If you’d like to ask a question, make a comment on your experience of using WeKnowLondon service desks, or tell us you’re not happy with a product or service you’ve received, please contact our customer relations department. We pride ourselves on finding solutions to problems. Therefore we are committed to resolving all issues that arise quickly and in a fair and reasonable manner. We aim to respond within 48 hours during opening times.

Tours

Hop-On Hop-Off Tour tickets booked online are valid for redemption up to 6 months from the date of purchase.

No, all coach and train tours bookings are only valid on the selected travel date.

Please contact us with your request and we will assist you.

Pick up details can be found on the tour description page.

Drop off points vary depending on which tour you have chosen. Please see the tour description page for drop off details.

Depending on the tour, full day coach excursions generally return to London between 6.30pm to 8.00pm, traffic permitting. Unescorted train tours return between 8.00pm and 10.00pm.

All entrances are included in the tour price unless otherwise stated. Free of charge lunch pack also included on all full-day coach tours

Travel insurance; gratuities for your guide and driver (optional); any transfers to/from stations and pick up points unless specified on the tour page.

We cannot guarantee there will be washroom facilities on board all coaches; however, drivers do make regular stops en route.

You are permitted to take one piece of luggage on your coach tours only.

You will automatically receive an e-voucher to your email address. Please print your voucher/ticket which contains your unique reference number. Please remember to bring this with you on the day. You will not be allowed entrance to an attraction without a valid ticket.

Unfortunately, venues cannot accept tickets shown on a mobile phone or tablet. Clients must ensure they have a ticket printed and this can be done for you at any of our 5 visitor centres based in Heathrow.

Your personal details are entirely secure. Your personal information is submitted on a secure server with 128-bit SSL encryption and is used only in order to create your ticket and/or contact you if there is any problem with your booking. Your details will not be passed on to any third-party.

To make payments through our website we accept MasterCard, Visa, American Express and Maestro Online via PayPal.

Rail Tours

Entry requirements change from time to time. You may well need a visa. Please note that it is your personal responsibility to confirm this with the country in question.

Unfortunately not. Rail tours tickets are only valid on the selected travel date.

Hop-Off Hop-On Tours (Original Tours)

Individual tour vouchers booked online are valid for redemption up to 6 months from the date of purchase.

Tickets booked online do not require printing, providing you can download the ticket to your phone from the link that we will email you. The tour agent will then scan the barcode and print your ticket.

Hop On Hop Off Tour vouchers booked online are valid for redemption up to 6 months from the date of purchase.

Yes, the tour runs every day, come rain or shine, except Christmas day,

The Yellow tour routes take approximately 2.5 hours and the Blue route takes about 90 minutes, if you stay on-board for a full loop.

Yes, all buses are wheelchair accessible.

Attractions

Yes, you must print your ticket and present it on arrival at the venue.

Yes, tickets can be redeemed up to 60 days from the purchase date, but only on selected popular attractions such as Madame Tussauds, London Dungeon, Tower of London, SEA LIFE London, The London Eye and Kensington Palace. Entry to other attractions is subject to the individual venue’s own terms and conditions.

Any Fast-Track services are operated by the individual attractions. We Know London have no control over or responsibility for waiting times.

Experiences

Yes, you must print your ticket and present it on arrival at the venue.

Yes, tickets can be redeemed up to 60 days from the purchase date, but only on selected popular attractions such as Madame Tussauds, London Dungeon, Tower of London, SEA LIFE London, The London Eye and Kensington Palace. Entry to other attractions is subject to the individual venue’s own terms and conditions.

Any Fast-Track services are operated by the individual attractions. We Know London have no control over or responsibility for waiting times.

Experiences

SIM cards are typically valid for a period of 6 months from the last call or text made.

The phone number is printed on your SIM card pack which you will receive at the time of collection.

The 30 days bundle gives you a set plan of call minutes and Data at a fixed price. Pay as you go credit works as it says, you just pay for what you use.

You will find instructions in your SIM card pack .All you will have to do is text free of charge the relevant code assigned by the network provider.

Mobile phone top-up can be purchased over the counter in all newsagents, petrol stations and post offices. Credit can also be purchased from each local network provider and at our desks at Heathrow.

Yes. Data-only SIM cards can be used in your tablet.

Just drop us a line with your order reference and new pick up instructions and we will have it ready for you when you arrive.

Car Transfers

We will monitor flight arrivals and ensure a driver will be waiting for you at the correct time.

If you are landing at Heathrow, your driver will be meeting you at our terminals desk situated in the arrivals area. If landing at any other airport the driver will be waiting for you in the arrivals area holding a name board.

No. The first 45 minutes are included free of charge.

Please get in touch with us as soon as possible and we will re-arrange the booking according to your revised flight schedule.

Please email us your request with your order number and we will assist you.

We will send you a text update.

Please refer to the vehicle options breakdown for number of passengers and luggage

Yes. Please get in touch by emailing your request for accurate pricing.

We need those details in order to be able to contact you in case of emergency.

At your discretion

Please email your request

Full charge is applied if a booking is cancelled less than one hour prior to travel.