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Customer Care

3. Are you experiencing difficulty while trying to book?

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.

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.

I cannot access my voucher link.

If you cannot access your voucher from the link provided, firstly copy and paste the link into a fresh browser page and try again, or forward the email with your voucher link to another email address and try to print it through another browser. If this still does not work, please contact Viator Customer Service with your booking details and we will send you a new voucher link.

How to Copy and Paste

1.With your mouse, highlight the ENTIRE web address as required
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

It has been 48 hours since I booked and I have not received confirmation.

Confirmations sometimes take a little longer than 48 hours, especially over weekends and holidays. Viator will do everything possible to secure a confirmation. Please note that your credit card will not be charged until your booking is confirmed.

I am travelling in a group - do you cater for groups and/or have a group discount program?

Viator accepts a maximum of 9 passengers per booking at one time. The travel services Viator offers are specialized for independent travelers and small groups and we cannot guarantee that travellers in a large group will be seated together. For groups of 18 or more please submit an inquiry on our Group Services page.

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.

I'm not sure if my booking was processed, did you get my booking request?

Please contact Viator Customer Service via email with your booking details including the site you were booking on, the name of the travel service, the name/s of the passenger/s and the date of travel. We will check to see if we have received your booking request successfully and will be in contact with you via email.

I'm getting errors / blank pages when I am trying to book, what is the problem?

Errors can often occur as pages can be "cached". We recommend you "refresh" or "reload" your pages and try again. If you are still experiencing difficulty, please contact Viator Customer Service via email with the details, including the site you are in, the exact error message you are receiving as well as the page you are on.

I am receiving an error message

There could be many reasons for this. Please contact the 24/7 Viator Customer Service via email, with details of the site you are on, the page you were on and the error message you received.

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.

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'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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