Customer Care

4. Do you have a question about your existing Viator booking?

Back to the FAQ list

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

I don't have a printer to print the voucher, what do I do?

Most Viator tours no longer require a paper voucher. Check the "Voucher Information" section on the product pages to see if your tour qualifies for an electronic voucher (which you can access from your Confirmation Email, or from your Viator account). Alternatively, log into your Viator.com account and navigate to the "My Bookings" section. There you will find your current Viator bookings, with links to email or fax a voucher to yourself or your hotel. If you are still having problems please contact Viator Customer Service who will advise options for receiving a printout of your voucher e.g. fax or mail.

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.

Is there a contact number at the destination for me to call?

Yes. Once you have a confirmed booking, all the details of your travel service provider are located on your Viator voucher under the heading Important Information.

Some of the passengers (or children) do not have photo ID.

Not all passengers require photo ID upon departure. The main passenger in the booking will definitely require a passport, or other valid photo ID, as identification in order to redeem their Viator voucher.

Our names on the booking are different from those on our Photo ID's

This will not be a problem as long as you have some sort of valid secondary ID that is the same as the name you have booked your travel service under. If this is not the case, please contact Viator Customer Service to amend your details.

Can I get dropped off after my tour to my hotel or in the city?

This depends on the travel service provider and will need to be asked directly to them on the day of the tour. Most travel service providers can drop you to a major hotel or city location, depending on their schedule on the day. You will need to check directly with them at the destination, prior to or on the day of travel.

Where do I exchange my voucher?

This information can be found under the heading Important Information or in the Confirmation Details on your Viator voucher. This voucher acts as your ticket. Simply present this at the stated destination on the voucher, together with valid photo ID for verification, then enjoy your travel service. Please note that many Viator tours now accept e-vouchers, which allow you to present your voucher on a Smartphone.

Is there any parking near the departure point?

If you are driving to your departure point, Viator cannot guarantee there is available free parking. When you have a confirmed booking, there are direct numbers listed for the travel service provider on your Viator voucher. You can call these numbers and they will be happy to help you with your specific questions about parking in the area.

I need directions to the departure / ticket exchange point.

The meeting point for the beginning of every travel service can be found on the tour & activity information page, under the Schedule Details section. Extra information may also be contained under the heading Additional Info on this same page. If you need directions to this point, please contact the travel service provider 24-48 hours prior to your confirmed departure date on the numbers listed under the heading Important Information on your Viator voucher.

What time does my tour depart?

Your tour departure information can be found on your Viator voucher under the heading Important Information, or in the Confirmation Details. If there is no time listed, you will be required to call the travel service provider at least 24 hours prior to your departure date to reconfirm your tour meeting point and departure time. This contact information is also found on your voucher under the heading Important Information.

Are there any discounts for Military Personnel, AAA or other groups?

Unfortunately, Viator cannot offer any discounts other than those stated on the tour & activity information page under the Special Offer heading, or under the Tour and Pricing Options section. Further discounting for groups such as Military Personnel, AAA, NRMA etc. is unable to be offered at this time.

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.

Please send my voucher by mail

Your Viator voucher is accessible from the link provided in your confirmation email. You will need to click on the link, follow the directions and print a copy of your unique Viator voucher. 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 containing the voucher link to another email address, where you may be able to access the link successfully through another browser. If either of these options still does not provide access to your voucher, please contact Viator Customer Service with your booking details and we will send you a new voucher link, or alternatively, arrange to send you a copy by fax to an applicable fax number you advise to us.

I am leaving for my trip soon and I will not have access to my emails. How do I receive confirmation and my voucher?

Log into your Viator.com account and navigate to the "My Bookings" section. There you will find your current Viator bookings, with links to email or fax a voucher to yourself or your hotel. If you are still having problems please contact Viator Customer Service and advise your Viator Booking Reference number and the name, phone and fax number of the hotel/place you will be staying at. We will advise by phone or fax if your booking is confirmed and if so, send your confirmation voucher. Please note this option is only available for confirmations close to departure date.

Do children need photo ID also?

Children do not require photo ID. The travel provider who is providing the service requires valid photo ID such as a passport, driver's license or any other form of identification displaying a current photo of the lead traveler in the booking. This is required to protect your purchase.

I need to make a correction to the names, titles, ages in the booking and get a new voucher

Unless the correction is of a different lead traveler in a booking, there is no need to reissue vouchers for other corrections. If you have misspelt a name, not entered a title correctly or mismatched the ages with the travelers, you can send the Viator Customer Service team an email and we will make a note in the booking. Vouchers will not be reissued for these changes.

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 will not arrive in time to confirm 24 hours in advance, what do I do?

Reconfirming 24 hours in advance is mandatory with some travel product, and receommended for others. Please refer to the instructions on your Viator voucher for details. If you will not be arriving at your destination in time to reconfirm within 24 hours, please reconfirm with the tour operator prior to this time as departure times and locations may vary slightly. It is highly recommended you receive this up to date confirmation directly from the tour operator prior to departure. All relevant details and contact numbers can be found on your voucher under the heading Important Information.

Does this tour pick up from the airport?

Most day tours and sightseeing tours do not offer airport pick ups. Most city airports are located well away from the city centre and tour operators cannot offer a pick up service from these areas. If a tour does offer airport pick ups, this information will be listed on the tour & activity information page under the heading Additional Info or Airport Transfers. If there is no information listed, the tour does not pick up from the airport. You will need to nominate a pick up hotel you can get to, or alternatively, you will need to make your way to the main departure point listed on the tour & activity information page under the Schedule Details section.

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.

What do I do with the voucher?

When you have completed your booking, check to see if your tour/activity requires a paper voucher or if it accepts e-vouchers (look for the "Voucher Information" section on your confirmation email). While we recommend that you always print and bring a paper copy of your voucher as a back-up, for tours/activities that accept e-vouchers you can simply present your e-voucher on your Smartphone on the day of travel. Alternatively, if your tour/activity only accepts paper vouchers, then it is essential that you print your travel voucher and include it with all of your other documentation. This voucher is unique to your booking and is your proof of purchase. It must be presented together with valid photo ID upon commencement of your selected tour, or used to redeem your ticket. There may be separate instructions on your voucher under the Important Information field, please read these in advance of your travel service.

Where are my tickets? Can they be sent to me?

Log into your Viator account and navigate to the "My Bookings" section. Here you can select any of your upcoming Viator bookings and chose to email or fax a voucher to yourself or your hotel. If your tour accepts e-vouchers, you can also access your e-voucher from the "My Bookings Section". Otherwise, if your tour only accepts paper vouchers, it is essential that you print your voucher and include it with all of your travel documentation.

Do I require any sort of photo identification?

Yes, the travel provider who is providing the service requires valid photo ID such as a passport, driver's license or any other form of identification displaying a current photo of the lead traveller in the booking. This is required to protect your purchase.

Can't find what you need?

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

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