Dear Oliver, Thank you for sharing your review after your tour with us. It means a lot to us. We are happy to hear that you found the tour guide nice and experienced. We are proud of our guides take best care of your safety.
With short notice, we were informed that your wife sadly got sick and could not join the tour. Therefore, we could not sell or use that empty seat. That´s why we have cancellation policy and encourage our customers to buy travel insurance before travelling to Iceland.
You mention that we kept the entire money, well we found out that you booked the seat for your wife on child price. Without a shadow of doubt, it was just a mistake, but we made no issue despite our cancellation policy is clear and you should have paid for an adult seat! We always try to be flexible and do our outmost to meet our customers’ expectations, but last-minute cancellation is always hard to deal with.
As already mentioned, we cannot provide refunds if you cancelled within 48 hours of your departure time. We trust you understand. We really hope your wife is feeling better and you had a wonderful time in Iceland. Your comment has been discussed and we investigated the issue, we are making changes in the future to ensure we communicate better of our cancellation policy.
Again, we are grateful to you, your feedback is an invaluable tool for improving our customer service. We hope we can welcome you and your family again in the future!
All the best, Katlatrack Team
