Icelandair flights from Toronto to Copenhagen (YTO - CPH)

The flight experience was good. The problem was the situation I faced with them prior to the flight. I bought in Dec 2023 the flight Geneva to Reykjavik, I paid more expensive than the other routes, because I wanted to have a direct flight. In April 2024, they cancelled the flight and rebooked me with ITA Airways and Icelandair. So, it became ITA Airways from Geneva to Rome and Icelandair from Rome to Reykjavik. Two days before I called them because I could not do my check-in with ITA Airways. I called them and they told me my flight was rescheduled only from Rome to Reykjavik. I said I lived in Geneva and this change did not make sense. They told me they should have offered to me the closest airport and the refund. The person speaking with me had no idea what to do and said they would call later with a solution. Finally, they called and said Rome was the only way. I told them that was an absurd and they should pay my Geneva to Rome flight. They even lied saying there was not more seats with ITA Airways, which was a lie, since I saw that I could buy tickets yet. They just did not want to take the cost. Finally I remembered she said they should reschedule with the closest airport and I told that was Zurich. They rescheduled me, but I had to pay train tickets from Geneva to Zurich and Zurich to Geneva. Terrible experience. Terrible customer services. Worse airline I ever had the bad luck to buy a ticket.

Never again will I fly to Europe on Icelandair. It took me 1.5 hours to check-in in Berlin (one person working the counter, another one handling the “express” line, no opportunity to get a boarding pass at home), Came to the airport 2 hrs before but after I cleared security, the display showed last call for my flight with 2 min remaining. Ran. Did not shop, did not eat, did not buy food to take onboard. Icelandair sells a limited number of food items (a chicken sandwich - not for a vegetarian - and a cheese pizza as well as several snacks), no complimentary food is served. This is what they call “simplified onboard service”. Connection in Reykjavík was 1hr 25 min, and all of this time I stood in line to clear passport control: again no shopping, no eating, and not even a bathroom break. Arrived home famished and super annoyed. Had to buy headphones on board (is this a budget airline?!) and the selection of movies left much to be desired.