Customer service

FAQ

• What about Tax-free shopping/Tax Refunds?

  A refund of the local Value Added Tax is available to visitors to Iceland who have purchased at least ISK 6.000- (VAT included) per sales receipt.

  You must take the product with you out of Iceland within 3 months of the purchase date. You can find more information on the refund process here.

• Insurance and health care

  Please note that individual travel insurance is not included in the tour prices. It is very important that travelers arrange for their own travel insurance before visiting Iceland. Medical assistance and health care are, however, readily available in Iceland.

  The 24-hour emergency phone number in Iceland is 112. The Icelandic word for a pharmacy is ‘Apótek,’ and pharmacies are open during normal business hours. See also www.safetravel.is.

• Porterage at the airport and at hotels?

  Luggage porter service is not available at Icelandic hotels or airports. Travelers should pack light. A good rule of thumb is to bring no more than what you can comfortably carry between the bus and your hotel room.

• Is alcohol expensive in Iceland?

  Restaurants and cafés often sell a nice variety of wine, beer and spirits, including locally made labels. Iceland is known for excellent craft beers, vodka and gin, as well as liqueurs made from locally gathered herbs and fruits. However, alcoholic beverages are more expensive in Iceland compared to many other countries. Alcohol can only be purchased in government-run stores (Vínbúð) and at the duty-free shop in Keflavik airport. You can find more information on duty-free allowances here.

  The legal drinking age in Iceland is 20 years.

• Traveling with pets

  Iceland is one of the few European countries without rabies. This means that traveling to Iceland with a dog or cat requires a strict application process with several forms, proof of vaccinations and testing, an import application fee, and two weeks of quarantine. These all must be planned well in advance of arrival in Iceland. The Icelandic Food and Veterinary Authority oversees this process.

• Business Hours & Shopping

  Banks are open from 09:00am to 16:00 (4:00 pm). As general rule, offices are open from 09:00 am to 16:00 (04:00 pm). Shops are open from 10:00am to 18:00 (6:00pm) on weekdays. Kringlan and Smaralind shopping malls, as well as souvenir shops and some bookshops in the city center, are open on weekends.

  Reykjavik’s Laugavegur (the shopping street) and Skolavordustigur (the art gallery street) are both great places to stroll. You can enjoy shopping for locally designed clothing, art and handicrafts, along with taking a break at a cozy café or restaurant. The Old Harbor area has also become a great place for hand-made crafts and souvenirs.

• What is the Iceland Travel App?

  Every year, Iceland Travel welcomes thousands of travelers who embark on a road trip adventure in Iceland. If you book any one of Iceland Travel’s self-drive packages, you will receive access to our Iceland Travel App.

  Our app is mobile-based and can easily be used on your personal phone, tablet or computer. The app includes:

  • Information on hundreds of star points all over Iceland, plus 35 points of interest with an audio guide. The star points include a selection of tours and activities that you can book in each area.
  • Links to electronic versions of our Iceland Travel Road Book in English, French, Italian, Spanish and Dutch. The Road Book covers interesting places to visit, in addition to safety information and driving tips.
  • Access to your travel documents.
  • Feature to save places to your personalised map for future visits.

  How Do I Use the Iceland Travel App?

  You will receive a QR code with the app one week before departure so you can explore things to do in Iceland before your trip. Once you are in the app, you can download your personalised travel map. You can use it offline either at home to plan your trip or while you are in Iceland.

• Do you need medical assistance?

  Emergency Phone Number: 112

  In the event of a severe medical emergency the 24-hour emergency phone number in Iceland is 112.

  There are medical centers or hospitals in all major cities and towns in Iceland.

  General information, including nurse’s assistance and consultation services can be obtained by calling 1700. More information can be found at www.island.is

  Pharmacies are called ‘Apotek’ and are open during normal business hours.

  See also www.safetravel.is.

• Who are Iceland Travel´s operation partners?

  Iceland Travel carefully selects local experts all around Iceland to partner with. Therefore, some tours and activities are operated by a qualified and vetted third-party supplier.

• Driving in winter

  The short daylight in Iceland during winter, especially between November and February, restricts the time for driving and sightseeing. When planning each day’s travel, please take this into account to ensure you can visit interesting sites in daylight. Be flexible in your planning because weather and road conditions can often lead to a change of plans.

  Here are some pointers for driving winter driving in Iceland:  

  • It is very important to check the weather forecast daily. You can check road.is for information driving and weather warnings. You can also obtain information from your accommodation´s front desk staff.  
  • We also recommend reading information on safetravel.is regarding driving in Iceland.  
  • A good rule of thumb is to be prepared for all types of weather, as conditions can change in the blink of an eye. This means bringing warm layers of clothing, stocking up on drinks and refreshments, and keeping the car filled up with fuel. 
  • The 90 km/h signs mean the speed limit, not the speed requirement. Winter driving means altering your speed to driving conditions, often driving slower than the limit. 
  • A closed road means CLOSED! Do not try to enter! 
  • We recommend staying on the Ring Road. It is well maintained for winter conditions and very seldom closed for more than 24 hours.  
  • Highland and mountain roads (F roads) are closed in winter. 
  • We only offer 4×4 cars during the winter period because it will make your driving experience much safer.  

   In case of extreme winter storms, Iceland Travel will let passengers now beforehand and act accordingly. 

• How can I help protect the Icelandic Nature?

  Iceland Travel is an eco-friendly company that takes environmental matters and the protection of nature seriously. It is important we respect the environment and make as little disturbance as possible in our travels so Iceland continues to be a unique destination for all of us. Therefore, we ask you to help us protect our precious nature by being a responsible traveler and serving as a role model to others as you travel around our beautiful country.

  Here are some simple guidelines you can follow while traveling in Iceland:

  1. Leave sites in the same state as you found them.
  2. Iceland is known for its unspoiled and clean nature. Help keep it this way by putting your litter in bins and recycling if possible. If there are no bins where you are visiting, take your r ubbish back with you to your accommodation so you can dispose of it there.
  3. We also encourage you to try to minimze the waste produced on your travel. One easy way to do that is to bring a reusable water bottle and a reusable shopping bag with you. Almost all tap water in Iceland is derived from groundwater that is filtered naturally through layers of volcanic rock. It‘s perfectly safe to drink and it tastes amazing.
  4. Make sure to stay on marked hiking trails to help us conserve the native flora. For example, moss is fragile and can easily be damaged if stepped on.
  5. Please do not cause damage to the vegetation.
  6. When visiting Iceland and going wildlife spotting, your goal should be quiet observation. Make sure to observe wildlife from a distance. To not disturb the different species, we recommend you do not make quick movements or loud noises. And do not try to touch them.
  7. Please do not disturb the environment, move stones or make cairns. Please also keep in mind that it is illegal in Iceland to remove stones, plants, lava rocks or other natural items from protected areas.
     Keep water sources, springs and pools clean. Water is a precious resource and should not be mishandled.
  8. Respect and comply with laws and conservation rules set by local rangers.
  9. Respect the peace and quiet of rural life.
  10. If you are interested in carbon offsetting your trip you can do so through the Iceland Carbon Fund. All our escorted tours and self-drive tours are carbon offset through Kolvidur*, the Iceland Carbon Fund (ICF).

  *Kolviður works on the concept of capturing carbon from the atmosphere through tree planting. The primary goal of this project is to store carbon in forests, reducing the concentration of carbon dioxide in the atmosphere. This project also supports soil formation, wildlife and biodiversity, which all support our environment. Iceland Travel purchases carbon credit that will, with time, carbon neutralise your travels. It takes time for trees to grow, so carbon capture is a valuable work in progress.

• Where are the bus stops in Reykjavik Center for transfers and day tour pickup and drop off?

  A part of Reykjavik’s center is off limits to large vehicles, including tourist buses and coaches of any size.

  If pick up service is included in your booking and your hotel is in the city center, please contact the front desk/lobby for information about your nearest pick up/drop off spot.

  There are a dozen pick-up spots or bus stops around the center. Please see busstop.is for further information regarding pick up locations.

• What are hotel rooms like in Iceland?

  Iceland Travel chooses hotels in Iceland that we feel offer good service to our guests. Hotels are clean and comfortable, and in the countryside are often located in beautiful natural areas. It‘s important to keep in mind during your trip that Icelandic hotels are similar to those in many other European countries.

  Hotel rooms are often smaller in size when compared to hotel rooms in countries such as the USA or Canada. Double occupancy rooms also usually have twin beds. If you request a double bed, two twin beds are usually connected to make one comfortable bed. Some comfort standard hotels, mainly in the Reykjavik area, have rooms with queen size beds. King size beds are not available at most hotels.

• How long are the stops on your guided tours?

  The length of the stops on our guided multi-day tours are not set in stone. They vary from tour to tour and depend upon weather, route, group size and the mobility of guests. We suggest timings to our guides but trust them, as the leaders of the trip, to decide and announce the length of each stop.

  Each day, there will generally be 45 minutes to one-hour driving between each tour stop. You will arrive at each night’s accommodation in the late afternoon.

  The amount of hiking per tour depends on the tour purchased; however there will be some light walking in all tours to view natural wonders.

  Browse through our variety of guided tours, that are all crafted to offer the best Iceland has, summer or winter.

• What is there besides nature in Iceland?

  The biggest part of your experience when travelling to Iceland will obviously be the amazing Icelandic nature, but it’s far from being the only thing!

  Iceland’s culture is as amazing as its nature. In fact, Iceland’s landscapes and nature have inspired the country’s art, history, literature, and music in a very unique way. Iceland’s music scene is world famous, and Iceland hosts popular music festivals like Iceland Airwaves, the Reykjavik Jazz Festival, Secret Solstice, and Aldrei for ég súður (Westfjords music festival). Visitors also enjoy viewing vibrantly exotic Icelandic art at museums and galleries around the country.

  Iceland is also famous for its geothermal pools that use natural hot springs. They are plentiful around the country and perfect for relaxation after a day of fun. The pools are a part of Icelanders’ focus on health and wellness, something many visitors find very inspirational.

  Dining in Iceland is exceptional. Visitors often comment on how delicious the food is. Whether it is fine dining or a homestyle meal, Icelandic cuisine relies on freshly sourced, high-quality ingredients from local farms and the ocean. Communities like Reykjavik and Akureyri have a plentiful variety of restaurants reflecting both Icelandic and international influences.

  Iceland’s Viking (Old Norse) heritage is very popular with visitors. Many Viking-age influences have survived until the present day, and you can experience this in food, music, jewelry, crafts, naming traditions, architecture and more. You’ll find Icelandic culture a refreshing blend of ancient traditions and high-tech modernity.

  Reykjavik and Akureyri are lively, safe, modern, and sophisticated and the nightlife and cultural activities have earned an exciting reputation. Reykjavík also has many interesting events including the Reykjavik Marathon and Culture Night, Gay Pride, Reykjavík International Film Festival and the Reykjavik Arts Festival.

  Actually, you’ll find there are plenty of things to do and various activities to enjoy all around the country, to suit every taste.