Customer Commitment

Iceland Express intends to ensure that your air travel experience will encompass, to the best of our abilities, the most comprehensive customer service possible. We have outlined our responsibilities and how we will fulfill them in 11-key points, known as our Customer Commitment.
Note: The Iceland Express Customer Commitment applies to all international itineraries that originate in the USA, and includes:

1. Offering the lowest fare available

We will offer on icelandexpress.com, on our telephone reservation system the lowest published fare for which you are eligible for the date and flight. Our representatives, upon request, will identify money-saving alternative itineraries if your travel schedule is flexible.

2. Notifying consumers of known delays, cancellations, and diversions

We will provide full and timely information on the status of known delays, cancellations, and diversions by:

• > Providing, through our gate agents and flight crews, consistent timely updates on the status and causes of delayed, cancelled, or diverted flights.
• > Contacting you about cancellations when the event is known at least 14 days before departure, averting a frustrating trip to the airport, if you provide us with contact information in your reservation.

3. Delivering baggage on time

It is our intention to deliver your baggage on time. However, in the event that this does not occur, we will strive to return your misplaced baggage within 24 hours. Notify Iceland Express employee or a airport customer service representatives at the airport if you cannot locate your baggage and make a missing baggage report before leaving the airport. To check on the progress of your bag search, please send an e-mail at lf@icelandexpresshandling.is the first 5 days, or lostbaggage@icelandexpress.com in the unlikely event that your baggage has not been found after 5 days. Iceland Express must be notified within 7 days from arrival. We will attempt to contact owners of unclaimed baggage when a name and address or telephone number is available.

4. Allowing reservations to be cancelled without penalty for a defined amount of time

Even if you buy a non-refundable ticket, we will give you time to compare our fares with those of other airlines. For travel originating in the United States, you may cancel and refund your ticket in full until midnight, one day after the reservation is made. For example, a ticket for travel originating in the United States purchased anytime on Monday can be cancelled and refunded until midnight on Tuesday. If the reservation is made on the date of travel, you may cancel and refund your paid ticket in full until midnight that day. To reserve a booking please contact our Customers Service Department by calling +354-5500-600 between 8:00 am - 1700 pm GMT or contact info@icelandexpress.is

5. Providing prompt ticket refunds

We will issue refunds for eligible domestic and international tickets within seven business days for credit card purchases and 20 business days for purchases made by cash or check. For refund assistance:

• > Refunds for electronic tickets may be requested by calling Reservations Sales at +354-5500-600.

6. Properly accommodating passengers with disabilities and other special needs, including during tarmac delays

Passengers with Disabilities and Other Special Needs Accommodating the special needs of passengers with disabilities is a top priority for Iceland Express. We offer a variety of special services to such passengers, including:

• Transportation to, from, and between gates, either by wheelchair or, in several locations, electric cart.
• Boarding assistance.
• Assistance with visual, auditory, cognitive, or mobility impairments while in the airport and on the plane.
• Consideration of your needs during extended tarmac delays.
• Accommodation for certain medical requirements, such as use of an approved Portable Oxygen Concentrator. Additional information may be found at our website.

To ensure the high quality of these services and protection of customer rights, we designate Complaint Resolution Officials (CROs) in all airports who are responsible for ensuring services are properly implemented for our customers with disabilities.

Children Traveling Alone

• We provide detailed information to parents with children ages 5 through 12 who will be traveling alone on our website or by calling +354-5500-600.
• Our policies ensure the safety and well being of children traveling alone including:
• Taking good care of your child during his or her flight and not releasing a minor traveling alone to anyone other than the person you have designated.
• Providing unaccompanied passenger service for children ages 5 through 14. We are also happy to provide this service to children ages 12 through 18 traveling alone. (Fees apply for unaccompanied minor service.)

7. Meeting customers' essential needs during lengthy tarmac delays

We will provide full and timely information regarding the status of a flight if there is an extreme delay after you have boarded or after the plane has landed, and, if safety and security conditions allow, we will provide for your essential needs such as food, potable water, operable lavatory facilities, and access to medical treatment. For further information, see Iceland Express's Contingency Plan for Lengthy Tarmac Delays.

8. Handling "bumped" passengers with fairness and consistency in the case of oversales

We will inform you, upon your request, if the flight on which you are ticketed is overbooked. We also will provide information at airports about our policies and procedures for handling situations when all ticketed customers cannot be accommodated on a flight.

Our policies and procedures for treating you with fairness and consistency include:

• Notifying you of required check-in times through our reservations phone line.
• Letting you know, upon your request, if your flight is overbooked through Reservations Sales or our airport customer service representatives.
• Offering a transportation credit if you voluntarily give up your seat. These transportation credits can be used toward the purchase of another Iceland Express ticket to the destination of your choice.
• Providing notice explaining our obligations and the compensation you will receive if you are involuntarily denied boarding.
• Rebooking you on the first available Iceland Express flight to your ticketed destination if you are involuntarily denied boarding.
• Providing meal allowances and hotel accommodations if you are away from your home, are involuntarily bumped from a flight, and we are unable to accommodate you on an alternative flight on the same travel day If hotel accommodations are unavailable, we will compensate you with a voucher commensurate in value with the hotel rate.

9. Disclosing travel itinerary and other policies that affect your travel

We will provide you with your travel itinerary and timely and complete information about policies and procedures that affect your travel, including:

• Providing aircraft configuration, including seat size and pitch.
• We will provide aircraft configuration and seat width and pitch ranges at icelandexpress.com, and through our reservation.
• Providing information concerning the important terms and conditions applicable to your travel. Our entire terms and conditions is available for your review on icelandexpress.com.
• Providing cancellation policies.

10. Ensuring responsiveness to customer complaints

We will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint.

11. Identifying the services Iceland Express provides to mitigate passenger inconveniences resulting from cancellations and misconnects

In order to mitigate inconveniences to you resulting from cancellations and misconnects, we will:

• Attempt to contact you, via contact information provided in your reservation about cancellations when the event is known at least 14 days before departure, averting a frustrating trip to the airport.