GetYourGuide: Travel & Tickets

User Experience Report

Week of April 21st, 2025

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GetYourGuide: Travel & Tickets

Top Insights This Week

Week of April 21st, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
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All Insights

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TOP INSIGHTS

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

1

Guide No-Show

A significant issue is guides not showing up for scheduled tours, causing frustration and wasted time for users. Approximately 5% of users report this problem, leading to negative experiences and difficulty in posting reviews.

I drove an hour for an excursion, but the guide never showed up, and I couldn't post a negative review.

2

Misleading Tour Details

Users often find that the tours do not match the descriptions provided, with hidden costs and unexpected changes. This affects around 7% of users, leading to dissatisfaction and feelings of being misled.

I paid for a tour expecting lunch and entry fees included, but had to pay extra for both.

3

Poor Customer Support

Many users experience inadequate customer support, especially when trying to resolve booking issues or obtain refunds. This affects about 6% of users, resulting in unresolved issues and financial losses.

I was double-charged for an event and couldn't get anyone to reverse one of the charges.

4

App Functionality Issues

Some users face technical difficulties with the app, such as problems with confirmation codes and accessing tickets, affecting approximately 4% of users and causing inconvenience during travel.

The app kept sending me email requests for a confirmation code, but it never worked.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

GetYourGuide: Travel & Tickets
GetYourGuide receives mixed feedback. Many users praise its ease of use, variety of tours, and helpful customer service. However, some users report issues with unexpected charges, misleading tour descriptions, and poor customer service experiences.

#2 RUNNER UP

Viator
Viator is generally well-received for its ease of booking and variety of options. Users appreciate the convenience and reliability of the app, though some have experienced issues with customer service and discrepancies in tour descriptions.

#3 Straggler

Klook
Klook is favored for its user-friendly interface and competitive pricing. Many users find it convenient for booking travel activities, though some have encountered problems with customer service and refund processes.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
GetYourGuide: Travel & Tickets
#1 Users Choice
GetYourGuide receives mixed feedback. Many users praise its ease of use, variety of tours, and helpful customer service. However, some users report issues with unexpected charges, misleading tour descriptions, and poor customer service experiences.
Viator
#2 Runner-up
Viator is generally well-received for its ease of booking and variety of options. Users appreciate the convenience and reliability of the app, though some have experienced issues with customer service and discrepancies in tour descriptions.
Klook
#3 Straggler
Klook is favored for its user-friendly interface and competitive pricing. Many users find it convenient for booking travel activities, though some have encountered problems with customer service and refund processes.

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Nuggets

Major Highlights of the Week

Guide No-Show
Customers experience frustration when tour guides fail to show up at the scheduled time, leading to missed experiences and wasted travel time. This issue highlights a gap in communication and reliability assurance from the service providers.
I drove an hour for an excursion, but the guide never showed up, and I couldn't post a negative review.
Misleading Pricing
Users feel deceived by unexpected additional charges during tours, which are not clearly communicated in the booking details. This lack of transparency in pricing undermines trust and satisfaction with the service.
App Usability Issues
The app's functionality is hindered by repetitive confirmation code requests and poor support, causing frustration during booking and check-in processes. This indicates a need for improved user interface and customer support integration.
The app repeatedly asked for a confirmation code, and chat support was unhelpful.
Inadequate Refund Policy
Customers are dissatisfied with the refund policy, especially when cancellations occur due to unforeseen circumstances like strikes or accidents. The current policy does not adequately address customer needs for flexibility and fairness.
I received only a 25% refund when a strike canceled my tour, which was beyond my control.
Data Privacy Concerns
Users are uncomfortable with the app's data-sharing prompts and feel coerced into providing personal information. This raises concerns about data privacy and the necessity of such requirements for accessing services.
I was forced to download the app and agree to data sharing just to access my voucher.
Poor Meeting Point Instructions
Customers struggle with vague or incorrect meeting point instructions, leading to confusion and delays. This issue suggests a need for clearer communication and better coordination with local service providers.
The meeting point was in a neighborhood unknown to taxi drivers, causing significant confusion.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Guide No-Show
Customers experience frustration when tour guides fail to show up at the scheduled time, leading to missed experiences and wasted travel time. This issue highlights a gap in communication and reliability assurance from the service providers.
Misleading Pricing
Users feel deceived by unexpected additional charges during tours, which are not clearly communicated in the booking details. This lack of transparency in pricing undermines trust and satisfaction with the service.
App Usability Issues
The app's functionality is hindered by repetitive confirmation code requests and poor support, causing frustration during booking and check-in processes. This indicates a need for improved user interface and customer support integration.
Inadequate Refund Policy
Customers are dissatisfied with the refund policy, especially when cancellations occur due to unforeseen circumstances like strikes or accidents. The current policy does not adequately address customer needs for flexibility and fairness.
Data Privacy Concerns
Users are uncomfortable with the app's data-sharing prompts and feel coerced into providing personal information. This raises concerns about data privacy and the necessity of such requirements for accessing services.
Poor Meeting Point Instructions
Customers struggle with vague or incorrect meeting point instructions, leading to confusion and delays. This issue suggests a need for clearer communication and better coordination with local service providers.

Quotes of the week

Hear from some of the most impactful users to drive changes

I used this app to book, but I was double-charged for an event. I can’t seem to get anyone to reverse one of the charges.
just sharing!
Week of April 21st, 2025
I booked an excursion and drove an hour and the guide never showed up. I have not been able to post a negative review so all the Reviews are trash.
JDADFD
Week of April 21st, 2025
This used to be my favorite tool for booking tours and tickets while traveling. Being able to message providers using the app was very convenient. In the recent past, many of the guides were direct users of the app. But now, in some countries, e.g., Japan, GetYourGuide listings are by companies who hire low cost labor to provide services. These people are not necessarily knowledgeable on local culture, history, or nature, and more like shuttles drivers than tour guides.
AppShark
Week of April 21st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I used this app to book, but I was double-charged for an event. I can’t seem to get anyone to reverse one of the charges.
Candice Wu
App Store
I booked an excursion and drove an hour and the guide never showed up. I have not been able to post a negative review so all the Reviews are trash.
Kelly Williams
Google Play
This used to be my favorite tool for booking tours and tickets while traveling. Being able to message providers using the app was very convenient. In the recent past, many of the guides were direct users of the app. But now, in some countries, e.g., Japan, GetYourGuide listings are by companies who hire low cost labor to provide services. These people are not necessarily knowledgeable on local culture, history, or nature, and more like shuttles drivers than tour guides.
Koray Okumus
Google Play

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