I booked a London Tour for myself and 2 friends using Viator.com. They subcontract to the local tour company, in this case, Evans Tours. I've used Viator in the past in different countries and never had a problem until I went to London. They didn't provide all the information when the tour was booked and they expected contact while we were on vacation!
We missed our tour so I quickly contacted Evans Tours and they had very poor customer service, as they were not willing to help in any way. I asked if there was any way to get on the tour that already started or to be switched to a different tour and I would pay any cost difference. The answer was "No" and "No".
I then asked for my money back as we were there during low/off season and I'm almost sure the entire bus was not full for a 3 hr tour in the middle of the week. Again, they responded "No".
I gave them every opportunity to provide me and my friends with a tour of London but they didn't care! They got paid and service didn't matter.
I contacted Viator, explained the situation, and they responded "No" as well.
Be aware of using this tour company if you are traveling overseas. I would choose someone else!
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