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

benefits

  • What is The London Pass® sightseeing credits package?

    The London Pass® is a sightseeing credits package that grants holders access to 80+ London attractions. You simply purchase your desired credits package and redeem your credits to gain access to the attractions. Your credits reduce as you redeem them for entry. 

    You can choose either a 1, 2, 3, 6, or 10-consecutive day sightseeing credit package, which is subject to a "credit value" - see below for more information on "credit values". 

    Each pass is subject to a maximum credits value and you are unable to exceed this. 1 credit is worth £1 and your credits are redeemed when you enter attractions, reducing by the amount of the standard gate price of the attraction you enter.

    The maximum credits value per pass type is listed below:

    1 Day Adult London Pass: 195 max credit
    2 Day Adult London Pass: 305 max credit

    3 Day Adult London Pass: 400 max credit

    6 Day Adult London Pass: 635 max credit

    10 Day Adult London Pass: 970 max credit
    1 Day Child London Pass: 150 max credit

    2 Day Child London Pass: 215 max credit

    3 Day Child London Pass: 275 max credit

    6 Day Child London Pass: 415 max credit

    10 Day Child London Pass: 595 max credit

    Once you've purchased a sightseeing credits package it's easy; you simply scan your pass at any of the attractions to access them. 

    You can find out how many credits you left at any point by simply contacting our customer support team here. 

  • 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 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.

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.

savings

attractions

purchase

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.  

     

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:

  • 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.

validity

  • 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: £164) you can visit attractions up to the total attraction cost of £635!

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

    1 Day Adult - £195
    2 Day Adult - £305
    3 Day Adult - £400
    6 Day Adult - £635
    10 Day Adult - £970

    1 Day Child - £150
    2 Day Child - £215
    3 Day Child - £275
    6 Day Child - £415
    10 Day Child - £595

    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.

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.

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Call our Support team

Our customer service team is available:
Weekdays: 9am and 5pm (excluding UK bank holidays)
Saturday: 10am to 4pm
Sunday: 10.30am to 4.30pm (GMT)

From within the UK:
020 7293 0972

From overseas:
+44 20 7293 0972

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

You can write to us at:

The Leisure Pass Group Limited
25 Soho Square
London
W1D 3QR

Find us online at:

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