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Complain to Icelandair

Iceland's national airline, flying from the UK via Reykjavik

Airline

Flight delayed or cancelled? You could be owed £220–£520

Under UK261, depending on distance and delay.

Check what I’m owed

Something else? Start my Icelandair complaint

How to complain to Icelandair

Icelandair has no complaints email that we could find on its own site. Use its official online form instead.

How to complain to Icelandair, step by step

  1. Complain to Icelandair in writing

    Use Icelandair’s online complaints form. Icelandair publishes no complaints email. Say what went wrong, what you want back, and keep a copy.

  2. Give them time to answer

    If Icelandair has not sorted it after 8 weeks, the independent route opens. If it says no sooner, ask for a final response in writing, because that opens it early.

  3. Escalate if they say no

    Ask the CAA's Passenger Advice and Complaints Team (PACT) to review it. It can raise it with Icelandair but cannot make a binding decision, so the small claims court is the step after that.

Icelandair ombudsman & regulator routes

Is there an ombudsman for Icelandair?

None. Icelandair is in no CAA-approved ADR scheme, so the free route after 8 weeks or a final response is the CAA's Passenger Advice and Complaints Team (PACT). It can review your case and raise it with Icelandair, but it cannot make a binding decision. If that fails, the small claims court can. Go to the CAA’s complaint page. Read our guide to aviation ADR.

Can you complain to the CAA about Icelandair?

Yes, and for Icelandair it is the only independent route, because Icelandair is in no approved ADR scheme. Complain to Icelandair in writing first; if it stays unresolved after 8 weeks or you get a final response, the CAA's Passenger Advice and Complaints Team (PACT) will look at it and can raise it with Icelandair. It cannot order Icelandair to pay you; the small claims court can.

Laws that protect you

UK261 Flight Compensation Regulation

Compensation of £220 to £520, set by flight distance and how late you land, for delays, cancellations and denied boarding. Covers any flight leaving the UK, and flights into the UK only when a UK or EU airline operates them.

UK261/2004Article 3Article 7

Consumer Rights Act 2015

Services must be performed with reasonable care and skill.

Section 49Section 54

Tips for Icelandair complaints

  • Check UK261 covers your flight first: leaving the UK always counts, but arriving into the UK only counts if a UK or EU airline operated it
  • Keep your boarding pass and booking confirmation
  • Document the delay with photos of departure boards
  • Airlines must provide food, drink, and accommodation for long delays
  • You can claim for flights up to 6 years old
  • Extraordinary circumstances don’t include crew shortages or technical issues
  • No UK261 claim doesn’t mean no claim: the Montreal Convention still covers provable losses, and a card payment may be reversible through your bank

If Icelandair doesn't respond

  1. 1

    Customer Service

    8 weeks from your first complaint

    Contact the airline’s customer service team via email or online form

  2. 2

    Formal Complaint

    Submit a formal complaint referencing UK261 and your booking reference

  3. 3

    The CAA's Passenger Advice and Complaints Team (PACT)

    8 weeks

    Ask the CAA's Passenger Advice and Complaints Team (PACT) to review it after 8 weeks or a final response. It can raise it with them but cannot make a binding decision

    Visit website
  4. 4

    Small Claims Court

    File a claim online via Money Claims Online for up to £10,000

    Visit website

When you can escalate

8 weeks

If Icelandair hasn’t sorted it within 8 weeks, or sends a final response sooner, you can take it to the CAA's Passenger Advice and Complaints Team (PACT). It can review your case and raise it with Icelandair, but it cannot make a binding decision.

Frequently asked questions

Airlines should respond within 8 weeks. After that, you can escalate to their ADR scheme (CEDR or AviationADR) for free.

If UK261 covers your flight, yes, once you arrive 3 hours or more late: £220 under 1,500km, £350 for 1,500km to 3,500km, and over 3,500km £260 for 3 to 4 hours or £520 beyond 4 hours. Airlines can refuse only by proving extraordinary circumstances.

Two situations. Any flight departing a UK airport, whichever airline operates it. And flights arriving at a UK airport only when the operator is a UK or EU airline. So a delayed flight home on a non-UK, non-EU airline falls outside UK261 even if you booked it in Britain, while the same airline flying you out of the UK is covered.

The Montreal Convention still applies to international flights and covers losses you can prove, such as a missed connection you had to rebook or a night in a hotel, though not a flat compensation payment. Check the airline’s own delay policy, claim on travel insurance, and if you paid by card ask your provider about a chargeback. Where the flight left another country, that country’s own passenger rules may also apply.

You can claim for flights up to 6 years old in England and Wales, or 5 years in Scotland.

Severe weather, air traffic control strikes, and security risks qualify. Crew shortages, technical faults, and IT issues generally do not.

No. We couldn't find one on Icelandair's own site, so any address you see on a complaints directory isn't one Icelandair publishes. Icelandair takes complaints through the form on its own site: https://www.icelandair.com/en-gb/support/contact/flight-disruption-claims/. Write the complaint out before you send it, and keep a dated copy of what you sent: that record is what you need to take it further. NoReply writes that complaint for you free, with the law it relies on cited. If Icelandair hasn't sorted it within 8 weeks, you can escalate free to the CAA's Passenger Advice and Complaints Team (PACT).

We haven't found a complaints email address that Icelandair publishes itself, so start from the complaints route on Icelandair's own site: https://www.icelandair.com/en-gb/support/contact/flight-disruption-claims/. Put "Formal complaint" at the top, with your account or order number, what went wrong, and the outcome you want. Keep a copy of what you send, or a note of the call with the date, so you have a paper trail. If Icelandair hasn't sorted it within 8 weeks, you can escalate free to the CAA's Passenger Advice and Complaints Team (PACT).

None: Icelandair is in no CAA-approved ADR scheme. Once Icelandair has had a chance to fix it, the free route is the CAA's Passenger Advice and Complaints Team (PACT), after 8 weeks or a deadlock letter. It can review your case and raise it with Icelandair, but it cannot make a binding decision. If that fails, the small claims court can.

Yes, and for Icelandair it is the only independent route. Icelandair is in no approved ADR scheme, so the CAA's Passenger Advice and Complaints Team (PACT) will look at your complaint after 8 weeks or a deadlock letter and can raise it with Icelandair. It cannot order Icelandair to pay; the small claims court can.

Both directions, yes. Icelandair is a UK or EU airline, so UK261 covers your flight whether it left the UK or was flying you back into it. Arrive 3 hours or more late and compensation runs from £220 to £520 by distance and delay, unless Icelandair can prove extraordinary circumstances.

Tools & guides for your Icelandair complaint

Free calculators and explainers that strengthen the case you make to Icelandair.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at Icelandair? Reply to complaints here.

Don't let Icelandair ignore you

Read your Icelandair letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.

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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Icelandair or any of the companies listed on this site. Where an address is marked verified, we read it on Icelandair’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Icelandair. This page is for informational purposes only and does not constitute legal advice.

Page updated 26 October 2026.