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

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

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

  Viator guarantees turnaround on Special Requests within 36 hours, and most requests are answered within 12 hours. 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.

• +What are the cancellation rules for these bookings?

  This information can be found in either the Terms and Conditions field on the brochure 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 affects 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 therefore does not offer a reservation service via the telephone. Viator offers totally secure, online booking services. We also offer 24 hour, 7 day a week Customer Service via email for your questions if you cannot find the answers you need here. If you have a confirmed booking, all the details of your travel service provider are located on your Viator voucher under the heading Important Information. You can call them directly for extra information on your tour close to the departure date.

• +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.

• +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 brochure 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.