Contact The London Pass®

Our FAQs will answer 95% of your questions. If you can't find the answer to your query, please contact our Customer Support team below.

Frequently Asked Questions


  • 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.




  • 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 pick up your passes at our central London collection desk. Alternatively you can send the order to your Smartphone for Mobile London Pass which you will receive instantly upon purchase.

    Check out our Shipping and Collection page for more information. 

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

    Yes, we have a number of retail partners in London that sell The London Pass, including one which is situated upstairs from our Redemption Desk, located at 11a Charing Cross Road. You can also purchase online in London and collect it that day, or have your London Pass sent to your Smartphone with our Mobile London Pass option.

    Note: The London Pass only (without Oyster Travelcard) is available at retailers in London; you can purchase The London Pass with Travel package at the Redemption Centre or online.

  • Where can I buy The London Pass in London
    The London Pass can be purchased at most major railway and Underground stations including:
    - Heathrow (TFL Information Centre and British Hotel Reservation Centre)
    - Gatwick (British Hotel Reservation Centre)
    - Victoria (TFL Information Centre)
    - Liverpool St (TFL Information Centre)
    - Euston (TFL Information Centre)
    - Piccadilly Circus (TFL Information Centre and HotelWorld)
    - Paddington (British Hotel Reservation Centre)
    - King’s Cross St Pancras (TFL Information Centre)
    - Earls Court, Tower Hill and many more...
    Note: The London Pass with Oyster Travelcard is not available from retailers in London, only The London Pass on its own.
  • Can I buy The London Pass at the Airport

    You can buy the London Pass (without the transport element) at the British Hotels Reservation Centres at Heathrow , Stansted and Gatwick airports; the Transport for London Information Centre at Heathrow; or the Hotel and Travel Reservation desks at Gatwick South, Luton and Stansted.

  • 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:

  • What happens if I want to collect an order which is not in my name, or if I paid with a different card and the cardholder won't be present

    You will need the order confirmation email with the unique order ID number and the original credit card (if one was used) when you pick up your order. If the cardholder will not be present, please bring a copy of their ID if the order is under a different name. You may not be able to collect your London Pass(es) without these documents. 

  • 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.


  • 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.  



  • 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 a 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 £625!

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

    1 Day Adult - £175.00
    2 Day Adult - £297.00
    3 Day Adult - £385.00
    6 Day Adult - £625.00
    10 Day Adult - £925.00

    1 Day Child - £145.00
    2 Day Child - £195.00
    3 Day Child - £245.00
    6 Day Child - £370.00
    10 Day Child - £510.00

    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 (as well as your email confirmation voucher if you planned to collect your order in London) is valid for one year from the date of purchase.


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

    If you have bought from the London Pass website and your plans change so you can’t use your London Pass(es), you are entitled to a free 30 day Money Back Guarantee from date of purchase. To find out more about the Money Back Guarantee scheme, click here. Terms and conditions apply.

  • Can I claim a refund
    Our standard 30 Day Money Back Guarantee options are subject to you contacting us via email ( 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.


  • 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:

  • 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, as is the email confirmation for collections.

    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.

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 we are now offering the ability to extend your pass for up to 2 years from the date of purchase!

    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 24/7 for text chat only) +44 (0) 7827534453

    Our customer service team is available:
    Weekdays: 9am and 8pm (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 despite attractions being currently closed. If you purchase a pass now, you can have peace of mind that:

    - Passes are at the lowest prices of the season and you can start your experience any time within 2 years from the time of purchase

    - We have a flexible return policy. Passes purchased during this promotional period may be returned within 30 days, with no questions asked

     - 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 30-day free 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.


If you can't find your answer in our FAQ, please fill out the form below to submit a question to our Customer Support team. We will get back to you as soon as possible.

Please enter your first name
Please enter your last name
Please enter a valid email address
Please enter your comments
Please select one of the below options before proceeding

to receive emails to help me plan my trip, including: London attraction updates, travel tips, itineraries & exclusive London Pass holder discounts on theatre shows, tours and other city passes in adherence to our data policy. We do not sell your personal data.

Please verify the reCAPTCHA field

If you still have a question, click below to send your message to us.

Call our Support team

We are contactable between:
9am and 8pm weekdays (excluding UK bank holidays)
10am to 4pm Saturdays
10.30am to 4.30pm Sundays (local time)

From within the UK call
020 7293 0972

or from overseas call
+44 20 7293 0972

WhatsApp for text chat only
+44 (0) 7827534453(available 24/7)

You can write to us at:

The Leisure Pass Group Limited
25 Soho Square

Find us online at:

Top London Attractions

  • Hop-On, Hop-Off Bus Tour

    Hop-On, Hop-Off Bus TourIncluded with pass - Normally £34.00

    View attraction
  • Thames River Boat Cruise

    Thames River Boat CruiseIncluded with pass - Normally £20.50

    View attraction
  • St Paul’s Cathedral

    St Paul’s CathedralIncluded with pass - Normally £20.00

    View attraction
  • Hampton Court Palace

    Hampton Court PalaceIncluded with pass - Normally £24.50

    View attraction
  • The View from The Shard

    The View from The ShardIncluded with pass - Normally £34.00

    View attraction
  • London Bridge Experience

    London Bridge ExperienceIncluded with pass - Normally £28.95

    View attraction
  • Shakespeare's Globe Theatre Tour

    Shakespeare's Globe Theatre TourIncluded with pass - Normally £17.00

    View attraction
  • Royal Albert Hall Tour

    Royal Albert Hall TourIncluded with pass - Normally £15.00

    View attraction
  • Royal Observatory Greenwich

    Royal Observatory GreenwichIncluded with pass - Normally £16.60

    View attraction
  • Old Royal Naval College

    Old Royal Naval CollegeIncluded with pass - Normally £12.00

    View attraction
  • Handel & Hendrix London

    Handel & Hendrix LondonIncluded with pass - Normally £10.00

    View attraction
  • Wembley Stadium Tour

    Wembley Stadium TourIncluded with pass - Normally £24.00

    View attraction
  • The Queen’s Gallery

    The Queen’s GalleryIncluded with pass - Normally £13.50

    View attraction
  • Household Cavalry Museum

    Household Cavalry MuseumIncluded with pass - Normally £9.00

    View attraction
  • The Monument to the Great Fire of London

    The Monument to the Great Fire of LondonIncluded with pass - Normally £5.40

    View attraction
  • Chelsea FC Stadium Tour

    Chelsea FC Stadium TourIncluded with pass - Normally £27.00

    View attraction
  • Beefeater Gin Distillery Tour

    Beefeater Gin Distillery TourIncluded with pass - Normally £18.00

    View attraction
  • Charles Dickens Museum

    Charles Dickens MuseumIncluded with pass - Normally £10.00

    View attraction
  • Twickenham Stadium Tour and Rugby Museum

    Twickenham Stadium Tour and Rugby MuseumIncluded with pass - Normally £25.00

    View attraction
  • Emirates Stadium Tour - Arsenal FC

    Emirates Stadium Tour - Arsenal FCIncluded with pass - Normally £25.00

    View attraction
  • London Transport Museum

    London Transport MuseumIncluded with pass - Normally £17.50

    View attraction
  • Curzon Mayfair Cinema

    Curzon Mayfair CinemaIncluded with pass - Normally £16.90

    View attraction
  • QUEENS Skate Dine Bowl

    QUEENS Skate Dine BowlIncluded with pass - Normally £15.00

    View attraction
  • Estorick Collection of Modern Italian Art

    Estorick Collection of Modern Italian ArtIncluded with pass - Normally £7.50

    View attraction
  • Chelsea Physic Garden

    Chelsea Physic GardenIncluded with pass - Normally £12.00

    View attraction
  • Jason’s Original Canal Boat Trip

    Jason’s Original Canal Boat TripIncluded with pass - Normally £12.00

    View attraction
  • London Wetland Centre

    London Wetland CentreIncluded with pass - Normally £13.00

    View attraction
  • Wernher Collection at Ranger’s House

    Wernher Collection at Ranger’s HouseIncluded with pass - Normally £9.50

    View attraction
  • Benjamin Franklin House

    Benjamin Franklin HouseIncluded with pass - Normally £8.00

    View attraction
  • BAPS Shri Swaminarayan Mandir

    BAPS Shri Swaminarayan MandirIncluded with pass - Normally £2.00

    View attraction
  • Florence Nightingale Museum

    Florence Nightingale MuseumIncluded with pass - Normally £9.00

    View attraction
  • National Theatre Backstage Tours

    National Theatre Backstage ToursIncluded with pass - Normally £10.00

    View attraction
  • Bicester Village Shopping Express

    Bicester Village Shopping ExpressIncluded with pass - Normally £28.00

    View attraction
  • London Brass Rubbing Centre

    London Brass Rubbing CentreIncluded with pass - Normally £4.50

    View attraction
  • London Museum of Water and Steam

    London Museum of Water and SteamIncluded with pass - Normally £17.00

    View attraction
  • The Foundling Museum

    The Foundling MuseumIncluded with pass - Normally £12.00

    View attraction
  • Rock n Roll Walking Tour

    Rock n Roll Walking TourIncluded with pass - Normally £9.50

    View attraction
  • Pollock’s Toy Museum

    Pollock’s Toy MuseumIncluded with pass - Normally £6.00

    View attraction
  • Museum of Brands, Packaging and Advertising

    Museum of Brands, Packaging and AdvertisingIncluded with pass - Normally £9.00

    View attraction
  • The Old Operating Theatre Museum

    The Old Operating Theatre MuseumIncluded with pass - Normally £6.50

    View attraction

Trusted by over 3 million customers, here's what they have to say