Contact The London Pass®

Frequently Asked Questions

contact

• How do I contact the London Pass by telephone?

  Call us

  From within the UK: 020 7293 0972
  From overseas: +44 20 7293 0972
  
  WhatsApp (available for text chat only) +44 (0) 7827534453
  
  Our customer service team is available:
  Weekdays: 9am and 5pm (excluding UK bank holidays)
  Saturday: 10am to 4pm
  Sunday: 10.30am to 4.30pm (local time)

   

covid-19 faq's

• How is COVID-19 impacting my upcoming travel plans with my London Pass?

  Unfortunately, many sights and cities are currently closed for business. We advise you to check attraction websites for the most up-to-date information.
  
  Please note that all passes now work from 2 years from date of purchase!   Rest assured, you can use your passes for the next 2 years; there is no need to reach us to confirm this change - we’ve already updated all passes in our system (old and new). 
  
  If your travel plans have been negatively impacted by COVID-19 and you need further assistance with your booking, please email us using the form below. We will respond within 7 business days or less.

• I have an escalated issue that needs to be resolved. How do I contact customer service?

  Please give us a call or email us, using the form below.

  
  Call us

  From within the UK: 020 7293 0972
  From overseas: +44 20 7293 0972
  
  WhatsApp (available for text chat only) +44 (0) 7827534453
  
  Our customer service team is available:
  Weekdays: 9am and 5pm (excluding UK bank holidays)
  Saturday: 10am to 4pm
  Sunday: 10.30am to 4.30pm (local time)

   

• How do I extend my pass for 2 years?

  Here’s the good news: you don’t have to do a thing! We’re taking care of that for you. Your pass will work for 2 years from the date of purchase. So relax and don’t worry - you have plenty of time to visit your favourite city once we are up and running again.

• Should I purchase a pass now for an upcoming trip?

  Absolutely! Our London Pass is available for advance purchase.

  - You can start your experience any time within 2 years from the time of purchase

  - You can now obtain refunds on unused passes for up to 90 days after purchase. Within the first 14 days, you will receive a full refund. If your request falls between day 15 and day 90, your refund will be subject to a processing fee. See the Purchase Terms & Conditions for more information.

   - You are supporting the tourism recovery effort and helping our family of attraction partners!

• How should I prepare for my upcoming trip?

  We recommend you check the travel advisory from your local authority for travel planning.

  However, we do advise checking opening times of attractions directly on the attraction website and if unsure we’re on hand to help through our various customer service channels, detailed below.

  We also know that your future travel plans may change, that’s why we’re offering 90-day cancellation. Plus, you have up to 2 years to start using your pass - and you don’t have to commit to the date in advance. This means you can plan your sightseeing safely in the knowledge that you’re protected if things change.

• Where can I get travel updates?

  We recommend you monitor the local government’s website for updates on the situation on a local level, as well as checking the travel guidelines for your country.

benefits

• What are the main benefits of The London Pass

  The London Pass gives you access to over 80 of the best tourist attractions in London, plus a hop on hop off bus tour, as well as other benefits like Fast Track Entry at selected busy attractions. No tickets, no hassle - just sightseeing. 

  If you purchase a London Pass with Oyster Travelcard, you can also travel across all London underground and bus services with a prepaid Oyster Card.

  Each London Pass comes with a free guidebook and also entitles you to a range of great offers and discounts at restaurants, shops and entertainment options around the city. 

• Does The London Pass come with a guidebook

  Yes, the London Pass comes with a handy 160+ page Guidebook packed with information about each attraction, maps and helpful information about the city. It comes in English, French, German, Italian, Spanish, Brazilian Portuguese and Japanese.

• Can I skip the lines?

  Yes, at selected attractions marked in your guidebook and below. Take your London Pass to the prepaid ticket desk where the operator will swipe your card in a special reader and you will be shown straight through.

  London has so many great things to see and to do it's no wonder it is one of the most popular travel destinations in the world. Did you know a record breaking 17.4 million visitors came to London in 2014 alone?

  London sights can get very busy, particularly in the summer months so we have teamed up with the busiest attractions to get London Pass holders Fast Track Entry privileges at the following places:

  Certain attractions have "timed" ticketing. Please consult your guidebook before you visit the attraction.

  ✔ Tower Bridge Exhibition

  ✔ St. Paul's Cathedral

  ✔ Hampton Court Palace

  ✔ London Zoo 

  ✔ London Bridge Experience

  ✔ Kew Gardens

• Is there any benefit in buying the London Pass now
  If you purchase the London Pass now through this site then you get the option to have your order shipped to you before you travel or opt for Mobile Delivery and download the London Pass App.

   

  You can then start using your London Pass as soon as you arrive in the city. This is the only place that a London Pass with Oyster Travelcard can be purchased and shipped to an address of your choice.

  Each London Pass is valid for 24 months from the point of purchase.
• Am I eligible for Mobile delivery

  The Mobile delivery London Pass is available for London Pass orders without travel, and accessible on Android and iOS devices only.

savings

• How much can I save with The London Pass

  The more you see the more you save!

  You only need to visit a few attractions before you start saving money. To get an idea of how much you could save, browse our London attractions section and see how much each attraction would normally cost you to visit. 

• Which London Pass offers the most/best savings

  The longer the pass duration, the better value for money. The 10 day London Pass is our most money saving, working out at just over £18 a day! That’s cheaper than entry to London Bridge Experience, London Zoo and the Tower of London!

   

• How can I find out how much credit I have left on my London Pass

  If you wish to confirm the outstanding credit on your London Pass then you should call our customer service team on 020 7293 0972 or +44 (0)20 7293 0972.

attractions

• Does the pass include all of London's attractions
  The London Pass features over 80 top attractions including Tower of London, Westminster Abbey, Windsor Castle, St. Paul's Cathedral, Kensington Palace, ZSL London Zoo and a Thames River Cruise and Hop on Hop off Bus Tour of London. Check out our complete list of top London attractions you can access with a London Pass.
• Where can I use The London Pass? Which attractions are included

  There are over 80 attractions included on The London Pass including Tower of London, Westminster Abbey, Thames River Cruise, Kensington Palace and many more. Check out the complete list of London attractions included.

• What are the normal costs of the attractions

  The entry costs for all attractions vary and may be over £20.00 for an adult ticket. To see how much you could save on normal entry costs, browse our London attractions section and check out each attraction you would like to visit for their latest gate price.

• Are the attractions accessible all year round

  The majority of attractions included on The London Pass are open all year round with just a few days of closure, usually around Christmas.

  To see the opening hours and dates for each attraction, browse our London attractions section or refer to your London Pass Guidebook.

• How do I find out an attractions opening times and closing times

  The opening times and dates of all London Pass attractions can be found on each individual attraction page on website. They are also detailed in the London Pass Guidebook received with every order. For information on the go, download the London Pass App to get all the attraction information at your fingertips.

• Can I visit the same attraction twice with my London Pass

  You can only visit each attraction included on the London Pass once. Repeat entry is not allowed.

• How many times can I use the Hop-On, Hop-Off Bus Tour

  The London Pass entitles you to a 1 day Hop-On, Hop-Off Bus Tour. Simply show your London Pass card to board the bus, sit back and be shown the best sights in the city. 

  Please note - taking a bus tour will activate your London Pass.

• Can children visit attractions on their own

  When visiting attractions, children must be accompanied by an adult or may be refused admission.

• Is The London Pass suitable for those with disabilities and their carers

  Some attractions may offer carer places or free entry to visitors with disabilities, so The London Pass might not be the most suitable for them as requirements vary from attraction to attraction. Please contact them directly for further information.

purchase

• How much does a London Pass cost

  The cost of a London Pass varies depending on the duration, pass type and whether you opt to include an Oyster Travelcard. For full details of the latest prices then check out the Prices page.

  Note: the longer the duration, the better value the pass.

• If I order online how do I receive The London Pass

  When you order the London Pass through the official website here, there is the option to either have the order shipped to an address of your choosing or you can send the order to your Smartphone for Mobile London Pass. Electronic passes will be delivered instantly upon purchase.

  Check out our Delivery Options page for more information. 

• Can I buy The London Pass when I am in London

  Of course! You can purchase online in London and have your London Pass sent directly to your Smartphone with our Mobile London Pass option.

• How do you define a child

  Children are aged between 5 and 15 years. Children under 5 years are free. 

  Note: Children under the age of 11 who are accompanied by an adult with a valid travel ticket can travel for free on the London Underground.

• Do you offer discounts for groups, students or senior citizens

  Unfortunately not. The London Pass has been specially created to help visitors save both time and money through the use of product. Learn more about the savings you can make with the London Pass here.

  Please Note: groups of more than 10 may not be allowed access at some attractions included on The London Pass.

• Can I buy The London Pass for a group

  We don't have any restrictions when purchasing through the website, however, the London Pass is not designed for large groups of travellers.

  Please Note: Groups of more than 10 may be refused entry at some attractions. We advise if you are in a group of over 10 that you contact each attraction in advance.

• How do I use an offer code or discount code

  If you have an offer code you can enter this on the checkout page after you have chosen you product(s).

  Note: Offer codes cannot be used in conjunction with any other discount.

• Why haven't I received my email confirmation

  Your email confirmation should normally arrive in your inbox a few minutes after completing a transaction/purchase. If you haven't received an email confirmation then we recommend you check your spam filter or junk folder.

  If you still cannot locate an email then please send a request through to our customer service team confirming your email address and order reference number: info@londonpass.com

• Can I buy a London Pass as a gift for someone else? Are they named with the card holder's name?

  The London Passes are not printed with any names. This means that they make the perfect gift.

  All London Passes are valid for 24 months from the date of purchase, so you can gift them the cards for use at a later date and they will only become activated at first use at an attraction.

• How do I get a Mobile London Pass?

  If you have an iOS or Android device and would like to purchase a London Pass without Travel then you can select free Smartphone Delivery at the checkout. We will then send you your order confirmation with links to download our free London Pass App where you can download and access your London Pass. You will not need data connection to use your Mobile London Pass.

  Please note: downloading your Mobile London Pass on the App will not activate it.

transport

• How does the Oyster Travelcard work when you have The London Pass + Travel

  The Oyster Card is an electronic travelcard designed to facilitate journeys across London on the extensive transport network. The Oyster Card will come pre-charged with a credit value respective to your London Pass duration, and can be used at any time of day, any day of the week.

  Your Oyster Card can be used on the public buses, the underground network as well as overground trains and the DLR. The Oyster Card will never expire so it makes a great investment if you plan on coming to London in the future.

  To find out more about Oyster Travelcard, click here.

• When and where can I use the Oyster Card?

  The Oyster Card can be used across all buses, tubes, overground trains and the DLR. It can be used any time and any day the public transport networks are running. To find out more about opening times of the London transport network, visit the Transport for London website.

  You can use your Oyster Card without activating your London Pass - as your pass will only become activated at first use at an attraction.

• Is the transport limited to certain hours of the day?

  Oyster Cards can be used any time of day, any day of the week the network is running, normally from approximately 05:30am until approximately 12:30am, depending on the service.

  Please check the Transport for London website for more information about times and line closures before you travel.

   
• Can I use The London Pass from the airport?

  If you have your order shipped to you before you travel and you fly into Heathrow Airport then you can use your Oyster Travelcard on the London Underground to travel into central London. The Oyster Travelcard would also cover use on the DLR trains from London City Airport as well. Using your Oyster Card to travel into Central London from Gatwick will incur a higher charge (up to £19.80 one-way on the Gatwick Express, for example) so we would advise against using it from this airport.

  The Travelcard doesn’t cover transport to and from Luton Airport and Stansted Airports. 

• Can I buy the London Pass with Travel anywhere?

  No, the London Pass with Travel can only be purchased online in advance.

• How do I get to Windsor Castle?

  Travel to and from Windsor is included with the London Pass and the London Pass + Travel package. 

  Show your London Pass to the ticket controller when boarding the train at Paddington (for a train to Slough, and change for Windsor & Eton Central) and you can travel for free. Full details can be found in your London Pass Guidebook or on the Windsor Castle attraction page. The journey should take around 30 minutes. 

  Note: Do NOT use your Oyster Card to get through the barrier as it might charge you.

• Will the Oyster Card activate my London Pass?

  The London Pass will only become activated after first use at an attraction. So you can start using your Oyster Card independently of the London Pass and continue to use your Oyster Card after your London Pass has expired if you are staying in the city longer.

• How do you define a Child London Pass (+ Travel)?

  Children under 11 years of age can travel for free on London Transport with an Adult holding a valid Oyster Card. Children between 11 – 15 with a 1, 2, 3, 6 and 10 day London Pass + Travel Package will receive Daily/Weekly Paper Visitor Travelcards.

  Please be aware that a 1-Day Child Pass up to a 6-day Child Pass will grant you the equivalent 1-daily to 6-Daily Paper Visitor Travelcards. A 10-Day Child Pass will grant you 1-Weekly + 3 Daily Paper Visitor Travelcards. Each Daily Paper Visitor Travelcard is only useable for one day.

• What is the £5 admin fee on the Oyster Travelcard package?

  The £5 admin charge is a fee added on by Transport for London to cover the cost of producing the Oyster Cards. This is a non-refundable fee that is unavoidably added to every Oyster Travelcard order.

  It does mean that the card is yours forever as you do not have to return the card after use, or throw it away. Providing the Oyster Card has credit, it can be used at a later date as the card never expires.

• If my child (under 11) doesn't need a travelcard or Oyster Card, how will they get through the barriers?

  Children under 11 can travel on the London Transport network for free, accompanied by an adult holding a valid Oyster Card. Please go to the wider gates at the side where a member of staff can let you through without a ticket.

• Can I store my luggage somewhere while using my London Pass?

  Stasher have locations across the world where you can store your bag while you explore the city. Exclusive to Pass holders only, bookings can be made online here and use the code LONDONPASS for 15% off.  

   

validity

• How does The London Pass work

  The London Pass is simple and easy to use, check out the Guidebook, app or website to choose where you wish to visit. Show the London Pass card at the entrance or ticket office of any attraction included, they will scan the card and give you entrance at no further cost. Show your card and head straight inside - it's as easy as that!

  The London Pass is valid for a calendar day and is subject to a "credits value" - check out How It Works for further information.

• Are the 2 day, 3 day, 6 day and 10 day London Passes for consecutive days?

  Yes, all London Passes are to be used on consecutive days - NOT 24 hours. For example, if you have a 3 day London Pass and start using it on a Tuesday, it will be valid for that day, Wednesday and Thursday.

  Note: If you start using you London Pass in the evening or late in the day that will count as your first day.

• How do I enter attractions with the London Pass?

  Simply scan your London Pass at an attraction entrance or ticket desk to redeem your sightseer credits to enter the attraction. Credits will be deducted with each attraction visit, starting with your first visit.

• Who am I buying entry from?

  Your sightseer credits are redeemed with the London Pass (not individual attractions).

• What is the "Credits Value"

  Each London Pass is subject to a credits value based on the duration of the Pass.

  The credits value is the maximum amount you're able to use based on the standard gate price for each attraction. For example; with a 6 day Adult London Pass (Price: £171) you can visit attractions up to the total attraction cost of £629.30!

  Here is a breakdown of the credits value for each London Pass:

  1 Day Adult - £188.40
  2 Day Adult - £295.30
  3 Day Adult - £391.80
  6 Day Adult - £629.30
  10 Day Adult - £978.00

  1 Day Child - £133.57
  2 Day Child - £200.57
  3 Day Child - £260.57
  6 Day Child - £366.42
  10 Day Child - £600.72

  If you want to check your remaining credits value, you can call our Customer Service team +44 20 7293 0972.

• What happens if I change the date of my trip to London

  Your London Pass is valid for 2 years from the date of purchase.

   

• What happens if my plans change and I can’t/don’t use The London Pass

  For all customers that purchase passes from September 1 2020 onwards, you can now obtain refunds on unused passes for up to 90 days after purchase. See the Purchase Terms & Conditions for more information.

• Can I claim a refund
  Contact us via email (info@londonpass.com) and sending the unused products back to us in the post. Full details can be found in our terms and conditions. To find out more, click here.
• What should I do if my plans change due to COVID-19?

  Many countries have issued preventative responses to the virus, but that doesn’t mean you have to cut your trip short. All passes are now valid for 24 months from the date of purchase. Find out more here.

general

• Who is The London Pass for

  EVERYONE! The London Pass has something for everyone including families, couples, children, adults, first time visitors, repeat visitors, long haul visitors, short stay visitors, independent travellers, international visitors as well as UK and local residents.

  The London Pass is for anyone who wants to visit some of the most popular and best attractions in London whilst saving both time and money.

• Does The London Pass include any night time activities

  Yes - although the London Pass is predominantly for day time attractions and activities, we have included a number of evening attractions including:

  • Curzon Cinema and several Movie Theatres
  • Queen's Ice & Bowling
  • Brass Rubbing
  • and much more...
• Who is behind The London Pass

  The London Pass is owned and managed by sightseeing and tourism experts The Leisure Pass Group.

  The Leisure Pass Group have successful products throughout the world including The Paris Pass, The New York Pass and Berlin Pass. They are proud members of a number of recognised industry organisations including:

  • Visit London (now London & Partners)
  • Visit Britain
  • European Tour Operates Association
  • Europen City Marketing
  • Uk Inbound

  The London Pass has won several industry awards which you can learn more about, here.

• Is it possible to extend or change the dates of my London Pass

  The London Pass is activated the first time you use it. All orders made online here are now valid for 24 months from the date of purchase.

  We recognise that many customers bought their passes well in advance of travel, and many attractions are temporarily closed due to COVID-19. As a result, we are now allowing customers with advance pass purchases to extend their passes for up to 2 years. As an added benefit, you can even choose a different city to sightsee in from the passes in our group. Find out more.

• Do you work with travel agents

  Please visit our trade page for further information about selling the London Pass as a travel agent and full contact details.