Let's Go Europe (LGE) Tours review
I have also posted my review on tripadvisor so here goes:
My family and I have engaged LGE tours for our iceland trip during end of 2017. From online hardware zone reviews, you can see that they have many negative reviews about their tour guides and meals that were provided throughout the trip. Also, many have said that their bad reviews posted on LGE tour's facebook page were not handled professionally and instead, are being removed from their site.
In all true honesty, we were very worried as to how the tour would turn out to be. We even showed the administrative staff the reviews and questioned her about the said reviews. To which she replied that they have already dismissed the tour guides that are not professional. She asked us to not worry about it.
I must say that throughout the trip, the tour guide that we had was not too bad! In my own opinion, I would have preferred if there was more time for photo-taking at each site (usually 30 to 45 minutes would be given). However, this may vary across individuals. I just like to have more time to immerse in the surroundings! Overall, i would say that the tour is okay!
However, there is an experience that had caused disappointment to us. Due to bad weather condition, an aurora-hunting-by-cruise trip was cancelled. The local operator of the cruise at Iceland has a policy that they would always refund the full amount out of courtesy should such a situation happen. However, LGE tour has mentioned that there would be no refund as stated in the agreement signed. Of course, in this case, everything is in black and white and is legal. We were just upset and disappointed that LGE tours has decided to take advantage of our loss in this case (though things were done in a legal way, customer relationship management is bad). From the website, you can see that the ticket per pax translates to more than SGD$100.
Thereafter, due to bad weather conditions once again, our whale watching tour was also cancelled. This time round however, LGE tour has decided to refund us a portion of the fee we paid for the whale watching tour (maybe because they needed to do a bit of damage control because the entire group was already quite upset after the first encounter). Bear in mind, the local tour operator called "Special Tours" has always refunded the full amount should a tour be cancelled due to bad weather conditions. You can see from their website that they either offer a full refund, or that buyers can exchange for another tour should the tour be cancelled due to unfavourable weather conditions. And that is what i believe, is excellent customer relationship management and empathy to consumers who engage in your service! This is how you gain loyalty from your customers!
All in all, should there be no incidents where such unfortunate events happen that allow LGE tours to take advantage of you, i believe the tour would be a not-bad experience (in our case, the tour guide was okay too. we didn't get the unprofessional tour guides that previous customers got).