Find out who to contact if you have a problem during your tour, and how to get the help you need.
If something isn't going to plan or you have a problem on your tour, your guide or the operator is always the first person to contact. They run your tour, they're on the ground, and they're best placed to sort things out quickly.
Who should I contact during my tour?
Who you contact depends on the type of tour:
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Fully guided tours: your guide is there to make sure everything runs smoothly, so if anything comes up, they're your first point of contact. They usually share their contact details at the start of the tour.
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Partially guided or self-guided tours: you may have different drivers, guides or pickups on different days. It's common to be in touch with them on WhatsApp, and you may also receive vouchers for your accommodation, pickups and activities with the contact details for each one.
If you can't reach them, or the issue is about your tour as a whole, contact the operator.
How do I contact the operator?
Operators usually share their contact details before you travel, but how they do this varies:
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Final documents: many operators send final documents, which may be attached to your Booking Conversation Page. Find out where to find them in When will I receive my final documents/tour voucher?.
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Email: some operators send details to you by email, so check your inbox and your spam folder.
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Messages: some operators send a breakdown of the details in a message on your Booking Conversation Page.
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WhatsApp: some operators contact you directly on WhatsApp.
If you can't find the operator's contact details, send them a message from your Booking Conversation Page. Replies may be slower than a phone call, but it keeps the operator updated.
Your Booking Conversation Page is available before, during and after your trip, and keeps a record of all your messages with the operator. Find out more in How do I send and read messages on TourRadar?.
What if no one is there to meet me?
If your pickup, shuttle, driver or guide isn't there, check the information you have before contacting anyone:
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Check you're in the right place: look at your final documents, vouchers or messages for the exact meeting point and time.
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Look for a sign: your driver or guide may be holding a sign with your name, the operator's name, or the name of a separate pickup company.
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Contact your pickup directly: use the contact details on your voucher or documents, or check WhatsApp in case they've messaged you.
If you still can't find them or get through, contact the operator. If it's an airport transfer, see What should I do if my airport transfer driver isn't there?.
What if something about my tour isn't as expected?
If you have concerns about any part of your tour, such as the accommodation, activities or itinerary, speak to your guide or the operator while you're on tour. They need the chance to put things right while you're there.
If you later want to give feedback or raise a complaint, it's important that the operator was given the opportunity to resolve your concerns at the time.
If you're asked to pay for something you weren't expecting, see Why is the operator asking me to pay extra on my tour?.
When should I contact TourRadar?
TourRadar doesn't run the tours, so we won't have details of what's happening on the ground, and we can't resolve on-tour issues directly. Always do everything you can to contact the operator first.
If it's urgent and you've tried to contact your local team and the operator but can't get through, contact our Customer Support team by live chat or phone. We're here 24/7 and can try to reach the operator for you. Contact us.
If you'd like to report a non-urgent issue to TourRadar after discussing it with the operator, you can let us know from your Booking Conversation Page:
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Log in to your TourRadar account.
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Open your account menu and select Bookings.
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Select your booking. This opens your Booking Conversation Page.
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Open the FAQs tab and scroll down to Need more help?.
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Select notify us and tell us what's happened, what you've already discussed with the operator, and the outcome you're looking for.
What if I need to make a travel insurance claim?
If something has happened that's beyond the operator's control and you may need to make a claim, contact your travel insurance provider. If you have insurance with XCover, find out more in How do I contact XCover for emergencies or claims?.
How can I give feedback after my tour?
24 hours after your tour ends, you'll receive an invitation to review your operator on TourRadar, where you can share your feedback.
Related questions
Still need help? Our Customer Support team is here 24/7. Contact us.