Viator Tours & Attractions

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 Viator Tours & Attractions's key feedback

Booking Discrepancies

A significant number of users, approximately 15%, report discrepancies between the advertised and final booking details, such as incorrect dates or prices, leading to frustration and a sense of being misled.

I booked Louvre tickets for August 15, but the app switched the booking to August 24, and I couldn't get a refund.

Customer Service Issues

Around 20% of users express dissatisfaction with customer service, citing unhelpful responses and a lack of resolution for issues like refunds or booking errors, which diminishes trust in the service.

Viator's customer service was no help when I received fraudulent tickets and refused to issue a refund.

App Functionality Problems

Approximately 10% of users experience technical issues with the app, such as difficulty accessing bookings or the app not functioning properly, which hinders their ability to manage their trips effectively.

I can't retrieve bookings on the app, and support's advice to reinstall didn't work.

Vendor Reliability

About 12% of users report issues with tour operators, such as last-minute cancellations or poor service, and feel that Viator does not adequately vet or hold vendors accountable, leading to unreliable experiences.

Two different excursions were canceled last minute, forcing me to book more expensive alternatives.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

GetYourGuide

GetYourGuide receives mixed feedback, with users praising the app for its ease of booking and helpful customer service, but others criticize it for issues with ticket validity and poor customer support in resolving disputes.

#2 RUNNER UP

Viator Tours & Attractions

Viator Tours & Attractions is generally well-received for its user-friendly app and wide range of tour options, but some users report issues with customer service and booking reliability, leading to frustration and dissatisfaction.

#3 Straggler

Klook

Klook is criticized for its inflexible refund policies and poor customer service, with many users experiencing booking errors and difficulties in resolving issues, although some appreciate the convenience and variety of options offered.

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Nuggets

Major Highlights of the Week

Discount Code Issues

Users are frustrated that the app does not accept discount codes found online, leading to dissatisfaction with perceived value. This issue undermines the app's promise of exclusive promos and discounts.

I found many discount coupons online, but the site would not accept any of them.

Price Discrepancies

There is a significant issue with the app displaying one price during the booking process and charging a higher amount at checkout, causing users to feel deceived. This inconsistency damages trust and suggests a need for transparent pricing.

The price offered doesn’t match the final price, and the app doesn’t explain why.

Booking Sharing Limitations

The app lacks functionality for sharing bookings among multiple users, even when a single user pays for multiple participants, leading to coordination challenges. This limitation affects group travel experiences and user satisfaction.

Calendar Availability Errors

Users experience discrepancies between available dates shown in the app and actual booking confirmations, leading to significant travel disruptions. This issue highlights a critical flaw in the app's booking system.

The app showed August 15 as available, but after payment, it switched to August 24.

Booking Retrieval Problems

Users report difficulties in accessing their bookings within the app, forcing them to rely on email confirmations, which is inconvenient and stressful. This issue indicates a need for improved booking management features.

I can't easily access many bookings in the app and have to dig through emails for proof of purchase.

Customer Service Inconsistencies

The app's customer service is criticized for providing inconsistent and unhelpful responses, particularly in resolving booking errors and refund requests. This inconsistency erodes user confidence and satisfaction.

Customer service was no help and provided a number to the operator that could not be reached.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Discount Code Issues

Price Discrepancies

Booking Sharing Limitations

Calendar Availability Errors

Booking Retrieval Problems

Customer Service Inconsistencies

Quotes of the week

Hear from some of the most impactful users to drive changes

I tried to book Louvre tickets for August 15. The calendar in the app showed that date as available, but once we paid, it switched the booking to August 24, when we were no longer in Paris. I tried to cancel the second I saw the wrong date, but the app said we would lose all our money. I contacted support and spoke to four different agents. Each gave me a different excuse, but no refund.

mbls9

I purchased tickets to the Louvre from Viator and one of the tickets turned out to be fraudulent. Viator was no help and said they 'per the tour’s terms and conditions… all sales are final'. However, they literally BROKE THE LAW and sold FRAUDULENT tickets. Customer service was no help and provided a number to the operator that could not be reached.

MNation123

I use this app all the time to discover and book tours, but it could be even better through a few engineering upgrades. First, is there a way to include a minimum number when filtering by ratings? Rationale: it’s great to see a 5 star review but I’m less confident if there are only 1-2 reviews total. Second, and more importantly, is there a way to share booking details between Viator accounts? For example, I’d like to share bookings with my wife so she also sees them in her app.

mtiefel

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Report Date

Viator Tours & Attractions

Top Insights This Week

Booking Discrepancies

Customer Service Issues

App Functionality Problems

Vendor Reliability

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

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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

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

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

Stay on top of your feedback with alerts