No support.
This company does not have any support when things go wrong with their tour guides.
Our guide was frankly incompetent and we had to leave him and find our own way back to Osaka. TripleLights did not have any support line and all I could do was leave a message on their web form and wait for someone to come back to me on Monday morning.
I did not receive a refund for my failed tour as the contract with the guides supposedly does not allow for this.
The guides are supposed to be licensed but the company will not give details of the licensing authorities to enable me make a formal complaint.
All in all because of the guide arranged by TripleLights I lost a day of my holiday and incurred unnecessary transportation and lodging costs. And nobody takes responsibility for this!
Reply from TripleLights
Dear Mark,
This is TripleLights Customer Support.
We apologise for failing to guarantee the quality of our guides and to have spoiled your valuable time in Japan. Also please accept our apologies for our delayed response to the event as well as your emergency contact since our customer support was available only on weekdays at the time.
TripleLights has been accepting guides holding a National License - guides verified by the Japanese government - and this was our first time to have a licensed guide like the one you hired. An unfortunate exception to an otherwise trouble-free process. Since he doesn’t meet our expectations with his manner and behaviour, we have terminated the contract and he is no longer working with TripleLights.
To guarantee the quality of our guides, we ask them to upload a profile video and we also show reviews from previous customers. However, we are afraid that your tour was the guide's first one and we were unable to prevent the event from happening.
As we notified you previously, we have refunded the entire payment as a compensation from our side.
We do take this incident seriously and we are taking the necessary internal measures to prevent this incident from happening ever again.
Our sincere apologies,
TripleLights Customer Support