Recently I was on vacation to Italy with my family ..I booked a day trip from Milan to Lake Como and Lugano summer day trip online in My Tour in Italy website ..after couple of days i got a call from them saying there is no place in that tour and proposed Lake Como and Bellagio trip for which I confirmed ..But I was wondering how come after booking they say there is no slot available .. This was my first bitter experience with them .. And on the day of tour which is on 29th July based on the meeting point location given in the booking we were exactly on time ,but to my surprise no one was there .. I called the Customer care and they asked me to wait and will try to locate the guide .. after multiple calls they mentioned that the trip is changed from 8 am to 8.30 am so guide will be there soon .. i was just moving around that meeting point location checking with every other touring company , but no one was familiar about My Tour in Italy .. Further calls with Customer care , they mentioned that they couldn't locate the guide which frustrated me a lot .. Finally i mentioned to cancel the trip , as the time was already passed 8.30 am and asked for refund for which they confirmed that the refund will be made .. i also got a mail from them confirming that refund will be made so i thought though there was some confusion , they are professional to acknowledge the problem and attend customer with care .. I waited for few days , no refund and i started following up.. To my surprise they sent me a mail saying that after thorough investigation I was not there in the meeting point ( they shared some picture of a meeting point , not sure when this was taken ) and refund will not be made .. I sent several mail communication to show the proof of my dropping location ( Uber receipt, time etc ) , but they continued to send mails saying that refund will not be made .. This is so unprofessional .. They cannot make Customer suffer like this.. Even today I got a mail saying that I was not at the meeting point and nothing can be done .. I sent a pic of my family sitting just opposite to the meeting point and they say its not correct , i sent my uber receipt with the drop point exactly as mentioned in the booking , they dont care , when i called Customer care so many times when i was stranded and asked for guide contact , they did not share .. Why Customer care did not tell me to take a picture at the meeting point if the guide was not seen , why they confirmed that they will refund?
This is very unprofessional and i will never use them or recommend them to any of my family or friends .. I would still insist for a refund from them and will continue my protest ..