FAQ

FREQUENTLY ASKED QUESTIONS

GENERAL

Where are you located?
Iceland Travel Assistance main sales office is located in the City Centre at Grófin 1. We are also located at Radisson Blu Saga, Radisson Blu 1919, BSÍ Bus Terminal, Inspired by Iceland store at Bankastræti main shopping street and Alda Hotel.  

Why should I buy a ticket online?
The most common tours always have seats available but to guarantee your seat it is better to reserve. There is always a chance that the tour you want to join is fully booked.

Where are your sales offices?
Iceland Travel Assistance main sales office and tour information centre are located in City Centre at Grófin 1. We are also located in the lobby of the Radisson Blu Saga, Radisson Blu 1919, BSÍ Bus Terminal, Inspired by Iceland store at Bankastræti main shopping street and Alda Hotel. 

How far in advance can I book a day tour online?
You can book tours online 24 hours prior to the departure time. If you want to book with less advance than 24 hours we recommend phoning us: (+354) 570 7700

I am a senior. How easy is it for me to travel to Iceland?
Nature is Iceland‘s main attraction and to be able to see it might require short to medium long walks. We recommend you to contact us prior to your trip to find the best solution for your needs. We can give you detailed information regarding your travel.

I have disabilities, can I travel in Iceland?
Travellers with disabilities intending to travel in Iceland can travel easily but some companies demand to be notified within 24-48 hours.

Can I buy many different tours at once?
You can buy as many tours as you like online with one credit card payment. If you are buying multiple tours make sure that they don't intersect with one another and that you have enough time between each tour. Assure that some extra time to account for delays caused by road conditions and weather especially in the wintertime etc.

Where will I be picked up for the tour?
All tour operators in Reykjavík area pick up and drop off from hotels and guesthouses in Reykjavik. Pick up and drop off are included in most day tours if booked in advance.

If you book online and you wish to be picked up for a day tour make sure you fill in the necessary information when you book online. Pick up time is 45-30 minutes prior to scheduled departure times. Please be in front of your hotel.

Do I need to print out my ticket/voucher?
We always recommend that you print out your confirmation and bring it with you on paper for your tour. If you cannot print your confirmation, please have your booking number in case.

How will I receive my vouchers for the tour?
When you have completed the booking process there will be electronic vouchers on your screen that you can print out. You will also receive an e-mail with a voucher that you can print out.

Can I travel with my pet?
Pets are not allowed in hotels or tours in Iceland generally. Importing live animals to Iceland is strictly prohibited. An import permit issued by MAST is required to import pets into the country and then the animals need to be in quarantine for several months after arrival. http://www.mast.is/english/frontpage/import-export/import/liveanimals/

Can I use my horse riding outfit while in Iceland?
No, you can not use your outfit. It is strictly forbidden to bring any horse riding outfit to the country due to an import permit issued by MAST. http://www.mast.is/english/frontpage/import-export/import/ridingequipment/

 

 

TOURS

What should I wear?
Sturdy shoes and a warm outdoor wear should be worn when travelling in Iceland during any season.

What should I take with me on your tours?
You only need to take the most basic personal belongings with you for our day tours. A good idea is to bring a waist bag or a small backpack.

Do I need to bring my passport on tours?
There is no need for you to bring your passport on tours. However, you need to bring your drivers licence if you are going snowmobiling or ATV's

When is my pick up / drop off?
Pick up starts 15-60 minutes before departure depending on each tour operator. Tour operators expect you to be in front of your hotel or guesthouse. You can be dropped off at the end of your tour at a place of your own choice. Pick up and drop off for day tours operated by subcontractors may vary, please refer to each tour.

What languages are spoken on the tours?
Guidance is in English on most tours. Some tour operators offer tours guided in German, French or Scandinavian.

What is the general smoking policy in Iceland?
Smoking is prohibited indoor everywhere in public places. There are special smoking areas outside most public places with an ashtray for cigarette buds.

Are meals included in your tours? 
Meals are not included in day-tours unless specifically stated in the tour description, but stops are frequent where passengers can buy light meals and refreshments. Consumption of food or beverages on board the coaches is prohibited.

What languages do your offer on your tours? 
Our day tours and excursions are by default guided in English. However, we have several tours that for certain periods and/or dates of the year are guided in additional languages like Scandinavian, German and French.

 

AIRPORT TRANSFER

How much luggage am I allowed to take with me?
Many airlines allow a passenger to travel with two bags per person, weighing a maximum of 23 kg. It might differ between airlines though.


Airport transfer 
Fully paying passengers are allowed to travel with two bags per person, weighing a maximum of 23 kg (50 lbs) each in the luggage compartment of the bus. If travelling with baggage over this limit, please inform your travel planner to be able to make special arrangements.

What about bicycles and larger baggage/suitcases?
If you are travelling with your bicycle, all airport transfer companies require an extra fee per bicycle and accept them as baggage if they are in a bag or a box. If it is not packed you may have to take the front wheel off or other to fit it in, bicycles may not be in priority so if there is no space in the luggage trunk of the bus you may have to wait. The cost per bicycle may vary between companies.

Are there always available seats in the Airport Transfer bus?
Yes, Airport transfers are scheduled to/from the airport in connection with every flight all year around, also the late ones.

You can book your ticket online to avoid line in the ticket booths. Departure for all Airport Transfers is in front of the Airport, where arriving passengers exit. You will also find sales office for Airport Transfer by that exit.

Can I be picked up at my accommodation for my Airport Transfer?
Pick up for all Airport Transfers are available on request from most major hotels, Guesthouses and Hostels, and should be booked in advanced.

How long does it take to get to Keflavík International Airport?
It takes about 40-50 minutes to drive from the City Centre to Keflavík International Airport, based on normal road and weather conditions.

Can I buy my Airport Transfer ticket in advance?
Yes, you can buy your Airport Transfer ticket in advance. You can purchase your ticket both online or at one of our sale offices. You can purchase Airport Transfer online here.

How long in advance must I be at Keflavík Airport before my flight departs?
Passengers are recommended to be at Keflavik Airport at least 2 hours before the departure time. Please note that it can take up to 40-50 minutes to drive from the City Centre to Keflavík Airport.

I am in a wheelchair, can I join tours and Airport transfers?
Passengers travelling in a wheelchair are kindly asked to inform us in advanced or within 24 hours notice. Most tour operators will accordingly provide appropriate transportation in tours and Airport transfers.

I am in a manual wheelchair, can I join tours and Airport Transfers?
Passengers using a manual wheelchair are more than welcome to join tours. Please inform us in advanced or within 24 hours notice. Most tour operators will accordingly provide appropriate transportation in tours and Airport transfers airport.


 

BOOKINGS

I don't have a credit card. Can I still book online?
For online bookings, you need a credit card to finish booking online. If you don't have a credit card, you can send a booking request to us via email: bookings at ita.is

What Credit Cards are accepted as payment?
We accept the following cards as payment for your bookings: Visa, MasterCard, Discover, American Express, Diners and JCB.

Can I change my travel dates?
Yes, you can. You can easily change your travel dates on tours but it might differ for accommodation and car rentals.

How can I make a booking for a group of people?
You can book for a group of people using our online booking system or send our booking department an email: bookings at ita.is. For a tailor made tour for groups with additional needs please send us an email to bookings at ita.is

I still haven't received a confirmation email about my booking?
When booking tours, accommodation or car rental online you will receive confirmation instantly. If you have not received it you should check your email's 'Trash' or 'Junk' folders because confirmation emails are sometimes misplaced by your email server and do not reach your inbox.

If you have not received a confirmation email within 24 hours please send us an email to bookings at ita.is


 

CANCELLATION AND REFUNDS

What is your refund policy?
Iceland Travel Assistance acts as a booking agent and does not assume responsibility when tour operators alter routes, itineraries or timetables without prior notice, should the necessity arise. No liability is accepted for losses, theft or expenses due to a delay of any agent, hotel, coach, operator, airline, guide, restaurant or any other persons or companies, however, caused.

Iceland Travel Assistance is not responsible for losses in the event of Force Major, such as natural catastrophes, strikes, weather, war or other causes beyond our control. All such losses and expenses are the personal liability of the traveller. All clients are advised to have a travel insurance, as they travel at their own responsibility.

Please note that all cancellations should be in writing and notified at least 24 hours prior to the departure. Cancellations received and confirmed by ITA employee less than 24 hours prior to the departure will be refunded up to 70% of the charged price.

I got sick and can't go to the tour. Can I get it refunded?

All cancellations should be in writing and be notified 24 hours before departure.
If you bought your tour ticket online or at one of our sales offices, and you notify 24 hours before your pick up, your ticket will be refunded.


 

Icelandic flagAre you thinking about learning Icelandic – the mother tongue of some 300,000 people on our island in the North Atlantic? Or have you already begun and hit a brick wall? Get on with it, we say! But first, have a quick read through these five short tips for achieving success...

 

See the whole article on Iceland Monitor by clicking here

 

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