Headout: most-reported complaints
Automated analysis of 1,844 public Trustpilot reviews published 2025-02-22 to 2026-09-23. TrustScore 4.4 from 63,552 total reviews — see the Trustpilot page. Quick answer: is Headout legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with Headout, particularly regarding refunds and customer support. The most frequent complaint is that refunds are refused, accounting for 24% of the 690 identified complaints. This is followed by reports of unhelpful support (21%), misleading pricing (19%), and services not matching their description (18%). Trends indicate that complaints about refused refunds and unhelpful support are rising, while issues with pricing and product description remain flat.
How to reach Headout
These are the contact details Headout publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone +1 347 897 0100, email [email protected], address Headout Inc., 82 Nassau St #60351, New York, 10038, US.
The company claimed its Trustpilot profile on 2017-08-20, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 147 of 201 in Travel Agency. We last checked this profile on 2026-09-23 and found 117 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.6★ App Store (2,646)
TrustScore over time
4.4 → 4.4 across 12 census measurements since 2026-08-17. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-20 (99%, 0.9d) · 2026-08-24 (99%, 0.9d) · 2026-08-27 (99%, 0.9d) · 2026-09-01 (99%, 0.8d) · 2026-09-04 (100%, 0.8d) · 2026-09-07 (99%, 0.8d) · 2026-09-11 (99%, 0.8d) · 2026-09-14 (100%, 0.8d) · 2026-09-17 (100%, 0.8d) · 2026-09-20 (100%, 0.8d) · 2026-09-23 (100%, 0.8d).
Severity: 28% of this company’s 690 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In July 2026, 90% of 103 one-to-three-star reviews were 1★; in September 2026, 91% of 96.
Counted from July 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.4 days between the experience and publishing their negative review (751 reviews record both dates).
Measured reply time: across 738 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of under a day.
Reply quality: of 738 company replies to negative reviews analysed, 89% engaged with the specific problem and 7% were generic templates.
Review provenance: 1084 company-invited reviews in the recent window average 4.90★, while 199 organic (uninvited) reviews average 1.50★.
50% of its 1021 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: refund refused makes up 24% of this company’s complaints vs a 14% median across 54 ranked companies in its sector.
Review velocity: 17,771 of this company’s 63,552 Trustpilot reviews (28%) were written in the last 12 months.
What are the most common complaints about Headout?
Refund refused
164 reports · 24% of complaintsrising since 2026-04“However, my request was declined.”
The company replied on 2026-01-07: “Hi Nalin, I’m really sorry for the frustration this caused and for how this impacted your plans in Barcelona. I’d like to clarify a few important points around this booking. The City Card you…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“They overcharged us for an audio package that didn't exist. Then they would not refund us.”
The company replied on 2026-09-12: “Hey Felice, I’m sorry to hear that you faced issues with the audio guide during your visit. I understand how frustrating this must have been, and I sincerely apologize for the inconvenience. We’d…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“The number answers are a robot so you clearly talk to a wall”
The company replied on 2026-08-21: “Hey Kamile, I’m sorry things didn’t go as planned, and I’d love to fix this for you right away. Please share your booking ID (if available) or the email address used for your booking at…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
146 reports · 21% of complaintsrising since 2026-04“Headout still not refunding. Update 2: Headout wrote nice emails about connecting but they did not. Kept money after cancellation.”
The company replied on 2026-07-16: “Hey, I just wanted to give you an update regarding your tour cancellation issue . This is not the kind of service we strive for, and we're truly sorry for the inconvenience, and that we couldn't give…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“I am still waiting on a refund. Online customer support was inefficient and did not resolve my issue”
The company replied on 2026-07-17: “Hey Kim, I’m so sorry for the experience you’ve had with us. 😔 This is not as per our usual standards and I’ve spoken to the concerned teams to ensure it doesn’t happen again. Thanks for your…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“They use AI to tell you that it's your fault”
The company replied on 2026-07-17: “Hey Stephen, I’m sorry things didn’t go as planned, and I’d love to fix this for you right away. Please share your booking ID (if you have it) or the email ID used for your booking here…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Misleading pricing
128 reports · 19% of complaintssteady“Headout's SEO landing page tricked us to buy tickets through them instead of directly”
The company replied on 2026-09-03: “Hey Lars, I’m sorry things didn’t go as planned, and I’d love to fix this for you right away. Please share your booking ID (if available) or the email address used for your booking at…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Almost double the price for “benefits” that are misleading”
The company replied on 2026-08-16: “Hey Giancarlo, Thank you for bringing this to our attention. I’m sorry to hear that your experience left you feeling misled 😞. We understand your concerns around the skip-the-line and guide…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Headout admitted in writing that our tickets were never used”
The company replied on 2026-08-16: “Hey, I’m so sorry for the experience you’ve had with us. 😔 This is not as per our usual standards and I’ve spoken to the concerned teams to ensure it doesn’t happen again. To try and make things…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Not as described
126 reports · 18% of complaintssteady“the app directed us to a white flag meeting point where no guide appeared for 30 minutes”
2 readers marked this review helpful on Trustpilot.
“Headout's SEO landing page tricked us to buy tickets through them instead of directly”
The company replied on 2026-09-03: “Hey Lars, I’m sorry things didn’t go as planned, and I’d love to fix this for you right away. Please share your booking ID (if available) or the email address used for your booking at…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“To this day, I have not received the money. The only thing they offered was a voucher”
The company replied on 2026-08-19: “Hey Rafal, I'm very sorry for what has happened 😞. This is definitely not the Headout experience we'd want you to have, so I've personally spoken to all concerned teams to ensure it never happens…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
Other
103 reports · 15% of complaintsrising since 2026-04“Be aware , they are scamming people,”
The company replied on 2026-07-28: “Hey lukasz, I’m sorry things didn’t go as planned, and I’d love to fix this for you right away. Please share your booking ID (if available) and the details of the issue you faced wit it at…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“reservation couldn't be completed because there was no space after all.”
The company replied on 2026-08-20: “Hey Grif, I’m so sorry your booking could not be confirmed 😞. While very rare, this happened because of a technical glitch. To try and make things right, I’ve initiated a full refund to your card,…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“it was not worth the money at all”
The company replied on 2026-07-14: “Hey , Thank you for bringing this to my attention. I’m sorry to hear that your experience was not the ideal one you'd hoped for. This is not the level of service we strive to provide. Your feedback…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
Support unreachable
55 reports · 8% of complaintsfalling“nothing has happened since. Despite multiple follow-ups, I have received no further response, and the refund has not been issued.”
The company replied on 2026-07-17: “Hey Nikhil, I'm really sorry to hear about the issues you experienced with the bus tour tickets and for the delay in resolving this matter. To help address the situation, we have now processed a…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“The number answers are a robot so you clearly talk to a wall”
The company replied on 2026-08-21: “Hey Kamile, I’m sorry things didn’t go as planned, and I’d love to fix this for you right away. Please share your booking ID (if available) or the email address used for your booking at…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Instead of proper support, they hide behind an AI chatbot that can’t resolve real issues.”
The company replied on 2026-08-20: “Hey John, I’m sorry for the experience you’ve had. While very rare, this happened because of a technical glitch. Your feedback is valuable to us, and to make up for this less-than-ideal situation,…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
Compare Headout with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.