Transfer To & From Blue Lagoon

Dear Andy, Thank you for your feedback. We are sorry to hear that you were disappointed with your experience. After reviewing the case, we can confirm that the assigned vehicle for the 8:15 PM departure from the Blue Lagoon was vehicle EPE39. According to the vehicle's GPS records, the bus departed the pickup location at 8:15:54 PM, in line with the scheduled departure time. We have retained the GPS records documenting the vehicle details and departure time. We also reviewed our communication with you through the Viator chat. On 24 June, we provided the return bus schedule and explicitly advised: "We recommend going there 10 minutes earlier in order to ensure that you're not going to miss your transfer." You replied to our messages on the day of the tour, indicating that you had received and read the information we had sent. Later that evening, at 8:17 PM, you informed us that you had walked outside at approximately 8:14 PM. As this was only about a minute before the scheduled departure, you were unfortunately not at the designated pickup point when the bus departed. Given that the transfer departed according to schedule and that clear instructions were provided in advance recommending passengers arrive at least 10 minutes before departure, we concluded that the missed transfer resulted from not being present at the pickup point on time. For this reason, we were unable to approve the refund request. We understand this was a frustrating situation, but the service was operated as scheduled and in accordance with the information and recommendations provided before your tour. Thank you for taking the time to share your feedback. We value all customer comments, as they help us maintain a transparent and reliable service. We hope to have the opportunity to welcome you again in Iceland and provide you with a more positive experience in the future.

Dear Juliana, We are sad to hear about the unsatisfactory experience that the tour description caused. The product description referred to the fact that each individual booking can be made for a maximum of 20 people and did not imply that there will be a maximum of 20 passengers per bus. We apologize once again if this caused confusion and we will make sure to provide an even more detailed description of the products to avoid further misinterpretation. Hope you had a nice time at the Lagoon!

Dear Kathy, As per our investigation, we noticed that your booking was made for a different pick-up location - Hotel Canopy. And you were waiting at Hotel Hilton Nordica, which is a different hotel. We are always accommodating our customers' changes, but in order to do that we have to receive the information from them. We immediately accommodated your changes when you informed us that your pick-up location was changed, and it is obvious that you had to wait for the next transfer since you lost the initial transfer as per your original booking with pick-up at Hotel Canopy. When changes are made so last minute, of course, the driver does not have your name on it, since he received the passenger list in the morning. The reason why we have sent you the amended transfer ticket was for you to show it to the driver to guarantee your pick-up. We are sorry that you have encountered difficulties at pick-up, but from our end, there was no mistake and we made our best to accommodate your last-minute changes. Thank you for your understanding!

Thank you for your kind words. We are glad that you enjoyed your experience at the Blue Lagoon. Hope to see you again!

Thank you for your kind words and detailed feedback. We are glad that you had a great time at the Blue Lagoon. We hope to see you again.

Thank you for your kind words. We are glad that you had a great time at the Blue Lagoon. We hope to see you again.

Thank you for your kind words. We are glad that you had a great time at the Blue Lagoon. We hope to see you again.

Thank you.

Thank you for your kind words. We are glad that you had a great time at the Blue Lagoon. We hope to see you again.