"Our family planned to celebrate my…"

Our family planned to celebrate my daughter's graduation by going to Iceland, a dream that my daughter has had for a long time. We booked and paid in full several months in advance. Then Covid came. I called to postpone our trip but there was no answer. I tried to cancel on their website but was unable to. We were so disappointed to have to postpone our trip but it was the responsible thing to do. Finally I got a response via email on how to cancel/postpone our trip but they charged us 50% cancellation fee because it was within 30 days of travel, even though it would have been 30 days if their website was functional. They had no compassion due to Covid, etc. I was willing to accept the 10% cancellation fee, even though due to the circumstance I believe that should have been waived. It is their policy they said. It is also their policy to take 6 to 8 weeks to refund our money that they had already had for several months. At 8 weeks we had still not received a refund. It took 5 months to receive a refund after fighting with them via a credit card dispute. Their excuse why it took so long was Covid - funny how it was unreasonable for me to be A DAY late cancelling allowing them to keep thousands of dollars but it was okay for them to take MONTHS to refund me HALF what I paid. I cant wait to travel to Iceland when it is feasable but will not be doing business with this company ever again and I highly recommend you don't do business with them either.

"This company is going to bankruptcy and…"

This company is going to bankruptcy and NO ONE should book a tour with them!!! In fact we need to find a way to close their websites cause all they do is accept your money and cancel your trip 2 weeks before without giving you any refund EVER !!! Don't be fooled by their return money form cause all it does is give you hope for a refund and loose time...Even their life long voucher doesn't mean a thing if the company is not excisting any more. Before Covid i really believe they were a nice good functioning company with great reviews but now they are worthless so PLEASE PEOPLE DON'T GET FOOLED as I DID !!!!!!

"Waiting for refunds"

Booked several tours in February 2020. Cancelled in April. Still waiting for full refunds. Parent company now says they won't refund until at least April 2021, but I'm guessing they will just extend the date again given low occupancy in their hotels over winter. We shouldn't be forced to give them these long term no interest loans to cover their losses in other areas.

"Do you have any intention of refunding…"

Do you have any intention of refunding me my £1600 for a trip I cancelled FIVE months ago???????? I was entitled to a 90 percent refund within 8 weeks!!!!!!!!!!!!!!!!!!!
You ignore all my emails and have no intention do you?!!!!
The amount of stress you are causing me and other customers is disgusting!!!!! Thinking you are clever by deleting all reviews on Facebook? You are not getting away with this!!! You awful awful company!!!!

"Same experience as others"

Same experience as others. Booked a tour and I cancelled within the allowable timeframe due To coronavirus so entitled to refund. They have not refunded my money. Do not book with this company.

"SCAMMERS !"

No refund for cancellation
The tour was cancelled due to COVID-19 and they refuse to refund our money, although in their policy, WE COULD cancel the tour with a big button "FREE CANCELLATION UP TO 24 HOURS"

SCAMMERS !

"No refund for cancellation"

Cancelled a trip with Arctic Adventures within the cancellation policy for a refund. The booking was made the 1. June 2020 and cancelled on the 3. June 2020. Payment was made same day as booking - luckily only for deposit. Today (the 10 July 2020) I still haven't received a refund and no one answers my mails.

"No Refund! Even No Respond!"

We (booking nember ARC7634342) are extremely disappointed about your refund policy for canceling customers during the COVID-19. We trusted your cancellation policy on the official website, that’s why we booked the tour LAUGAVEGUR & FIMMVORDUHALS TREK - 6 DAY TOUR. Trek.is at a great coat, USD 1,689.

Your company MUST keep the promise you made in your policy on the website, 90% refund even though COVID-19.

Three of our members are elderly persons with some disease, so they don’t have any guarantee of traveling Iceland in the future if/ when the Corona pandemic ends.

Do have any policy about those kinds of elderly persons who could not travel anymore after 5 or 6 years?

I have to ask several questions.

1. Nobody knows when the Corona pandemic will finish. So I really afraid that your company may disappear or reorganize as a different company in several years, so lifetime vouchers would not be useful anymore. How do you ensure that your company exists long enough to survive the Corona pandemic?

2. How often will you send emails about the most current information regarding the moratorium for customers who are worried about losing their tour cost?

3. If the Corona pandemic finishes in several years and your company finance situation is back to normal, can you refund the cost?

I already sent emails but I still haven’t got any answer.
I’m looking forward your answer from Q1 to Q3..

"Same story as many others"

Same story as many others; cancelled due to covid and entitled to full refund according to the terms and conditions but still waiting after 4 months and now the story is they are waiting for government support. I had no problems getting refunds from other tours and rental agencies which I booked elsewhere in Iceland. Why are they keeping customers money for services not rendered? Very unethical, I understand challenges with covid impact on businesses, but there is no excuse for this if they expect to resume business once things return to "normal". I believe the company is going through bankruptcy proceedings and is not one I would be dealing with as they are ready to pull the plug any time.

"No refunds yet!"

Having booked 3 trips for our now cancelled trip to Iceland for May, this Company still has not refunded my money. All I receive are generic emails informing me that they are busy and my refund will eventually get to me, but I do not trust them to repay what they owe me.
They now tell me that all refunds have been suspended until the Icelandic Government have worked out a way to support local travel agencies! Anyone contemplating visiting Iceland in the future, should be wary of using this company for undertaking any trips.