Isango!

Giving them a one star rating, because zero is not an option.
Last month, I bought a ticket for the Toronto hop on and off bus from their site. However when I arrived at the bus stop, the girl working at the queue was unable to scan my voucher (it returned an error message). I have emailed them twice to ask for a refund because their voucher was useless but seeing the comments from other users, I now realise I may never see my money again.

I booked under the impression that i will get access to the canal cruise, only after booking and paying then the condition is that i need to have covid certificate. Who does that? And they refused to refund me after i canceled less than 2 minutes after payment.
My advise, don't use them. They are not 100% honest. They are after our hard earned monies! Thieves!

VERY VERY VERY BAD EXPERIENCE
Bought a combo ticket for the Madrid tour which included the tour of Santiago Bernabeu.
1. They sent me a barcode to gain access to the stadium, on getting there I found out that the code wasn't working and the stadium officials confirmed I was charged almost double the price by Isango, a ticket I could have bought at the stadium with minimal queue.
2. I reached out to them and they told me to pick up the tickets from any of their buses at any of stops their buses frequent, so I went to the bus stop close to the stadium and the bus guide said I would have to go to the starting point to get the ticket.
3. I went to the starting point to pick the ticket and I was told I would have to go the office of one of their partners at my own cost, in a country where I am a tourist. I refused and requested a refund.
4. Its been three months with no refund.
5. Also booked them for the Barcelona tour (Big mistake), this was not a tour, think of it as paying for a day pass to use a city's transport system.

THIS COMPANY WILL TAKE YOUR MONEY AND SEND YOU A BROKEN LINK TO DOWNLOAD YOUR TICKETS THEN MAKE EXCUSE AFTER EXCUSE TO REFUND YOUR MONEY. THEY PRETEND TO BE VERY HELPFUL AND UNDERSTANDING THEN DO NOTHING IN THE END.

I TRIED TO PURCHASE TICKETS ONLINE FOR A TOUR BUS IN BARCELONA IN FEBRUARY 2020 AND I AM STILL FIGHTING FOR MY REFUND.

BE WARNED DO NOT USE THIS COMPANY!

It was a great help by customer care on chat for my Paris Tour, they offered and suggested me the best value tours with their great expertise! Thanks so much guys!

Landed on their site from Google looking for "hop on hop off" bus in Barcelona. Site looks like you are booking with the actual operator.

Booked two tickets but then discovered I had tickets for a different operator to all my friends that was travelling with. Only then discovered that they are just an agent and sell for both bus companies operating in Barcelona.

Had to then buy tickets for the other company leaving me £50 out of pocket. Requested they refunded the tickets bought for other tour as wasn't cancelled - they actually made two sales for the same book. They have point blank refused hiding behind terms and conditions and "24 hours before tour" cancellation policy.
Good customer service would have given the refund as they aren't out of pocket - they still got the sale - in fact they got two. Sadly, they don't have good customer service.
Their suggestion is that use the second voucher as have three months to use it - so I'm just meant to fly back to Barcelona to take a tour that already taken with a different company?

Really a bad support, information unaligned with the service and site out of date, creating for us a really bad experience and waste of money - Hop On Hop Off Munich

I urge everyone to STAY CLEAR OF ISANGO - this company takes your money under misrepresentation of experiences. I DID NOT GET WHAT I PAID FOR. And once they take your money THEY DO NOT CARE AND CHANGE THE DETAILS ON THE WEBSITE suggesting you're lying.

I purchased a Miami bus tour with Miami Seaquarium tickets which was clearly advertised on the website at the time of purchase as a combo'. I have screen grabs as proof.

There were a variety of issues with what they sold me...

1 - On arriving at the bus stop, with my 18 month old baby, I was told the bus tickets I had been sent weren't valid for travel and I had to make my own way across the city, a 45 minute journey of my own expense in taxis, to pick the tickets up from the main bus office.

2 - At the time of purchase, Isango's website clearly stated that you got a second day free on the bus tour when you received your first ticket, which my paperwork confirmed, however staff of the bus company told me this was not true and Isango had given, and sold, me the wrong information.

3 - The Miami Seaquarium was listed as a stop on the bus tour on the paperwork, sent to me by Isango, and when I arrived at the bus stop I was told by the bus company that this information was incorrect. I then had to pay $50 in taxis to take a 20 minute ride to get to the aquarium. And of course return.

The customer service is severely lacking any sort of empathy or service in general and even if you have proof through images, paperwork, email trails and receipts THEY DO NOT LISTEN.

AVOID AT ALL COSTS!

Horrible experience. Tickets need printout. Customer service of Isango always unreachable. No refund

I made a booking with isango (ISA549MDJ) I received instant confirmation and beautiful QR coded voucher.
I am very satisfied with the service offered. Good company to book tours.

I tried to book the hop on hop off us with this company and when I had inputted my payment details, it said the site had crashed and it had not gone through. Had an email to say so something had gone wrong and to try again, which I did, same thing happened. I ended up booking elsewhere then when I came back from my holiday, noticed x 2 payments taken out by isango. I'm now on my third call today, 4 emails no response and still trying to get my money back for something I didn't even book. This company is nothing short of liars and thieves, avoid

We booked this hop on hop off tour, we waited for the bus but it did not arrive. After visiting tourist information we were told the bus had been rented out to a private tour and wouldn't be running. We were not informed and were just left out in the rain! We were offer a taxi tour at first but the when we gave our ISANGO voucher in we were told that because we didn't book direct we couldn't take the taxi without paying again, I have now emailed both City Sightseeing and ISANGo over a dozen times for a refund and still haven't got one! Shame on you City Sightseeing and also ISANGO!

We purchased tickets for the bus in las vegas. It was 109 degrees and we could not find the bus stop. We are in our 70's and felt it was too difficult. When I contacted them, they put the responsibility on me to find the bus stops or call them. Waiting for up to a half hour in 109 degrees is just too much for anyone in and of itself. They were not helpful!

Fraudulent company, AVOID AT ALL COST!

I got money taken out of my account from this company without my consent. I have tried to call and enquire. To no surprise the number is disengaged.

They changed my reservation date of visiting Sagrada Familia without my confirmation. And when I told them I'm not there at the date, even I don't asked for this date.they didn't refund me or change the schedule!
Do not trust this company!

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Ugghh! Gave this company multiple chances to make good on their service error but
After a year of my reminders and their promises to reimburse me, no refund. I'll never trust them with my money again. Maybe you should go with the other options as well.

I had bought the Hop On Hop Off Tour for 6 persons in Berlin in June of this year. Included was the boat-tour on the Spree-river, too. Although I had paid the whole package and got the proper voucher (incl. Der boat-tour) the 6 persons were refused to enter the boat. As reason they were told that the boat-tour is not included! Of Course the Group was extremely disappointed.
The next day I complained to the Isango customer-complaint, however, they were very rude to me and even accused me, that I had written the boat-tour in the voucher by myself (absolutely ridiculous). After several email-exchanges I also contacted the Isango customer-complaints division, however, there they did not respond to me and just ignored my claim until today. Absolutely impertinent!

When you buy tickets, there is a product ticket. Which leads you to believe you have purchased what you have wanted. However, you have to add options to the product to actually choose what you want on your product. This was not made clear! It's a very misleading company that did not help and will not refund you at all! This meant we could not do all the activities we thought we had bought into. It also did not give us a time options so half a day was wasted waiting for a product that was not actually what we wanted to do. A company using all the right skills to get past the laws, as usual that effects innocent, hard working people.

I booked, paid and received a confirmation for a Hop On/Hop Off tour with Isango for Tallin, Estonia months in advance. The day of my booking I was informed that they were not operating that day. I contacted Isango for a refund and 38 days later I have STILL not received a satisfactory response. They have replied 3x to my follow up emails saying "they are waiting on a response from the tour operator" and "doing everything they can"., "our resolution time is 28 days" I have travelled extensively over the years utilizing many different tour companies and can say this company has THE WORST CUSTOMER SERVICE EVER! Buyer Beware! Not recommended!

I bought the DC tour package with them and called them within two hours of booking to cancel as our plans had changed. They will not give me refund despite there being a link at its website about no cancellation fees. Sent them the screenshot. They say you click on the link and you will find non-refundable there. Why in the first place, it wouldn't write it on the page itself instead of hiding inside a link with luring words like 'no cancellation fees'? That speaks for these scammers. DO NOT BOOK WITH THEM and RUN AWAY.

My boyfriend bought us a surprise theatre and hotel break in central london. We arrived at the hotel at 3pm in the afternoon to drop our bags off only to be told there was no room for us, and the hotel had no record of us. We phoned isango who were extremely unhelpful and told us there was nothing they could do except refund our hotel money.

This left us stranded in central london on a saturday afternoon with nowhere to stay, a suitcase and needing to go to a show.

We tried again to speak to the company however they hung up on us! We ended up having to pay through the nose for another hotel which was not nearby. I felt terrible for my boyfriend, this was supposed to be a nice surprise and we made the best of it but this company treated us terribly. Avoid.

I booked three New York City hop on/off bus tours on my cell phone. Thought it was a good deal and didn't realize that I wasn't buying directly from Grey line. There was no detailed verification before the transaction was completed and payment submitted. I printed off the vouchers a couple of days later and noticed that the date I had selected had not gone through, instead the tour date was the day I had purchased the tickets. I phoned Isango support immediately and was told that there was nothing they could do as the tour date had already passed. I emailed the company and was told that they would see what they could do. I have sent several emails and have received the exact same response- word for word. After reading all the negative reviews I realize I have been ripped off.

Insango charged £90 to go up to the top of the Eiffel Tower (it only cost £16 if you buy straight from the Eiffel Tower itself) got to the Eiffel Tower with our tour guide only to be told that there is no tickets left and we would get a full refund. One month later and insango will not give us a refund. Would strongly recommend nobody to book with them absolute discrase.