Airport Direct — Attraction in Reykjavik

Edit - Someone from the company contacted me and made it right. I appreciated their effort and professional, polite response. I have updated the stars accordingly for this.

After a snafu with canceled flights, we found ourselves in the position of needing to stay in Iceland for an extra day. Since we had already turned in our car, I asked the hotel I just booked if they had a shuttle. They recommended one of the options at the arrivals hall. When I approached the counter, the 2 people were talking and didn't even acknowledge me for a second. I said we would need a round-trip ticket to stop number 9. There was no courtesy, just a straight face as if she was bored and annoyed that I bothered her. I set the pick-up for 8:30 the next morning. Then when she said the cost, I was shocked. $123.78 for 2 people round trip?!?! It's just a bus trip!! Having little choice, I paid. At this point, I'm out around $500 between this and a last-minute hotel room. The next day my husband and I waited in the hotel lobby outside stop number 9 until 8:25. Then we stood with the crowds watching for busses. The paperwork said we needed to be there at 8:30 for pick-up between 8:30 and 9:00. We were definitely there with all our luggage. The paperwork says a green SmartBus will pick us up. Every bus that stopped, large or small, or even a van, had either blank sides or a logo for a tour company. Every driver got out and called for people on their list and none were for us. My husband asked every single blank bus if they were an airport transfer, regardless of the green color. Not a single green color bus stopped. Even the orange city busses never stopped. Countless tour buses came and went. 9:00 comes around and we are starting to get worried for our noon flight. At about 9:05 I called the company, which took MANY rings to get through. The man said a bus came at 8:30 and we missed it. This was a LIE. I asked for a refund for this leg of the journey so I could get a taxi. He said, "You can TRY, but you have to email them. Since YOU missed the pick-up, it probably won't work." SO RUDE! We got rescheduled to a 9:30 pick-up. The driver was so rude to people who were asking him where he was headed. The lady at the next bus was the same way. Finally, we arrive with 10 minutes to spare. It's tourist season, this company needs to have hospitality courses for...

If there is an option for zero star, I would.

This company takes no responsibility over their internal mistake that resulted in hotel pick up being a different address to hotel drop off. As such, my family was stranded out cold in the morning with no local number to seek assistance as foreign travellers. Upon email contact to seek resolution at 6am having waited for the pickup bus since 5.20am (the estimated pickup time was for 5.30am to 6am), the company provided no concern nor feasible solution, saying the bus had left the wrong pickup point (the bus driver did not even check for us) and we can wait for the next pickup one hour later. This meant we will miss our flight and hence is no solution and my family had to find a taxi last minute early morning.

After another contact, the company provided partial refund for the return trip not delivered. Why are we as consumers expected to take over the responsibility over the company's failure of delivery resulting from their internal mistake? All I expect now is to at least claim to the cost of taxi but there were no further replies from the company. They merely brush you off and ignore you.

This company preys on the next ignorant consumer, wanting to receive full payment for return trip and you have to bet your luck on their service delivery, especially the return trip. On this, I share the same emotions as the group who shared their disappointment in this channel.

They take no accountability and make half hearted attempts for service recovery, letting the consumers bear the brunt of the consequences of their...

Update: After talking with the customer service they did make the experience better, thank you for the action. But it will be good for you to prepare a pair of noise cancelling headphones incase you don’t find the music on board cheerful.

Original comment: The music is loud and suffocating. Overall the experience is fine, mostly on time, as a regular seater, once experienced 20mins late with bad attitude guide, the rest 5-10mins late is acceptable. Only one thing displeased me the most is the terrible and loud music quality on the bus(some buses), the driver only play radio on board, so sometimes we had bad connection and you can imagine the sha sha sound keep appearing in between music to make the things suck, then when I reported to the driver, she(foreigner driver) said you just go to more luxury transport, which I thought the theme of Airport Direct is “Luxury”, disappointingly the driver disagrees. It is torturing with the bad sound system for 45-60mins drive while the noise comes straight from your head. I would not mind if it is that loud but obviously it might cause a damage of my ears. It will be appreciated that if we as passenger can have a peaceful moment to rest for this long ride.

Suggestion: Hopefully either Airport Direct has a song list that do not require radio or internet, so the music will not suffocating. Or make it able to choose to listen to use earphone to listen, because not everyone want music, some might just want quite and sleep.

How bad it is? I can still hear the bad radio when I have my good sony...