GetYourGuide: Travel & Tickets

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of GetYourGuide: Travel & Tickets's key feedback

Customer Service Issues

A significant number of users, approximately 15%, report dissatisfaction with customer service, citing unresponsiveness and ineffective support, especially when resolving booking issues or applying discounts. This has led to frustration and a reluctance to use the service again.

I reached out for customer service assistance and it was never addressed.

Booking and Payment Problems

Around 10% of users experience issues with booking and payment processes, including difficulties in changing payment methods, processing payments, and discrepancies in charges. These issues often result in canceled trips or unexpected charges.

There is no way to change your payment card on your reservation, and the chat support feature is useless!

Misleading Pricing and Information

Approximately 12% of users feel misled by pricing and tour descriptions, reporting that prices are often higher than booking directly with providers and that some descriptions are not accurate, leading to unexpected experiences.

I found out that GYG doubles the cost of the cruise!!! What a rip off!

App Functionality Issues

About 8% of users report technical issues with the app, such as crashes, synchronization problems, and difficulties accessing tickets, which hinder their ability to use the service effectively.

This app is constantly crashing I booked 5 activities in Thailand and they made me book it again and it still didn’t show up but it took my card!!

COMPETITORS ANALYSIS

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#1 USERS CHOICE

GetYourGuide: Travel & Tickets

GetYourGuide receives mixed feedback, with many users praising its ease of use, variety of activities, and reliable service. However, some users report issues with customer service, technical glitches, and pricing discrepancies, leading to frustration and dissatisfaction.

#2 RUNNER UP

Viator

Viator has a polarized reputation, with some users appreciating the ease of booking and variety of tours, while others criticize the company for poor customer service, misleading pricing, and lack of accountability when issues arise. Many users express frustration over booking errors and unhelpful support.

#3 Straggler

Klook

Klook is often criticized for its inflexible refund policies and poor customer service, with users reporting issues with booking errors and unresponsive support. Despite this, some users find the app convenient for booking travel experiences, especially in Asia, and appreciate the variety of options available.

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Nuggets

Major Highlights of the Week

Discount Issues

Users are frustrated with the app's inability to apply promised discounts, leading to dissatisfaction with customer service when issues are not resolved. This undermines trust in promotional offers and the app's reliability.

I received discount offers but they were never applied to my balance, and customer service didn't help.

Customer Service Gaps

There are significant complaints about the lack of effective customer service, with users unable to reach human support and relying on ineffective AI responses. This results in unresolved issues and a negative impact on user experience.

Tried several times to reach customer service but only got AI responses.

Booking Errors

Users experience issues with incorrect bookings, such as wrong participant numbers or destinations, and face difficulties in getting these errors corrected. This leads to frustration and reconsideration of using the app for future bookings.

Accidentally booked wrong participant numbers and couldn't get a response to fix it.

Price Discrepancies

There are complaints about the app charging significantly more than the official site prices for the same activities, leading to perceptions of being overcharged and a lack of transparency in pricing.

Found out that GYG doubles the cost of the cruise compared to booking directly.

App Crashes

The app's stability is questioned as users report frequent crashes, especially during booking processes, which can result in double charges and unconfirmed bookings. This technical issue affects user confidence in the app's reliability.

The app is constantly crashing, and I was charged twice without confirmation.

Misleading Descriptions

Users feel misled by activity descriptions that do not match the actual experience, with important details buried in fine print. This lack of transparency leads to dissatisfaction and a sense of being deceived.

GetYourGuide doesn't assist when vendors use misleading descriptions and hide real terms in fine print.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Discount Issues

Customer Service Gaps

Booking Errors

Price Discrepancies

App Crashes

Misleading Descriptions

Quotes of the week

Hear from some of the most impactful users to drive changes

I have received two offers for the discount over the years, but it has never been applied to my balance. I reached out a couple years back for customer service assistance and it was never addressed. Outside of lack of customer service, the experiences have been awesome.

@TheFarleysAbroad

I was happy with the cruise my wife and I took through Get Your Guide until I found out that GYG doubles the cost of the cruise!!! What a rip off! I won’t be using this app ever again!

ghlatta3

The app impressed me at first but then I tried to book more things while on vacation. There is no mode to only work in desktop, it consistently opens the app. Because of this I wasn't able to apply a 10% areoplan discount. Had to delete the app.

A Google user

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The quotes of the week

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Candice Wu

App Store

I was happy with the cruise my wife and I took through Get Your Guide until I found out that GYG doubles the cost of the cruise!!! What a rip off! I won’t be using this app ever again!

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

GetYourGuide: Travel & Tickets

Top Insights This Week

Customer Service Issues

Booking and Payment Problems

Misleading Pricing and Information

App Functionality Issues

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

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Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

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