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

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

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• +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.

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

  You can forward the email containing your voucher link to another email address, where that computer has access to a printer (e.g. work email address). If you do not have this alternative available to you, please contact Viator Customer Service who will advise options for receiving a printout of your voucher e.g. fax or mail. It is essential that you travel with a printout of your voucher, which is unique to your booking and is your proof of purchase. The voucher must be presented together with valid photo ID upon commencement of your selected tour, and you may not be permitted to join the tour without the voucher. There may also be separate instructions on your voucher, under the Important Information field, which you will need to read in advance of your tour.

• +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.

• +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 brochure page, under the heading Location. 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 brochure page under the heading Pricing. 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 brochure 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 brochure 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?

  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. It is essential that you have your Viator voucher to exchange for your travel service.

• +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.

• +What do I do with the voucher?

  When you have completed your booking, 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. It is suggested that you attach the brochure page to the travel voucher so that you have all the information at your fingertips upon arriving at the destination.

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

  Your travel voucher acts as your ticket. It is essential that you print your voucher and include it with all of your travel documentation. This voucher is unique to your booking and is your proof of purchase. Simply present your travel voucher upon commencement of service, together with valid photo ID for purchase verification.