Complaints

• Initial Complaint

  06/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid $139~ on each ticket for the ***************************. Bought two tickets. Website was misleading, the general admission was the same package except for the option for transportation, which we did not receive and paid for. The business claims they explained it fine, and that we just didnt read the website. Spoke to three separate people connected to headout and none were willing to resolve anything. Would only like a refund on the part of the package we did not receive.

  Business response

  06/24/2022

  **** *** **** ************************ ********* ******** ****** ******** ****** ** ************************************************************************ ***** ****** ************** ***** *** ************************************************ ********* **** ******** *********** *** *********************************** **********
  
  Dear Maam/Sir,
  
  This is in response to your notice dated June 03, 2022 and June 17, 2022 (Notice), issued in reference to the Complaint raised by the Consumer.
  
  FACTS:
  Please note that on June 01, 2022 the Consumer admittedly booked two tickets for a general tour for *************************** (Tour) through our website i.e. *************** (Platform). The Consumer paid a total amount of USD 278 for the said booking i.e. USD 139 for each ticket. The tour was scheduled for June 02, 2022 (Tour Date). 
  
  The inclusions (Inclusions) for the Tour booked were as follows:
  Round-trip transportation from the *******, *********, and **************** areas
  General Admission to the *******************************************
  Free time to explore the complex
  Professional guide/driver
  
  As per the alleged claim of the Consumer, the Platform was misleading, as the category of tickets booked by him versus the other category of tickets (where only a general admission ticket to *************************** is provided) had only one difference i.e. transportation, which was not received nor paid for by the Consumer. Basis the alleged claim the Consumer is asking for a refund of the services not received by the Consumer.
  
  HEADOUTs RESPONSE:
  Before submitting a response on the factual front, it is first important to understand the role of Headout in such bookings. Headout operates on a marketplace model, wherein they provide the Platform where different service providers list different travel experiences that they sell in different countries. Headouts Platform acts as a bridge between the end consumer and the concerned service provider, where an end consumer connects with the preferred service provider. Once the end consumer finalizes the experience it needs to book, Headout simply issues a ticket against such booking.
  
  Accordingly, in this case also the Consumer used Headouts Platform to book the Tour provided by the concerned service provider i.e. ***************************. Headout on receiving such a booking request also provided a confirmed ticket to the Consumer. However, as claimed by the Consumer he did not receive the services of transportation as promised with the tickets. Hence, this Complaint.
  
  In this regard, without raising any question on the integrity of the Consumer, we would like to mention that the Consumer hasnt put forth the correct or rather complete facts before the Better Business Bureau. Please take a note that the Consumer was fully aware that the category of Tour tickets booked by him had the transportations services included in it. However, he chose to travel to *************************** in his personal vehicle. The same is evident from the chat screenshot available with Headout. The chat screenshots are hereby submitted with this response.
  
  Headout is a Platform that always believes in being transparent to all its customers by providing all the relevant details regarding any experience chosen by the customer. Accordingly, in this case as well, Headout clearly showed the Inclusions well in advance even before the tickets were booked on its Platform by the Consumer. Infact, the confirmation email/ticket shared with the Consumer also specifically mentioned the Inclusions under the Tour booked by him. A screenshot from the website showing each of the inclusions is hereby submitted with this response.    
  
  If the Consumer was desirous of booking a tour without transportation tickets he should have booked the appropriate option available on Headouts Platform i.e. *************************** 1-Day Admission Skip the Line Tickets. This category of ticket comes with a regular entry ticket to *************************** and doesnt have any inclusion around transportation.
  
  Nevertheless, Headout being a customer-************* and considering this as an exceptional case processed a credit refund of USD 60 with an exceptional lifetime validity to the Consumers Headout Wallet. The details of the refund processed by Headout are attached herein with this email for your reference. Thus, to summarize there was no fault at the end of Headout and despite that Headout processed a credit refund of USD 60 to Consumers Headout Wallet that can be used by the Consumer in any future bookings.
  
  Considering the aforesaid we request you to formally close the above-referred complaint and keep Headout discharged from any liability. In case if any other additional information is required from our end, please feel free to respond or connect with the undersigned on the contact details provided.
  
  Sincerely yours,
  
  
  *********************
  Legal Department
  Headout
  Mobile Number: **************

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  At April 10, I made an order online for a tour for Colosseo in ***** in April 14, 10:35 am. It is 64 euro. We were there on time but nobody took care of us. We waited and waited until 12pm. Finally the guide told us they can't take us with them and asked us to leave and promised to refund later. I called the service hotline right now to complain about these unpleasant experience and asked for a refund. After I back from and I wrote email about this and the company responded that they will only refund 10 euro. That's what they can do. I contacted several time for this. I deserve 100% refund. But they refused without solid reason. It was not me cancel the trip.It was they did not provide me the service I book. Since it is a US company.I am here to seek for help. Thank you.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Our group was denied entry inside the *************************** . I have spoke to the customer agent to ask for a refund . The agent denied my request and did not give me option . I did not received any service so I am filing this complaint to refund my money .

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩