During the trip

If you have problems during your trip, please first contact the supplier e.g. the hotel, the car rental company or the guide, whose job it is to try to solve the problem. If the problem can not be solved by the supplier, please send us an email with a description of the problem and your contact information (name, booking number, phone), and we will get back to you as soon as possible.

Send email to: [email protected].

You will find your vouchers in your travel documents that have been sent by email. These are to be used as tickets for excursions, rental cars, hotels, etc. Your vouchers include important information about times, pick-up location, contact details for the relevant organizer and other important information. Please read these carefully in advance to make your trip easier.

The time and pick-up location for your tour is found on your voucher. Be on time!

Vulkan Travels name is never written on the bus. It is our Icelandic partners who operates the tours. Their logo and number can be found on your voucher. They don’t call out names so please keep a look out for the right bus.

In case you miss your pick-up or have questions contact our partners directly. Some tours go first to BSI (Reykjavik bus terminal) where you change to a different bus before departing onwards.

Many streets in central Reykjavik are closed to motor traffic. For this reason, passengers are often picked up and dropped off at bus stops around Reykjavík instead of directly outside their hotel. If you have booked an excursion by pick-up or airport bus, the current pick-up location is on your voucher and booking confirmation. If you miss a pick-up or for other questions about your excursion, always contact the organizer concerned, telephone number is on each voucher.

Transfer on arrival: The Reykjavik Excursion fly bus operates in connection with all arriving flights. Please make your way out to the parked buses and show them your voucher. The fly bus goes first to BSI (Reykjavik Bus terminal )where you change to a different bus that will take you to your hotel. If the bus cannot stop outside your hotel a designated bus stop is provided nearby. If you need assistance there is a help desk at the arrival hall marked Reykjavik Excursions.

Transfer on departure: Book a pick-up time directly with Reykjavik Excursions no later than the day before your return journey. Call +354 580 5400 and state “Vulkan client confirming time for pick-up”. We recommend that you are at the airport 2.5-3 hours before your departure. Times for the airport bus can be found here: https://www.re.is/tour/flybus/.

Transfer From Keflavik – to the Blue Lagoon - Then onwards towards your Hotel in Reykjavik.

Destination Blue Lagoons white buses are parked outside the terminal. The departure time is on your voucher as well as the departure time from the Blue Lagoon to Reykjavik. After you visit at the lagoon the bus first goes via BSI (Reykjavik bus terminal), where you change to a bus that takes you to your hotel or designated bus stop.

Transfer from Hotel in Reykjavik – To the Blue Lagoon- Then onwards towards Keflavik.

Pick up time and location can be found on your voucher. The bus first goes to BSI before departing for the blue lagoon.

After you visit at the lagoon you take the bus to Keflavik airport. Time for departure can be found on your voucher.

When you are in Iceland it is good to be updated on weather, road conditions and other alerts. Icelandic authorities has a very good web site that we recommend you to check out while you are in Iceland.

Read more on Safetravel.is: https://safetravel.is

The car rental desks can be found in the arrivals hall just after customs. Our prices include a collision damage waiver (CDW). We recommend taking out additional cover (SCDW) in order to reduce your excess cost by even more. In addition to SCDW, you can also choose to add a fuel-up option, wind and gravel protection, an extra driver, tunnel toll fees and call-out fee protection. All of these additional options can be taken out and paid for on site.

You will need to provide a credit card as a guarantee when collecting your rental car. Inspect the car carefully and make a note of any damage. Rental cars are booked per day – i.e. per 24 hours. If you exceed the 24-hour cut-off point then you will automatically be charged for another day of car rental, so be sure to drop your car back on time. You will be charged a fee if you return the car to a different location from where you picked it up. An airport fee is added when you pick up the car at Keflavik, approx. 5400 ISK and is paid directly on site.

If you are travelling with children and wish to rent a car seat, this must be reserved in advance and paid for on site. If you have booked a rental car with pick-up in Reykjavik, you will need to make your own way to the rental location. Make sure the rental car is returned with a full tank of petrol in order to avoid any additional charges. The rental car company will check over the car after you return it.

Driving in Iceland is not difficult but does present a certain challenge. Icelandic authorities have a good site, which we recommend you to check if you are going to drive a rental car. Read more at: Driving safely in Iceland

To protect the Icelandic horse from diseases, there are strict restrictions regarding riding equipment brought in from other countries (disinfection is required). Used riding gloves and all used leather items are forbidden. Helmets, raingear and overalls are available to borrow. We recommend sturdy shoes that are not too wide, comfortable trousers (riding breeches are not necessary), gloves and a buff. If you want to bring a camera please bring a waist bag as you are not allowed to ride with a backpack.

Packing list (for riding trips only):

Use small suitcases as there is limited space in the trailer.
Warm clothes in layers as well as cool clothes as the weather may vary.
Comfortable durable shoes that are not too wide. The shoes should be comfortable and with a thick sole to suit different terrains. High riding boots become uncomfortable and rubber boots are not necessary.
Comfortable trousers such as riding breeches at least 2 pairs, warm socks Preferably several pairs, gloves and a buff.
A smaller waist bag as you are not allowed to ride with a backpack.
Sleeping bag. We recommend a small pillow and a sheet if you use your sleeping bag as a blanket. (Sleeping bag is not needed for tours with all nights at hotels or Guesthouse Eldhestar).
Sunscreen and sunglasses to protect eyes from dust.

In the case of longer delays, the airline is required to offer free food and drink in reasonable proportion to your waiting time. If you are delayed by one or more nights, the airline is also obligated to pay for your accommodation. The airline is always obligated to offer you new flights so that you can either arrive at your destination as quickly as possible or at a later date that suits you.

If you have purchased a package holiday from us which includes a flight that is subsequently cancelled by the airline, we will provide assistance and help you. We can either rebook your holiday for a later date or we can refund you the full amount of the trip. Note that in order for you to be entitled to a free rebooking or to a refund, the airline needs to cancel your departure flight entirely. This means that notice of a strike or circumstances which entail a risk that your flight may be cancelled are not in themselves sufficient to warrant a free rebooking or refund.

We will refund the amount paid if an excursion is cancelled. It is very uncommon that excursions are cancelled but it can happen from time to time due to bad weather (whale watching tours are slightly more prone to cancellation than other excursions). You will then be offered the excursion on a different day and if this does not suit then you will immediately be refunded the amount you have paid.

Alternatively
If an activity or an excursion is cancelled and cannot go ahead (due to bad weather, for example), the customer will in the first instance be offered the chance to take part in the activity/excursion at another time. If the customer is not able to participate in the activity/excursion at another time then they can contact Vulkan Travel for a refund. Vulkan Travel will refund the entire cost of the cancelled activity/excursion.