Absolute garbage for customer service. The tour guide dismissed us and said to contact customer service who was also less than helpful. No refunds. PERIOD. $16160 ISK gone. 🖕🏼
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We have done 2 tours and can't recommend them enough. Northern lights our guide was brilliant, knew his stuff providing plenty of info and made an extremely cold night where you just have to wait arou... Ver mais
Absolute scam of a company! Clearly told me in an email that if I gave them 24 hours notice in writing I would be fully refunded for my tour that I eventually could not make, they are now choosing to... Ver mais
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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... Ver mais
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Informações sobre a empresa
Escrito pela empresa
Arctic Adventures is an adventure tour operator based in Iceland offering various activity tours around Iceland. Established in 1983, we specialize in hiking, rafting, snorkeling, snowmobiling and much more. We are a local Icelandic tour operator and o...
Informações de contacto
Skutuvogur 2, 104, Reykjavík, Islândia
- +3545627000
- info@adventures.is
- adventures.is
2,7
Mau
166 opiniões
Respondeu a 100% das suas opiniões negativas
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Very professional service
Very professional service, all information was provided that was needed, and the guide on the glacier tour, Alex, was fantastic. They had a close eye on the weather to make sure the activity was safe & kept us well informed. Great experience all round
20 de março de 2022
Opinião espontânea
Resposta da Arctic Adventures
Dear Mike,
Thank you so much for taking the time to share this 5-star review with our team! We are happy you have enjoyed your time with us and our guide Alex. We are so hppy and proud to have him as a part of our team! We hope to have you back soon so we could explore more of Iceland together!
Your review means a lot to us and lets us know we’re on the right track!
Greetings from Iceland.
The most incredible experience!
Thank you so much for the most amazing experience! The tour guide Sven was really fun, full of energy and just great and made the day even more exciting. We were all quite nervous having never done anything like snowmobiling before but I couldn't recommend it more to anyone, totally worth the money! The ice cave just tipped off the experience, I have never seen anything like this in my life and it was such a special experience knowing that the cave was going to be closed in a few weeks time and we were some of the last people to ever see this. Thank you so much for some of my favourite ever memories ❤️
15 de março de 2022
Opinião espontânea
Resposta da Arctic Adventures
Dear Jemma,
Thank you so much for your feedback! We are really glad you enjoyed the tour. A special thank you for mentioning and complimenting our amazing guide. We are sure Sven will be very happy to read your review.
Looking forward to your next visit. Let's explore more of Iceland together!
Warm wishes from Iceland.
AVOID THIS COMPANY!!!
VERY BAD CUSTOMER SERVICE!!!
Most of the time it’s not actually them running the tours, they are selling on behalf of other companies.
Booked a snowmobile and ice cave tour through them, which cost £240 per person. On the tour, the snowmobile didn’t work properly and communication was poor. Was told to email them to make a complaint.
I spoke to them on the phone and they told me I need to contact Amazing Tours. It has been over a week and I have had no response.
I believe that as they are the tour company I booked the tour with, this is an issue they should be helping me resolve, rather than leaving me unsatisfied with the experience. Instead I feel like they are fobbing me off and washing their hands of the situation. TAKE SOME RESPONSIBILITY!
14 de março de 2022
Opinião espontânea
Resposta da Arctic Adventures
Dear Kerry,
Thank you for taking the time to review your experience with us. We operate most of our tours with an exception of a few activities. These activities are purchased from trusted long-term partners. Amazing tours is one of the partners we collaborate with and the main partner for snowmobiling tours we use. We are terribly sorry to hear your experience with them was not a positive one. We recommend sending a dispute email to info@adventures.is so your case could be reopened and re-investigated thouroughly.
We apologize for any distress and inconvenience caused.
Dangerous Company to Tour With
We really wanted to see the northern lights, but but the unsafe conditions of the bus prevented us from doing so. The bus smelled like a mix of gasoline and wood stainer so much so that we could taste the chemicals and we're getting headaches. Other customers noted the smell, too. We had to get off the bus before the bus left Reykjavik and take a long walk back to our hotel because the smell was so sickening, and we feared the health consequences of breathing the fumes.
The company claimed it was due to disinfectant, but no other tour we took through them featured toxic fumes, so that only makes sense if they're not disinfecting most of the time and using stainer when they do.
The company refuses to refund us the money.
Go with Reykjavik Excursions instead. Their bus and customer service are both much better.
8 de março de 2022
Opinião espontânea
Resposta da Arctic Adventures
Dear Bret,
Thank you for reaching out to us. We value both positive and negative feedback as it helps us improve our operations and grow. We have contacted the tour guide for the Northern Light minibus tour on the 4th of March about the condition of the vehicle and the odor on the bus. Our guide has confirmed the smell was from the cleaning chemical that has been used to disinfect the vehicle before using it for the tour. We can confirm that the cleaning chemicals used were not toxic or dangerous. We are terribly sorry the odor was irritating. Our guide has offered you to change seats to sit in front of the bus where the smell was less noticeable. However, you decided to leave the vehicle.
We are sad to hear you do not agree with the decision. Unfortunately, since your tour has not been canceled and you have decided to leave the tour we are unable to refund you.
Awful scam!
Waited an hour and a half in the freezing cold and no one picked us up for the Northern Lights tour. No call, no response. We watched people get picked up by other tour companies on time.They had rearranged the tour twice already and put us at a great inconvenience in our trip. We have now missed the chance to see the lights and the company have ruined this for us. The whale watching was also a waste of time and felt like we were being conned jnto 'seeing' a glimpse of a whale. Utterly awful. Avoid.
20 de outubro de 2021
Opinião espontânea
Resposta da Arctic Adventures
Dear verity peniket,
We thank you for your feedback. We understand your frustration and disappointment and are terribly sorry you had to miss out on the anticipated activity. Your case is known to us and has been investigated thoughtfully. You are being offered a partial refund. If you have any unanswered questions please forward them to info@adventures.is
Once again, we sincerely apologize for any distress and inconvenience caused.
All the best,
Team Arctic Adventures
AVOID! THEY DID NOT PICK US UP
They did not pick us up for the northern lights tour. Their office was closed. Waited for over 1.5 hours and nothing. Our last chance to see the Northern Lights and they have honestly ruined it for us. Terrible. AVOID!!
20 de outubro de 2021
Opinião espontânea
Resposta da Arctic Adventures
Dear Daniel Sangster,
We thank you for your feedback. We understand your frustration and disappointment and are terribly sorry you had to miss out on the anticipated activity. Your case is known to us and has been investigated thoughtfully. You are being offered a partial refund, in order to get it you have to fill in the refund request form we have sent to you. Note that after you have filled in the form, your request is automatically in the process.
Once again, we sincerely apologize for any distress and inconvenience caused.
All the best,
Team Arctic Adventures
STAY AWAY !!
STAY AWAY !!
Booked a tour start of 2020. Pandemic happened all flights were grounded and UK has advised not to travel anywhere. Contacted Arctic Adventures/Extreme Iceland, after a long debate with we had reached an agreement that we will re-book the tour in the future and they issued a voucher code with no expiry date. Now without any communication, they have refunded 50% and after contacting and asking what has happened to our agreement to rebook the tour, they are not agreeing within it even though we have it in writing. We asked for a rebook or a full refund now. They are standing by saying they will keep our 50% of the money.
These people are delusional !
7 de outubro de 2021
Opinião espontânea
Resposta da Arctic Adventures
Dear Denis Arefyev,
Thank you for your review. Arctic Adventures is not responsible for expenses and/or other related costs due to factors outside of its control, such as flight delays, changes and or cancellations, injuries, weather, war, natural disasters etc. and/or other unforeseeable matters. Cancellations due to pandemics also fall into the same category. We understand this was a difficult time for everyone, however, at the time of your booking you have accepted these terms & conditions. At the time you have reached out to us to cancel your booking, you were already eligible for a 50% refund. The travel voucher has been offered as a temporary solution while our company was undergoing financial restructuring and we could not estimate the time of when the refunds could be issued. Allow us to point out that we have informed all of our customers with pending credit that the moratorium is over and we will be issuing refunds. We also confirm that our complaint department is familiar with your case. Thus said, we kindly ask you to reach back to them if you wish to dispute the decision and reopen the case.
All the best,
Arctic Adventures
Here's an updated note about AA which has a better result. Here's the advice: just call them and they will provide credit , forget emailing them. However I don't know if they will give out refunds
The company promised a credit for the cancelled tours due to Covid. They have ignored my emails to get these credits, I am not even asking for a refund but just the credits so that I can do the 2 tours I had paid for in Jan.2020 ! I am very disgusted with Arctic Adventures and I wish the government in Iceland would do something about this scam ! This company gives Iceland a bad name.....very bad for tourism !
19 de julho de 2021
Opinião espontânea
Resposta da Arctic Adventures
Dear Karen Yapp,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
Utter shambles
Utter shambles. Booked fully refundable tour and it was cancelled due to covid. They wont give a refund and have said their "financial restructuring" is now extended until June 2021. (So they have had my money £600+ for over a year!!). They are so terrible it actually puts me off going back to Iceland. Will anyone use them in the future since they've treated their customers so poorly? I certainly wont!
13 de abril de 2021
Opinião espontânea
Resposta da Arctic Adventures
Dear E Rutherford,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. Our Customer Care Team is doing their best and trying to get back to everyone as soon as possible. We are sorry you haven't got a reply sooner. All the refunds are processed already. We kindly ask you to reach out to us one more time at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
Awful
Awful! I followed cancellation policy to the letter. No refund whatsoever for almost a year and counting! HIghly unreliable company who simply stole my hard earned money. Does that sound good to you???
20 de fevereiro de 2021
Opinião espontânea
Resposta da Arctic Adventures
Dear Nat,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
THIS COMPANY STOLE MY MONEY!!
THIS COMPANY STOLE MY MONEY!!! I confirmed with this company 3, yes 3, times that group tour purchases were refundable in case of cancelation. ALL 3 TIMES the lady working there said yes, it is all refundable. Well they canceled the group tours and said they're keeping the money due to COVID jardship because their government is allowing them too. That is literally what their email said. THIS COMPANY IS UNETHICAL AND QUITE FRANKLY HORRIBLE HUMAN BEINGS TO BOLD FACE LIE AND SAY IT'S ALL REFUNDABLE IN ORDER TO COLLECT MY MONEY.
30 de dezembro de 2020
Opinião espontânea
Resposta da Arctic Adventures
Dear Jillian Whala,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. We want you to know that we have no intention of keeping your money. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
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.
28 de novembro de 2020
Opinião espontânea
Resposta da Arctic Adventures
Dear Carol,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
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 !!!!!!
21 de novembro de 2020
Opinião espontânea
Resposta da Arctic Adventures
Dear Lina,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
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.
26 de outubro de 2020
Opinião espontânea
Resposta da Arctic Adventures
Dear Greg Dale,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
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!!!!
7 de agosto de 2020
Opinião espontânea
Resposta da Arctic Adventures
Dear S D,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
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.
21 de julho de 2020
Opinião espontânea
Resposta da Arctic Adventures
Dear Sas L,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
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 !
12 de julho de 2020
Opinião espontânea
Resposta da Arctic Adventures
Dear Μάνος Τσικαλάς,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
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.
10 de julho de 2020
Opinião espontânea
Resposta da Arctic Adventures
Dear Thomas Greve Houmølle
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
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..
9 de julho de 2020
Opinião espontânea
Resposta da Arctic Adventures
Dear hyesook son,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
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.
9 de julho de 2020
Opinião espontânea
Resposta da Arctic Adventures
Dear Reviewer9076,
Thank you for reaching out to us. We understand your frustration. These unprecedented and trying times have affected every single business and individual in many ways. We want to extend our sincerest apologies. All the refunds are processed already. We kindly ask you to reach out to us at info@adventures.is if you still have unanswered questions. Thank you so much for your patience. Once again, please accept our apologies for any inconvenience caused.
All the best,
Team Arctic Adventures
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