Ian Wilkinson

Do not use Headout - an incompetent company with terrible customer service My family and I used Headout to book a bus tour to Mount Fiji from Tokyo to round-out a wonderful vacation in Japan. Headout ruined it. They sent instructions by email for where to meet the bus. They asked us to arrive 15 minutes early for an 8am departure. They provided a textual address for “The Marunouchi South Police Entrance, Tokyo Station”. They provided a photo with detailed labels of the police station entrance adjacent to the meeting point of where we should wait. (I still have the picture if anyone doubts my account and would like to see it). They urged me to download the Headout app, which I did. It contained exactly the same instructions, including the same photo. Not knowing Tokyo station, we arrived an hour early. We found the exact location the photo was shot from. Buses were arriving and leaving, so naturally we thought it must be correct. As the time approached 8am, we got more and more nervous. At 8:02am, the driver called me on WhatsApp (they never told me they would be contacting me on WhatsApp). He said he was there waiting and about to leave. We were very confused because when we looked around, we could not see him or his bus. I then saw that the driver had sent me a completely different photo that I later realized was from the other side of the station.. By the time we understood the mistake in the directions, we needed to cross to the other side of Tokyo station, a five minute walk even at a brisk pace. My wife is senior and could not run fast enough for us to make it to the other side of Tokyo station in time. Alas, the driver left without us. I emailed Headcount later that day and received a response from Arun Pratap Singh. They did nothing to make it right. They took the partner company’s side, without taking any ownership for the misinformation. They then had the disrespect to offer me a 25% discount towards another Headout trip. They clearly cannot be trusted, I will never use this company again. Holiday makers in an unfamiliar environment need very clear, concise and correct instructions when planning day trips. Headcount is not sensitive to this fact. Do not use this company. They are incompetent and unaccountable for their mistakes.