Initial Business Response /* (1000, 8, 2015/11/23) */
Thank you for your message - please note that we sent the customer the following message on November 13,
***
Dear ***,
Thank you for contacting us
We have checked the payment records for your booking and can see
that we processed your refund on the 10th October and it settled to your account on the 14th OctoberThe refund was posted to Mastercard ending in
We received a chargeback on the 19th October and we disputed this as we were no longer holding your fundsOur dispute was successful on the 30th OctoberI have attached a screenshot of these records for verification
As you have advised that the refund has not appeared on your account, we have opened an inquiry with our payment processing centre and requested the ARN that you can provide to your bank to track the refund
Please be advised that the bank has provided us with the following Acquirer Reference Number (ARN) for the refund: XXXXXXXXXXXXXXXXXXXXXXXYou can contact your bank using this numberThe issuing bank is able to trace the refund transaction with the number provided in this response
Please accept our apologies for the inconvenience
We thank you for your patience
***
Please let us know if you have any further questions or concerns
All the Best,
***
Viator Customer Support
Disgusting company who advised if we purchased tickets for the Lo doeye for someone else then we were to immediately contact them to change the nameNow they are refusing, the person who purchased the ticket is years of age and would have no chance making it to the London Eye than than closer to HomeWouldn't go near them again everWill now be contacting the card company and trading standardsThey will refute this but it's there on the webpage for all to se
I just returned from Rome, I took my two daughters.I had brought tours from viator.Do not go in September,it is to hot and to many peopleThe schools are out this time of the year in Japan.The tour guide said a good time to come is in MarchI had a hop on and off bus tour, a Vatican tour, and a Colosseum tour
Initial Business Response /* (1000, 5, 2015/06/03) */
Hello,
Thank you for your messageI am showing that the customer has been refunded at this time, however it may take - business days for the refund to show back on their card depending on their bank
We do hope this
information helpsIf you have any further questions or concerns please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 8, 2015/04/23) */
Hello,
Thank you for your messageAfter further investigation and some discussion with the tour operator, we are extending a full refund for this reservationYou should receive an e-mail with details of this refund, but please do
allow - business days for the refund to be processed by your bank
We apologize for any inconvenience, but we do hope this information helpsPlease let us know if you have any further questions or concerns
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 10, 2015/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate Viator's reconsideration of our situation with the cancellation of our Dominican Republic excursionThank you
Initial Business Response /* (1000, 5, 2015/06/15) */
Hello,
Thank you for your messageWe're showing that the following e-mail was sent on June 8,
***
Dear *** ***,
Thank you for your emailWe apologize for the delay in getting back to youA full refund of
$has now been processed to your credit card for your cancelled Shared Arrival Transfer: New York Airports to Hotel booking
Please note that the refund may take to business days to appear on your credit card, depending on your individual bank
We apologize for the inconvenience caused and look forward to being of service to you in the future
Kind regards,
*** E
Viator Customer Service
http://www.viator.com
***
We hope this information helpsIf you have any further questions or concerns, please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/06/23) */
Hello,
Thank you for your messageWe are sorry to hear that you were not able to make use of your shuttle transfer for this reservationUnfortunately, our transfer company was waiting at the gate for the expected on time arrival
On our voucher, we list the following information:
Terms and conditions
If you miss your flight or connection, please call Parishuttle as soon as possible on +XX X XX XX XX XXYour voucher is only valid for transport between the airport and central Paris hotels (postcode beginning only)Parishuttle and its affiliated partners are not liable for any loss, injury, damage or delay to any person or property connected with the use of this voucher
Though the customer was able to arrive on time, their delay due to missing luggage meant that Paris Shuttle was waiting longer than expected, and the driver had to leave to assist other clientsParis Shuttle requests that all clients who are delayed call to work out any issues delays may causeThe customer did not reach out to Paris Shuttle before rescheduling with a different company
For these reasons, the customer was listed as a No Show and Viator is being billed by Paris Shuttle for this No Show which is why we are unable to complete a refund at this time
We apologize for any inconvenience, but we do hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viator unreasonably insists that I should have called Paris Shuttle when I had no means to do soI did not have a European cellphone
Viator also misstates facts when they say: "The customer did not reach out to Paris Shuttle before rescheduling with a differrnt company." We did not RESCHEDULE with a different companyWe took a taxicab to our hotel, which was very expensiveAlso, should the Paris Shuttle driver have mase a reasonable effort to inquire as to the status of passengers *** arrived on our flight, he would have found out that passengers *** stuck in baggage claim
Viator's arguments also lack merit because, when we exited the baggage claim area, there were still drivers awaiting other passengers *** our flightOur booking was for a PRIVATE transfer, not a shared transferThe driver had no other passengers ** assist!
Final Business Response /* (4000, 9, 2015/06/30) */
Hello,
Thank you for writing backThe instructions about reconfirming with the tour operator in case of delay are listed on the voucher which the customer received at the time of confirmationThe customer could have used pay phones or courtesy phones available within the airport to contact the transfer operator
The usage of a different company, no matter if it required prior rescheduling, or rescheduling on the spot still occurred without the customer contacting the transfer operator
There are multiple drivers with multiple schedules, and several of the other drivers may have been contacted by their clients to request additional time be addedUnfortunately, we are not able to comment on anecdotal evidence of other drivers without having additional informationWe are only able to comment on this specific case
In this case, the driver had additional appointments that he needed to attend, and was instructed to leave the area when Paris Shuttle had not been contacted by the client
We apologize for any inconvenience, however we do hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The busin3ss has not proposed a resolutionThe bottom line is that I paid for a service that I did ot receivedIn other words, I fulfilled my obligation by paying for the service and the business failed to fulfill their obligation by providing the service that they contracted to provide
Initial Business Response /* (1000, 8, 2015/07/21) */
Hello,
Thank you for your messageAt this time, I am showing that the customer was issued a partial refund of $USD on the date of July 2, We do hope this information helpsIf you have any further questions please feel free
to contact us
All the Best,
*** M
Viator Customer Support
I had travelled from Hong Kong had a holiday in Seattle in November (2016) and used Viator for a trip to Mount Rainier Everything was beautifully organised, punctual and the tour guide very experienced, knowledgeable and helpful It was great value for money and I recommend Viator highly
Initial Business Response /* (1000, 5, 2014/08/05) */
Revdex.com Complaint Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to *** ***, please see below
*** *** purchased tickets from Viator for Nara Afternoon Tour of Todaiji Temple, Deer Park and Kasuga Shrine from Kyoto
on July 29, for a travel date of August 3, When processing an online reservation, all customers are required to verify they agree to Viator's terms and conditionsOn July 30, Ms*** emailed Viator requesting to amend the travel date to August 10, Viator responded with the following:
Email subject: Amendment Request - Viator #XXXXXXXX - Nara Afternoon Tour of Todaiji Temple, Deer Park and Kasuga Shrine from Kyoto
Email body:
Dear ***,
Thank you for your amendment request
As the terms and conditions for this booking are:
If you cancel at least day(s) in advance of the scheduled departure, there is no cancellation fee
If you cancel between and day(s) in advance of the scheduled departure, there is a percent cancellation fee
If you cancel within day(s) of the scheduled departure, there is a percent cancellation fee
As you are cancelling your original date of August 3, we have sent an amendment request to JTB - Sunrise Tours and we will advise regarding the outcome of your request as soon as we have received their reply
We thank you for patience
Viator requested the amendment from our local tour operator who advised there will be a 50% to reschedule last minuteUpon confirmation of the date change Viator sent the following email to *** ***:
Thank you for your Nara Afternoon Tour of Todaiji Temple, Deer Park and Kasuga Shrine from Kyoto booking, through Viator
Your booking has now been amended to Sunday August 10, Please note the tour operator has allowed the date change from August to August with an additional charge of 50%A total of USDwill be charged to your credit card
Viator never processed the additional charged of USDas the following correspondents were received from *** ***: I absolutely positively will not pay an additional fifty percentPlease refund me less the fifty percent penaltyI absolutely should not be penalized for a innocent error when clicking on the pageThis is unacceptable and reprehensibleShame on youTake tour ill gotten gainsI will no longer do business with your site
*** boudraux
In addition to my previous email I want to make it fullyclear that I expect a full refund of my initial charge of Failure to do so will result in a legal challenge
*** ***
Upon receipt of the emails from *** *** we responded with the following:
Dear ***,
Thank you for your reply
In reviewing your booking, we understand that original travel date of August that you entered at the time of booking was an honest mistake
As per our Terms and Conditions for this product cancellations of the original date (August 3) would incur the following fees:
If you cancel at least day(s) in advance of the scheduled departure, there is no cancellation fee
If you cancel between and day(s) in advance of the scheduled departure, there is a percent cancellation fee
If you cancel within day(s) of the scheduled departure, there is a percent cancellation fee
These fees are charged by the operator to Viator, therefore, we do list these on our website to ensure all customers are aware prior to bookingIn your case, we did appeal these fees with the local operator; however, they have been unable to waive them for us
As we appreciate that mistakes can occur, and we would not want you to miss out on this activity, as goodwill Viator will cover the fees for your tour in this instance
Your booking has been confirmed by JTB - Sunrise Tours for August and below is the voucher for the new date:
We hope you and your travel party enjoy your time in Japan
As a gesture of goodwill Viator absorbed the 50% reschedule fee charged by the local tour operator to amend the reservation, however, the booking remains in a confirmed status for August 10th As the terms and conditions apply to the original date reserved therefore, the reservation is nonrefundable
Kind regards,
*** *** - Contact Center Manager
Looktours.com / Viator.com
X-XXX-XXX-XXXX
X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX
I called viator prior to booking this and they even contacted the supplier to inquire about a specific question I hadOn the viator site it stated it was for a *** *** *** *** with optional upgrade for a "family experience"However, on the actual train's website, it stated that the dinner train was for adults only, no childrenI wanted to make sure it was family friendly before I spent almost $The Viator rep contacted the company directly to inquireI was told that the only thing I needed to do to insure I got the "family experience" was to book the *** train upgrade, which I didI find it odd that I booked it immediately after hanging up with the viator rep and a few days later I get an email stating that it's not availableDon't you think that if that were the case, they would have told the rep when they called?
This is very disappointing, as we booked other things around this dinner tour, and it was one of the main reasons we booked a vacation to Cape Cod (my son loves trains)
Will definitely not be using viator in the futureI will book through the vendors directly from now on
Initial Business Response /* (1000, 9, 2014/09/02) */
Revdex.com CASE#: XXXXXXXX
In response to *** ***'s complaint, please see below
Ms*** purchased tickets for six adults and one child to attend the Normandy Beaches Half-Day Trip from Bayeux on March 6th for a departure
date of Saturday, July 12,
Prior to completing an online reservation all customers are required to agree to Viator's terms and conditions which are listed below
Canceling a booking with Viator can result in cancellation fees being applied by Viator, as outlined belowAdditional fees may be levied by the individual supplier/operator (see your Viator Voucher for specific details)When canceling any booking you will be notified via email, facsimile or telephone of the total cancellation fees
Event, Attraction, Theater, Show or Coupon Ticket
These are non-refundable in all circumstances
Gift Certificate
These are non-refundable in all circumstances
Other Tour Products & Services
If you cancel at least calendar days in advance, there is no cancellation fee
If you cancel between and calendar days in advance, you will be charged a 50% cancellation fee
If you cancel within calendar days in advance, you will be charged a 100% cancellation fee
Ms*** sent an email on July 20th requesting a full refund for two adults and child as they were unable to attend the tourMs*** advised she called the day prior to the departure to cancel the three travelers off the booking last minute and was following up on the refund request
Viator forwarded the request to our local tour operator who advised they advised the following:
For any cancellation the day before or on the day of the tour, the total price of the tour will be charged via the guarantee
As the local tour operator will be charging Viator in full for all seven travelers we are unable to honor the request for a full refund to the *** partyAs per the Terms and Conditions upon booking, this product is 100% non-refundable if canceled within to days of the serviceThis also applies if you fail to participate on this dateViator strives to provide memorable experiences for our guest and regret that the entire party was unable to participate in the scheduled activityAs a gesture of goodwill Viator extended a gift certificate in the amount of $to experience another one of our tours, at a time and destination that suits their plans
Viator ruined our vacation !! This was our first time using this company, we booked excursions with this companyThe first excursion never came to pick us up from our resort and the second excursion didn't even go out on the day that we picked on the siteLuckily they had a rep at our resort and we were able to change the date with them or we would have been screwed out of both excursionsi was able to reach a repwith Viator at the cost of $a minfor an international call and got a refund on the first excursion which should be back on my card in 3-days
Initial Business Response /* (1000, 5, 2014/12/10) */
Hello,
Thank you for your messageWe are showing that a full refund of $was processed to this customer on December 2,
Please let us know if you have any further questions or concernsThank you again for your message
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund given, thanks Revdex.comYou totally rock!
Initial Business Response /* (1000, 5, 2015/01/12) */
Hello,
Thank you for your messageUnfortunately the latter half of this complaint was never relayed to our customer service department via our call center or via e-mailI have copied the complaint listed here into the customer's
booking, and will follow up with an additional response once we have completed our investigationNo further information is needed at this time
Thank you again, and have an excellent rest of your week
Initial Consumer Rebuttal /* (3000, 7, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please advise me who should I complain to to get my money back for the trip to Grand Canyon that I was unable to see, because due to the Viator's customer service mistake our departure from Las Vegas was delayed so significantly that by the time we got there it was too dark to see itShould I contact Viator directly, is anybody among our tour operators that will take responsibility for charging us over $to spend hours in the bus to see nothing at the end?The Grand Canyon tour should be the highlight of our days trip to Las Vegas, it was a nightmare insteadI don't know how to right this complaint more eloquently English is my second language, but I hope I am explaining what happen to us clearly enough, we paid for something that we didn't getIt's not just money the firm owns us an apology for ruining our vacation
Regarding the second part of my complain (tickets price to see IMAX movie) please tell me who should I complain to about this clear dishonesty of Viator
Sincerely
*** ***
Final Business Response /* (4000, 12, 2015/02/17) */
After reviewing the above complaint, our records indicate Ms***'s original booking of Itinerary#: XXXXXXXX, which did not include her desired IMAX tickets at the Grand Canyon, was fully refunded in the amount of CAD on December 16,
At this time, another booking was made which included her desired IMAX tickets as a part of the packageThis itinerary of #XXXXXXXX was charged in the amount of CAD for the upgraded service
Unfortunately, when the cancellation of booking #XXXXXXXX was sent to our local supplier, booking #XXXXXXXX was inadvertently canceled as well, as both bookings were for the same day, lead traveler, and group sizeThis lead to the issue of Ms*** not being collected from her hotel at the planned timeAs soon as we were contacted by Ms*** who stated her pihad not taken place, we got in contact with our local tour supplier on her behalf and a shuttle was immediately dispatched to collect herAfter the cheprocess, she was then able to board her tour as planned, which was scheduled to leave Las Vegas in the early morning
When we received Ms***'s original complaint, we offered her a partial refund of CAD off the cost of her tour tickets as a gesture of goodwill due to the transportation confusionWe then refunded her for the entire cost of the IMAX tickets, totaling CAD 76.53, as we understood she was not happy with this experience and priceWe also refunded her the CAD per-person fuel surcharge fee that is normally charged at check-in, resulting in a total refund of CAD off the original price of CAD on January 21,
We understand Ms*** is now requesting a full refund of the remaining cost of the tour in the amount of CAD due to her statement that the tour arrived too late in the day for her to see in the dark at the canyonIt is our understanding that the tour left Las Vegas in the early morningThe drive to the Grand Canyon from the tour operator's office takes approximately 4-hours, which has the tour bus arriving at the South Rim of the Grand Canyon in the early afternoonWe had a number of Viator clients on this particular bus and we received no other complaints of this tour arriving at the Grand Canyon at an unusual time that prevented an enjoyable tour from taking place
Based on the above, we feel we have gone above and beyond in refunding Ms*** for the portions of her tour she felt were unsatisfactory and that no additional refunds are needed at this time
Thank you for your attention
Terrible experienceOur tour was cancelled to Pearl Harbor even though it was confirmed the day beforeIt appears they are resellers who depend on last minute cancellationsThey should be shut down for non disclosureWe flew tp Oahu for one day to see Pearl Harbor
Initial Business Response /* (1000, 9, 2015/06/26) */
Hello,
Thank you for your messageWe apologize for the delay in replying to this Revdex.comI am showing that the customer was refunded, and notified on June 17,
We hope this information helpsPlease let us know if you have any
further questions or concerns
All the Best,
Loryanna M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 12, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/29) */
Hello,
Thank you for your messageWe are showing that this customer has been in communication with our Customer Support department concerning this reservation, and that she filled a Chargeback RequestWe are not disputing the
Chargeback at this time, so the customer should be receiving their funds back via the Chargeback request in whatever time frame their bank has advised to them
We hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
*** Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/24) */
Hello,
Thank you for your messageWe do apologize for any inconvenience caused by this situationHowever, we received the cancellation for this reservation on June 10, The tour was scheduled on June 17, As the 17th is
the day of the tour, it is "day 0" for the purposes of countingEssentially, we received this cancellation request days before the tour date
We do stand by our 50% refundWe apologize again for any inconvenience, but we do hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is convenient to change the day numbering system to make more money on people who are forced to cancel, it is a shady practiceAny reasonable person be should be able to count days on a calander, or specifically hours, and understand what seven days means without preadatory manulipuation
I stand by my original complaintdays is seven days
Final Business Response /* (4000, 9, 2015/07/02) */
Hello,
Thank you for writing backPlease see the Terms and Conditions for Standard Cancellations, as listed on our website:
Other Tour Products & Services
If you cancel at least calendar days in advance, there is no cancellation fee
If you cancel between and calendar days in advance, you will be charged a 50% cancellation fee
If you cancel within calendar days in advance, you will be charged a 100% cancellation fee
We do list "In advance", instead of "within seven days of the tour date" - meaning "In advance of the tour date" where the tour date itself is Day Zero
We do apologize for any inconvenience this situation has caused, however we stand by our Terms and Conditions
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that you feel you have to explain the meaning of the word advanced is a weak explanationWhy would you not change the policy's to days if that is your intentAt no point in your policy do you clearly say you do not count the tour date in the seven daysIt is a poorly written policyIt appears to be written to take advantage of people who can count to sevenI stand by my policy of counting to seven
Initial Business Response /* (1000, 5, 2015/08/05) */
Hello,
Thank you for your message
Viator worked with Mr*** *** to promote his Comedy Hypnosis Show 'HYPNOTIZED!' for a period of approximately one month, commencing June The partnership was productive with strong
ticket sales for the showRegrettably, Mr*** encountered an issue whereby he was unable to block out non-operational dates in the Viator Supplier Extranet and these dates remained on saleAfter being contacted by Mr***, the Viator Account Management team worked with Viator's Customer Service team to cancel or rebook customers who booked tickets for the unavailable date, thus minimizing inconvenience on the part of Mr***The Viator Account Management team also reported the issue to the Viator Engineering team, who were due to fix the problem in an upcoming system releasePrior to that release happening, however, another booking was made for a non-operational dateMr*** contacted the Viator Account Management team again stating that he needed the problem to be fixed that day and for his account with Viator to be cancelled if this was not possibleSince the Viator Account Management team were unable to guarantee that the issue be fixed that day, they accepted Mr***' request to cancel and the show was immediately taken off saleViator regrets that Mr*** had a poor experience in the initial stages of our partnership and would welcome the opportunity to reestablish his Comedy Hypnosis Show product for sale on Viator once the issue is fixed
We do hope this information helps
All the Best,
*** M
Viator Customer Support
Initial Business Response /* (1000, 8, 2015/11/23) */
Thank you for your message - please note that we sent the customer the following message on November 13,
***
Dear ***,
Thank you for contacting us
We have checked the payment records for your booking and can see
that we processed your refund on the 10th October and it settled to your account on the 14th OctoberThe refund was posted to Mastercard ending in
We received a chargeback on the 19th October and we disputed this as we were no longer holding your fundsOur dispute was successful on the 30th OctoberI have attached a screenshot of these records for verification
As you have advised that the refund has not appeared on your account, we have opened an inquiry with our payment processing centre and requested the ARN that you can provide to your bank to track the refund
Please be advised that the bank has provided us with the following Acquirer Reference Number (ARN) for the refund: XXXXXXXXXXXXXXXXXXXXXXXYou can contact your bank using this numberThe issuing bank is able to trace the refund transaction with the number provided in this response
Please accept our apologies for the inconvenience
We thank you for your patience
***
Please let us know if you have any further questions or concerns
All the Best,
***
Viator Customer Support
Disgusting company who advised if we purchased tickets for the Lo doeye for someone else then we were to immediately contact them to change the nameNow they are refusing, the person who purchased the ticket is years of age and would have no chance making it to the London Eye than than closer to HomeWouldn't go near them again everWill now be contacting the card company and trading standardsThey will refute this but it's there on the webpage for all to se
I just returned from Rome, I took my two daughters.I had brought tours from viator.Do not go in September,it is to hot and to many peopleThe schools are out this time of the year in Japan.The tour guide said a good time to come is in MarchI had a hop on and off bus tour, a Vatican tour, and a Colosseum tour
Initial Business Response /* (1000, 5, 2015/06/03) */
Hello,
Thank you for your messageI am showing that the customer has been refunded at this time, however it may take - business days for the refund to show back on their card depending on their bank
We do hope this
information helpsIf you have any further questions or concerns please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 8, 2015/04/23) */
Hello,
Thank you for your messageAfter further investigation and some discussion with the tour operator, we are extending a full refund for this reservationYou should receive an e-mail with details of this refund, but please do
allow - business days for the refund to be processed by your bank
We apologize for any inconvenience, but we do hope this information helpsPlease let us know if you have any further questions or concerns
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 10, 2015/05/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate Viator's reconsideration of our situation with the cancellation of our Dominican Republic excursionThank you
Initial Business Response /* (1000, 5, 2015/06/15) */
Hello,
Thank you for your messageWe're showing that the following e-mail was sent on June 8,
***
Dear *** ***,
Thank you for your emailWe apologize for the delay in getting back to youA full refund of
$has now been processed to your credit card for your cancelled Shared Arrival Transfer: New York Airports to Hotel booking
Please note that the refund may take to business days to appear on your credit card, depending on your individual bank
We apologize for the inconvenience caused and look forward to being of service to you in the future
Kind regards,
*** E
Viator Customer Service
http://www.viator.com
***
We hope this information helpsIf you have any further questions or concerns, please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/06/23) */
Hello,
Thank you for your messageWe are sorry to hear that you were not able to make use of your shuttle transfer for this reservationUnfortunately, our transfer company was waiting at the gate for the expected on time arrival
On our voucher, we list the following information:
Terms and conditions
If you miss your flight or connection, please call Parishuttle as soon as possible on +XX X XX XX XX XXYour voucher is only valid for transport between the airport and central Paris hotels (postcode beginning only)Parishuttle and its affiliated partners are not liable for any loss, injury, damage or delay to any person or property connected with the use of this voucher
Though the customer was able to arrive on time, their delay due to missing luggage meant that Paris Shuttle was waiting longer than expected, and the driver had to leave to assist other clientsParis Shuttle requests that all clients who are delayed call to work out any issues delays may causeThe customer did not reach out to Paris Shuttle before rescheduling with a different company
For these reasons, the customer was listed as a No Show and Viator is being billed by Paris Shuttle for this No Show which is why we are unable to complete a refund at this time
We apologize for any inconvenience, but we do hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viator unreasonably insists that I should have called Paris Shuttle when I had no means to do soI did not have a European cellphone
Viator also misstates facts when they say: "The customer did not reach out to Paris Shuttle before rescheduling with a differrnt company." We did not RESCHEDULE with a different companyWe took a taxicab to our hotel, which was very expensiveAlso, should the Paris Shuttle driver have mase a reasonable effort to inquire as to the status of passengers *** arrived on our flight, he would have found out that passengers *** stuck in baggage claim
Viator's arguments also lack merit because, when we exited the baggage claim area, there were still drivers awaiting other passengers *** our flightOur booking was for a PRIVATE transfer, not a shared transferThe driver had no other passengers ** assist!
Final Business Response /* (4000, 9, 2015/06/30) */
Hello,
Thank you for writing backThe instructions about reconfirming with the tour operator in case of delay are listed on the voucher which the customer received at the time of confirmationThe customer could have used pay phones or courtesy phones available within the airport to contact the transfer operator
The usage of a different company, no matter if it required prior rescheduling, or rescheduling on the spot still occurred without the customer contacting the transfer operator
There are multiple drivers with multiple schedules, and several of the other drivers may have been contacted by their clients to request additional time be addedUnfortunately, we are not able to comment on anecdotal evidence of other drivers without having additional informationWe are only able to comment on this specific case
In this case, the driver had additional appointments that he needed to attend, and was instructed to leave the area when Paris Shuttle had not been contacted by the client
We apologize for any inconvenience, however we do hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The busin3ss has not proposed a resolutionThe bottom line is that I paid for a service that I did ot receivedIn other words, I fulfilled my obligation by paying for the service and the business failed to fulfill their obligation by providing the service that they contracted to provide
Initial Business Response /* (1000, 8, 2015/07/21) */
Hello,
Thank you for your messageAt this time, I am showing that the customer was issued a partial refund of $USD on the date of July 2, We do hope this information helpsIf you have any further questions please feel free
to contact us
All the Best,
*** M
Viator Customer Support
I had travelled from Hong Kong had a holiday in Seattle in November (2016) and used Viator for a trip to Mount Rainier Everything was beautifully organised, punctual and the tour guide very experienced, knowledgeable and helpful It was great value for money and I recommend Viator highly
Initial Business Response /* (1000, 5, 2014/08/05) */
Revdex.com Complaint Case# *** (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to *** ***, please see below
*** *** purchased tickets from Viator for Nara Afternoon Tour of Todaiji Temple, Deer Park and Kasuga Shrine from Kyoto
on July 29, for a travel date of August 3, When processing an online reservation, all customers are required to verify they agree to Viator's terms and conditionsOn July 30, Ms*** emailed Viator requesting to amend the travel date to August 10, Viator responded with the following:
Email subject: Amendment Request - Viator #XXXXXXXX - Nara Afternoon Tour of Todaiji Temple, Deer Park and Kasuga Shrine from Kyoto
Email body:
Dear ***,
Thank you for your amendment request
As the terms and conditions for this booking are:
If you cancel at least day(s) in advance of the scheduled departure, there is no cancellation fee
If you cancel between and day(s) in advance of the scheduled departure, there is a percent cancellation fee
If you cancel within day(s) of the scheduled departure, there is a percent cancellation fee
As you are cancelling your original date of August 3, we have sent an amendment request to JTB - Sunrise Tours and we will advise regarding the outcome of your request as soon as we have received their reply
We thank you for patience
Viator requested the amendment from our local tour operator who advised there will be a 50% to reschedule last minuteUpon confirmation of the date change Viator sent the following email to *** ***:
Thank you for your Nara Afternoon Tour of Todaiji Temple, Deer Park and Kasuga Shrine from Kyoto booking, through Viator
Your booking has now been amended to Sunday August 10, Please note the tour operator has allowed the date change from August to August with an additional charge of 50%A total of USDwill be charged to your credit card
Viator never processed the additional charged of USDas the following correspondents were received from *** ***: I absolutely positively will not pay an additional fifty percentPlease refund me less the fifty percent penaltyI absolutely should not be penalized for a innocent error when clicking on the pageThis is unacceptable and reprehensibleShame on youTake tour ill gotten gainsI will no longer do business with your site
*** boudraux
In addition to my previous email I want to make it fullyclear that I expect a full refund of my initial charge of Failure to do so will result in a legal challenge
*** ***
Upon receipt of the emails from *** *** we responded with the following:
Dear ***,
Thank you for your reply
In reviewing your booking, we understand that original travel date of August that you entered at the time of booking was an honest mistake
As per our Terms and Conditions for this product cancellations of the original date (August 3) would incur the following fees:
If you cancel at least day(s) in advance of the scheduled departure, there is no cancellation fee
If you cancel between and day(s) in advance of the scheduled departure, there is a percent cancellation fee
If you cancel within day(s) of the scheduled departure, there is a percent cancellation fee
These fees are charged by the operator to Viator, therefore, we do list these on our website to ensure all customers are aware prior to bookingIn your case, we did appeal these fees with the local operator; however, they have been unable to waive them for us
As we appreciate that mistakes can occur, and we would not want you to miss out on this activity, as goodwill Viator will cover the fees for your tour in this instance
Your booking has been confirmed by JTB - Sunrise Tours for August and below is the voucher for the new date:
We hope you and your travel party enjoy your time in Japan
As a gesture of goodwill Viator absorbed the 50% reschedule fee charged by the local tour operator to amend the reservation, however, the booking remains in a confirmed status for August 10th As the terms and conditions apply to the original date reserved therefore, the reservation is nonrefundable
Kind regards,
*** *** - Contact Center Manager
Looktours.com / Viator.com
X-XXX-XXX-XXXX
X-XXX-XXX-XXXX
Fax: X-XXX-XXX-XXXX
I called viator prior to booking this and they even contacted the supplier to inquire about a specific question I hadOn the viator site it stated it was for a *** *** *** *** with optional upgrade for a "family experience"However, on the actual train's website, it stated that the dinner train was for adults only, no childrenI wanted to make sure it was family friendly before I spent almost $The Viator rep contacted the company directly to inquireI was told that the only thing I needed to do to insure I got the "family experience" was to book the *** train upgrade, which I didI find it odd that I booked it immediately after hanging up with the viator rep and a few days later I get an email stating that it's not availableDon't you think that if that were the case, they would have told the rep when they called?
This is very disappointing, as we booked other things around this dinner tour, and it was one of the main reasons we booked a vacation to Cape Cod (my son loves trains)
Will definitely not be using viator in the futureI will book through the vendors directly from now on
Initial Business Response /* (1000, 9, 2014/09/02) */
Revdex.com CASE#: XXXXXXXX
In response to *** ***'s complaint, please see below
Ms*** purchased tickets for six adults and one child to attend the Normandy Beaches Half-Day Trip from Bayeux on March 6th for a departure
date of Saturday, July 12,
Prior to completing an online reservation all customers are required to agree to Viator's terms and conditions which are listed below
Canceling a booking with Viator can result in cancellation fees being applied by Viator, as outlined belowAdditional fees may be levied by the individual supplier/operator (see your Viator Voucher for specific details)When canceling any booking you will be notified via email, facsimile or telephone of the total cancellation fees
Event, Attraction, Theater, Show or Coupon Ticket
These are non-refundable in all circumstances
Gift Certificate
These are non-refundable in all circumstances
Other Tour Products & Services
If you cancel at least calendar days in advance, there is no cancellation fee
If you cancel between and calendar days in advance, you will be charged a 50% cancellation fee
If you cancel within calendar days in advance, you will be charged a 100% cancellation fee
Ms*** sent an email on July 20th requesting a full refund for two adults and child as they were unable to attend the tourMs*** advised she called the day prior to the departure to cancel the three travelers off the booking last minute and was following up on the refund request
Viator forwarded the request to our local tour operator who advised they advised the following:
For any cancellation the day before or on the day of the tour, the total price of the tour will be charged via the guarantee
As the local tour operator will be charging Viator in full for all seven travelers we are unable to honor the request for a full refund to the *** partyAs per the Terms and Conditions upon booking, this product is 100% non-refundable if canceled within to days of the serviceThis also applies if you fail to participate on this dateViator strives to provide memorable experiences for our guest and regret that the entire party was unable to participate in the scheduled activityAs a gesture of goodwill Viator extended a gift certificate in the amount of $to experience another one of our tours, at a time and destination that suits their plans
Viator ruined our vacation !! This was our first time using this company, we booked excursions with this companyThe first excursion never came to pick us up from our resort and the second excursion didn't even go out on the day that we picked on the siteLuckily they had a rep at our resort and we were able to change the date with them or we would have been screwed out of both excursionsi was able to reach a repwith Viator at the cost of $a minfor an international call and got a refund on the first excursion which should be back on my card in 3-days
Initial Business Response /* (1000, 5, 2014/12/10) */
Hello,
Thank you for your messageWe are showing that a full refund of $was processed to this customer on December 2,
Please let us know if you have any further questions or concernsThank you again for your message
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/12/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund given, thanks Revdex.comYou totally rock!
Initial Business Response /* (1000, 5, 2015/01/12) */
Hello,
Thank you for your messageUnfortunately the latter half of this complaint was never relayed to our customer service department via our call center or via e-mailI have copied the complaint listed here into the customer's
booking, and will follow up with an additional response once we have completed our investigationNo further information is needed at this time
Thank you again, and have an excellent rest of your week
Initial Consumer Rebuttal /* (3000, 7, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please advise me who should I complain to to get my money back for the trip to Grand Canyon that I was unable to see, because due to the Viator's customer service mistake our departure from Las Vegas was delayed so significantly that by the time we got there it was too dark to see itShould I contact Viator directly, is anybody among our tour operators that will take responsibility for charging us over $to spend hours in the bus to see nothing at the end?The Grand Canyon tour should be the highlight of our days trip to Las Vegas, it was a nightmare insteadI don't know how to right this complaint more eloquently English is my second language, but I hope I am explaining what happen to us clearly enough, we paid for something that we didn't getIt's not just money the firm owns us an apology for ruining our vacation
Regarding the second part of my complain (tickets price to see IMAX movie) please tell me who should I complain to about this clear dishonesty of Viator
Sincerely
*** ***
Final Business Response /* (4000, 12, 2015/02/17) */
After reviewing the above complaint, our records indicate Ms***'s original booking of Itinerary#: XXXXXXXX, which did not include her desired IMAX tickets at the Grand Canyon, was fully refunded in the amount of CAD on December 16,
At this time, another booking was made which included her desired IMAX tickets as a part of the packageThis itinerary of #XXXXXXXX was charged in the amount of CAD for the upgraded service
Unfortunately, when the cancellation of booking #XXXXXXXX was sent to our local supplier, booking #XXXXXXXX was inadvertently canceled as well, as both bookings were for the same day, lead traveler, and group sizeThis lead to the issue of Ms*** not being collected from her hotel at the planned timeAs soon as we were contacted by Ms*** who stated her pihad not taken place, we got in contact with our local tour supplier on her behalf and a shuttle was immediately dispatched to collect herAfter the cheprocess, she was then able to board her tour as planned, which was scheduled to leave Las Vegas in the early morning
When we received Ms***'s original complaint, we offered her a partial refund of CAD off the cost of her tour tickets as a gesture of goodwill due to the transportation confusionWe then refunded her for the entire cost of the IMAX tickets, totaling CAD 76.53, as we understood she was not happy with this experience and priceWe also refunded her the CAD per-person fuel surcharge fee that is normally charged at check-in, resulting in a total refund of CAD off the original price of CAD on January 21,
We understand Ms*** is now requesting a full refund of the remaining cost of the tour in the amount of CAD due to her statement that the tour arrived too late in the day for her to see in the dark at the canyonIt is our understanding that the tour left Las Vegas in the early morningThe drive to the Grand Canyon from the tour operator's office takes approximately 4-hours, which has the tour bus arriving at the South Rim of the Grand Canyon in the early afternoonWe had a number of Viator clients on this particular bus and we received no other complaints of this tour arriving at the Grand Canyon at an unusual time that prevented an enjoyable tour from taking place
Based on the above, we feel we have gone above and beyond in refunding Ms*** for the portions of her tour she felt were unsatisfactory and that no additional refunds are needed at this time
Thank you for your attention
Terrible experienceOur tour was cancelled to Pearl Harbor even though it was confirmed the day beforeIt appears they are resellers who depend on last minute cancellationsThey should be shut down for non disclosureWe flew tp Oahu for one day to see Pearl Harbor
Initial Business Response /* (1000, 9, 2015/06/26) */
Hello,
Thank you for your messageWe apologize for the delay in replying to this Revdex.comI am showing that the customer was refunded, and notified on June 17,
We hope this information helpsPlease let us know if you have any
further questions or concerns
All the Best,
Loryanna M
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 12, 2015/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/29) */
Hello,
Thank you for your messageWe are showing that this customer has been in communication with our Customer Support department concerning this reservation, and that she filled a Chargeback RequestWe are not disputing the
Chargeback at this time, so the customer should be receiving their funds back via the Chargeback request in whatever time frame their bank has advised to them
We hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
*** Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/24) */
Hello,
Thank you for your messageWe do apologize for any inconvenience caused by this situationHowever, we received the cancellation for this reservation on June 10, The tour was scheduled on June 17, As the 17th is
the day of the tour, it is "day 0" for the purposes of countingEssentially, we received this cancellation request days before the tour date
We do stand by our 50% refundWe apologize again for any inconvenience, but we do hope this information helpsIf you have any further questions please feel free to contact us
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is convenient to change the day numbering system to make more money on people who are forced to cancel, it is a shady practiceAny reasonable person be should be able to count days on a calander, or specifically hours, and understand what seven days means without preadatory manulipuation
I stand by my original complaintdays is seven days
Final Business Response /* (4000, 9, 2015/07/02) */
Hello,
Thank you for writing backPlease see the Terms and Conditions for Standard Cancellations, as listed on our website:
Other Tour Products & Services
If you cancel at least calendar days in advance, there is no cancellation fee
If you cancel between and calendar days in advance, you will be charged a 50% cancellation fee
If you cancel within calendar days in advance, you will be charged a 100% cancellation fee
We do list "In advance", instead of "within seven days of the tour date" - meaning "In advance of the tour date" where the tour date itself is Day Zero
We do apologize for any inconvenience this situation has caused, however we stand by our Terms and Conditions
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that you feel you have to explain the meaning of the word advanced is a weak explanationWhy would you not change the policy's to days if that is your intentAt no point in your policy do you clearly say you do not count the tour date in the seven daysIt is a poorly written policyIt appears to be written to take advantage of people who can count to sevenI stand by my policy of counting to seven
Initial Business Response /* (1000, 5, 2015/08/05) */
Hello,
Thank you for your message
Viator worked with Mr*** *** to promote his Comedy Hypnosis Show 'HYPNOTIZED!' for a period of approximately one month, commencing June The partnership was productive with strong
ticket sales for the showRegrettably, Mr*** encountered an issue whereby he was unable to block out non-operational dates in the Viator Supplier Extranet and these dates remained on saleAfter being contacted by Mr***, the Viator Account Management team worked with Viator's Customer Service team to cancel or rebook customers who booked tickets for the unavailable date, thus minimizing inconvenience on the part of Mr***The Viator Account Management team also reported the issue to the Viator Engineering team, who were due to fix the problem in an upcoming system releasePrior to that release happening, however, another booking was made for a non-operational dateMr*** contacted the Viator Account Management team again stating that he needed the problem to be fixed that day and for his account with Viator to be cancelled if this was not possibleSince the Viator Account Management team were unable to guarantee that the issue be fixed that day, they accepted Mr***' request to cancel and the show was immediately taken off saleViator regrets that Mr*** had a poor experience in the initial stages of our partnership and would welcome the opportunity to reestablish his Comedy Hypnosis Show product for sale on Viator once the issue is fixed
We do hope this information helps
All the Best,
*** M
Viator Customer Support