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Viator, Inc. complaints

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400 1st Avenue
Needham, MA 02494 | Get Directions

(888) 651-9785

http://www.viator.com

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Total Amount in Dispute:
$135.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Viator, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Viator, Inc.

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8/11/2024

RESPONSE: Complaint was not answered Amount in Dispute: $135.00 Amount Settled: $0.00

Customer Complaint

7/16/2024

I was booked to go on a Viator tour on 7/4/2024 in Norway. On July 3rd at 6 PM local time, I received an email telling me my tour was canceled. At the time I was at the airport flying to the city where my tour was booked where I had already booked and paid for a hotel room so I could go on the tour. I called Viator to ask them why the tour was canceled. They said they did not know. I asked them what my options were and they said I could book and pay for another trip. I asked them to provide the trip for free since they had canceled the trip I wanted to go on without warning and there weren't available trips that I was excited about going on. They said they would escalate my request, but I would have to pay in the meantime so I did to make sure I had something to do the next day. An hour after I paid for my trip I received an email telling me I would not get a refund and the trip was non-refundable. The utter lack of customer care is appalling. They should not be able to continue to operate like this. • Booking Reference Number: 1141728093 (this is the one that was canceled with no notice) and 1154045887 (this is the one I scheduled instead and they refused to refund) Resolution Sought A refund would be nice, but they need to change their policies for other consumers. I hate to think about other people going through this.

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