No Show... No communication... No refund...
I had prepaid $217 for a hot-air balloon tour for pyramids of Teotihuacan outside of Mexico City for November 1st 2025. I was instructed that I would be picked up on a main street in Mexico City called Paseo de la Reforma at 6:30AM. More specifically, I was instructed that I would be picked up at a very well-known monument called the Angel of Independencia, in front of my hotel, the Sheraton Maria Isabel. I was in the appointed location at 6:15AM and began calling and texting the tour company, WEFLY, on their requested app, What'sApp. I did so at exactly 6:30AM to find out where they were. I was unable to contact them and so began texting VIATOR, with whom I had scheduled the service. They were also unable to contact the tour provider.
That same day, I requested a refund. After numerous unhelpful and intractable communications, VIATOR tells me that WEFLY has provided them with evidence that they had contacted me to tell me that the time for pick-up had changed. However, there was no such communication, and VIATOR has refused to provide their so-called "evidence". Furthermore, as it turned out, the day of the tour was also the day for the parade for the Day of the Dead celebration. The street where I was instructed to meet the tour operator was closed to ALL vehicular traffic in preparation for the parade. It was therefore not possible for the tour operator to meet me where they had instructed me to wait. And yet, with all of this information, VIATOR has refused to refund my money, and they have refused to provide any of the "evidence" that they claim to have proving that I was contacted by the tour operator, WEFLY. VIATOR and WEFLY got me up for a no-show tour at 5AM, ruined a day of vacation, and now refuses to accede to a reasonable request for a refund. I am in the process of disputing the charge with my credit card company.








