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.
Product or Service Mentioned: Viator Tour Booking.
Reason of review: Poor customer service.
Monetary Loss: $500.
Preferred solution: Full refund.