Very moving and unsettling tour that everyone should do. - The tour said “hotel pick up” but it was not. I love to walk and the half mile walk was no problem for me except that it was at 5:15am, in total darkness, in a foreign city. I had to use the maps app so my phone was in my hand. It felt a little unsafe. They would not tell me the time until the day before. I was in a different tour group than the other people on the bus so that seemed chaotic.

Because of the... - Because of the ten-minute free time of a South American family we could not see Birkenau. Only 30 minutes. That's if we were inside the bus for half an hour waiting for the staff. We believe that the guide must go if they are not on schedule and not harm the rest of the group.

Poorly organised - Picked up at 2am then to be left in the freezing cold, we were told this is the only way we could get tickets, before joining the ticket Que at 7.30, to then been told to rush on the next available tour - no member of our group could speak this language so felt disappointed to Que for all this time to not even be able to understand our guide, the experience itself was moving and this review is no reflection towards the experience, but the sloppy organisation did unfortunately let us down - would not use this company again :/

Bad experience. - They picked us up from the hotel at 1:45. Slept in the car till 5:30 and stand in the line till 7:30. Then maybe you get the tickets and maybe you don't. They should write down this information at the advertisement. They didn't want to give us any information till the day before at 18:00 The driver was friendly.

No hotel pick up, a time which changed from 6.30 to 3am. Driven to Krakow where we dropped off near the gates and queued - No hotel pick up. Dropped off at The museum entrance at 4.50am, the driver disappeared and dint reappear until 7.30 when the gates opened. He spoke little English and tried to be busy on his phone whilst we waited. He said he was waiting for the money. Eventually 7.45 somebody must have appeared with the cash and our passports were taken in groups of 4 and tickets were bought. We were then escorted back to the coach and informed that there were now 4 times for 4 different groups. Ours was 10.30 the last was 13.30. There was obviously a lot of dissatisfaction from everyone Being in the first group we left the coach at 10 and proceeded to have our tour which was incredibly moving and interesting ( hence the 2 stars) When we returned to the coach some 3and a half hours later it was open and empty. Hope no one left anything valuable on it. There was no one to ask what happens now. Some other members of our group and us were not prepared to wait another 3 hours for a long drive back to Krakow so we ordered an Uber at our own expense. Were we unlucky? Have others experienced this chaos? I booked the trip through booking.com who I thought would deal with reputable companies. Incredibly unimpressed

Trip was badly organized. - Departure time was changed several time . We were standing in the line at museum at 2.30 am until 7.00. Guided tour started 9.00 am. Promised skip the line did not exist. AT Cracow used bus company as subcontractor . Tickets had not been purchased in advanced. Overall the organization was extremely poor. Did not match what was advertised. The experience caused discomfort and disappointment.

AT Cracow - Experience Auchwitz in the most genuine way - Auschwitz tour booked with Headout.com. Communication received on Whatsapp from two other sources - ** AT Cracow (atcracow.pl) ** and ** Poland VIP Customer Service***, and I am unhappy with all three (they also advertised a website within Whatsapp called confortwaiting.com selling blankets and chairs - I ordered nothing from that site, but take a look at reviews for that provider!!). I don't know what the interrelationship is between these companies/providers, but as far as I am concerned they should be avoided. If you re booking with Headout, and you receive communication from these other two providers, I would suggest cancelling and finding another provider. Below I explain why. I booked a ticket with 'jump the queue tickets' for a 6.30AM arrival at Auschwiz gates. Now, my reservation was for a Monday. I could cancel at any time, but because of the weekend my payment was taken on the Friday, 2 days prior to my reservation. On the Saturday I received a message that because of high demand and unavailability of 'jump the queue tickets, it would be necessary for me to be collected at TWO O’CLOCK in the morning! Now, I have read many, many reviews of people who have written how early starts are necessary for Auschwitz due to high demand. Two o’clock is ludicrous, but I was dedicated to visiting and took it on good faith that this would be necessary, but what the reviews do not make clear about it, that that Auschwitz is 1hour drive from Krakow. Gates to Auschwitz car park open at 6.30am. And ticket office opens are 7.30am. So… get in a bus at 2am as per instruction. Arrive at the gates at 3am. And then, GET OUT OF THE BUS, and stand in a queue with a bunch of other bus passengers for 3 and half hours. I was utter astonished. I cannot understand why I have to STAND in -5 degrees to secure my place in a queue with 500 other odd passengers from multiple buses. That can be done by one sap from Headout/AT Cracow/Poland VIP on our behalf. Alas no. You are deposited and stand there for THREE AND A HALF HOURS, then the bus and the bus driver push off somewhere and wait in the warmth of their vehicle cabins while everyone waits for the gates to open. You are literally standing there waiting for the gates to open. From 3am, standing there waiting for the gates to open. 6.30am comes along, and we all file in and stand in a queue for ONE HOUR MORE till the ticket office opens. Ticket office opens, and in that hour many, many buses and private vehicles park up, and their passengers stroll straight past. Do they have ‘jump the queue ticket’ or have prebooked - I don’t know. But I believe when I booked on Headout several months in advance of this trip, that they would have done something similar for me. Instead, they made my get a 2am bus, to stand in freezing temperatures for FOUR AND HALF HOURS. Then your bus driver heads to the ticket office with an enormous wad of cash and buys your ticket and everyone elses’ for the bus there and then. This stinks of bad management or short sightedness. I am not sure how this is going on. But the fact is I was in a queue with about 300 other people from various buses who were all equally sad, cold, and angry. And it is TOTALLY NOT NECESSARY. When I finally got into the tour I had a conversation with other visitors who had ’jumped the queue’ that morning. At least three couples told me they had booked Auschwitz tour only a few days prior in advance and just got a 6.30am bus. So my summation is Headout, AT Cracow, VIP Poland are a bunch of pirates. I just don’t lknow whether these operators with Headout just didn’t pre booked tickets, or get some kickback for buying on the day. But what my main takeaway is, I don’t believe it is necessary to get up at 2am, 3am, 4am, 5am to stand about for HOURS waiting for a bus driver to buy you a ticket at 7.30am, when other operators exist that can provide a ticket and seemingly seamless transition from car park to entrance. If you are standing about outside for hours before 6.30AM you are being played like a cheap fiddle, and you need to leave a negative review so that other saps aren’t duped. That, or you should violently revolt and murder the bus driver. For sure, you will have numbers on yours side. And now the actual experience of Auschwitz. Nothing to do with the Headout, AT Cracow or VIP Poland. For sure it was certainly busy. From here the bus driver (Headout, AT Cracow, VIP Poland) head back to their vehicles and advise you to be back at the bus at a certain time. For the Auschwitz museum tours, you can expect to be divided into a group of about 20-30 I think with one dedicated tour guide who gives you are headset to receive their narration. In my group I had two bored kids, two mahogany coloured women in day glo tracksuits, and 3 or four British guys who seemed to just spend the time talking to one another about their next holiday plans. You wander around in your dedicated group, and you see all the other dedicated groups walking around. Eventually you will enter buildings that have dedicated exhibits, showing piles of shoes, piles of hair, piles of luggage, etc etc. You might want to spend some time considering the enormity of the atrocity, but you’ll need to walk on rather quickly so the other group of 30 barges in. Basically, you are rushed through. This museum needs to limit numbers. And it needs to be a damn sight more strict on how many visitors it is letting in. And for god’s sake, if you are wanting to go, go and bear in mind it is the site of mass murder. So keep your pink adidas at home that day. And if your kids don’t give a damn leave them at home.

29/12/25 Temperature... - 29/12/25 Temperature -5°C, wind chill -12°C. We bought tickets for pick-up at the hotel at 7 am, were picked up at 2:10 am at another location, and left outside the Auschwitz gate freezing for a 3-hour wait. Inhumane, I do not recommend it. The museum experience is unforgettable, everyone should visit, but I wasn't happy with this tour agency. Being left outside for 3 hours in -12°C weather without any support from the agency and without a bathroom, my feet and hands froze. But what angered me most was seeing elderly people going through the same thing. We were all caught off guard. There's nothing wrong with waiting, but it should be comfortable and warm, at least for the elderly. In short, I don't recommend it.

Tour Diaster! - This is the most unprofessional organization I have ever dealt with on aviator. I would not recommend this tour company Team AT Cracow +48 799 797 977 if they were the last company on earth offering tours. We had a tour scheduled for 1300 on 26 Dec 25, and received a message from them saying that the pick up time would be at 0405. I messaged them multiple times telling them that we would not make the pickup time at 0405, that’s why I scheduled the 1300 tour. It was a short duration tour, 3-4 hours and that’s why I booked it. The total cost was $656 for 5 of us. After messaging them multiple times on the Viator website I received some pathetic excuse from them. Hello, Unfortunately all customer booked for the day departed at 3:55 AM regardless of the original booking. We can confirm that the tour departed as scheduled, and our team was present at the agreed meeting point. You hadn't previously cancelled the trip and nobody from our company confirmed different pick up time than 3:55 AM as you were informed. As the tour was provided as planned, we are unable to approve a refund. We are sorry for any confusion and appreciate your understanding. I hadn’t previously canceled the tour because they said no cancellations once it’s booked. That’s why I continued to message them to tell them that, as previously discussed, we would need to be picked up at the original tour time of 1300. They still refuse to do right by me. They refuse to see they screwed things up. If you aren’t going to honor a tour at 1300, why put it on your website? The tour time and duration was exactly what we wanted and needed and without consulting me that the times would change until after my credit card was charged, how convenient. If you look at the reviews, they don’t respond to the negative ones, only the ones that are positive. So what does that tell you? If you want to see Auschwitz’s, DO NOT book with Team AT Cracow. Worst experience ever. If I could give them ZERO STARS, I would, unfortunately I have to rate them something.

Disappointing - Dear AT Crakov Tours Team, I am writing to formally express my complaint regarding the extremely unprofessional service we experienced with your company during our scheduled Auschwitz tour. We had a confirmed pickup appointment at 3:45. At 3:35, we received a missed call on our mobile phone that did not even ring once, and it came from a different phone number than the one that had previously contacted us. We immediately went downstairs, only to realize that the vehicle had already left. We sent a message to that number asking who was calling us, but we never received any reply. After the pickup time had passed, we called the number ourselves. The call was answered by Daniel, the driver of the vehicle, who informed us that he had passed by the hotel and waited for us. He then abruptly ended the call and refused to answer again, stating that he was driving and could not talk. We find this behavior completely unacceptable and highly unprofessional for a company of your kind. We have used other tour companies in the past and have never experienced anything like this. As a result of your company’s actions, we missed the Auschwitz tour entirely, endured unnecessary stress, and were left waiting outside in very cold weather. For these reasons, we are requesting a full refund, as the service we paid for was not provided. We expect your prompt response and resolution of this matter.