We love hearing from our frog fans! Undercover Tourist has grown through happy customers sharing their experience with others - so if we've made you a happy customer, please tell someone!Share your frogtastic feedback
Jan 11, 2021
Good morning, I am writing to let you all know what a wonderful company you have, and the great customer service that I received from Ashlee, Katie and Loraine. Due to COVID-19 restrictions, we had to cancel our travel plans to FL very last minute. I had purchased refundable tickets, and Loraine gave me the process to return my tickets. She reassured me that I would receive a credit once the tickets were received back. I was very nervous, as the 90 day mark was fast approaching, from when I purchased the tickets through the UT website. Then to make matters more stressful, the US Postal Service had a major overrun of packages and mail, and my tickets were held up in a state of “in transit” for several weeks. Ashlee and Katie took my concerning emails and addressed them with care and understanding. Katie took multiple emails from me, and was patient and kind, and she escalated my issue to management. Within the same day my tickets were refunded. I cannot stress enough the importance of good customer service, and how each of these representatives was professional, prompt and courteous. I was referred to your website from a family member, who had purchased discount Disney tickets from you before, and I have been a customer of yours for several years now. I will continue to do business with you, and refer others to do business with you, as you have the best customer service and pricing hands down! Thank you again Katie, Ashlee and Loraine…job well done!! Happy new year!! Best regards, Kate Patton
Jan 08, 2021
My husband and I want to say thank you to this wonderful company. We were issued a refund due to covid cancellations, and it was accidentally accepted by our old bank, and closed account. Our bank could not find the misappropriated funds, and became rather unwilling to help us. This company walked through fire for us, doing whatever they could to work with their merchant services and our old bank. After four months of fighting and getting absolutely nowhere, they are paying us our refund out of their own pockets. Nate Pinchot sat on the phone with us for hours trying to find a solution, speaking with bank representatives on conference calls with us, and answered our questions in a thoughtful and kind manner even when we were beyond frustrated with the situation. Sheri Cobb replied to every email with insight, with quick responses, and when she realized this was not going to be a simple answer, assigned us to an actual person that could help us appropriately. Daniel, whom I do not know his last name, was instrumental in getting us our refund, and we are thrilled with the outcome. This company has made customers for life! And all our friends know it, too! Dealing with our old bank was a literal nightmare, it’s why we aren’t with them anymore, but having to work with you guys was like having a partner against evil. Thank you! I can’t wait to go on vacation again, with you!
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