FAQ

How do I get my tickets? How do I get my tickets?
When will I receive my tickets? When will I receive my tickets?
What does it mean that my tickets are on request? What does it mean that my tickets are on request?
What does it mean that the tour starts at my hotel? What does it mean that the tour starts at my hotel?
Are there discounts for children? Are there discounts for children?
Do I need ID when I exchange and pick up my tickets? Do I need ID when I exchange and pick up my tickets?
Can I cancel, return or refund tickets, if I cannot use them? Can I cancel, return or refund tickets, if I cannot use them?
I have a question or complaint? I have a question or complaint?

How do I get my tickets?

All your tickets will be sent to your email address as a PDF document. You need to print your e-tickets/vouchers and bring a copy to Los Angeles, where you need to show it on demand at the venue or at the meeting point for your booking, e.g. like your hotel. It is very important that you carefully read all information printed on the e-tickets/vouchers.
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When will I receive my tickets?

All your e-tickets/vouchers will be sent to your email address as PDF documents shortly after your reservation is confirmed and payment is finalized. If you are reserving on request special conditions applies, please read below answer to the question: “What does it mean that my tickets are on request?”
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What does it mean that my tickets are on request?

For certain events, especially if a cruise and/or a dinner are included, we need to get the reservation confirmed by the venue or our local agent in Los Angeles. This usually takes less than 48 hours, so we should have received an answer from San Francisco the same day as your reservation, or, at the latest, the next day (If the next day is a weekend or a holiday, the first available business day). This we call “A reservation is on request”. When your reservation is confirmed by the venue or our supplier, your e-tickets/vouchers will be sent to your email address and payment will be finalized. If your reservation is declined by the venue or our supplier (usually because the event is sold out) we will send you an email to inform you the reservation is not confirmed and the reservation is cancelled. If your reservation is cancelled, you will of course not be charged for you tickets.
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What does it mean that the tour starts at my hotel?

Please note, some of our events, especially our sightseeing tours in and outside Los Angeles includes picked up at your hotel. This service is included in the price if your hotel is on the list of hotels where we pick-up. If your hotel is not on the list, please choose the hotel which is most convenient for you to get pick-up by. We ask you kindly to be ready at your hotel’s lobby 15 minutes before pick-up time. To know precise pick-up time, you must call our tour operator approx. 24 hours in advance, in order to avoid unnecessary waiting time in your hotel’s lobby. Our tour operators phone number will clearly be stated on the voucher/e-ticket we send to you. All bookings that include a hotel pick-up or private airport transfer are accepted right away, but it can take up to 48 hours before you receive your e-ticket/voucher, as we have to wait for a booking number or a pick-up time for your ticket.
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Are there discounts for children?

Yes, children's tickets are available for many of the Los Angeles attractions we offer. It is important that you check the age limit for each type of ticket before you reserve as the age limit varies.
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Do I need ID when I exchange and pick up my tickets?

We strongly recommend that you bring a valid picture ID, together with your voucher/e-billet to the meeting point in Los Angeles, so it can be shown on demand if necessary.
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Can I cancel, return or refund tickets, if I cannot use them?

Paid and confirmed tickets can in general not be cancelled, refunded or exchanged to a new date. However, we, the venue and our local agent, can try and re-sell your tickets to other clients or get your tickets refunded, but we cannot promise anything. You can read more about our cancellation policy under 'Contact' at the top-menu.
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I have a question or complaint?

If you have any questions, or in the unlikely event that you have any complaints, please contact us under 'Contact' on our site. Please note, all questions or complaints need to be addressed no later than 14 days after the event/tour date. If we receive complaints later than 14 days after the event/tour date we are guaranteed to be able to you.
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