Frequently Asked Questions

How long does a London Eye Flight last?

A flight on The Merlin Entertainments London Eye will last about 30 minutes taking you to a height of 135 metres.

Is the London Eye accessible for disabled guests?

Yes. The London Eye, River Cruise and its facilities are all accessible for guests with special needs including wheelchair access and disabled toilets.

All paying disabled guests can bring a carer for free and disabled adults receive an additional discount. If any member of a party uses a wheelchair, please be sure to pre book your ticket. Advanced bookings can be made by telephone on our dedicated line +44 (0)870 990 8885 or by email accessiblebooking@londoneye.com.

Are bags allowed on the London Eye?

Only small day size rucksacks and bags (maximum size 18" x 13" x 8" or 46cm x 33cm x 20cm) can be taken on a capsule.

No large bags may be taken on the London Eye. For more information, please visit our safety and security section. If you do have a large bag, we recommend using the left luggage facilities at Waterloo train station.

Can I pre-book tickets using an Annual Pass?

There is no need to pre-book when using an Annual Pass

You will not need to join the main queue for purchasing tickets. Simply join the boarding queue where your pass will be scanned.
If some of your party do not have Annual Passes wait until they have collected their tickets and then join the boarding queue with them.

What do I do if I lose my Annual Pass?

You need to visit your issuing attraction. The admissions team will look you up on the system and print you off a new card. Please note that an administration fee applies of £10 for each card reprinted. You will need to bring with you a form of photographic ID.

What do I do if my Annual Pass gets stolen?

You need to report it with the police and visit your issuing attraction with the crime reference number. The admissions team will look you up on the system and print you off a new card. Please note that an administration fee applies of £10 for each card reprinted. You will also need to bring with you a form of photographic ID.

What do I do if my Annual Pass is confiscated?

Annual Passes are for the exclusive use of the Authorised Holder. They are non-transferable and cannot be sold, lent/loaned or given away to a third party. MISUSE WILL RESULT IN THE ANNUAL PASS BEING CONFISCATED WITHOUT RETURN.

Do I have to choose a time when pre-booking tickets?

Yes. You will need to choose a time when booking in advance.
There are many advantages to pre booking including discounted tickets for the London Eye and London Eye River Cruise. If you are unsure what time you would like to book, we recommend pre booking closer to your visit date. Bookings can be made as little as two hours in advance either online or by contacting us by telephone.

How long before my flight time should I arrive?

Your standard ticket allows you to join the boarding queue 30 minutes before your scheduled flight time. Please allow extra time to collect tickets.

Champagne Flight

Please arrive at the priority check-in desk 15 minutes before your flight time

Fast Track

Please arrive at the priority check-in desk 15 minutes before your flight time.

Standard ticket holders should allow at least an extra 10 minutes if they are collecting tickets.

Can I get information in different languages?

Yes, key pages from londoneye.com are now available in French, German and Spanish. You can also select your language by clicking on the flags at the top of the page. Unfortunately, at present, online booking is only available in English.

Are there any special arrangements for children at The London Eye?

Children under 4 go free but do require a ticket and children aged under 16 years must be accompanied by an adult aged 18+ years.

Any children on a Champagne Flight will be served fruit juice instead of alcohol. No adults aged under 18 years are permitted on a Cupid’s Capsule.

Can I take my pushchair or buggy onto The London Eye?

Buggies and pushchairs must be folded completely flat and all items removed before taking them on board the London Eye and when waiting on the boarding ramps.
Facilities are available inside the ticket office for buggies which are fixed and can not be folded down.

Baby changing facilities are available in our ticket office and onboard the London Eye River Cruise Experience.

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, if you do know the date and time you would like to visit, we do recommend that you prebook and take advantage of our 10% online discount.

When is the London Eye busiest?

The London Eye is at its busiest during the months of July and August. We are also busy during school holidays, Bank holidays and weekends. The busiest time of the day would be from 11:00am to 3:00pm.

How many guests are there in a capsule?

The number of guests in the capsule is dependant on how busy we are. The less busy we are the fewer guests we will have in a capsule. During peak times we would have approximately 28 guests per capsule. All capsules require the minimum of three adults over 18 years. Private Capsules would have a maximum of 25 guests (however this does vary for experience capsules).

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 flight 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 Check-in Desk only 15 minutes prior to your flight. You will be given a souvenir guide book and will bypass most of the boarding queue.

Are pregnant women allowed on the London Eye?

Pregnant women are welcome to travel on the London Eye. This would, however, be at their own discretion. There is a seat in the centre of the capsule. We do recommend visiting during our off peak times to avoid large crowds.

Please be aware that you may be required to queue for up to 30 minutes and there are no toilet facilities during the 30 minute flight.

Is there commentary on the London Eye?

No, there is no commentary on the London Eye, however, you are able to purchase a View 360 guide (in-flight mini guide) on our website or from any of our till points.

Can I bring my own food and drink on the London Eye?

No food or beverage of any nature may be consumed on the London Eye itself or on the boarding platform leading to the London Eye, unless served and supplied by the London Eye.

How far apart should I book my London Eye Flight and River Cruise?

Timescale examples:

River Cruise first:

11:15am : collect River Cruise and London Eye Tickets from ticket dispensing machines
11:30am : board River Cruise
11:45am : River Cruise Departs
12:30pm : River Cruise returns and join London Eye boarding queue
1:00pm : board London Eye
1:30pm : disembark off the London Eye

London Eye first:

11:15am : collect River Cruise and London Eye Tickets from ticket dispensing machines
11:30am : join London Eye boarding queue
12:00pm : board London Eye
12:30pm : disembark off the London Eye and board the River Cruise
12:45pm : River Cruise Departs
13:30pm : River Cruise returns

Does there need to be a host in the Cupid’s Capsule?

The host is compulsory because there needs to be a minimum of three adults over the age of 18 years in the capsule . Our hosts are well trained and very discreet.

Is there a non alcoholic option for the Cupid’s Capsule?

Yes, we will gladly substitute the Champagne and the champagne truffles for a non-alcoholic option. Please either contact our booking line or corporate events with your reference number to let us know that you require the non alcoholic option. Please note this does not alter the price.

Where do I collect my tickets for the other products that I have in my booking?

If you did not elect to have your tickets posted, you will need to collect all tickets from the London Eye ticket office before proceeding to the other attractions, restaurants, hotel, theatre, etc.

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.

Am I able to book online if there is not enough time to have my tickets posted?

If you book tickets on our website and there is not enough time to have them posted out to you, please select the option to collect at our ticket office on the day of your visit.

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.

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.

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.

How do I add additional tickets to my booking?

Please call our booking line on +44(0)870 5000 600 between 9:00am and 5:00pm

I have made a mistake with my date/time when I booked my tickets. What do I do now?

Tickets are non-transferable and non-refundable. However, we do aim to deliver a high standard of service and will make exceptions in some cases. This would be at our discretion. Please note that a rebooking may be subject to a £5.00 rebooking fee and Private Capsules would vary in charges.

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.

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 flights. All other flight types will need to check in to the Priority Check-in Desk.

How do we prebook our vouchers bought from the London Dungeon or Madame Tussauds?

You are unable to prebook these vouchers and would need to exchange the voucher for a boarding pass on the day for a standard flight. Please remember to join the boarding queue 30 minutes prior to your flight time.

When I have my Merlin Annual Passes printed, does every person getting a pass need to be there?

Yes, all persons having a pass made needs to be present. Please note that we are unable to process Family passes, if all members getting a pass are not present.

What does the Merlin Annual Pass cover at the London Eye and when is it valid?

The pass is unlimited entry, but is only valid for a standard flight and would not be valid at the following times:
- Before 3pm during the whole month of August
- Valentine’s Day, 14 February
- From 26 to 31 December.
Pass holders receive a 20% discount when purchasing the London Eye River Cruise on the day when presenting their pass.
All other ticket types would need to be purchased, as per normal.

Can I have my Merlin Annual Pass processed at another attraction?

No, you are only able to have your pass processed at the attraction you have purchased it from.

Can I use the images and text on the websites for a school project?

You are able to use the information and pictures, as long as it is not for commercial use.

Please note:
The London Eye would always reserve the right ensure the images and text are used in a manner that is appropriate for us and will not have a detrimental affect on the London Eye or the brand itself.
If our brand or it's values were to be compromised in any way, or there were conflicting messages to our own marketing strategies or our key messages, then we may have cause to look further into it.

What happens during the 4D Experience?

The following special effects are used in the 4D Cinema Experience: fog, bubbles, wind, snow, strobe lighting, vibrating flooring. The use of these special effects are intermittent, and while every effort is made to ensure the wellbeing of guests, the London Eye does advise that if any guest has a pre-existing condition that could be exacerbated by exposure to any of these special effects, then these guests should not enter the 4D Experience.

How long is the 4D Experience?

The London Eye 4D Cinema Experience lasts approximately 3 minutes 45 seconds. All guests must collect a pair of 3D glasses on entry, which must be returned to the London Eye on exit from the cinema.

When can I use my 4D Experience ticket?

Admission to the London Eye 4D Cinema Experience will only be valid on the day of your London Eye flight. The London Eye 4D Cinema Experience opens at 10am and closes 15 minutes prior to the last flight of the day.

Ticket holders for London Eye standard flights (including disabled guests and groups and schools) must redeem a 4D ticket and arrive at the entrance to the 4D Cinema Experience no less than 45 minutes prior to the flight time printed on the ticket.

Merlin Annual Pass holders are not entitled to priority entry into the 4D cinema Experience. Pass holders must redeem a 4D Experience ticket and then join the 4D Cinema Experience entrance.

Every person intending to join a Private Capsule Flight (including Cupid’s Capsule), Champagne Flight, Mulled Wine or Pimm’s flight or Fast Track Flight are encouraged to check in at the Priority Check-In desk at County Hall 45 minutes prior to the booked flight time. A ticket will be issued to each individual entitling them to visit the 4D Cinema Experience. All of these guests must reconvene at the Priority Check-In desk 15 minutes prior to their flight time. Alternatively, guests can visit the 4D Cinema Experience at their leisure after their flight. Latecomers will not be admitted to the London Eye except at the absolute discretion of London Eye.