Customer Reviews (500)

JDADFD • 2025-03-28T18:09:46-07:00

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.

Isgudu • 2025-03-28T16:17:38-07:00

Great deals on activities and very helpful customer service

AppShark • 2025-03-27T10:12:28-07:00

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. They also don’t have access to the GetYourGuide app and can only message customers using WhatsUp. So if you notice that the description of the activity mentions that you can communicate with your guide using a third party messaging app, consider choosing a different provider. After many years of having great experiences with GetYourGuide providers, we had two very negative experiences in two different countries within the past year and found out the hard way that GetYourGuide doesn’t really provide full or partial refunds when the provider fails to deliver what is promised in their listing. In the last incident, the provider did not contact us to confirm the pickup, showed up with a different vehicle than what was described in the listing, took us to only two of the five attractions, and threw a tamper tantrum when he tried to force us leave him positive feedback in the middle of our tour.

Summary of Key Insights

The GetYourGuide app receives mixed reviews. While a significant portion of users report positive experiences, particularly regarding ease of use and the variety of tour options, a substantial number of users express frustration with customer service, booking issues, and misleading information. There's a clear divide between users who have smooth, successful bookings and those who encounter problems, leading to strong negative sentiment in some cases. The app's success seems heavily reliant on the quality of the individual tour operators, leading to inconsistent experiences.

Key Strengths:

  • Ease of booking and navigation.
  • Wide variety of tour options and destinations.
  • Convenient access to tickets and booking information.
  • Some users report excellent customer service experiences.

Key Weaknesses:

  • Inconsistent customer service quality, with many complaints about unresponsiveness, unhelpful support, and difficulty obtaining refunds.
  • Booking and voucher issues, including cancellations, incorrect tour dates/times, and difficulties accessing tickets.
  • Misleading or inaccurate tour information, leading to unmet expectations.
  • App instability and login problems for some users.

Overall Sentiment: Mixed. The score distribution shows a polarization, with a high number of both 5-star and 1-star reviews.

Quantitative Metrics:

  • Overall Rating: Based on the star distribution, the average rating is approximately 3.9 stars (weighted average).
  • Score Distribution:
    • 5-star: 65.6% (328/500)
    • 4-star: 2.2% (11/500)
    • 3-star: 2% (10/500)
    • 2-star: 2.8% (14/500)
    • 1-star: 27.4% (137/500)

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but based on the review dates, it appears to be a recent snapshot (late 2023-2024).
  • Analysis Methods:
    • Sentiment Analysis: Qualitative assessment based on review text.
    • Keyword Extraction: Identification of frequently mentioned terms and issues.
    • Categorization: Grouping reviews based on common themes (e.g., customer service, booking problems).

Key User Pain Points

  • Poor Customer Service: This is the most prominent complaint. Users report:
    • Unresponsiveness and long wait times.
    • Unhelpful or automated responses.
    • Difficulty obtaining refunds, even when tours are canceled or misrepresented.
    • Inability to resolve issues effectively.
  • Booking and Voucher Issues:
    • Cancellations without proper notification or explanation.
    • Incorrect tour dates or times assigned.
    • Difficulties accessing or downloading tickets.
    • Vouchers not working or being invalid.
    • Double charges and billing errors.
  • Misleading or Inaccurate Tour Information:
    • Tour descriptions not matching the actual experience.
    • Hidden fees or requirements.
    • Inaccurate representations of tour content or duration.
  • App Functionality Issues:
    • Login problems and app instability.
    • Difficulties adding or importing bookings.
    • Problems with notification settings.
    • Inability to change account details (e.g., email address).
  • Quality Control of Tour Operators:
    • Guides not showing up.
    • Poorly trained or unknowledgeable guides.
    • Tour operators overselling tickets.
    • Inconsistent tour quality.

Frequently Requested Features

  • Improved Customer Service: More responsive, helpful, and human support.
  • Easier Refund Process: Streamlined and transparent refund policies.
  • Better Communication: Clearer and more timely notifications about booking changes or cancellations.
  • Improved App Stability and Functionality: Bug fixes, login improvements, and enhanced voucher management.
  • Ability to Add Bookings Manually: An option to enter booking references directly in the app.
  • Option to Edit Past Reviews: Ability to modify or update existing reviews.
  • Currency Conversion: A more reliable and user-friendly currency conversion feature.
  • Clearer Tour Descriptions: More accurate and detailed information about tour content, duration, and requirements.
  • Direct Communication with Tour Guides: Enhanced in-app messaging features for direct contact with tour providers.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to navigate and book tours.
  • Wide Selection of Tours: The app offers a vast selection of tours and activities in various destinations.
  • Convenience: The app provides a convenient way to access tickets and booking information in one place.
  • Good Deals: Some users report finding good deals and competitive prices.
  • Helpful Guides: Many users praise the knowledge and enthusiasm of the tour guides.
  • Skip-the-Line Access: Some tours offer skip-the-line access, saving users time.
  • Offline Ticket Access: The ability to access tickets offline is appreciated.

Prioritized Action Recommendations

High Priority:

  • Improve Customer Service:
    • Implement a more responsive and helpful customer support system with shorter wait times.
    • Provide better training to customer service representatives to handle common issues effectively.
    • Develop a clear and transparent refund policy with faster processing times.
    • Offer multiple channels for customer support (e.g., phone, email, chat).
  • Address Booking and Voucher Issues:
    • Implement stricter quality control measures for tour operators to ensure accurate booking information and reliable service.
    • Improve the notification system to provide timely updates about booking changes or cancellations.
    • Enhance the voucher management system to ensure tickets are accessible and valid.
    • Investigate and resolve double-charging and billing errors promptly.
  • Ensure Accurate Tour Information:
    • Review and update tour descriptions to ensure accuracy and completeness.
    • Clearly communicate any hidden fees or requirements upfront.
    • Implement a system for verifying tour information with tour operators regularly.

Medium Priority:

  • Enhance App Functionality:
    • Fix login problems and improve app stability.
    • Implement a feature to add bookings manually using booking references.
    • Improve the notification settings to allow users to customize notifications effectively.
    • Address issues with changing account details (e.g., email address).
  • Improve Tour Operator Quality Control:
    • Implement a rating and review system for tour operators to incentivize quality service.
    • Establish clear standards for tour guide training and knowledge.
    • Monitor tour operator performance and address any issues promptly.

Low Priority:

  • Implement a feature to edit past reviews.
  • Improve the currency conversion feature.

Opportunities for Startup Ideas

  • Tour Operator Certification Program: A program that certifies tour operators based on quality, reliability, and customer service standards. This could provide users with more confidence when booking tours.
  • AI-Powered Tour Recommendation Engine: An AI-powered engine that recommends tours based on user preferences, travel dates, and budget, while also considering real-time availability and reviews.
  • Dynamic Pricing Comparison: A feature that compares prices for the same tour across different platforms to ensure users get the best deal.
  • Automated Refund Dispute System: A system that automates the refund dispute process, making it easier for users to obtain refunds when issues arise.

Trends and Observations

  • Polarization of Reviews: A significant number of users either have excellent experiences or very negative ones, suggesting inconsistency in service quality.
  • Customer Service as a Key Differentiator: Positive reviews often highlight exceptional customer service, while negative reviews frequently cite poor support as a major issue.
  • Impact of Individual Tour Operators: The quality of the tour experience is heavily dependent on the individual tour operator, leading to variability in user satisfaction.
  • Importance of Clear Communication: Users value clear and timely communication about booking changes, cancellations, and other important information.
  • Tech Issues Impacting User Experience: App instability, login problems, and voucher issues can significantly detract from the user experience.

Conclusion

The GetYourGuide app has the potential to be a valuable tool for travelers, but it needs to address key weaknesses, particularly regarding customer service, booking issues, and tour information accuracy. Prioritizing improvements in these areas will enhance user satisfaction and build trust in the platform. While many users report positive experiences, the significant number of negative reviews indicates that there is considerable room for improvement. Focusing on consistency and reliability will be crucial for the app's long-term success.

Overall Recommendation: GetYourGuide should prioritize addressing the high-priority action recommendations to improve customer satisfaction and build a more reliable and trustworthy platform.

Original App Link

https://apps.apple.com/us/app/getyourguide-travel-tickets/id705079381?uo=2