Verified Company
My experience with this company was quite disappointing. The service is quick and efficient only until the purchase of the service package is completed. After that, when the customer needs support, the attitude changes completely and the responses simply stop coming.
I purchased a package for two people for a tour of the San Blas Islands in Panama for US$ 340. On the day before the tour, one of the people became ill and had to be hospitalized. I immediately informed the agency about the situation and sent them proof of the hospitalization, requesting the cancellation of the tour, even if only a partial refund were possible.
The agency informed me that they could not provide any refund, claiming that all expenses related to the tour are paid in advance. Although I understood the explanation given and was not demanding a full refund, I tried to find a reasonable alternative and requested, at least, a refund of the US$ 40 fee for entry into Guna, the territory of the indigenous people native to Panama, since this entry did not take place and, therefore, this amount was not used.
The most disappointing part was that, regarding this second request, the agency simply did not respond. There was no attempt to offer a solution, clarify the situation, or even provide the customer with a response.
It gives the impression that, as long as the goal is to make the sale and receive the payment, the service works perfectly. However, when an unexpected situation arises and the customer needs understanding, support, or simply a response, the company leaves much to be desired.
I am not only questioning the impossibility of receiving a full refund. What I consider more serious is the lack of consideration, empathy, and customer service in the face of an exceptional situation, duly supported by medical documentation. My final request was quite reasonable: a refund of a fee related to a service that was not used.
I recommend that, before hiring this agency, customers evaluate not only the services offered and the service provided during the sale, but also how the company treats its customers when something does not go as planned.
I hope the company will reconsider its approach and understand that good customer service should not end once the payment has been made. The customer also deserves respect, attention, and, above all, a response when facing an unexpected situation.
Reply from Tao Travel 365
2026.09.09
We’re truly sorry to hear that one of your travelers became seriously ill and needed hospitalization. We understand how stressful and upsetting that situation must have been, and we genuinely sympathize with what you were going through. Our cancellation policy applies because arrangements are paid in advance, but we regret that your follow-up regarding the Guna Yala fee did not receive a response. Every customer deserves to be heard.
