ASSISTANCE

What happens if it rains or the weather is bad?

All activities are carried out as scheduled throughout the year, regardless of rain, snow, or bad weather. If extreme weather conditions (e.g., heavy snowfall, strong winds) lead the tourism activity provider to cancel a tour due to potential risks to the service and its participants, you will be offered an alternative date or a refund for the service not provided.

I’m not sure if I’ll arrive on time for the excursion. Will they wait for me if I’m late?

Regular excursions always depart on time, and it’s not possible to change the start time.

Regarding private excursions or transfers, if you want to modify the schedule, please inquire if there is a possibility for modification through our contact form or via WhatsApp.

Please note that punctuality is essential. If you are late for a service without a transfer and the service has started, or if you are not present for the hotel pickup, no refund will be given.

Do we visit all the places listed on the itinerary?

We always strive to provide a detailed description of the places to visit in an excursion. However, in cases of force majeure, the itineraries may be subject to alterations.

What languages are regular excursions available in?

Most of our excursions offer a guide who speaks both Spanish and English. In any case, this is always indicated in the activity description.

How can I check the availability of an activity?

Each service has a calendar to check availability. You just need to verify that the day you want to book is active on the calendar. The dates in bold are the ones with availability.

Some activities have limited spaces, so it’s possible that the day appears to be available, but when you try to make a reservation, you may not be able to complete it because there are not enough slots for all passengers.

Available hours: If there are different start times available, you can see the remaining ones when you select the specific date.

What is the meeting point for the service?

The meeting point is detailed for each service. The majority of activities start with pick-up at your accommodation. Other activities offer optional pick-up at your accommodation, and you can find the details in the descriptions of each service.

If you have any questions, please contact our channels: customer service.

How can I find out if the excursion I’m interested in is accessible?

In most excursions, we indicate whether the tour is suitable or not for people with reduced mobility. You can read this information in the ‘details’ section for each excursion.

If the excursion you are interested in does not have this information, please write to us, indicating the name of the excursion, before making a reservation. Please note that the clarifications are general, and we recommend that if you have any doubts, you can contact us directly for more specific information.

Can minors book transfers and travel?

Minors under 18 years of age must travel accompanied by an adult and cannot be the holders of any reservation.

Are the prices per person or per vehicle?

For private transfers, the price is per vehicle, while for regular transfers, the price is per passenger.

If we arrive on different flights, is it possible to book a single service?

It is not possible, as if one of the flights were delayed, the other passengers and the driver would have to wait at the airport.

Can I purchase a one-way and round-trip transfer in a single reservation?

Yes, you have the option to purchase only the one-way transfer to your hotel or both the one-way and the return. You will need to complete all the required information for both the one-way and the return.

We are a large group, and there are no vehicles with enough seats or there is no availability for so many passengers.

Please contact our staff via email or WhatsApp, they can assist you with the service you are interested in.

How far in advance should I book the transfer?

Like the rest of our services, we recommend that you make the purchase when you have decided on your travel date. You will always see availability on the calendar.

How can I make the purchase for transfers?

For private services, you just need to select a vehicle with a number of seats equal to or greater than the number of people who will be using the transfer.

If the number of people using the transfer is greater than the vehicle’s stated capacity, you will need to book more than one vehicle. The calendar will show the number of passengers per vehicle.

Can I modify any details of the booked transfer?

You can inform us by email through the ‘Contact’ option to make the necessary modification in case you provided incorrect information.

How do I report a flight change?

You can inform us by email through the ‘Contact’ option to make the modification.

My flight changed in time but not in number; do I need to inform you?

No, if only the arrival or departure time changes, and the flight number remains the same, there is no need to inform us. Our traffic department continuously monitors the flight status.

Is it possible to make multiple stops?

For private services, multiple stops along the point-to-point route can be considered, as long as it doesn’t compromise the schedules of other services and doesn’t involve detours or extra mileage.

Who is responsible for a missed flight?

The company will not be held responsible for a missed flight. Customers are solely responsible for knowing their flight’s departure time. The company verifies the flight’s departure time 24 hours before the service and informs the pick-up time at your accommodation. For regular services, the service starts at hotels 2 hours before the flight’s departure time.

In the case of private services, the pick-up time at your accommodation will be 2 hours before the flight departure. If you want to depart with more lead time, you should contact our staff through ‘Contact’ and coordinate the pick-up time at least 48 hours before the service.

Why do I need to have a mobile phone with a connection?

It is essential to have a mobile phone with coverage in the area, as we might need to contact you in case of an emergency, for example, if the driver experiences a mechanical issue or has difficulties finding you.

How much luggage can be carried?

During the purchase process, you can see the amount of luggage each vehicle allows. Each vehicle specifies its capacity in terms of the number of large suitcases and the number of carry-on bags. The maximum measurements for each type of luggage are the following ones:

Carry-on bag: the sum of length, height, and width should not exceed 110 cm.

Large suitcase: the sum of length, height, and width should not exceed 150 cm.

Are the prices final? Are there supplements?

The prices are final and include all the expenses for the service.

Supplements may be apply in cases where the destination is not in the specified area or if an additional stop is made during the journey that was not initially included.

Where will the driver of the vehicle be waiting for me?

Airport: The driver will wait in the arrivals hall, holding a sign with your name.

Excursion ports: The driver will wait in the arrival terminal of the port.

Hotels: The driver will enter the hotel’s reception area for you.

In all cases, you will receive a contact from the office the day before to confirm the service.

What are the available hours for an excursion?

All activities have their schedules indicated in the description, or they offer different start times. You can see the available times when you select a date on the calendar. In the case of excursions with different start times are subject to availability, you will be informed of the time with the service reconfirmation by email.

How many people can I book an excursion for on the same day?

Activities have limited slots, and you can see them when you select the date on the calendar. Availability may vary depending on the day you want to purchase the service.

Where can I check the availability of an excursion?

You can check the available dates on the excursion’s calendar.

Is the availability shown on the calendar 100% secure?

The availability you see on the calendar is based on information received from the providers or our company’s traffic department. In the case that there is no availability for the reserved date, you will be offered an alternative or a refund.

Still have questions? Write to us!

Payment methods available:

For Argentine residents:

• Credit card payment through MERCADO PAGO, no need to have a Mercado Pago account.
• Pago Fácil, generate a payment coupon from the MERCADO PAGO option.
• Payway Payment Link. 
• Bank transfer.
• Deposit to the account.

For foreign residents:

• PayPal.
•  If you are in Argentina, deposit in Ar$ at a branch of our bank. Ask our staff for  information.

IMPORTANT: Our company does not collect credit card information via email or WhatsApp; such information is confidential.

I think I have made the payment, but I haven’t received the confirmation.

If you confirm with your bank that the amount has been debited, it is possible that you entered your email incorrectly or the confirmation email is in your email’s spam folder. In this case, contact us, and we will assist you in resolving it.

In the event that the amount has not been debited, it is likely that the payment process was not completed, and therefore, the service is not confirmed. You would need to make a reservation and complete the purchase process.

Can I pay everything in person at the office upon arrival?

A reservation is only considered firm with the payment of the total services. In person, you can buy services subject to availability at the time of purchase.

What should I do if I have a duplicate payment?

The main reason you may see a duplicate payment is if you have tried to make the same reservation multiple times, and in one of those attempts, you may have entered the email address incorrectly, which is where our reservation confirmation notifications are sent. Another common reason is if a transaction was initially rejected by your bank or issuing entity but was later resolved and the charge was reattempted. If you have any doubts about your payment, you can contact us through our contact form.

Why does the payment appear as rejected or incorrect?

The most common reasons for a payment being rejected or incorrect are typically due to errors in entering credit card information, insufficient funds in the account, an expired card, or a failed security process. If your case doesn’t fit any of these reasons, try making the purchase with another payment method or contact your bank or issuing entity to find out the reason. If you have any questions about payments on our website, you can contact us through our contact form.

How do I request a reservation cancellation and refund?

It’s very simple; the cancellation conditions for each transfer or excursion service are provided. Please contact us to request cancellation and a refund through our contact form.

How long does it take to process a refund?

The refund will be processed as soon as we confirm that it has been initiated. The refund is made to the same payment method you used when making the purchase. If any additional information is needed to process the refund, we will contact you.

Depending on the bank and the card used, it may take between 7 and 15 days to reflect, although with some methods, it may take longer.

If you have any questions about your refund, please do not hesitate to contact us.

I haven’t received the refund; what should I do?

If you made the payment with your credit card, please note that the refund will appear as a credit on your credit card statement, not in your bank account. In your monthly credit card statement, you will see a credit (deduction) for that amount against the total to be charged by your bank. Please be aware that in some cases, refunds may incur administrative fees.

If you used a debit card, the refund will appear directly in your bank account statement.

Please note that, depending on your bank or issuing entity, it may take several days for your refund to be reflected. Your bank or issuing entity can provide you with more information on this matter.

We want to take a private tour on the same day we arrive at the airport.

This is possible on some occasions depending on the arrival time and date. It’s best to contact us to provide you with available options based on your stay. You can use our contact form.

What does ‘price per service’ mean?

In private activities, the price is the same for one person as it is for several because it may include a guide and a vehicle. You can see the price according to the group size in the activity you’re interested in, under the ‘Rates’ section. If you have any doubts, please contact us.

Is it possible to take a private tour or transfer at a different time than the one published on the website?

In some cases, private tours or excursions can be scheduled for a different time than what is published. Please consult with us before making your reservation so we can provide you with accurate information. Our staff is at your service.

Is there a minimum number of people required to take a private tour or transfer?

There is no minimum number of people; private services can be arranged for even a single passenger.

Do private transfer and excursion services include hotel pick-up?

Yes, excursions booked as private services with transfers typically start with pick-up from your accommodation or the designated location specified at the time of purchase.

Can Glaciar Turismo arrange a personalized trip for me?

We specialize in organizing personalized activities and excursions. Being a company based in El Calafate, we have extensive knowledge of the area to provide the best possible experience based on each customer’s needs.

What is there maximum number of people required to arrange a private service?

There is no maximum number of people; private services are organized according to the number of participants

If there is an error in the process or if I do not complete all the information, will the reservation still be confirmed?

No. To have the reservation confirmed, you must complete each and every step of it.

An error occurred during the purchase confirmation; what can I do?

If you received an error during the confirmation of your reservation, please contact us urgently via our contact form. We recommend not making the purchase again as it could generate a duplication in our system.