FAQ

About us
Who am I buying tickets from? Who am I buying tickets from?
What kind of tickets can I book through Ticmate? What kind of tickets can I book through Ticmate?

Booking with us
How do I book my tickets? How do I book my tickets?
What name should I use for my reservation? What name should I use for my reservation?
How do I use my tickets? How do I use my tickets?
What do I do if I haven’t received my tickets? What do I do if I haven’t received my tickets?
What is included in the ticket price? What is included in the ticket price?
Are there discounts for children, seniors or students? Are there discounts for children, seniors or students?
Where is the meeting point of my tour? Where is the meeting point of my tour?
What does it mean that my tickets are on request? What does it mean that my tickets are on request?
How do I book tickets for a group? How do I book tickets for a group?
What are the terms for booking through Ticmate? What are the terms for booking through Ticmate?
Do you offer any sort of cancellation protection? Do you offer any sort of cancellation protection?
Can I contact the Ticmate team? Can I contact the Ticmate team?

Tips
How long in advance should I book my tickets? How long in advance should I book my tickets?
Can I skip the line to Madame Tussauds? Can I skip the line to Madame Tussauds?
What is the difference between Gatwick Express and Gatwick Airport Train? What is the difference between Gatwick Express and Gatwick Airport Train?
When will I receive my ticket for Gatwick Express/Gatwick Airport Train/Stansted Express? When will I receive my ticket for Gatwick Express/Gatwick Airport Train/Stansted Express?
Is there a bus transfer included in the Harry Potter & Warner Bros. Studios Tour? Is there a bus transfer included in the Harry Potter & Warner Bros. Studios Tour?


Who am I buying tickets from?

Ticmate is a Swedish company, and our goal is to become the leading European company for sales of international tickets and tours to all kinds of events and places. We believe information about the best events and experiences around the world should be accessible no matter where you are booking from – we speak english, and you pay in EUR. We only work with certified ticket sellers, usually the very best in each destination. Here you will find all the information you need and great tickets for musicals, tours, football matches, the hottest attractions and experiences in the world’s largest cities! Read more about us and what we do at About Ticmate.
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What kind of tickets can I book through Ticmate?

We offer a wide and carefully chosen selection of tickets to the world’s greatest events, attractions and tours. From Madame Tussauds and the greatest musicals in London and New York, to the Eiffel Tower in Paris and helicopter tours through the Grand Canyon - book online from home and let the countdown begin! You can find all our tickets here.
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How do I book my tickets?

Our booking system has been designed with lots of love by our own developers and is 100% online-based. As it is constantly updated, you will always find the current availability for the hottest attractions, tours, and events. We have put together all the information you need before leaving home, and you will find it directly on the page of the specific experience you are looking for. All bookings are made online. Simply select the date of your preference for each attraction and you will see all updated prices and availability.
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What name should I use for my reservation?

Please note that the name you provide during step 2 of the booking process (Customer Information) will appear on the voucher(s). Only the person whose name appears on the voucher(s) will be able to check-in at the venue by showing a valid ID card. If you are planning on making somebody special very happy with a gift, we recommend using this person’s name when placing your order. You can still use your own e-mail address, so the confirmation and e-tickets are sent directly to you.
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How do I use my tickets?

Once you complete your booking online you will always receive a receipt for your booking by e-mail. The detailed information on how to receive and use your tickets is specific for each event. We do all we can to make the process as simple and ”paper-free” as possible, but please read through the information available for every attraction, tour or event when booking your tickets. The instructions on how to use them are also included in the e-ticket itself, sent by e-mail.
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What do I do if I haven’t received my tickets?

If you don't receive the tickets, don't worry! Just contact us before the booked date and we will re-send the tickets to you straight away. While we cannot see if the tickets have reached your inbox, we are more than happy to send them again - even to a different e-mail address, if need be! Kindly note that we may not be able to refund tickets that were left unused because they did not reach your inbox - they might be waiting for you in the spam folder!
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What is included in the ticket price?

The prices you see online are always the total price, which includes all costs, taxes and booking fees that may apply. You will not be required to pay additional fees at the attraction – nor stay in the queue to buy tickets, as you have already done that online.
We are often cheaper than other ticket agents and sometimes even cheaper than the venue itself, by being an overseas agent that does not sell locally. In most cases, a booking fee of 10-25% is included in the price of musical, theater or opera tickets. When it comes to football, the booking fees are generally around 10-50%, but sometimes higher if it is an A-match (e.g. Champions League).
As we purchase our tickets in advance, it means we often still have tickets available even when the box office is sold out. Buying through us means you are guaranteed a ticket before you leave home and don't have to worry about sold out performances and black market tickets, which are often much more expensive than our ticket price!
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Are there discounts for children, seniors or students?

We do not have discounts for students, regrettably – but in many cases there are discounted tickets for children, and in some cases for seniors as well. If there are special tickets for children or seniors, you will see them after selecting a specific date for your tour. Remember to check the age limit for each type of ticket, as it may vary.
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Where is the meeting point of my tour?

You will find the exact address and a map of the meeting point on the booking page of the specific tour you would like to book – all our meeting points are centrally located and easy to reach by metro (or even on foot!). The meeting address will also be included on your ticket.
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What does it mean that my tickets are on request?

The general rule when booking through us is that your booking is confirmed automatically when the payment is completed. However, some special events require confirmation from the venue or local agent. These bookings we refer to as ”on request bookings”, and the order cannot be confirmed until the request is placed and we hear back from the supplier. If an attraction is an ”on request” product the information will appear on the booking page. Usually, the booking confirmation process takes less than 48 hours, though it may take longer during week-ends or holidays. As soon as your reservation is confirmed by the venue/agent, we will send you the tickets via e-mail and finalize the payment of your booking. Should it not be possible to confirm your tickets, we will inform you via e-mail, and the amount previously blocked on your credit card will be released.
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How do I book tickets for a group?

You can always add more tickets to your basket before going ahead with the payment, making sure you have all your tickets under the same booking (e.g. adding 8+6 tickets for a group of 14 people, 8+8+8 for 24 tickets and so on). Kindly note that we do not offer group discounts for the time being. Note: adding many tickets to the same booking means you will have one single voucher for the entire group.
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What are the terms for booking through Ticmate?

Please take a few moments to read our terms and conditions here (they are not that long!), especially when it comes to cancellations or alterations. In general, we are not allowed to cancel, change or refund your tickets due to the policies of our local operators, but we are willing to do so when we are allowed to. Kindly note that a cancellation/alteration fee may apply. You are most welcome to contact our helpdesk team for more detailed information.
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Do you offer any sort of cancellation protection?

Yes, you can add a cancellation protection to all bookings made through us. It provides full coverage on that specific booking should you have an accident or if you, a member of the travelling party or any of your closest relatives fall ill. Kindly note that a medical certificate is needed in order for your protection to be valid, and that it cannot be added to an existing booking. You will find further details about the cancellation protection in your shopping cart.
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Can I contact the Ticmate team?

Please do! You can reach us through our international helpdesk centre at helpdesk@ticmate.com, or even by the phone number you find under “Contact” - please note that the booking confirmation itself is sent from a “no-reply” email address. We will be happy to hear your opinions and assist you with your queries. Our office hours are from 8:00 to 17:00, Central European Time, Monday to Friday (though we admit we do read emails during weekends as well :-) ).
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How long in advance should I book my tickets?

London is a very popular destination, and many attractions become sold-out weeks in advance. We strongly recommend you book your tickets just as soon as the flight to London has been booked! By booking in advance, you also save time by not standing in the long lines to the ticket office.
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Can I skip the line to Madame Tussauds?

Our tickets give you access to a special entrance for pre-booked tickets, which is usually a shorter queue than the regular box office. Though please note that during high seasons, especially fall vacation, spring break and other school and public holidays longer queues may occur. Also at midday between 12 PM and 15 PM.
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What is the difference between Gatwick Express and Gatwick Airport Train?

The Gatwick Express is a non-stop service to central London from Gatwick. The Gatwick Airport Train is a local commuter train service run by the operator Thameslink. On average the journey time is about 15 minutes longer with the Gatwick Airport Train. Kindly note that the Gatwick Express stops at London Victoria Station, while the Thameslink Train is bound for St. Pancras - King's Cross – both are located in central London.
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When will I receive my ticket for Gatwick Express/Gatwick Airport Train/Stansted Express?

You will receive your train ticket in a separate mail within 24-48 hours after your have completed your booking.
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Is there a bus transfer included in the Harry Potter & Warner Bros. Studios Tour?

Yes! A bus transfer is included in the Harry Potter and Warner Bros. Studio Tour. The tour ends at Victoria. The starting time stated on the booking page and on your voucher is the time the bus will be departing from central London. If you want to arrange private transportation to/from the Warner Bros. Studios you must call our local agent in London (the phone number is written on your voucher), and arrange this a few days prior to your visit. Please note that this tour can be fully booked with short notice, especially during high season. If sold out we will contact you immediately with alternative dates or full refund.
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