How do I check tour availability?
Availability differs depending on the type of service booked. On any tour or activity page, upon clicking the “Book Now” link available dates and times will be shown. Please note, however, that some services sell very quickly. Availability is subject to change without notice.
Are there discounts for military personnel, special groups, or for booking multiple tours?
We do not offer any discounts other than those stated on the tour or activity page. We use the services of over 1,100 travel providers worldwide, and each booking is made separately with each travel provider. Therefore, we cannot offer discounts for multiple bookings.
Can I book a product and leave it open dated?
You cannot leave a reservation open-dated, but you may make a reservation for a future date, and then contact us well in advance if you need to change the date. Changing the date will incur a $20.00 change fee. You may request changes to your reservations on your account page.
Can you send me a brochure?
You should find all the information you need about the desired tour or activity on the appropriate tour or activity page. If there are other details you would like to know that are not specified anywhere on these pages, please contact us.
Do you cater to large groups?
If you have a group of 20 or more, please contact us, and provide the name of the tour, date, number of adults, number of children, and any additional information. The Group Tours Department will provide pricing and other information.
Do you offer hotel pick up?
Hotel pick-up service is available on specified tours from specified hotels. If you are not staying in a hotel, or your hotel is not specified, we will send you exact instructions on where to meet the tour. Hotel pick-up is not required; you may always meet the tour at the designated departure point. Pickup service is not available from private residences.
How do I confirm my hotel pick-up?
Please provide your hotel name at the time of booking, and then call the telephone number on your ticket 24 to 48 hours prior to your tour or activity to reconfirm your pick-up time and the precise location. It is very important to find out exactly where the pick-up location is because many hotels have multiple entrances, and there will always be a precise point for pick-up.
Do you pick up from airports or from airport hotels?
Most tours and activities do not offer airport pick ups. Most city airports are located well away from the city center and tour operators cannot offer a pick up service from these areas. If an airport pick-up is available, this information will be listed on the tour or activity page. If not, you will need to specify a pick up hotel that you can get to, or you will need to make your way to the main departure point that will be specified on your ticket.
Can you give me directions or maps from one place to another?
If you need directions to your departure point, we recommend that you use an online provider of map information. You will receive the departure address on your ticket. If you still need help, please call the telephone number provided on the ticket for the tour operator that will be handling that particular tour or activity. The operations staff there will be best able to assist you.
Do you offer travel insurance?
Can I book a vacation package?
We offer a variety of vacation packages. Please note that these packages do not include airfare.
Can I call someone with questions?
We have a very large staff of Reservations Agents working from 8:00 AM to 8:00 PM Eastern Time every day of the year. During periods of heavy call volume, calls may be directed to voicemail. It is essential that you leave a message and clearly state your telephone number. Messages are normally returned within an hour. If you have a confirmed booking, all the details of your travel service provider are located on your ticket. You should call them directly for extra information regarding your tour.
How do I make reservations online?
Booking online is as easy as 1-2-3. A “Book Now” button is displayed on all tour and activity pages. When clicked, the available booking options for this tour or activity will be shown. After selecting the desired options, the information entered will be shown for review and confirmation. To confirm a reservation, you must agree to the stated Terms and Conditions. Once submitted, and upon approval from your credit card provider, you will receive a confirmation message and a full receipt. This receipt will also be emailed to you. You will receive an additional email that will contain the confirmation of the tour and your ticket, which will be sent approximately 30 days prior to your tour (or within 72 hours, if your tour or activity is in less than 30 days). Your ticket will contain details about the tour or activity, and should be printed and presented upon arrival.
Can I reserve over the telephone?
You may call us toll-free to make reservations. Reservations Agents are available from 8:00 AM to 8:00 PM Eastern Time every day of the year. Making reservations over the phone will incur a $5.00 service charge.
How far in advance can I book?
Most services can be reserved from us up to one year in advance. Some products are available on a first-come, first-serve basis on the scheduled date. Availability will be shown at the beginning of the booking process.
Can I book a tour or activity when I get there?
It is recommended you pre-book your service to ensure availability. If you wish to wait and book from us at the destination, you may call us at that time, but some services may not be available.
How will I receive my booking confirmation and tickets?
You will receive an email that will contain the confirmation of the tour and your ticket approximately 30 days prior to your tour or activity, or within 72 hours if your tour or activity is in less than 30 days. If your tour or activity is in less than 72 hours, we will provide your ticket as quickly as possible. Your ticket will include a contact number for the operations staff; please call that number at least 24 hours prior to the tour to confirm any details. Be sure to print your ticket, as you may be charged again – with no refund for your original purchase – if you fail to present your ticket. It is the responsibility of the customer to download and print their ticket, either from the email, or on your account page. We do not mail tickets, but we can fax tickets to hotels if necessary.
I will not arrive in time to confirm 24 to 48 hours in advance, what do I do?
Reconfirming 24 hours in advance is mandatory with some tours and activities. If you will not be arriving at your destination in time to reconfirm within 24 to 48 hours, it is highly recommended that you reconfirm with the tour operator prior to this time as departure times and locations may vary slightly. Please refer to the instructions on your ticket; all relevant details and contact numbers can be found there. When you call to reconfirm, be sure to also check which entrance of your hotel will be used for the pick-up (if applicable) and at what time. It is your responsibility to ensure that you are in the correct pick up location at the correct time.
What documentation do I need for the tour?
You must print and bring all tickets, and the lead traveller in the booking must have a photo ID. Children do not require photo IDs.
Our names on the booking are different from those on our Photo IDs; what do we do?
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 Customer Service to amend your details.
Can you accommodate passengers in wheelchairs?
Wheelchair facilities are available for some services. However, passengers in wheelchairs can be accommodated on tours only if they can get on and off the tour vehicle on their own. The wheelchair must be foldable. The driver is not permitted to assist handicapped persons due to insurance restrictions. Please specify during the reservation process if any passengers are handicapped, and the nature of the handicap. We will make special arrangements where possible.
Is there a contact number at the destination for me to call?
All of the details of your travel service provider are provided on your ticket.
Changes to Reservations
How can I cancel or get a refund for my reservations?
Please note that most tours, tickets, and activities have no refunds. Please call 800-208-4421 between 8:00 AM and 8:00 PM Eastern Time to speak to one of our representatives about cancellations and changes. If your call is urgent and you are redirected to voicemail, please leave a detailed message. To ensure accuracy, please spell your first and last name and repeat your telephone number twice so we will be able to reach you more quickly. Please provide complete details and your Reservation ID Number, if possible. Messages are normally returned within an hour.
Please fax cancellations toll-free to 800-410-8234, mail them to the address listed on the Terms and Conditions page, or contact us. Be sure to include the following: the full name under which the reservation was made, your email address, indicate whether you booked the tour or activity online or by telephone, the date of your tour or activity, the name of the tour or activity that was booked, the date you placed your tour or activity order with us, the amount of the transaction, a telephone number where you can be reached if necessary, and a brief explanation of the reason for the cancellation request. The Cancellation Policy and Terms apply to any refund requests.
I need to make changes to my reservation, what do I do?
It may be possible to change your booking, however this depends upon the type of amendment required and is at the discretion of the travel service provider. You may request changes to your reservations on your account page. Changes will incur a $20.00 change fee. Please select your tour carefully, as not all travel service providers will accept changes or amendments once you have received confirmation of your booking.
Do you offer credit vouchers?
On most tours and activities, there is no refund for cancellations; however, in some circumstances a credit voucher may be offered to a customer. If a customer accepts the voucher and then disputes the charged amount, the credit voucher is rendered null and void.
How can I make a correction to the names, titles, or ages in the booking and get a new ticket?
Unless the correction is of a different lead traveler in a booking, there is no need to reissue tickets for other corrections. If you have misspelled a name, not entered a title correctly or mismatched the ages with the travelers, you can contact us, and we will make a note in the booking. tickets will not be reissued for these changes.
What do I do if I am delayed for my tour?
Please allow sufficient time, whenever possible, to reach the departure point in time for your tour or activity. Refer to the contact details listed on your ticket, and contact the tour operator for instructions. If it is after hours, please call and leave a message. There is no guarantee that you will be able to join your tour or activity at another time. If you are late for a tour or activity, you should assume that you have missed the tour or activity and will not get a refund.
What happens if I do not show up?
If you do not show up for your tour or activity, please contact Customer Service. There is no refund for 'no-shows'.
What happens if it rains?
Unless the weather directly affects the safety of the travel service you have booked, all travel services will operate as scheduled. Weather does not usually cause a tour or activity to be canceled.
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, please contact our Customer Service Department with the tour details and Reservation ID Number, and we will process a refund after we confirm the cancellation with the tour operator.
Why haven’t I received my confirmation email?
You should have received an email confirming that your order was received and your credit card charged. This email is automatically sent when you place your order. If you did not receive this email, the issue may be with the email address entered on your order. Please check the email address you entered (if you printed a copy of your order), or contact us and we will check the email address.
If the email address is correct, the issue may be with your email service provider. Please check your spam folder for emails from us. If you have your spam filter set on the highest ranking, only emails from senders in your address book will go into your inbox, and all other emails will go into a "spam" folder. If you can’t locate the confirmation email in your spam folder, contact us and we will reply to your email with a copy of your confirmation.
I don’t have or own a credit card, how do I book a tour?
We use a completely secure and automated booking system, therefore we can only accept bookings made using an authorized and valid credit card. We use Secure Socket Layer ("SSL") encryption, which encrypts your personal information such as your address, telephone number, and your credit card information. If you plan far enough in advance, we can accept payments by money order or cashier's check; however, you must call us toll-free to make a reservation that will be paid by money order or cashier's check. You may also consider purchasing a single-use gift card credit card to use when placing your order with us.
I keep getting a credit card error while trying to book, what do I do?
The booking process is completely automated (and all credit card transactions are secure). If you are receiving an error, here are some potential reasons why:
- Address entered does not match the billing address stored on your account by the issuing credit card company.
- Information may be missing such as zip code, state, telephone number, etc.
- CVV Code may be entered incorrectly. This code is the last 3 digits on the signature line on the back of your credit card.
- Your credit card company may have a block on your account to protect you from your credit card being used online; you should call your credit card company to see if this is the case.
- Your credit card company may have put a hold on this particular transaction; you should call your credit card company to see if this is the case. This happens when someone makes one or more errors trying to enter an order. To protect cardholders from unauthorized use, the credit card companies sometimes place a hold when they see several attempts to charge with changing information used.
- Insufficient funds to cover the transaction being booked.
Please check the entered details on the booking form and try again. If unsuccessful, please call your credit card company. If still unsuccessful, contact us.
Is my credit card safe?
We use Secure Socket Layer ("SSL") encryption, which encrypts your personal information such as your address, telephone number, and your credit card information. This site is protected by Trustwave’s Trusted Commerce Program.
I'm having trouble viewing my ticket, what do I do?
Why haven’t I received my confirmation and ticket?
You should receive an email that will contain the confirmation of the tour and your ticket approximately 30 days prior to your tour or activity, or within 72 hours if your tour or activity is in less than 30 days. If your tour or activity is in less than 72 hours, we will provide your ticket as quickly as possible. This email is automatically sent by our computer system when we confirm an order and issue an ticket. If you did not receive this email, it is possible that the ticket has not yet been issued, or that it may have been routed to your spam folder.
I don’t have a printer to print the ticket, what do I do?
You should attempt to find an alternative place to print the ticket(s), e.g. your workplace, or a friend or relative’s house. If you do not have this alternative available to you, please call us toll-free or contact us, and provide a fax number where we can fax your ticket(s). It is essential that you travel with a printout of your ticket, which is unique to your booking and is your proof of purchase. The ticket must be presented together with valid photo ID upon commencement of your selected tour or activity, and you may not be permitted to join the tour without the ticket.
I am leaving for my trip soon and I will not have access to my emails. How do I receive confirmation and my tickets?
Contact Customer Service with your reservation ID and the name, phone, and fax number of the hotel where you will be staying. We can send your confirmation ticket by fax. Please note this option is only available for confirmations close to departure date. It is essential that you have your ticket to take your tour or activity. Once confirmed, you may always retrieve your ticket on your account page.