Viator Tours & 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 tour with the app the other day and it was cancelled twice by the tour guide which I can understand is out of viator’s control. However, after offering to help, they found me a similar experience but with a different company at 3 times the cost. Fine. However, they then go on to send me a link to complete the booking which when I clicked on said there is no longer availability. It seems absurd that they couldn’t block out the booking for just a few minutes while I was checking out especially after they reassured me it would work. When I went back to message the operator, I was redirected to a new operator who rather than going through the past messages asked me the same questions once again and proceeded to tell me this happens and they can’t do anything about it. I think Viator needs to have a better booking system and have guaranteed confirmation that the bookings made happen, and in the instances they don’t, when they help you, the link to payment actually works.