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Frequently Asked Questions


Have a question about 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.

COVID-19 Travel Information

Q: My travel plans have been cancelled due to COVID-19, how do I cancel or reschedule my booking(s)?

A: We understand that this is an uncertain time and your travel plans may be disrupted. If you need to reschedule or cancel your trip, we’re here to help you. Experience Oz is working closely with suppliers to arrange a refund, credit or date change depending on your personal situation.

Due to a high volume of calls and enquiries, our customer service team will prioritise enquiries by the urgency of your travel date. If your booking is for something occurring within the next 48 hours please get in touch with our customer service team info@experienceoz.com.au. Please include agent reference numbers ready so that we can assist with your enquiry.

If your enquiry is not urgent then we ask you to please get in touch with us by email at info@experienceoz.com.au and a member of our team will respond to your enquiry as soon as possible. On behalf of the team, we’d like to thank you for your patience and understanding during this team as we work together to resolve your enquiries as soon as possible.

Q: What happens if I've booked a ticket to an attraction that is now closed?

A: Due to capacity restrictions imposed by the Australian government, some attractions may be temporarily closed or apply a restriction to the number of visitors that can participate in certain activities. If you are affected by this, we will work with the supplier to provide you with a date change, credit or refund based on your personal circumstance.

Q: I have a partially used Village Roadshow theme park ticket?

A: For partial refunds of theme park tickets to Movie World, Sea World or Wet n Wild, please fill in the following refund request form https://themeparks.com.au/park-updates/ticket-enquiries .

Q: I'm experiencing cold and flu symptoms. Should I still go on my experience?

A: Your health and safety is our number one priority. If you are feeling unwell and are experiencing cold and flu like symptoms, the first thing we ask you to do is take care of yourself and seek medical advice from your local health authority or doctor. Medical advice from the Australian Government advises that if you are unwell to please stay home. When you are able to do so, please get in touch with the Experience Oz team to advise of your situation.

Q: Is it still safe for me to travel and visit tourist attractions?

A: The current advice from the Australian Government is that it is still safe to go about your daily life but be mindful of your personal hygiene. Our tourism suppliers have taken extra precautions and increased hygiene practices in order to keep visitors and their staff healthy and safe. During this time, there are a couple of things that you can do to help prevent the spread of the virus including:

  • keeping social distance, staying at least 1.5 metres away from others
  • washing your hands thoroughly with soap and hot water regularly and/or using hand sanitiser gel
  • avoiding close contact with those who are currently unwell
  • covering your mouth and nose with a tissue or your sleeve if you cough or sneeze
  • staying at home or at your hotel if you are unwell and experiencing any cold or flu symptoms

Q: My experience is still operating but I am unsure whether or not to cancel. What should I do?

A: If you decide to cancel your ticket, tour or attraction, please give us at least 24 hours notice to make arrangements for you. Experience Oz will contact the supplier to postpone your travel date or cancel and refund your booking for you. These are exceptional circumstances and Experience Oz is liaising between the suppliers and customers on a case by case basis to come to a mutually beneficial outcome whether that be a refund, credit or date change. Once you have decided how you would like to proceed, please feel free to reach out to us directly.

General Booking Enquiries

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. We offer Gift Vouchers on Experience Oz, or you can 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.