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Wow Air's latest Instagram post before the airline's sudden stop captures the splendor of Kirkjufell, a perfect postcard mountain on the Icelandic peninsula of Snaefellsnes. But the image quickly attracted sarcastic comments and warnings from customers because of its origin: it was taken by a traveler in distress, not knowing how he would go home.
"When your flights are canceled three weeks before your trip and they do not refund you," wrote an Instagram user, accompanied by four smiling faces. Another wrote, "I can think of a lot of words to describe wow airlines and the most incredible is not one of them." Yet another posted a giant "F."
Austin Graff, Head of Talent Promotion and Recruitment at the Washington Post, took a picture of the Airbnb he had shared with a friend during a trip to the island nation. He booked the trip after reading an article on Facebook about cheap Wow Air flights to Reykjavik. He had bought a return ticket between Baltimore and the Icelandic capital for $ 201. Graff and his companion had to leave on Friday.
A sign in a chocolate shop in downtown Reykjavik. (Austin Graff / The Washington Post / Austin Graff / The Washington Post)
Graff was alerted for the first time of Wow Air's disruption on Wednesday, when he saw Twitter chatting on canceled European flights, and began keeping a close eye on social media. On Thursday morning, while having breakfast at his hotel, he witnessed an alert to the latest news about the collapse of the airline. Fearing the logistical nightmare ahead – being stuck in a foreign country with a family and a job waiting at home – Graff quickly searched the Kayak and Vayama travel sites for a way out.
In a few minutes, he booked a return flight on Icelandair. This cost $ 375, a considerable premium over his initial expenses, but he called it a price for peace of mind. He was confident he had just guaranteed his return home.
He is mistaken.
At the lighthouse of the fishing village of Stykkishólmur on the Snaefellsnes peninsula. (Austin Graff / The Washington Post / Austin Graff / The Washington Post)
When it was time to check in for his Icelandair flight, Graff learned that he and his friend had been put on hold, probably because of many other Wow Air passengers rushing back to America.
Graff's again turned to the Internet for help, looking for "an air passenger blocked wow."
It was directed to the Icelandair website, whereby Wow Air passengers could purchase discounted special tickets for the United States at a price of $ 100. But after filling out a web form and receiving the reference number he was supposed to share with an agent at the other end of the hotline, Graff was greeted by an automated telephone recording that returned him to the website where he had started.
"It was a circle without human interaction," Graff said.
Icelandair's website said that Wow Air's customers could reach their representatives via Facebook Messenger and Twitter. Graff tried that too. And Instagram for good measure. No answer, he said.
Icelandair did not immediately respond to a request for comment.
As Graff's reserve flight was not scheduled for another day, he flew Thursday night to Reykjavik airport to try to find answers: would he get a confirmed seat or stay on hold? Could he get a $ 100 "bailout" rate? How about rerouting it through Paris or London where there are more flights back to the United States?
But Graff arrived at the airport to find Icelandair deserts offices. "We went there looking for answers, to talk to a human, but no one was there," he said.
Reynisfjara Beach on the south coast. (Austin Graff / The Washington Post / Austin Graff / The Washington Post)
For some stranded passengers, the cost of staying even an extra day could be a financial constraint, he said.
"Iceland is a beautiful country in which we can fail, but it's so expensive," Graff said.
Many Wow Air customers were seduced by extremely low fares and cheap Icelandic vacations. But an unplanned night or two in a hotel, as well as food and other expenses, can prove to be more than a disadvantage.
Locals told Graff that he was one of the approximately 5,000 stranded Wow Air passengers.
Graff is trying to make the most of the situation.
"My father is a little stressed – I want to relieve my wife and my daughter is angry at me because I left," he said. "But the adventurer side of me is excited about that I may have more to do."
Wow Air gave little warning about her disappearance Thursday – she was proposing that day rates of less than $ 200 from Baltimore, Detroit, New York and Boston – announcing that all the flights had been canceled and that the holders to complete their travels.
In a section of the alert message titled "What are my rights?", The airline explained how some passengers might be entitled to compensation. Those who bought travel insurance or bought their tickets with a credit card offering travel protection may be able to recover some costs, although "this compensation is often limited".
The carrier has stated that it may be required to reimburse passengers in accordance with European regulations. "In bankruptcy, claims must be addressed to the administrator / liquidator," said the company.
The airline company customer support account on Twitter has been hit with demand after request for help. A litany of excuses in public messages also asked customers to send their booking information through private and direct messages of assistance. Customers complained about canceled flights, asked for refunds and asked for new bookings to continue their trips.
Those who have booked their Wow Air trip on the Hopper app will receive a refund, announced Thursday Hopper General Manager Frederic Lalonde. He also stated that this would cover the costs of modifying the booking for nearly 1,000 Hopper customers affected by the closure.
Icelandair had reached an agreement to buy Wow Air last year. The two airlines were struggling to cope with rising oil prices, slowing tourism in Iceland and competition from rivals offering direct flights to Europe. But the case has evaporated.
A private equity firm recently discussed the investment in Wow Air, but the carrier announced last week that the suitor had yielded. In a last-minute effort just over a week ago, the company said it had relaunched discussions with Icelandair for a potential takeover, the Financial Times reported.
Headquartered in Reykjavik, capital of Iceland, Wow Air was founded in 2011 and employs approximately 1,000 people, according to the company's website. The airline transported 3.5 million passengers last year, serving airports in Europe, the United States, Canada and Israel.
The end of Wow Air's operations follows the disappearance of another low-budget European airline, Primera Air, which fell in October, less than two months after the launch of its scheduled service between the international airport from Dulles and Stansted Airport to London. As with Wow Air, the sudden cancellations of Primera Air left many passengers stranded on both sides of the Atlantic.
On Friday afternoon, Graff and his friend learned that they had taken a seat on an Icelandair flight to Dulles International Airport. Others did not have the same luck. Other planes for stranded passengers are overbooked, he said, and some people may not be returning home until the end of next week.
Austin Graff contributed to this report from Reykjavik.
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