveler groups may be exempt from home quarantine or eligible for modified quarantine:
The Government of Iceland expects to start easing restrictions on international arrivals no later than June 15, 2020.
For more detailed information on who can apply for modified quarantine, please visit the website for the Directorate of Health.
For the latest official information, please visit the Government of Iceland website.