How can we help?

Ways to find out if the tour is going ahead:

• Email: Confirmation or cancellation will be sent to the email address provided upon booking between 13:00 and 17:00 GMT. This will only be sent to customers who have already been booked
• Website Banner: Check www.eastwest.is for updates.
• Phone: Call +354 792 7500 and press 1,1 for a digital receptionist update.
• Hotel Reception: Information will be available at the reception desks of downtown Reykjavik hotels.

Tourist Information Hub: Updates can also be found at What’s On or Tourdesk in downtown Reykjavik.

Unfortunately, we are not able to store luggage on our tours. Our mini-Sprinter vehicles have limited boot space and no storage under the seats, so we’re unable to accommodate suitcases or large bags.

We recommend checking with your cruise line or the harbor terminal for possible luggage storage options while you’re on tour.

It depends on your ship’s arrival time. Our regular day tours begin at 08:30, and we ask all passengers to be ready at that time to ensure a smooth pickup process.

If your ship docks later than 06:30, we recommend checking if we are operating our Golden Circle Cruise Ship Tour, which is specifically tailored to cruise ship schedules. You can find more details about that tour here.

Please note: Pickup for the Snæfellsnes Peninsula tour starts at 08:00 between November 15th and January 31st.

If you notify us outside the 24-hour cancellation window, and you booked directly through us, we can offer a full refund*.

If your notice comes within 24 hours of the tour, we are unable to provide a refund or free rescheduling. In this case, we recommend contacting your travel insurance provider, as they may cover cancellations due to illness. We strongly encourage arranging travel insurance before your trip to Iceland.

*Please note: Our 24-hour cancellation policy only applies to direct bookings. If you booked through a third-party reseller, their cancellation policy may differ.

We offer our pick-up and drop-off service in Reykjavík only. If you are staying at a hotel or an accommodation downtown, you should go to one of the designated tour bus stops that have been created by the city of Reykjavík a few years ago. If you are staying at a hotel that is not located downtown, you will find it listed in the drop-down menu while choosing your pick-up location.

You can see a map with all our pick up locations to find the one that’s closest to you here.

No, unfortunately not. Only the general tour allows free rebookings.

Northern lights are a natural phenomenon, thus, they cannot be guaranteed. We closely monitor the weather (winds, clouds, solar activity) in order to make the final decision on our tours. Even with the best forecast and the best guides, we cannot guarantee you the sighting. If you go on tour and there are no lights while on tour, we offer you as many retries as you need (upon our availability) and if you cannot reschedule it, we can offer you a 2-years-valid voucher. Please note that a refund is not possible if you have joined the tour.

Yes, we’re delighted to welcome children on our tours, and everyone aged 12 or younger enjoys a discounted price. Booster seats are included, so please let us know in advance if you need one. We allow a maximum of 2 children per adult. For safety and comfort, we are currently unable to accommodate children under the age of 4 for our day tours and under the age of 5 for the Northern Lights.

Yes, you’ll be able to share your Iceland adventures live on Instagram (or your favorite social media platform), thanks to the free WiFi available in all our vehicles. Just ask your guide if you need help getting connected — they’ll be happy to assist!

That said, please note that on rare occasions, we may need to use an outsourced vehicle due to scheduled maintenance. While we do our best to ensure WiFi is always available, some of these vehicles may not be equipped with it. We appreciate your understanding and promise to keep these instances to a minimum.

The group size on our tours never exceeds 19 people and is often quite less.