Icelandair Holidays booking conditions
Upon completion of the booking process, a binding contract exists. This contract is made on the terms of these booking conditions which are governed by English Law.
Upon completion of the booking process, a binding contract exists. This contract is made on the terms of these booking conditions which are governed by English Law.
We are Iceland Tours Ltd, trading as Icelandair Holidays, company number 02631188 and registered address 364 - 366 Cemetery Road, Sheffield S11 8FT (“Icelandair Holidays”), (“we”), (“us”).
These Booking Conditions, together with our Privacy Policy, Website Terms of Use and other information which we bring to your attention prior to confirming your booking form the basis of your contract with us. Please read them carefully as they set out our respective rights and obligations. Where there are any conflicts between the Booking Conditions and our other documentation, the Booking Conditions will always prevail. Your use of our website means that you agree to these Booking Conditions, our Privacy Policy, Website Terms of Use and all other information we bring to your attention. If you do not agree with any part of the following Booking Conditions, you must not use the site or proceed to try and make a booking.
In these Booking Conditions any references to "you" and "your" means the first named person on the booking (the “Lead Name”) and everyone on the booking or anyone else later added or transferred to the booking. References to “Travel Arrangement(s)” in these Booking Conditions are to the tours, excursions, experiences, activities, airport transfers and any other single element travel services we offer for sale. References to “Package”, “Package holiday” or “Package Organiser” shall have the definition as set out in the Package Travel and Linked Travel Arrangements Regulations 2018 (‘PTRs’) and any references to “Principal” shall mean the company with whom your contract is with.
We act as Principal in all our sales which means your contract is always with us, however, different parts of the Booking Conditions apply depending on whether you have booked a Package or a single element Travel Arrangement. For the avoidance of doubt, we do not sell any Linked Travel Arrangements under the PTRs.
Section 1 applies to ALL bookings (except where stated otherwise),
Section 2 applies in addition to Section 1 for Package holiday bookings, and
Section 3 applies in addition to Section 1 for single element Travel Arrangement bookings.
Please note: Sections 2 AND 3 will never both apply. Either Section 2 OR Section 3 will apply to your booking.
You will be notified on booking which of the Booking Conditions apply but if you are at all unsure please contact us on our website enquiry form here
By making a booking, the Lead Name agrees on behalf of everyone named on the booking (or subsequently added) that he/she:
Upon completion of the booking process and as soon as we issue our Confirmation Invoice, a binding contract exists. This contract is made on the terms of these Booking Conditions. Any dispute will be governed by the exclusive law and jurisdiction of England and Wales.
You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.
After we receive your booking, a Confirmation Invoice will be sent via email, a separate email will be sent, where applicable, containing Icelandair flight e-tickets. When you receive these details, please check that all names, dates, timings and other information are correct – in the event of any discrepancy, contact us immediately as it may not be possible to make changes later. Please ensure that the names given are the same as in the relevant passport.
All bookings require full payment at the time of booking.
In order to process your booking and meet your requirements, we must pass your personal details on to the relevant suppliers of your travel arrangements. The information may therefore be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary and religious requirements. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Please see our Privacy Policy.
We reserve the right to alter the prices of any of the Packages or Travel Arrangements shown on our website. You will be advised of the current price of the Package or Travel Arrangement that you wish to book before your contract is confirmed.
Any advertised Package price "from" is based on the lowest available airfare and season at any particular time. When the lowest airfare is sold out, the Package price changes according to next available airfare. Flight and seasonal supplements, upgrades or additional facilities can also change the final price of a Package. Please note hotel lodging tax is included in the Package price.
Although we make every effort to ensure the accuracy of the website information (including descriptions and images) and prices at the time of loading, regrettably errors or changes occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements at the time of booking. We reserve the right to raise or lower our prices before a booking is confirmed. We also reserve the right to correct errors in both advertised and confirmed prices before your confirmation has been issued or cancel any bookings made with pricing errors and refund all monies paid back to you.
Please note: Some of our Packages, elements of our Packages and some Travel Arrangements may be automatically non-refundable and incur cancellation charges of up to 100%. We will advise you of this on booking.
Please note: Resort fees including car parking and refundable deposits are now sometimes charged by hotels/resorts, which can only be paid locally and not at the point of booking. We will do our best to inform you of any such fees if we are aware of them but we do not accept any responsibility for the payment of fees.
Promocode Terms and Conditions
By using a promo code you accept the following terms and conditions.
The promo code applies solely on the total amount to be paid for an Icelandair Holidays package and the discount is applicable per passenger.
It is your responsibility to ensure that all necessary passports are machine readable. You should also ensure that all necessary visas, international driving licences, vaccinations and other health documents are in order. Passports must be issued within 10 years for it to be considered valid and you should check the the period of validity of the passport for the relevant country concerned. Some countries require your passport to have at least six months of validity left before you travel. Please check the relevant embassy website for visa requirements for your chosen destination/s. You must read all documentation that is supplied to you and ensure that all information contained within is correct. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for the associated costs, including the costs of any additional arrangements made on your behalf. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa, immigration or health requirements.
Some countries and airlines now require additional passenger information (API). This information is compulsory and is required by authorities. It is essential that you provide the API prior to travelling. Failure to provide this information may result in you being denied boarding for your flight. In such circumstances, we are under no obligation to refund the cost of your Package or Travel Arrangement and you will be responsible for any other associated costs or charges incurred as a result of your inability to travel. For passengers with UK and European passports travelling to/from Iceland, API information can be completed at departures check-in desk. UK passport holders are required to complete their API information before departure.
For customers flying to the USA, it is mandatory for anyone travelling to or transferring through the US under the Visa Waiver Program, to obtain approval to travel no later than 72 hours prior to travel by completing an online process ESTA (Electronic System for Travel Authorisation) scheme. ESTA can be obtained by visiting the ESTA application website or the Visit USA website where further information on the scheme and up to date fee can also be found. Once completed and approved, the ESTA application is valid for two years and allows multiple visits without the need to reapply. Travellers can apply for an ESTA even if they have no firm plans to travel to the US. Failure to obtain an ESTA could result in the passenger being denied boarding by the airline.
For customers flying to Canada, you will need to obtain an electronic travel authorisation (eTA) in order to board your flight, unless you are otherwise exempt. You can find out further information here Electronic Travel Authorization (eTA) - Canada.ca Failure to obtain an eTA could result in the passenger being denied boarding by the airline or refused entry into Canada.
Personal data, provided to us in connection with your booking, may be passed to government authorities for border control and aviation security purpose in accordance with our and any relevant airlines’ Privacy Policies.
We can provide you with general information about any health formalities required for your trip but it is your responsibility to ensure you obtain details of and comply with all recommended and required vaccinations, health precautions and other health related measures (including those which are introduced to deal with covid-19) in good time before departure. Details are available from your GP surgery, local travel clinic and the National Travel Health Network and Centre http://travelhealthpro.org.uk/. Information on health abroad is also available on www.nhs.uk and https://travelaware.campaign.gov.uk/
Vaccination and other health requirements/recommendations are subject to change at any time for any destination, including at short or no notice. Please therefore check with a doctor or clinic or other reliable source of information not less than 6 weeks prior to departure and also closer to departure to ensure that you are aware of and can meet the necessary requirements and have the latest information. Please be aware that there may be enhanced screening/monitoring at exit and entry points both in the UK and overseas. In certain situations and when arriving from certain countries, you may be required to self-isolate or quarantine for a set period on arrival.It is the responsibility of the Lead Name to ensure that all persons travelling are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. Neither we, nor the suppliers of your Package or Travel Arrangement accept any liability if you are refused entry onto any transport or into any country due to failure on your part to obtain and carry all required documentation or to otherwise comply with all applicable requirements (including health/covid-19 related ones). If failure to have any necessary travel or other documents results in fines, surcharges, other financial penalty, costs or expenses being incurred, you will be responsible for reimbursing the relevant party accordingly. If you are unable to travel as a result of failure or inability to comply with any health related or other requirements, cancellation charges will apply.
Pregnancy - It is recommended that pregnant women seek medical advice prior to travel at any stage of their pregnancy. Depending on the stage of your pregnancy, you may be required to produce a medical certificate of fitness to travel. For safety reasons certain airlines may refuse to carry pregnant passengers who will be 28 weeks or more at the date of their return flight. Airlines may request a medical certificate at any stage of pregnancy and to refuse passage if the airline is not satisfied that any pregnant passenger will be safe during the flight. We cannot give medical advice of suitability of travel arrangements if you are pregnant, nor can we give advice regarding any contagious infections or diseases at your chosen destination. It is your responsibility to take medical advice on your ability to travel prior to booking your travel arrangements and to advise us of your pregnancy. We will not be liable to refund the cost of any travel arrangements if your doctor advises against travel due to your pregnancy at any stage and you should ensure your travel insurance provides adequate protection.
If you make a booking with us during the covid-19 pandemic, you confirm that you have checked, understood and accepted the FCDO travel advice relating to your chosen destination, including where there may be a requirement on you to quarantine upon your return to the UK (or in destination), and understand and accept that there is a heightened risk of travelling during the covid-19 pandemic, beyond that associated with travel during ordinary times.
We follow FCDO advice where it affects your immediate Package or Travel Arrangement. Because the FCDO advice can change periodically, we reserve the right to review the impact of any FCDO advice on your chosen travel arrangements up to 7 days before departure.
It is a condition of your booking to have adequate travel insurance in place before you travel. We cannot accept responsibility for any cost to your party which may incur as a result of failing to take out correct and/or adequate insurance cover. Please read your policy and take it with you on holiday. It is your responsibility to ensure that the insurance policy is suitable and adequate for your particular needs, including without limitation, in respect of any pre-existing medical condition (which must be disclosed to the insurer prior to purchasing the policy). For those who participate in sports, water sports and winter sports whilst on holiday it is your responsibility to ensure that you obtain the relevant insurance cover for those activities.
Your insurance should cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) and early/unexpected curtailment of your package in the event of accident, illness and inability to travel for other reasons; personal accident, personal liability, medical expenses and repatriation in the event of medical need; cover for costs and liability arising from any specific activity you intend to participate in; loss of baggage and money; and other expenses.
Any travel insurance you purchase must include specific cover for covid-19 related issues and incidents which may affect your package or travel arrangements and, if necessary, travelling to a destination subject to a FCDO advisory against travel.
Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. You should then confirm your requests in writing but we cannot guarantee that they will be fulfilled. The fact that a special request has been noted on your Confirmation Invoice or any other documentation or that it has been passed on to the relevant supplier is not confirmation that the request will be met.
We are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your trip, please provide us with full details before we confirm your booking so that we can try to advise you as to the suitability of your chosen Package or Travel Arrangement. We may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen Package or Travel Arrangement.
If we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or, if you did not give us full details at the time of booking, we may have to cancel your booking and impose applicable cancellation charges, when we become aware of these details.
Please note that if you have a disability or any issue with mobility you should be aware that our hotels may not have lift access. Our tours may involve significant distances, embarkations and disembarkations, visits to places that lack lifts or ramps, and areas of steep or rough terrain. Tours, or parts of tours, may be unsuitable for those with disabilities or restricted mobility. Should you or any of your party require a carer or assistance with mobility, then you accept responsibility for including a suitably qualified person in your booking.
If you or any member of your party has any medical condition or disability which may affect your holiday, please contact us through this form and we will be in touch to discuss any special requirements before you confirm your booking.
All flights included in Icelandair Holidays vacation packages are with Icelandair (or an equivalent code share airline) in Economy Standard unless you have booked and paid for any applicable upgrade. Please see the full list of current gateways and destinations for further information.
Our primary concern is to transport you to your destination safely and on time, but in the event of your flight being delayed or cancelled, or that you are denied boarding due to over booking, Icelandair is aware of and will comply with its obligations regarding your rights to compensation (Regulation (EC) 261/2004).
Please note that flight times and airlines may be subject to change for operational reasons. Final details are given on your tickets.
Travel by aircraft is subject to the relevant ‘conditions of carriage’. You are bound by these conditions when booking a Package including a flight and you should refer to the conditions printed on your ticket. By its contract with you, we do not enter into an air carriage agreement but only undertake to reserve seats on board aircraft operated by Icelandair, or such other airlines as may be substituted. Read more about Icelandair's baggage policy and conditions of carriage.
Excursions or other tours that you may choose to book or pay for directly with another operator are not part of your Package or Travel Arrangement provided by us. Only those Travel Arrangements booked directly with us either as a single Travel Arrangement or part of a Package form part of your contract with us.
Please bear in mind that covid-19 and the measures and other action being taken by governments, public authorities and businesses to manage its effects (including implementation of mandatory social distancing, face masks/coverings, hand sanitization and temperature checks) is likely to have an impact on Packages and Travel Arrangements for a considerable period of time. We or the supplier/s may, for example, be unable to provide certain advertised services or facilities as a result. Such measures or action may be introduced or changed with little or no prior notice. Greater flexibility is therefore likely to be required for the foreseeable future which we would ask you to bear in mind at all times, both before and after departure. Any impact which such measures or action has on your Package or Travel Arrangement will not constitute a significant alteration to your contracted arrangements and will not entitle you to cancel without payment of the applicable cancellation charges as a result.
It is unlikely that we will have to make any changes to your Package or Travel Arrangement, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. See additional provisions and examples that apply to Packages at paragraph 23.
If we make a major change to your Package or Travel Arrangement, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your Package or Travel Arrangement and receiving a full refund of all monies paid. This doesn’t apply for minor changes. Additional provisions may apply to Packages (see paragraph 23).
We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation, including any additional travel arrangements that you have made via another company.
Very rarely, we may be forced by Unavoidable and Extraordinary circumstances (see paragraph 17 below) to change or terminate all or some of your Package or Travel Arrangement after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.
Where you have booked a Package, additional terms and conditions apply to your booking, please see paragraph 23.
Customers who purchase an Icelandair Holidays package only are entitled to cancel the booking within 24 hours of purchase for a full refund, providing the booking is made more than 7 days prior to chosen departure date. Once the 24-hour window has passed, standard terms and conditions will apply. This does not apply to single element Travel Arrangements or any services booked that are not a or part of a package holiday.
If, after our Confirmation Invoice has been issued, you wish to change any part of or your Package or Travel Arrangement, we will do our utmost to make these changes, but it may not always be possible. Any request for changes to be made must be on our website enquiry form here by the Lead Name.
Single Element Travel Arrangements – Most Travel Arrangements including but not limited to add-on tours/day excursions, airport transfers and festival tickets are non-refundable once purchased, but may sometimes be changed to alternative add-on products of similar or higher value, subject to availability. If this is possible, an amendment fee of £15 per person per change will apply in addition to any further costs we incur in making the change.
Packages – Please see paragraph 24 for applicable Administration fees. Please note that any Administration and alteration fees are likely to increase the closer to the departure date that changes are made and you should contact us as soon as possible once you know you wish to make a change.
Included in Package Offers: Subject to paragraph 13 and our 24-hour cancellation policy, tours, excursions, activities, airport transfers and festival tickets included in package offers are normally non-refundable and non-changeable.
Limited Time Special Package Offers: Subject to paragraph 13 and our 24-hour cancellation policy, certain travel arrangements, including limited time special package offer promotions, may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements. You will be advised of any non-refundable elements of your Travel Arrangements or Package prior to booking.
Cancellations of unused holiday Package elements: If you wish to end any part of your Package once it has commenced, all unused elements of the Package will be non-refundable, including but not limited to tours, festivals, hotel nights and return flights.
Where arrangements that form part of a Package or Travel Arrangements are not changeable or refundable any alteration request will incur a cancellation charge of up to 100%.
You, or any member of your party, may cancel your Package or Travel Arrangement at any time. Written notification from the Lead Name must be received at our offices via our website contact form here
Travel Arrangements are non-changeable and non-refundable (subject to paragraph 13 and our 24-hour cancellation policy). If you wish to cancel your Travel Arrangement, the cancellation fees will be 100% of the purchase price and you will not receive any money back should you decide to cancel.
Packages - should you wish to cancel your Package (subject to paragraph 13 and our 24-hour cancellation policy). you will have to pay the applicable cancellation charges shown in paragraph 25) for Packages and any additional supplier cancellation costs. Charges may be higher if there are any parts of the Package we have confirmed to you as "non-refundable" as those parts will incur cancellation charges of up to 100%, this will be advised to you at the time of booking. Any party members who travel will receive a revised invoice based on the new party size.
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.
Where you choose to travel to a destination subject to FCDO advice against non-essential travel, you accept that once your booking has been confirmed, if you decide not to travel due to FCDO advice, you will have to pay cancellation charges. You are not entitled to cancel and receive a full refund in these circumstances as it is assumed and you confirm that you have made your booking with full knowledge of FCDO advice against non-essential travel.
Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances:
(i) If you, or anyone in your booking party, test positive for covid-19, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for covid-19 (or where they otherwise suspect they may have covid-19) and have to self-isolate for a period of time.
If this happens within 14 days of your departure date, you must contact us immediately as you may no longer be able to travel. We will offer you the following options where possible and subject to availability:
(a) Postponing your Package or Travel Arrangement to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your Package, such as the flight or the 100% of the cost of the Travel Arrangement, as well any increase in cost imposed by suppliers;
(b) If not everyone on the booking is affected, for Packages you will have the right to transfer your place on the Package to another person nominated by you, subject always to compliance with the requirements within our Booking Conditions (paragraph 24).
(c) Cancelling your booking, in which case we will impose our standard cancellation charges as at the date of cancellation by you (paragraphs 15 and 25, as applicable).
If this happens whilst you are on your Package or Travel Arrangement, please notify us immediately and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your Package or Travel Arrangement, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. Your travel insurance may cover some of these costs for you – please check the policy wording.
(ii) You fail any tests, checks, have not had any required vaccinations and within the required timeframes or have proof thereof or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied boarding, entry to the destination, access to the travel arrangements or you are otherwise unable to proceed with your Package or Travel Arrangement, or any part thereof, or you are required to self-isolate within the destination. Your travel insurance may cover some of these costs for you – please check the policy wording.
(iii) You are required to isolate on your return home. Your travel insurance may cover some of these costs for you – please check the policy wording.
We have no liability to you and will not pay you compensation if we have to cancel, change, delay or fail to perform your Package or Travel Arrangement in any way because of Unavoidable and Extraordinary Circumstances. ‘Unavoidable and Extraordinary Circumstances’ means a situation which is beyond our or the supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. These include but are not limited to whether actual or threatened: war, riot, civil strife, industrial dispute, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, flood, epidemics and pandemics, unavoidable technical problems with transport, airport, port or airspace closures, restrictions or congestion, flight or entry restrictions imposed by any regulatory authority or other third party, an FCDO advisory against travel to a particular destination (unless the booking was made in full knowledge of such) and any other government restrictions on travel, and any consequences of any of these.
If such an event takes place and if affects the performance of our obligations to you we will contact you as soon as reasonably possible to notify you. If you have any concerns about a booking, please contact us via our website enquiry form here
When you book a Package or Travel Arrangement with us you accept responsibility for the proper conduct of yourself and your party. If we or any other person in authority, is of the reasonable opinion that you or any member of your party is behaving in such a way, to cause or be likely to cause danger or upset to any other person or damage to property, we will be entitled to terminate the Package or Travel Arrangement of the person(s) concerned. The person(s) concerned will be required to leave the accommodation, flight or other service and we will have no further responsibility to them including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination. The Lead Name will be responsible for making full payment at the time of the occurrence, and directly to the supplier for any damage or loss caused by you or any member of your party during your time away. You will be responsible for meeting any claims subsequently made against us (together with our own and the other party's full legal costs) as a result of your actions.
Iceland's weather can be very changeable and travellers should expect different conditions at any time of the year. Many tours, such as whale watching and northern lights, rely on weather conditions. In the event of severe weather conditions, some tours may be cancelled or itineraries amended at very short notice. Any changes required for these reasons will not be considered significant changes and are beyond our control.
Descriptions of suppliers and their services have been compiled following inspection by our staff or representatives and checked to ensure they are correct. However, some details may have changed since publication.
In Iceland, single rooms and twin-bedded rooms are available in most hotels. Single rooms are sometimes inferior in both size and location. Some hotels have twin or double-bedded rooms where a third or fourth bed may be added. A double bed cannot be guaranteed. The majority of hotels with en-suite facilities will have a shower. A room with a bath may be available on request but cannot be guaranteed. Some hotels in Iceland do not provide tea and coffee making facilities in the room. Some of the hotels we use include breakfast and some do not (a supplement will be payable) and you should check these details carefully upon booking. Please refer to the hotel descriptions for exact meal arrangements.
Safety standards and regulations are not necessarily the same as equivalent standards in the UK and are subject to local safety standards. The monitoring, enforcement and compliance with local regulations is carried out by the appropriate authorities in the country. We advise you to take all reasonable precautions while on holiday.
Laws, licensing requirements and age limits vary throughout the world. The minimum age for renting a standard car in Iceland is 20 years (23 years for 4-wheel drive vehicles). We are a supplier of car hire companies, but we are not responsible for mistakes made by such companies that do not relate directly to us or your Package or Travel Arrangement. We recommend you contact car rental companies for information on up-to-date rules and restrictions regarding driving in Iceland. Please note that the driver will need to have a valid credit card and drivers licence. It is not possible to confirm a specific car type but instead a car group. Car types within each group can change with little notice. We are not responsible if a certain car group is not available, it is the responsibility of the car rental company to provide a car of similar or higher standard without the passenger paying extra. It is important to check what is included in the fees paid and what kind of insurance is covered. It is also important for you to check the car thoroughly when receiving it and report of any damage seen. We recommend that someone from the car rental company examines the car when returned. Customers with accommodations at select properties have designated stops for pick-ups and drop-offs on tours inclusive of an accommodation transfer. These stops, authorized by the City of Reykjavik, are located throughout the downtown/old town/city center area of the city. Further information can be found via the official Bus Stop website from the City of Reykjavik. Operators will not pick up passengers from hotels outside of Reykjavik.
If you have a problem during your holiday, please inform the relevant supplier (e.g. hotel) immediately so that they can endeavour to put things right. If your complaint cannot be resolved locally, you must lodge a written complaint to us within 28 days of your return. Please include your original booking reference and all relevant information and send through this form or by post to Icelandair Holidays, Adam House, 2nd Floor, 1 Fitzroy Square, London, W1T 5HF.
It is a condition of this contract that you inform suppliers of any problems encountered abroad and obtain a written report. If this procedure is not followed, we may have been deprived of the opportunity to investigate and rectify your complaint which can affect your rights under this contract.
A “Package” exists if you book a combination of at least two different types of the following individual travel services, for the purpose of the same trip or holiday:
a. transport (including but not limited to flights, trains and coaches and does not including minor transport services such as a guided tour or a transfer); or
b. accommodation; or
c. rental of cars, motor vehicles or motorcycles (in certain circumstances); and
d. any other tourist service not intrinsically part of one of the above travel services, provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “package” or a similar term.
Where you have booked a It is our duty as the Package Organiser to ensure that you have been provided with all details set out here https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/1 before the booking is made. If you have not been given sufficient information please let us know immediately.
You should also be provided with all the following information as set out here https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/5 which will be provided in the package travel contract. If you have not been given sufficient information please let us know immediately.
More information on key rights under the Package Travel and Linked Arrangements Regulations 2018 can be found here: https://www.legislation.gov.uk/ukdsi/2018/9780111168479/schedule/2
It is a term of your booking that we are able to make changes to any aspect of your booking.
Change to Services
If the change is minor or insignificant, we try our best to let you know about it. Examples of insignificant changes include alternation of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers.
If we are constrained by circumstances beyond our control to alter significantly any of the main characteristics of the travel services that make up your package you will have the rights set out below:
1. We will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
2. We will pay compensation as detailed below except where the significant change is due to Unavoidable and Extraordinary Circumstance. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Change to Price
Changes in the price of the carriage of passengers resulting from changes to the cost of fuel or other power sources, the level of taxes or fees imposed by third parties including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports or exchange rates mean that the price of your package may change after you have booked. However, there will be no change within 20 days of your departure.
If this results in an increase equivalent to more than 8% of the price of your package, you will have the option of accepting the changed price, accepting a change to another holiday if we are able to offer one (we will refund any price difference if the alternative is of a lower value), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. Should you decide to cancel you must do so within the time period shown on your final invoice.
Should the price of your package go down due to the cost changes mentioned above, then any refund due will be paid to you minus any costs we may incur. Please note that Packages are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.
Cancellations
We reserve the right to cancel your booking. We will not cancel less than 30 days before your departure date, except for Unavoidable and Extraordinary circumstances, or failure by you to pay the final balance, or because the minimum number required for the package to go ahead hasn’t been reached. The minimum number required will be provided to you with the holiday description, along with the time limit for us to tell you if the package has to be cancelled.
If your holiday is cancelled you can either have a refund of all monies paid or accept an alternative holiday of comparable standard from us if we offer one (we will refund any price difference if the alternative is of a lower value.
In the event a refund is paid to you, we will:
1. Provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
2. Pay compensation as detailed below except where the cancellation is due to Unavoidable and Extraordinary Circumstances (paragraph 17).
| Time before departure in which we notify you | Amount you will receive from us |
|---|---|
| 30 days or more | £20 |
| 15-29 days | £30 |
| 8-14 days | £40 |
| 0-7 days | £50 |
We do not control the day to day management of your accommodation, and in exceptional cases it is possible that we may be advised that the reserved accommodation has been overbooked. If this happens we will endeavour to provide accommodation of at least the same standard in the same area. If only accommodation of a lower standard is available we will refund the difference of the holiday price between the accommodation booked and that available, and will pay up to £50 per person for any inconvenience.
This does not exclude you from claiming more if you are entitled to do so.
Should you wish to make a change to any aspects of your Package after our Confirmation Invoice has been issued, we will do our utmost to comply, but it may not always be possible. Please see the applicable change fees to amend your booking below. In addition to the Administration fees detailed below, you will also be asked to pay any further cost we incur in making the requested changes including any additional airfare, airport tax increase, hotel or tour costs that may apply. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Please note that certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the Package (for example single element Travel Arrangements added on to Packages – see paragraph 14 and ancillary add-ons to flights). You will be advised of any non-refundable elements of your Package prior to booking. Cost differences to lower priced holidays will not be refunded.
All Packages that include hotel accommodation (or car rental) do so for the entire duration of the stay. Should you wish to extend the length of your booking, this will automatically include the hotel accommodation, or car rental.
Transfer - You can transfer your Package booking to another person, who satisfies all the conditions that apply to this booking, by giving us notice in writing as soon as possible and no later than 7 days before departure. Both you and the new traveller are responsible for paying all costs we incur making the transfer in addition to the Administration fee for a name change as set out below. Please note that some aspects of the Package may incur 100% cancellation fees in order to transfer the booking for example festival tickets and these will also be subject to availability.
Any requested amendments are subject to availability and validity of the package you have purchased.
Any change request should be received in writing no later than 7 working days prior to departure date.
Administration fees
Please note that in addition to the fees set out below you will also be responsible for paying any other fees we incur from the relevant supplier/s.
| Per Person |
Economy Standard |
Saga Premium |
||
| Name change | £90 | £90 | ||
| Holiday date change | £90 | £200 | ||
| Hotel change only | £25 | £25 | ||
| Flight time change only (same day) | £90 | £200 | ||
| Day tour date change | £15 | £15 |
Should you or any member of your party wish to cancel your booking after the confirmation invoice has been issued, a written notification through this form from the 'lead name' who made and confirmed the booking or from your Travel Agent on your behalf, must be received at our office. Any amendment fees, insurance premiums, airport taxes cannot be refunded in addition to any non-refundable services notified to you prior to confirming your booking. Since we incur costs in cancelling your travel arrangements, you will have to pay cancellation charges as follows (see also the exception below). Additional accommodation costs for reduced occupancy or other components, may be payable in the event that one or more passengers cancel but where remaining passengers still wish to travel.
Any cancellation refund is made to the card provided at the time of booking.
| Period before departure | Cancellation Charge |
|---|---|
| 30 days or more | 10% (but never lower than £100 per person) plus any third party supplier charges. |
| Between 29-15 days | 30% in addition to any third party supplier charges. |
| Between 14-8 days | 50% in addition to any third party supplier charges. |
| 7 days or less | 100% in addition to any third party supplier charges. |
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurance provider.
Please note: you can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign and Commonwealth Office.
24-hour Cancellation and Refund Policy
Customers who purchase an Icelandair Holidays package are entitled to cancel the booking within 24 hours of purchase for a full refund, provided the booking is made more than 7 days prior to chosen departure date. Once the 24-hour window has passed, standard terms and conditions will apply.
Standard Tours Cancellation and Change Policy
Ancillary charges
In cases of flight cancellations either by the customer, Icelandair, or Icelandair Holidays, refunds for ancillary charges are in line with flight-only bookings. These include Seat selection, More legroom seats and extra seat for passenger, Pre-purchased baggage and Pre-purchased meals.
Should you or any member of your party wish to cancel your Package after the Confirmation Invoice has been issued, a written notification through this form from the Lead Name on your behalf, must be received by us. Any amendment fees, insurance premiums, airport taxes cannot be refunded in addition to any non-refundable services notified to you prior to confirming your booking. Since we incur costs in cancelling your Package, you will have to pay cancellation charges as follows. Additional accommodation costs for reduced occupancy or other components, may be payable in the event that one or more passengers cancel but where remaining passengers still wish to travel.
Please note: there may be parts of your Package that are non-refundable once they are booked, for example ancillary flight services (seats booked, meals, extra bags etc) and/or add-on services (tours and excursions). You will be advised at the time of booking if this applies. These may be covered under any travel insurance policy you may have and you should check your policy to ensure that this applies.
Any cancellation refund is made to the card provided at the time of booking.
| Period before departure | Cancellation Charge |
|---|---|
| 30 days or more | 10% (but never lower than £100 per person) plus any third party supplier charges. |
| 29 - 15 days | 30% in addition to any third party supplier charges. |
| 14 - 8 days | 50% in addition to any third party supplier charges. |
| 7 days or less | 100% in addition to any third party supplier charges. |
Cancellation fees for the following packages: Hidden Powers and Northern Lights
In the event that you have booked a package holiday including ground arrangements from Iceland Travel, the following cancellation charges will be applicable:
| Period before departure | Cancellation Charge |
|---|---|
| 30 days or more | 10% |
| 29 - 15 days | 30% |
| 14 - 11 days | 50% |
| 10 - 8 days | 75% |
| 7 days or less | 100% |
If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurance provider.
Please note: you can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign and Commonwealth Office.
24-hour Cancellation and Refund Policy
Customers who purchase an Icelandair Holidays package are entitled to cancel the booking within 24 hours of purchase for a full refund, provided the booking is made more than 7 days prior to chosen departure date. Once the 24-hour window has passed, standard terms and conditions will apply.
Standard Tours Cancellation and Change Policy
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to:
You can ask for copies of the travel service contractual terms, or the international conventions, from us, through this form.
Under Regulation 261/2004 you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at relevant UK and EU airports and available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.
If it is impossible to ensure your return as scheduled due to Unavoidable and Extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your holiday.
Please note: this entire section does not apply to any separate contracts that you may enter into for excursions or activities whilst on holiday.
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in a booked Package. If any of the travel services included in your Package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your party; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or due to Unavoidable and Extraordinary Circumstances.
If you’re in difficulty whilst on holiday and ask us to help we will provide appropriate assistance, in particular by providing information on health services, local authorities and consular assistance; and helping you to find alternative arrangements and any necessary phone calls/emails. You must pay any costs we incur, if the difficulty is your fault.
We provide full financial protection for our flight inclusive package holidays, by way of our Air Travel Organisers Licence (ATOL) number 4560 issued by the Civil Aviation Authority (CAA), Aviation House, Beehive Ringroad, Crawley, West Sussex, RH6 0YR, UK. Telephone 0333 022 1500, email: enquiries@caa.co.uk. When you buy an ATOL protected flight or flight inclusive package from us, you will receive an ATOL certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We will provide you with the services listed on the ATOL certificate (or a suitable alternative). In some cases, we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, or your credit card issuer where applicable. You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
For further information, visit the ATOL website at www.atol.org.uk
Where your booking is for a single element Travel Arrangement (eg. excursion, tour or airport transfer only) your contract will be with us as Principal but we will not act as a “Package Organiser” and you will not receive the rights and benefits under the PTRs as outlined in Section 2 of these Booking Conditions. We will only be responsible for the provision of any single element Travel Arrangement that has been arranged by us and as set out in your Confirmation Invoice. Any additional activities, services or travel arrangements booked directly with the supplier or anyone other than us will be between you and the supplier or other relevant person.
For single element Travel Arrangement bookings, we have a duty to select the relevant suppliers of the Travel Arrangements with reasonable skill and care. We have no liability to you for the actual provision of the Travel Arrangement, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the relevant suppliers with reasonable care and skill, we will have no liability to you for anything that happens on the Travel Arrangement or any acts or omissions of the suppliers or others. We also have no liability in the following situations:
i. where the Travel Arrangement cannot be provided as booked due to Unavoidable and Extraordinary Circumstances (as defined in paragraph 17);
ii. where you incur any loss or damage that could not have been foreseen at the time of your booking, based on the information provided by you.
iii. where you incur any loss or damage that relates to any business activity.
iv. where any loss or damage relates to any Travel Arrangement, activities or services which do not form part of our contract with you.