Viator Tours & Attractions

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 Viator Tours & Attractions's key feedback

Review Posting Issues

Some users are unable to post or see their reviews, which can be frustrating and may affect around 5% of users. This issue can lead to a lack of trust in the platform's transparency.

I tried to leave a review, but it never got posted.

Poor Customer Service

A significant number of users, approximately 10%, report dissatisfaction with customer service, especially when resolving booking errors or seeking refunds. This can lead to a negative perception of the app's reliability.

Customer service was unhelpful when I needed a refund for a booking error.

Booking Errors

Around 8% of users experience issues with incorrect booking times or dates, leading to missed tours and financial losses. This can cause frustration and a sense of being misled.

I booked a tour for 5:30, but it was actually at 5:00, and I missed it.

Currency and Payment Issues

Some users, about 4%, face problems with currency settings and payment processing, which can result in unexpected charges or complications with rewards. This can deter users from using the app for future bookings.

My payments and rewards were set in the wrong currency, causing confusion.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

GetYourGuide

GetYourGuide receives mixed feedback, with many users praising its variety of excursions, clear instructions, and reliable service. However, some users report issues with customer service and booking errors, leading to frustration and dissatisfaction.

#2 RUNNER UP

Viator Tours & Attractions

Viator Tours & Attractions garners a mix of positive and negative feedback. Users appreciate the app's ease of use, variety of tours, and reliable service, but some express frustration with customer service, booking errors, and app functionality issues.

#3 Straggler

Klook

Klook faces significant criticism for poor customer service, booking errors, and inflexible policies. While some users find the app convenient for booking travel experiences, many report issues with cancellations, refunds, and unexpected charges.

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Nuggets

Major Highlights of the Week

Review Posting Issues

Users are unable to post reviews of their experiences, or their reviews are not being published, which undermines the feedback loop essential for continuous improvement and customer trust.

I can't leave a review of my experience, and it won't be posted.

ADA Compliance Lapses

The app supports tour operators who fail to comply with ADA or disability accommodations, leading to dissatisfaction among users with accessibility needs.

Viator promotes operators who don't comply with ADA, and support was dismissive when I raised the issue.

Booking Date Errors

Errors in booking dates lead to significant financial losses for users, and customer support is perceived as unhelpful in resolving these issues, damaging customer trust.

I booked the wrong date and lost hundreds, and customer support was unhelpful.

App Integration Gaps

Users cannot add existing online bookings to the app, which limits the app's functionality as a comprehensive travel management tool.

I can't add my existing Viator bookings to the app, which is disappointing.

Currency Conversion Issues

Currency settings default to the location of the first booking, causing complications in subsequent transactions and rewards, with inadequate support to rectify the issue.

My payments and rewards are stuck in Mexican pesos, and support couldn't fix it.

Couple Account Limitations

The app lacks functionality for couples to share bookings across devices, hindering collaborative trip planning and reducing user satisfaction.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Review Posting Issues

Users are unable to post reviews of their experiences, or their reviews are not being published, which undermines the feedback loop essential for continuous improvement and customer trust.

ADA Compliance Lapses

The app supports tour operators who fail to comply with ADA or disability accommodations, leading to dissatisfaction among users with accessibility needs.

Booking Date Errors

Errors in booking dates lead to significant financial losses for users, and customer support is perceived as unhelpful in resolving these issues, damaging customer trust.

App Integration Gaps

Users cannot add existing online bookings to the app, which limits the app's functionality as a comprehensive travel management tool.

Currency Conversion Issues

Currency settings default to the location of the first booking, causing complications in subsequent transactions and rewards, with inadequate support to rectify the issue.

Couple Account Limitations

The app lacks functionality for couples to share bookings across devices, hindering collaborative trip planning and reducing user satisfaction.

Quotes of the week

Hear from some of the most impactful users to drive changes

I have existing Viator bookings made online that I’d like to add to the app but there is no way to do so since I didn’t book using the app. I’m just so disappointed in this simple and expected functionality being missing from the app.

Rex:Bibendi

I booked a tour through this app. The Tour company did not show up. It took hours of work and multiple phone calls and emails to Viator to get a refund. The worst part, we had one good sunny day this week to do this boat tour. I did not find the support from Viator helpful.

TooMuchJunk69

I recently realized that they are charging 25% more if we book through their application. This is very disappointing… and when I mentioned it to them, they just ignored the fact that this happened.

Youhanalouis

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

I recently realized that they are charging 25% more if we book through their application. This is very disappointing… and when I mentioned it to them, they just ignored the fact that this happened.

Koray Okumus

Google Play

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User Experience Report

Report Date

Viator Tours & Attractions

Top Insights This Week

Review Posting Issues

Poor Customer Service

Booking Errors

Currency and Payment Issues

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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

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