'Fradulent' Viator Tickets and No One Wants to Refund Me

knobbs on 23/02/2022 - 23:45
Last edited 24/02/2022 - 10:56 by 1 other user

I bought 2x tickets via Viator during December last year to visit Lone Pine Sanctuary.

Upon getting to the gate in Lone Pine I was told I had bought fraudulent tickets from Viator and they do not have permission to sell them, Lone Pine had already requested Viator to stop selling them. I talk with Viator chat the day after requesting a refund as they weren't sure how I actually purchased the tickets because 'they weren't selling them', but they can see my booking. Told should be sent in 3 business days.

Wait a month and no response so raise a PayPal case, Viator don't respond at all in PayPal but email me from their chargeback email asking for what am I doing. I explain the situation and never hear from them again. Wait another 2-3 weeks still no response in PayPal so time is up and I can raise the issue to PayPal. About a week later PayPal close the case saying I didn't supply evidence and now can't reopen it.

Tried going back to Viator but they say because I have raised a chargeback let the bank deal with it, or their chargeback team. From the 3 emails I have sent to the chargeback team I have got 0 responses.

Tried contacting Lone Pine to give me an email or something stating I bought a fraudulent ticket but they can't help. "Unfortunately as this booking was made via a 3rd party there isn't much we can do to assist. The below booking numbers below are not a Lone Pine ticket number and as such we cannot look into this matter."

The tickets were only $84 so I have spent WAY more time on this than I should but it is the principal and I want my dam money back Viator. What are my next steps if any guys? I think I can raise a chargeback with my CC card but then my PayPal account will be closed and possibly bank account charged with the chargeback from my bank.

Is there something similar to an ACCC or fair trading I can talk to?

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Comments

  • Hybroid on 23/02/2022 - 23:51
    +1

    https://www.qcat.qld.gov.au I suppose. Good luck, seems quite messy and frustrating.

  • holdenmg on 23/02/2022 - 23:52

    Hi, I could see this:
    https://www.viator.com/Brisbane-attractions/Lone-Pine-Koala-… on Viator.

    Is that what you booked?

    • knobbs on 24/02/2022 - 15:42

      Not that one, I bought just admission tickets.

  • markathome on 24/02/2022 - 00:42
    +4

    I'd avoid using the word fraudulent even if it was what was said to you. It's sensationalist.

    Just say you went on the date on your ticket. You were told by the staff member that Viator was not authorised to sell you those tickets and she refused you entry. You are now seeking the money back. Provide the e-mailed tickets and any other evidence that shows you attended (though I appreciate you might not have any for the latter). It should be a pretty straightforward case.

    Viator, is an activity company, and I've had issues with Klook before. The reality is these tickets don't always work out as you expect and, based on the number of Klook vouchers I've presented that surprised people, it would appear not that many people bargain hunt on activity tickets. I think the more ordinary you make the experience sound, the more likely the bank will just wave it through. Even if you do make a big deal about the tickets being "fraudulent", I suspect you'll probably still get your refund.

    • knobbs on 24/02/2022 - 15:43

      Yeah Klook have been really good to me with anything like that. Got refunded new purchase price and given $100 in points.
      Guess I will try bank chargeback, does PayPal disable my account then?

  • screensaver on 24/02/2022 - 06:49
    -3

    Do reviews immediately on viator and the sanctuary and call the financial ombudsman about paypal

    • screensaver on 24/02/2022 - 06:53

      there is also trustpilot reviews etc

  • AndyC1 on 24/02/2022 - 07:58
    +4

    CC chargeback.

    • knobbs on 24/02/2022 - 15:44

      What happens with my PayPal account though?

  • thatonethere on 24/02/2022 - 08:07

    When buying tickets to overseas places via third parties I always try to check with the facilty you (a) need a ticket (b) the price is correct sometimes cheaper to buy direct (c) they are authorised to sell a ticket.

    You can try thr AFCA if thr bank/PayPal is being difficult. They may refund out of "goodwill" once you start an AFCA complaint.

  • Muzeeb on 24/02/2022 - 09:01

    Why didn't you just purchase the tickets at the gate?

    1. It guarantees you entry
    2. All of your money goes to the sanctuary
    3. You don't need to seek advise advice from ozbargain
    4. You don't need to be reamed by PayPal®
    • RM on 24/02/2022 - 09:32
      +2

      Same reason why people book flights, hotels, movie tickets etc ahead of time

      • Muzeeb on 24/02/2022 - 09:44

        That makes sense. Cheers

    • knobbs on 24/02/2022 - 15:41
      +1

      It was cheaper than paying at the gate? Isn't that what we do at Ozbargain, pay less than retail

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