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Connie H
Disappointing experience with Advantour
Advantour Uzbekistan的点评
点评：I hand pick Advantour because of the 5* review unfortunately Very disappointing experience with Avantour Uzbekistan, particularly considering the premium price we paid for this tour.
On our final day, the vehicle broke down before we could depart for Bishkek. A breakdown can happen — what is unacceptable is having no proper contingency or backup plan.
Instead of immediately arranging a replacement vehicle, the driver became the mechanic and spent more than an hour attempting to fix a problem that clearly appeared to require a proper workshop mechanic. During this time, our guide seemed unsure what to do and could not provide us with a clear alternative plan.
We contacted the Avantour Uzbekistan back office ourselves, but their response was equally ambiguous. For more than an hour, we were simply left waiting without knowing whether the vehicle could be repaired, whether another vehicle was coming, or when we would actually be able to leave.
Only after waiting for over an hour were we finally told that another vehicle would be arranged.
When customers are paying a premium price for a professionally organised private tour, we expect more than just a vehicle and driver. We are paying for proper planning, professional coordination and the ability to manage unexpected situations. Vehicle breakdowns may be unavoidable; the absence of a backup plan and decisive response is not.
This was a very poor way to end our trip and certainly not the level of service we expected from a premium tour operator.
On our final day, the vehicle broke down before we could depart for Bishkek. A breakdown can happen — what is unacceptable is having no proper contingency or backup plan.
Instead of immediately arranging a replacement vehicle, the driver became the mechanic and spent more than an hour attempting to fix a problem that clearly appeared to require a proper workshop mechanic. During this time, our guide seemed unsure what to do and could not provide us with a clear alternative plan.
We contacted the Avantour Uzbekistan back office ourselves, but their response was equally ambiguous. For more than an hour, we were simply left waiting without knowing whether the vehicle could be repaired, whether another vehicle was coming, or when we would actually be able to leave.
Only after waiting for over an hour were we finally told that another vehicle would be arranged.
When customers are paying a premium price for a professionally organised private tour, we expect more than just a vehicle and driver. We are paying for proper planning, professional coordination and the ability to manage unexpected situations. Vehicle breakdowns may be unavoidable; the absence of a backup plan and decisive response is not.
This was a very poor way to end our trip and certainly not the level of service we expected from a premium tour operator.
翻译：我原本因为看到5星评价才选择了Advantour，但这次在乌兹别克斯坦的旅行体验实在令人失望，尤其是考虑到我们为这次旅行支付了高昂的费用。
在最后一天，我们在出发前往比什凯克前车辆就抛锚了。车辆出故障虽然有可能发生——但最不可接受的是旅行社完全没有制定任何应急或备用方案。
他们并没有立即安排替换车辆……司机亲自充当修理工，花了一个多小时试图修复故障，但显然这个问题需要专业的维修人员才能解决。在此期间，我们的导游似乎也不知该如何是好，无法为我们提供其他可行的解决方案。
我们自己联系了Avantour乌兹别克斯坦的客服部门，但他们的回复同样含糊不清。一个多小时里，我们只能干等着，完全不清楚车辆是否能够修好。不知道是否会有另一辆车前来，也不知道我们究竟何时才能出发。
在等待了一个多小时后，我们才终于得到通知：会安排另一辆车。
当顾客花费高价购买由专业团队安排的私人旅游服务时，我们所期待的绝不仅仅是一辆车和一名司机。我们付费是为了获得周密的规划、专业的协调能力以及应对突发状况的应变能力。车辆故障或许难以避免，但没有应急预案以及果断的应对措施则绝非必然。
这样的结局对我们的旅程来说实在糟糕至极，也完全不符合我们对一家高端旅行社所抱有的服务期望。
在最后一天，我们在出发前往比什凯克前车辆就抛锚了。车辆出故障虽然有可能发生——但最不可接受的是旅行社完全没有制定任何应急或备用方案。
他们并没有立即安排替换车辆……司机亲自充当修理工，花了一个多小时试图修复故障，但显然这个问题需要专业的维修人员才能解决。在此期间，我们的导游似乎也不知该如何是好，无法为我们提供其他可行的解决方案。
我们自己联系了Avantour乌兹别克斯坦的客服部门，但他们的回复同样含糊不清。一个多小时里，我们只能干等着，完全不清楚车辆是否能够修好。不知道是否会有另一辆车前来，也不知道我们究竟何时才能出发。
在等待了一个多小时后，我们才终于得到通知：会安排另一辆车。
当顾客花费高价购买由专业团队安排的私人旅游服务时，我们所期待的绝不仅仅是一辆车和一名司机。我们付费是为了获得周密的规划、专业的协调能力以及应对突发状况的应变能力。车辆故障或许难以避免，但没有应急预案以及果断的应对措施则绝非必然。
这样的结局对我们的旅程来说实在糟糕至极，也完全不符合我们对一家高端旅行社所抱有的服务期望。
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