Reclamo N° 50884

Dear Sir/Madam, please help us to solve a problem we are facing in Cefalu. In fact, we have purchased a trip for today (07/07/2017) through the site: www.viator.com (reservation No. BR-615743864) for a trip to Mount Etna and Taormina Day Trip from Cefalu,. The trip is operated by a local agency: Noemi Travel SRL. The trip we have purchased could not be done because the timetable mentioned in the voucer was wrong, the departings beeing with an hour earlier than specified in the voucher. Not knowing that the timetable is wrong, we took a taxi to get to the Hotel Costa Verde (another pick up point) and than to Hotel Granden Beach (the final meeting point), but we could not get on the bus as it left one hour earlier . Practically in the voucer the timetable was mentioned wrong. We also specify that yesterday we have contacted by phone the local tour operator in Cefalu (Noema Viagi SRL at the phone +39 0921 922 394) to confirm our trip and they did not ask anything or mention anything about the changed timetable. Also, they mentioned that they have faced this kind of problem with others tourist and that we are not the only ones, pretending that the fault belongs to Viator. More over, when it comes about refunding our money, there is a problem because Noema Viagi SRL claims that it is not her obligation to refound the money or compensate us for loosing the trip and the chance to see Etna. Considering the above, we have asked today by e-mail, both to Viator and Noemi Viagi SRL, to be refund in the shortest time the value of the trip (€ 137,50) and the taxi (40Euro) paid in the attempt to reach the meeting points, as well as a fair compensation for the lost day and all our emotions (we estimate it to be equal to the equivalent of the trip). We are a family of 3 (2 adults and a son of 8 year old), and Mount Etna was very important for us and that is why we have booked this trip in advanced. If any informations is needed, plese call me at no 0040723612155 or e-mail me at [email protected].