Frequently Asked Questions

Our 8 most asked questions

How long will I be on the London Eye
I have a combination ticket with another attraction what do I do?
What time is my River Cruise?
Where can I book a carer ticket?
I did not receive a confirmation email or tickets?
What is the price on the day?
How do I book with a pre-paid voucher?
I have a Merlin Annual Pass can I pre-book?

How long will I be on the London Eye

One rotation on the London Eye will take around 30 minutes.

I have a combination ticket with another attraction what do I do?

Your London Eye ticket is valid on the date selected when booking. Your other attraction vouchers are valid for 90 days, entry is not guaranteed on date of booking and subject to attraction capacity. Visit Shrek's Adventure!, London Dungeon, London SEA LIFE Aquarium and Madame Tussards directly to arrange entry to the attraction.

What time is my River Cruise?

The date and time selected during your booking is for your River Cruise, even when booking with a London Eye combination.

Where can I book a carer ticket?

Carer tickets can not be booked in advance. Tickets for yourself and other members of your party can be pre-booked online in advance. To claim your one free carer ticket please bring reasonable documentation of disability to the Ticket Office upon arrival.

If you are booking a time specific experience such as a Champagne Experience or require the use of a wheelchair please contact our team in advance at accessiblebooking@londoneye.com or call +44 (0)333 321 2001.

I did not receive a confirmation email or tickets?

Please check your junk and spam folders as at times emails can automatically be sent here. If you still do not see your confirmation email and/or tickets please follow this link to access your booking: LOOK UP MY BOOKING

What is the price on the day?

Standards tickets
Adult £24.95
Child (3-15 years) £19.95
Child under 3 years FREE

Fast Track tickets
Adult £34.95
Child (3-15 years) £29.95
Child under 3 years FREE

River Cruise
Adult £13.15
Child (3-15 years) £6.58
Child under 3 years FREE

Champagne Experience
Adult £39.95
Child (3-15 years) £39.95

All our online prices can be viewed within the tickets and prices section.

How do I book with a pre-paid voucher?

If you have purchased tickets from one of our partner companies please refer to the information provided on your voucher. If you are advised to contact us to book in advance please call +44 (0)333 321 2001 (calls charged at standard UK geographic rate, please refer to your phone provider for exact charges) otherwise please present your voucher at the Ticket Collection desks on the day of your visit.

I have a Merlin Annual Pass can I pre-book?

Your Merlin Annual Pass is all that you require for entry to the attraction, therefore please join the relevant queue and have your passes ready. If you have children under the age of 3 they will require a ticket which can be obtained inside the Ticket Office upon arrival.

What to expect on the day

How long will I be on the London Eye?
Are there seats on the London Eye?
How many people will be in the capsule with me?
Are there toilets on the London Eye?
How long will it take to collect my tickets?
What is the average queue time?
Can I bring a pushchair/buggy?
Can I leave my pushchair/buggy whilst I visit?
What is the price of a ticket on the day?
Can my child visit alone?

How long will I be on the London Eye?

One rotation on the London Eye will take around 30 minutes.

Are there seats on the London Eye?

Yes. There is a bench in the centre of the capsule, however seating is available on a first come first serve basis.

How many people will be in the capsule with me?

We aim to load up to 28 guests per capsule to provide ample space to enjoy the 360 views that the attraction has to offer. If you have booking a Special Experience such as a Champagne Experience, there will be around 20 guests in your capsule.

Are there toilets on the London Eye?

No, there are no toilets while you are on the London Eye.

However, we have male, female and disabled toilet facilities available in Coca-Cola London Eye Ticket Hall. These are signposted; do not hesitate to ask staff for directions. Baby Change facilities are also available.

How long will it take to collect my tickets?

We advise you arrive around 30 minutes before your chosen experience (longer during peak periods) allowing enough time to collect your tickets and enjoy our 4D Experience.

What is the average queue time?

The standard entry queue time can be around 45 minutes, and the Fast Track entry queue time around 20 minutes, these can increase during peak periods.

Can I bring a pushchair/buggy?

Yes. A pushchair/buggy can come with you onto the Coca-Cola London Eye but it must remain completely closed/folded throughout the experience, and on the entrance and exit ramps.

Can I leave my pushchair/buggy whilst I visit?

Yes. They can be left inside the Ticket Office behind the Fast Track Ticket Desk located at the front of the building. Space is very limited and no bags or personal items can be left with the pushchair/buggy.

What is the price of a ticket on the day?

Standards tickets
Adult £24.95
Child (3-15 years) £18.95
Child under 3 years FREE

Fast Track tickets
Adult £34.95
Child (3-15 years) £28.95
Child under 3 years FREE

River Cruise
Adult £13.15
Child (3-15 years) £6.58
Child under 3 years FREE

Champagne Experience
Adult £39.95
Child (3-15 years) £39.95


All our online prices can be viewed within the tickets and prices section.

Can my child visit alone?

Children 15 years and younger must be accompanied by an adult aged 18 years or older, and will remain under their supervision and control at all times whilst on the site of the Coca-Cola London Eye and London Eye River Cruise.

Online Booking

I did not receive a confirmation email or tickets?
I've lost/forgotten my tickets?
I can't print my confirmation.
I have booked for someone else / I am the cardholder but I won’t be there to collect
I've forgotten my voucher
I have a Merlin Annual Pass can I pre-book?
I failed payment security screening what should I do?
Can I have an invoice for my booking?
Can I get a refund?
Can I change my date and time?
Can I visit the London Eye during the New Year's Eve fireworks?

I did not receive a confirmation email or tickets?

If you do not see the ticket email in your inbox, please check your spam or junk folders as sometimes these e-mails can be sent here automatically.

If you still do not see your confirmation email and/or tickets please follow this link to access your booking: LOOK UP MY BOOKING

Alternatively we will be able to print your tickets at the Ticket Collection Desk located within the Ticket Office. Please ensure you have available your booking order number, the credit card used to make the purchase and a form of photo ID.

I've lost/forgotten my tickets?

You can look up your booking and re-print your tickets at the following link: LOOK UP MY BOOKING

Alternatively we will be able to print your tickets at the Ticket Collection Desk located within the Ticket Office. Please ensure you have available your booking order number, the credit card used to make the purchase and a form of photo ID.

I can't print my confirmation.

Once you have made your online booking, and received your confirmation receipt you can present your order number on a mobile device or in written form at the Ticket Collection Desk. You will need to present the credit card that you paid with and a form of photo ID at the time of collection.

I have booked for someone else / I am the cardholder but I won’t be there to collect

If the payment card holder is not going to be present at the time of collection a letter of authorisation must be provided from the card holder.

A quick example of a letter of authorisation is included below. Where X’s are included these are numbers that are based on the booking and the relevant card details.

At the time of collection the original signed letter of authorisation must be presented along with the booking confirmation number.

To whom it may concern,

I (CARD HOLDER NAME) authorise (COLLECTORS NAME) to collect and use the booking ref(xxxxxxxx)

The booking was made with payment card ending *XXXX

SIGNATURE OF CARD HOLDER

DATE

I've forgotten my voucher

Without an original voucher for your purchase we are unable to issue your tickets. Please speak directly with the company that you purchased from for assistance.

I have a Merlin Annual Pass can I pre-book?

Your Merlin Annual Pass is all that you require for entry to the attraction, therefore please join the relevant queue and have your passes ready. If you have children under the age of 3 they will require a ticket which can be obtained inside the Ticket Office upon arrival.

I failed payment security screening what should I do?

On occasions, a payment fails online due to additional security checks not being passed. Your bank initially approves the money in your account, but because the booking did not process we would not take the money. You do not need to take any action, simply monitor your account and you will soon see the transaction disappear.

Can I have an invoice for my booking?

If you require an invoice for business purposes please contact our team who will be happy to assist you customer.services@londoneye.com

Can I get a refund?

No. As per our Terms & Conditions all Coca-Cola London Eye tickets and packages are non-refundable.

Can I change my date and time?

As per our Terms & Conditions, London Eye tickets are non-refundable and non-transferable.

In special circumstances, we may allow guests to change their booking on a discretionary basis where a £10 re-booking fee and any difference in price will be payable.

If you would like to discuss changing your booking please call 0333 321 2001 calls are charged at standard UK geographic rate, please refer to your phone provider for exact charges.

Can I visit the London Eye during the New Year's Eve fireworks?

No. We are very proud to be the focal point of the New Years’ Eve festivities.

On 31st December the attraction and surrounding area closes at 3pm to prepare for the evening celebrations. We do not open again to guests until 10am on 1st January, therefore you are unable to book an experience with us during this time.


Ticket Types

What is a Standard Ticket?
What is an Anytime Flexi ticket?
What is a Fast Track ticket?
What is a Flexi Fast Track ticket?
What is an Ultimate Fast Track ticket?
Can I use my day and night ticket on different days?
When can I use a day and night ticket?
How many people are in a group?
Can I get group rates on the day?
Do Champagne Experiences get Fast Track entry?

What is a Standard Ticket?

Standard Tickets allow you entry to the London Eye via the standard entrance.

The standard entry queue time can be around 45 minutes. This may increase in peak periods.

During the online booking process you will need to specify the half hour time slot for your experience.

The ticket includes entry to our 4D Cinema Experience located at the back of the Ticket Office, and can be enjoyed before or after your London Eye experience.

For more information and prices please visit our Tickets and prices page

What is an Anytime Flexi ticket?

Anytime Flexi tickets allow you to visit Coca-Cola London Eye anytime during the day of your visit, so are perfect if you know what day you will be in London but are unsure what time you will be coming to Coca-Cola London Eye.

The standard entry queue time can be around 45 minutes. This may increase in peak periods.

Ticket includes entry to our 4D Cinema Experience located at the back of the Ticket Office, and can be enjoyed before or after your London Eye experience.

For more information and prices please visit our Tickets and prices page

What is a Fast Track ticket?

A Fast Track Tickets allows you to bypass the majority of the queue, and save time during your visit. Ticket holders enter via our dedicated Fast Track entrance.

The Fast Track queue time can be around 20 minutes. This may increase in peak periods.

During the online booking process you will need to specify the half hour time slot for your experience.

Ticket includes entry to our 4D Cinema Experience located at the back of the Ticket Office, and can be enjoyed before or after your London Eye experience.

For more information and prices please visit our Tickets and prices page

What is a Flexi Fast Track ticket?

Flexi Fast Track tickets allow you to visit Coca-Cola London Eye anytime during the day of your visit, so are perfect if you know what day you will be in London but are unsure what time you will be coming to Coca-Cola London Eye.

The Fast Track queue time can be around 20 minutes. This may increase in peak periods.

Ticket includes entry to our 4D Cinema Experience located at the back of the Ticket Office, and can be enjoyed before or after your London Eye experience.

For more information and prices please visit our Tickets and prices page

What is an Ultimate Fast Track ticket?

Ultimate Fast Track tickets are valid for 3 months from the date of purchase and can be used at a time that is convenient for you.

The Fast Track queue time can be around 20 minutes. This may increase in peak periods.

Ticket includes entry to our 4D Cinema Experience located at the back of the Ticket Office, and can be enjoyed before or after your London Eye experience.

For more information and prices please visit our Tickets and prices page

Can I use my day and night ticket on different days?

No. You must use both entries on the same day.

When can I use a day and night ticket?

This ticket allows you to visit twice in the same day.

Your day visit can take place from 10am to 4.30pm, and your night visit from 4.30pm to close.

How many people are in a group?

10 or more paying guests.

Please note, group rates must be pre-booked via our website or by calling the Merlin Customer Services Centre on 0333 321 2001, calls are charged at standard UK geographic rate, please refer to your phone provider for exact charges.

Can I get group rates on the day?

No. These rates must be pre-booked.

Do Champagne Experiences get Fast Track entry?

Yes. All Champagne Experiences get fast track entry by an accompanied Coca-Cola London Eye host.

Attraction passes

Do we have to visit all attractions on the same day?
When can I use my attraction pass?
Where do I collect attraction passes from?
How can I visit other attractions I have paid for?
How do I visit London Dungeon?
How do I visit Madame Tussauds London?
How do I visit SEA LIFE London Aquarium?
How do I visit Shrek's Adventure London?
Can I get fast track entry to the London Eye when buying an attraction pass?
I couldn’t visit on the day of my choice, what can I do?
Can I visit the attractions I have booked on the same day?
Is my order number valid at all booked attractions?
Is my time flexible?
Can I book a combination ticket with a promotional offer?

Do we have to visit all attractions on the same day?

No. London Eye is only valid on the booked date, you have 90 days from this date to visit your other attractions. Please note you must visit Shrek's Adventure and London Dungeon directly to book a visit date and time subject to availability within 90 days.

When can I use my attraction pass?

Your London Eye ticket can only be used on the date selected when booking. All other attraction tickets can be used anytime within 90 days from this date.

Where do I collect attraction passes from?

Collect all attraction tickets from the Coca-Cola London Eye Ticket Office.

How can I visit other attractions I have paid for?

London Eye ticket only valid on date booked. All other purchased attractions are valid for 90 days. Please visit each attraction directly for entry. We cannot guarantee availability of individual attraction entry dates and times; these are subject to availability at the selected attraction within the 90 day validity period.

How do I visit London Dungeon?

Take your London Dungeons voucher directly to the attraction to book a tour date and time within 90 days. This is subject to availability and we cannot guarantee specific tour dates and times, these are subject to availability within the 90 day validity period. No refunds or extensions can be granted.

How do I visit Madame Tussauds London?

Take your Madame Tussauds voucher directly to the attraction for entry within 90 days. This is subject to availability and we cannot guarantee specific entry dates and times, these are subject to availability within the 90 day validity period. No refunds or extensions can be granted.
Tickets do not include entry to the new Star Wars Experience. If you wish to visit an additional £3 per ticket is payable at the attraction.

How do I visit SEA LIFE London Aquarium?

Take your SEA LIFE London Aquarium voucher directly to the attraction for entry within 90 days. This is subject to availability and we cannot guarantee specific entry dates and times, these are subject to availability within the 90 day validity period. No refunds or extensions can be granted.

How do I visit Shrek's Adventure London?

Take your Shrek's Adventure voucher directly to the attraction to book a tour date and time within 90 days. This is subject to availability and we cannot guarantee specific tour dates and times, these are subject to availability within the 90 day validity period. No refunds or extensions can be granted.

Can I get fast track entry to the London Eye when buying an attraction pass?

Yes, however this can only be purchased on the day as an upgrade. Please go to the Fast Track desk to upgrade your London Eye ticket only.

I couldn’t visit on the day of my choice, what can I do?

Your tickets are valid for 90 days from the date of collection. You can use these at any time during the 90 days. You must arrive at the attraction and pre- book your arrival time subject to availability.

Can I visit the attractions I have booked on the same day?

Yes. You are more than welcome to visit all the attractions you have booked for on the same day. However this is subject to the attractions availability and capacity limits.

Is my order number valid at all booked attractions?

No. All your tickets must be collected at the Coca-Cola London Eye Ticket Office. You will be unable to visit any other attraction if you have not collected your vouchers from us.

Is my time flexible?

When booking your combination ticket you must choose a time for your London Eye visit, your other attraction vouchers are flexible based on the attractions availability within the 90 day validity period.

Can I book a combination ticket with a promotional offer?

No. Promotional offers can not be used in conjunction with a combination ticket.

River Cruises

How long is the River Cruise?
Where do I collect my River Cruise tickets from?
Where does the River Cruise leave from?
Can I get off the River Cruise at another stop?
Can I upgrade to Fast Track for my River Cruise Experience?

How long is the River Cruise?

45 minute circular sightseeing tour.

Where do I collect my River Cruise tickets from?

You can collect your tickets from our Pier Ticket Office before boarding. Please allow around 20 minutes for ticket collection from this point.

Where does the River Cruise leave from?

The boat will depart from and return to the London Eye pier.

Can I get off the River Cruise at another stop?

No. Once boarded passengers are not able to get off at any other stops along the River Thames.

Can I upgrade to Fast Track for my River Cruise Experience?

No. Unfortunately we do not offer Fast Track on our River Cruise experiences.

Private Capsules

Can I book a private capsule?
Can I book a birthday party or something special on the London Eye?
I have food allergies can I do the Hotel Chocolat Chocolate Tasting?
I don't want a Host on my Cupid's Capsule

Can I book a private capsule?

Yes. This can be booked via our website or by contacting our corporate sales team at corporate.event@londoneye.com. We also offer a wide range of packages which can include food, drinks and a private host or tour guide. Please note: a minimum of 3 adults aged 18 years.

Can I book a birthday party or something special on the London Eye?

Yes. We have a wide range of packages available which can include food, drinks, celebration cakes and a private host or tour guide.

Please contact our corporate sales team at corporate.event@londoneye.com

I have food allergies can I do the Hotel Chocolat Chocolate Tasting?

We serve a variety of milk, plain and filled chocolates on our Hotel Chocolat tasting experience. The majority are suitable for vegetarians, some contain almonds, egg, gluten, hazelnuts, milk, pecans, soya, wheat. Some chocolates may contain traces of milk, other tree nuts and peanuts.

I don't want a Host on my Cupid's Capsule

All Hosts have to accompany this capsule. This is due to health and safety regulations and for the service of alcohol.

Disabled Guests

Is there a concessionary price for disabled guests?
How do I book disabled tickets?
Where can I book a carer ticket?
As a disabled guest do I get Fast Track Entrance?
Can I hire a wheelchair?
Are assistance dogs permitted on Coca-Cola London Eye?
Can I bring medicine, including hypodermic needles and epi pens?
I’m concerned about the size of my wheelchair will I be able to board?

Is there a concessionary price for disabled guests?

No. However if you require the accompaniment of a Carer when visiting the attraction we will provide a free Carer ticket when reasonable proof of disability is presented.

How do I book disabled tickets?

There are two ways in which you can book your disabled persons ticket.

1. Purchase a Standard Entrance ticket on our website for the paying disabled person, and collect your carer’s ticket on arrival to the Coca-Cola London Eye. Please note that proof of disability must be seen before the issue of a carer’s ticket, and this can only be done in person on the day.

2. You can call the Merlin Customer Service Centre on +44 (0)333 321 2001 (calls charged at standard UK geographic rate, please refer to your phone provider for exact charges) where our team will be happy to assist you with your booking.

Where can I book a carer ticket?

Carer tickets can not be booked in advance. Tickets for yourself and other members of your party can be pre-booked online in advance. To claim your one free carer ticket please bring reasonable documentation of disability to the Ticket Office upon arrival.

As a disabled guest do I get Fast Track Entrance?

Where availability allows, we will always endeavour to prioritise those guests that require a faster entrance. Please speak to a member of staff on arrival who will be happy to assist you further.

Can I hire a wheelchair?

We have a limited number of wheelchairs available for loan at the customer service desk inside our ticket office in County Hall. Please note that this service is provided on a 'first come first served' basis, is subject to availability and you may be asked to pay a deposit of £350.00 using a credit card. Wheelchairs cannot be pre-booked. These wheelchairs are for use solely at Coca-Cola London Eye for the duration of the experience and cannot be taken off site.

Are assistance dogs permitted on Coca-Cola London Eye?

Yes, we welcome assistance dogs. We request that your dog is clearly identifiable as a working dog. Please be aware that there may be a small delay to boarding to ensure that your dog is as comfortable as possible.

Can I bring medicine, including hypodermic needles and epi pens?

Guests are welcome to bring any medicine they may require for their day out. Please be aware that all guests are subject to a brief security search, if you are concerned about any items you may have with you please speak to a member of staff.

I’m concerned about the size of my wheelchair will I be able to board?

Our boarding ramp and boarding gates can facilitate a 37 inch wheelchair, including motorised wheelchairs. If you have any further concerns please ask a member of staff on the day or contact our accessible booking line as listed above.

Discounts and Promotions

Can I use the Kellogg’s Grown Ups Go Free voucher?
How do I use the National Rail 2 for 1 promotion?
Can I use the National Rail voucher to make a booking in advance of my visit?
Do you offer military discount?
Can I buy Fast Track Tickets with the 2 for 1 promotion?

Can I use the Kellogg’s Grown Ups Go Free voucher?

Yes. You can book using your unique voucher code on the Merlin Fun website.

Alternatively you can use your voucher at admissions on the day of your visit.

How do I use the National Rail 2 for 1 promotion?

The National Rail 2 for 1 offer is only valid on Standard Entrance tickets or Standard River Cruise tickets.

Standard Coca-Cola London Eye Tickets can be purchased in advance or on the day, subject to availability.

London Eye River Cruise tickets must be purchased on the day from the Pier Ticket Office, subject to availability.

In order to use this discount on the day, we require a printed copy of the online voucher (one voucher per person per day), and evidence of your return journeys to and from London by qualifying National Rail providers. Please check the terms and conditions of the voucher before travel to avoid disappointment.

Can I use the National Rail voucher to make a booking in advance of my visit?

Standard Coca-Cola London Eye Tickets can be purchased in advance, subject to availability.

London Eye River Cruise tickets can not be purchased in advance and must be purchased on the day, subject to availability.

Do you offer military discount?

Yes. Please speak to your HR Department who will be able to provide you with a unique discount code.

Please then call our team at the Merlin Contact Centre in order to book and receive the discount on +44 (0)333 321 2001 (calls charged at standard UK geographic rate, please refer to your phone provider for exact charges)

Can I buy Fast Track Tickets with the 2 for 1 promotion?

No this offer is only valid on Standard Tickets.