I booked the Auschwitz-Birkenau tour with this company for March, and unfortunately, the experience began extremely poorly. I had to chase confirmation of the pick-up time, as this was not clearly communicated in advance, despite being referenced in your email.
Additionally, I was not provided with any details regarding the driver, such as their name, vehicle, or contact information, however other operators provided these. This became particularly problematic on the morning of the tour.
We were outside our apartment from 5:30am for a scheduled pick-up window of 5:35–5.50am. A taxi arrived and collected two other passengers further up the road. As we had no identifying details that had been provided, we were unsure if this was our driver. The vehicle then drove past us without stopping, despite us being clearly visible at the address provided.
With no direct contact number available (and the office being closed at that time), part of our group had to run up the road to confirm with the driver. Despite stating he had been “looking for us,” he had our exact address and made no clear attempt to stop and picked two other people up on the same road. Even after being flagged down, he began to drive off again until members of our group intervened.
This caused unnecessary stress and upset at the very start of what is a deeply important and sensitive experience. It is not acceptable that we had to run to secure our booked transport which we paid for, particularly given the early hour and lack of communication.
I would also like to raise concerns regarding your “skip-the-line entry” claim. We were required to wait approximately 45–50 minutes in the cold, which contradicts the advertised service. One member of our group has a heart condition, making this situation even more concerning.
Overall, we paid a significant amount for this experience and expected a far higher standard of organisation and care.
Following our attempt to raise these concerns directly with them, we were met with a dismissive attitude and suggestions of dishonesty on our part, which is entirely unacceptable. A driver leaving passengers behind, nearly forgetting others, and providing misleading information represents a serious failure in service.
Despite this, we were told that the driver was not in the wrong and that we “must” have provided an incorrect address — even though the same address has been used with other companies without issue.
We had hoped for some compassion and understanding, yet the only response we received was, “we did everything right.” This approach shows a lack of accountability and professionalism, and it has left us extremely disappointed. Approach with caution, I would not book with this company.
cherylbZ2993SE
24 Mar 2026
Our experience today with our driver Jagoda and private guide Anna was wonderful. Jagoda met us at our hotel promptly at 6.10 and after reminding us to bring our passports, drove us to Auschwitz chatting and showing us a video to set the scene. On arrival, Jagoda got our tickets into Auschwitz, introduced us to Anna and we walked through all the crowds waiting straight to security and within minutes were walking into the entrance tunnel with our guide….amazing. Ann’s was incredibly informed and her quiet respectful narrative was emotive (as you would expect) but despite the busy environment she skilfully took us around both sites in a way that made it seem like we were alone. Jagoda was there to meet us as we left Auschwitz and got us swiftly to Birkenau where Anna once more guided us around the site, again avoiding the crowds so that we could take everything in at our own pace, answering all our questions. Thank you for this most important trip and cannot recommend enough the private car and private guide
KrakowDirect - Scam!!!!
Travelled to Poland after booking our tour to Auschwitz with this company! Only reason to visit Poland was this tour.
Booked, paid and confirmed a month in advance only to find out upon arrival in Poland this company had not booked our tickets at all. Was made to queue for 3 hours to not gain entry to Auschwitz.
Paid €336.00 for pick up, no queues!!!
Extremely frustrating and disappointing!!!
After several phone calls to the office and emails we still have no response or communication from this company.
After looking into this and speaking with the lovely locals of Poland, this happens again and again via this company.
Avoid this company at all costs.
Plus the taxi fares are more than double you’d pay from any other local company including uber.