I have received the worst service from Viator, I had booked a private transfer from Rio airport on 5th January 2019. Upon arrival there was no one to pick us up despite this been paid for, I waited for around 30minutes and tried to ring to tour company Viator use to provide this service, there was no answer, I think rang Viator from my UK phone to an American number as I had no choice other than to do this. I spoke with a guy from Viator who assured me I should wait in the arrivals and someone would be coming To collect me. An hour and 30minutes later still no one came I rang again and spoke with a lady who kept me On hold over 25 minutes to tell me she couldn’t get in touch with the tour company and I would have to just get a taxi and they would refund me. To add to this terrible service I had waited all this time, the lady on the phone said she would reimburse me for the additional Taxi and pay the costs towards me phone bill I incurred because of having to ring them (this cost is £45 for the phone bill) she said I just needed to fill out an email and send evidence of these costs, when I sent this I received a reply informing me they would not be reimbursing anything and “this decision is final” I am disgusted in this service and will NEVER use this service again! If anyone has used them before and maybe has any ideas of how I can try and get this reimbursement please can you give me some advice as I am determined to try and get this money back for my phone bill. I have now emailed them the evidence of the phone call costs from my phone bill and they are still refusing to pay anything despite the phone bill being their fault. They even said in their last email they have already offered me a £25 voucher to use with Viator! Their service is laughable and disgusting DO NOT USE THEM!!