Date of experience: Aug–Sep 2025
Bookings: 26857200 (Eiffel Tower), 26857199 (Louvre) · Tour ID: 18323
I booked the Eiffel Tower “Summit with Optional Seine River Cruise.” Headout later admitted the listing language “makes it seem like the cruise is automatically included,” which explains why I reasonably expected the cruise to be part of my purchase. The cruise was not delivered.
I asked for the fare difference to be refunded (€50.04 total, €25.02 per person) or the fair value of the cruise. Instead of resolving this, my card showed a new $93.50 charge on Aug 25—after they’d said a Louvre refund was in progress. That duplicate charge remains unresolved.
Support responses were mostly templated and circular: auto-emails on Aug 28 and Aug 30 “pausing the conversation,” and a promise on Sep 1 to update me “within 24 hours” that never materialized. On Sep 8, I escalated formally and cc’d the CEO, Varun Khona. Even writing to the CEO failed to evoke any positive response or a concrete solution.
As of today, I have:
No refund for the undelivered cruise (€50.04 or equivalent).
No substantive, accountable reply—only delays and generic messages.
Advice: I strongly recommend never using Headout. If you still choose to, scrutinize the variant you’re buying (the copy can be misleading), keep screenshots, and watch your statements for unexpected charges. In my view, this experience reflects poor customer service and a lack of accountability.
Documentation, dates, and screenshots available on request.