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AA.com Activities - Frequently Asked Questions
 
1. Do you have a question related to this travel service?
 
  Q: What are the cancellation rules for these bookings?
Q: Can I book over the telephone?
Q: What hotels does this tour pick up from?
Q: What days does this tour operate?
Q: Can you check availability for me?
Q: Are there different times of departure for this tour?
Q: I'm not staying in a hotel, what is the closest pick up point? Do you pick up from private residences?
Q: Can I get dropped off after my tour to my hotel or in the city?
Q: Where is the meeting point for my tour?
Q: Do I need a Visa or passport or are there any special health requirements for this tour?
Q: I am travelling in a group - do you cater for groups and/or have a group discount program?
Q: Does this operate on Christmas and Public Holidays?
Q: Can I book this when I get there?
Q: What languages are available for this tour?
Q: Are there any discounts for Military Personnel, AAA or other groups?
Q: Can you send me a brochure?
Q: I would like a quote for a travel product?
Q: How far in advance can I book?
Q: I don't know what date I'm traveling yet, can I book a product and leave it open dated?
Q: Are there discounts for booking more than one tour?
Q: Can you tell me what hotels are close to the departure point?
Q: I'd like a customized tour for myself and/or my group
Q: When do I receive confirmation of my booking?
 
2. Do you require help to book online?
 
  Q: I keep getting a credit card error whilst trying to book, what do I do?
Q: We have more than 9 people in our party, how do I book?
Q: How do I book online?
Q: Why do I put my credit card details in again?
Q: Is my credit card safe?
Q: Can I book more than one tour at a destination?
 
3. Are you experiencing difficulty while trying to book?
 
  Q: I cannot access my voucher link.
Q: It has been 48 hours since I booked and I have not received confirmation.
Q: I'm not sure if my booking was processed, did you get my booking request?
Q: I'm getting errors / blank pages when I am trying to book, what is the problem?
Q: I am receiving an error message
 
4. Do you have a question about your existing booking?
 
  Q: Do I require any sort of photo identification?
Q: I don't have a printer to print the voucher, what do I do?
Q: Is there a contact number at the destination for me to call?
Q: Some of the passengers (or children) do not have photo ID.
Our names on the booking are different from those on our Photo ID's
Q: Can I get dropped off after my tour to my hotel or in the city?
Q: Where do I exchange my voucher?
Q: Is there any parking near the departure point?
Q: I need directions to the departure / ticket exchange point.
Q: What time does my tour depart?
Q: Please send my voucher by mail
Q: I am leaving for my trip soon and I will not have access to my emails. How do I receive confirmation and my voucher?
Q: Do children need photo ID also?
Q: I need to make a correction to the names, titles, ages in the booking and get a new voucher
Q: What do I do with the voucher?
Q: Where are my tickets? Can they be sent to me?
 
5. Do you need to change, amend or cancel your booking?
 
  Q: When sending a special inquiry / request, what do I do if I don't get an answer within 36 hours?
Q: Can I change/amend my booking?
Q: What do I do if I am delayed for my tour?
Q: What happens if it rains, or if the travel service provider cancels on the day?
Q: What happens if when I get there, the tour is not running due to unforeseen circumstances?
Q: I would like to change the date of my tour/ticket, what do I do?
Q: I need to change the passenger names in my booking, what do I do?
Q: I need to cancel my booking
Q: I need a refund of my booking
Q: What happens if I cancel or do not show up?
 
1. Do you require help to book online?
 
 

Q: What are the cancellation rules for these bookings?
A: This information can be found in either the Terms and Conditions link on the product check-out page, (just prior to confirming) or at the very bottom of each Activities site page under the link Terms and Conditions. If you have a confirmed booking, this information is also located at the bottom of your voucher.

Q: Can I book over the telephone?
A: Yes. The Activities site is a complete online booking service and is designed for ease of use to meet the needs of all our customers. The site uses the Secure Sockets Layer ("SSL") supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. This encryption makes doing business on the Internet as secure as making purchases by telephone. However if you need to speak with an agent we offer 24 hour, 7 days a week customer service via email or phone to support your booking questions.

Q: What hotels does this tour pick up from?
A: Hotel pick up points are either listed on the brochure page, advised at confirmation time or you'll be advised (on your printable travel voucher) to call the travel provider's local telephone number 24 hours prior to confirm your hotel pick up details. Relevant travel service provider details are located on your voucher under Important Information. It is suggested that you attach the brochure page to the travel voucher so that you have all the information at your fingertips upon arriving at the destination.

Q: What days does this tour operate?
A: The days of operation of every travel service can be found on each brochure page under the heading Dates for tours, or Schedule for Theatre tickets and shows. The times of departure or operation are also found on these brochure pages under Location for tours, or Schedule for Theatre tickets and shows.

Q: Can you check availability for me?
A: Availability differs depending on the type of travel service booked. On each tour & activity information page, under the heading Additional Information the first line indicates whether a product will be instantly confirmed to you, and hence available, or if we have to check with our travel service provider to receive confirmation within 48 hours. Availability cannot be automatically checked prior to processing your reservation request.

Q: Are there different times of departure for this tour?
A: The times of departure or operation are found on the brochure pages under Location for tours, or Schedule for Theatre tickets and shows. The days of operation of every travel service can be found on each brochure page under the heading Dates for tours, or Schedule for Theatre tickets and shows. Please note that departure times are subject to change and reconfirmation for any booked travel is required prior to departure.

Q: I'm not staying in a hotel, what is the closest pick up point? Do you pick up from private residences?
A: Most tour operators do not pick up from private residences. You will need to provide the nearest major hotel to where you are staying, and enter these details as the pick up in your booking request. Alternatively you can make your way to the main departure point listed on the brochure page under the heading Location.

Q: Can I get dropped off after my tour to my hotel or in the city?
A: This depends on the travel service provider and will need to be asked directly to them on the day of the tour. Most travel service providers can drop you to a major hotel or city location, depending on their schedule on the day. You will need to check directly with them at the destination, prior to or on the day of travel.

Q: Where is the meeting point for my tour?
A: The meeting point for the beginning of every travel service can be found on the brochure page, under the heading Location. Extra information may also be contained under the heading Additional Info on this same page. If you need directions to this point, please contact the travel service provider 24-48 hours prior to your confirmed departure date on the numbers listed under the heading Important Information on your voucher.

Q: Do I need a Visa or passport or are there any special health requirements for this tour?
A: Please check with the appropriate consulates to determine if any visas are needed. As these requirements are subject to change without notice, it is recommended that foreign visa, passport and health requirements are investigated prior to travel.

Q: I am travelling in a group - do you cater for groups and/or have a group discount program?
A: We accept a maximum of 9 passengers per booking at one time. The travel services are specialized for independent travelers and small groups. We cannot guarantee that travelers in a large group will be seated together. At this time we are unable to offer any special group discounts.

Q: Does this operate on Christmas and Public Holidays?
A: This information can be found on the product brochure pages under the heading Dates for tours, or Schedules for theatre and show tickets. Please note that Public Holidays vary throughout many destinations where we offer travel services. Some travel service providers may decide at short notice not to operate on certain Public Holidays. This will be advised at booking if applicable.

Q: Can I book this when I get there?
A: Yes, AA.com products can be booked online or over the phone however it is recommended you pre book your travel service to avoid disappointment as many of the tours and products are popular, and can be sold out early.

Q: What languages are available for this tour?
A: The majority of the tours and services provided are available in English only. If another language is available, this will be mentioned on the brochure page.

Q: Are there any discounts for Military Personnel, AAA or other groups?
A: Unfortunately, we cannot offer any discounts other than those stated on the brochure page under the heading Pricing. Further discounting for groups such as Military Personnel, AAA, NRMA etc. is unable to be offered at this time.

Q: Can you send me a brochure?
A: Our brochure pages are electronic and are only displayed on the web. You should find all the information you need about your desired travel product on these brochure pages. If there are other details you would like to know that are not specified anywhere on these pages, please contact our Customer Service team.

Q: I would like a quote for a travel product?
A: You can receive a quote for any product online at any time that suits you. Simple follow the instructions to book, enter the dates you desire to travel, the number of people required, and you will receive a live quote for that product. If the quote is acceptable, please proceed online to book. All quotes given online are current and up to date.

Q: How far in advance can I book?
A: Over 98% of travel products available have pricing tables on the brochure pages, which indicate how far in advance a travel product can be booked at that time. If the date you want is outside this range, please bookmark the brochure page, as product updates occur every week. Some product is only updated once a year when new season prices are determined by each travel product provider. If you cannot find the information you require on the brochure pages, please contact the Customer Service Team.

Q: I don't know what date I'm traveling yet, can I book a product and leave it open dated?
A: The majority of travel services must have a pre booked date designated in order for the travel supplier to cater for passengers. Exceptions to this are attraction passes, hop on/hop off buses and certain trolley tours.

Q: Are there discounts for booking more than one tour?
A: No. AA.com uses the services of over 1000 travel providers worldwide and each booking is made separately with each travel provider. Therefore, we cannot offer discounts for multiple bookings.

Q: Can you tell me what hotels are close to the departure point?
A: Yes. Please search via
www.aa.com/hotels or call 800-960-7163.

Q: I'd like a customized tour for myself and/or my group
A: We offer a wide range of individual tours, events and attractions, however AA.com cannot arrange customized tours.

Q: When do I receive confirmation of my booking?
A: The confirmation process depends upon the booking conditions. These are explained in the Additional Information field, located on the tour & activity information page. Most tours are confirmed at time of booking, however others will be advised to you within 48 hours. If confirmation or otherwise is not received within 48 hours, please contact Customer Service for further assistance.

 
2. Do you require help to book online?
 
 

Q: I keep getting a credit card error whilst trying to book, what do I do?
A: The booking process is completely automated and all credit card transactions are 100% secure. If your credit card is generating a consistent error, verify that your card has not expired. You may also contact the card issuer to confirm your monthly spending limit has not been exceeded. Otherwise, we recommend you complete the booking using a different credit card. For further assistance contact our Customer Care.

Q: We have more than 9 people in our party, how do I book?
A: We accept a maximum of 9 passengers per booking at one time. For bookings of 9 people or more, please make the appropriate number of bookings and include a note in the Special Requirements box to notify Customer Service. In the second and any subsequent bookings, please include the Booking Reference number of the first (and subsequent) bookings made. Please note, at this time we are unable to offer any special group discounts.

Q: How do I book online?
A: Booking our products is easy.
-- You'll see a Quote and Book or Get a Price Quote button at the bottom of every brochure page.
-- Click here and the system will prompt you for some brief details (how many adults, how many kids, travel dates).
-- The next page will contain an exact price quote, based on your input.
-- If this quote is OK, you can proceed to enter your traveler, payment and contact details, all on the one screen.
-- You will receive an "Order Summary" with a link to the voucher for your product.
-- You simply take this voucher to present to the travel service provider prior to the commencement of your travel service.
All of these details will be written on your voucher for your information. It is suggested, however, that you staple the brochure page to the travel voucher so that you have all the information at your fingertips upon arriving at the destination.

Q: Why do I put my credit card details in again?
A: Booking destination activities is a separate transaction to your flights, hotels or other bookings on this site. When you have chosen your selected travel product, a booking form automatically appears, please enter your credit card details as requested. Once you submit your booking and the product becomes confirmed, your credit card is automatically changed. Your statement will show Viator as the merchant.

Q: Is my credit card safe?
A: Yes. The site uses the Secure Sockets Layer ("SSL") supported by Microsoft Internet Explorer and all other popular browsers. SSL encrypts your personal information such as your password, address and telephone number, and your credit card is available only to you and the credit card companies. This encryption makes doing business on the Internet as secure as making purchases by telephone.

Q: Can I book more than one tour at a destination?
A: You may book any number of tours available in any destination, depending upon your available time. If you are booking more than one tour in the same city, please allow sufficient time in between tours, to allow for traveling between departure points. Each tour must be booked separately, as each individual tour requires a separate confirmation, voucher and credit card transaction.

 
3. Are you experiencing difficulty while trying to book?
 
 

Q: I cannot access my voucher link.
A: If you cannot access your voucher from the link provided, firstly copy and paste the link into a fresh browser page and try again, or forward the email with your voucher link to another email address and try to print it through another browser. If this still does not work, please contact Customer Service with your booking details and we will send you a new voucher link.

How to Copy and Paste
1.With your mouse, highlight the ENTIRE web address as required
2. Select the EDIT menu and choose COPY
3. Go to your web browser and click inside the window where you normally type the Web address you are going to visit
4. Select the EDIT menu and choose PASTE
5. Now hit ENTER on your keyboard to take you to the web address

Q: It has been 48 hours since I booked and I have not received confirmation.
A: Confirmations sometimes take a little longer than 48 hours, especially over weekends and holidays. We will do everything possible to secure a confirmation. Please note that your credit card will not be charged until your booking is confirmed.

Q: I'm not sure if my booking was processed, did you get my booking request?
A: Please contact Customer Service with your booking details including the site you were booking on, the name of the travel service, the name(s) of the passenger(s) and the date of travel. We will check to see if we have received your booking request successfully and will be in contact with you.

Q: I'm getting errors / blank pages when I am trying to book, what is the problem?
A: Errors can often occur as pages can be "cached". We recommend you "refresh" or "reload" your pages and try again. If you are still experiencing difficulty, please contact Customer Service via email with the details, including the site you are in, the exact error message you are receiving as well as the page you are on.

Q: I am receiving an error message
A: There could be many reasons for this. Please contact Customer Service with details of the site you are on, the page you were on and the error message you received.

 
4. Do you have a question about your existing booking?
 
 

Q: Do I require any sort of photo identification?
A: Yes, the travel provider who is providing the service requires valid photo ID such as a passport, driver's license or any other form of identification displaying a current photo of the lead traveler in the booking. This is required to protect your purchase.

Q: I don't have a printer to print the voucher, what do I do?
A: You can forward the email containing your voucher link to another email address, where that computer has access to a printer (e.g. work email address). If you do not have this alternative available to you, please contact Customer Service who will advise options for receiving a printout of your voucher e.g. fax or mail. It is essential that you travel with a printout of your voucher, which is unique to your booking and is your proof of purchase. The voucher must be presented together with valid photo ID upon commencement of your selected tour, and you may not be permitted to join the tour without the voucher. There may also be separate instructions on your voucher, under the Important Information field, which you will need to read in advance of your tour.

Q: Is there a contact number at the destination for me to call?
A: Yes. Once you have a confirmed booking, all the details of your travel service provider are located on your voucher under the heading Important Information.

Q: Some of the passengers (or children) do not have photo ID.
A: Not all passengers require photo ID upon departure. The main passenger in the booking will definitely require a passport, or other valid photo ID, as identification in order to redeem their voucher.

Q: Our names on the booking are different from those on our Photo ID's
A: 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.

Q: Can I get dropped off after my tour to my hotel or in the city?
A: This depends on the travel service provider and will need to be asked directly to them on the day of the tour. Most travel service providers can drop you to a major hotel or city location, depending on their schedule on the day. You will need to check directly with them at the destination, prior to or on the day of travel.

Q: Where do I exchange my voucher?
A: This information can be found under the heading Important Information or in the Confirmation Details on your voucher. This voucher acts as your ticket. Simply present this at the stated destination on the voucher, together with valid photo ID for verification, then enjoy your travel service.

Q: Is there any parking near the departure point?
A: If you are driving to your departure point, we cannot guarantee there is available free parking. When you have a confirmed booking, there are direct numbers listed for the travel service provider on your voucher. You can call these numbers and they will be happy to help you with your specific questions about parking in the area.

Q: I need directions to the departure / ticket exchange point.
A: The meeting point for the beginning of every travel service can be found on the brochure page, under the heading Location. Extra information may also be contained under the heading Additional Info on this same page. If you need directions to this point, please contact the travel service provider 24-48 hours prior to your confirmed departure date on the numbers listed under the heading Important Information on your voucher.

Q: What time does my tour depart?
A: Your tour departure information can be found on your voucher under the heading Important Information, or in the confirmation details. If there is no time listed, you will be required to call the travel service provider at least 24 hours prior to your departure date to reconfirm your tour meeting point and departure time. This contact information is also found on your voucher under the heading Important Information.

Q: Please send my voucher by mail
A: Your voucher is accessible from the link provided in your confirmation email. You will need to click on the link, follow the directions and print a copy of your unique voucher. If you cannot access your voucher from the link provided, firstly copy and paste the link into a fresh browser page and try again or forward the email containing the voucher link to another email address, where you may be able to access the link successfully through another browser. If either of these options still does not provide access to your voucher, please contact Customer Service with your booking details and we will send you a new voucher link, or alternatively, arrange to send you a copy by fax to an applicable fax number you advise to us.

Q: I am leaving for my trip soon and I will not have access to my emails. How do I receive confirmation and my voucher?
A: Contact Customer Service and advise your Booking Reference number and the name, phone and fax number of the hotel/place you will be staying at. We will advise by phone or fax if your booking is confirmed and if so, send your confirmation voucher. Please note this option is only available for confirmations close to departure date. It is essential that you have your voucher to exchange for your travel service.

Q: Do children need photo ID also?
A: Children do not require photo ID. The travel provider who is providing the service requires valid photo ID such as a passport, driver's license or any other form of identification displaying a current photo of the lead traveler in the booking. This is required to protect your purchase.

Q: I need to make a correction to the names, titles, ages in the booking and get a new voucher
A: 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 misspelled a name, not entered a title correctly or mismatched the ages with the travelers, you can send the Customer Service team an email and we will make a note in the booking. Vouchers will not be reissued for these changes.

Q: What do I do with the voucher?
A: When you have completed your booking, it is essential that you print your travel voucher and include it with all of your other documentation. This voucher is unique to your booking and is your proof of purchase. It must be presented together with valid photo ID upon commencement of your selected tour, or used to redeem your ticket. There may be separate instructions on your voucher under the Important Information field, please read these in advance of your travel service. It is suggested that you attach the brochure page to the travel voucher so that you have all the information at your fingertips upon arriving at the destination.

Q: Where are my tickets? Can they be sent to me?
A: Your travel voucher acts as your ticket. It is essential that you print your voucher and include it with all of your travel documentation. This voucher is unique to your booking and is your proof of purchase. Simply present your travel voucher upon commencement of service, together with valid photo ID for purchase verification.

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

Q: When sending a special inquiry / request, what do I do if I don't get an answer within 36 hours?
A: We guarantee turnaround on Special Requests within 36 hours, and most requests are answered within 12 hours. If you have not heard from us within 36 hours, please re-submit your request. Customer Service may not have received your initial request due to undeliverable mail or another type of internet/server error.

Q: Can I change/amend my booking?
A: 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 Customer Service with your current 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.

Q: What do I do if I am delayed for my tour?
A: Refer to the contact details listed on your voucher and contact the tour operator for instructions. If it is after hours, contact 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.

Q: What happens if it rains, or if the travel service provider cancels on the day?
A: 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 Customer Service via email, including your tour details and Booking Reference number, and we will process monies due back to you accordingly.

Q: What happens if when I get there, the tour is not running due to unforeseen circumstances?
A: In the case where a travel service provider cancels a tour on the day, please notify Customer Service via email, including your tour details and Booking Reference number, and we will process monies due back to you accordingly.

Q: I would like to change the date of my tour/ticket, what do I do?
A: 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 pages. Please contact Customer Service, 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 we will do everything we can to ensure you get the dates you wish.

Q: I need to change the passenger names in my booking, what do I do?
A: Not all bookings can be changed. You will need to contact Customer Service via email with your booking details (including the Booking Reference number) to see if your request can be fulfilled.

Q: I need to cancel my booking
A: Not all travel products can be canceled at no cost. Please read through the Terms and Conditions located at the bottom of most 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 Customer Service with your current booking number and specific details of your request, and we will be able to advise you of any cancellation charges.

Q: I need a refund of my booking
A: 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 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 Customer Service with your booking number and specific details of your refund request.

Q: What happens if I cancel or do not show up?
A: 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 pages. If you are unable to show up for your tour, please contact 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.

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