Headout : Book Tours & Tickets

I bought tickets to Quinta da Regaleira through the reseller app Headout after they offered a discount. I purchased them about five hours before my scheduled entry time. We came to Sintra specifically for this unique experience and planned our day around that exact entry time. However, when we arrived, the tickets were still stuck in “processing” status. I went to the official ticket office, and they told me the attraction was sold out for the day. They also said I should not have bought tickets from a reseller because it was very unlikely that Headout would actually be able to provide them. I had only a one-hour entry window, so time was critical. I contacted Headout support, and their handling of the situation was extremely disappointing. Instead of honestly admitting that they did not have the tickets and immediately offering a refund, they kept me waiting for about an hour, repeatedly saying they were “working on it” and “escalating it to different teams.” In the end, they framed it as if I was the one choosing not to wait and therefore they would issue a refund. But by that point, my entry time had already passed. I had spent the whole time sitting at the gate with my child, my wife, and my friend instead of enjoying Sintra or making other plans. They clearly did not want to admit that they could not fulfill the booking and simply waited until I agreed to cancel and request a refund myself. This was a terrible and dishonest customer experience. I absolutely do not recommend buying tickets through Headout for this attraction. Buy directly from the official website instead.

Do not use this app! You are likely to lose your money. They just are a middleman booking tours with other companies that may or may not be legit. It’s better to go to the actual company providing the tours to judge if they are legit or not. Using this app is risky. We bought a guided tour to St. Peter’s Basilica. We showed up 30 minutes before the assigned time. When I checked in I was told the tour had left, when I pointed out that the tour was still there they changed the story and said that my tour was cancelled. Then I was told that the Vatican informed them 10 minutes prior that they were closing early and that’s why they cancelled the tour. It was apparent that there was not a tour in the first place. When I contacted customer service through the app they said they’d look into it get back to me within 48 hours regarding a refund. They never got back to me.

This app has absolutely no functionality that you cannot get from a host of websites. It is nonfunctional in most respects, it does not do what they say it’s supposed to do, you cannot track your bus in real time from the website as they say you will be able to. And their customer service is amongst the worst I have ever received. I am so incredibly disappointed.