Introduction
If you completed a purchase but have not received your tickets or audioguide details, we’re here to help. In most cases, we can locate your booking, check the delivery status, and resend the necessary information.
What to check first
- Check your inbox, spam/junk, and promotions folders.
- Make sure you are checking the email address used to complete the purchase.
- If you received a purchase confirmation email but not your tickets, your booking may still be processing. Please allow a little time for delivery.
- If you did not receive a purchase confirmation email, the purchase may not have been completed correctly.
Generally, your tickets will be attached at the bottom of the email with the subject “Your tickets are ready”, unless the information on the email states otherwise.
Ticket delivery times can vary depending on the experience, destination, and booking method.
After rechecking all above mentioned
If you have not received your tickets and your visit time is approaching, or if you cannot find your confirmation email, you can contact our Customer Support team.
To help them locate your booking as quickly as possible, please include:
- Full name used at checkout
- Email address used for the purchase
- Booking reference, if available (13 digit number)
- Date of purchase or activity date, if available
- A brief description of the issue
What happens after you contact Support
Once they receive your request, they will:
- Locate your booking using the information provided.
- Check the delivery status of your tickets or audioguide.
- Resend the tickets or provide the necessary information.
We’ll help you retrieve your booking information as quickly as possible.