Viator

Viator is an online marketplace for booking tours, activities, and other travel experiences. Based in Needham, Massachusetts, it operates as a subsidiary of Tripadvisor and serves travelers in more than 190 countries.

Telephone
Main : (888) 651-9785
Email
Mailing address
400 First Avenue
Needham, MA 02494
Website
viator.com

What you need to know about Viator

The company responds to most customer complaints in a satisfactory manner.

How to resolve a problem with Viator

Try self-service first

Use our proven resolution methods, or Viator’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.

How fast does Viator respond?

Phone support
Usually 1 to 30 minutes.Availability: Phone support is available 24/7. Call (888) 651-9785.
Email support
Usually 1 to 48 hours.Availability: Email support is available 24/7. Email cseu@viator.com.
Live chat support
Viator does not have live chat.
Social media
Viator is active on social media platforms such as Facebook, X, LinkedIn, Instagram, and TikTok .

Response times can range from 1 to 36 hours depending on the platform and the inquiry’s complexity. Access Viator's social media here.
Help center/FAQ
Find answers to common questions on its FAQ page.
Verified contacts

Viator customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Sarah Dines
Chief Commercial Officer
Secondary
Kristin Dorsett
Chief Operating Officer
Chief Executive
Kristin Dorett
Chief Operating Officer
Chief Executive
Matt goldberg
President and Chief Executive Officer at TripAdvisor Group

Viator customer service policies

Viator collects personal information such as your name, contact details, payment information, booking history, device data, and location data when you use its website or app. This information is used to process bookings, provide customer support, personalise content and advertising, improve services, and comply with legal obligations. Viator may share information with travel suppliers, service providers, affiliates, and authorities where required. Users can manage certain privacy preferences, marketing communications, and data requests through their account settings or privacy request options.

Viator loyalty program

Viator offers a loyalty program called Viator Rewards, where customers can earn rewards on eligible bookings made through the Viator website or app. The rewards can be used as credit toward future bookings and are usually available shortly after the experience has taken place. Rewards earned through eligible bookings typically expire 180 days after they become available in your account, while reissued rewards (such as those returned after a canceled booking) may have different expiration terms. Rewards cannot be combined with promo codes.

Frequently asked questions about Viator

You can make a booking on the Viator website or mobile app. Browse through tours and activities, select your desired option, and follow the prompts to complete your booking. You will receive a confirmation email with all the details.
To modify or cancel your booking, log into your account on the Viator website or app, navigate to "My Bookings," and select the booking you wish to change or cancel. Follow the instructions provided. Cancellation policies vary by tour and activity.
Viator's cancellation policy varies depending on the specific tour or activity. Many tours offer free cancellation up to a certain period before the start time. Detailed cancellation policies are provided on each activity's page and in your booking confirmation.
If you are eligible for a refund based on the cancellation policy, you can request a refund by cancelling your booking through the Viator website or app. Refunds are processed according to the terms outlined in the cancellation policy.

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