Poor customer service (High severity, 55% frequency)
"The worst customer service. They are always so difficult with attitude every time I need help."
Opportunity Score: 75/100 | 453 reviews analyzed
The predominant insight from analyzing all 453 negative reviews in the Trip Planner category reveals a significant dissatisfaction with customer service and account management issues, accounting for 55% of the complaints. This includes problems like account sign-in difficulties and poor customer support responses. Another critical insight is the frequency of complaints about unreliable service, such as last-minute cancellations and inaccurate bookings, which appear in 47% of reviews. Users are also frustrated with pricing discrepancies and hidden fees, mentioned in 38% of reviews. The clearest opportunity lies in improving customer support mechanisms and providing transparent pricing, as these are the areas with the highest dissatisfaction levels.
"The worst customer service. They are always so difficult with attitude every time I need help."
"I couldn’t even sign in due to 'failed email verification' even though I was clearly clicking my email."
"NEVER USE THIS APP. Bought a tour weeks ahead of my trip in 30min before the tour they said it was sold out."
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