New York & Iceland: Urban Life Meets Road Trip Adventure

Traveler Reviews

• L

  Lena

  February 5th, 2026
  1.0
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  We have already booked five round trips with Journaway. The trips themselves are very well thought out, varied and...
  We have already booked five round trips with Journaway. The trips themselves are very well thought out, varied and really well put together. Unfortunately, the big problem is clearly the customer service. Overall, the staff seem very unreliable and there are always avoidable mistakes. Some examples from our experience: - The link to submit a review was not sent automatically several times. A voucher is promised for the review, but this is hardly possible without a link. When asked, we were simply told: "Too late, too bad." - Payments by credit card are regularly problematic. If a payment is canceled for any reason (limit, website, technical error), it becomes extremely cumbersome. You often only receive a new payment link after asking several times - and even after contacting them by phone, you can't rely on it. - The processing times are very long, and at the same time, payment must be made within less than a day, otherwise there is a risk of cancellation with costs. Without a payment link, this is of course simply not feasible (which, as already mentioned, was not sent by the sometimes incompetent employees) - Internal communication is catastrophic: employees apparently know nothing about each other and you get totally contradictory statements, which leads to even more problems. - It is announced that further information on payment will follow - but the next e-mail is then merely a request for payment, without any possibility of actually paying. - ... This is particularly unfortunate as the trips themselves - as already mentioned - are really great. Unfortunately, you can't rely on the booking process and, above all, on the information provided by customer service. Based on our extensive experience, I would therefore strongly advise against booking with Journaway at the moment - at least until the professionalism of the internal processes and customer service improves significantly. Addendum: In response to my criticism, an employee contacted us again, took our concerns seriously and booked us an excursion free of charge in addition to the trip as compensation. We found this very appreciative and it increased our anticipation a little. I will report again if we book again or have further experiences with customer service. New addendum: Unfortunately, there is no end to the problems. One month before the start of our trip, we were informed by email - again by a new employee - that our flight had been changed. We now arrive much later (in the middle of the night instead of in the evening) and have to leave much earlier (in the morning instead of a relaxed midday). In addition, the entire travel time is extended AND it is a different airport!!! Not only is this change absolutely unacceptable, but the deadline set for feedback (not even a full day) is absolutely disproportionate. It's a real shame about the great trips, but to start a vacation with so much stress in advance, I can unfortunately not recommend to anyone.Show more
  Traveled in October 2025