Question 1

What happens after I book?

Accepted Answer

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.

Question 2

Should I reconfirm my tour?

Accepted Answer

For all tour products that require a booking date, it is essential that you reconfirm 48 hours prior to booking date directly with the tour operator (product supplier). Their details will be on your voucher under Tour Operator (Supplier) Details.

Question 3

If I need additional tour information, where can I find it?

Accepted Answer

The tour operator's contact details are located in the middle of the tour voucher (or under Supplier Details). 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.

Question 4

I want to change the number of travellers before booking completion - how can I do it?

Accepted Answer

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.

Question 5

Can I change the number of travellers after I’ve made the booking?

Accepted Answer

Yes. If you need to add more, simply buy another ticket. If you need less, please contact our Reservations Team and we will assist you, subject to our refund and cancellation policy. If your booking involves seating requests, please contact the operator directly to pass on your request and they will see if it is possible.

Question 6

Can I make a change to the date I booked if I need to?

Accepted Answer

Yes. If you need to change the date, please email our friendly Reservations Team, and they can assist with this.

Question 7

Can Experience Oz make amendments to booking instantly, or must they be approved by the operator first?

Accepted Answer

Typically, we will need to check with the operator first as they can let us know about availability and options. If you need to amend anything, please email us on info@experienceoz.com.au and provide us with your name, voucher number, what needs amending and your best contact details.

Question 8

How can I pay for my booking?

Accepted Answer

You can make a payment online or over the phone. We accept Visa and Mastercard, Afterpay and Zippay. You can pay using Afterpay and Zippay online only.

Question 9

Are my details secure?

Accepted Answer

Yes. Your details are secure and 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.

Question 10

What is "Big Red Group" on my bank statement?

Accepted Answer

Experience Oz is a part of the Big Red Group family. The name "Big Red Group" may show on your bank statement for any Experience Oz transactions.

Question 11

I have a coupon code for a discount, how do I use it?

Accepted Answer

Go you! That’s great. All you need to do is enter the coupon code online at checkout in the coupon code section.

Question 12

My payment has been voided, what do I do now?

Accepted Answer

When a customers transaction fails, this means we had an issue confirming the booking with the tour supplier. Please note that your credit card has NOT been charged and the ‘Pending Transaction’ amount will disappear from your bank statement within 48hrs of the failed purchase.

Question 13

If my payment has been voided, is my voucher still generated?

Accepted Answer

Unfortunately if your payment has been voided, it means we had an issue confirming the booking with the tour supplier. As a result, no voucher or booking confirmation is generated and we suggest not trying the request again as it may result in multiple transactions. Please note that your credit card has NOT been charged and the ‘Pending Transaction’ amount will disappear from your bank statement within 48hrs of the failed purchase.

Question 14

Can you help us get our bank to fast track the payment?

Accepted Answer

We can do our best. We can send a ‘Fund Release’ template to your bank to request the release to be expedited.

Question 15

I still want to book, how can I make that happen?

Accepted Answer

It’s best you give our helpful Reservation Team a call directly on 1300 935 532 , and they can ensure your booking is made without any additional voided payments.

Question 16

Is it possible to cancel my booking?

Accepted Answer

If you need to cancel based on a cancelled flight, extreme weather, illness or bereavement, you may be covered by our Cancellation Guarantee. In all other circumstances, cancelling a booking with Experience Oz can result in cancellation fees being applied by Experience Oz, as outlined below. Additional fees may be levied by the individual supplier/operator (see your Experience Oz Voucher for specific details). When cancelling any booking you will be notified via email, facsimile or telephone of the total cancellation fees.

Question 17

Do you have an early cancellation policy?

Accepted Answer

Cancellation terms are subject to change and can be dependent on the individual tour operator/supplier. Please refer to the policy listed on your chosen experience.

Question 18

Can I get a refund?

Accepted Answer

No refunds are available once a tour or service has commenced, or in respect of any package, accommodation, meals or any other services utilised. Additionally, we do not offer refunds for theme park tickets, attractions, shows or coupons in all circumstances. Gift Vouchers are also non-refundable in all circumstances. You can find out more about refunds here. Account credits are provided where refunds are not possible.

Question 19

How do I request a refund?

Accepted Answer

If you wish to request a refund for your purchase, please contact our Customer Experience Team and we'll be happy to help.

Question 20

How long are Gift Vouchers valid for and are they refundable?

Accepted Answer

All Gift Vouchers are valid for 5 years from the date of purchase. Gift Vouchers are strictly non-refundable.

Question 21

The Gift Voucher I received is for an experience that doesn’t tickle my fancy, can I change it to something else?

Accepted Answer

It’s bound to happen. The best thing about our Gift Vouchers is that they are super flexible, so yes, you can change your experience. If the value of the voucher is greater than the new experience, we will hold a credit on file. If the value of the new experience is less than, then you’ll just need to pay the difference.

Question 22

How do I buy a Gift Voucher?

Accepted Answer

If you’re looking for the perfect gift for someone special, we believe experiences are better than things. Here’s how to buy a gift voucher.

Question 23

How do I redeem my Gift Voucher?

Accepted Answer

Lucky you! Someone special has spoiled you with an extraordinary gift voucher. You can redeem your gift voucher on the Experience Oz website here.

Question 24

What if the experience I originally redeemed the Gift Voucher becomes unavailable?

Accepted Answer

If the experience you originally redeemed for is no longer available etc we will hold the credit/ value of the voucher for the original 5 year validity.

Question 25

I’ve created an account, how do I access my account?

Accepted Answer

You can access your account by logging in online. You can find an ‘Account’ tab at the top right corner of our site, and will just need to log in with the email and password you have created. Once you are logged into your account, you will be able to see your upcoming bookings, purchase history, account information, change your password and check out the Perks program.

Experience fun

Top deals & experiences

5 Day Theme Park Pass Gold Coast – Movie World, Sea World & Wet n Wild & Paradise Country

3 Day Theme Park Pass Gold Coast – Movie World, Sea World & Wet’n’Wild

1 Day Dreamworld Ticket

7 Day Theme Park Pass Gold Coast – Movie World, Sea World & Wet’n’Wild & Paradise Country

Australian Outback Spectacular Heartland Dinner and Show

Currumbin Wildlife Sanctuary Tickets

Sea World Gold Coast Helicopter Scenic Flights

Dracula's Cabaret 3 Course Dinner & Show

Aquaduck Gold Coast City Tour and River Cruise

View all Gold Coast experiences

Tangalooma Day Trip with Dolphin Feeding & Quad Bike Tour

Moreton Bay Eco Marine Safari Cruise with Lunch from Redcliffe

V8 5 Drive and 3 Passenger Laps Combo - Brisbane

Lone Pine Koala Sanctuary General Admission Tickets

Moreton Bay Oyster Farm Cruise Tour & Lunch - Half Day

Brisbane Story Bridge Adventure Climb - Day

Gold Coast Day Tour From Brisbane

Mount Cotton 4 Drift Battle Passenger Hot Laps

Tamborine Mountain Hop-On Hop-Off from Brisbane

View all Brisbane experiences

Green Island Day & Great Barrier Reef Tour Combo - FREE UPGRADE

Great Barrier Reef Cruise to Reef Magic Pontoon

Fitzroy Island Adventure – 8:30am & 10:45am Departures

Hartley's Crocodile Adventures Tickets

Great Barrier Reef Dive and Snorkel Cruise to 2 Reef Locations

Green Island Full Day Trip + Snorkelling OR Glass Bottom Boat & Island Activities

Daintree & Cape Tribulation Rainforest Adventure - Full Day

Half Day River Tubing Tours From Cairns

View all Cairns experiences

Milford Sound Heli Flight and Cruise with Lunch - Half Day

Milford Sound Coach and Cruise from Queenstown - RealNZ

Queenstown Ziplining Tour in Paradise - 8 Lines

Milford Sound Scenic Flight and Cruise Package from Queenstown

Onsen Hot Pools Queenstown

Nevis Swing and Kawarau Bungy

Glenorchy Rees River Horse Trek - 3 Hours

Ziptrek Moa Tour

Dart River Wilderness Jet Boat Ride

View all Queenstown experiences

Taronga Zoo Sydney General Admission Tickets

Sydney Harbour 2 Course Fine Dining Lunch Cruise with Drinks

Sydney Attractions Pass - 3 Attractions

Sydney Harbour Jet Boat Ride

Sydney Attractions Pass - 4 Attractions

Blue Mountains All Inclusive Full Day Tour with Scenic World

Sydney Attractions Pass - 2 Attractions

Madame Tussauds General Admission

WILD LIFE Sydney Zoo Entry Tickets

Blue Mountains Scenic World Pass

Holey Moley Mini Golf - Alexandria, Sydney

View all Sydney experiences

Aussie World Theme Park Unlimited Rides - Off-Peak Deal

Aquaduck Tours Sunshine Coast

The Ginger Factory Play All Day Bundle

Sunshine Coast High Ropes and Zipline Adventure

Australia Zoo Tickets with BONUS Wildlife Hospital Entry

Maleny Botanic Gardens Aviary Tour

Sunshine Coast Paintball

Australia Zoo Entry with Sunshine Coast Hotel Transfers

Montville Scenic Food and Wine Tour

View all Sunshine Coast experiences

Hamilton Island Freestyle

Whitehaven Beach Sailing Tour

Whitehaven Beach Northern Exposure Tour

Great Barrier Reef Cruise Adventure

Whitsunday Islands and Heart Reef Scenic Flight - 1 Hour

1.5 Hour Jet Ski Tour of Airlie Beach & Pioneer Bay

2 Hour South Molle and Whitsunday Island Jet Ski Safari

Full Day Whitsundays Speedboat Tour

Airlie Beach BYO Sunset Sail Cruise - 2 Hours

Whitsundays and Great Barrier Reef 60 Minute Scenic Flight

View all Whitsundays experiences

Melbourne Skydeck Entry Tickets

Melbourne Skydeck Ultimate Experience

Puffing Billy Railway & Rainforest Tour - Full Day

SEA LIFE Melbourne Aquarium Entry Tickets

Puffing Billy Belgrave to Lakeside Return Tickets

Boeing 737 Flight Simulator Melbourne CBD