I booked the tour Ring Road 7 days/6nights, and it was absolutely fantastic! Our guide was Oskar and he did an amazing job. I booked directly with the firm on their website and I recommend doing th... See more
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I arrived for my tour, ready to participate, after being cleared by my doctor to travel. Arctic Adventures refused to let me participate because I did not have their specific medical form, then kept... See more
Company replied
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... See more
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... See more
Company replied
Company details
Written by the company
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...
Contact info
Klettagarður 11, 104, Reykjavík, Iceland
- +3545627000
- info@adventures.is
- adventures.is
2.7
Poor
169 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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 October 2021
Unprompted review
Reply from 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 October 2021
Unprompted review
Reply from 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 July 2021
Unprompted review
Reply from 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 April 2021
Unprompted review
Reply from 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 February 2021
Unprompted review
Reply from 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 December 2020
Unprompted review
Reply from 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 November 2020
Unprompted review
Reply from 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 November 2020
Unprompted review
Reply from 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 October 2020
Unprompted review
Reply from 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 August 2020
Unprompted review
Reply from 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 July 2020
Unprompted review
Reply from 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 July 2020
Unprompted review
Reply from 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 July 2020
Unprompted review
Reply from 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 July 2020
Unprompted review
Reply from 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 July 2020
Unprompted review
Reply from 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
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.
18 June 2020
Unprompted review
Reply from Arctic Adventures
Dear Diana Beaupre,
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
I will not recommend this company
My friends and I, made the BIGGEST mistake, when we booked our snowmobile tour with this company. Our tour was the 31st of December 2019, and we arranged our pick-up at 10:45 and got told that the pickup could be delayed 30 mins. At 11:20 we still hadn't heard anything from Artic Adventures, so we had to make the receptionist at Bus Hostel Reykjavik call them. After this, we got picked up at around 11:45, one hour later than the arranged time.
In addition, it was not until the receptionist called, that we heard our tour was cancelled. This ruined our day (New Year’s Eve), since Artic Adventures gave us no time to rearrange our plans for the few hours of daylight. This resulted in the opportunity to take the ATV tour instead (our tourguide said it cost 20.000 ISK per person), which we did not want, but since we had no time to reschedule, this was the only opportunity. This ruined both our plans and mood on New Year's Eve. Until this day, we are still trying to get our money back, since the company owe us approximately 36.040 ISK, because now they charge 30.000 ISK per person for our ATV tour. We’ve tried everything to get our money back, but we just got the same answers - that we already received our refund. The service that this company provides, are unacceptable and we will definitely not recommend this company to anyone!
16 February 2020
Unprompted review
Reply from Arctic Adventures
Dear Kamilla,
We sincerely apologize for the negative experience you had with Arctic Adventures during your snowmobile tour on December 31st, 2019. It deeply troubles us to hear about the inconveniences and frustrations you encountered, especially on such a significant day like New Year's Eve.
First and foremost, we apologize for the delay in the pick-up and the lack of communication regarding the cancellation of your tour. We understand the disappointment and frustration this must have caused, particularly when it disrupted your plans for the day. This falls short of the high standards we strive to uphold, and for that, we are truly sorry.
Regarding the alternative ATV tour offered to you, we regret that it did not meet your expectations and further added to your disappointment. It's important to us that our guests have a memorable and enjoyable experience, and we apologize for any inconvenience caused by this unexpected change in plans.
We understand your frustration with the refund process and the discrepancy in the amount owed to you. Please know that we take matters of financial transactions seriously, and we are committed to resolving this issue promptly.
Your feedback is invaluable to us, and we appreciate you bringing these issues to our attention. Rest assured that we are taking proactive measures to address the issues raised and prevent similar incidents from occurring in the future.
Once again, we apologize for the disappointment and inconvenience you experienced during your tour with us. If you have any further questions or concerns, please do not hesitate to contact us at info@adventures.is. We are here to assist you in any way we can and hope to have the opportunity to restore your faith in our services.
Thank you for your understanding and patience.
Best regards,
Arctic Adventures team
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