Our suppliers have been preparing for guests by putting social distancing and safety measures in place. 

As each of our suppliers ready themselves for visitors we will begin to add booking options throughout our website. If an attraction is available to book you can be confident that they are open and prepared for guests. 

Our ‘Know before you Go’ page will be helpful in planning your visit 

This will depend on the product(s) that you have purchased. We have been working with our suppliers to offer as much flexibility as possible at this time. 

Individual supplier terms will apply so we do ask you to please complete our contact form providing your order number, the date of original purchase and your planned travel dates and we will respond on a case by case basis.

This will depend on the product(s) that you have purchased. We have been working with our suppliers to offer as much flexibility as possible at this time. 

Individual supplier terms will apply so we do ask you to please complete our contact form providing your order number, the date of original purchase and your planned travel dates and we will respond on a case by case basis.

Travelcards are date and user specific and therefore are typically non-refundable.

However, in light of the current circumstances, we are evaluating all the requests with the necessary attention. Please complete our contact form to confirm your preference and providing your order number and as much information as possible.

We will reply with all information and instructions as necessary.

The credit on Visitor Oyster Cards does not expire so we do encourage you to hold on these for the next time you are able to visit London.

Alternatively, you may get a full refund (Minus our shipping cost) if you return unused Visitor Oyster Cards to us within 14 days of purchase

Beyond 14 days and in light of the current circumstances, we are evaluating all the requests with the necessary attention.

Please complete our contact form to confirm your preference and providing your order number and as much information as possible.

We will reply with all information and instructions as necessary.

Britrail tickets are date and user specific and therefore are typically non-refundable.

However In light of the current circumstances, we are evaluating all the requests with the necessary attention.

Please complete our contact form providing your order number, the date of original purchase and your planned travel dates and we will respond on a case by case basis.

Individual supplier terms will apply so we do ask you to please complete our contact form providing your order number and as much information as possible and we will respond on a case by case basis.

Individual supplier terms will apply so we do ask you to please complete our contact form providing your order number and as much information about your circumstances as possible and we will respond on a case by case basis.

Individual supplier terms will apply so we do ask you to please complete our contact form providing your order number, the date of original purchase and your planned travel dates and we will respond on a case by case basis. 

We do ask for your patience as are currently prioritising visitors with bookings up to 4th July. We will respond to enquiries for dates beyond this on a case by case basis and as soon as possible.

The UK government has published the following countries and territories exemption list:  From 10 July 2020, unless they have visited or stopped in any other country or territory in the preceding 14 days, passengers arriving from the stated countries and territories will not be required to self-isolate on arrival into England.

The UK government will keep the conditions in these countries and territories under review. If they worsen we will not hesitate to reintroduce self-isolation requirements.

Travellers should always check the latest FCO travel advice. Travel advice includes information on any health measures in place for visitors to the country or territory. These can include a requirement to self-isolate, quarantine, or undergo testing for coronavirus, or even restrictions on entry.

Do not travel if you have coronavirus symptoms.

Tell a member of the staff or crew if you develop symptoms while traveling.

All confirmed refunds for bookings are being processed. We are working through these as swiftly as possible and we do ask for your patience as it can take up to 20 working days for this to be processed and for the funds to appear in your account.

Any bookings that are made in GBP on our site and then refunded into local currencies will be made at the corresponding exchange rate at that time, which is subject to variation. 

We always refund GBP purchases in GBP, unfortunately if this is being reimbursed to your local currency account, we are unable to affect the exchange rate at the time.

All refunds are automatically processed back onto the original payment card. If your card has expired, or you have closed your account, providing either another account was opened with the same bank or a switch service was implemented, the refund will still be processed. 

It can however take longer for the money to reach your account, please allow for a minimum of 14 days once your refund has been processed. This time is dependent on your bank or card provider.

If you purchased additional tickets or made changes to an existing booking, the different amounts will appear as separate transactions when refunded back to your card or account. If after 14 days of receiving your refund confirmation you have still not received the correct amount, please contact us.

You can get in touch with us via our contact form.

Please be aware that we are experiencing a high volume of emails. A member of the Visitor Services team will respond as soon as possible however, please expect a delay in our response as we work through our correspondence. For the well-being of our staff, we have taken the decision to close our London offices with the team working from their homes to support our global customer base. As a result, we are not currently able to accept calls.