FAQ

Frequently Asked Questions & Answers

General

Our office is located in Williamstown North, about 30 minute drive/train ride from the city. We’d love for you to visit but understand it may not be convenient so you may book online, over the phone 1300 944 335 or via email on [email protected].

No we don’t however, we do make many bathroom and comfort stops during our tours.

We have 18 seaters, 24 seaters and a 34 seater coach. They are all smaller coaches and air-conditioned.

We do our very best to cater for all dietary requirements please let our Customer Happiness Crew know in advance if you have any requirements or allergies. If you’re super-duper picky feel free to bring along snacks or pack your own lunch.

That’s a big YES! Your safety is very important to us and all our guides are first aid trained. 

Our winery tours are designed for people over the age of 18 years. Unfortunately we do not allow children to accompany parents onboard.

The minimum drinking age in Australia is 18 years of age. As such, having tasty wines on our Yarra Valley and Mornington Peninsula winery tours is not appropriate for children and we won’t allow them on these tours. For our Hunter Valley tours we make an exception for Children, yet ask you to please let our Customer Happiness Crew know the age of your child.

We welcome children on most of our tours, we have reduced prices for children on our one day tours however, for our multi-day tours the price is the same as an adult. A child is anyone that is 12 and under.

Children 17 years old and under, must be accompanied by a legal guardian or adult.

Multi-Day Tours

Are not suitable for children 7 years and under. Children aged between 8 and 17 years old are required to upgrade to private accommodation and must be accompanied by a legal guardian or adult.

If you’ve got a little one, please get in touch with our Customer Happiness Crew at least 24 hours before your tour to let us know if you require a baby or child seat. Please note no strollers, prams or trolleys can be taken on our tours.

*Please note on our Grampians National Park Tour and Blue Mountains Tours we cannot take children under the age of 8 due to the nature of the day.

Yes! You usually can book it on the day, please let your driver guide know. Please note that in peak season this usually will not be an option, so we advise you to contact the Customer Happiness Crew and get them to pre-book it for you. The helicopter flight is only available on selected tours such as our Reverse Great Ocean Road tour. 

Day Tours – Cancellations within 48 hours or failure to board on the day of tour, will result in 100% full fare forfeiture. Cancellation 3 to 7 days prior to departure will result in a 50% loss of the ticket price. Date change fees apply inside & including of 7 days $25 per person.

Extended Tours – Cancellations within 14 days or failure to board on the day, will result in 100% full fare forfeiture. Cancellation 15 to 21 days prior to departure will result in a 50% loss of the ticket price. Cancellation 22 to 30 days prior to departure will result in a 25% loss of the ticket price. Date change fees apply inside & including of 21 days $150 per person.

To cancel your tour please give us a call or send us an email on [email protected].

See our terms and conditions for more information.

We generally aim to return to Melbourne between 8:30pm – 9.00pm. The day is packed full of adventure and excitement with many world-class highlights for you to enjoy at a relaxed pace, so you can soak up all the splendours of The Great Ocean Road without the hassle of harsh time restraints.

Absolutely! It is recommended that you arrive at your pick up location at least 10 minutes before your scheduled departure time. It’s better to be early than to miss out on your whole tour. Don’t forget to add extra time for traffic or any unexpected delays. If the bus has not picked you up within 10 minutes of the pick up time please phone our office on 03 9393 1300 immediately, and we will contact our drivers.

We have inner-city pick-ups at landmark locations and selected hotels. The pick-up times and locations are listed on our website. If you aren’t sure which is your closest location give our office a call and we’ll happily check for you. Please ring our Wildlife office on 03 9393 1300 at least 24 hours before your tour to reconfirm your pick-up location and time. There may have been some changes since you booked and we want to make sure it’s a smooth run in the morning. 

For many of our day tours you will only need a small bag with your personal items such as a backpack/purse/handbag to keep your essential items safe.

We carry a big canister of water on board, so we encourage you to bring along your reusable water bottle to fill up along the way.

We only allow one personal item onboard our day tours and don’t unfortunately have room to store any additional luggage, trolleys, strollers, prams and wheelchairs (even the foldable kind).

If you’re joining us for a multi day tour the luggage restriction is strictly 1 x 20kg per backpack/luggage/suitcase and your personal item onboard during the day.

Packing light is the key to any hassle-free tour. Our biggest tip is to check the weather and be mindful of the weather conditions prior to departing your home. For more details check out our what to bring page.

If you’ve got more luggage than our allowance, please get in touch with our Customer Happiness Crew.

We may be running multiple buses so our drivers will find somewhere to park, get off and approach you to check if you’re on their manifest. Please listen out if they’re announcing the name of the tour or your name. Your driver may have delays from earlier pickups. If they haven’t picked you up within 10 minutes of your scheduled pickup time please call our office immediately +61 3 9393 1300.

Send an email to [email protected] with the name and date of the tour you were on. The name your reservation was booked under and your Driver/Guide’s name. A detailed description of the item with a photo of it if possible would make it easier for us to identify.

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