Ever since my first visit to Stockholm years ago, I had wanted to take one of the variety of boat tours on offer. To celebrate a special occasion, we chose this one because we felt it would give us a unique view of the city. After my experience on the boat and with Stromma's customer service agents at the ticket office, I will NEVER recommend this company or its services to anyone.
We booked in advance online where the boats displayed were more open to the elements--perfect for a boat tour on a beautiful, sunny day. What were got was the aquatic version of an airplane with rows upon rows of four seats down each side of the boat, windows (some open some not), a roof overhead to trap the heat in, and supports for the roof that prevented any decent view if your seat happened to be there (that is where I was seated). We actually attempted to get off as it made its second stop to pick up more passengers but the captain pulled away before we could even get out of our seats. The trip was long, almost too long, with no friendly greeting from the staff such as telling you where to buy snacks or use the lavatory or anything else you might expect from a TOUR company, and it was very hot. My neck hurt from craning to see things as we passed due to the horrible layout, and I could not wait to get off the thing.
Immediately after landing ,with no good-byes from the crew, we walked up to the customer service window and made a complaint and asked for a refund. The woman who was at the window was polite and could understand why we were upset. She spoke to who appeared to be a manager directly next to her and, rather than speak to us, the manager spoke to the window agent who had to relay the words onto us. Note: because I was upset, I had spoken to them in English while their conversation was in Swedish. When I pressed further, the same manager again spoke directly to the agent rather than us in Swedish and said "you can't eat your ice cream and expect to get anything in return when it is gone". Not only was she exhibiting poor customer service but she was outright judgemental rude in her words and assumption that we didn't understand Swedish. The only compensation offered by the agent was a free canal tour that was getting ready to board. After being on one of their hot boats for over two hours and being insulted by their staff, the last thing I wanted was to get back on board for another uncomfortable ride where I couldn't take pictures or enjoy the scenery.
For a company whose sole revenue is tourism, I expect a modicum of customer service to be exhibited. Stromma has failed in this regard. A simple apology and refund, or even partial refund, would have smoothed things over and placed them in a good light. Instead, they chose to be disrespectful and that is unforgivable.
Do yourself a favor and just take a water taxi if you want a boat ride. read more