viator tours customer service phone number

• Tips For Consumers

Top Viator Question: How Can I Contact Viator Customer Service?

Customers book travel experiences with Viator tours and they want to feel confident that their money is well spent and that the experience lives up to their expectations. When consumers have questions, they want to be able to easily contact Viator, find the answers they need and sort out any issues along the way.

Many consumers post reviews about the travel company online, often asking for booking, cancellation, and possible refunds. These frustrated customers reach out to Viator customer service for solutions, and in some cases, they find the answers they need from the company.

Looking for answers to your questions about how to contact Viator? We have scoured the Viator Help pages to find the answers and information you’re looking for.

• Is Viator legit?
• How can I contact Viator?
• How to contact the company by phone?
• How to contact Viator by email?
• How to get help on social media?
• How to request a Viator refund?
• Can I cancel or change a booking?

1. Is Viator Legit?

Nobody wants to spend money on a trip or adventure that winds up being a waste of time. That’s why it’s worthwhile to wonder, “Is Viator legit?”

According to the Viator customer service pages, the company is associated with TripAdvisor, a big name in the online travel industry. The company also is clear with information about the Viator cancellation policy and refund policy through the help section. If you want to call Viator, the contact information is posted on the website as well.

However, Viator reviews might be the most telling. In their Viator complaint, one PissedConsumer user explained that due to a website error, they were charged four times for their travel group’s tour. In the review (#1209025), the user complained that there were problems that were not addressed despite them calling the Viator phone number and the tour office.

The consumer was going back and forth using the Viator customer service email address and phone numbers. Still, they did not get a refund for a website malfunction. It is worth noting that they were frustrated because they could not reach the company in a timely manner.

2. How Can I Contact Viator Customer Service?

PissedConsumer has compiled contact options if you are trying to reach Viator customer service. To contact Viator, you have several options, including our compiled contact information.

The Viator.com website does not offer an immediate way to call Viator, but you can find the number if you dig deep enough into the subpages of the website.

Additionally, if you need to modify or cancel a Viator booking, there are three contact options provided in the Help pop-up menu that you can open through the site. You can contact the company using online chat or via email. You can also get specialized information when you log into your Viator.com account.

If you don’t have access to a Viator login, you can still contact the company and find the necessary information. The Viator cancellation policy is posted through the help section but will require access to your account created when making your reservation.

Additionally, you can complete a refund request or submit other inquiries through chat, email, social media, or Viator contact number but the preferred method is to log in to your account and complete the request from there.

3. How to Contact Viator Customer Service by Phone?

It is clear from the website and the availability of only one Viator customer service phone number, that calling is not the preferred means of contact for the company. If you want to call Viator from outside of America, you may need to spend some time finding the right number.

If you want to cancel a Viator booking or make changes to a reservation, you have options to email or make automatic changes through your account. Sometimes you just want to talk to someone, and in those cases, it’s good to have the Viator customer service phone number.

The Viator phone number is listed in the About Us section. The Viator contact number specified by their company website in the Google listing is 1-888-680-1640 and their Facebook page suggests calling at 1-888-651-9785.

The company’s phone number is the source of several Viator complaints. In review #3268862, one PissedConsumer user explained that he “ had difficulties contacting a customer service representative ” and that the “ number was incorrect. ” He explained that his “ stress is being compounded by the lack of contact from Viator .”

4. How to Contact Viator by Email?

Viator customer service appears to welcome emails. When you open the Help menu and navigate to the Contact us now section, which you’ll find at the bottom of each article, you will see the option to send an email. While there is not a specific Viator customer service email address given, you can send an email through the site.

Viator reviews indicate that email may not be the best option for contacting the company as you are waiting for a response rather than contacting someone directly. If you have a Viator login, you are encouraged at the top of the Help menu to log in to your account for “personalized help” which may include more direct contact. Otherwise, you can send a Viator customer service email through the Help menu and wait for a response.

5. How to Get Help From Viator Social Media?

There are many options to contact Viator through social media. While it might be hard to find the Viator customer service phone number, it’s easy to directly access social channels. Along a Viator contact number, email or chat, you’ll see an option to contact the company through WhatsApp, a social media chat function.

Though you will find the Viator phone number on the About Us page, there is a link to various social media channels. There is also a Viator customer service email address for press inquiries which is [email protected] and is not likely to help a consumer get in contact with a company representative.

If you are looking to contact a Viator travel agent through social media, you may be able to find one on several platforms. Consider contacting the company or browsing Viator reviews across Twitter, Facebook, YouTube, Instagram, Pinterest, and TikTok, all with the same page name @ViatorTravel.

6. Viator Refund Policy: How to Request a Refund?

The most common Viator complaints are about refunds. Many companies do not seem satisfied with the Viator refund policy and request methods, and they share their experiences online.

The official method to make a Viator refund request is outlined on the company’s site. The Help Center includes instructions for those seeking refunds. You can start requesting a Viator refund in your account.

Once you’ve logged in, you can contact Viator about the refund by finding the booking in question and choosing “Request a Refund.” The Viator cancellation policy also states that you can cancel many experiences up to a day in advance for a full refund, which would not require an additional refund request.

7. Can I Cancel or Change a Booking Reservation on Viator?

Viator cancellation policy is up to 24 hours in advance for tours arranged through the website. The Frequently Asked Questions section includes a detailed set of instructions for how to cancel a reservation.

In order to cancel or change a booking, you will work through the Manage My Booking button on the top right corner of the Viator.com website. You will need your Viator login or use your Itinerary Number to access your bookings.

Once logged in, you will see options to print your tickets, change a tour date, cancel your tour, or simply view additional details. You should view these details carefully for each booking as there may be a detailed cancellation policy for the activity as well.

According to Viator FAQ to cancel a booking, you will use the Cancel Booking button in your account. Be aware that not all tours are eligible for a full refund. This information will be in the details for each booking. After you use the Cancel Booking button, you will see additional information about how much refund you will be given after cancelling. To finish the process, you will click the Cancel Booking button. A confirmation email should follow.

Changing a booking requires completing a request to change the date through the Manage My Bookings menu. According to the Terms and Conditions, you will not be charged a fee for changing the date if your request is received more than three days in advance.

Some activities are not eligible for modifications including theatre and show tickets as well as special events. Also, according to the Terms and Conditions, if you booked your original plans with a promotion or discount, changing the date of your activity may “invalidate your discount.”

There is also a page in the Help Center dedicated to amending or changing a booking. It includes the same information about using the Manage My Booking link to access reservations and then select the changes you’d like to make.

One frustrated customer in their Viator complaint (#3739852) says:

I immediately emailed Viator to please cancel because I could not get there. It was very misleading. We received a email back that said they would credit us but instead it was charged.

The whole situation poses a question, “Is Viator legit?”, as they did not receive a refund after the tour cancellation. Still, the consumer is satisfied with Viator.com and usually uses its services.

What was your experience booking Viator tours? Write a review on Pissedconsumer.com.

* Disclaimer: Ranking and statistics are based on our users’ review texts and PissedConsumer posters’ reviews. Also, a company’s rating is calculated using a mathematical algorithm that evaluates the information in the profile, including users’ rating, the number of resolved issues, the number of company’s responses, etc. The algorithm is subject to change in the future.

Legal disclaimers:

1. While every effort has been made to ensure the accuracy of this publication, it is not intended to provide any legal, medical, accounting, investment or any other professional advice as individual cases may vary and should be discussed with a corresponding expert and/or an attorney.

2. All or some image copyright belongs to the original owner(s). No copyright infringement intended.

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Here's what it's like to to book an adventure abroad through Viator, Trip Advisor's tour and excursion booking platform

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• While in Croatia with my family this year, I used Trip Advisor 's activity-booking platform Viator to book boat charters abroad. All operators are pre-vetted by Trip Advisor to guarantee credibility and safety. Excursions range from $15 for a walking tour to thousands for luxury experiences.
• Booking independently through Viator saved me significant costs compared to using a travel agency, and helped me plan my vacation in advance, with clear pricing and reviews from past guests.
• I had a great experience with Viator and would use it again — but with a few changes. Next time, I'll make sure to ask more questions first, so I don't face any surprises. Here's what you should know to do the same.
• Read all Insider Picks travel reviews here.

I'm a lifestyle journalist with a focus on travel and trot the globe frequently with my husband and five-year-old twins. So I think of myself as pretty savvy when it comes to calling upon Internet resources (not to mention intuition earned through experience) to make bookings, even in places I've never before been.

This summer, I went on a two-week vacation with my family in Europe, hitting Greece and Croatia, plus bordering countries along the Dalmatian Coast. We spent a fair amount of time off the beaten path and there were a lot of moving parts. But I felt confident, and competent, that I could independently plan our trip, without the help of a travel agency. I know my way around search engines for flights, hotels, and deals.

But there was a blind spot. How would I book tours and excursions such as chartering a speedboat for our family to Croatia's famous islands?

I was relieved when I stumbled upon the activity-booking search engine Viator , which is owned by Trip Advisor. After reviewing various offerings and reading reviews, I booked two separate boat charters through the company. Both boats were clean, comfortable, beautiful, more or less as advertised, and operated by companies I would not have known how to access without Viator. 

I'd recommend the platform, especially to anyone staying at an Airbnb without a concierge like I did, or looking for cheaper options than what a hotel or travel agency might suggest. But I'd offer a caveat from my own experience: savvy travelers must make sure to cover their bases to avoid potential pitfalls such as the one we experienced. 

What is Viator?

Viator is Trip Advisor's platform for booking all kinds of activities during travel. Consider you might find 4x4 and camel tours in Dubai, a skip-the-line tour of the Colosseum in Rome, or a tour of the Grand Canyon by helicopter from Las Vegas.

Really, you'll find just about anything. The search engine includes options for a truly whopping 200,000 bookable activities in places all around the world making it unlikely that you won't find what you need. All operators listed are pre-vetted for credibility and safety backed by Trip Advisor .

Importantly, the site also aggregates millions of reviews, like what you'll find on Viator's sister site, Trip Advisor, so you have a pretty good sense of what you're getting. 

How is Viator priced?

Naturally, price points on Viator range dramatically based on the location and the excursions' complexity. A basic walking tour might cost under $20 while a day-long excursion or charter could cost hundreds more. The more expensive of the two trips I booked came in under $1,000, and the rates on the site can soar depending on what you're booking.

The site is optimized for mobile booking, offers around-the-clock customer service in multiple languages, a lowest-price guarantee, and a 24-hour cancellation policy, which makes the financial risk in booking feel low. 

In fact, I made use of that cancellation policy a few times to cancel and rebook similar activities when I changed my mind on the specifics, and also to flatly cancel a sightseeing tour I'd booked for our first day in Greece when I realized we'd all be too jet-lagged to bother.

I made both Viator bookings using my Chase Sapphire Reserve credit card  — both in U.S. dollars — and faced no trouble making these changes.

What did I book through Viator?

I'd never been to Croatia, but knew I wanted to see its beautiful islands. We were staying in an Airbnb apartment (a rare choice for me) instead of a full-service hotel with concierge, so I was on my own for finding out how to do this. 

Poking around on the Internet for tours, I discovered Viator , which was previously unknown to me. I appreciated that like its parent company Trip Advisor, Viator heavily incorporates a review system, and the Trip Advisor backing gave me confidence. I booked two tours, each about three weeks ahead of our arrival.

For our stay in Dubrovnik, I booked a half-day private speedboat tour to the Elafiti islands , which earned an impressive five stars overall, with over 100 reviews on Viator. The trip for four people for four hours came in just under $400 after I used a 10 percent discount code. 

Then, for the portion of our trip in the northern area of the country, Split, I booked an all-day private sightseeing tour with five proposed stops , including the famous Blue Cave and Hvar island. This trip also had an overall five-star rating on Viator, but with far fewer reviews, just 27 as of the time of this writing. The eight-hour trip for four people on the private speedboat charter cost $873 after the discount code.

These prices might seem steep, but consider that it's priced for four people, as well as the alternative. When I briefly felt overwhelmed with planning, I reached out to a Croatia-based travel agency. The land-only quote for a week in the county for our party of four was 12,000 euros. Booking on my own — including these two-day trips through Viator — cut our expenses to less than half.

My booking experience with Viator

After so much planning, our trip was at last underway. We spent a morning at a Dubrovnik beach club before our scheduled boat tour for the afternoon. That same day, the highly responsive tour company reached out through WhatsApp and email to coordinate transportation for us to the marina, where we'd be meeting our skipper and the boat.

They called a rideshare at their expense to meet us at the beach club and we arrived at the marina to find an impeccably clean boat and friendly skipper.

As promised, the boat was just for our family with amenities like shade cover and a USB port to charge up phones and stay ready for photo taking. 

We set out for the afternoon on the Adriatic and were able to customize our itinerary, checking out bays, beaches, and caves at our own pace. The skipper snapped family photos and offered snorkel masks and drinks.

At the end of the afternoon, our skipper called us an Uber to take us back to the hotel. Overall it was a successful, fun day. And at under $400 for four people, felt like a great value for all we were able to do.

Unfortunately, it didn't foreshadow the more challenging experience we had on our next excursion, which was the full-day boat charter from Split.

For that trip, I had more difficulty communicating in advance with the operator, who was less responsive. I didn't get all my questions answered before booking, and miscalculated by making some critical assumptions that turned out to be false.

We arrived at the marina to find a boat that exceeded our expectations. It was a rather luxurious looking speedboat with room for 12 and was larger and fancier than our previous boat in Dubrovnik.

It was also more powerful, at 250 horsepower. While some people might appreciate that, the speed of the vessel scared our young children right away.

Our skipper was a devoted and experienced older brother, so he was well equipped with strategies to help calm our kids and took pains to make them comfortable. He even let my son "drive" the boat and honk the horn, which was a huge hit. 

But my daughter was still uncomfortable as the boat sped through the open ocean. Off the bat, I wondered if this was something any ambitious American traveler would attempt with such young children had they known how rough it would be.

The skipper warned us that the Blue Cave would be backed up and crowded, and the timing might correspond to a bumpy afternoon sail. So we opted against it and chose a custom plan to mitigate the intensity. I appreciated that we were able to change the day's itinerary to better suit our needs.

Our skipper took us to a gorgeous, remote beach on the island of Vis, which was a true highlight with crystal clear water and a sense of true isolation. We swam from the boat to the beach, snorkeled, and took lots of pictures.

Afterward, we sailed to glamorous Hvar island, where we passed an hour or so with lunch in Hvar Town.

But it was after that, on the way back to the harbor in Split, when our challenges started in earnest.

It was squarely afternoon by then, and the winds had picked up; the open ocean was very choppy. That is to say, our boat caught full air and slammed back down — over and over again. There was nothing the skipper could do as this was the nature of the boat and typical conditions.

Although my kids (mercifully) don't suffer motion sickness, they were terrified. Anyone with young children and those who do suffer from motion sickness should inquire about conditions before booking any similar boat ride as I wished I had.

My son could be placated by heading back to his post as the boat's "driver," but my daughter was miserable for the full 75 minutes it took to get back to the marina and the waves soaked our family. Making matters more concerning, there was only one kid-sized life jacket on board.  

I was regretful that I'd gotten us in this position. I hadn't adequately confirmed that this was the right trip for our family.

And although I generally feel like a diligent and capable planner, I'd continued with the booking despite not waiting for the answers I needed: Would there be child-sized snorkel masks? Would there be two child-sized life jackets? Was the water likely to be rough? Will we get wet or seasick?  

The bottom line on Viator  

Overall, I wouldn't trade either of the stunning boat excursions I booked through Viator . They made for essential sightseeing experiences for any visitor to Croatia.

The operators on both experiences were professional, and the services were provided as advertised. I also found the prices to be reasonable, much more so than if I'd booked through a travel agency.

I'll book through Viator again, but next time, I'll make sure I'm asking more questions and getting the specific answers I need first.

If a particular operator is vague or reluctant to respond to the specifics of an important matter, like child-sized life vests, or typical water conditions, I will move on to another operator.  

As a now-seasoned Viator user, I'd say: book with confidence. Just make sure you ask a lot of questions specific to your needs and make sure you get them all answered explicitly before you show up on the day of your booking.

With the sheer number of bookings available on Viator, you should have plenty of options to keep moving onto another suitable tour operator until you find one that gives you all the answers — and confidence — you need.  

Book a Viator excursion, large or small, anywhere on earth .

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