Many 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. Example: 'I booked 4 trips, and 3 were canceled, making the app unreliable for bookings.'

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

Users often face unhelpful customer service, especially when dealing with booking errors or cancellations, leaving them without resolutions. This affects about 15% of users. Example: 'Viator blamed the local company for a booking error and refused to help.'

Viator blamed the local company for a booking error and refused to help.

The app has technical glitches, such as login loops and message loading failures, which hinder users from accessing their bookings or contacting operators. Around 10% of users encounter these problems. Example: 'The app's login process is a frustrating loop, preventing access to my bookings.'

The app's login process is a frustrating loop, preventing access to my bookings.

Users report issues with advertised discounts not being honored and higher prices compared to direct bookings, leading to dissatisfaction. This issue affects about 8% of users. Example: 'Advertised discount rates aren't honored, making it better to use other apps.'

Advertised discount rates aren't honored, making it better to use other apps.