GetYourGuide: Travel & Tickets

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.

Highlights trends and insights

Helps you understand what matters most

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TOP INSIGHTS

A weekly roundup of GetYourGuide: Travel & Tickets's key feedback

Booking Errors

Some users experience issues with bookings not appearing in the app or being scheduled incorrectly, affecting approximately 10% of users. This leads to missed activities and a lack of support from customer service to resolve these issues.

A booking never showed up in the app, and customer service refused to refund despite their app's error.

Refund and Cancellation Issues

Users report difficulties in obtaining refunds or making cancellations, even when the app's policies suggest flexibility. This affects around 8% of users, leading to frustration and financial loss.

I was promised a refund for a hot air balloon ride but only received a gift code I can't use.

Customer Service Problems

There are complaints about unhelpful or slow customer service, which affects about 7% of users. This results in unresolved issues and dissatisfaction with the service.

Customer service was unhelpful and wasted my time, leading to a missed tour.

Misleading Tour Descriptions

Some users find that tour descriptions are misleading or incomplete, affecting approximately 5% of users. This results in unmet expectations and disappointment with the experiences.

The tour description falsely suggested early entry, but we entered with a large crowd.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Viator

Viator receives mixed feedback, with many users praising its ease of use, variety of options, and reliable service. However, some users report issues with customer service, currency settings, and booking errors, leading to frustration and dissatisfaction.

#2 RUNNER UP

GetYourGuide: Travel & Tickets

GetYourGuide has a mix of positive and negative reviews. Users appreciate the variety of excursions and the convenience of booking without immediate payment, but there are frequent complaints about poor customer service, booking errors, and issues with refunds, which have led to dissatisfaction for some customers.

#3 Straggler

Klook

Klook is criticized for poor customer service, booking errors, and inflexible refund policies, leading to significant user frustration. While some users find the app convenient for booking experiences, many others report issues with cancellations, unexpected charges, and lack of support, resulting in a largely negative perception.

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Nuggets

Major Highlights of the Week

Code Entry Issues

Users experience difficulties entering discount codes, as the app redirects them to email verification instead of applying the code. This disrupts the booking process and leads to frustration.

I tried to use a discount code, but the app kept redirecting me to verify my email instead.

Unauthorized Charges

There are instances where users report being charged without their consent, leading to distrust and dissatisfaction with the payment process. This issue raises concerns about the app's billing transparency and security.

The app took money from my account without my permission, which is unacceptable.

Privacy Concerns

Booking a tour resets notification preferences, leading to unwanted marketing emails, which users find intrusive and burdensome. This practice violates user privacy expectations and can deter future use.

Every booking resets my notification settings, flooding me with marketing emails I didn't want.

Booking Visibility Failures

Some bookings fail to appear in the app, causing confusion and missed activities, with users unable to cancel or modify plans due to this visibility issue. This undermines trust in the app's reliability.

A booking didn't show up in the app, and I couldn't cancel it, ruining my plans.

Misleading Tour Descriptions

Tour descriptions sometimes omit critical details, leading to unmet expectations and dissatisfaction when key attractions are not included. This miscommunication affects user trust and satisfaction.

The tour description didn't mention that entry to St. Peter's Basilica wasn't included, which was the main reason I booked.

Customer Service Shortcomings

Users report inadequate customer service, with issues like unhelpful responses and unresolved problems, leading to frustration and a negative perception of the brand. This highlights a need for improved support systems.

Customer service was unhelpful and didn't resolve my issue, wasting my time.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Code Entry Issues

Users experience difficulties entering discount codes, as the app redirects them to email verification instead of applying the code. This disrupts the booking process and leads to frustration.

Unauthorized Charges

Privacy Concerns

Booking Visibility Failures

Misleading Tour Descriptions

Tour descriptions sometimes omit critical details, leading to unmet expectations and dissatisfaction when key attractions are not included. This miscommunication affects user trust and satisfaction.

Customer Service Shortcomings

Quotes of the week

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I have used this app to book tours and excursions in 5+ countries and I have never had a bad experience.

Erinlikeaboss

I tried to book a tour and had the most unpleasant experience. My tour was cancelled, so I contacted the customer service chat. They said they rescheduled my trip for 15 minutes later, which was fine, but then it was cancelled again. I tried the chat again and they rescheduled my tour for 30 minutes before my original time, and they assured me that, this time, it would be fixed. It wasn’t fixed and now there were no more tours available for the entire time I was there. They wasted my time and made it so I couldn’t do this tour. They were not helpful and did not even offer me anything for my trouble. I was on the chat with them for over 2 hours, absolutely horrible customer service. I won’t use this app again.

captaingrant

GetYourGuide offers an excellent variety of excursions for any location you’re visiting. They allow you to book without making immediate payment, and their instructions and refund policies are clearly stated. I planned several excursions with GYG for a recent trip to London and Norway, and all the billing was correct. I did cancel one booked excursion due to bad weather, but since I did it more than 24 hours prior to its start, I got a full refund. The follow through and directions to all the meeting locations were excellent.

mmpr

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The quotes of the week

Hear from some of the most impactful users to drive changes

I have used this app to book tours and excursions in 5+ countries and I have never had a bad experience.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

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GetYourGuide: Travel & Tickets

Top Insights This Week

Booking Errors

Refund and Cancellation Issues

Customer Service Problems

Misleading Tour Descriptions

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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

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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

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