Booking with Frequently asked questions

Find contact information and FAQs for your bookings with

We work with a small number of trusted partners to provide you with easy and secure booking via Your booking is processed by a third party. Companies we work with on an affiliate basis include See Tickets, Golden Tours, and Leisure Pass Group.


If you have a query about your booking, or have attempted to make a booking and are not sure if it has gone through, please contact the relevant supplier from the list below.

Ticket suppliers: who to contact

Hotel bookings

Hotel bookings are provided by Visit the Customer Service Help Centre to contact customer services.

Theatre and events bookings

Theatre and events bookings on are powered by See Tickets. Contact customer services.

Attractions and tour tickets

Attractions, day trips, sightseeing tours, bus tours, river cruises and afternoon tea bookings on are provided by Golden Tours. Contact Golden Tours on +44 (0)20 7233 7030 or email [email protected]

See Golden Tours' coronavirus cancellation policy.

London Pass

For London Pass and Explorer Pass, call +44 (0)20 7293 0972 or email [email protected]

You have up to one year from purchase to activate your pass, but this has temporarily been extended to two years for advance pass purchases. Find out more on the London Pass website.

Visitor Oyster

If you have a query with your order, please fill in the online form on the VisitBritain Shop website.


My travel plans have changed in light of coronavirus – can I cancel my tickets?

Please contact the ticket supplier directly, using the above contact details.

You can find information on West End theatre cancellations, refunds and exchanges from the Society of London Theatre (SOLT).

Find guidance on travelling to London and more information on the coronavirus outbreak.

I didn't receive my booking confirmation

Please check the junk mail folder in your email account. If it's not in your junk mail, please contact the relevant supplier.

Which company name will appear on my credit/debit card?

Payments made to Tickets.London will appear on your card statements in the following ways as "Tickets 0870 899 3338" for West End theatre tickets and as "Event Tickets 0871 230 0010" for all other ticket types.

London Pass will appear on your card statement as "London Pass".

Who do I contact if I need to change or cancel my booking?

Depending on the type of your booking, you can contact the supplier directly at details provided above. Please note, not all bookings can be cancelled and cancellation policy is displayed at the time of purchase.

Where do I collect my tickets for the London Pass?

You can get instant digital delivery with the London Pass app.

If you have selected the delivery option, the passes will be sent to the address you supplied.

If you are collecting them in London, please go to:

London Pass Redemption Centre
11a Charing Cross Road London WC2H 0EP

The London Pass Desk is opposite the Garrick Theatre. It is open Monday to Friday 9:30am to 12pm. Closed 25 and 26 December, and 1 January.

Bring your confirmation number to collect your pass(es). No paper voucher is required.

Where do I collect my tickets for attractions, day trips, sightseeing/bus tours, river cruise or afternoon tea booked?

Your ticket will be emailed to you with the reference. If you haven't received it, please contact Golden Tours (details above).