Viator: Top Travel Experiences 12+

Just used at Heathrow for flight to the USA. Separate VeriFLY queue took about 10 minutes; there were several hundred people in the standard check in queue and my guess is it what at least an hour plus. The app isn’t difficult, there a bit of data inputting required but most you can do well ahead of time and it’s not complicated. We had to do a covid test within 24 hrs of flying and even though our tester wasn’t a VeriFLY partner, manually uploading a photo of the certificate was fine and checked in an hour.

Don’t be put off by thinking it’s complicated, you really will be glad you did when you’re in the dedicated line watching the hundreds who aren’t inch forward.

The phone call I just had with a viator rep and also when dealing with customer service using your WhatsApp service was absolutely the poorest communication and the most unhelpful assistance. I explained my situation to Viator several times and at length. All I wanted to do was change my payment to a credit card not debit card. The solution took over an hour on WhatsApp telling me over and over that I should use their website ( even when I explained several times that the website was continually taking me back to the app, which was not allowing me to make the change in the first place). After an hour communicating on whatsapp and then another hour going back and forth for a solution on the customer service phone line, the rep indicated they would help by cancelling my booking on the app and rebooking it with a 5% discount. During that time and out of frustration I was able to go onto the Get Your Guide app, view the same tour at an even cheaper cost, and book using my credit card. Simple!
I would not want anyone else to go through with the difficulty of having to deal with unhelpful Viator customer service and the length of time it took to come up with a solution. If anyone has issues with payment of their activity, cancel it and use another company!!!

I booked a trip on Viator that clearly stated hotel pickup and drop off with no distance restriction, they even let me enter my hotel destination. When I received a message from the operator stating they would pick me up and a different hotel I contacted Viator support. They wrongly stated that the hotel on the booking was correct, even though I have screenshots showing my correct hotel is on the booking. They then said they couldn’t contact the tour operator as it was night, even though the tour operator was messaging me at the same time. They then stated that pickup was only available inside the city even though this wasn’t mentioned anywhere on the app. Viator falsely advertised this experience to secure the booking, without the real information being readily accessible on the app. Their support just jumps around the issue and did nothing to help. I will never use this app again, it will be Trip advisor for me from here on out. I would advise anyone reading this to avoid this company, they won’t help you if you.