Its been over a week since our tour was cancelled due to bad weather (Glacier Walk in Franz Josef in NZ) and we are still to hear from customer service despite 3 emails to them. Our friends who booked directly with the company not going through Viator got their refund instantly as their trip also got cancelled
Makes me think that it is better to go directly with operators than use these middle agencies.
Its a good learning and probably i will not be using them again given this kind of service. Still hoping they process our refund given sizable amount.
This reviewer shared experience about poor customer service and wants this business to issue a full refund as the author lost $500. This person is overall dissatisfied with Viator. Reviewer wants customer support to reach our to him or her ASAP for further discussion of this matter.
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