Contact New York Pass®

Frequently Asked Questions

covid-19 faq's

• How is COVID-19 impacting my upcoming travel plans with my New York Pass?

  Unfortunately, many sights and cities are currently closed for business. We advise you to check attraction websites for the most up-to-date information.
  
  Please note that all passes now work from 2 years from the date of purchase. And we are also offering refunds on unused passes up to 90 days after purchase. Rest assured, you can use your passes for the next 2 years; there is no need to reach us to confirm this change - we’ve already updated all passes in our system (old and new). 
  
  If your travel plans have been negatively impacted by COVID-19 and you need further assistance with your booking, please email us using the form below. We will respond within 7 business days or less.

• I have an escalated issue that needs to be resolved. How do I contact customer service?

  Please give us a call or email us, using the form below.
  
  Call us
  Toll-free within the US +1 800 887 9103
  Toll-free within the UK +44 800 090 3140
  Toll-free within Australia +61 1800 316950
  Toll-free within Mexico +52 (800) 2694359
  From other countries 617-671-1000
  
  WhatsApp (available 24/7 for text chat only) 1.617.932.6123
  
  Our customer service team is available:
  Sunday- Saturday: 9AM – 6PM EST
  
  

• How do I extend my pass for 2 years?

  Here’s the good news: you don’t have to do a thing! We’re taking care of that for you. Your pass will work for 2 years from the date of purchase. So relax and don’t worry - you have plenty of time to visit your favourite city once we are up and running again.

• Should I purchase a pass now for an upcoming trip?

  Absolutely. Our New York Pass is available for advance purchase despite attractions being currently closed. If you purchase a pass now, you can have peace of mind that:
  

  - Passes are at the lowest prices of the season and you can start your experience any time within 2 years from the time of purchase
  
  - You can now obtain refunds on unused passes for up to 90 days after purchase. Within the first 14 days, you will receive a full refund. If your request falls between day 15 and day 90, your refund will be subject to a processing fee. See Terms & Conditions for more information.
  
  - You are supporting the tourism recovery effort and helping our family of attraction partners.

• How should I prepare for my upcoming trip?

  We recommend that you consult your local authority's travel advice to plan your trip.

  However, we recommend that you check the attraction opening hours directly on the attraction's website and if in doubt we are available to assist you through our various customer service channels.

  We also know that your future travel plans may change, that’s why we’re offering 90-day cancellation. Plus, you have up to 2 years to start using your pass - and you don’t have to commit to the date in advance. This means you can plan your sightseeing safely in the knowledge that you’re protected if things change.

• Where can I get travel updates?

  We recommend you monitor the local government’s website for updates on the situation on a local level, as well as checking the travel guidelines for your country.

most popular

• What is the New York Pass and when is it activated?

  The New York Pass looks like a credit card, and provides free entry into over 100 of New York City’s top attractions. For a complete list of attractions that you have access to with the New York Pass, click the “New York Attractions” tab.
  
  The pass will activate once you visit your first attraction. Please note that the Big Bus Hop-On Hop-Off tour is also considered an attraction. Therefore, if you collect your bus ticket and have your pass scanned, then your New York Pass will be active from that point.
  Your New York Pass will operate on consecutive calendar days so each day will end at Midnight.
  
  You have the option of selecting the pass for 1, 2, 3, 5, 7 and 10 days. There is no limit to how many attractions you are able to visit with the pass, regardless of duration. When you purchase the Pass you will receive a guidebook that lists all of our attractions, their contact information, and all the benefits you will receive.

   

• Is there a limit to how many attractions I can visit in one day

  With the New York Pass there is absolutely no limit to how many attractions you visit in one day. You're welcome to use your pass for entry at as many attractions as you can possibly fit into your day.
  
  Please be aware that you are not able to re-visit attractions with the pass. Once your pass has been swiped at an attraction, it will not work for allowing you into that same attraction the next time.
  For example, if you go to the Empire State Building with your New York Pass and have it scanned, you cannot return to ESB and expect to use your New York Pass. You will be required to pay the general admission fee.

• Can I visit the same attraction more than once?

  You can visit each attraction just once with the New York Pass. However you can visit as many attractions as you want - even more with the time saved with fast track entry.

• What languages is the guidebook written in?

  The New York Pass guidebook is conveniently offered in the following languages: English, Dutch, French, German, Italian, Mandarin, Portuguese and Spanish.
  
  You will receive a guidebook with your passes and will have the option of selecting the language.

• Are the 2-day, 3-day, 5-day, 7-day and 10-day Passes for consecutive days?

  Your New York Pass is to be used on consecutive calendar days. The pass will become activated once you visit your first attraction and that day will conclude at midnight as the pass goes into its second day of use and so on.
  
  For example, if you activate your 3-day pass on Monday, it will be active for Monday, Tuesday and Wednesday. The pass will conclude at midnight.

• How old do you have to be for a Child Pass?

  Child passes are reserved for children between the ages of 3 and 12 years old. Children who are 2 years old and younger will not need to have a New York Pass purchased for them. Anyone 13 and older will need to purchase an adult pass.

• I have a Promotional Code for the Pass, how can I use it?

  Once you have arrived at the "Buy Now" page for the New York Pass, you can scroll to toward the bottom of the page and enter your promotional code. If the code that you have entered is valid, you will see the discount reflected on the price of your order.

  Please keep in mind that your promo code discount cannot be stacked onto an existing online sale.

• What is Fast Track Entry?

  Fast Track Entry is an expedited line for New York Pass holders to enter attractions. You can join this shorter Fast Track line at several attractions offered with the New York Pass. 
  Fast Track Entry allows you to get into each attraction quicker and saves you time in the day to visit more attractions.

• Do I have to make reservations for Attractions?

  Reservations are not required at most of the attractions that are associated with the New York Pass (i.e.: Circle Line Sightseeing cruise, Statue of Liberty, Empire State Building, all major museums, etc). If you are looking to do one of the Behind the Scenes Tours you can contact the tour to inquire if an advance reservation is possible, or necessary. We do encourage customers to check availability for attractions they wish to visit. If an attraction recommends advance reservations, you can pre-book your tour with the pass number or order reference number. This will not activate your Pass.

• Will I get access to the Crown of Statue of Liberty with the Pass?

  The New York Pass grants you a free round-trip ferry ticket to visit the Statue of Liberty as well as Ellis Island. With your pass you will also receive access to the Immigration Museum . You will not need to make any reservations in order to take the ferry from Battery Park or to visit the island.

  Due to the extensive waiting list for the crown of the Statue, the New York Pass cannot grant you access to that level. If you are still interested in crown access, you will have to reserve a ticket directly through the Statue of Liberty.

• Does New York Pass offer discounts to Metro North riders?

  Yes, discounted 1 and 2 day New York Passes can be purchased when purchasing a Metro North Ticket to Grand Central Terminal. Visit http://web.mta.info/mnr/html/getaways/inbound_nypass.html for more information.

• Can I store my luggage somewhere while using my New York Pass?

  Yes! We have partnered with Stasher and New York Pass holders can store luggage or bags while exploring the city. Exclusive to Pass holders only, bookings can be made online here and use the code NYCPASS for 15% off. 

• What happens if my plans change and I can’t/don’t use The New York Pass

  If you have bought from the New York Pass website and your plans change so you can’t use your New York Pass(es), you are entitled to a free 90 day Money Back Guarantee from the date of purchase. To find out more about the Money Back Guarantee scheme, click here. Terms and conditions apply.

• What should I do if my plans change due to COVID-19?

  Many countries have issued preventative responses to the virus, but that doesn’t mean you have to cut your trip short. All passes are valid for 24 months from the date of purchase. Find out more here. And remember, we are now offering refunds on unused passes up to 90 days after purchase. 

buying online

• Is it safe to buy New York Pass online?

  Purchasing the New York Pass online at www.NewYorkPass.com is absolutely safe as our website is certified for safety from hackers. Our payment page is also secured by Braintree so your card information is not viewed by anyone else on the internet.

• Why should I buy online?

  Purchasing the New York Pass online can benefit you in multiple ways. You get to take advantage of the online discounts whereas if you were purchasing the pass in NYC, you would be required to pay the full price.
  Purchasing the pass online can also be convenient for some because you have the option of having the pass shipped directly to your address as opposed to going to one of our collection locations.

• Can I buy the Pass in New York?

  Of course you can. You can visit any of our collection locations to purchase a New York Pass. To view all of our locations, please visit the "Download & Delivery" tab.
  
  However, when you purchase your pass in New York, you will be required to pay the full price. Purchasing the pass online allows you to take advantage of our online discounts.

• How far in advance can I buy the New York Pass?

  You can purchase the New York Passes up to 24 months in advance. That means that you have a full year to activate your passes by visiting your first attraction. 2 years after your purchase, the passes will no longer be valid if you have yet to activate them.

• Is there enough time to buy the Pass online?

  When ordering your pass online, please keep in mind that there are given times for shipping. If there is not enough time for your passes to arrive before you leave for New York, you can select the "Collection" option which allows one of our collection locations to hold passes for you to use once you arrive. Collecting the passes in New York is also free of charge.
  
  This way, you still get to benefit from our online discounts.

   

bus tour tickets

• What is the Hop-on Hop-off Bus Tour and how does it work?

  The Big Bus Hop-on Hop-off Bus Tour is a scenic guided bus tour through New York City that provides two different routes for you to choose from. Passengers will board a double-decker bus where an experienced tour guide takes you near NYC's greatest attractions and landmarks.
  
  The New York Pass grants you a 1 Day Big Bus Ticket valid for one day of your pass, which includes the Uptown and Downtown Loops on Big Bus Tours. 

• Can I use my New York Pass as a ticket to get on a Big Bus Tours double decker bus?

  In order to board the Big Bus, you will first have to redeem your Big Bus ticket.

  Look for a Big Bus agent at any of the stops below to have your pass scanned and a boarding ticket issued. You must have a boarding ticket prior to boarding the bus. Big Bus agents are dressed in a burgundy jacket on colder days and a white or burgundy polo with the Big Bus logo on warmer days.

  • W 42nd Street and Broadway
  • Empire State Building: 5th Avenue and 32nd Street
  • Brooklyn Bridge/City Hall: Park Row & Beekman
  • Battery Park: State Street between Battery Place and Bridge Street
  • 7th Avenue and W 48th Street
  • W 42nd Street and 8th Avenue

  
  Once you have received your bus ticket, you can use that to board the Big Bus throughout the day.

   

• What is the frequency of those Bus Tours?

  Downtown Tour
  8am - 5pm from November to March
  8am - 6pm from April to October
  (every 10 - 15 minutes)
  
  Uptown Tour
  9am - 5pm from November to March
  9am - 6pm from April to October
  (every 15 - 20 minutes)

• What are the stops/ pick up points?

  Please see a comprehensive list of all stops for both the Uptown and Downtown Loops here.