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Viator.com complaint

  • 11-04-2022 11:48am
    #1
    Mrletsdothis
    Registered Users, Registered Users 2 Posts: 62 ✭✭


    On March 30th this year, I purchased Camp-Nou F.C.Barcelona stadium tour tickets from the website www.viator.com

    I purchased tickets from this website several times before, and each time, after buying tickets to the experience, the tickets were emailed directly to me.

    However, after the purchase, tickets were never emailed to me on this occasion. Instead, I received a "voucher," which needed to be brought to a tour operator to exchange for the actual tickets.

    However, nowhere on the Viator website did it state that it would be a voucher sent after the purchase, not the actual tickets. Furthermore, it was not noted anywhere on the Viator website that the customer would need to travel to a tour operator's office (Julia Travel) to exchange the voucher for these tickets.

    My issue was that I was hours away from the tour operator's office after purchasing from Viator. Thus, I called the tour operator by phone ( Julia Travel), and they refused to email me the tickets; they stated I must collect them in person, which will also not be possible today. I asked why I could not collect in person, and they advised that the office was closing! Thus, I purchased tickets from Viator.com to go to the Barcelona stadium tour on March 30th at 16:45, and the tour operator where I had to go to exchange the voucher for the actual tickets was closed! So it was never even possible to get the tickets on this date.

    I contacted Viator travel, and they told me I needed to get a Refund from Julia travel. Then Julia travel sent me back to Viator, advising that Viator is responsible for the refund. It turns out that Viator needs to do the refund, and Viator has sent me an email now advising that the refund request has been denied. To me, this is clear fraud.

    Under the law,  I believe I'm entitled to be made aware of a cooling-off period on their website for a product or service, and I also never was at any stage. Nor was I made aware (at time of purchase)  I was paying for a voucher, and not the actual tickets. The purchase was made for an experience on March 30th, and as the tour operator was closed, I could not even go to the experience on this date. Due to this, I requested a refund, and Viator has denied the refund request.

    I made a video to demonstrate the purchase on their website to clearly show there is no mention of having to exchange a voucher or travel to a tour operator company:

    https://www.dropbox.com/s/m9aekxtacf3obgb/ViatorFraud.mp4?dl=0

    So my question here is for anyone in the know, how do I make a case/complaint against an online company? I emailed their management already and got nowhere. How would I now follow-up through legal channels if possible?

    Any advice is appreciated. Thanks in advance.



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