Gray Line Iceland Reviews

Dear Customer, Thank you for taking the time to share your feedback. We take all guest experiences seriously and are currently reviewing the situation you've described. When a vehicle request includes specific needs — such as space for ski or snowboard equipment — it's our responsibility to ensure those details are clearly handled during booking and dispatch. We understand your frustration. We value all feedback as it helps us improve the reliability and communication of our service moving forward. Best, GrayLine Team

Dear Customer, Thank you for taking the time to share such detailed and thoughtful feedback. We’re truly sorry to hear that your experience on the South Iceland tour was negatively impacted by the seat arrangement and interactions onboard. We completely understand how frustrating it must have felt, especially when you made the effort to arrive early and were looking forward to enjoying the scenic views from the front. While our guides sometimes need to use front-row space for operational purposes, this should never come at the expense of guest comfort or fairness. Personal belongings or reserved seating that prevent guests from enjoying their experience — particularly without a clear explanation — is not the standard we aim to uphold. We also take your concern regarding the presence of the driver’s acquaintance and the shifting seat arrangements seriously, as it can understandably affect a guest’s sense of inclusion and respect. Your positive comments about your previous tour and our other guides mean a great deal, and we’re sorry this tour did not meet the same standard. We will be following up with our team internally to address the situation and ensure that seating policies are applied fairly and respectfully moving forward. Thank you again for sharing your experience so openly. We truly value your feedback, and we hope to have the opportunity to welcome you on another tour that fully reflects the quality and care we aim to provide. Best, Gray Line Team

Dear Customer, Thank you for your message, and we’re truly sorry for the frustration and disappointment caused by this experience — especially when it involved something as special and meaningful as the Northern Lights. We understand how upsetting it must have been to receive confirmation, only to find out you weren’t on the pickup list. Missing out on what may have been your only opportunity to see the Northern Lights, particularly on your last night in Iceland, is incredibly disheartening, and we deeply regret that this happened. While rare, system errors can occur, and in this case, it’s clear that it had a real impact on your trip. We also regret that our team wasn’t able to offer a suitable solution or alternative in the moment. That’s not the standard of care we strive for, and we understand why you felt let down. Your kind words about our guides mean a great deal, and we’re genuinely sorry that the organizational side didn’t reflect the same level of service. We’re currently reviewing what happened behind the scenes to ensure this kind of situation doesn’t repeat itself. We truly appreciate you taking the time to share your experience, and again, we are very sorry that we weren’t able to make this right for you while you were still in Iceland. Best, Gray Line Team

Dear Customer, Thank you for your fantastic review! Our team works hard to ensure every journey is safe and enjoyable, and we’re happy to hear you had a great experience. We’d love to welcome you again on your next trip! Best, Gray Line Team