Planet - Tax Free Reviews 

Planet Tax Free only refunded 44% of the VAT paid with their "tax-free shopping" service (Planet kept the rest, citing various fees). There is no information on the level of fees on Planet's website, and I was provided with no information or paperwork at the Planet Tax Free service point.

I contacted Planet customer support asking for a breakdown of the fees, which after multiple requests, the agent failed to do, seemingly as much in the dark about the level of charges as I was.

Eventually, I was given enough information to estimate that Planet Blue kept 50% of the VAT refund, then charged 13% foreign exchange fee on the balance before refunding to credit card.

In my view, the 50% charge is excessive, for what is an automated process. The 13% foreign exchange fee seems pure extortion - my card provider would have done the foreign exchange free of charge if refunded in local currency, but it appears Planet don't offer this option.

Martina helped me with an issue I had with my passport. She was really kind.

Big thanks to the tax refund staff for the amazing services by Guo! She was so attentive and made sure I didn't miss any details.

Kateryna was very helpful, nice and responsive.
At Steffl in Vienna

Amazing service

Well I have to say that unfortunately for some reason agents at Tax free offices are not so friendly. But Rebecca and Loredana broke this stereotype for me. Thank you for your friendliness and for being so helpful.

Wish you the best in your career :)

Yulia was amazing to work with and the process was seamless! Everyone else was waiting for a while but through planet tax we we got VIP service!

We got our service from Evgenia, she was informative, told me my option getting my tax free refund. Very friendly professional and nice.

I attempted to complete my Tax Free refund application through the online Shopper Portal. However, I encountered a system limitation at the "Select Customs Airport" stage.

My departure from the European Union was via the land border by train from Przemyśl, Poland, rather than by air. Consequently, I did not receive airport customs validation. Instead, my Tax Free documents were duly validated with an official physical Customs Stamp issued by the Polish Customs Authority at the Przemyśl railway border crossing. This customs stamp constitutes valid proof of export under the applicable customs procedures.

Unfortunately, the online system requires users to select a customs airport, making it impossible to complete the refund process in cases where the traveler exits the EU through a land border. As a result, I was forced to seek assistance from Customer Support.

Over a period of more than two weeks, I communicated primarily with Christina. Despite providing clear explanations and repeatedly uploading photographs of my Tax Free form bearing the official Polish Customs stamp, I was informed that the attached files could not be located or were allegedly in an incorrect format. I was never provided with a clear explanation or practical solution.

Additionally, I received multiple telephone calls from different international numbers within a very short period of time, without any prior appointment or notification. Due to the poor connection quality, effective communication was impossible. I do not understand why this matter could not have been resolved through email correspondence, particularly after I had requested communication via WhatsApp, which was unfortunately ignored.

I am disappointed with the quality of the Christina's customer service I received during this stage of the process. The handling of my case resulted in unnecessary delays and inconvenience.

I would, however, like to express my sincere appreciation to Marta and Bindi, Customer Service Supervisors, for their professionalism and prompt assistance. After reviewing the photographs I had previously submitted, they arranged for the Data Processing Team to manually process my Tax Free form and also confirmed that my credit card details had been successfully updated in the Shopper Portal. Their intervention ultimately resolved the issue.

Based on my experience, the online refund system appears to function effectively for travelers departing the European Union by air. However, travelers exiting via a land border may encounter significant difficulties due to the mandatory airport selection requirement, despite possessing valid customs validation from the relevant customs authority. I believe this system limitation should be addressed to accommodate all legitimate methods of departure from the European Union and to prevent unnecessary delays for customers.

Finally, I would once again like to thank Marta and Bindi for their professionalism and for successfully resolving my case.

Nicoletta, At Malpensa made my day! She was kind, efficient and professional. I had a difficulty with the paper work and she has helped me see it all through. I am ever so grateful🙏🏼

It was easy and smooth transaction online.

easy and fast

Unable to scan passport to get refund

The number form that you gave me to input on the shop portal was incorrect, so the mail was worthless

You sent me an email so that I could provide you with my credit card information for my refund. Obviously you had the phones I use the link you provided. I provided you with the passport and credit card information but in the end I was not able to submit the button for submit to Main Gray and it wouldn’t allow me to do it

ILARIA was a really patient and friendly! I really appreciated her help!

Purchase was done mid May in Madrid. Forms filled out by store. As of July 19, still no refund although eligible as confirmed by planetpayment.

Very helpful and responsive the website is very clear it was a very nice experience

I’m the solo traveler with my mom, the girl at the counter is polite and helpful, she ( Rachel, the Asian girl) is also very patient to explain the detax process at the airport, thanks!