Terrible experience booking here. Better use Klook.
Universal Studios Japan 1 Day Pass | feb 2020
We’ve booked using Viator as first time customer because we thought it’s a reputable brand under TripAdvisor. Our friends insisted that we book using Klook because they had a previous bad experience but being a previous TripAdvisor employee I loved the TripAdvisor brand and want to support it.
We made the payment and all in advance and was hoping everything went well. We even had the email confirmation of payment and also downloaded the Viator app. A day prior to the Universal Studios schedule, we were checking our email on the supposed voucher/E-tickets that never arrived. We called the customer support hotline and spoke first to “Rain” and was put on hold for about 20 minutes and was promised the E-tickets. However upon checking on the actual day, we still have not received it.
So today we called the Customer Hotline again and spoke to Alex, who was extremely helpful. He made sure we received the tickets. However we were still on hold for more than 30 minutes under the cold winter waiting for the tickets to be sent which was supposedly sent way in advance.
We’ve incurred more roaming fees than the cost of the ticket calling the Customer Support twice and should have either listened to my friends and booked on Klook or booked direct.
We made our JR Pass rail bookings on Klook this trip as well and We never had any issues.
Escalated this to their higher management but no reply. Got ignored. ... läs mer