Initial Business Response /* (1000, 5, 2014/07/16) */
We responded to the customer's initial complaint, based on the information he provided at that timeWe acknowledge that he had responded July 7th, requesting further consideration, and we had not yet responded within his day deadline
This was due to ongoing investigations, in light of additional information provided, which had not previously been advised
The additional information provided indicated that the tour had a later arrival time into *** (Day 1) than advertised, but this information had previously not been disclosed by either Mr ***, or the tour operatorAs such, upon review of this information we can appreciate Mr *** did not receive the free time he had expected in *** That said, all other components of the tour were received, and we stand by this product being an Day TourWe are following up on the Day description and estimated arrival time in ***
To resolve this matter, we have now processed a refund of USD to the customer's credit cardWe do not feel that the additional USD is warranted, given that investigations do take time to be thoroughly completed
Initial Consumer Rebuttal /* (2000, 7, 2014/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The lack of a free afternoon in *** was absolutely noted in my complaint made directly to ViatorI am agreeable to accepting the settlement terms that I made from the startIt was just too bad I had to escalate the issue to Revdex.com and waste the time of more peopleI am happy with the settlement and thank the Revdex.com for all your help!
Initial Business Response /* (1000, 5, 2015/02/03) */
Hello,
Our Troy Day Trip from Istanbul was featured in a 15% Off sale throughout January Upon February 1, this sale ended and the tour went back to its original pricing, currently featured on our website
Although Ms***
states she originally added the tour to her shopping cart in January, this action would not have saved the sales price, as the cost would automatically revert to the standard non-sales price once the sale was over
As no purchase took place during the sale period, we would be unable to honor the request for the 15% Off sale price for this tour at this time, although Ms*** is more than welcome to use her 10% discount coupon whenever she wishes on any future orders
Thank you for your attention
Initial Consumer Rebuttal /* (3000, 7, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You will note that my complaint was filed on January 30th - which is, of course, in "January", within the sale parametersReread the complaint and make note of what it says, pleaseOn January 30th, your web site had two different prices - the $which showed up on the initial page (I did take a screen shot of this, with the date of January 30) and the $which showed up on the final pageI had the trip in my cart at the correct price with additional 10% discount on January 29th and only had to confirm the date chosen with my daughterOn January 30, it had disappeared from my cartMy phone call on January at 9:a.mto your customer service at X-XXX-XXX-XXXX resulted in speaking to *** was very determined to not honor the $price and repeatedly told me that "they" hadn't had a chance to "update" the web site page I landed on when looking up "Troy" to the newer, higher price - again, despite the fact that it was still JanuaryYour employee *** went to the web site and saw the same page showing $102.60, but insisted that it had yet to be updated (this was January 30th) and it wasn't their fault that the prices differedShe was fine with my stating I was filing a claim with the Revdex.com - which, as you can see, I promptly did
If, as you (Ms*** ***) stated in your explanation, the sale went through January, then I should have been able to purchase the tickets at the stated price of $per ticket, minus discountI was not able to do that, your employee made no attempt to be helpful or understanding - even though she herself saw the discrepancy on the web siteThe final cost on January was $times three, minus 10%The final cost on January was $times three minus 10%The difference is not a great deal of money, however I would not have thought that Viator would treat customers so poorly
Final Business Response /* (4000, 9, 2015/02/17) */
Hello,
Thank you for your messagePlease note, the price listed on our front page for each tour is listed as the "Lowest Price From"Tours may have different prices for different days of the week, or change pricing for high or low seasonFor this reason, we're not able to list each individual price, however the correct price for the tour is given to the customer prior to the booking being made
We apologize for any inconvenience, however the tour was priced correctly and we're unable to offer any additional refund at this time
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (2000, 11, 2015/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This response outlines the third different excuse for not honoring the advertised pricingFirst it was that Viator hadn't updated the pricing on all the web pages, then the excuse was that I hadn't attempted to book in January (while my complaint was made in January), this now says that the price can be anything at all until the final booking is completedAt this time please feel free to close the complaint as I don't have the energy or inclination to continue with this nonsense
Initial Business Response /* (1000, 10, 2015/05/21) */
Hello,
Thank you for your patienceI am showing that the customer has been given a full refund and an additional $
We do hope this information helpsIf you have any further questions or concerns please feel free to
contact us
All the Best,
***
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 12, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/12) */
Hello,
Thank you for your messageWe are sorry for the long delay in you receiving a reply from ViatorWe have recently upgraded our systems, and this has caused a delay in response times as we work out the bugs in the new system
At this time, we have processed a refund, and messaged the customer directly with the details
Please let us know if you have any further questions or concerns
All the Best,
*** M
Viator Customer Support
Initial Business Response /* (1000, 7, 2014/12/02) */
Hello,
Thank you for your messageUnfortunately, we're unable to find the customer's booking with the information givenWe request either the booking number or itinerary number, or the e-mail address used to generate the booking
Thank you in advance for your reply
***
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 9, 2014/12/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Viator reimbursed me for the full amountI am completely satisfied with their timely manner and professionalismThank you for the help in getting this resolved
Initial Business Response /* (1000, 5, 2014/12/11) */
Hello,
Thank you for your messagePlease note, whilst we acknowledge that the clients were unable to participate due to circumstances completely beyond their control, our supplier is unable to refund and has regarded this booking as
a 'no show'Please understand that spaces held for our tours are most likely unable to be re-sold at short notice
As per the Terms and Conditions upon booking, this product is 100% non-refundable if canceled within to days of the serviceThis also applies if the customer fails to participate on this dateTherefore on this occasion, no refund is due
At the time of booking, we recommend, within our Terms and Conditions, that travel insurance is purchased, which would cover for circumstances that occur beyond their control
We trust that this message, along with a copy of our terms and conditions, which can be found on our website, will be sufficient documentation to support the clients travel insurance claim
We hope that we may be of service again in the future
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2014/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Given the circumstances, I don't believe that Viator Tours is showing sympathy, but rather just sticking to the letter of the law.To demonstrate MY good faith, I had asked for a voucher for future travelFor some reason this compromisese has not been accepted
Final Business Response /* (4000, 9, 2014/12/22) */
Dear Revdex.com,
As per the above issue, our Customer Relations team has investigated this complaintAs the customer did not attend the tour and it was not cancelled with our tour operator in advance, the customers were designated as a no-showAs per the Terms and Conditions upon booking, this product is 100% non-refundable if canceled within to days of the serviceThis unfortunately also applies if passengers fail to participate on this dateSeats were held for these customers for this tourNo-show seats are not frequently able to be resold, which is the reasoning behind our Terms and ConditionsAs Mr *** *** and Mr *** *** were listed as a no-show, no refund applies in this circumstance
Mr *** was advised of this fact on December via email correspondence sent from our Customer Relations TeamAt this time, we consider this matter resolved on our endShould you require any further information, please let us know
Best Regards,
*** T
Viator Customer Service
Final Consumer Response /* (2000, 11, 2014/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
"as a good will gesture" Viator has issued a voucher for future travel for $100, 1/of the money spent on services not given
I booked two tours through this company for two different days on two different Hawaiian Islands Being this close to Christmas, I was lucky to find some openings The first one was on Oahu and I booked directly the Viator on the phone The second was done on the internet through Trip Advisor/Viator The next day, after being told both tours were confirmed, I received a e-mail stating the transactions had been flagged as fraudulent through Viator's fraud department and had both been cancelledAfter contacting my credit card company and verifying they had not flagged the transactions, I called Viator The Viator call taker told me all he could see that the transactions were flagged but couldn't tell me whyI asked to speak to a manager who filled me with more crap about their fraud department was the only ones who could "clear this up!"The manager told me that I would be receiving a full refund I had to point out that if the transactions were being considered fraud, then how in the world would you be giving me a full refund More importantly I told him that I needed to give my telephone number for both bookings and never received a phone call from them t clear up whatever questions as to "my bookings" they had prior cancellingNeedless to say, I will NEVER book anything through this company again I will book directly with the vendors Incidentally I was able to re-book both tours through the vendors directly with no cost increaseDON'T let VIATOR fool you They claim to get the "lowest prices" **
Very dissatisfied with Viator! Booked the wrong tour on line and called immediately to change, was told past day cancellation period! Will never use this site again and do not recommend this site!
Initial Business Response /* (1000, 5, 2015/06/24) */
Hello,
Thank you for your messageIn order to better assist you and investigate this claim, please provide us with the booking number and the e-mail address used to make this reservation
Please note - as a Chargeback request has
also been submitted, additional time may be needed for us to reply, as we will need to follow up with the Chargeback request as well
We hope this information helps
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.)
This complaint is still in processViator is asking for additional information, not providing resolutionHere is the requested information:
*** ***
***@hotmail.com
Booking Number -XXXXXXXXX
Final Business Response /* (4000, 18, 2015/07/17) */
Hello,
Thank you for writing backThe voucher e-mail is sent automatically from our systemI'm including images that show the automated message send out in our system, dated May 31, Additionally, I'm including a sample e-mail of what the message would have looked likeWe can't resend the automated e-mails, so I've selected one that I was recently forwarded by another customerSensitive information has been redacted
We hope this information will help, please let us know if you have any further questions or concerns
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (4200, 20, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not an evidence that may be considered legal
Initial Business Response /* (1000, 9, 2015/10/14) */
Hello,
Thank you for your messageOur customer support team has processed a full refund to the customerWe apologize for any inconvenience that this situation may have causedPlease allow up to - business days for the funds to
be fully credited to your account, depending on your bank
We 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, 11, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Viator's doing the right thingThank you for resolving this matter appropriately
*** ***
Initial Business Response /* (1000, 8, 2015/11/04) */
Hello,
Thank you for your messageI am showing at this time that the customer has been refunded for both of the tours she was unable to meet with us
We hope this information helpsPlease let us know if you have any further
questions or concerns
All the Best,
***
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 10, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/16) */
Hello,
Thank you for your messageWe have looked into this customer's itineraries, and have refunded the duplicate itinerary IT-XXXXXXXXPlease note that the refund may take - business days to be credited to your account,
depending on your bank
Please be sure that your printed vouchers are from the still valid IT-XXXXXXXX
We apologize for any inconvenience in this situationWe are experiencing some unexpected delays in replying to customers, as we have recently upgraded our back end system and we are contending with the glitches
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 /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We would firstly like to thank Revdex.com for your swift involvement in bringing this matter to the attention of ViatorBefore your intervention we only received empty promises and no action from Viator
To date the matter is not resolved to our satisfaction as it is unclear if our booking is now validThe following has transpired:- Our local Bank has reversed the duplicate payment to the value of $On 18/Viator also credited our CC with $On 23/Viator debited us with (approx $177)ZARWe would like to ascertain (1)how much we now owe Viator (2)confirmation of date when they will debit us with the remaining approx $372.00? (3) We would also appreciate if they could send us the number of the valid Itinerary and (4) we would like them to send the valid vouchers via email to ***@gmail.comThank you
Final Business Response /* (4000, 9, 2015/04/30) */
Hello,
Thank you for your messageAs a refund was requested, and a Chargeback was initiated, this has caused a bit of confusion with the billing for this reservation
One of our Customer Service Managers is reaching out to the customer directly to resolve the charging issue, and ensure that the reservation is accurate
For future reference, to avoid situations like this in the future, it is a good idea to wait to hear back concerning a refund request before beginning a Chargeback with the Credit Card company, as Chargebacks do take an extended period of time, and can be difficult to resolve when situations like this arise
We hope this information helpsPlease be on the look out for a message from our management team
All the Best,
*** M
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/07/07) */
Hello,
The following message was sent to the customer on July 2, 2015
Dear [redacted],
Thank you for your patience.
A full refund of $64.99 has now been processed to your credit card, for your cancelled Petropolis Day Trip...
from Rio de Janeiro including Imperial Museum and Crystal Palace booking.
Please note that the refund may take 3-7 business days to appear on your credit card, depending on your individual bank.
We look forward to being of service to you in the future.
Kind regards,
[redacted]
Viator Customer Relations
http://www.viator.com
[redacted]
We hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 5, 2014/09/11) */
Revdex.com Complaint Case# 57298950 (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to [redacted], please see below.
Miss [redacted] purchased tickets from Viator for Santorini Sunset Dinner Cruise with Wine Tasting, Volcano Visit and...
Hot Springs Admission on May 24, 2014 for a tour date August 16, 2014.
On August 30th, 2014 Miss. [redacted] contact Viator with complaints regarding her tour experience.
Upon receipt of the complaint Viator forwarded the comments to our product department for further investigation as we strive to achieve the highest standards in customer service and stratification.
We have provided Miss [redacted] with a full refund as a gesture of good will as Viator is a reputable company and does strive to achieve the highest standards in customer service. We regret the overall experience with Viator did not meet Miss [redacted]'s reasonable expectations on this occasion and extended our sincerest apologies.
Kind regards,
[redacted] - Contact Center Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/10/20) */
Hello,
Thank you for your message concerning this booking. We are showing that a full refund for this reservation has already been processed on October 14, 2014.
We apologize for any inconvenience caused to Mrs. [redacted], and do...
hope she otherwise enjoyed her vacation.
We hope this information helps with your investigation. Thank you again for your message, and have a good week.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/14) */
Hello,
Thank you for your message. At this time, we are showing a full refund has already been processed to this customer.
We hope this meets the customer's satisfaction. Please let us know if you have any further questions or...
concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Viator refunded the money only after hearing from Revdex.com
Initial Business Response /* (1000, 5, 2015/07/17) */
Hello,
Thank you for your message. Please note our Price Guarantee Policy states the following:
Upon arrival in your destination, if you find a lower retail price offered by Viator's contracted operator for the same tour or...
activity, offered on the same date and priced in US, Canadian or Australian dollars, British pounds or Euros, Viator will refund the difference.
http://www.viator.com/about/why-book-with-viator/guaranteed-low-prices
The text above can be found as the fourth bullet point of information where it says "Requesting a Refund from Viator is Easy".
In this case, the price she is quoting is not available in our offered currencies, and is not operated by the same tour operator. We use "Gray Line Rio de Janeiro".
From the website the customer sent over:
That the Iguazu Falls is one of the most beautiful places on Earth we already know. However, the spectacle provided by nature could only be better when seen from above. So, why not get on board a helicopter for a flight over the falls to delight your eyes.
Loumar Tourism Tour Operator, in a joint venture with Helisul Panoramic Flights, will take you for a flight over the Falls in its full extension. This is the quickest way to get to see the Falls, enjoying the thrill of the flight and the unique and fantastic view of one of the seven wonders of nature.
The view from above is stunning. The tourist will be able to get the best shots of this show of the nature. The flight will make you aware of the sheer dimension of this masterpiece of Mother Nature. A thrilling and once in a lifetime experience.
Loumar Tourism will get you even closer to this thrilling encounter with this gigantic work of nature.
Check the other panoramic flights over other tourist attractions of Foz do Iguazu we offer.
http://www.loumarturismo.com/panoramic-flight-in-iguassu-falls.html
For these reasons, we are not able to offer a Price Match at this time. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I emailed this company a few times and never received a response. Where is the customer service? Why do I have to go to Revdex.com to get a response?
Had I of heard from them in a timely matter, I could have provided a quoted price for cheaper with the same tour company. I was not allowed to do this in the 72 hour time frame because of Viator's lack of customer service and professionalism.
Final Business Response /* (4000, 9, 2015/07/24) */
Hello,
Thank you for writing back. Currently Grayline, our tour operator, is offering this tour From $224.00 per person USD, whereas we are offering it From $220.99 USD per person.
For that reason, even if we had responded earlier to this customer, no price match would have been needed as this tour is three dollars cheaper on our website than it is booking directly with the tour operator.
Please see the Grayline website for this tour (please note there may be some small fluctuations in price depending on the date you check these tours due to currency exchange rates):
[redacted]
And our Page: http://www.viator.com/tours/Foz-do-Iguacu/Iguassu-Falls-Panoramic-Helicopter-Fli...⇄ />
We do hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/02/26) */
Hello,
Thank you for your message. In order to better assist this customer, we will need either the Booking Number for this reservation, or the e-mail address used to make this booking. Unfortunately, we are unable to find the...
reservation at this time.
Thank you in advance for your reply.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
As required, here's my booking confirmation #: XXXXXXXX. And the email I used is [redacted]@gmail.com
Thank you.
Final Business Response /* (4000, 9, 2015/03/03) */
Dear [redacted],
Thank you for your patience.
Regrettably with your booking, we were not provided advanced notice that the hotel could not accommodate you. We are addressing the communication issue with our supplier of this tour and offer our sincerest apologies for the inconvenience and disappointment caused on this occasion.
Per your request, a full refund of USD 419.97 has now been processed to your credit card, as you did not receive the experience you were expecting.
Please note that the refund may take 3-7 business days to appear on your credit card, depending on your individual bank.
In addition to the refund, we would like to extend the opportunity for you to experience another one of our tours, at a time and destination that suits your plans, and we have included a USD 100.00 Gift Certificate that can be redeemed at www.viator.com for any of our products.
Gift Certificate Code: [redacted]
Expiry Date: Friday March 3rd, 2017
Viator does strive to achieve the highest standards in customer service and ensure all of our customers are happy, therefore please accept our sincerest apologies that we did not meet your expectations this time.
We hope we are able to be of service to you in the future.
Final Consumer Response /* (2000, 11, 2015/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/15) */
Dear [redacted] ,
Thank you for contacting Viator.
We are showing that the fax was replied to via e-mail on June 12, 2015. The response read as follows:
We appreciate your feedback regarding your New York City Explorer Pass....
We regret you did not enjoy the New York City Explorer Pass ** its fullest, however in reviewing the information given on the site, we believe you received the protect as advertised. Please note that while our website does mention travel to the Statue of Liberty, it does not state that you will be able to go up the Statue of Liberty with our ticket.
We apologize for any inconvenience, but we do hope this information helps and we hope that we can be of service to you for other travel product bookings in the future.
Kindest regards,
[redacted] M
Viator Customer Relations
http://www.viator.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello -
I asked [redacted] at Hollywood planet where I was instructed to get my tickets for information. She wasn't friendly and she called me "mommy." The Bus passes [redacted] a fraud as the busses were dirty with tons of garbage from other passengers. I didn't have the option to buy tickets to go up to the statue of liberty and I was stuck in ground because no one explained this to me and I am still requesting a refund. I am just going to publish this all over the media and VIATOR don't deserve to have any customers at all and if they continue cheating people, very soon they would be our of business. Shame on them. [redacted]
Final Business Response /* (4000, 9, 2015/06/24) */
Hello,
Thank you for writing back. We wish to address each of the concerns listed in your rebuttle individually:
Unfortunately [redacted] is not an employee of Viator.com. Either she is employed for the Local Tour Operator or for Hollywood Planet, but we are unable to follow up with her to know what you were told. For that reason, we can only speak to what you were informed based on our website, or through any direct communication with us.
We do apologize that the buses did not live up to your expectations, however they are only one part of the New York pass, and were accessible to you as a part of that pass.
As stated before, our website does not specify that you will be able to go up inside the Statue of Liberty. The Statue of Liberty is sometimes a closed attraction, and is controlled by the local government. Unfortunately, we don't have any control over their ticket sales or availability.
The New York City Explorer Pass [redacted] a variety of options to travelers who are going to New York City. Again, we do apologize that you feel you were not able to use this pass ** it's fullest extent, however the pass [redacted] available and open to be used in the manner listed on our website.
We apologize for any inconvenience, but we do hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted] M.
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They should be passing ** messages to their contractors so they can improve. I am planning to get tickets through Viator if they are not going to assume any responsibility. Thank you.
Initial Business Response /* (1000, 5, 2015/07/08) */
Hello,
Thank you for your message. As a gesture of goodwill, we are completing a refund for this customer. However, we also wish to point out where this reservation potentially went awry.
For your convenience, please see the link...
below for this tour: http://www.viator.com/tours/Washington-DC/Washington-DC-Hop-on-Hop-off-Trolley-T...⇄ />
Please note, on our website for this tour, we list the following information:
Wheelchair accessible, please advise at time of booking if a wheelchair-accessible trolley is required
This is DC's only trolley with GPS Tracking. You can find the your next trolley arrival, nearby trolley stops, and there is a call-in feature. No phone app is required
[redacted]
Unfortunately, we do not have any notes from the customer advising that they required a Wheelchair ready Trolley. Additionally, if the customer was unable to find the Trolley, they could contact the Local Tour Operator directly via the information listed on their voucher.
We always list the local contact information under the "Important" section of the voucher.
We do apologize for any inconvenience, but we hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 5, 2014/07/16) */
We responded to the customer's initial complaint, based on the information he provided at that timeWe acknowledge that he had responded July 7th, requesting further consideration, and we had not yet responded within his day deadline
This was due to ongoing investigations, in light of additional information provided, which had not previously been advised
The additional information provided indicated that the tour had a later arrival time into *** (Day 1) than advertised, but this information had previously not been disclosed by either Mr ***, or the tour operatorAs such, upon review of this information we can appreciate Mr *** did not receive the free time he had expected in *** That said, all other components of the tour were received, and we stand by this product being an Day TourWe are following up on the Day description and estimated arrival time in ***
To resolve this matter, we have now processed a refund of USD to the customer's credit cardWe do not feel that the additional USD is warranted, given that investigations do take time to be thoroughly completed
Initial Consumer Rebuttal /* (2000, 7, 2014/07/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The lack of a free afternoon in *** was absolutely noted in my complaint made directly to ViatorI am agreeable to accepting the settlement terms that I made from the startIt was just too bad I had to escalate the issue to Revdex.com and waste the time of more peopleI am happy with the settlement and thank the Revdex.com for all your help!
Initial Business Response /* (1000, 5, 2015/02/03) */
Hello,
Our Troy Day Trip from Istanbul was featured in a 15% Off sale throughout January Upon February 1, this sale ended and the tour went back to its original pricing, currently featured on our website
Although Ms***
states she originally added the tour to her shopping cart in January, this action would not have saved the sales price, as the cost would automatically revert to the standard non-sales price once the sale was over
As no purchase took place during the sale period, we would be unable to honor the request for the 15% Off sale price for this tour at this time, although Ms*** is more than welcome to use her 10% discount coupon whenever she wishes on any future orders
Thank you for your attention
Initial Consumer Rebuttal /* (3000, 7, 2015/02/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You will note that my complaint was filed on January 30th - which is, of course, in "January", within the sale parametersReread the complaint and make note of what it says, pleaseOn January 30th, your web site had two different prices - the $which showed up on the initial page (I did take a screen shot of this, with the date of January 30) and the $which showed up on the final pageI had the trip in my cart at the correct price with additional 10% discount on January 29th and only had to confirm the date chosen with my daughterOn January 30, it had disappeared from my cartMy phone call on January at 9:a.mto your customer service at X-XXX-XXX-XXXX resulted in speaking to *** was very determined to not honor the $price and repeatedly told me that "they" hadn't had a chance to "update" the web site page I landed on when looking up "Troy" to the newer, higher price - again, despite the fact that it was still JanuaryYour employee *** went to the web site and saw the same page showing $102.60, but insisted that it had yet to be updated (this was January 30th) and it wasn't their fault that the prices differedShe was fine with my stating I was filing a claim with the Revdex.com - which, as you can see, I promptly did
If, as you (Ms*** ***) stated in your explanation, the sale went through January, then I should have been able to purchase the tickets at the stated price of $per ticket, minus discountI was not able to do that, your employee made no attempt to be helpful or understanding - even though she herself saw the discrepancy on the web siteThe final cost on January was $times three, minus 10%The final cost on January was $times three minus 10%The difference is not a great deal of money, however I would not have thought that Viator would treat customers so poorly
Final Business Response /* (4000, 9, 2015/02/17) */
Hello,
Thank you for your messagePlease note, the price listed on our front page for each tour is listed as the "Lowest Price From"Tours may have different prices for different days of the week, or change pricing for high or low seasonFor this reason, we're not able to list each individual price, however the correct price for the tour is given to the customer prior to the booking being made
We apologize for any inconvenience, however the tour was priced correctly and we're unable to offer any additional refund at this time
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (2000, 11, 2015/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This response outlines the third different excuse for not honoring the advertised pricingFirst it was that Viator hadn't updated the pricing on all the web pages, then the excuse was that I hadn't attempted to book in January (while my complaint was made in January), this now says that the price can be anything at all until the final booking is completedAt this time please feel free to close the complaint as I don't have the energy or inclination to continue with this nonsense
Initial Business Response /* (1000, 10, 2015/05/21) */
Hello,
Thank you for your patienceI am showing that the customer has been given a full refund and an additional $
We do hope this information helpsIf you have any further questions or concerns please feel free to
contact us
All the Best,
***
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 12, 2015/05/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/12) */
Hello,
Thank you for your messageWe are sorry for the long delay in you receiving a reply from ViatorWe have recently upgraded our systems, and this has caused a delay in response times as we work out the bugs in the new system
At this time, we have processed a refund, and messaged the customer directly with the details
Please let us know if you have any further questions or concerns
All the Best,
*** M
Viator Customer Support
Initial Business Response /* (1000, 7, 2014/12/02) */
Hello,
Thank you for your messageUnfortunately, we're unable to find the customer's booking with the information givenWe request either the booking number or itinerary number, or the e-mail address used to generate the booking
Thank you in advance for your reply
***
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 9, 2014/12/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Viator reimbursed me for the full amountI am completely satisfied with their timely manner and professionalismThank you for the help in getting this resolved
Initial Business Response /* (1000, 5, 2014/12/11) */
Hello,
Thank you for your messagePlease note, whilst we acknowledge that the clients were unable to participate due to circumstances completely beyond their control, our supplier is unable to refund and has regarded this booking as
a 'no show'Please understand that spaces held for our tours are most likely unable to be re-sold at short notice
As per the Terms and Conditions upon booking, this product is 100% non-refundable if canceled within to days of the serviceThis also applies if the customer fails to participate on this dateTherefore on this occasion, no refund is due
At the time of booking, we recommend, within our Terms and Conditions, that travel insurance is purchased, which would cover for circumstances that occur beyond their control
We trust that this message, along with a copy of our terms and conditions, which can be found on our website, will be sufficient documentation to support the clients travel insurance claim
We hope that we may be of service again in the future
All the Best,
*** M
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2014/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Given the circumstances, I don't believe that Viator Tours is showing sympathy, but rather just sticking to the letter of the law.To demonstrate MY good faith, I had asked for a voucher for future travelFor some reason this compromisese has not been accepted
Final Business Response /* (4000, 9, 2014/12/22) */
Dear Revdex.com,
As per the above issue, our Customer Relations team has investigated this complaintAs the customer did not attend the tour and it was not cancelled with our tour operator in advance, the customers were designated as a no-showAs per the Terms and Conditions upon booking, this product is 100% non-refundable if canceled within to days of the serviceThis unfortunately also applies if passengers fail to participate on this dateSeats were held for these customers for this tourNo-show seats are not frequently able to be resold, which is the reasoning behind our Terms and ConditionsAs Mr *** *** and Mr *** *** were listed as a no-show, no refund applies in this circumstance
Mr *** was advised of this fact on December via email correspondence sent from our Customer Relations TeamAt this time, we consider this matter resolved on our endShould you require any further information, please let us know
Best Regards,
*** T
Viator Customer Service
Final Consumer Response /* (2000, 11, 2014/12/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
"as a good will gesture" Viator has issued a voucher for future travel for $100, 1/of the money spent on services not given
I booked two tours through this company for two different days on two different Hawaiian Islands Being this close to Christmas, I was lucky to find some openings The first one was on Oahu and I booked directly the Viator on the phone The second was done on the internet through Trip Advisor/Viator The next day, after being told both tours were confirmed, I received a e-mail stating the transactions had been flagged as fraudulent through Viator's fraud department and had both been cancelledAfter contacting my credit card company and verifying they had not flagged the transactions, I called Viator The Viator call taker told me all he could see that the transactions were flagged but couldn't tell me whyI asked to speak to a manager who filled me with more crap about their fraud department was the only ones who could "clear this up!"The manager told me that I would be receiving a full refund I had to point out that if the transactions were being considered fraud, then how in the world would you be giving me a full refund More importantly I told him that I needed to give my telephone number for both bookings and never received a phone call from them t clear up whatever questions as to "my bookings" they had prior cancellingNeedless to say, I will NEVER book anything through this company again I will book directly with the vendors Incidentally I was able to re-book both tours through the vendors directly with no cost increaseDON'T let VIATOR fool you They claim to get the "lowest prices" **
Very dissatisfied with Viator! Booked the wrong tour on line and called immediately to change, was told past day cancellation period! Will never use this site again and do not recommend this site!
Initial Business Response /* (1000, 5, 2015/06/24) */
Hello,
Thank you for your messageIn order to better assist you and investigate this claim, please provide us with the booking number and the e-mail address used to make this reservation
Please note - as a Chargeback request has
also been submitted, additional time may be needed for us to reply, as we will need to follow up with the Chargeback request as well
We hope this information helps
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.)
This complaint is still in processViator is asking for additional information, not providing resolutionHere is the requested information:
*** ***
***@hotmail.com
Booking Number -XXXXXXXXX
Final Business Response /* (4000, 18, 2015/07/17) */
Hello,
Thank you for writing backThe voucher e-mail is sent automatically from our systemI'm including images that show the automated message send out in our system, dated May 31, Additionally, I'm including a sample e-mail of what the message would have looked likeWe can't resend the automated e-mails, so I've selected one that I was recently forwarded by another customerSensitive information has been redacted
We hope this information will help, please let us know if you have any further questions or concerns
All the Best,
*** M
Viator Customer Support
Final Consumer Response /* (4200, 20, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not an evidence that may be considered legal
Initial Business Response /* (1000, 9, 2015/10/14) */
Hello,
Thank you for your messageOur customer support team has processed a full refund to the customerWe apologize for any inconvenience that this situation may have causedPlease allow up to - business days for the funds to
be fully credited to your account, depending on your bank
We 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, 11, 2015/10/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Viator's doing the right thingThank you for resolving this matter appropriately
*** ***
Initial Business Response /* (1000, 8, 2015/11/04) */
Hello,
Thank you for your messageI am showing at this time that the customer has been refunded for both of the tours she was unable to meet with us
We hope this information helpsPlease let us know if you have any further
questions or concerns
All the Best,
***
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 10, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/04/16) */
Hello,
Thank you for your messageWe have looked into this customer's itineraries, and have refunded the duplicate itinerary IT-XXXXXXXXPlease note that the refund may take - business days to be credited to your account,
depending on your bank
Please be sure that your printed vouchers are from the still valid IT-XXXXXXXX
We apologize for any inconvenience in this situationWe are experiencing some unexpected delays in replying to customers, as we have recently upgraded our back end system and we are contending with the glitches
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 /* (3000, 7, 2015/04/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We would firstly like to thank Revdex.com for your swift involvement in bringing this matter to the attention of ViatorBefore your intervention we only received empty promises and no action from Viator
To date the matter is not resolved to our satisfaction as it is unclear if our booking is now validThe following has transpired:- Our local Bank has reversed the duplicate payment to the value of $On 18/Viator also credited our CC with $On 23/Viator debited us with (approx $177)ZARWe would like to ascertain (1)how much we now owe Viator (2)confirmation of date when they will debit us with the remaining approx $372.00? (3) We would also appreciate if they could send us the number of the valid Itinerary and (4) we would like them to send the valid vouchers via email to ***@gmail.comThank you
Final Business Response /* (4000, 9, 2015/04/30) */
Hello,
Thank you for your messageAs a refund was requested, and a Chargeback was initiated, this has caused a bit of confusion with the billing for this reservation
One of our Customer Service Managers is reaching out to the customer directly to resolve the charging issue, and ensure that the reservation is accurate
For future reference, to avoid situations like this in the future, it is a good idea to wait to hear back concerning a refund request before beginning a Chargeback with the Credit Card company, as Chargebacks do take an extended period of time, and can be difficult to resolve when situations like this arise
We hope this information helpsPlease be on the look out for a message from our management team
All the Best,
*** M
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/07/07) */
Hello,
The following message was sent to the customer on July 2, 2015
Dear [redacted],
Thank you for your patience.
A full refund of $64.99 has now been processed to your credit card, for your cancelled Petropolis Day Trip...
from Rio de Janeiro including Imperial Museum and Crystal Palace booking.
Please note that the refund may take 3-7 business days to appear on your credit card, depending on your individual bank.
We look forward to being of service to you in the future.
Kind regards,
[redacted]
Viator Customer Relations
http://www.viator.com
[redacted]
We hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 5, 2014/09/11) */
Revdex.com Complaint Case# 57298950 (Ref#XX-XXXXX-XXXXXXXX-X-XXX)
In response to [redacted], please see below.
Miss [redacted] purchased tickets from Viator for Santorini Sunset Dinner Cruise with Wine Tasting, Volcano Visit and...
Hot Springs Admission on May 24, 2014 for a tour date August 16, 2014.
On August 30th, 2014 Miss. [redacted] contact Viator with complaints regarding her tour experience.
Upon receipt of the complaint Viator forwarded the comments to our product department for further investigation as we strive to achieve the highest standards in customer service and stratification.
We have provided Miss [redacted] with a full refund as a gesture of good will as Viator is a reputable company and does strive to achieve the highest standards in customer service. We regret the overall experience with Viator did not meet Miss [redacted]'s reasonable expectations on this occasion and extended our sincerest apologies.
Kind regards,
[redacted] - Contact Center Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2014/10/20) */
Hello,
Thank you for your message concerning this booking. We are showing that a full refund for this reservation has already been processed on October 14, 2014.
We apologize for any inconvenience caused to Mrs. [redacted], and do...
hope she otherwise enjoyed her vacation.
We hope this information helps with your investigation. Thank you again for your message, and have a good week.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/14) */
Hello,
Thank you for your message. At this time, we are showing a full refund has already been processed to this customer.
We hope this meets the customer's satisfaction. Please let us know if you have any further questions or...
concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Viator refunded the money only after hearing from Revdex.com
Initial Business Response /* (1000, 5, 2015/07/17) */
Hello,
Thank you for your message. Please note our Price Guarantee Policy states the following:
Upon arrival in your destination, if you find a lower retail price offered by Viator's contracted operator for the same tour or...
activity, offered on the same date and priced in US, Canadian or Australian dollars, British pounds or Euros, Viator will refund the difference.
http://www.viator.com/about/why-book-with-viator/guaranteed-low-prices
The text above can be found as the fourth bullet point of information where it says "Requesting a Refund from Viator is Easy".
In this case, the price she is quoting is not available in our offered currencies, and is not operated by the same tour operator. We use "Gray Line Rio de Janeiro".
From the website the customer sent over:
That the Iguazu Falls is one of the most beautiful places on Earth we already know. However, the spectacle provided by nature could only be better when seen from above. So, why not get on board a helicopter for a flight over the falls to delight your eyes.
Loumar Tourism Tour Operator, in a joint venture with Helisul Panoramic Flights, will take you for a flight over the Falls in its full extension. This is the quickest way to get to see the Falls, enjoying the thrill of the flight and the unique and fantastic view of one of the seven wonders of nature.
The view from above is stunning. The tourist will be able to get the best shots of this show of the nature. The flight will make you aware of the sheer dimension of this masterpiece of Mother Nature. A thrilling and once in a lifetime experience.
Loumar Tourism will get you even closer to this thrilling encounter with this gigantic work of nature.
Check the other panoramic flights over other tourist attractions of Foz do Iguazu we offer.
http://www.loumarturismo.com/panoramic-flight-in-iguassu-falls.html
For these reasons, we are not able to offer a Price Match at this time. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I emailed this company a few times and never received a response. Where is the customer service? Why do I have to go to Revdex.com to get a response?
Had I of heard from them in a timely matter, I could have provided a quoted price for cheaper with the same tour company. I was not allowed to do this in the 72 hour time frame because of Viator's lack of customer service and professionalism.
Final Business Response /* (4000, 9, 2015/07/24) */
Hello,
Thank you for writing back. Currently Grayline, our tour operator, is offering this tour From $224.00 per person USD, whereas we are offering it From $220.99 USD per person.
For that reason, even if we had responded earlier to this customer, no price match would have been needed as this tour is three dollars cheaper on our website than it is booking directly with the tour operator.
Please see the Grayline website for this tour (please note there may be some small fluctuations in price depending on the date you check these tours due to currency exchange rates):
[redacted]
And our Page:
http://www.viator.com/tours/Foz-do-Iguacu/Iguassu-Falls-Panoramic-Helicopter-Fli...⇄ /> We do hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/02/26) */
Hello,
Thank you for your message. In order to better assist this customer, we will need either the Booking Number for this reservation, or the e-mail address used to make this booking. Unfortunately, we are unable to find the...
reservation at this time.
Thank you in advance for your reply.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
As required, here's my booking confirmation #: XXXXXXXX. And the email I used is [redacted]@gmail.com
Thank you.
Final Business Response /* (4000, 9, 2015/03/03) */
Dear [redacted],
Thank you for your patience.
Regrettably with your booking, we were not provided advanced notice that the hotel could not accommodate you. We are addressing the communication issue with our supplier of this tour and offer our sincerest apologies for the inconvenience and disappointment caused on this occasion.
Per your request, a full refund of USD 419.97 has now been processed to your credit card, as you did not receive the experience you were expecting.
Please note that the refund may take 3-7 business days to appear on your credit card, depending on your individual bank.
In addition to the refund, we would like to extend the opportunity for you to experience another one of our tours, at a time and destination that suits your plans, and we have included a USD 100.00 Gift Certificate that can be redeemed at www.viator.com for any of our products.
Gift Certificate Code: [redacted]
Expiry Date: Friday March 3rd, 2017
Viator does strive to achieve the highest standards in customer service and ensure all of our customers are happy, therefore please accept our sincerest apologies that we did not meet your expectations this time.
We hope we are able to be of service to you in the future.
Final Consumer Response /* (2000, 11, 2015/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/15) */
Dear [redacted] ,
Thank you for contacting Viator.
We are showing that the fax was replied to via e-mail on June 12, 2015. The response read as follows:
We appreciate your feedback regarding your New York City Explorer Pass....
We regret you did not enjoy the New York City Explorer Pass ** its fullest, however in reviewing the information given on the site, we believe you received the protect as advertised. Please note that while our website does mention travel to the Statue of Liberty, it does not state that you will be able to go up the Statue of Liberty with our ticket.
We apologize for any inconvenience, but we do hope this information helps and we hope that we can be of service to you for other travel product bookings in the future.
Kindest regards,
[redacted] M
Viator Customer Relations
http://www.viator.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello -
I asked [redacted] at Hollywood planet where I was instructed to get my tickets for information. She wasn't friendly and she called me "mommy." The Bus passes [redacted] a fraud as the busses were dirty with tons of garbage from other passengers. I didn't have the option to buy tickets to go up to the statue of liberty and I was stuck in ground because no one explained this to me and I am still requesting a refund. I am just going to publish this all over the media and VIATOR don't deserve to have any customers at all and if they continue cheating people, very soon they would be our of business. Shame on them. [redacted]
Final Business Response /* (4000, 9, 2015/06/24) */
Hello,
Thank you for writing back. We wish to address each of the concerns listed in your rebuttle individually:
Unfortunately [redacted] is not an employee of Viator.com. Either she is employed for the Local Tour Operator or for Hollywood Planet, but we are unable to follow up with her to know what you were told. For that reason, we can only speak to what you were informed based on our website, or through any direct communication with us.
We do apologize that the buses did not live up to your expectations, however they are only one part of the New York pass, and were accessible to you as a part of that pass.
As stated before, our website does not specify that you will be able to go up inside the Statue of Liberty. The Statue of Liberty is sometimes a closed attraction, and is controlled by the local government. Unfortunately, we don't have any control over their ticket sales or availability.
The New York City Explorer Pass [redacted] a variety of options to travelers who are going to New York City. Again, we do apologize that you feel you were not able to use this pass ** it's fullest extent, however the pass [redacted] available and open to be used in the manner listed on our website.
We apologize for any inconvenience, but we do hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted] M.
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They should be passing ** messages to their contractors so they can improve. I am planning to get tickets through Viator if they are not going to assume any responsibility. Thank you.
Initial Business Response /* (1000, 5, 2015/07/08) */
Hello,
Thank you for your message. As a gesture of goodwill, we are completing a refund for this customer. However, we also wish to point out where this reservation potentially went awry.
For your convenience, please see the link...
below for this tour:
http://www.viator.com/tours/Washington-DC/Washington-DC-Hop-on-Hop-off-Trolley-T...⇄ /> Please note, on our website for this tour, we list the following information:
Wheelchair accessible, please advise at time of booking if a wheelchair-accessible trolley is required
This is DC's only trolley with GPS Tracking. You can find the your next trolley arrival, nearby trolley stops, and there is a call-in feature. No phone app is required
[redacted]
Unfortunately, we do not have any notes from the customer advising that they required a Wheelchair ready Trolley. Additionally, if the customer was unable to find the Trolley, they could contact the Local Tour Operator directly via the information listed on their voucher.
We always list the local contact information under the "Important" section of the voucher.
We do apologize for any inconvenience, but we hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted].
Viator Customer Support