Suzanne Lacey´s profile

Reviews (1)

The London Pass

Easy to purchase, a nightmare to get a refund for!!!!

Hi, I bought the London Pass last year for a trip for myself and my son. The process of purchasing the passes was very simple and I invested in the non-use insurance for a bit extra. Now, the form for this extra insurance said that this was a no questions asked, straight forward refund if you do not use the passes at all.
As things turned out, our weekend took a completely different path than was planned and we ended up not using the passes at all. I thought "Oh that's fine, I'll just apply for the refund and everything will be fine". I got back to Dublin and went onto the website to see what the process was for the refund. I was told that I needed to send both tickets to an address in England somewhere and that once received, my credit card would be refunded, minus a 4.5% insurance fee that I had paid. So off I sent the tickets, after noting down the individual ticket numbers and validation dates and then I waited. And waited. And waited. I then sent off an email to London Pass to see what thehold up was and got a response to say that they had no record of the tickets being received. I had put all the ticket details on my email so I requested that they cancel those numbers and refund me my money. I was told that the refund would only happen when they received the tickets over in England. Several emails later and a couple of months and still no refund. Eventually I received a refund after chasing and chasing but I found the whole process to be unbelieveably stressful. The tickets are supposed to be electronic, as in, they are assigned to each person when they purchase them and are only activated when swiped at the first attraction, so why, when someone claims a refund, can these tickets not be electronically checked to see if they have been used and if not, cancel them and give the refund?? Anyway, that was my stressful experience with London Pass and I don't think that I will be purchasing them again

29 October 2013

Reply from

Hi Suzanne,

Thank you for taking the time to review your London Pass experience, we appreciate all feedback.

We're sorry that there was some confusion with the refund process. I have checked the correspondence and it seems that the passes were never received back to our head office and therefore that meant a delay in the refund process.

We always advise opting for a signed for delivery to ensure that you have a proof of purchase and proof of receipt our end. We like to get the passes back so we can re-assign them rather than lose the stock.

Once again we apologise for the delay in the refund.

Many thanks,
The London Pass Team.

Suzanne Lacey´s profile

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Suzanne Lacey
United Kingdom