TourGuy
 

Customer Service FAQs

Have a question? We have knowledgeable and courteous Tour Specialists are ready to assist you at 1-888-801-1575 or 1-702-664-2599 or use our contact us form. In the meantime, please read through our customer service FAQs.

 

Some tours sell out more quickly than others. We do recommend booking as soon as possible to reserve your seat on the tour. If you prefer not to book in advance, you can give us a call, and we can usually accommodate some last-minute bookings.


To protect your personal information, we use a wide array of electronic and physical safety measures. TourGuy.com takes great pride in offering a safe and secure online shopping experience for our customers. We understand that the safety of your personal information is extremely important to you.


You will receive an eTicket via email usually within 24-48 hours of your purchase. It is very important that you print your eTicket and present it to the tour operator on the tour day. The eTicket is your proof of purchase; so please treat it as you would cash and keep it safe.


Please check your "spam" folder to make sure it did not go there. If you do not receive your receipt or eTicket with 72 hours of your purchase, please contact us


In certain instances, severe weather may prohibit the tour operator from safely operating your tour and cause the cancellation of a tour. In the event that your tour is cancelled due to weather, please contact us to either reschedule for another day or receive a full refund.


Some of our tours do require a minimum number of passengers to operate and it is very uncommon that they do not meet that minimum.


A 48-hour notice prior to tour date is required to cancel a reservation. ancellations will be refunded in full minus a $35.00 USD per person processing fee. Cancellations or No-shows within 48 hours will be charge full tour price.


It may be possible to change your order; however this depends upon the type of change required and is at the discretion of the travel service provider. A 48-hour notice prior to tour date is required to change a reservation. We will gladly reschedule any tour free of charge. Changes within 48 hours will be charge full tour price. Contact us with your order number and specific details of your change, and we will be able to advise if the change is possible.


That is easy. All you will need to do is to make 3 separate reservations and on the checkout page for each, please specify, in the comments box, which other passengers are in your party and that you wish to be on the same tour.


We are sorry but our tours are already discounted off the normal retail prices. We do offer senior or child pricing on certain tours which you will see them listed on the product page. Unfortunately, we cannot offer additional discounts. For groups of 20 or more passengers we may have special group rates. Please visit our Group Services page for more information.


Depending on the tour operator and their vehicles, disabled travelers may be accommodated, but it is not guaranteed with all operators. We encourage disabled travelers to contact us by clicking on the Contact Us link for more specific accessibility information for our tours.


Most tours are available in English only. If another language is available, this will be mentioned in the information area (left column) of the product page.


Hotel pick up points vary by Tour. They are either listed during the "Reserve Now" process or you'll be advised on your eTicket to call the tour provider telephone number 24 hours prior to confirm your hotel pick up details. 


Tips / gratuities are not included in our pricing. They are optional at your discretion.


Make sure you are dressed appropriately for the time of year. For each tour we list recommended clothing but good general rules are in the summertime, you should wear cool clothing and hats are a good idea. Protect yourself with sun block and drink lots of water. In the winter months, layer your clothing. For water based tours, many passengers choose to secure valuables in waterproof bags, and, of course, your swimsuit is always a good idea for tours with water activities. Don't forget your camera and your eTicket!


Please enter a note in the comments box of the checkout page when reserving your tour and we'll be sure to let the tour operator know.  There may be an additional charge for extras like cake or champagne.


Safety is our biggest concern and we only select tour companies with excellent safety records. You can check safety records for air tours through the Federal Aviation Administration. Their website is www.faa.gov. For land tours, you can check safety records online at the Department of Transportation website: www.dot.gov.


The weight of each passenger is used to for your safety to make sure the airplane or helicopter is within weight limits.


No, smaller, low altitude aircraft are not pressurized. The altitude is not high enough for this to be necessary.