03 Apr 2024
Waiting at 5am for our transport to pick us up at the hotel to go to Heathrow airport. It was over 1 1/2 hour drive to the airport and our flight departed at 9am. Finally got in touch with Viator since the transport company did not answer their emergency number. Viator said they were picking us up at 7:30am! We would have arrived at the airport when our flight departed. Had to call a cab to come get us. Viator refuses to refund our money even though I had contacted the company prior to our departure with our departure time. We were in the lobby at 5am waiting as that is when I was told they would pick us up. Have used Viator while traveling in many countries but will not use them again as they do not stand up for the customer.