Skip page header and navigation

Our terms

London Transport Museum Limited

London Transport Museum Limited is a charitable company registered in England and Wales (company number 6495761 registered charity number 1123122) whose registered office is at 5 Endeavour Square, London, E20 1JN. London Transport Museum Limited is a subsidiary of Transport for London and as such is a company controlled by a local authority for the purposes of Part V Local Government and Housing Act 1989. Authority Group means LTM, Transport for London (TfL) in its own right and TfL as holding company of all its subsidiaries as defined in section 1159 of the Companies Act 2006 from time to time.

London Transport Museum (Trading) Limited

London Transport Museum (Trading) Limited is a company registered in England and Wales (company number 6527755) whose registered office is at 5 Endeavour Square, London, E20 1JN. London Transport Museum (Trading) Limited is a subsidiary of Transport for London and as such is a company controlled by a local authority for the purposes of Part V Local Government and Housing Act 1989. TfL may at any time revise these Terms and Conditions without notice. It is up to the user to regularly review the Terms and Conditions in case there are any changes. Continued use of the TfL website after a change has been made is to be treated as acceptance of that change by the user.

General terms & conditions

  • Website

    Disclaimer

    While LTM tries hard to ensure that these websites are functioning correctly and are as accurate as possible, this will not always be achievable and therefore the following disclaimer applies.

    These websites are provided “as is” without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, compatibility, non-infringement, accuracy and security. LTM does not guarantee or represent that the content and/or facilities available or accessible via these websites will always be accurate, complete or current or that access to these websites will be uninterrupted.

    LTM expressly disclaims all liability for any direct, indirect or consequential loss or damage occasioned from the use or inability to use these websites, whether directly or indirectly resulting from inaccuracies, defects, viruses, errors - whether typographical or otherwise, omissions, out of date information or otherwise.

    Accessing these websites and the downloading of material from them is done entirely at the user’s own risk. The user, and not LTM, will be entirely responsible for any resulting damage to software or computer systems and/or any resulting loss of data even if LTM has been advised of the possibility of such damage.

    These websites may contain links to other websites over which LTM has no control. Such links are supplied solely for the convenience of users. LTM is not responsible for the contents or reliability of the linked websites and does not necessarily endorse the views expressed within them or the organisation or persons providing them in any way. LTM does not guarantee that these links will work all of the time and we have no control over the availability of the linked pages.

    Providers of other websites may place text-based links to pages on the LTM websites without seeking prior permission. However such links must not open LTM website pages into frames within another website. Pages from the LTM websites must be loaded into the user’s entire browser window.

    Jurisdiction

    These terms and conditions will be governed and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over disputes between a user and LTM arising out of the access or use of these websites. Omission by LTM to exercise any right under these terms and conditions will not constitute a waiver of such right unless expressly stated by LTM in writing.

  • Copyright

    Unless expressly stated, the copyright and other intellectual property rights (such as, design rights, trademarks, patents etc.) in any material provided on the LTM websites remains the property of LTM (or as the case may be another rightful owner). Material on these websites, including text and images, may not be printed, copied, reproduced, republished, downloaded, posted, displayed, modified, reused, broadcast or transmitted in any way, except for the user’s own personal non-commercial use. For any other type of use you must contact us for permission. 

    Please note: any unauthorised use of TfL’s copyright and trademarks is an infringement of TfL’s Intellectual Property and may lead to legal action and other remedies permitted under the Trade Marks Act 1994 and the Copyright Design and Patents Act 1988.

    The use of the LTM logo or the logos of any associated or subsidiary organisations must not be used for promotional or linking purposes unless prior approval in writing has been given. Please contact the Museum’s Marketing and Development department for further details on obtaining such approval.

  • Privacy & Data Protection

    To place an order, we request contact information (such as name, email address, delivery address and telephone number) for order fulfilment and customer services purposes. We may use the information given to us to contact you in case of fulfilment difficulties.

    We may also contact you for feedback after your visit, so that we can learn what went well and what we can improve on in future or to assist us in understanding our customers better

    Where you agree, we may send you our enewsletter, which contains museum news, events, shopping and appeals. You can unsubscribe from this at any time, by using the link we include in each newsletter, or by simply sending an email titled unsubscribe to [email protected].

    Full details of our privacy policy and your information rights are available here.

Ticketing

Your booking reference must be produced when collecting your tickets in person. The credit card holder must be present with their credit card when collecting tickets.

Method of payment

Most major credit and debit cards are accepted (VISA, MasterCard, Maestro, American Express).

Delivery

Tickets and Passes will be delivered in accordance with the selected delivery method.

They will also be sent to the account holders email only. It is the account holder’s responsibility to ensure the Ticket/Pass owner receives their ticket(s).

If You make more than one transaction, then they may be dispatched separately and arrive at different times.

  • Annual Passes

    Annual Passes are valid for the dates shown on the front of the ticket.

    Annual passes are available as follows:

    • Off Peak Annual Pass, allowing access to the LTM at Covent Garden Monday to Friday after 2pm excluding all school holidays except the Summer break as designated by Westminster City Council.
    • Unlimited Annual Pass, allowing access to the LTM at Covent Garden during all public opening times.
    • Annual Pass Plus, allowing access to the Museum at Covent Garden during all public opening times and Depot Open Days at the Museum Depot, Acton. 

    Annual passes for the Museum at Covent Garden and Museum Depot Open Days at Acton are valid for 12 months from the start date stated on your pass, within normal opening hours.

    Passes are intended for use by the purchaser only and are non-transferable to any third party. Proof of identity will be requested when repeat visits are made. 

    Passes must be signed by the Owner of the Pass upon first entry.

    Passes cannot be refunded or exchanged for cash and lost or damaged tickets cannot be replaced.

    London Transport Museum reserves the right to refuse admission and may on occasion conduct security searches to ensure the safety of visitors.

    We endeavour to keep all areas of LTM, Acton Depot, and our external tours available to our visitors at all scheduled times. However, without prior notice, LTM reserves the right to change/close a section of any area at any time, for reasons including, but not limited to overcrowding. It is at the Duty Managers absolute discretion.

    Possession of an Annual Pass does not guarantee entry to LTM. The management of the relevant attraction reserves the right to refuse admission for any reason as provided by LTM’s regulations including, but not being limited to, the attraction reaching full capacity.

    Children under the age of 12 must be accompanied by an adult aged 18 or over. Such child must be supervised by an adult at all times. LTM reserves the right to change the age restriction at any time in its absolute discretion, in the interest of Health and Safety.

    Annual Passes are not valid for entry to any external event to LTM in Covent Garden Piazza and/or any event outside the normal opening hours.

    An Annual Pass does not provide preferential rights or entry over other Museum visitors.

  • Event tickets

    For Hidden London events, please see the Hidden London terms and conditions below.

    Upon purchase, You will receive your ticket(s) via Your specified delivery method.

    It is Your responsibility to check the accuracy of the details in advance of Your booking as mistakes cannot always be rectified, especially at short notice.

    Entry is only granted to those in possession of a valid ticket. Only tickets issued by London Transport Museum and designated third parties are valid. No re-admissions are permitted.

    You must arrive within 15 minutes prior to Your event start time. If you do not arrive on time, You may be refused entry. Heritage events and train journeys may vary.

    Should you miss your event start time London Transport Museum cannot guarantee access.

    All tickets are non-transferable and You must bring valid proof of ID (passport, photo driver’s licence or PASS card).

    If Your ticket(s) are sold or transferred for commercial gain via a third party, the ticket(s) will become void and You will be refused entry.

    The ticket(s) are not valid for travel on any part of the London Underground or Transport for London network.

    Lost tickets will not be replaced. Please retain Your ticket(s) at all times. Your ticket must be available for inspection by LTM or Authority Group members of staff at all times.

    It is your responsibility to check the age restriction on Your event before you book. Valid proof of age (passport, photo driver’s license or PASS card) may be required.

    Booking dates and tour times are non-transferable. You will not be refunded if you cancel within 14 days of the date of the event. 

  • Conditions of Entry

    All persons entering London Transport Museum (LTM) and any of its external events must pay for admission or hold a valid ticket. All tickets/passes are non-transferable and accordingly may not be sold or passed to any third party.

    Conditions of Entry

    Admission to LTM, Acton Depot and/or any external event is at your own risk, LTM and the Authority Group shall have no liability whatsoever for any loss, damage or injury to person or property whatsoever caused. This does not exclude liability for death or personal injury caused by LTM’s or by any member of the Authority Group’s negligence.

    LTM and the Authority Group takes no responsibility for any damage, loss or theft to Your personal belongings except due to LTM’s or any member of the Authority Group’s negligence.

    You must observe all laws, byelaws and health and safety requirements, policies and announcements relating to the event as directed by LTM or Authority Group members of staff.

    If You do not follow any directions given by LTM and/or Authority Group members of staff, or cause damage, nuisance or injury to another ticketholder, LTM or Authority Group members of staff, LTM and/or Authority Group members of staff at its absolute discretion may eject You from the premises.

    If passes/tickets are bought on behalf of other visitors, the buyer accepts these Conditions of Entry on behalf of every visitor in their party, and shall ensure that these conditions are complied with by each member in the party.

    You will be refused entry if You appear to be under the influence of alcohol or illegal substances.

    You shall not bring any kind of weapon or firearm, real or artificial to LTM or any external event.

    LTM and/or the Authority Group reserves the right to refuse entry at its absolute discretion.

    LTM reserves the right to make any changes (including cancelling or postponing the tour at short notice) due to unforeseen and, unavoidable circumstances and events outside its control (including industrial action). LTM will endeavour to notify you as soon as LTM becomes aware this is necessary. LTM will refund the monies you have paid for your ticket(s) and booking transaction fee.

    LTM and the Authority Group will not be liable for any expenses You incur as a result of LTM’s postponement or cancellation of any event including but not limited to travel and/or hotel expenses.

    You must ensure You provide LTM with the most up to date contact details in case LTM needs to contact You.

    Photography is permitted unless otherwise stated, no professional audio visual or audio recording equipment may be brought into LTM or any external events without the express permission of LTM. No tripod or tripod equipment will be allowed unless otherwise stated.

    You consent to photographs of You being taken by LTM or the Authority Group members of staff. You consent to Your images being used for any promotional material by LTM or by the Authority Group. If you have any questions about any photography during your tour, please speak to an LTM member of staff on arrival.

    No food or drink is to be consumed inside any preserved space. Smoking is prohibited at all times. This includes E-Cigarettes.

    Only guide dogs with prior permission from LTM are permitted on any event.

    Accessibility at our locations

    LTM and Acton Depot are wheelchair accessible, but due to the historic nature of our collection, not all vehicles are accessible.

    LTM cannot guarantee step-free access to any external event or tour, including Hidden London tours. It is advisable therefore that you should have an adequate level of fitness to undertake this tour. You may not be able to gain entry should the specified requirements not be met.

    External events and/or tours may include uneven ground underfoot, confined areas, low lighting and periods of complete darkness, which may be unsuitable for people with claustrophobia or fear of the dark. Due to health and safety requirements LTM (or the Authority Group) may refuse entry if you are not wearing flat shoes. No heeled or open toe shoes are permitted. Feet must be fully covered.

  • 2 for 1 and % off vouchers

    Vouchers are valid for standard Museum admission tickets during normal Museum opening hours unless otherwise stated.

    This offer is valid on adult tickets. Children aged 17 and under are admitted free of charge.

    One adult or concession is admitted free of charge when accompanied by one adult or concession who pays the full adult price.

    In the event of a full price and concessionary ticket being purchased together, the higher price ticket must be paid for.

    The second ‘free’ ticket is valid for one day admission only. It is not an annual ticket.

    Other offers e.g. ‘% off’ may apply as stated on the voucher.

    The offer is obtained upon presentation of a valid voucher.

    The offer may not be used in conjunction with or in addition to any other discount voucher, offer or concession rate offered by the attractions e.g. family or group rates or other special offers.

    The validity dates of the offer are stated on the voucher.

    The Museum reserves the right not to redeem, or accept photocopied, damaged, forged or defaced vouchers.

    Only one discount voucher may be used per two people.

    There is no cash alternative in lieu of using a ‘2 for 1’ or ‘% off’ voucher.

    Exchange, re-sale of sale of vouchers is strictly prohibited.

    The Museum accepts no liability for lost or stolen vouchers.

    The Museum reserves the right to withdraw, amend or replace the offer at any time.

    Vouchers are not valid when making advance online bookings.

  • Local residents discount

    When booking online, local residents of Westminster, Holborn, Bloomsbury, Kings Cross, Waterloo, Vauxhall, Borough, Bermondsey and Elephant and Castle can purchase a discounted local resident adult ticket.

    Local resident tickets apply to daytime entry only. The tickets are not valid for special events at the Museum in Covent Garden or for entry to the Museum Depot in Acton.

    Once purchased the adult annual ticket is valid for 12 months. A timed entry slot must be booked in advance online for each visit.

    Proof of address must be shown on arrival at the Museum if asked. Local residents in Westminster can also provide their Westminster City Save card as proof of address.

    London Transport Museum has the right to refuse entry in the unlikely event of the Museum reaching capacity, as well as unforeseen circumstances.

    The offer may not be used in conjunction with or in addition to any other discount voucher, offer or concession rate offered by the attractions e.g. family or group rates or other special offers.

  • Blue Light Card holders discount

    Blue Light Card – 20 per cent off London Transport Museum annual pass tickets

    Blue Light Card holders and their families (up to four additional family members) can obtain 20 per cent off either a full price Unlimited, Off-Peak, or Annual Pass Plus adult ticket which are usually priced at £24, £22 or £70 respectively when they use the code LTMLight when booking online.

    A Blue Light Card must be shown on arrival at the Museum if asked.

    The offer is applies to daytime entry only. The offer does not apply to special events at the Museum in Covent Garden or for entry to the Museum Depot in Acton.

    The offer is a permanent offer (until further notice).

    Once purchased:

    • an Unlimited annual pass is valid for day-time entry for 12 months;
    • an Off-Peak annual pass is valid for 12 months for daytime entry on weekdays after 2pm (term-time and summer holidays only);
    • an Annual Pass Plus is valid for day-time entry to the Museum in Covent Garden for 12 months, plus free entry for you and two children at our Depot Open Days in Acton.

    London Transport Museum has the right to refuse entry in the unlikely event of the Museum reaching capacity, as well as unforeseen circumstances.

    Family members must accompany the Blue Light Card holder.

    This offer cannot be used in combination with any other discount, including London Transport Museum’s concession rate.

  • Defence Discount Service

    Defence Discount Service - 20 per cent off London Transport Museum annual pass tickets

    British Military personnel and their families (up to four additional family members) can obtain 20 per cent off either a full price Unlimited, Off-Peak, or Annual Pass Plus adult ticket which are usually priced at £24, £22 or £70 respectively when they use the code LTMDefence when booking online. The offer is open to Defence Discount Service card, Military Personnel ID card or Military Veteran ID card holders.

    A Defence Discount Service card, military ID pass card, veteran’s ID card must be shown on arrival if asked.

    The offer applies to daytime entry only. The offer does not apply to special events at the Museum in Covent Garden or for entry to the Museum Depot in Acton.

    The offer is a permanent offer (until further notice).

    Once purchased:

    • an Unlimited annual pass is valid for day-time entry for 12 months;
    • an Off-Peak annual pass is valid for 12 months for daytime entry on weekdays after 2pm (term-time and summer holidays only);
    • an Annual Pass Plus is valid for day-time entry to the Museum in Covent Garden for 12 months, plus free entry for you and two children at our Depot Open Days in Acton.

    London Transport Museum has the right to refuse entry in the unlikely event of the Museum reaching capacity, as well as unforeseen circumstances.

    Family members must accompany the Defence Discount Service holder, Military Personnel ID holder or Veteran ID card holder.

    This offer cannot be used in combination with any other discount, including London Transport Museum’s concession rate.

Hidden London

  • Tickets

    Priority booking is offered to LTM Friends, Corporate Supporters and LTM enewsletter subscribers. You must sign up to the Hidden London segment of the Museum enewsletter to receive priority booking for Hidden London tours.

    Senior citizens (60+), students (with valid student ID card), those in receipt of state benefits, and 14-16 year olds are eligible for Concessions tickets. LTM Friends and Corporate Members are entitled to specific ticket types available during checkout.

    There is a maximum of 9 tickets per event per person. For bookings of 10 or more people, please contact the Booking Office on +44 (0) 343 222 5000 or email [email protected].

  • Tour offers

    All Hidden London tours include either a free or half-price day pass to London Transport Museum within a month of your tour date. The half-price discount is only valid on full-price Museum entry tickets and cannot be used in conjunction with any other discounts or concessionary rates. Please check the event pages for more information.

    Each Hidden London ticket also entitles the holder to a 10% discount on all merchandise at our shop, online and in store, within one month of your Hidden London event date.

    All other terms and conditions for booking tickets can be found on this page.

  • Hidden London virtual tours

    Entry as part of the tour will constitute acceptance of the following Terms and Conditions between London Transport Museum Limited (company number 06495761) of, 5 Endeavour Square, London, E20 1JN (‘LTM’) to provide the tour to you and your guest (s) (‘You’ or ‘Your’). 

    Accessing the virtual tour 

    • This tour will be delivered via Zoom. Around 24 hours before your tour, you will receive the Zoom joining details for the event. This email will come from [email protected], please check your junk mail.

    • If you are new to Zoom, it may be a good idea to familiarise yourself with how it works in advance of your tour. See Zoom’s getting started guide.

    The tour

    • Your virtual tour will last between 75 and 90 minutes which allows time for questions. 

    Accessibility 

    • You must log into Zoom in advance the tour start time. Your guide will admit You to the tour at the time stated on Your ticket and booking confirmation. If You do not log in on time, You may be refused entry. 
    • To ensure admission to the tour, your Zoom display name needs to match the name on your booking. If you do not wish to display your whole booking name, please use the first name and surname initial. LTM reserves the right to remove you from the tour if you cannot be identified from your display name and in these circumstances you will not be entitled to a refund or exchange. Please also monitor your Zoom chat messages as the guide may need to discuss your booking with you via this method. 

    • We recommend you log onto Zoom approximately 10 minutes before the tour is due to begin to allow for any connectivity issues you may encounter. Your guide will admit You to the tour at the time stated on Your ticket and booking confirmation. If you log in more than 5 minutes after the stated tour start time, the guide cannot admit you onto the tour. 

    • The tour will include visual presentations on the screen.  

    • You may be asked by the guide to mute your microphone once the tour has started. There will be the opportunity to ask questions at appropriate points during the tour at which point the guide may unmute you, or you can unmute yourself

    Tickets 

    • Tickets can only be purchased via the ltmuseum.co.uk website or third parties authorised by LTM. 

    • Tickets must be purchased in advance and payment must be made in full. 

    • Upon purchase directly from LTM, You will receive Your tickets(s) via email to the email address which You have provided. It is Your responsibility to check the accuracy of the details in advance of Your booking as mistakes cannot always be rectified, especially at short notice. Please note that ticket delivery methods may differ where tickets are purchased from authorised third parties.  

    • Entry to the tour is only granted to those in possession of a valid tour ticket. Only tickets issued by LTM or its authorised third party agents are valid for this event. No re- admissions are permitted. 

    • All tickets are non-transferable.  

    • You must not share or distribute the tour meeting ID and password to anyone who has not purchased a ticket for the tour. You shall be liable for the actions or omissions of any person to whom you share or distribute the tour meeting ID and password who has not purchased a ticket for the tour.  

    • All ages are permitted to take part in the tour, but the tour content is not designed specifically for children.  

    • If Your ticket(s) are sold or transferred for commercial gain via an unauthorised third party, the ticket(s) will become void and You will be refused entry.  

    • Your tour ticket (whether purchased directly from LTM or from an authorised third party agent) includes one half-price entry per ticket to London Transport Museum (one-day pass, applies to on the door price) valid for and to be used during a limited period as stated by LTM members of staff and in Your tour confirmation email. You cannot redeem this offer online, only in person at London Transport Museum and must bring with You the tour ticket to the London Transport Museum to enable You to receive this offer.  

    • The ticket(s) are not valid for travel on any part of the London Underground or Transport for London network. 

    • Lost tickets purchased directly from LTM will not be replaced. If You lose ticket(s) purchased from an authorised third party, You should contact the authorised third party regarding this.   

    • Booking dates and tour times are non- transferable. 

    • Ticket(s) will not be refunded if You cancel more than 14 days after You purchase Your ticket(s). 

    • LTM reserves the right to make any changes to the tour (including cancelling or postponing the tour at short notice) owing to unforeseen and unavoidable circumstances and events outside its control (including industrial action). 

    • LTM will endeavour to notify You via the LTM website (https://www.ltmuseum.co.uk) and/or the email address You provided on booking as soon as LTM becomes aware this is necessary. LTM will endeavour to reschedule the tour.  

    • You must ensure You provide LTM or the authorised third party from whom You purchased Your tickets with the most up to date contact details in case LTM needs to contact You.  

    • Where You have purchased Your ticket directly from LTM and LTM reschedules Your tour and You are unable to make it, LTM will only refund You Your ticket price. 

    • LTM will refund all the monies You have paid if LTM cancels the tour and does not reschedule it. LTM and the Authority Group will not be liable for any expenses You incur as a result of LTM’s postponement or cancellation of a tour. Where You have purchased Your ticket from an authorised third party agent, You should contact the authorised third party regarding rescheduled or cancelled tours. 

    • LTM and its service providers will use Your personal information for the purpose of administering the event You have registered or purchased a ticket for. This may include taking any payment, sending You Your tickets and event reminders and registering You on arrival at Your chosen event. LTM may also contact You for feedback after the event, so that LTM can learn what went well and what LTM can improve on in future. Your personal information will be properly safeguarded and processed in accordance with the requirements of privacy and data protection legislation. Further information is available on the LTM privacy page. 

    Conditions of Entry 

    • You must abide by the Tour Specific Terms and Conditions set out in Schedule 1. 

    • Admission to the event is at Your own risk. LTM and any member of the Authority Group shall have no liability whatsoever for any loss, damage or injury to person or property whatsoever caused. This does not exclude liability for death or personal injury caused by LTM’s or any member of the Authority’s Group’s negligence. LTM and the Authority Group takes no responsibility for any damage, loss or theft to Your personal belongings except due to LTM’s or any member of the Authority’s Group’s negligence. You must observe all applicable laws, byelaws, policies and announcements relating to the video conferencing system used to conduct the tour and the tour itself, as directed by LTM (or Authority Group) members of staff. 

    • If You do not follow any directions given by LTM or Authority Group members of staff or cause damage, nuisance or injury to another ticketholder or LTM or Authority Group members of staff, LTM or Authority Group members of staff at its absolute discretion may remove You from the tour.  

    • You will be removed from the tour if You appear to be under the influence of alcohol or illegal substances.  

    • All the content and material comprising the tour is copyright of LTM. LTM retains all rights to the intellectual property contained in the tour, including all video, images, script and documents comprising the tour. No intellectual property rights in respect of any element of the tour shall transfer to You and the event may not be recorded, shared, distributed or copied in any way by You or any third party. LTM reserves the right to request You delete or procure the deletion of any images, video/audio clips or similar which breach this clause. 

    • These terms represent the whole agreement between LTM and You, and supersede all previous discussions, correspondence, negotiations, previous arrangements and understandings.  

    • The agreement is subject to the exclusive jurisdiction of the laws of England and Wales. 

  • Hidden London in-person station and walking tours

    Entry as part of the tour will constitute acceptance of the following Terms and Conditions between London Transport Museum Limited (company number 06495761) of, 5 Endeavour Square, London, E20 1JN (‘LTM’) to provide the tour to you and your guest (s) (‘You’ or ‘Your’).    

    The tour 

    • Your tour duration will be stated on your ticket and on the website event listing.  
    • There are no cloakroom facilities available. For security reasons, LTM request no large or heavy bags are brought to the tour.   

    • For security reasons, bags may be checked as a condition of entry.  

    • No public toilets are available once on the tour route. 

    Accessibility  

    • Due to health and safety requirements LTM (or the Authority Group) will refuse entry if You are not wearing flat shoes. No heeled or open toe shoes are permitted. Feet must be fully covered.  

    • As this tour involves walking for the tour duration, it is advised that you have an adequate level of fitness to undertake this tour. 

    • Sturdy walking shoes are recommended. There are uneven underfoot conditions throughout the tour. 

    • Hidden London tours are best accessed via public transport and there is no on-site parking available. For the easiest way to get to Your tour meeting point, please visit https://tfl.gov.uk/plan-a-journey/ or contact TfL’s Travel Information Centre on 0343 222 1234. 

    • Only assistance dogs and support animals with prior permission from LTM are permitted on this tour.

    • Due to the nature of the tours, we are unable to accommodate visitors with wheelchairs. 

    Meeting Point 

    • You must arrive at the meeting point stated on your tickets and reminder email with Your ticket(s) 15 minutes before the start of Your tour to be issued with the relevant safety equipment and information.  If You do not arrive on time, You may be refused entry.

    • Your meeting point will be sent with Your ticket information and can be found on the website event listing at ltmuseum.co.uk/hidden-london

    Tickets

    • Tickets can only be purchased via the website ltmuseum.co.uk or third parties authorised by LTM.  

    • Tickets must be purchased in advance and payment must be made in full.  

    • Upon purchase directly from LTM, You will receive Your tickets(s) via email to the email address which You have provided. It is Your responsibility to check the accuracy of the details in advance of Your booking as mistakes cannot always be rectified, especially at short notice. Please note that ticket delivery methods may differ where tickets are purchased from authorised third parties.   

    • Entry to the tour is only granted to those in possession of a valid tour ticket. Only tickets issued by LTM or its authorised third-party agents are valid for this event. No re-admissions are permitted.  

    • All tickets are non-transferable and You must bring valid proof of ID (passport, photo driver’s licence or PASS card) including for children. Oyster zip cards will not be accepted as proof of age. Please be aware that a photograph on a screen of Your photographic ID is not acceptable, You must bring the original with You.  

    • Children under 14 years of age are not permitted to take part on station tours. Children under 9 years of age are not permitted to take part on the Secrets of Central London Walking tour. Under 17 year olds must be accompanied on the tour by an adult. Both children and adults must be in possession of a valid ticket. Children are entitled to Concession rate tickets. 

    • If Your ticket(s) are sold or transferred for commercial gain via an unauthorised third party, the ticket(s) will become void and You will be refused entry.  

    • Your tour ticket (whether purchased directly from LTM or from an authorised third-party agent) includes one half-price entry per ticket (with the exception of Down Street tours, which include one free entry per ticket) to London Transport Museum (one-day pass, applies to on the door price) valid for and to be used during a limited period as stated by LTM members of staff and in Your tour confirmation email. You must bring with You the tour ticket to the London Transport Museum to enable You to receive this offer.  

    • The ticket(s) are not valid for travel on any part of the London Underground or Transport for London network.  

    • Lost tickets purchased directly from LTM will not be replaced. If You lose ticket(s) purchased from an authorised third party, You should contact the authorised third party regarding this. Please retain Your ticket(s) at all times and be available for inspection by LTM or Authority Group members of staff (Authority Group means LTM, Transport for London, and as holding company of all its subsidiaries as defined in section 1159 of the Companies Act 2006 from time to time).   

    • Booking dates and tour times are non-transferable.   

    • Ticket(s) will not be refunded if You cancel more than 14 days after You purchase Your ticket(s). 

    • Due to unforeseen circumstances, certain aspects of the proposed tour may be unavailable or inaccessible and will therefore need to be removed or substituted on the day of Your visit. No refunds are payable in such circumstances.  

    • LTM reserves the right to make any changes to the tour (including cancelling or postponing the tour at short notice) owing to unforeseen and unavoidable circumstances and events outside its control (including industrial action and changes to government Covid-19 regulations). LTM will endeavour to notify You via the LTM website (ltmuseum.co.uk) and/or the email address You provided on booking as soon as LTM becomes aware this is necessary. LTM will endeavour to reschedule the tour.   

    • You must ensure You provide LTM or the authorised third party from whom You purchased Your tickets with the most up to date contact details in case LTM needs to contact You.  

    • Where You have purchased Your ticket directly from LTM and LTM reschedules Your tour and You are unable to make it, LTM will only refund You Your ticket price. LTM will refund all the monies You have paid if LTM cancels the tour and does not reschedule it. LTM and the Authority Group will not be liable for any expenses You incur as a result of LTM’s postponement or cancellation of a tour including but not limited to hotel and/or travel expenses. Where You have purchased Your ticket from an authorised third party agent, You should contact the authorised third party regarding rescheduled or cancelled tours.   

    • LTM and its service providers will use Your personal information for the purpose of administering the event You have registered or purchased a ticket for. This may include taking any payment, sending You Your tickets and event reminders and registering You on arrival at Your chosen event. LTM may also contact You for feedback after the event, so that LTM can learn what went well and what LTM can improve on in future. Your personal information will be properly safeguarded and processed in accordance with the requirements of privacy and data protection legislation. Further information is available on the LTM privacy page.  

    Conditions of Entry  

    • You must abide by the Tour Specific Terms and Conditions set out in Schedule 1.   

    • Admission to the event is at Your own risk. LTM and any member of the Authority Group shall have no liability whatsoever for any loss, damage or injury to person or property whatsoever caused. This does not exclude liability for death or personal injury caused by LTM’s or any member of the Authority’s Group’s negligence. LTM and the Authority Group takes no responsibility for any damage, loss or theft to Your personal belongings except due to LTM’s or any member of the Authority’s Group’s negligence. You must observe all applicable laws, byelaws and health and safety requirements, policies and announcements relating to the tour as directed by LTM (or Authority Group) members of staff.

    • If You do not follow any directions given by LTM or Authority Group members of staff or cause damage, nuisance or injury to another ticketholder or LTM or Authority Group members of staff, LTM or Authority Group members of staff at its absolute discretion may remove You from the tour.   

    • You will be refused entry to the tour if You appear to be under the influence of alcohol or illegal substances.  

    • You shall not bring on the tour or into any building any kind of weapon (potential or obvious), sharp objects, fireworks/flares, banners or offensive material, alcohol, any item that could pose a threat to the public, laser pens, CS/pepper sprays, Tasers, or professional audio visual or audio recording equipment. No tripods or similar equipment will be allowed onto the tour.  This list is neither exclusive nor definitive. We can refuse permission for You to take any item on the Tour if deemed unsuitable or unsafe. These items will be confiscated and returned to You at the end of the tour.    

    • Smoking, including e-cigarettes, is prohibited whilst on the tour. 

    • LTM or the Authority Group reserves the right to refuse entry to the tour at its absolute discretion.   

    • Photography, filming and audio recording is permitted for personal and non-commercial use only. Filming / video / audio clips may be posted on the internet including on social media platforms for non-commercial use only. Video clips/images and audio clips must contain no images/recordings of the public and LTM staff unless prior permission has been obtained, and video/audio clips must be no longer than 30 seconds in total length. LTM reserves the right to request You to remove the images or video/audio clips which breach this clause. All recordings and images are not to be reproduced publicly for commercial use without LTM’s prior written consent   

    • You consent to photographs being taken of You by LTM or Authority Group members of staff whilst on the tour. You consent to Your images being used by LTM or by the Authority Group for any promotional material.   

    • These terms represent the whole agreement between LTM and You, and supersede all previous discussions, correspondence, negotiations, previous arrangements and understandings.   

    • The agreement is subject to the exclusive jurisdiction of the laws of England and Wales.  

Complaints

  • Feedback

    At London Transport Museum we are committed to providing an excellent experience for our customers. We welcome all feedback to ensure continuous improvement of the facilities and services that we provide. You can contact us in any of the following ways:

    In person: a member of our team will listen to your feedback and take any immediate action necessary.

    Online: Please use our contact form.

    Email: [email protected]

    By phone: +44(0)20 3054 2594, Monday – Sunday 11:00 – 17:00

    By post: Customer Feedback, London Transport Museum, 39 Wellington Street, London WC2E 7BB

    We aim to respond to feedback within five (5) working days via the contact details you provide. We will supply a reference number for you to quote with any subsequent correspondence. We will always work as quickly as possible, but we may need to ask for your patience whilst performing our investigation and finding a suitable resolution.

  • Fundraising complaints

    Making a fundraising complaint

    London Transport Museum is registered with the Fundraising Regulator, an independent body that sets standards for charitable fundraising.

    Being registered with the Regulator means we pledge to stand by its Fundraising Promise and ensure that our fundraising methods are of the highest standard - always legal, honest, open and respectful.

    We hope you won’t ever have cause to make a fundraising complaint, but if you do want to contact us, we will always take your complaint seriously, with respect and in confidence. We will investigate your complaint thoroughly and fairly to find out the facts of the case, avoiding unnecessary delay.

    Once we receive your complaint, we promise to contact you within five working days. If the matter is complex, we will let you know how long we think our final response will take. We aim to respond in full to all complaints within 20 working days.

    If you are not satisfied with our response, please let us know and we will refer your complaint to the Museum’s Senior Leadership Team. If you are still not happy that your complaint has been fully dealt with, you can contact the Fundraising Regulator who will independently investigate your complaint.

    Contact us

    Email: [email protected]

    Please put ‘Fundraising complaint’ in the subject line and set out the details of your complaint in the body of the email.

    Postal address:

    Development team (Fundraising)
    London Transport Museum, Albany House, 98 Petty France, London SW1H 9EA

    Monitoring fundraising complaints

    Complaints made to London Transport Museum are monitored and reported to our Board four times a year. We keep a record of complaints received and include details in our Annual Complaints Return to the Fundraising Regulator. This does not contain any personal information but enables the Regulator to use the data charities submit to produce a report about complaints across the charity sector.

    Removing yourself from fundraising communications

    You can choose to stop all fundraising communication from us by submitting a request using the Fundraising Preference Service: https://public.fundraisingpreference.org.uk

London Transport Museum Shop

  • London Transport Museum Shop

    These terms and conditions apply to the use of London Transport Museum online shop (www.ltmuseumshop.co.uk).

    Please read through these terms and conditions carefully. You will be required to accept these terms and conditions in order to complete the ordering process on ltmuseumshop.co.uk. If you do access the website, and / or place an order, by doing so you agree to be bound by the terms and conditions as set out below.

    How to order

    All orders must be placed online through the website www.ltmuseumshop.co.uk using the shopping basket facility provided.

    Method of payment

    Payment is taken as soon as the order is received. You can pay either by VISA, MasterCard, Amex, Switch, Delta, ApplePay or Paypal. We are unable to accept Electron cards, cheques, cash, or postal orders for website orders through the post. Orders will only be processed if you provide the card holder’s name as it is shown on the card together with the postcode that appears on the card statement. No responsibility can be taken by London Transport Museum for incorrect or incomplete details submitted on the website.

    Card fraud is illegal and perpetrators will be prosecuted.

    Promotions

    If you have received a promotional code via one of our email newsletters this code can be used during checkout when buying from our online shop only. The promotional code should be added in the box clearly marked ‘Apply Discount Code’. Our system will automatically deduct the appropriate amount from you order. One offer/code may be redeemed per transaction. Discount codes can only be used on full priced items, excluding Art on the Underground collection.

    If you have received a voucher, leaflet, card or any other form of marketing material that includes a promotional code, this can be redeemed during checkout when buying online as above or can be redeemed in one of our stores by handing the voucher to a member of staff at the till when paying for your items. The member of staff will retain the voucher as it may only be used once.

    Unless otherwise stated all promotional codes apply to shop merchandise only*. Promotional codes may not be used to buy London Transport Museum admission tickets or in Canteen.

    *Promotion codes may not be available on all categories. For details on exclusions please email [email protected].

    Promotional codes are not applicable to discounted or sale products on ltmuseumshop.co.uk.

    ltmuseumshop.co.uk reserve the right to refuse an attempt to redeem a promotional code, voucher or any other offer if misuse is suspected.

    Delivery of large/heavy items overseas

    The delivery costs on large/heavy items may be revised, as export mailing costs cannot be accurately determined until the point of dispatch. If additional payment is required you will be contacted to discuss if you wish to proceed with the order and if appropriate, to take the payment.

    Pricing and Availability

    If one of our products is out of stock or unavailable we will endeavour to contact you to arrange a refund or alternative delivery date. London Transport Museum has a policy to adhering to manufacturers recommended retail prices. 

    Cancellation policy

    The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide the right to customers to cancel their order at any time prior to delivery and up to fourteen (14) working days after receiving the goods, starting on the day after you receive the goods.

    If you wish to cancel your order during the fourteen (14) day period please notify us by email at [email protected].

    If you have already received your goods, you must return the goods at your own cost, following the returns instructions below, within fourteen (14) working days of the cancellation date.

    Refunds will be made within fourteen (14) days of the cancellation date, to the card which you originally used for the purchase. During busy trading periods, refunds may take longer to process.

    Nothing in these conditions affects your statutory rights as a consumer.

    Our usual cancellation policy does not apply to framed and unframed prints made to order. If you decide to cancel your made to order framed or unframed print for any reason, it is unlikely we could sell it again at full price. Therefore, a 20% cancellation fee of the order price will apply.

    Returns policy

    We hope you will love what you have ordered but if for any reason you would like to return it, your item must be unused/unworn, and in the same condition as you received it. Information about returning items is outlined below.

    Please note, we do not offer exchanges. Items ordered online cannot be returned in our Covent Garden store.

    Returns instructions (for non-bespoke items)

    To make a return, please follow our instructions below:

    1. Email us at [email protected] within 14 days of receiving your good to notify us of the return.
    2. Return the item(s) to the address below including your order number, within 28 days of receiving the item(s). Clothing items which are being returned due to incorrect sizing can be returned opened as long they are unworn, and the tags are attached.
    3. The return shipment cost must be paid by you and is not covered by LTM, unless the item is faulty. We would recommend that you use recorded delivery.
    4. Once we have received the returned item we will issue you a refund within 14 working days (please refer to our returns instructions and refund policy for print to order prints and made to order furniture below) or replace it if you have requested this by email. *Refunds may take longer to process during busy trading periods*

    Please send package to:

    London Transport Museum
    PO Box 621
    York House, Wetherby Road
    York
    YO26 7NH

    Faulty items

    If you are reporting or returning a faulty item, please send an email along with a picture showing the fault to [email protected] and we will advise you further.

    Returning framed and unframed print to order prints

    If you decide to cancel or return your print to order framed or unframed print, a 20% cancellation fee of the order price will apply as our these are bespoke and made to order.

    Please note although most of our poster collection has been very well preserved, some original posters have only survived in a folded or damaged condition, and therefore the reproduction will copy their present condition. For artwork reproductions, minor damage on old posters is endemic and considered acceptable as a mark of authenticity and as a recognition of the patina of age.

    Please refer to the return instructions above and send the print to order print(s) to:

    LTM Online Shop Returns
    London Transport Museum Depot
    118-120 Gunnersbury Lane
    Acton Town
    W3 9BQ

    Returning large items

    This includes:

    • All made to order furniture
    • All decommissioned original signs
    • All recommissioned products

    For made to order furniture, a 20% cancellation fee of the order price will apply as these pieces are bespoke and made to order.

    If you wish to return an item listed above, please following the returns instructions and send the package to:

    LTM Online Shop Returns
    London Transport Museum Depot
    118-120 Gunnersbury Lane
    Acton Town
    W3 9BQ

    The item must be returned in the same condition as you received it, along with the accompanying certificate of authenticity (for Decommissioned items). Unfortunately we will be unable to issue refunds without the above conditions being met.

    Returning personalised products

    Our policy regarding cancelling or returning your order does not apply to personalised products unless there is a manufacturing error or product defect. Personalised products are unable to be exchanged as they are bespoke, made to order.

    If you wish to cancel your order containing personalised items, please notify us within 24 hours (on the same day of ordering) via email on [email protected]. We cannot guarantee your order will be cancelled if you contact us after the order date.

    Decommissioned Goods

    Decommissioned Goods should not be used for any commercial purpose. For commercial enquiries please contact Transport for London’s Commercial Department. Any unauthorised use of Transport for London’s copyright and trademarks is an infringement of Transport for London’s intellectual property and may lead to legal action and other remedies permitted under the Trade Marks Act 1994 and the Copyright Design and Patents Act 1988.

    Decommissioned Goods should not be used in breach of the intellectual property paragraphs set out below.

    It is your responsibility to ensure that the Decommissioned Goods are fitted and/or fixed in a safe and secure manner.

    The Decommissioned Goods are original authentic items and will bear the patina of service on the transport network. Scratches, abrasions, slight buckles and dents are all part of the authenticity of the Decommissioned Goods.

    We will not be held responsible for damage caused to the Decommissioned Goods once purchased.

    Decommissioned Electrical Goods

    Decommissioned Electrical Goods are sold in a decommissioned state and some may require complete rewiring and installation. They should only be wired by or under the supervision of a suitably qualified electrician. We will not be responsible for any damage caused to the Decommissioned Electrical Goods once purchased.  

    We will not be held responsible for any damage, loss, death or personal injury caused by any rewiring or installation conducted without the supervision of a suitably qualified electrician; and/or any negligence on the part of any suitably qualified electrician carrying out any rewiring or installation.

    Unless otherwise specified, copyright in all content featured on this website is owned by or licensed to Transport for London, or is used with permission from the owner.

    The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without the prior written permission of Transport for London, except when this occurs incidentally while using the site for private and non-commercial use.

    The Underground map and logo, New Johnston font, poster and photographic collections and trading names of past and present operating divisions and subsidiaries are protected by copyright and the Roundel in all its forms are also registered trademarks. A licence must be obtained from Transport for London’s Commercial Department before reproduction of any Transport for London intellectual property.

    Please note: any unauthorised use of Transport for London’s copyright and trademarks is an infringement of Transport for London’s intellectual property and may lead to legal action and other remedies permitted under the Trade Marks Act 1994 and the Copyright Design and Patents Act 1988.

    Complaints

    We aim to deal with all complaints as effectively as possible. In the first instance, your complaint may be sent to our customer services team via email, [email protected] or via our contact form.

    We aim to acknowledge any complaint made through the website by email within 5 working days, and to conclude our investigations as soon as possible thereafter. Telephone complaints will not necessarily be acknowledged by email prior to investigation. Our acknowledgement will always include the name of the person who is handling your case. A likely timescale for resolution will be provided upon request, but this timescale will be dependent upon the specific nature of the complaint. 

    Customs

    When ordering goods from ltmuseumshop.co.uk for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from ltmuseumshop.co.uk, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers to be aware that cross-border deliveries are subject to opening and inspection by customs authorities. Delivery times can be affected due to packages being inspected by customs.

London Transport Museum Library

  • London Transport Museum Library

    Library visits

    By booking an appointment to visit the Library you agree to be bound by the Terms of Use in our Book a Library visit form.

    Library website

    As well as the London Transport Museum terms and conditions outlined above, additional terms and conditions below apply to use of the London Transport Museum Library website. By using the website or registering for an account you agree to be bound by these terms and conditions. Registering for an account allows you to use personalised features such as saved searches.

    • I will comply with current UK copyright law. If I want to publish material from this site, I will abide by the conditions of use for that item and seek any permissions that are necessary.
    • I will acknowledge the source of the content in any published work, using the information in the conditions of use for that item.
    • I will not distribute content to third parties if doing so contravenes any of the above terms.
    • I will not use automated processing technologies unless otherwise agreed.
    • I accept that London Transport Museum Library takes every care to ensure that the information on the website is accurate and complete. Some of it may be supplied by third parties and we are unable to check its accuracy or completeness. You are advised to verify the accuracy of any information before relying on it. Further, due to the inherent nature of the internet, errors, interruptions and delays may occur in the service at any time.
    • I acknowledge that the website may contain links to third party resources and London Transport Museum Library does not endorse or accept any responsibility for their content.
    How your personal information will be used: 
    • London Transport Museum Library will keep the information you have provided to enable us to contact you in connection with it, and as a record that you have accepted our Terms of Use.
    • Also see our privacy policy.
    Variation of these terms and conditions 

    London Transport Museum Library reserves the right to vary these terms and conditions from time to time. Such variations become effective immediately upon publication. By continuing to use the website you will be deemed to accept such variations.

    If, for any reason, London Transport Museum Library believes that you have not complied with any of these terms and conditions, London Transport Museum Library may, at its sole discretion, cancel your access to the registration areas of the website immediately and without giving you any advance notice. 

    Further, London Transport Museum Library reserves absolutely the right to withdraw or suspend the website where it deems this to be necessary without notice and will not be liable to you for such unavailability.

Competitions

  • 2023 London Transport Dinner and Auction Terms & Conditions

    1. Entry is open to UK residents aged 18 or over excluding employees of the Promoter (being London Transport Museum), and/or anyone connected with the organisation of this promotion. The winner(s) will need to be able to provide proof of identity and age. 

    2. Purchase of a raffle ticket at the London Transport Museum Dinner and Auction on 1 November 2023 (the ‘’Event’’) (valued at £20.00 GBP per ticket) is necessary for participation in this prize draw. There is no limit placed on how many raffle tickets may be purchased by a participant in the prize draw.  

    3. The prize draw begins when announced on the evening of the Event and will run until it is announced closed on the evening of the Event, the prize drawn and winners announced. Entries must therefore be received during this timeframe only and no late entries will be considered.  

    1. The prizes for the prize draw includes one (1) main prize to be provided by Givergy UK, which entails the following conditions;  

    1. Accommodation in Budapest, Hungary to be provided by the Promoter for two (2) nights at the Aurea Ana Palace Hotel (located at Budapest, Akadémia u. 15-17, 1054 Hungary) and complimentary breakfast.  

    1. The winner must redeem the prize during the week (as in between Monday and Friday) or is liable to incur an additional fee to claim the prize on a weekend.  

    1. The winner acknowledges that the dates available to claim the prize are subject to availability and the offer is based on the condition of acceptance of a double room. The offer excludes flights and transfers, but these can be arranged by the Promoter at the request of the prize winner for an additional cost.  

    1. The winner accepts that if the prize has to be revoked by the Promoter for reasons out of the Promoter’s control (including but not limited to weather related reasons, an act of God or other unforeseen circumstances), the Promoter will offer a credit note to the winner, for the value of the prize offering.  

    1. The Promoter will offer the prize in good faith and the prize is non-refundable in any circumstances. 

    1. Upon the Promoter seeking formal confirmation of the personal details (and any associated payment to the Promoter for instance seeking to claim the prize on a weekend), the winner will be sent an e-voucher confirming the prize within 24 hours, whereby the winner will have one (1) year to claim the prize and up to two (2) years to redeem the prize offering from the Promoter.  

    1. By redeeming this prize, the winner agrees to the terms and conditions of the Promoter’s offering.  

    1. Other than the main prize as listed above, there will be two (2) prizes of smaller monetary value (up to the value of £10GBP) offered by London Transport Museum, which will be two pairs of Moquette socks. 

    1. Each prize will be held in one of three Moquette cube boxes. The winner of the main prize will be the participant who selects the correct prize box at random at the Event, following the successful selection of their raffle ticket by the hosts of the Event.   

    1. Winners will be notified at the Event, with the winner of the main prize receiving a subsequent email within five (5) business days following the Event.  

    1. The remaining two (2) smaller monetary value runner up prizes will be provided to the winners on the day of the Event.   

    1. The Promoter of the main prize draw is London Transport Museum (on behalf of Givergy UK)  

    1. There is no cash alternative to the prize(s) being offered. No alternative prizes are offered to those advertised as part of this Promotion  

    1. Entry into the prize draw implies acceptance of these terms and conditions. London Transport Museum reserves the right to refuse to award prizes to anyone found to be in breach of these terms and conditions. 

    1. These terms and conditions are governed by English Law and shall be subject to the exclusive jurisdiction of the English Courts.  

    Privacy statement

    Transport for London (TfL), its subsidiaries and service providers (which includes London Transport Museum), will use your personal information for the purposes of administering this competition, informing you if you have won and if so, issuing your prize. If you have previously registered as a customer with TfL we will also use this information to check that your existing contact details are up to date. Your personal information will be properly safeguarded and processed in accordance with the requirements of the Data Protection Act 1998. Details of London Transport Museum’s Privacy Notice can be found at https://www.ltmuseum.co.uk/privacy-and-cookies