FIND ANSWERS

Do I need a reservation?

Many of our tours are open tickets and do not require any reservations, so you can go on the tour any day it operates.  If a reservation is required, you will be asked to input the date you wish to take the tour during the purchase process.  Please check the specific tour or attraction for details.

I don’t have a printer, is a mobile ticket OK?

Most tickets sold through Trusted Tours are “mobile friendly”. You can access your ticket as a mobile ticket from the confirmation email you receive.  Just show your mobile device to the tour operator, with your Ticket displayed and the Ticket can be activated and used immediately.  Note that an internet connection is required to display the mobile ticket on a mobile device.

Where do I go to start my tour?

The starting location is listed on your printed eTicket voucher or on your mobile ticket in the “Instructions” section. For the Old Town Trolley Tour, with an eTicket or mobile ticket, you can hop on the trolley at any convenient stop to begin your tour.

How can I add the date I want to use the eTicket?

Many of our tours are open tickets and do not require any reservations, so you can go on the tour any day it operates.  If a reservation is required, you will be asked to input the date you wish to take the tour during the purchase process. Please check the specific tour or attraction for details.

If your eTicket is for a tour that has a specific Use Date, and you need to change the date, you must call our online customer service department at 800-844-7601

What age qualifies for a child or senior ticket?

Ages vary.  Please refer to the specific tour or attraction details for Ages and/or Restrictions.

How far ahead do I need to purchase my eTicket?

Tickets are good for 6-12 months from the date of purchase. Most attractions offer same day purchase. 

 

 

I purchased a single eTicket in my name for a group. Do I need individual eTickets for each person?

When an eTicket voucher is purchased for a group, the person named on the eTicket voucher as the “Ticket User” must redeem it for the entire group. Individual eTickets for each person in a group are unnecessary.  Once the eTicket voucher is redeemed, each person receives an individual ticket to be used for admission to the tour or attraction.

Why was my Credit Card declined?

To help prevent fraud, credit card transactions are a 2 part process. First, your bank or credit card issuer authorizes the transaction by verifying that funds are available in your account and then places a temporary hold on them. Second, the credit card AVS (Address Verification System) compares the address & zip code information, as well as the security code information, you provided against what your bank or card issuer has on file. Once an authorization & verification response comes back to our server from your card issuer (usually in seconds), our system settles the transaction and completes the charge. HOWEVER, if the response that comes back indicates that the address, zip code, or security code information did not match what your credit card issuer has on file, our system will not settle the transaction.

NOTE: If your credit card transaction is declined, please verify the address, zip code, and security code information as it appears on your credit card statement, BEFORE attempting any additional transactions. If you continue to have problems, please contact our customer service department and we will assist you with your transaction.

If the transaction was declined, why do I see a charge on my card?
While a declined transaction will not be settled by our system, the requested dollar amount may be temporarily put on hold by your credit card issuer. Additionally, if a cardholder speaks to their issuer or views their online credit card statement they may see the amount being held and assume they have been charged. This is only a temporary hold by your bank or credit card issuer and will usually time out and automatically release the funds within 48 to 72 hours.

I want more information, what can I do?
You can contact your bank or credit card issuer (phone number on the back of your credit card) and explain that your online transaction was declined and ask for the funds to be manually released. In most cases once they see the transaction was declined they will release the funds back into your account. If you need more information about the transaction, please contact our customer service department.

How can I get a refund for my e-Ticket?

Unused tickets are not refundable.  For satisfaction guarantee based refunds on used tickets, please click on the following link for our refund policy and procedures: Refunds

What are your rules for Service Animals?

The Americans with Disabilities Act (ADA) Title III regulations defines a service animal as any dog that is individually trained to do work or perform tasks for the benefit of an individual with a disability, including a physical, sensor, psychiatric, intellectual, or other mental disabilities,  such as  guiding people who are blind, alerting people or are deaf, alerting and protecting people prone to seizures, or other tasks directly related to a disability.  Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals under the Americans with Disabilities Act.  Sorry, no pets allowed.  We request 24-hour advance notice.

 

ASK QUESTIONS

How may we assist you?

Feel free to ask a question and we'll respond as soon as possible.

CALL US

If you need to speak with a Trusted Tours representative, you can call us at the following numbers:

800-844-7601 – Toll Free

305-748-2530 – Local