• Report: #880545

Complaint Review: Viator

  • Submitted: Wed, May 09, 2012
  • Updated: Mon, January 14, 2013

  • Reported By: CEO Larry — Yorba Linda California United States of America
Viator
Las Vegas, Nevada United States of America

Viator NEVER RETURNED MY DEPOSIT Las Vegas, Nevada

*UPDATE Employee: From Viator Support

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I booked a helocopter tour of Las Vegas and the Grand Canyon. I used my credit card to purchase two tickets. My partner had an emergency and had to go to the hospital so I had to cancel the trip. I immediately cancelled the trip but I was one day too late. If you cancel you need to cancel with Viator within 14 days. If you cancel within that time they say they will give you a partial refund. I was a little disapointed that I had planned on going on this trip but had a real emergency. If it were my business I would have refunded the full amount being only one day off. VIATOR agreed to give me a 50% refund but I never got the refund. They said they would refund within two weeks. I waited over a month, called again and they told me that they made a mistake and it would be done within a week. That was last year. Never did get my refund. The sad part is that I always take the helocopter tours when I go on vacatlion. I was a good repeat customer but will never use them again. Just thought I would warn anyone booking with VIATOR.

This report was posted on Ripoff Report on 05/09/2012 07:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/Viator/Las-Vegas-Nevada-/Viator-NEVER-RETURNED-MY-DEPOSIT-Las-Vegas-Nevada-880545. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

From Viator Support

AUTHOR: Viator Support - (United States of America)

Hello,

I'm sorry to hear about your experiences with the Helicopter Cancellation. Starting with the most important point, I would want to check on the status of your refund. In order to do that I would ask that you send either the e-mail address you booked under, or the Viator booking or Itinerary number to socialteam@viator.com. I would be happy to look at the timing of the refund and see where it stands.

I can tell you that our refunds can take up to 3 - 7 business days to process fully. This timing does depend on the terms and conditions of your personal bank. Usually refunds will go through our system completely within about 36 business hours, to be sent to your bank to process.

In response to the amount of the refund, and our refunds process. I wanted to offer a little more information, and hope this helps for future customers. Viator is a Tour Broker, we don't own any of the shows, buses, helicopters or planes that you would see on our website. As such, we're charged when we place a booking for you. Most of the time, if we're able to get a full refund for our tour, we're happy to extend that full refund to you. Unfortunately, our Tour Operators are not always able to recover the losses for cancellations made very near to the tour date. If they are not able to offer us a full refund, we're not able to offer you a full refund.

We do everything we can to refund you as much as we are able, but unfortunately - full refunds are not always possible. Especially with tours like this one, which by your description, is more stringent than our standard terms and conditions.

The best way to ensure that you are always covered in case of an emergency is to look into Traveler's Insurance. We are always happy to send any documentation you would need to give to your Insurance company in the event that we are not able to refund you.

I hope this information helps, and we will keep an eye out in our e-mail for further details if you need us to check on the status of your refund.

All the Best,
Loryanna M.
Viator Customer Support
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