Gray Line Iceland Reviews

Thank you Kenneth for taking the time writing us about your experience. We regret to see this is a 1 star experience but we hope the transfer went well and you enjoyed the ride with us. Please note that when you created the booking you purchased 4 tickets. Customer is ultimately responsible for making sure they book the correct number of seats as it will take out of availability and to make sure the information input are correct as well as on the voucher we provide. We simply could know that you are only 2 persons traveling since you booked 4 seats so these were reserved according to the booking you made. We try to be as flexible as possible for our customers and adjust the booking in time, but your notice was sent past transfer time. We encourage customers to notify us as soon as the booking is made and when they receive the booking confirmation and voucher if there are any errors so we can rectify them if needed, but we cannot amend the bookings past transfer time.

Thank you Ilian for taking the time letting us know about your experience and we are truly sad to see how you feel. Would like to make sure that in no way we are here to scam customers and some parts you described are not quite as happened. You booked with us a transfer to Keflavik Airport for 06:00 departure time. As informed and advertised the pick up started at 05:30. Notice that this is when pick up starts, not when the driver will show up. As there are tens of customers to be picked up from all over the city pick up can take up to 30 minutes. It is important that customers are ready when pick up starts as the driver can arrive any time in the 30 min window. As we have informed you on email and through the gps tracking provided the driver arrived at 05:45 and waited for 6 minutes whilst picking up 9 other customers, so the bus was not late but on time. We are experiencing a high volume of request being ahigh season so we apologize if our team could not reply your email in time. I see a reply was sent on 31st July that your request was sent to our relevant department for investigation and that you will receive an answer in the next 1-3 business days. No refund were approved at this point. ON 1st August we got back to you with an answer to your request that we cannot provide a refund since the transfer was operated accordingly and on time. We regret that you could not locate the bus and you did not take a transfer with us.

Thank you kindly for taking the time letting us know about your experience. We regret to hear about the air conditioning and we will make sure to escalate this to our relevant department to inspect the bus. We hope that you still find your way to enjoy the beautiful sights of the Golden Circle tour.