Topics

Booking Process

Can I book a transfer to the airport?

You can book a transfer to the airport or any other location by selecting it in the destination field.

Changing Your Pick-up/Drop-off Location

At Iceland Transfer, we acknowledge that plans can sometimes change. If you need to change the pick-up or drop-off location for your booking, please get in touch with our customer service team through chat or email at [email protected]. Please be aware that there might be extra charges for altering the address.

Changing the Number of Passengers on Your Booking

If you want to adjust the number of passengers in your booking, our customer service team is available to assist you. Simply inform us of your request, and we will handle it for you. Please be aware that increasing the number of passengers might necessitate upgrading the vehicle class you originally booked, which could incur an extra fee. Should you have any inquiries or require assistance with modifying the passenger count in your booking, feel free to reach out to us at [email protected].

Can you accommodate travelers with special needs?

Yes, if you have limited mobility, vision or hearing impairment, a service animal, an assistive device, or need additional support from the chauffeur, please indicate your requirements in the "Special requests/Notes for the chauffeur" section when making your booking. For larger assistive devices, such as a collapsible wheelchair, please provide the size to ensure it can be accommodated in the vehicle.

My travel group is landing on different flights, how can I book?

You should make two bookings for each group. Another option is to select one and input the flight information for the last passenger arriving at the airport. Keep in mind that flight adjustments like delays may prevent all passengers from being picked up within the scheduled wait time.

What meeting time should I choose if I go to the airport?

We recommend preparing for your airport departure at least 2 hours before your flight. Factor in an extra 20% of the estimated transfer time for any delays. For instance, if the estimated transfer time is 30 minutes, 20% of that is 6 minutes, so you should plan to arrive 2 hours and 36 minutes before your flight.

I have a discount code, how can I apply it?

During the booking process, you can input the discount code in the "Price Calculation" field. Once entered, the price of your transfer will be adjusted automatically.

How can I receive a discount code?

We provide discount codes through special promotions or as a promo code for a booking already made on our website. These codes are for new bookings only, cannot be used on existing bookings, or can be sent upon request. Please review your incoming emails to ensure you have a usable code.

Can I complete my reservation, without a credit card?

We provide various payment options, but their availability may differ based on the route. For certain routes, you can opt for cash payment in the final booking step, allowing you to make a reservation without a credit card.

Can minors travel alone?

Minors are not allowed to travel or make bookings on their own; they must be accompanied by at least one adult.

How can I request a quote?

Once you've entered your route, date, and number of passengers on the webpage, if there is no price available for your request, you should click on "request" to complete the form and submit it.

How can I book after requesting a quote?

Please follow the link, fill in the necessary details on the booking form, and finalize your booking. Once we receive it, we will proceed with the necessary steps and send you an email containing the Booking Confirmation.

Making or Cancelling a Transfer Booking with Iceland Transfer

For direct contact, reach out to us at [email protected].

How will I know my booking is successful and confirmed?

Once we receive your booking, a confirmation will be sent shortly. Please note that for certain services, processing may require up to 12 hours, with an average processing time of 2 hours.

Do I have extra charges if the driver needs to wait for me because my flight is delayed?

Flight delays up to 8 hours for the specified flight in the booking do not incur an extra charge.

While Travelling

Where will I meet the driver?

For airport transfers, the driver will be at the arrivals holding a sign or tablet displaying your name or the icelandtransfer.is logo. For port or station transfers, the driver will wait at the closest meeting point with a sign or tablet showing your name or the icelandtransfer.is logo. If your transfer is from accommodation not in a pedestrian zone, the driver will wait in front of the building. If you have trouble finding the driver, feel free to contact them directly or reach out to Customer Service.

How long will the driver wait for me?

For airport departures, the waiting time included is 60 minutes, while for all other locations, it is 30 minutes. Additional charges will apply if the waiting time exceeds these limits.

What happens if my flight or cruise ship is delayed?

If your flight, train, or ship is delayed, please get in touch with our Customer Service right away to discuss rearranging your transfer arrangements.

What happens if my flight, train, or ship is early?

If your flight, train, or ship arrives early, please wait for the driver at the designated meeting point on your confirmation until the scheduled pickup time.

How long will the transfer last?

You can verify the average duration of your transfer using maps. When heading to an airport, it is advisable to extend the average transfer time by 20% to guarantee you reach the airport punctually.

What should I do if I miss my flight?

Please contact our Customer Service on the number visible in your Confirmation.

What should I do if I can't find the driver?

Please contact your driver on a number received. You can also contact our Customer Service on the number visible in your Confirmation in order to assist you.

Why do I have to be available on my mobile phone?

Your mobile number will be used if we need to contact you in case of emergency, for example, if your driver is experiencing difficulties locating you at the time of pickup.

Do the vehicles have Wi-Fi?

Check for the Wi-Fi availability when making the booking.

Can I consume food and drink during the transfer?

It's frowned upon.

Can you smoke in the vehicles?

Smoking, whether it's cigarettes, e-cigarettes, cigars, pipes, or any other tobacco or non-tobacco product consumed through smoking, is strictly prohibited in the vehicles.

How does it work, if I book special routes which include tunnels (e.g. Hvalfjarðargöng) or ferries?

The price of the tour includes all fees, tolls, and taxes.

Are there any fees for a night trip?

No additional costs or fees will be added after the final price has been determined.

Before Travelling

My group size has changed. What should I do?

You can modify your booking details by submitting a change request through the "Manage your booking" link on your Confirmation or via your "my booking account". Keep in mind that your changes might result in a price adjustment.

My flight number/meeting time has changed. What should I do?

Please inform our Customer Service promptly so we can explore the option of rescheduling your transfer.

How can I upgrade the vehicle?

You have the option to adjust the vehicle category either through the Confirmation using the "Manage your booking" link or via your "my booking" account. Please note that altering the vehicle may result in price adjustments.

Do I have to print my confirmation?

If it’s not convenient for you to print the confirmation, you can show your online copy to the driver from your mobile device.

Can I have my driver's number?

You will find all the details about your driver in your booking voucher to help you coordinate your meeting effectively.

How can I cancel my booking?

To cancel your booking, simply click on the "Manage your booking" link in your confirmation. We recommend reading the cancellation policy before booking to ensure you qualify for a refund.

What is your cancellation policy?

Iceland Transfer allows free cancellation of any tours and transportation services we offer with 24-hour notice. Cancellations can be made up to 24 hours before departure for a full refund. Partial cancellations result in a partial refund. In case of a third-party operated multi-day tour cancellation due to weather, Iceland Transfer is not obligated to provide accommodation on canceled nights.

How can I contact Customer service if I need assistance?

You can contact our Customer service by email or via the contact number in the Confirmation.

Do I need to confirm my booking before the transfer?

Upon receiving the confirmation, there is no need to reconfirm your booking. If you choose to pay for your transfer in cash, please ensure that you are reachable at the contact number you provided in the booking on the day before the transfer.

Luggage & Extras

Can I bring my wheelchair?

Feel free to bring your foldable wheelchair at no additional cost. Ensure you select a vehicle spacious enough to fit all passengers, luggage, and the wheelchair comfortably.

Is it necessary to book child seats?

Child seats are mandatory as laws regulate the safety of children during transportation, with penalties for non-compliance. Our services include infant seats (0-1 years old), child seats (1-5 years old), and booster seats (5-12 years old) available for an extra fee.

Can I bring my child seat?

Feel free to bring your child seat along. Just keep in mind that it occupies space for one person, so remember to choose the right vehicle when making your reservation.

Can I add more than one extra stop?

We recommend that you hire one of our suppliers by the hour if planning on making some stops on the way or send us an inquiry through https://toursoficeland.is/book-your-comfortable-ride/ and we will respond to you promptly.

Will I be charged extra if I have extra luggage?

Passengers need to declare the amount of luggage they travel with to make sure the driver can accommodate enough space for everyone's belongings. If you have extra luggage that exceeds the standard allowance, it's always best to inform the driver or the transportation company in advance. Depending on the company's policies, there may be additional charges for excess luggage. However, many companies offer the flexibility to accommodate extra luggage for a reasonable fee. By communicating your needs upfront, you can ensure a smooth and comfortable journey for yourself and your belongings. Remember, it's always better to be prepared and avoid any surprises along the way.

Can I book a transfer with bulky luggage (bikes, boxes)?

Yes, it is generally possible to arrange a transfer with bulky luggage such as surfboards, bikes, or boxes. To transport a bike, we suggest booking a Van Standard Class. This class can accommodate up to 2 passengers, 2 bike bags, and 2 medium-sized suitcases. Kindly ensure that the bikes are foldable and packed in appropriate bike bags. To inform the driver about this requirement, please include the details in the comment section when making your booking or send us an inquiry at https://toursoficeland.is/book-your-comfortable-ride/ so we can find appropriate supplier/vehicle.

What kind of insurance do I have during the transfer?

All our passengers are covered by injury insurance in case of a car accident. We recommend purchasing Travel Insurance whenever you travel to ensure worry-free trips.

How to retrieve a lost item?

At Iceland Transfer, we recognize that travelers may occasionally forget belongings while on the move. That's why we take special measures to ensure that guests can recover any items left behind. If you or the guest you've booked for misplaces an item in the vehicle after their journey, the driver might reach out directly to arrange its return, or they could contact Iceland Transfer for assistance. If you haven't heard from the driver about your lost item, our customer service team is here to assist you. Please provide details about your trip and the missing item by contacting us via phone or through the online chat. This way, we can make every effort to locate and return your belongings.

Payment & Refunds

Why is my credit card declined?

The most frequent reasons include security (failure to authorize payment with a 3D code), insufficient funds, or exceeding amount limits. If you encounter any problems, please reach out to our Customer Service team, and we will work to find a suitable solution for you.

Can I choose the currency?

The currency set on our page is the Euro and cannot be customized individually. Cash payments are accepted in Euro or the currency of the transfer.

I need a payment confirmation for my transfer, how can I get it?

You can ask for a payment confirmation once your card has been charged the specified amount in the Confirmation.

My company requires an invoice, how can I get one?

After your transfer is completed, you can request an invoice by accessing your transfer confirmation and selecting ‘Change transfer details’ followed by ‘Request an invoice’. Simply provide us with the company's information including the name, fiscal address, and VAT number.

What should I do if my money was not refunded?

If you qualify for a refund, the credited amount will be returned to your bank account within 15 days. If you do not receive any refund notification, please reach out to us via email at [email protected].

Do I need to tip the driver?

Our rates do not cover a driver's tip. Any additional appreciation for your driver's exceptional service is entirely optional, and greatly valued by the drivers! Please note that tipping is not customary in Iceland.

General questions

I’m traveling from an airport. How do I find my driver?

Upon reaching the airport, proceed to the arrivals hall or the designated meeting point specified in your booking voucher. Look for your driver or a representative holding a sign or tablet with either the lead passenger's name or the Icelandtransfer.is logo for identification. Following your booking, you will receive a voucher containing all necessary details. If you require assistance, our support team is available, and you can reach us at [email protected].

What's included in the price?

The price includes all expenses such as taxes, fees, gratuities, and tolls, with no additional or hidden charges. In the case of an airport transfer, the driver will wait for 30 minutes from the scheduled time. This also applies to return transfers to the airport or any other non-airport-related transfers.

How can I pay?

You can pay at the end of the booking process for all transfer services. Options include full payment in advance or a 20% deposit with the remainder due upon arrival. Payment methods accepted include credit/debit cards, Apple Pay, and Google Pay.

How can I book after requesting a quote?

Follow the link provided, fill in the necessary information on the booking form, and complete your booking. Once we receive the details, we will proceed to process your booking and send you an email containing the Booking Confirmation.

How can I contact Customer service if I need assistance?

Feel free to reach out to our Customer Service team via email at [email protected] or through the contact number provided in the Confirmation.

Will anyone else will be traveling in the vehicle I book?

We provide a private transfer service specifically for the passengers listed in your reservation, with a vehicle dedicated solely to your group throughout the service. Additionally, we offer alternative transportation and tours that will include other travelers. It depends on the service you select for purchase.