I booked a Northern Lights tour expecting the aurora to be visible to the naked eye, but nothing was visible during the tour. When this became clear, the guide repeatedly said “it’s mother of nature,” which contradicts advertising a “guaranteed” experience. After the tour, a long-exposure camera photo was used to claim success, even though the lights were not visible in real life.
My refund request was refused and I was offered only a discount for a future tour. I escalated the issue and provided evidence, and my chargeback was approved, resulting in a refund. Customers should be very careful with how “guarantee” is defined here.
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