Frequently Asked Questions
Q: Why book with Gray Line of Orlando?
A: Established in 1993 originally operated as Gator Tours Inc., we became part of the International Gray Line family in 2006. Gray Line Worldwide was founded in 1910, it has grown to become the largest sightseeing tour provider in the world, operating in over 400 destinations on 6 continents – they are Truly, the Local Experts! Gray Line of Orlando is the leading sightseeing company in Central Florida. We provide tickets to well-known attractions as well as an extensive range of sightseeing tours, day trips from Orlando and much more. You will travel in luxury air-conditioned coaches, escorted by a professional guide.
Q: What kind of vehicles are available for charter?
A: We operate luxury air-conditioned coaches, we have a state-of-the-art fleet of 55 passenger seat coaches (equipped with restroom), 24-30 seat Minibuses and 14 seat vans.
Q: Are your vehicles handicapped accessible?
A: Yes. Handicapped accessible vehicles are available. Any passenger requiring an ADA accessible vehicle must inform us no later than 2 business days prior to departure. Please contact our reservations department at 800-537-0917 or 407-522-5911 to plan.
Q: Who drives your vehicles?
A: We take tremendous pride in our professional drivers. They are specifically trained and must complete medical reviews, background checks, driving record checks, training and testing, drug and alcohol testing and safety meetings.
Q: Who are our tour guides?
A: Our tour guides are well trained, and Florida is their specialty. They have all necessary licensing. All sightseeing services are guided by a professional, Florida knowledgeable guide and include roundtrip transportation and admission to the attraction(s) mentioned.
Q: In what language are the tours conducted?
A: All excursions & transportation services are guided in English. The following languages – Dutch, French, German, Italian, Portuguese & Spanish available upon request for groups. For tours to Kennedy Space Center – headset translators can be ordered in advance or upon arrival (additional charges apply) to translate the facility tour, these are recommended for non-English speaking guests.
Q: Is smoking or drinking allowed aboard your vehicles?
A: For the health and safety of our passengers and drivers, smoking, vaping, and consumption of alcohol is not allowed on any of our vehicles.
Q: When do I get my tickets and/or confirmation from an online purchase?
A: After your online purchase you will be redirected to a page with your voucher. An order confirmation, with a link to your online voucher, will also be e-mailed to you within two hours of completing your purchase. Simply print out your voucher, bring it with you on your day of travel, and follow the printed instructions for redeeming your ticket(s) at our office. If you are unable to print your voucher, please have your phone accessible to show our tour guide. Airport Transfers, Theme Park Transfer, I Ride Trolley Tickets and all Ticket Only Packages (tours not including Gray Line Orlando transportation) may have to have a printed voucher copy for redemption, electronically shown vouchers would not be acceptable.
Q: What should I do if I don’t receive my confirmation e-mail after making an online purchase?
A: Please send an e-mail to email@example.com with your name, date of purchase, and correct e-mail address, so we can re-send the confirmation to you, or call us on +1 407 522 5911 and we can resend.
Q: What forms of payment does Gray Line Orlando accept?
A: On our website we accept MasterCard, Visa, Discover Card and American Express.
Q: Are the tours guaranteed on the days mentioned?
A: All sightseeing services have guaranteed departures on days mentioned.
Q: I have booked a tour with your company. Could you please let me know the exact time of pick-up and location from my hotel?
A: Absolutely, please call Gray Line of Orlando at 800-537-0917 or 407-522-5911 with your booking reference number and we give you the pick-up time and place.
Q: What are your pick-up locations?
A: Courtesy pick-ups are included from a selection of meeting point locations such as Disney, Universal, International Drive, Lake Buena Vista and Kissimmee (Hwy 192). Locations are listed here.
Q: How do I cancel my ticket?
All tours are refundable up until the day prior to tour departure, except for special tickets/tours listed below.
For all tours that include Sporting Event Tickets or Special Admission Rocket Launch Tickets, these are non-refundable once a booking has been made.
Tours which included dated admission tickets from 3rd parties such as including ‘Explore Bus Tours / Chat with the Astronaut Tickets / VIP Small Group’ as well as Private Group vehicle charters are nonrefundable 3 days prior to tour date.
Should you need to organize a tour cancellation, refund, or reschedule please contact us at firstname.lastname@example.org or call +1 407 522 5911.
Q: Are meals included in your tours?
Details on meals are listed on the individual tour packages, if included.
Q: How can we dress?
Casual and Comfortable. For beach tours remember to bring your beach wear and towels, for tours including eco-activities such as horseback riding or ziplines please ensure you have closed toe shoes as well as either pants or shorts.
Q: What if I have an infant traveling with me?
Please ensure we are notified. Please ensure the infant is marked on the reservation, even though we do not charge for them we have to be aware due to number counts. We cannot overload tour vehicle or boats with infants if we are unaware of them. Therefore, it is something we need to be aware of. Please let us know if you wish to bring a car seat as we would need to discuss the way the car seat is anchored. This varies dependent on whether we are using a 14 passenger vehicle or tour coach/bus.
Q: If I lose something on your tour can I get it back?
Any items we find on our coaches is taken to our office and is kept for 72 hours/2 weeks. Please call our office at 800-537-0917 or 407-522-5911 for any lost items. We are however not responsible for any items left on our buses. We secure the buses during stops however drivers do not remain with vehicles and vehicles are not solely for your group (there are other guests onboard). Tour Guides not responsible for watching of any items left on the buses.
Q: Do you offer AAA discounts?
Yes. Please enter promo code AAASouth for an automatic 10% discount, you will also be required to enter your membership card number when requested.
Q: How do I contact Gray Line of Orlando?
A: The USA toll free phone number is 1-800 537 0917. The UK toll free phone number is 0800-520-0512. The Australia toll free number is 1800-623-402. We can also be reached via WhatsApp Messenger service on our standard office number +1-407-522-5911. Reservations may also be emailed to email@example.com. Our office hours are from 7:00AM through 8:00PM, daily EST.