How is COVID-19 impacting my upcoming travel plans with my New York Pass®?
Unfortunately, things have not returned to normal just yet, so we advise you to check attraction websites for the most up-to-date information before traveling.
If your travel plans are affected by COVID-19, your New York Pass® is now valid for two years from the date of purchase. And we are also offering refunds on unused passes up to 90 days after purchase. We’ve already updated all passes in our system (old and new), so there is no need to contact us to request this change.
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 24hrs.
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.
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 two years?
Here’s the good news: you don’t have to do a thing! We’ve taken care of that for you. Your pass will work for two years from the date of purchase. So relax and don’t worry - you have plenty of time to visit your favorite city.
Should I purchase a pass now for an upcoming trip?
Absolutely. If you purchase a pass now, you can have peace of mind that:
- 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 website before planning your trip.
We also advise that you check attraction opening hours directly on the attraction's website when planning your itinerary. If in doubt, we are available to assist you through our various customer service channels.
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.
Do I need to make reservations to enter attractions?
Some activities, tours, and attractions require an advanced booking. This information is listed on our reservations page and the individual attraction pages on our website and app. Please check whether a booking is required before you visit the attraction to avoid disappointment. Your pass must be valid on the day of the reservation.
Using your pass
What is the New York Pass® and when is it activated?
The New York Pass® provides free entry into 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 and can then be used on consecutive calendar days for the number of days purchased.
You have the option of selecting the pass for 1, 2, 3, 4, 5, 7, and 10 days. There is no limit to how many attractions you are able to visit with the pass, regardless of duration.
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 non-cruise attractions you can visit in one day. Scan your pass for entry at as many attractions as you wish, except for Circle Line Sightseeing Cruises which is limited to one cruise per day.
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.
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 have the option of selecting the language.
Are the 2-day, 3-day, 4-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 on 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 three and 12 years old. Children who are two 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.
Do I have to make reservations for attractions?
Certain attractions will require a reservation. If this is the case, you will find all booking information listed on our reservations page and the individual attraction pages on our website and app. Some advance reservations will require a pass number or order reference number to secure your booking. This will not activate your pass.
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®?
For all customers that purchase passes from September 1 2020 onwards, you can 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. If your request falls outside of this 90-day window, you will not be eligible for a refund but will have two years in which to use your pass. See the Terms & Conditions for more information.
Purchases made before September 1 2020 are still eligible for a full refund within 30 days of purchase.
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.
Is it safe to buy The New York Pass® online?
Purchasing The New York Pass® online 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.
How far in advance can I buy The New York Pass®?
You can purchase passes up to 24 months in advance. Two years after your purchase, the passes will no longer be valid if you have yet to activate them.
How will I get my pass?
You'll get your pass via email as soon as your order processes. Choose between two options: use your pass right on your phone with the free New York Pass® app, or print your pass and guidebook at home. Links and easy-to-follow instructions for both options will be in your confirmation email.
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 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.
- Support team+1 877 714 1999
- Daily9am and 6pm EST