Menu
Login
Dear Sir/Madam
Please see the message below that I sent to who I believed to be your CEO. I am bvery upset by the failure to understand the problem I have raised with you. As you will see until I receive a response to my email, I am unable to book other tours. I arrive in Italy on 7 October and need to book my trips before I leave.
I look forward to hearing from you by return.
Yours faithfully
Deborah Franks
On Wed, 4 Oct 2023, 22:43 Deborah Franks, wrote:
Dear Sir
Please see below. This was a mistake. The booking was for next Wednesday but it was a genuine error. I had intended to book other tours whilst I was there, but the attitude shown does not show that there is a policy that takes into consideration the fact that I have been ill and am suffering from brain fog. I trust that you will reconsider this matter and rearrange the same trip for 11 October, wirhout me having to pay twice, when I am actually in Italy.
I look forward to hearing from you.
Yours faithfully
Deborah Franks
---------- Forwarded message ---------
From: Deborah Franks
Date: Wed, 4 Oct 2023, 22:36
Subject: Re: Refund Request - Viator Booking BR-[protected] [ ref:_00Dd0gJSL._5006T2JzCKB:ref ]
To: Customer Care [Viator]
That is very unfortunate as I was going to Re-book and make other bookings. Your customer service is such that this has made this unlikely and I will have to raise this with your CEO and report this on Trip Advisor. I have been ill and this was as a result of brain fog. I am very disappointed with this decision. I
On Wed, 4 Oct 2023, 22:25 Customer Care [Viator], wrote:
Hi Deborah,
Thank you for your patience.
We regret to hear about the circumstances surrounding your refund request. Viator strives to make every attempt to address our customers' concerns.
Unfortunately, at this time we are unable to offer a refund.
We apologize that you were not able to fulfill your travel plans, and hope that we may be of service to you in your future travels.
Regards,
Jomilee Shaira
Viator Customer Service
ref:_00Dd0gJSL._5006T2JzCKB:ref
Desired outcome: Refund to allow me to re-book the same trip for 11 October
