Customer Care

5. Do you need to change, amend or cancel your Viator booking?

Back to the FAQ list

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

What are the cancellation rules for these bookings?

This information can be found in either the Terms and Conditions field on the tour & activity information page, or at the bottom of most Viator pages, under the link Terms and Conditions. Simply click on the link Terms and Conditions and read through the information to find the points you need. If you have a confirmed booking, this information is also located at the bottom of your Viator voucher.

Can I change/amend my booking?

It may be possible to amend your booking, however this depends upon the type of amendment required and is at the discretion of the travel service provider. Contact Viator Customer Service with your current Viator booking number and specific details of your amendment, and we will be able to advise if the change/amendment is possible. Please select your tour carefully, as not all travel service providers will accept changes/amendments once you have received confirmation of your booking. As per the Terms and Conditions some sales attract change/amendment and cancellation penalties.

What do I do if I am delayed for my tour?

Refer to the contact details listed on your voucher and contact the tour operator for instructions. If it is after hours, contact Viator Customer Service. There is no guarantee that you will be able to join your tour on a later departure, as they may be fully booked. Please allow sufficient time, whenever possible, to reach the departure point in time for your tour. As per the Terms and Conditions on the tour description page of your travel service (where applicable) and the Terms and Conditions located at the bottom of most pages, many travel services carry heavy cancellation penalties.

What happens if it rains, or if the travel service provider cancels on the day?

Unless the weather directly effects the travel service you have booked, all travel services will operate as scheduled. In the case where a travel service provider cancels a tour on the day, please notify Viator Customer Service via email, including your tour details and Viator Booking Reference number, and we will process monies due back to you accordingly.

What happens if when I get there, the tour is not running due to unforeseen circumstances?

In the case where a travel service provider cancels a tour on the day, please notify Viator Customer Service via email, including your tour details and Viator Booking Reference number, and we will process monies due back to you accordingly.

I would like to change the date of my tour/ticket, what do I do?

Not all products are exchangeable after confirmation, and some products carry heavy cancellation penalties. This can be checked by re-reading the Terms and Conditions, which are available at the bottom of most Viator pages. Please contact Viator Customer Service via email, including the details of your existing booking, plus the details of the new dates you wish to change to. Not all requests will be able to be fulfilled, however Viator will do everything we can to ensure you get the dates you wish.

Do you have a phone number I can call?

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 need to change the passenger names in my booking, what do I do?

Not all bookings can be changed. You will need to contact Viator Customer Service via email with your booking details (including the Viator Booking Reference number) to see if your request can be fulfilled.

I need to cancel my booking

Not all travel products can be canceled at no cost. Please read through the Terms and Conditions located at the bottom of most Viator pages, and also on your voucher, regarding cancellation fees. There may be extra information contained under the heading Important Information also. Please read all information to find the points you need. If you decide to proceed with the cancellation request, please contact Viator Customer Service with your current booking number and specific details of your request, and we will be able to advise of any cancellation charges.

I need a refund of my booking

Not all travel products can be refunded at no cost. Prior to travel date, please read through the Terms and Conditions regarding cancellation fees. This information is located at the bottom of your Viator Voucher. There may be extra information contained under the heading Important Information also. Please read all information to find the points you need. If your request is after the travel date, please contact Viator Customer Service with your booking number and specific details of your refund request.

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.

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.

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 happens if I cancel or do not show up?

Please select your travel service carefully before booking, as many travel services carry heavy cancellation and amendment penalties. Please make sure you read the Terms and Conditions field on the tour & activity information page where applicable, together with the Terms and Conditions which are located at the bottom of most Viator pages. If you are unable to show up for your tour, please contact Viator Customer Service who will advise the travel service provider on your behalf. You may be able to claim reimbursement through your travel insurance depending upon your circumstances. Please contact your travel insurance company for further details.

When sending a special inquiry / request, what do I do if I don't get an answer within 36 hours?

Our Customer Care team provides fast, detailed responses to your questions 24 hours a day! 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. If you have not heard from Viator within 36 hours, please re-submit your request. Viator Customer Service may not have received your initial request due to undeliverable mail or another type of internet/server error.

Can I change/amend my Member Only Deal booking?

No. As per Viator's Terms and Conditions, Member Only Deals are non-refundable and cannot be changed or modified without incurring 100% cancellation penalties.

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.

Viator uses cookies to improve your experience on our website. Learn more about how we use cookies and how to change your cookie settings | Close message