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Help

COVID-19 - Coronavirus

In light of the current situation, we understand that you may be concerned about your booking with us. Naturally, we are taking all requests to cancel very seriously under these unprecedented circumstances and we will always try to help and find a solution for our customers.

We would like to reassure you that many of our products are available and valid for redemption throughout the year.Should you need to defer your booking to a later date; please refer to the FAQs below and the relevant attraction website for the latest availability on your purchase.

The below FAQ’s apply to the following dates: 15th March 2020 to 30th April 2020 (We will provide further updates in line with Government advice)

Situation Update: Latest information and advice on COVID-19 and travel to the UK

  • As of 17 March 2020 the Foreign & Commonwealth Office (FCO) has advised against all non-essential international travel, initially for a period of 30 days. This advice takes effect immediately.
  • This follows the UK Government’s advice on 16 March 2020 that the public in the UK stop non-essential contact with others and also to stop all unnecessary travel.
  • Visitors currently in the UK with individual health-related questions or concerns can access the latest information and guidance from Public Health England and the UK’s Department for Health and Social Care. Further advice for travellers is also available on the UK’s NHS website

The UK Government has published its COVID-19 Action Plan, which can be accessed here: https://www.gov.uk/government/publications/coronavirus-action-plan

Airport Transfers?

We can confirm that we are currently in communication with our airport transfer product suppliers in the hope that they will relax their normally strict cancellation policies in light of the current travel restrictions.

Until we have any further updates from our suppliers we are obliged to impose our present terms and conditions of sale.

Britrail Passes?
If all or part of your order included Britrail passes we can offer the following options:
1. (Recommended) You may not be aware that BritRail passes can be validated within a period of 11 months after the start date, so we encourage you to keep them for use when the circumstances permit.
2. Although these items are stated as non-refundable in our Ts&Cs, in light of the current circumstances and as a good will gesture, we are pleased to inform you that we are currently able to offer refund minus a 15% admin fee and the shipping cost for any unused tickets dated for use between 15th March and 30th April 2020.
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.

eTickets?

Although these items are stated as non-refundable, in light of the current circumstances we are liaising with each of our suppliers and in the hope that they will relax their normally strict cancellation policies in light of the current travel restrictions.

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.

eVouchers?

The vast majority of our eVouchers are valid for use for 12 months from the date of purchase so we do encourage you to hold on these for the next time you are able to visit the UK.  

Shipping?

The impact of the coronavirus and the measures in place to tackle it are making it increasingly difficult to provide mail services to all destinations. A growing number of postal authorities are no longer accepting inbound mail and flights are no longer available to some countries. For this reason our standard delivery services have temporarily been suspended. Express services remain available for the time being. For further details please reach out to our customer service team.

Travelcards?

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

In light of the current circumstances and as a good will gesture, we are pleased to inform you that tickets displaying a validity date of between 15th March 2020 to 30th April 2020 we are currently able to offer either of the following options:

1. Return the unused tickets back to us with the promise that we will send you replacements within 12 months at your request 
2. Return the unused tickets back to us for a refund (Minus the original shipping cost and a 15% admin fee).


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.

Visitor Oyster Card?

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 of purchase we can offer to refund (Minus our shipping cost and a 5% admin fee) if you return unused Visitor Oyster Cards to us.
Other options available to be refunded for any remaining credit:

• Refunds at tube station ticket machines
• Refunds at Visitor Centres
• Refunds by post


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.

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