Frequently Asked Questions
Questions we commonly receiveFAQs
A little bit confused by some aspect of the booking process? Before picking up the phone, please check out the answers below to some of the most common questions we are asked by customers.
Q: What happens after I book?
A: Once your payment is approved, you will receive a personalised Experience Oz (or partner branded) print-at-home voucher for each tour, attraction, activity or service booked. This voucher will also be emailed to you as a confirmation of your booking. Please contact us if you have any difficulties in opening your email attachment.
Q: Should I reconfirm my tour?
A: For all tour products that require a booking date, it is essential that you reconfirm 48 hours prior to booking date direct with the tour operator (product supplier). Their details will be on your voucher under Tour Operator Details.
Q: If I need additional tour information, who do I call?
A: The tour operator's contact details are located in the middle of the tour voucher. Please contact the tour operator directly, or feel free to contact one of our representatives at info@experienceoz.com.au if you still require assistance.
Q: Where do I present the voucher?
A: You must provide the original, authentic Experience Oz or partner voucher to the appropriate service provider in order to redeem your tour, activity or attraction ticket. Your reservation cannot be honoured or redeemed without presenting a valid Experience Oz voucher. Please note that some operators accept mobile vouchers, if this is true, you will see a 'Mobile Voucher Accepted' icon on the product page. For security purposes, when redeeming your Experience Oz voucher, you must present a valid Photo ID and the Experience Oz voucher. This is for identification purposes and helps us to prevent fraud.
Q: Are my details secure?
A: No need to worry, shopping with Experience Oz and our partners is secure! We use a high-level SSL certificate with Thawte encryption that hides your credit card number and PKN so that it cannot be read as the information travels over the Internet.
Q: Can I change the number of travellers I booked?
A: Yes. If you need to add more, simply buy another ticket. If you need less, please contact our customer service department and we will assist you, subject to our refund and cancellation policy.
Q: I want to change the number of travellers before booking completion - how can I do it?
A: Edit the product you wish to book on the travel cart under, Review Order, click Change Details and change the number of travellers to get an updated price and availability.
Q: Can I buy a voucher as a gift for someone else?
A: Absolutely. Simply visit our sister website Gift It Now and navigate to the same product you wanted to purchase; you'll be able to generate a customisable, printable gift voucher with your own personalised message! Can I buy tickets for groups? Yes, however please note that only one voucher will be generated for each experience so the group will need to arrive at the same time.
Q: Who is Experience Oz?
A: We're a Gold Coast based company with a large physical office featuring a number of Aussie employees of a range of different backgrounds - all of who are committed to bringing you a catalogue of the best tours and attractions in Australia and New Zealand. While we don't operate the tours ourselves, we ensure we only work with quality operators so that you enjoy your time "experiencing" both countries!
Q: What's the difference between "Experience Oz" and "Oz Experience"?
A: Oh, the joys of company branding! We - Experience Oz, the site you're reading right now - are an online reseller of thousands of tours, attractions and activities which includes the likes of theme parks, reef tours, scenic flights and other diverse experiences across both Australia and New Zealand. Oz Experience are a company that exclusively offer bus tours and operates between Cairns and Sydney. Despite the similarity in names, we are not at all affiliated with one another, although any confusion is understandable!
Q: What is "TicketMates Australia" on my bank statement?
A: TicketMates Australia is our partner company and handles all of the online payments. The name "TicketMates Australia" may show on your bank statement for any Experience Oz transaction.
If you have any additional questions, please feel free to contact us via email at info@experienceoz.com.au and we will endeavour to have an answer for you as soon as possible.