Headout : Book Tours & Tickets

I made a booking for a show, and when I realized the date was incorrect, they would not let me exchange dates - even though the theater told me an exchange was fine. Instead of asking me to confirm what I’d like to do, the rep went ahead and cancelled my tickets and put 25% credit on my account. So I lost 75% of the ticket price and also the tickets. I wouldn’t have been able to use them, but I would have liked the opportunity to decide the next step, rather than just loosing both. So frustrating and feels like I was taken advantage of for the profit. Now nothing in the app will load, so it seems I won’t be able to use the credits either.

I love this app while visiting Italy. helpful and easy to use. Also appreciate the promo codes for activities and tours!

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.