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Customer Care

2. Do you require help to book online?

Back to the FAQ list

Here are some questions and answers to help you out quickly.

I keep getting a credit card error whilst trying to book, what do I do?

The Viator booking process is completely automated and all credit card transactions are 100% secure. If your credit card is generating a consistent error, verify that your card has not expired. You may also contact the card issuer to confirm your monthly spending limit has not been exceeded. Otherwise, we recommend you complete the booking using a different credit card. For further assistance contact our Viator Customer Service.

Can I book over the telephone?

Viator is a complete online booking service and we offer 24 hour, 7 days a week customer service via email to support your booking questions. Our goal is to respond to each query we receive within 12 to 24 hours. Occasionally it may take up to 36 hours to reply. To make a booking over the phone, our call center is open 7 days a week: Mon - Fri, 2:00am-9:00pm, Pacific Standard Time (PST). That's 5am -midnight in New York, 10am-5am in London, 7pm-2pm in Sydney. Sat & Sun our call center is open from 7:00am to 4pm (PST). That's 10:00am - 7pm in New York, 3:00pm – midnight in London, midnight - 9am in Sydney. USA & Canada toll-free (888) 651-9785. International +1 (702) 648-5873. Please note that our call center hours are subject to change.

I want to book a vacation package, how can I do this?

We do not offer packaged travel that includes airfares. Viator specializes in small independent sightseeing tours, excursions, attractions and events in hundreds of destinations worldwide. For packaged vacation information or other travel information, we recommend you contact an online travel site or your local licensed travel agent.

Can I book Air / hotels / car rental through you?

Viator does not offer bookings for air, cars or hotels. Viator specializes in small independent sightseeing tours, excursions, attractions and events in hundreds of destinations worldwide. For other travel information, we recommend you contact an online travel agent or your local licensed travel agent.

Can you give me directions or maps from one place to another?

Viator is able to assist you with any questions specifically relating to our products. We cannot answer your general travel questions. We do recommend you contact the local tourist or convention bureau, or an online provider of map information such as mapquest.

Can you check availability for me?

Availability differs depending on the type of travel service booked. On each tour & activity information page, under the heading Additional Information the first line indicates whether a product will be instantly confirmed to you, and hence available, or if Viator has to check with its travel service provider to receive confirmation within 12-48 hours. Availability cannot be automatically checked prior to processing your reservation request.

Where can I get Travel Insurance?

Viator does not offer Travel Insurance. You should seek the advice your local licensed Travel Agent or Insurance company for a quotation. Viator strongly recommends the purchase of Travel Insurance.

Can I book this when I get there?

Viator products can only be booked online. It is recommended you pre book your travel service to avoid disappointment as many of the Viator tours and products are popular, and can be sold out early. If you wish to wait and book at the destination, you will need to contact a local travel service provider once at that destination.

We have more than 9 people in our party, how do I book?

Viator accepts a maximum of 9 passengers per booking at one time. For bookings of 9 people or more, please make the appropriate number of bookings and include a note in the Special Requirements box to notify Viator Customer Service. In the second and any subsequent bookings, please include the Viator Booking Reference number of the first (and subsequent) bookings made. Please note, at this time we are unable to offer any special group discounts.

Can you send me a brochure?

Our tour & activity information pages are electronic and are only displayed on the web. You should find all the information you need about your desired travel product on these tour & activity information pages. If there are other details you would like to know that are not specified anywhere on these pages, please contact the Viator Customer Service team via email.

Is there another way to book than online?

Viator is a complete online booking service and we offer 24 hour, 7 days a week customer service via email to support your booking questions. Our goal is to respond to each query we receive within 12 to 24 hours. Occasionally it may take up to 36 hours to reply. To make a booking over the phone, our call center is open 7 days a week: 2am - 9pm weekdays, 6am - 5pm weekends (Pacific Time). USA & Canada toll-free (866) 648-5873, UK (0203) 478-5933, Australia (02) 8069-5885, International +1 (702) 648-5873. Please note that our call center hours are subject to change.

I don't have or own a credit card, how do I book?

Viator is a complete online travel company and uses a completely secure and automated booking system, therefore we can only accept bookings made online, using an authorized and valid credit card. Fax, telephone or other booking methods are not accepted. Viator uses the Secure Sockets Layer ("SSL") supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. This encryption makes doing business on the Internet as secure as making purchases by telephone.

How do I copy and paste my voucher link?

If you are unsure how to copy and paste a website link, here are 5 easy steps to help you:

1. With your mouse, highlight the ENTIRE web address to be copied
2. Select the EDIT menu and choose COPY
3. Go to your web browser and click inside the window where you normally type the Web address you are going to visit
4. Select the EDIT menu and choose PASTE
5. Now hit ENTER on your keyboard to take you to the web address

I have not received a reply to my emails

Some email internet providers can mark general booking emails such as those sent from Viator as "spam" - please check your spam folder for previous email replies. If you have your spam filter set on the highest ranking, only emails from senders in your address box will go into your inbox. Any other emails (such as replies from internet sites you have booked on) will go into a "spam" folder. These emails can sit in this folder for up to 7 days and then your email system will automatically delete them.

How do I book online?

You'll see a box on every tour & activity information page asking for some brief details (how many adults, how many kids, travel dates) and a Confirm Availability button.

  1. Enter the number of travelers and the date you want to take the tour or activity and click the Confirm Availability button.
  2. Some tours or activities have a set of options you can choose from. The tour may be offered at different times in the day, have different inclusions, or be in different languages. In these cases you will see a page that lists all the choices available for your selected day, and the next and previous days. All these options will show an exact price quote for the number of travelers. Select the option you want by clicking the Add to Cart button.
  3. Once you have selected an option, or the tour or activity does not have any options, you will be taken to the shopping cart page. Here you'll see an exact price quote for the tour you have selected, and quotes for any other tours you may have selected.
  4. If you are happy with the quote you can proceed to the checkout to enter your traveler, payment and contact details, all on the one screen.
  5. You will receive an "Order Summary" with a link to the voucher for your product.
  6. You simply take this voucher to present to the travel service provider prior to the commencement of your travel service.

All of these details will be written on your voucher for your information. It is suggested, however, that you staple the tour & activity information page to the travel voucher so that you have all the information at your fingertips upon arriving at the destination.

Why do I put my credit card details in again?

Booking destination activities is a separate transaction to your flights, hotels or other bookings on this site. When you have chosen your selected travel product, a booking form automatically appears, please enter your credit card details as requested. Once you submit your booking and the product becomes confirmed, your credit card is automatically changed. Your statement will show Viator as the merchant.

Is my credit card safe?

Viator uses the Secure Sockets Layer ("SSL") supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. This encryption makes doing business on the Internet as secure as making purchases by telephone.

Can I book more than one tour at a destination?

You may book any number of tours available in any destination, depending upon your available time. If you are booking more than one tour in the same city, please allow sufficient time in between tours, to allow for traveling between departure points. Each tour must be booked separately, as each individual tour requires a separate confirmation, voucher and credit card transaction.

Can't find what you need?

Click here to send the Viator Customer Care Team your specific request.

Viator’s Low-Price Guarantee

Our travel experts secure the lowest prices...or we refund the difference!

Our pricing is updated constantly to ensure you get the lowest prices available anywhere. If you do happen to find a lower price, send us the details and we'll refund the difference. It's that easy.

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