Gray Line Iceland Reviews 57

My rating is 0. Gray Line Iceland pickup did not turn up even though I was there 10 minutes before the time and waited a further half an hour. It's just a bus stop and can't be missed. Received a text half an hour after pickup time stating that they were there on time and refused to refund. I feel gaslit.

A scam, charged £350 for an excursion and never turned up. Crazy! I’ve been through four different companies to get a refund with no avail.

If you take one bit of advice from this review, please don’t use grey line Iceland 🇮🇸 for any part of your journey to Iceland 🇮🇸. We got this company to take us from the airport Kevlar to our hotel they didn’t drive us to our hotel but drove past it they could’ve stopped and let us out but chose not to and dropped us off at the hotel. A mile are so down the road so we had to walk back all the way with our suitcases. Then when we were coming back home we never received a confirmation email of what time they will pick us up and where they will pick us up from whether they would pict from our hotel we were staying at which it said in emails or we’d have to go to the hotel that they dropped us off at originally so after a lot of confusion and panic and worry that we might miss our flight back we got in touch and had to call them on the phone and got confirmation that they would pick us up at 4:30 outside the hotel. They dropped us off at it to put a long story short we was outside the 4 o’clock. Another company came and took us to the airport instead, so we got an earlier bus but the company Greyline Iceland 🇮🇸 didn’t even rings us to see where we was at the time so that was a bit concerning considering we could’ve not been able to get to the hotel or we could’ve been at the wrong location and not got the bus but the driver or the office didn’t even have the decency to call us and check up so if I was to recommend anyone that’s going to Iceland 🇮🇸 it would be not to use this bus service as the service was terrible. There was no communication to check that we where we were when the time comes to pick us up fortunately enough we got on an earlier bus so we got to the airport earlier, but that’s besides the point and I just wanted to leave a review specifying this in hopes it helps someone else and helps them to the decide who to use and who not to use

Poor communication didn’t pick us up for our trip and sent the wrong information despite us paying extra for hotel pick up. Book through another provider the other tour companies are great these guys are piss poor

We had an issue with Gray Line in September. We were booked to go to Thrihnukagigur volcano and the transfer from Reykjavik was provided by Grey Line. They picked us up on time, along with multiple other passengers that I believe were doing a Golden Circle tour. We were the only ones going to the volcano. We got half way round Reykjavik picking up other passengers, when the driver received a phone call, did a u turn and headed back to the port where we had been picked up. Once we got there, the bus just sat there for at least half an hour whilst the driver had a discussion with a lady with a clipboard. No one else got on the bus, and we eventually drove off without picking up any other passengers. We were over an hour late to our excursion, which put me on edge for the rest of the day as we were departing by cruise ship and only had limited time before we had to be back at the ship or it would leave without us.

I would give no stars if I could. The appalling service by Gray Line ruined the trip of a lifetime for my wife and I. We contacted Gray Line Iceland as we had only one day to see the Golden Circle sights and stipulated we would have to be back at the cruise terminal by 15.30 when the ship would sail. We were reassured this was absolutely fine in several emails so duly booked. On the morning of the excursion we were picked up in a mini bus and taken to meet the coach. On boarding we checked the return time with the guide and were told (quite rudely and in no uncertain terms) that there was no way we would be back for 15.30. The very earliest was 16.00 but probably later. Needless to say we had to get off the coach. Luckily another driver took pity on us and took us back to the cruise terminal. We have now spent almost a month trying to get a refund and have been fobbed off every step of the way. Gray Line are now not even responding to our emails. I will be getting in touch with my credit card provider to see if I can claim under Section 75 and have also messaged Iceland Consumer Agency. DO NOT BOOK WITH THIS COMPANY.

The bus was late.
The guide was the driver, held the microphone during the drive, very dangerous. The bus was very old and not comfortable. We took them in san Fransisco and in las vegas. It was terrible in both places.

Me, My mum and sister went for the 15 hour South coast jokulsalirn tour and our guide/driver was Karen.
Karen was a great guide, she added a personal touch to the experience as a local and was informative, considerate and patient.
Her delivery of the information was paced and not incoherent rambling like the tour guide we had the day after, was a very memorable experience, wish there was more time at each stop but I understand there is a time limit for a reason, I thoroughly enjoyed my time.

I would have liked to upgrade my package and do secret lagoon as we were going there anyway. The tour was good .
She was very unhelpful.
Didnt like her angry ,attitude, rude and controling, no need for it.

A shocking experience we booked a trip & were supposed to be collected from bus stop no 9 Snorrabraut. Bus failed to turn up. At 8.50 I rang to report to be told the bus had been & gone, we'd been stood waiting since 8.20. I had to pay for a taxi to take us to catch up with the coach.
On getting back to the UK I put in a complaint & asked for the company to reimburse my taxi costs. What followed was like nothing I've experienced. Grays Iceland took a month to respond to 4 e mails. Despite sending the official taxi receipt which stated time & collection point they still wouldn't reimburse. In the end I involved Grays Worldwide who did respond but couldn't get the money out of Grays Iceland. A truly shocking example of customer service & not doing the right thing. Such a shame Iceland was such an incredible place.

Not reliable. Canceled our trip on Christmas day but didn't tell us so we were outside in the freezing cold at 6am waiting to be picked up.
They only refunded half the amount and are now ignoring emails. 3 months on we were still out of pocket for something they cancelled.
DON'T WASTE YOUR TIME OR MONEY WITH THEM. I'd hate for others to be left disappointed like we were.

Not very reliable, you’d think that calling a day before to confirm and ensure your transfer for the following day would be enough, but you might be greatly disappointed like myself today. I had a whole day excursion planned for today, it was very important for me to start it as early as the sun came up, I called the day before to make sure that the bus was going to pick me and my family up at 9:30, everything seemed to be sorted. On the day, a minibus arrived, I went to check if it were ours, I didn’t even get a chance to show tickets, nothing, the driver said he didn’t have anyone else on the list and that another minibus would pick us up. The only other bus that arrived within the specified time window was from a different company, not ours. After the phone call, it turned out that apparently the first bus was ours and they were trying to blame us by saying that the bus arrived but nobody was there (which is a total lie as we’ve been waiting and looking out for the bus since 9:30). Now, we have to wait technically two hours for the next bus, and our excursion will be affected by the fact that now it’ll be ending at around 7-8pm, when it’s going to be dark and there will not be much to see anyway. Very disappointed with the situation and especially with trying to blame it on us! To anyone planning a trip, it’ll be way cheaper and more convenient renting a car than relying on this company.

Terrible company to deal with , the communication and organisation is a joke. The bus times indicated by the company are nowhere near the actual times of the buses. We asked 3 different people working in the place for help and was given 3 different answers. The transfers from bus to bus and you are only travelling a couple of miles is crazy.
Normally we rent a car when we go but this time wanted to try the buses , wont be doing it again.

Much like other reviews, we booked a time and then it didn't arrive and they said the pick up was 30 mins prior so we had missed it. Despite having paid £60 already, we had to pay another £100 for a private taxi or we would have missed our flight. Very annoying

Our flight to Iceland was cancelled so we were going to miss our Blue Lagoon experience including transportation to the Blue Lagoon. Our plane was cancelled at 10:00 pm which was inside the 24 hour cancellation window. I contacted Destination Blue Lagoon right away but they refused to refund the fare even though the Blue Lagoon refunded our tickets. It's not like they were sending a vehicle for us, it was a bus picking up other passengers. I am very disappointed in this business and will never use or recommend again. If I could give 0 stars I would.

I had an extremely disappointing experience with Gray Line Iceland. On the night before our scheduled tour on August 24, 2024, they canceled our booking without any prior warning or explanation. This was particularly devastating because it was our last day in Iceland, leaving us with no opportunity to rearrange our plans or find an alternative tour.

The lack of communication and customer care from Gray Line Iceland is shocking. Canceling a tour last minute, especially without providing a reason, shows a complete disregard for their customers' time and experiences. We had been looking forward to this tour as a highlight of our trip, but instead, we were left frustrated and disappointed.

Thankfully, we discovered BusTravel Iceland after this experience, and they turned out to be a much more reliable and customer-friendly option. If you're planning a trip to Iceland, I strongly recommend booking with BusTravel Iceland. They offer a variety of fantastic tours and, based on my experience, are far more dependable.

Avoid Gray Line Iceland if you want to ensure your trip goes smoothly.

I booked this tour with hotel pickup (for which I paid extra) and unfortunately I couldn’t join the tour as I wasn’t picked up, the driver simply forgot about me.

I can’t express how frustrating it was as it ruined my plans to go south that day, see all the places I wanted to see and most importantly I was supposed to stay in Vik after the tour and really had to get there that day as I had a hotel booked and tours next day in the morning.
When I called the tour operator they showed no empathy and just said that according to the GPS the driver was there and he also picked up two other people. The problem is that they were picked up with a bus that had a different name (Smart bus apparently not Gray line) so I couldn’t recognise the correct bus (there were many buses coming to pick up people from different tour operators and each one had the logo on it so I was looking for Gray line).
I was waiting from the time when the pickup was supposed to start, for over 1 h. Nobody tried to call me or enter the hotel where I was staying so clearly they didn’t bother alto check how many people were supposed to be picked up from that location and just left. I saw one bus that stopped for a few seconds literally and a couple of people jumped in, then the driver drove away without actually stopping, I think that was my pickup bus but I didn’t even get the time to check with the driver.

Totally ruined day and what’s even more frustrating is that the company refused to refund my money. I eventually got it back but it wasn’t easy and they didn’t acknowledge any issue on their end.
Please don’t waste your time with this operator, there are many other operators who provide amazing service. I did other tours and had excellent experience there especially when it comes to pickup, it’s a shame that Gray Line doesn’t have such standards in place.
Or if you decide to go with them, make sure you stand in the middle of the street and look for a bus called Smart bus or just stop every bus you see to check if that’s the one.

We booked tickets on a coach shuttle run by Grayline/Airport Direct/Smart Bus, that was to collect us from a collection point in Reykjavik, and take us to a depot where we would board a coach to Keflavik Airport. We were shown on the map where to wait, and were told it would be a green bus run by Smart Bus, which would collect us at some point between 7.30 and 8 am, and take us to the depot for the 8 am bus to the airport. We were at the stop at 7.15. We waited for 75 minutes before giving up and taking a taxi. During our wait, 3 buses that fitted the description we were given drove by on the other side of the dual carriageway, but none on our side. We are now given 'evidence' that their driver did stop at the collection point twice, and collected other passengers, and therefore we are due no refund. I would STRONGLY ADVISE NOT TO BOOK WITH THIS COMPANY. Fortunately we managed to arrive at the airport just in time for our flights, but we were completely let down by this company.

Unfortunately for me I only read these bad reviews after waiting for a Golden Circle tour bus at 9.30 am that didn't turn up. At bus stop number 6 Reykjavik Sat 30th March. I walked down the street to the office and told the guy who worked there that I was there from 9.25am till 10.50am. He said others had been picked up so I must have missed it. He booked me on the 11.30 the same day. I was there from 11.15 till 12.15.He said to look out for the Gray line bus. No bus of that description turned up. Looking at these other reviews it looks like they send a green smart bus but don't tell you that, and the driver obviously can't be bothered to shout out your name. Yeah amazing customer service. I don't understand why they don't tell you in the pick up time and place email to check with the driver of any green bus that arrives. After reading these reviews I haven't bothered to try and get my money back. After reading about the green bus I had a trip booked from months ago, again with Gray line a few days later which was South Iceland and a green bus turned up, not a Gray line bus but the driver shouted my name! It then took me to the bus depot where the Gray line bus was waiting. So why on earth do they not explain that it's a green bus that will pick you up not a Gray line coach, instead there are lots of unhappy disappointed customers

Same as many other reviews, took our money, bus did not arrive, company claims bus did arrive as others got on bus so it's our fault. Usually tour companies call customers names out or which company they are from. Not this one if you don't walk along all the waiting coaches, which there are many, and ask every driver if they are the right one then they leave without you, if they did turn up in the first place.
No refund.
Please look at the other tour companies before using this one.
Spoiled last day of our short break, which we had hoped to make the most of the short time we had in Iceland.