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COVID-19 - Coronavirus

On 23 June 2020, the Prime Minister announced further easements of the coronavirus (COVID-19) restrictions as part of Step Three of the government’s plan to return life to as near normal as we can. New coronavirus secure guidance for the hospitality sector means businesses and tourist attractions can re-open in England from 4 July, with some exceptions. Tourist attractions forced to close during the lockdown are putting social distancing measures in place and are preparing to reopen.

 The UK Government has published its COVID-19 Action Plan, which can be accessed here: https://www.gov.uk/government/publications/coronavirus-action-plan/coronavirus-action-plan-a-guide-to-what-you-can-expect-across-the-uk  

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

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 our FAQs below and the relevant attraction website for the latest availability on your purchase. 

Please note that we are governed by UK legislation and whilst our standard terms and conditions of sale remain in place and apply to your order, we are working closely with each of our suppliers in order to establish and provide the most appropriate and reasonable solutions for our customers during this time. 

Please see the below FAQ’s which apply as per the below terms which are in place from the 15th March 2020 to the 13th September 2020:

  • These FAQ’s apply only to those travelling to the UK from countries or territories that are not included within the UK governments travel corridor list at the time of validity. You can view this list here: https://www.gov.uk/guidance/coronavirus-covid-19-travel-corridors 
  • These FAQs only apply to items with a validity start date or expiry date between the 15th March 2020 to the 13th September 2020.  
  • If your order was placed after the 1st April 2020 and/or has a validity date beyond the 13th September these FAQs will not apply, however we will review and discuss such enquires on a case by case basis.
  • Our final position regarding any changes to your order, will be directly influenced by our suppliers’ flexibility with us and we ask you to please refer to our terms and conditions of sale if in any doubt. 

How long will UK attractions remain closed?

New coronavirus secure guidance for the hospitality sector means businesses and tourist attractions can re-open in England from 4 July, with some exceptions. Tourist attractions forced to close during the lockdown are putting social distancing measures in place and are preparing to reopen.

Can I book travel or attraction tickets for later this year?

Our suppliers have been preparing for guests by putting social distancing and safety measures in place and many were able to reopen from the 10th July 2020. 

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 

I am trying to book tickets for later this year but I cannot select the standard delivery option?

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.

I have an order for items that are valid between the 15th March and 13th September, can I change the date of my 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.

I have an order for items that are valid between the 15th March and 13th September, can I get a refund?

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.

Can I receive a refund for London Travelcards that I have purchased from you if these have a visit validity date between 15th March – 13th September, and I have been unable to use them?

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

In light of the current circumstances, we are pleased to inform you that tickets displaying a validity date from 15th March - 13th September we can offer the following options:

1. Return the unused tickets back to us with the promise that we will send you replacements within 12 months of the original purchase date 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 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 will reply with all information and instructions as necessary

Can I receive a refund for Visitor Oyster cards that I have purchased from you if these have a visit validity date between 15th March – 13th September, and I have been unable to use them?

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 only:

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

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 will reply with all information and instructions as necessary.

Can I receive a refund for Britrail Tickets that I have purchased from you if these have a visit validity date between 15th March – 13th September, and I have been unable to use them?

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

In light of the current circumstances, if your country or territory is NOT listed on the UK governments travel corridor list at the time of validity, we are pleased to inform you that tickets displaying a validity start date from 15th March - 13th September 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. For any unused tickets dated for use from 15th March – 13th September we are currently able to offer refund minus a 15% admin fee and the shipping cost.

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. 


Can I receive a refund for eTickets that I have purchased from you if these have a visit validity date between 15th March – 13th September inclusive, and I have been unable to use them?

In light of the current circumstances, if your country or territory is NOT listed on the UK governments travel corridor list at the time of validity, we are pleased to inform you that we can offer the following options for eTickets displaying a validity start date from 15th March - 13th September:

1. (Recommended) We can offer to hold your eTicket which can be validated for a date of your choosing once circumstances permit. (When rebooking, tickets will be issued based on availability for your preferred visit date)

2. Although eTickets 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, the date of original purchase and your planned travel dates and we will respond on a case by case basis. 

I have an unredeemed eVoucher that’s due to expire before the 13th September 2020, will this be extended?

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.

If you have an eVoucher that is due to expire before 13th September 2020, and your country or territory is NOT listed on the UK governments travel corridor list at the time of validity we may be able to offer to extend the validity of your eVoucher. 

I am travelling to the UK and will be required to quarantine for 14 days. If my purchase is only valid during this period can I get a refund?

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.

Updates to the travel corridor list from 10th July 2020

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.

I have booked a ticket to visit after 13th September, can I get a refund?

We are looking forward to welcoming you to enjoy UK experiences and products.

As travel advice is changing frequently we do advise you to check the official websites of organisations and visitor attractions, to ensure you’re up to date on opening hours and any measures in place.

We are currently prioritising visitors with bookings up to 13th September and we will respond to enquiries for dates beyond this on a case by case basis. 

If your country or territory is NOT listed on the UK governments travel corridor list at the time of validity please get in touch with us via 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

The card I used to purchase my tickets with has expired, or my account is closed. What will happen with my refund?

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.

Why is there a difference between the amount I was charged in my local currency when I made my booking and the amount that has been refunded to me?

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.

When will I get my refund, can you give me a timeframe?

All confirmed refunds for bookings with validity dates between 15th March to the 13th September 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.

If you have still not received your payment after this period, please reply to the last email that we sent you and we will follow this up.

I have only received a partial refund. When will I receive my full refund?

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

How can I contact you about a question not covered here?

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.

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