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I called on April 20, 2018 as my 4 clients could not use the hop on hop off and oyster card in London. They waited 90 minutes and still no buses but other companies coming and going past them.

They were given the run around by the booth where they collected their oyster pass. They told them to just get on any bus but they the oyster pass still didn't work.

I called Viator customer service that day and was told 5-7 days and the refund would be issued.

7 days later and I call again to as where the refund is. I'm told that their vendor never replied to their email request and it will now take 14 business days to process.

In what world is this acceptable?

Product or Service Mentioned: Viator Customer Care.

Reason of review: Return, Exchange or Cancellation Policy.

Monetary Loss: $500.

I didn't like: No refund, Customer service and thier response.

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I don't know if it is acceptable or not ; you failed to explain the situation to those of us who do not live in your country. Here in America, an oyster is a marine creature which can be eaten or ignored.

I've been to the U.K. but I still don't know what you are complaining about ; please remember your uninformed international readership.

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