Time is the most essential element in travel. When it comes to figuring out a meeting point in Rome or a refund for a canceled tour in Tokyo, the ability to connect with Viator customer service can save you lots of stress. Although Viator is known for having customer support due to its connection to Tripadvisor, it is not easy to offer support due to the large scope of its services. Most customers do not know how to chose support based on their needs.
This guide is as straightforward as possible, describing every available option to contact Viator, including local phone options and digital chat support.
- For Immediate Support: Call Viator
If your tour is starting in the next 24 hours, or if you are currently at a meeting point and looking for the guide, do not attempt to send an email. Phone support is the only way to get immediate help. Viator has 24/7 global support, including phone lines.
Primary Contact Number
USA & Canada (Toll-Free): 1 (888) 651-9785
UK: +44 (20) 3478 5933
AU: +61 (2) 8069 5885
INTERNATIONAL: +1 (702) 648-5873
What to have ready: Before calling, go through your confirmation email or the Viator App. The agent will ask you for your Booking Reference Number (it usually starts with “BR-”). Having this ready will save you time.
- Viator Help Center & Live Chat
If the issue is not critical, such as, you want to know the dress code for a cathedral, or you want to know if you can roll through the tour with your wheelchair, the Help Center will work for you.
Self Service Portal: Many “contact” needs can be resolved without actually contacting someone. When you log in to “Manage My Booking”, you can change the date, add a traveler, or cancel a booking.
Live Chat: Click on the Chat (Help) icon, on the Viator website or the mobile app, you will be directed to a bot that will respond to your question. To reach a real person, type “speak to an agent” or “live representative” in the chat.
- Email and Social Media Contacting
In situations such as a complex complaint, a dispute regarding billing, a refund request, or situations where you need to document things with photos or attached documents, email is the best option to ensure you have a paper trail.
Direct Email: customersupport@viator.com
Social Media Support is not really a support channel, but Viator has social media support teams on X (formerly Twitter) and Facebook, and they tend to be responsive when you tag them. If you are not getting a response through more traditional channels, sometimes, a tag and a nice request will help put you in the hands of a decision-maker.
- When to Contact the Local Tour Operator Instead
This is the most important distinction for any traveler. Viator is the booking platform, but they are not the ones driving the boat or leading the hike.
Contact the Local Operator if:
You are running 10 minutes late for pickup.
You can’t find the guide at the designated meeting spot.
You need to ask if a specific dietary requirement is covered for lunch.
How to locate supplier contact information: Each voucher issued by Viator includes the section titled Supplier Contact Information. This section typically contains a local contact phone number and an email address. For some countries, the supplier contacts may be available on WhatsApp, which typically allows for quicker communication while traveling.
- Refund and Cancellation Policies
When searching for contact details for Viator, most users are looking to initiate a refund.
Refunds and Cancellations: For most bookings on Viator, you can receive a full refund if you cancel 24 hours prior to the booking’s start time. Support will not need to be contacted for this. Simply navigate to your account and select Cancel booking.
Late Cancellations: If you missed the 24-hour window due to an emergency (like a flight delay or illness), you will need to contact customer service directly. Offering supporting documentation, like a doctor’s note or flight cancellation, may increase your chances of a “goodwill” refund.
- Important Considerations for An Ideal Support Interaction
These travel tips will make your support experience even better.
Take Screenshots: Glitches and errors during payments? Screenshots will help support agents troubleshoot.
Time Zones: Remember that Viator’s support team is global while your local operator is local. It wouldn’t make sense to call an Italian local tour operator at 3:00 AM Rome time. Call the global Viator line instead.
Clarity and Conciseness: When it comes to phone and chat, lead with your Booking ID and your specific ask. I need to change my tour date from the 12th to the 14th.”
Final Thoughts
As in many customer service situations, knowing how to reach Viator customer service involves knowing how to use the proper customer service tool. Calls are best for urgent issues. Apps are best for quick cancellations. Directly reaching suppliers is best for logistical issues while you are on the ground. Following this order of preference will help you clear your issues and get back to enjoying the holiday.
