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Please scroll down for New Year's Eve specific FAQ's

How are my tickets sent?
Your e-tickets are sent via email.

Can I show my vouchers on my smartphone or tablet?
Please follow the instructions on the accompanying email.

How long does it take to process my booking?
If you have made a booking for the same day or the following day we will process your booking as a priority and send vouchers to you as soon as possible via email. If you have not received your vouchers prior to your booking date, please contact us immediately.

What about visiting attractions in peak times? Will it affect the queue time?

Madame Tussauds

Due to the popularity of this attraction especially in peak times such as Bank Holidays and School Holidays this may cause the queue time to be longer than expected. We would advise to arrive as early as possible to avoid disappointment.  

London Eye

Due to the popularity of the London Eye there is a high demand for tickets especially in peak times such as Bank Holidays and School Holidays. We would advise to take your voucher to the London Eye ticket desk as early as possible to avoid disappointment. 

I am the purchaser however I am not travelling, will my card be needed on the day?

We require an email from the purchaser advising the new lead name of the person travelling, this person will then be required to sign the documents and present official identification such as a driving license or passport. 

If I book a London Bundle package, do I have to visit the attractions all in one day?
No. Whilst making the booking online, you will be prompted to choose a date to visit each attraction.

I have still not received my tickets/vouchers after two working days...
If you have not received your tickets/vouchers, please visit the below link where you will be able to download them:
Please ensure you check all folders including your junk/spam. If you are unable to download tickets/vouchers please email us at

Can I change the date of my booking? 
Where possible, at the discretion of the supplier, your booking can be changed, (excluding Eurostar, Theatre, The View from The Shard, CIty Cruises, Up at the O2, RIB Voyages, The Orbit packages, Theatre, London Eye, Madame Tussauds, SEALIFE London, London Dungeon, Shrek's Adventure and the Tower of London) . Please see our terms and conditions for more details. There may be a admin fee subject to each change. We need at least 72 hours notice.

Can I cancel my booking?
Cancellations cannot be made within 72 hours of your booking date subject to certain packages. Prior to this there will be a 20% cancellation fee and we require all cancellations in writing via email with an explanation why. Please see our terms and conditions for more details.

What happens if I miss my experience?
Unfortunately there is little we can do if the experience has been missed, however we will be happy to investigate further depending on the circumstances. Please note that any action taken would be at the discretion of the supplier. We would require a full explanation in writing via email.

How and when is my credit/debit card charged for my booking?
Full payment is required at time of booking, which is debited at the end of the booking process. When a booking is made via our website the payment is run through Sage Pay payment gateway and then to the merchant bank for authorisation. For some packages, payment is reserved in your account until your booking request is confirmed (the website will advise if your booking is on request). If your chosen package is not available then the reserved payment is cancelled and aborted. This depends on each bank when they will register this transaction and is completely out of our control.

Do I need to provide my AVS/CV2 security code for payment?
Yes definitely. The AVS/CV2 checks can help us protect you against fraud. AVS stands for Address Verification Service and CV2 is the 3 or 4 digit security code found on most cards.  The security code can usually be found on the signature strip on the back of most cards. In most cases the security code is the last 3 digits printed on this signature strip. With American Express cards, the security code is the four digits printed just above the card number. 

How long does a refund take to process?
If you decide to cancel your booking and qualify for a refund, the agreed amount will be issued back to the card purchased with. The refund may take 5-7 working days to process, depending on your bank. Please see our terms and conditions for details on cancelling a booking.

If you have any further queries please do not hesitate to contact us, we will be happy to help.

New Year's Eve FAQ's
Can I cancel or amend a booking?
New Year’s Eve bookings are strictly non-refundable and non-transferable.
Any cancellations must be communicated in writing to Hospitality Line or its trading brands by the party organiser; we cannot accept any cancellations over the telephone. 

How do I get in contact?
All questions and enquiries can be submitted from our contact us page. Alternatively please call us on the telephone number given on our contact us page 

How are my tickets sent? 
Your e-tickets are sent via email. These must be printed out and taken with you on the date of travel

When can I expect to receive my e-ticket?
E-tickets, tickets and vouchers (dependent on event) will be sent by Hospitality Line approximately 10 - 14 days before the event date, and subject to full payment being made.  

Can I show my e-ticket on my smartphone or tablet
No, all e-tickets need to be printed and presented upon arrival.

I'm not sure if my booking was processed, how can I find out if it was processed?
Please contact us with your booking details. We will check to see if we have received your booking request successfully.

I don't have or own a credit card, how do I book?
Please call us on the telephone number given on our contact us page and we will be happy to accept your booking over the telephone. We can accept payment by bank transfer.

Can I bring my own food/drinks?
Please note that clients are not permitted to bring their own food and beverages. Any contravention of this policy will result in the function being terminated immediately or at the nearest pier if you are attending a cruise without refund.  All bars will close 15 minutes prior to the finishing time of the event or function to allow for drinking up time.

Is smoking permitted on New Year’s Eve cruises?
Smoking is not permitted on the inside of vessels.

What happens if I am late arriving to the pier for my New Year’s Eve Cruise?
We recommend that you arrive at the pier at least 15 minutes prior to boarding. Your confirmed vessel may not be ready to board or even be at the pier but please do not worry, the boat will arrive in time to board at the designated time and departure will be prompt.  The boat cannot wait for latecomers. 

What happens when I arrive at the pier to board my New Year’s Eve Cruise?
There will be a representative on pier –look out for our representative holding signage with your vessel name on. The representative will take your printed voucher and check your name against the guest list. You will then be able to board the cruise.

I cannot find my departure pier for my New Year’s Eve Cruise?

Do I need a pier pass or wristband to gain entry to the restriction zones?

Where can I find information on public transport for New Year’s Eve?
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