This airport guide is very useful-long overdue. IME, KEF in 2017 was so bad I wrote them about my experience. Some of the info is now dated but I thought it would be useful to share:

Silvía Jónsdóttir <[email protected]>

Mon, Oct 2, 2017, 10:32 AM
Dear Sir

Thank you for your suggestions.

The airport is 30 years old but we are expanding and improving as fast as we are able. There are several charging stations throughout the airport. I am sorry that the employee did not know. I will look into that.

When we have finished expanding we hope to have room for some off the things you suggested. But right now we are to small compared to the number off people going through.

Again thank you for your suggestions. J

Með kveðju,

Kind regards
Silvía Jónsdóttir
Þónustustjóri Farþegaþjónustu

Project Manager Passenger Service

Sími: +354 425 6000
Beint: +354 425 6053
Farsími: +354 691 7949



Keflavíkurflugvöllur

[email protected]
www.isavia.is

I visited Keflavik for my WOW flight 251 to YUL on 28 September. I am writing to suggest improvements to enhance passenger services:

1. there are no pay per use showers @ KEF. I saw passengers who had not showered in a week while hiking in Iceland, cleaning dirt off their boots in the lower level washroom. They smelled awful;
2. there are no lounges accessible for Priority Pass members. The only lounge (Iceland Air) is limited to LH passengers;
3. there are no quiet areas in the terminal where passengers can rest between flights. KEF has many connecting travelers, and the airport has very few seating options.

I went into the security area at around 1 pm. The restaurant options were surprisingly limited for a connecting airport i.e. no Quiznos, no Subway, and all of the food options were much more expensive than in town. I could not see any Icelandic options e.g. no lamb, no meat soup, for example. The stores were also very expensive e.g. the wool sweater I bought at Ice Wear was 8900 KR - I paid 4950 KR at their store near IKEA. To drive this point home, I heard a store clerk tell an Asian tourist they had no specials. (BTW, that is a great way to discourage shopping). Please issue an RFP for affordable Icelandic food options at KEF.

In the security area, I asked at the information desk where I could access a cell phone charging station? The employee did not understand the question! In any event, you don't have any. I can tell you that my other airports provide these e.g. SIN, HKG.

My gate was not yet posted. At 3:20 pm, it became clear why? The flights to North America all departed from Terminal D, and it was not open until 3 pm. When it did open, it was a madhouse:

1. huge lines;
2. all of the restaurants were full and the airport installed barriers which made it impossible to walk through this area;
3. the signs for the washrooms were misleading. I could not find any - so I waited until I was on my plane;
4. there were no power points in the waiting areas.
5. the waiting area seating was very limited.
6. no frequent flyer lounges (the only one is back in Terminal C);
7. no English language newspapers were for sale in the shops;
8. no pay-per-use computers were provided for use by passengers during a long wait .

Taking a bus to my WOW flight was a blessing i.e. to escape the crowding. But why are you using buses? The airport is brand new. Did you not plan well for the number of gates?

Please pass on my suggestions to your management team. If they implemented half of the improvements I suggest, the passenger experience at KEF will be improved.