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Frequently Asked Questions

Why should I choose Gray Line?

With over 100 years of experience under its belt, Gray Line encompasses a tight-knit, ever growing group of entrepreneurs, colleagues and friends that have each made it their livelihood to create one of a kind travel experiences. Operating under one name and the world-famous, blue diamond brand, Gray Line serves over 700 locations on six continents. By choosing Gray Line you ensure that you have the best of the best at your service. More...


Why should I pre-purchase my tickets?

We recommend that you buy your tickets in advance to ensure tour availability and the best rate for your trip. As a traveler you have a lot to worry about, so go ahead and have the peace of mind that your sightseeing adventures are booked and ready for your arrival.


How will I receive my tickets?

Once you've completed the booking process you will see an electronic, ready-to-print ticket on your screen. Not at a printer? No worries, we will also email you this voucher for your records and to print when you have access. You will need to print this voucher to redeem it for your tickets at your destination.


How do I confirm my booking?

Your tickets are purchased and your voucher is printed. All set, right? Not quite! In order to make absolutely sure you are set for travel, please re-confirm your tour with our local expert at your destination of choice at least 24 to 72-hours in advance of your trip via email or telephone. More...


How do I make a change to my booking?

We’re more than happy to accommodate you on a different date, or at a different time as long as we have the availability. To make a change, please contact the local Gray Line office in your destination city at their contact information printed on your email voucher. More...


What is Gray Line’s cancellation policy?

Most tours and services offered on are fully refundable when cancelled up to 24 hours prior to departure under Gray Line’s Easy Cancellation Policy. Easy Cancellation is noted on all applicable services with a duration of one day or less. Specific cancellation and refund policies are noted on all other services in the description details. More...


I keep getting the error message 'AVS Mismatch'. My address is correct, so how do I get my payment to go through?

For security purposes our website is very strict in accepting payment information. Please ensure that your name and address are entered exactly as shown on your credit card’s billing statement, including any punctuation or abbreviations. Though you may enter your address near perfect from memory, these tiny changes make a large impact on our system accepting your payment.


Do you offer group discounts?

If you are inquiring about tickets from parties of 11 or more guests, please contact the local office in your destination to inquire about group rates. These discounts and their availability will vary by location and are not guaranteed, but we are always happy to help with your party’s excursions!


Can you please confirm that we get to cuddle a koala on the Daintree Wilderness Day Trip?

Yes, you indeed get to cuddle a koala.


Do I have to present a printed copy of my voucher or can I just show it from my smart phone?

We recognize the importance that technology plays in our daily lives and are working towards an e-ticketing system, but for now you must print your voucher out and redeem this at the time of your tour for your tickets.


What if I am at a hotel and don't have access to a printer?

Please check with the front desk of your hotel to inquire about printer capabilities. Many hotels have business centers with computer and printer access or are able to print for you.


I will be traveling and cannot contact the local office when I am supposed to re-confirm my tour. How do I go about doing this?

Busy getting where you’re going? No worries! We understand your travels can be demanding and therefore we recommend a general time frame to contact the local office to verify your tour. If you are tied up in transit or cannot access a phone 24 to 72-hours prior to your trip, as indicated on your voucher, please call or email our local office at your destination prior to this window to confirm your arrangements and ensure you are all set to explore upon your arrival.


Why does the currency change at checkout?

Though you can select to view your packages in your native currency for ease of reference, the final transaction on our Gray Line tours will be processed in the currency utilized by the local Gray Line office. This will display in the "Total cost" section on your purchase page. More...


What is a 'Valid SID card'?

A 'Valid SID card' refers to a Student Identification Card. This may be necessary for some tours that offer discounted rates for Students and Seniors. More...


When I enter my payment details the screen simply refreshes with a blank payment form or states 'Authorization Error'. Did my payment go through and have I booked my tour?

If you have not been directed to a screen that states "Your booking was a success", you have not completed your transaction and have encountered an Authorization Error. An authorization error occurs when your bank is blocking the charges from our website. More...


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