One of the Worst Customer Service Experiences – Avoid GetYourGuide! We booked lounge access for two at Gatwick Airport through GetYourGuide, expecting a smooth and comfortable start to our trip. Instead, we were met with confusion, misinformation, and complete lack of accountability. Gatwick has two separate terminals (North and South). To avoid any mistake, we asked a member of the airport staff at the fast-track desk, showed them our GetYourGuide lounge access tickets, and they even called the lounge company to confirm. We were reassured that the lounge we booked was accessible from either terminal. Based on this assurance, we went through check-in and security at the terminal we were in. Only when we reached the lounge area did we discover that the lounge we paid for was not in this terminal at all — it was only available in the other terminal. At that point, we were not allowed to go back and switch terminals. We immediately contacted GetYourGuide to explain the situation, but instead of showing any understanding or taking responsibility, they flatly refused to issue a refund. No concern for the fact that we made every reasonable effort to confirm the details in advance — including consulting airport staff and relying on information that turned out to be completely incorrect. In the end, we paid for a service we couldn’t use, wasted time and money, and started our trip with unnecessary stress and frustration — all thanks to GetYourGuide’s poor handling of this situation. Save yourself the trouble: avoid GetYourGuide and book directly with service providers who actually care about their customers. This company clearly does not.