When IcelandAir changes Patricia Boyle’s flights from Baltimore to Washington Dulles, she asks for a refund from her tour operator, IcelandAir Holidays. Why isn’t it responding?
Question
I recently booked a vacation package online through IcelandAir Holidays. Two months later, I received a text message that my airport had been changed from Baltimore/Washington International Airport to Dulles International Airport.
I realized that traveling to Dulles, would be inconvenient because it is a two-hour drive from my home in Baltimore. BWI is only 25 minutes away. Using a cab or car service would incur extra expenses, so I wanted to discuss options with IcelandAir Holidays.
Much to my consternation, I could not find a contact phone number, email, or live chat to assist. The website instructions led me to a customer support form. I completed the customer support form and requested a refund. I received an autoreply.
No one from IcelandAir Holidays has responded. I have not received a refund to my credit card. The lack of response from IcelandAir Holidays is frustrating and unacceptable. Can you help me get my $2,972 back? — Patricia Boyle, Baltimore
Answer
IcelandAir Holidays should have responded to you and helped you figure out what to do. But a refund? I’m not sure about that.
IcelandAir Holidays’ terms and conditions address itinerary changes. It says if the company makes “a major change” to your travel arrangements, it will give you the choice of accepting the new itinerary or canceling and receiving a full refund. (Check out our poll below and join the discussion about whether the government’s new refund rules should apply to tour operators.)
However, “This doesn’t apply for minor changes.”
So I guess the question is: Was this a major change?
I say it is. It’s a 56-mile drive from BWI to Dulles, but getting there in Washington’s infamous traffic can take a while. If you planned to take cab to the airport, it would cost a lot more than getting to BWI. IcelandAir Holidays should have offered to cover the cost difference — that is, if it had responded.
Can I get a refund if an airline changes my departure airport?
When an airline changes your departure airport, you may be entitled to a refund under Department of Transportation (DOT) guidelines if the change qualifies as a “significant” change. For example, IcelandAir’s shift from BWI to Dulles added a two-hour commute. That’s a major inconvenience, and it meets the DOT’s threshold for a significant change. Always review the airline’s contract of carriage and the DOT rules. You just might be covered. (Note: It’s unclear if this rule also applies to tour operators like IcelandAir Holidays.)
How to resolve a problem with an IcelandAir refund
When a company gives you the cold shoulder, you have options. You can usually call, reach out on social media or contact one of its executives. I publish the names, numbers and email addresses of IcelandAir’s customer service managers on this site. A polite email to one of them might have fixed this. (Here’s our guide to resolving your consumer problem.)
Whether you have a case or not, there’s no excuse for ignoring you. I contacted IcelandAir on your behalf to find out if your change was major or minor. (Related: Is this enough compensation? Bumped from a flight and we missed our connection.)
“We are sorry to hear this was so complicated for Mrs. Boyle,” an IcelandAir representative told me. “I’m not sure how this slipped through the cracks, but I have been advised she has now been contacted and given a full refund. We have also notified Icelandair Holidays and our website team to hopefully prevent similar complications for other customers.”
That’s my favorite kind of resolution — a refund and a fix.
Loading ...About this story
This was one of our most significant cases of 2023, and we’re featuring it again because of the changes in refund rules. Even with the revisions, it’s not clear if a tour operator must comply with the DOT regulations — our advocacy team strongly believes the answer is “yes” — so we are republishing this as a warning to our readers. This case was advocated and written by Christopher Elliott, edited by Andy Smith and his team and illustrated by Dustin Elliott.
Your turn: Should tour operators like IcelandAir Holidays be held to the same refund standards as airlines? If not, what protections do travelers need when booking vacation packages? Scroll down to share your thoughts after the FAQs.
FAQs
According to the IcelandAir Holidays refund policy, if the company makes a major change to your itinerary, such as switching airports, you may be eligible for a full refund. However, their terms do not apply to what they classify as “minor changes,” and they determine what’s minor.
A major change includes significant modifications to flight times, dates, or airports. In this case, the change added a two-hour commute, which is not trivial. While the airline may downplay such a shift, travelers are encouraged to push back and request a refund or at least compensation if the change impacts their travel plans.
This is a gray area. While DOT refund rules clearly apply to airlines, it’s not always enforced on tour operators like IcelandAir Holidays. However, many consumer advocates argue that the same refund standards should apply when a tour operator sells flights bundled with travel services.
Start by keeping a paper trail — save emails, screenshots, and your original booking. If the company is unresponsive, try contacting their executives directly, reach out via social media, or file a complaint with the DOT, credit card provider, or a consumer advocacy group like Elliott Advocacy.
Once approved, refunds from IcelandAir or IcelandAir Holidays typically take 7 to 14 business days to appear in your account. However, delays are common if the company is unresponsive — which is why escalation is sometimes necessary.
Yes. If a tour operator or airline fails to deliver what was promised — and especially if they change key aspects of your booking and don’t respond — you may be able to initiate a chargeback with your credit card company under “service not provided as described.”
✦ Pro Tip: If your flight’s departure airport is changed, don’t assume it’s minor — document the impact and push for a refund. Airlines and tour operators don’t always act unless you escalate.
