Booking and payment FAQs
Do I have to prebook my tickets?
No, you do not need to prebook your tickets because you can purchase them on the day (subject to availability).
However, there are many advantages to pre-booking including discounted tickets for the London Eye and London Eye River Cruise. Bookings can be made as little as two hours in advance either online or by contacting us by telephone.
Do I have to choose a time when pre-booking tickets?
If you purchase Standard Tickets, you will need to choose a date and time when booking in advance.
If you know what day you would like to visit the London Eye but are unsure of the time, you can purchase a Flexi Ticket , allowing you to visit the London Eye at the time of your choice on a chosen day.
You can also purchase a Flexi Fast Track ticket allowing you entrance at the time of your choice and priority entrance, bypassing the majority of the queue.
Champagne Experience
Please arrive at the Priority Desk 15 minutes before your experience.
Fast Track
Please arrive at the Priority Desk 15 minutes before your experience time.
Standard ticket holders should allow at least an extra 10 minutes if they are collecting tickets.
What is the difference between a Standard Ticket and a Fast Track ticket?
If you have pre-booked Standard Tickets, you avoid having to queue to purchase tickets but will still need to join the boarding queue. You will need to join the boarding queue 30 minutes prior to your experience time so you are able to board at approximately the time you have booked for.
With Fast Track tickets, you need only report in at the Priority Desk only 15 minutes prior to your experience. You will be given a complimentary souvenir guide book and will bypass the majority of the boarding queue.
Secure online booking
To make life easier, tickets can be booked in advance online via our secure booking system.
You can have complete confidence in our online security. We use the strongest SSL encryption via VeriSign - the leading Secure Sockets Layer (SSL) Certificate Authority and Verified by Visa - a service that lets you shop online with added confidence. (Though a simple checkout process, Verified by Visa confirms your identity when you make purchases in participating online stores. It's convenient and it works with your existing Visa card.)
Many of our tickets booked online are subject to a 10% discount against the standard walk-up price, so don't miss out!
Can I have my tickets posted?
At present guests are asked to collect their tickets at the London Eye.
If you order gift vouchers or merchandise on our website these can be posted. Please take into consideration weekends, Bank holidays and any industrial action when selecting postage.
The postal time scales are as follows:
First Class Delivery: will be printed on the next working day and sent first class delivery. May take 1-2 days for delivery.
Special Delivery: will be printed on the next working day and sent by Special Delivery for the following day.
International Delivery: can take between 10 days and a month to arrive. Please note that this is dependant on the receiving country. (Please see the information below, as provided on the Royal Mail website)
All London Eye overseas letters (including Republic of Ireland) go by Airsure or International Signed for.
AIRSURE
You can send mail by Airsure® to 30 destinations in the following three geographic postal zones:
Europe: Andorra, Austria, Azores, Balearic Islands, Belgium, Canary Islands, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Liechtenstein, Luxembourg, Madeira, Monaco, Netherlands, Portugal, Republic of Ireland, Spain, Sweden and Switzerland.
World Zones: Brazil, Canada, Hong Kong, Malaysia, Singapore, New Zealand and USA
Your item will receive priority handling at home and overseas, and benefits from an online tracking facility and delivery confirmation.
International Signed For
All other countries not in the above list will go International Signed For.
All items are tracked until they leave the UK – and in some cases on arrival in the destination country. You can check the progress of your item online until it reaches the destination country’s postal service as a registered item.
When your item reaches its destination country it is handed over to the local postal service for delivery through their regular registered service. A signature will be taken at the delivery address (please note this will not necessarily be the addressee) which means the item is not left unattended or posted through a letter box.
How do I add additional tickets to my booking?
Please call our booking line on +44 (0)871 781 3000 (calls cost 10p per minute plus network extras) between 9am and 5pm daily.
Can I change my booking?
As per our standard Terms & Conditions, London Eye tickets are non-refundable and non-transferable.
In special circumstances, we allow guests to change their booking on a discretionary basis. Please note that a £10 rebooking fee and full ticket price will be payable, including the difference between prices paid as part of an online promotion and the full ticket price.
If you would like to discuss changing your booking, please call our booking line on +44 (0)871 781 3000 (calls cost 10p per minute plus network extras) between 9am and 5pm daily.
What do I need to show to collect my tickets?
Please print a copy of your email confirmation and bring this with you along with your payment card and proof of identification on the day of your visit. Accepted proof of identification include a passport, national identity card and driving license.
I do not have a printer or my printer is broken and I can not print my confirmation, how do I collect my tickets?
Please bring your payment card and the reference number and collect your tickets from either the Ticket Collection Desk or at the ticket dispensing machine for standard tickets. All other ticket types will need to check in to the Priority Desk.
I have not received my confirmation email, what do I do now?
A confirmation is sent out to the email address provided in the booking when it is confirmed. Please check your spam/junk folder as some email providers classify it as spam.
What should I do if I have received a new credit/debit card since I made the booking?
Please collect your tickets with the reference number and picture identification.
Why does my payment keep failing?
Payments fail when the information provided does not match that which is held by your bank. Here are some things to remember when booking online:
- The address and postcode you enter has to be the billing address for the card. This is where the statements are sent.
- If paying by Visa or MasterCard, only enter the compulsory fields. Do not enter a ‘Start Date’ or ‘Issue Number’.
- If paying by a Switch Card, please enter all compulsory fields as well as either a ‘Start Date’ or ‘Issue Number’.
- Please note that the security code for an American Express consists of four digits on the front of the card. The security code, otherwise, is the last three digits from the number on the back of the card.
- If you have attempted a few times with a card, you may need to close the website and try again in an hour as the card would have been made inactive.
- If you still experience problems, please contact your bank to confirm the exact format of the billing address and account holders name.
Why has my booking failed, but I have been charged?
On occasion, when a payment fails online, your bank would approve the amount and wait for a response from our bank. This would affect your balance. Because the booking did not process, we would not reply to your bank and take the funds. After a period of time of not receiving a reply, your bank would replace the money back into your account and the transaction would disappear.
Why have I not received the senior discount?
Senior discounts are valid from Monday to Friday. The senior discount is not valid on weekends and during the months of July and August.
What constitutes a 'family of four'?
A family of four ticket is valid for two adults (age 16 plus) and two children under the age of 16.