Intrepid Travel
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Avoid Intrepid at all costs!
I made a last-minute booking for this trip on 15th January 2025, completing payment and submitting all necessary traveller details via your website the same day. Prior to booking, I checked your website for travel requirements (screenshots attached), which clearly stated that: - No visa is required for UK nationals travelling to Iceland. - A passport with at least three months' validity is required. I met these requirements, as well as the two additional ones listed. Additionally, I provided my passport details (including the issue date) when completing my traveller information, meaning your system had these details from 15th January yet did not flag any issue. On 18th January, I booked my flights with Icelandair (Flight FI471, departing 12th February at 11:55). I successfully checked in online on 11th February, with no issues flagged (boarding pass attached). Issue at the Airport On 12th February, I arrived at the airport well in advance for my flight. However, at bag drop, airline staff informed me that I was ineligible to travel as my passport issue date (6th January 2015) exceeded the 10-year validity requirement. This was a complete shock, as Intrepid website guidance made no mention of this restriction—only the three-month validity rule, which I met and further more on the invoice from intrepid for my trip it states only "Passports need at least 6 months validity from planned date of return" (which my passport had)..."It is your responsibility to obtain any visas required for your trip, ask any Intrepid specialist for help" (UK nationals don't require a visa) - so I met all their guidance and information provided by intrepid. As a result, Icelandair refused to allow me to board, though their staff were understanding and supportive. At 10:02, I immediately called Intrepid’s customer service (0808 274 5111) and spoke to a representative for 13 minutes. Unfortunately, they showed no empathy, provided no solutions, and simply stated that this was my responsibility, despite my having followed Intrepid’s published guidance. I inquired about rescheduling my trip and notifying the local Intrepid team in Iceland of my situation. The representative assured me they would escalate the matter, contact the local team and call me back. No follow-up call was ever received. That afternoon, I secured an emergency passport appointment in Newport for 14th February at 08:10, thanks to advice from Icelandair staff. After travelling to Wales, I successfully obtained a new passport the same day. I immediately called Intrepid again to provide an update and request confirmation on whether I could join the trip with a new flight. Again, I was told the local team would be contacted and I would receive a response. Once more, no follow-up communication was received. Given my planned extended stay in Iceland post the Intrepid trip, I booked the earliest available flight, departing at 06:00 on Sunday, 16th February. On Saturday afternoon, I called Intrepid again, requesting confirmation of my ability to join the group, given that my accommodation was booked for Sunday night and I could still participate in Sunday and Monday’s activities. Yet again, I was told the local team would be contacted, and I would receive an update. No response was provided. As a result, I flew to Iceland on Sunday but had to arrange additional accommodation and was unable to join the trip. I am appalled by the handling of this situation. Despite my immediate efforts to resolve the issue, Intrepid failed to: - Provide accurate and complete travel requirement information. - Flag any issue with my passport details, despite having them on file for a month. - Offer any meaningful assistance or communication despite multiple calls. - Uphold the service standards outlined in their own Terms & Conditions. Intrepid T&Cs state: Clause 15 – Passports & Visas "We will provide information about the passport and visa requirements for your trip." - Your website failed to provide complete passport validity requirements, leading directly to my inability to travel. Clause 20 – Package Travel Regulations (PTR) Responsibilities "As the organiser, we are responsible for the performance of all travel services included in your package… You must inform us without undue delay of any failure to perform… This will give us the opportunity to resolve the failure whilst you are on your trip." - I immediately informed Intrepid of the issue, yet no resolution or meaningful assistance was offered. Clause 27 – Prompt Assistance Intrepid failed to provide prompt assistance on multiple occasions, despite my repeated attempts to contact customer service. I am now back in the UK and to date (25th Feb - posting this review), I have received no communication.