Viator Tours & Attractions

User Experience Report

Week of April 2nd, 2025

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

Frequent Cancellations

A significant number of users experience frequent cancellations of their booked trips, often at the last minute, leading to frustration and distrust in the app's reliability. Approximately 20% of users report this issue.

I booked multiple trips, and most were canceled, making the app unreliable for planning.

Poor Customer Support

Users frequently report dissatisfaction with customer support, citing unhelpful responses and a lack of resolution for issues such as booking errors and technical problems. This affects around 15% of users.

Customer service was unhelpful when I was charged incorrectly and refused to resolve the issue.

Technical Glitches

The app suffers from technical issues, including problems with booking confirmations and accessing messages, which disrupts the user experience. Approximately 10% of users encounter these glitches.

I didn't receive confirmation emails and had to call support to get my tickets.

Discount Code Issues

Many users find that advertised discount codes do not work, leading to frustration and accusations of misleading promotions. This issue affects about 5% of users.

Discount codes from 10 to 50% on your site don't work, which feels like consumer fraud.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

GetYourGuide

GetYourGuide receives high praise for its user-friendly interface and reliable service, with many users appreciating the ease of booking and the variety of options available. However, some users report issues with customer service and occasional booking errors.

#2 RUNNER UP

Klook

Klook is well-regarded for its convenience and competitive pricing, with users frequently highlighting the app's ease of use and the availability of discounts. Nonetheless, there are complaints about customer service and refund processes, with some users experiencing issues with booking changes and cancellations.

#3 Straggler

Viator Tours & Attractions

Viator receives mixed feedback, with users appreciating the app's ease of use and variety of tour options. However, there are significant complaints about customer service, technical issues, and booking reliability, with some users experiencing last-minute cancellations and difficulties in obtaining refunds.

Nuggets

Major Highlights of the Week

Frequent Cancellations

Users experience frequent cancellations of booked trips, often at the last minute, leading to significant inconvenience and financial loss. This undermines trust in the app's reliability for travel planning.

I booked 4 trips, and 3 were canceled, making the app unreliable for booking.

Payment Discrepancies

There are issues with payment processing where users are charged incorrectly or for the wrong tours, and customer service fails to resolve these disputes effectively. This results in users being double-charged or paying for services they did not receive.

I paid for a Sagrada Familia tour but was charged for a different activity, and customer service was unhelpful.

Discount Code Failures

Discount codes advertised by Viator often do not work, leading to frustration and accusations of consumer fraud. This damages the app's credibility and user trust.

Discount codes from 10 to 50% on your site don’t work, which is consumer fraud.

Confirmation Email Issues

Users frequently do not receive confirmation emails for their bookings, necessitating calls to customer support to resolve what should be an automated process. This adds unnecessary friction to the user experience.

I didn’t get a confirmation email for my tickets and had to call support to receive it.

Pre-existing Booking Integration

The app lacks functionality for users to add pre-existing bookings to their accounts, causing confusion and limiting the app's utility for managing travel plans. This gap in functionality frustrates users who expect seamless integration.

There is no way to add a pre-existing booking to my account, making the app more trouble than it’s worth.

Technical Support Gaps

Users face significant challenges in contacting technical support, with issues like app errors and message loading failures going unresolved. This lack of support infrastructure leads to dissatisfaction and perceptions of poor customer service.

I couldn’t check messages on the app, and there was no way to contact tech support.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Frequent Cancellations

Payment Discrepancies

Discount Code Failures

Discount codes advertised by Viator often do not work, leading to frustration and accusations of consumer fraud. This damages the app's credibility and user trust.

Confirmation Email Issues

Pre-existing Booking Integration

Technical Support Gaps

Quotes of the week

Hear from some of the most impactful users to drive changes

I booked 4 total trips on this app and 3 out of 4 of our trips were cancelled. The companies on this app are unreliable, making this app unreliable for me to book trips with.

Yippiekyay

Week of April 2nd, 2025

Viator charges higher prices and offers fewer benefits compared to booking directly with the tour operator. When you reach out to their customer service, they make you go through tedious paperwork, adding unnecessary hassle to the process.

jCentral

Week of April 2nd, 2025

Viator was a great help navigating our way through Greece and Italy last year and looking forward to their experiences in London and Paris this year.

Steve the Nurse

Week of April 2nd, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

I booked 4 total trips on this app and 3 out of 4 of our trips were cancelled. The companies on this app are unreliable, making this app unreliable for me to book trips with.

Candice Wu

App Store

Kelly Williams

Google Play

Viator was a great help navigating our way through Greece and Italy last year and looking forward to their experiences in London and Paris this year.

Koray Okumus

Google Play

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User Experience Report

Viator Tours & Attractions

Top Insights This Week

Frequent Cancellations

Poor Customer Support

Technical Glitches

Discount Code Issues

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

Start your 14-day free trial

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