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We are open!

We are now open! Anyone wishing to visit, including Annual Passholders will need to pre-book a ticket in advance as we have reduced our capacity to allow for social distancing.

From the 14th September we encourage all guests to adhere to the latest Government guidance and not meet in groups of more than six people to help protect themselves and each other when visiting our attraction.

COVID-19 - Guest Information

We are open!

Anyone wishing to visit, including Annual Passholders will need to pre-book a ticket in advance as we have reduced our capacity to allow for social distancing.

From the 14th September we encourage all guests to adhere to the latest Government guidance and not meet in groups of more than six people* to help protect themselves and each other when visiting our attraction. (*Government exemptions are outlined here)

As a COVID-19 Secure venue we can still host larger numbers in total but groups of up to six must not mix or form larger groups. We will continue to monitor Government guidance closely.  

Read some of our Frequently Asked Questions below.

Information for guests looking to book tickets and those with existing tickets

I already have a Flexi-Ticket, how do I pre-book entry?

Pre-booking your visit online is essential for all guests as we have reduced our capacity to allow for social distancing. You need to pre-book a date and time of your choosing in advance. Book your time slot here.

I am an annual pass holder, how do I pre-book entry?

Every passholder in attendance must pre-book their admission and present both the reservation and their valid Pass at the entrance. Under 3s must also pre-book admission. Please be advised that regular exclusion dates apply as per your Pass terms and conditions.

Standard Annual Pass Entry Reservation

Premium Annual Pass Entry Reservation

I have an existing Standard or Fast Track ticket what should I do?

If you have booked one of these tickets AND our attraction was closed on the date you intended to visit, your ticket is valid until the end of the year (31 December 2020). You will need to pre-book a date and time of your choosing in advance as we have reduced our capacity to allow for social distancing. Book your time slot here.

I have a pre-existing Premium ticket, what should I do?

If you have booked one of these tickets, AND our attraction was closed on the date you intended to visit, OR your ticket is for a future date, your ticket is valid until the end of the year (31 December 2020), but please contact our Guest Experience team at guest.experience@madame-tussauds.com at least 14 days prior to your intended visit date to ensure the details of your Premium ticket can be arranged, as some experiences included within your Premium ticket may be unavailable on your preferred visit date.

I have an existing VIP Experience booking, what should I do?

If you have booked one of these experiences AND our attraction was closed on the date you intended to visit, your ticket is valid until the end of the year (31 December 2020). Once the attraction re-opens, you can visit on a date of your choosing. For these experiences please contact our Guest Experience Team on guest.experience@madame-tussauds.com 14 days prior to when you plan to visit to book you into a time slot.

How do I redeem my existing London Combination tickets?

If you have booked one of these tickets AND our attraction was closed on the date you intended to visit, your ticket is valid until the end of the year (31 December 2020). You will need to pre-book a date and time of your choosing in advance as we have reduced our capacity to allow for social distancing. Please refer to the time slot booking instructions below for each ticket type.

If you have purchased a Combination ticket, please refer to the following instructions for each attraction:  

  • The London Dungeon: book your time slot here
  • London Eye: book your time slot here.
  • Madame Tussauds London: book your time slot here
  • SEA LIFE London Aquarium: book your time slot here
  • Shrek’s Adventure! London: book your time slot here.        

Guests with tickets purchased through a third-party:

We ask you to contact the company directly. If they require any information from us, please email our Guest Experience Team guest.experience@madame-tussauds.com and we will be more than happy to help.

GUEST QUESTIONS

When will you reopen?

We are delighted to confirm that are now open and can't wait to welcome you back! 

Is it safe to reopen?

The health and safety of our guests and team is always our number one priority. In line with recent Government guidelines, our teams have implemented numerous measures to ensure the safety and well-being of our guest. Alongside this, our attraction has been awarded the VisitEngland ‘We’re Good to Go’ charter mark. We ask anyone visiting our attraction to observe all guidelines and signage in place at the attraction.

Do I need to wear a face covering? 

From 8th August all guests will be required to wear a face covering when visiting our attraction. Face coverings are not required for children under the age of 11 or for people with certain health conditions and/or disabilities. In addition, visitors will see our guest-facing employees wearing Personal Protective Equipment including facemasks and visors.  Hygiene screens have been installed in front of many of our food stalls and shop counters, and we have installed social distancing markers throughout our attraction.

What new measures will I see on my visit to your attraction?

We have implemented an extensive range of safety measures across the attractions. For more details, please see our Know Before You Go page. 

Why do I need to book online?
We’re restricting the number of guests who can visit each day, to ensure we can maintain social distancing in all areas of the attraction. 

How will you enforce the new ‘rule of six’ Government restrictions?

In line with updated Government advice, from the 14th September any group of more than six people* gathering together for social activity (indoor or outdoor) risks being dispersed by police or fined for non-compliance. We therefore ask all those who visit our attraction to observe Government guidelines as well as our own Merlin Entertainments COVID-19 measures.  

Our attraction provides an extensive range of COVID-safe measures, designed to ensure a happy and safe experience for all our guests and team – more information can be found here.

As a COVID-19 Secure venue we can still host larger numbers in total but groups of up to six people* must not mix or form larger groups.

Our team will continue to remind guests to follow the current Government guidance including wearing face coverings, keeping to household groups or bubbles, and maintaining social distancing throughout our attraction.

(*Government exemptions are outlined here)

Will your toilets be open and how will you ensure they are safe?

Our toilet facilities will be open for guests and we have introduced new measures within these facilities to ensure spatial distancing. Enhanced cleaning will take place throughout the day

I have booked a ticket and it’s for a date when you are now reopened – but I don’t want to visit /my flight has been cancelled / I am on the NHS shielding list. What are my options?

We would like to reassure everyone that we are taking the necessary measures to provide a safe and hygienic environment. However, we understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus, or if it’s unsafe for you to travel you may require to change the date/time of your visit to our attraction. Please contact our Guest Experience team on guest.experience@madame-tussauds.com and they will be happy to discuss your options.  If you have booked through a third party, please contact them to discuss your booking.

I’m not sure when I want to visit/I already have an open dated ticket. Can I arrive at the attraction at any time?

No, pre-booking is essential as we have significantly reduced the daily ticketed capacity of our attraction to allow for social distancing and the best possible experience. All guests will need to pre-book their tickets online. If you already have a ticket, you will still need to book into a time slot online here.

 What do I do if one of my family is ill at the last minute?

We understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus you may require to change the date/time of your visit to our attraction. Please contact guest.experience@madame-tussauds.com If you have booked through a third party, please contact them to discuss your booking.

Why have you got Temperature Checks? And what if I have a condition or disability

Employees and guests are asked to participate in a temperature check using a non-touch thermometer. Anyone who is displaying a temperature above 37.8 degrees Celsius will unfortunately not be allowed to enter.  In this event we will gladly re-book your visit when convenient and at no additional cost; we do not expect anyone to be penalised for doing the right thing. Visitors with certain health conditions and disabilities related to higher bodily temperatures should speak to the customer services team upon booking to ensure we can provide the correct assistance on an individual basis.