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

Unfortunately, in response to COVID-19, London's sights and attractions are temporarily closed. We advise you to check attraction websites for the most up-to-date information.

Although your travel plans may be on hold, there's no need to worry - all unused passes now work for two years from the purchase date! We have automatically updated your passes to be valid for an additional year, so there is no need to contact us to confirm this change. You will not need to cancel your order and repurchase at a later date, as you will have plenty of time to visit once London returns to normalcy.

 

The app says my pass is only valid for one year from purchase, although I’ve read that it will now work for two years. How do I confirm my new expiration date?

We’ve already extended all passes in our system to a two-year expiration date.  In some cases, where you’ve already downloaded your passes, the PDFs (or the app) will still show a one-year expiration, but rest assured they are now valid for two years. On pre-purchased passes, in order to see the updated two-year expiration, please follow these instructions:

  • PDF:  you will need to download a new copy from your email confirmation.
  • App:  you will need to delete and then re-install the app again. Once you have downloaded a new copy, you should see the extended expiration date.  

If you have any issues with the display of the new expiration date, just send us a note and we’ll assist you with these steps.

 

I want to visit a different city once things open up after COVID-19. Can I exchange products?

If you are no longer planning on travelling to London, we would like to offer you the opportunity to change locations. Please send us an email in the form at the bottom of this page, and we will assist you with this enquiry. View a full list of all our cities.

 

Should I purchase a pass now, even though I am not sure of my exact travel dates?

Absolutely!  Our highly-rated London Explorer Passes remain available for advance purchases 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 two 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.
  • Contactless scanning at the attractions - no need to exchange money or hand over a credit card.

 

How should I prepare for my upcoming trip?

We recommend you check the travel advisory from your local authority and the UK government website prior to making your travel arrangements. 

 

We also 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 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.

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

You can contact us by filling in the short form here, or by calling us:

CUSTOMER SERVICE
+44 (0) 20 7160 6863

WHATSAPP
FOR TEXT CHAT ONLY
+44 (0) 7827534453
(available 24/7)

Our customer service team are available:
Weekdays: Between 9am and 8pm
Saturdays:10am to 4pm
Sundays:10.30am to 4.30pm
(excluding UK bank holidays)