Norwegian Travel — Local services in Tromsø

Quite a disappointment. We booked a dog sledding experience for four in Kirkenes for March, 13th including pick up from the Scandic Hotel to the Snow Hotel where the tour starts.

To quote the confirmation email:

"Our driver will pick you up at your hotel in Kirkenes, and take you on a 15 minute ride to the Snowhotel Kirkenes camp outside Kirkenes."

We waited in front of the hotel from appr. 12:45 until almost 14:00 together with a another couple that that had booked the Kings Crab Safari. All in a group of six.

No one showed up. We tried to get hold on someone from Norwegian Travel with the help of Scandic staff and all get very confusing. First we were told that the driver had been there but we haven't. Then we were told that we were expected to go to the Snow Hotel by taxi. The tour had already started, of course. We tried to call Snow Hotel but didn't get through ("this number is not on use"), hung in the queue for 10 minutes and then got kicked out, finally reached someone at Norwegian Travel - the agent we booked the tour with, mind you - and were transfered to the Snow Hotel reception. This time someone picked up and told us, that the driver did in fact drive us to the Snow Hotel (good one!). They promised to call us back.

More than an hour later I tried to reach Norwegian Travel by chat. First, I was told that they can't help me because the chat is only for the Tromsø branch and I should contact the Snow Hotel. After I expressed my dissatisfaction they finally acknowledged that there had been "an issue" (what an understatement!) with transportation and they offered to refund the tour.

What do I make of this? It took us literally hours to reach someone from Norwegian Travel. What was planned as a fun activity on our last day in Kirkenes turned into a frustrating afternoon. My biggest gripe and the most frustrating aspect is the communication, or the lack of it. After the booking confirmation (and the payment, of course) there is just nothing. No reminder, no instructions, no local contact details except a busy hotel reception or email. They must have known that our group was missing and didn't bother to give us a call. They had our phone number from the booking.

My advice to you, prospective customer: Make sure to get proper contact information. If you don't get personal contact details in case something goes...

We booked three experiences with the Norwegian Travel Company in Tromsø.

Whale & Arctic Wildlife Safari: we were quite lucky weather-wise (end of January); we saw many Orcas on our way to Skjervøy and when returning to Tromsø (around Kvaløya); it was cold to be outside for long periods, therefore winter suits were available and the captain was constantly informing us when to go outside to see the Orcas. The boat was comfortable for the long duration of the trip and free tea/coffee were a plus. I think the guide didn't provide much information regarding the Arctic wildlife and personally, I would rather receive this information at the beginning of the trip and not at the end.

Snowmobile trip in Camp Tamok, with a small group of 7 people and 2 guides; excellent weather; each snowmobile takes two people, but during the many stops we did to take pictures of the landscape, we could swap places; the trip lasted around 2 hours; winter warm clothes and shoes were supplied; safety instructions we well explained; a driver's licence was required to drive the snowmobile; speed-wise, the guide drove as fast/slow as the group manage to follow. After the trip, warm food and drinks were served; I became quite a fan of the Polar bread. Overall it was a positive experience.

We visit the Ice Domes on the same day as the snowmobile trip (due to the proximity of the activities). There we observed snow and ice art constructions, some already melting slightly. We walked freely inside the bedrooms. Overall, it was interesting to visit the Ice hotel, but not...

My wife and I had been chasing Aurora for years until we finally witnessed the spectacle through Norwegian Travel.

Completely professional and incredible people. From the staff at their desk to their guides.

They pick you up from their office in Tromsø Prostneset. We had a luggage bag as we were travelling back home the next day. The staff took care of it until we had dinner and then allowed us to carry our luggage in the bus. The driver was very safe and drove extremely calmly in those icy conditions.

Elizabeth, Mariana and Alberto are incredible guides. The three of them are completely professional and conversational. Elizabeth gives you so much information about the Tromsø city while you are on the bus en route to search for Aurora.

They are really technical. They review the tools to predict the best location to view Aurora but they do not completely rely on their technological systems. They also step out of the bus to check the skies for gaps and examine the winds. They set up bonfire, give you hot chocolate and marshmallows. You can have a great conversation with them as you wait patiently, praying for Aurora to appear. They take your pictures when the Aurora appears.

We were able to view Aurora from Skibotn, Norway twice. One was of very high intensity and one was medium.

After we get back on the bus to return back to the city center, the three guides start editing the photos they took and provide it to you within 48 hours.

My wife and me are extremely grateful to you for helping us see the spectacle of...