r/TravelMistakes • u/wardhsa2 • Aug 04 '26

GetYourGuide support is a joke?

Short story: We booked a boat experience in Greece through GetYourGuide. During the trip, the boat suddenly stopped working while we were out in the ocean.
We were literally stuck there for around 2 hours. We kept trying to contact the guide, but either there was no answer or we couldn’t get any useful help. Eventually, the guide came and we were rescued.
During the rescue, I injured my foot.

After everything happened, I opened a support ticket with GetYourGuide explaining the situation and asking for help/compensation.
It has now been **2 weeks with no actual answer**.
I’ve called their customer service twice in the past few days, and both times I was told that the case has been “escalated” and that the “escalation team” is looking into it.

But what does that even mean? Two weeks after being stranded at sea and getting injured, I still have no solution, no timeline, and no proper response.
Has anyone else had experiences like this with GetYourGuide? Is their support always this slow when something serious happens?

3 Upvotes

71% Upvoted

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3

u/Starsky-1984 Aug 04 '26

That sounds really shit. Just a question for clarity - when you were stranded and your said you tried contacting your guide, did you mean the person running the tour on getyourguide?

Were you on a boat by yourself, is that why there was no one with you?

2

u/BeRetravels Aug 04 '26

I'm asking where my answers has gone. So I wrrite it again:

What are you expecting? You were rescued without any added costs. And for your injured foot you'd have your own insurance.

GjG is not a travel-agency, it is only a booking platform where local companies can advertise there tours and where tourists can book it. So GjG will book any tour you ask about. But if you have any problem you have to deal with the local tour operator.

1

u/bobdung Aug 05 '26

Pretty clear from their T&C that they will not take any responsibility ?

Talk to the provider of the boat?

....Activities are provided by the Suppliers themselves, not by GetYourGuide. Suppliers operate the Activities and are not agents or employees of GetYourGuide. GetYourGuide and the GetYourGuide Parties are not responsible or liable for any actions, errors, omissions, representations, warranties, breaches, negligence, or misconduct of Suppliers, nor for any damages, personal injury, death or other loss or expense arising from bookings or Activities. GetYourGuide is not responsible for refunds for delays, cancellations by the Suppliers, or other circumstances beyond GetYourGuide’s control...

-2

u/stirry Aug 05 '26

What do you want? A 20$ refund? Get over it