Thursday, April 28, 2022, 4 of us were booked on the Eiger and Jungfrau Panorama Day trip from Lucerne. Booking reference BR-852432478, Tour operator: Hans Meier.
Our “tour guide” was Kid.
From the very beginning, we had a difficult time understanding him as he spoke very rapidly.
Unbeknownst to us, from the description on the web-site,when we booked this trip, we did not realize that after we got off the bus, it would be a self-guided tour. The majority of the people on the bus were continuing the tour as a guided tour.
Kid came to where our group was seated on the bus and proceeded to rapidly explain and position the map of the train route to ONE member of our group. When I asked him to show it to me as well, he handed me a map and AGAIN only explained the route and stops to one member, while the rest of us could not see or understand what he was saying.
After an hour or so, he returned to our group to inform us that the train would not be stopping at the 4 villages we had anticipated, due to a “problem” that was not explained to us.
Instead, we were only passing 2 stops that were strictly for skiers, with no villages to walk around, and ending in Kleine Scheidegg.
While we understood that the train situation was not the fault of VIATOR, we expressed our disappointment and asked if we could be included with the other group. Kid rudely replied” only if you pay an additional $120”.
We again stated that WE were not getting the full trip that we had paid for and asked him to contact his supervisor to see if we could be added to the other group, he said “contact VIATOR” and walked away.
He did absolutely NOTHING to offer any other options and had no compassion or concern for our situation.
If you read the reviews on Viator’s website, you will see that others had the same experience with this guide.
Scenery was breathtaking but Viator’s customer service was terrible. I contacted VIATOR with my concerns and received no response.
