What appeared to be our ticket costing $600 for a party of 8 which included the party name, number of guests and a barcode was just a receipt from Viator. We were unable to board the bus using the barcode on the receipt because the real ticket with a QR code was a link buried in a separate email or text from the tour operator sent on the day of the tour. There were no instructions from Viator explaining their receipt and to expect a subsequent ticket from the tour operator. Two other bookings with Viator on the same vacation are actual tickets, not receipts, with no need for a separate email or text with a link to a QR code. No offer of credit or refund after contacting Viator's customer service. Very disappointing.
Thank you for sharing your feedback. We’re sorry to hear about the travel delays you experienced. We would like to clarify that the Viator confirmation voucher states that the official ticket voucher and tour details are provided separately before the travel date. In this case, the ticket voucher and all relevant tour details were shared with you via email and WhatsApp one day before the scheduled visit, including the information required to use the tickets. Please note that the tickets are valid only for the specified date and time shown on the ticket voucher. Therefore, they cannot be used on a different date without prior confirmation of a rescheduling option. We understand that unexpected travel delays can occur, and we regret any inconvenience caused. We appreciate your feedback and hope this clarification helps explain the ticketing and validity conditions.
