Viator Tours & Attractions
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit.
Building trust in every customer interaction
Poor Customer Service
A significant number of users, approximately 10%, report dissatisfaction with customer service, especially when resolving booking errors or seeking refunds. This can lead to a negative perception of the app's reliability.
Customer service was unhelpful when I needed a refund for a booking error.
Booking Errors
Around 8% of users experience issues with incorrect booking times or dates, leading to missed tours and financial losses. This can cause frustration and a sense of being misled.
I booked a tour for 5:30, but it was actually at 5:00, and I missed it.
Currency and Payment Issues
Some users, about 4%, face problems with currency settings and payment processing, which can result in unexpected charges or complications with rewards. This can deter users from using the app for future bookings.
My payments and rewards were set in the wrong currency, causing confusion.
Users' choice
GetYourGuide receives mixed feedback, with many users praising its variety of excursions, clear instructions, and reliable service. However, some users report issues with customer service and booking errors, leading to frustration and dissatisfaction.
Runner up
Viator Tours & Attractions garners a mix of positive and negative feedback. Users appreciate the app's ease of use, variety of tours, and reliable service, but some express frustration with customer service, booking errors, and app functionality issues.
Straggler
Klook faces significant criticism for poor customer service, booking errors, and inflexible policies. While some users find the app convenient for booking travel experiences, many report issues with cancellations, refunds, and unexpected charges.
Review Posting Issues
Users are unable to post reviews of their experiences, or their reviews are not being published, which undermines the feedback loop essential for continuous improvement and customer trust.
ADA Compliance Lapses
The app supports tour operators who fail to comply with ADA or disability accommodations, leading to dissatisfaction among users with accessibility needs.
Booking Date Errors
Errors in booking dates lead to significant financial losses for users, and customer support is perceived as unhelpful in resolving these issues, damaging customer trust.
App Integration Gaps
Users cannot add existing online bookings to the app, which limits the app's functionality as a comprehensive travel management tool.
Currency Conversion Issues
Currency settings default to the location of the first booking, causing complications in subsequent transactions and rewards, with inadequate support to rectify the issue.
Couple Account Limitations
The app lacks functionality for couples to share bookings across devices, hindering collaborative trip planning and reducing user satisfaction.
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