I was asked to pay an additional USD30 while waiting for my luggage and clearing customs which took 45 mins. When the booking was made, it was stated that additional charges apply for waiting time beyond an hour. I had no choice but I agreed to pay and when I asked for a receipt, the driver said he wood send me one via WhatsApp, it did not come. When I wrote to Viator to give my feedback, they took more than a week to reply and said since I agreed to pay the additional charges, they will not give me the refund. I have not asked for refunds, but asked for a receipt which they did not provide as well. I do not recommend you to book your transport with Viator. It is cheaper to take a Grab in the US.
Response from Host
Oct 2022
Dear Customer,
We are sorry and we apologize for any inconvenience. Please provide us your trip details , via our website and choose the Customer Care tab. We will look into your claim, and we'll reply and take action, as required.
Sincerely, Carmel team.