Dear Wenyan Xu,
Thanks for the time you took to write this review.
We are quite surprised to have received such negative feedback from you, so we wanted to make sure that you understand why your tour was canceled last Sunday, because it seems that we have very different points of view and we would like to share our side of the story.
I am not sure if you were actually in Húsavík when you were notified about the cancellation 2h before the departure, but the reason for cancellation is that we were not allowed to go out at sea by Icelandic law. Therefore, the decision of canceling the tour was based on the fact that the Marine Certificate of our boats depends on certain weather conditions and it is not valid beyond those conditions, which I will explain below.
The Icelandic maritime law says that if the wind at sea (not in town or elsewhere in Iceland) is over 10m/s and the waves higher than 1.5m, speed boats certified in Iceland are not seaworthy, and going out would be the captain's violation of paragraph 1. Article 29 Administrative Law no. 66/2021. The Transport Agency can fine individuals according to i point 1. paragraph Article 45 shipping law The amount of the fine can amount to ISK 100,000. – 500,000
On Sunday 16th of July, the waves were 1.25 meters in the morning and we decided to go out on 3 different tours (9am, 10am & 12pm). From those departures we could only finish one of them, since the weather was worse than expected.
After seeing that happening, we decided to wait until the afternoon to see if the weather would improve, but according to the forecast, if we would go out at 21.30h (the tour you booked), the waves would have been about 2 meters high. Which means, the waves would have been even worse than in the morning, and that would have been illegal according to the Icelandic maritime law.
We understand that it can be misleading the fact that we may be having a lovely sunny day in Húsavík town or even in Akureyri, and it might feel like the weather is great as you mentioned in your review. But the bay where Húsavík is located is very exposed to the wind and it is a completely different story what we see from land and what actually happens out at sea.
We completely understand the fact that you are disappointed in not being able to go out, we also wanted to enjoy some good whale watching since we have canceled many tours due to weather the past week, but you should understand that the safety of our passengers and crew always go first and we do not want to take any risk by offering tours if that can be dangerous.
In any case, even if we would have contacted you earlier than 2h before the tour, you would not have been able to reschedule the tour anyways because all the departures were canceled in Húsavík until 3 days after your scheduled departure.
I hope you understand now better the reason why the tour was canceled and we also hope that this review will not be misleading for the readers.
We also wanted to let you know that your full refund has already been processed and we have done everything that is on our hands to handle this situation the best we can.
Please let us know if there is anything that is not clear or that we can do to make you feel better 🙂
Thank you for your time,
Laura