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Coronavirus / COVID-19 Update

PAGE LAST UPDATED:  20 July

In line with current Government safety advice, we have implemented a number of measures to ensure guests and staff are kept safe.

If you have a booking affected due to COVID-19 please do not visit and instead contact our customer services team and we will rebook your tickets for a future date. If you booked or purchased a voucher via a third party, you will need to contact your agent to discuss your options.

Please check opening dates and times before visiting.

WE’RE GOOD TO GO

We’ve been accredited with an industry standard ‘We’re Good To Go’ badge by Visit England. This recognises the venue has taken all the necessary steps and precautions and is adhering to mandatory Government guidelines to ensure the venue is a safe place to visit.

 

BEFORE YOU VISIT

If you have any symptoms of COVID-19 or have been in contact with someone who has COVID 19 please do not visit. Instead, please contact our customer services team and we will rebook your tickets for a future date. If you booked or purchased a voucher via a third party, you will need to contact your agent to discuss your options.

 

SOCIAL DISTANCING

Although social distancing rules no longer apply, we have kept a one-way system in place to encourage a smoother and safer experience whilst visiting and safety screens will remain in place in certain areas.

Our lifts are now operating at full capacity so please be prepared to share with others. If you require assistance to make your journey in our lifts more comfortable, please speak to a member of staff prior to entering the lift.

FACE COVERINGS

The use of face coverings is optional for both our guests and staff.

 

CAPACITY

A reduced capacity remains in place which will be gradually increased to pre-lockdown levels over the coming weeks.

Our lifts are now operating at full capacity so please be prepared to share with others.

 

15-MINUTE TIME SLOTS

Arrival time slots are allocated in 15-minute windows. This will spread arrivals more evenly throughout the day. Once inside, you may stay as long as you wish, until closing.

 

ADVANCE PURCHASE

We advise you to pre-book to secure the best ticket availability. Same day bookings can be made online and in person, although ticket availability is likely to be low.

If you have an open dated gift voucher, a gift ticket or a voucher issued by a third party that does not allow pre-booking, tickets will be allocated upon arrival, subject to availability.

CARD PAYMENTS ONLY

We no longer accept cash payments. All payments you make in our gift shop, photo point, ticket desk and bars will need to be paid by credit/debit card, Apple Pay and Google Pay.

The contactless limit throughout our venue is £45.

 

BAR SERVICE

As well as offering a mobile ordering service accessible via QR code at every table, guests can now order drinks directly from and congregate at our bars. Servers will be able to take manual orders.

There is no longer a requirement for guests to consume food or drink whilst sat at a table.

Please note, tables are generally reserved for guests with certain drink packages. Therefore, during busier times such as evenings and weekends, seating may be limited and there may be a long wait for a table. You are however free to consume drinks whilst walking around the venue and taking in the stunning views of the city. 

ENHANCED HYGIENE

Please make use of our hand sanitiser stations available throughout the venue. Our loos-with-a-view on level 68 not only do they have superb views ideal for capturing an Instagram selfie, but they also have plenty of soap and hot water for hand washing too. We’ve also stepped up our cleaning regime, with more frequent and deeper cleans.

 

ENJOY

Most importantly enjoy your visit. Come and celebrate our wonderful city of London safe in the knowledge you are in good hands. Our team will be available to help and guide you should you have any questions or concerns.

 

COVID-19 Related FAQ's

  • Are you open?
  • I had tickets booked for a visit during a period of closure. What should I do?

    All customers who booked directly with The View from The Shard and had tickets to visit within this period should now have been contacted by our customer care team and offered a revisit voucher.

    Customers who have not booked directly should contact the relevant agent to discuss their options.

    Please visit our contact us page if you need to discuss a booking amendment.

  • Do I have to wear a face covering?

    The use of face coverings is optional for both our guests and staff.

  • Can I book a ticket for a visit later in the year?
    We are now accepting bookings for visits until the end of the year.
  • Can I get an extension on my open dated gift ticket?
    IMPORTANT INFORMATION FOR GUESTS WITH UNUSED OPEN DATED GIFT TICKETS PURCHASED DIRECTLY FROM US:
    In view of the current situation, we are making some changes to the validity dates of unused open dated gift tickets that have been purchased directly from us.
     
    Please check the expiration date shown on your open dated gift ticket, and:
    • if you have an open dated gift ticket that shows an original expiration date of 16 March 2020 or later – these vouchers will now be accepted until 30 November 2021. The extension has automatically been applied to these vouchers.
     
    OR
     
    • if you have an open dated gift ticket that shows an original expiration date of 1 December 2021 or later – these vouchers will continue to be accepted until the date shown on the voucher.
     
    Please note, these extensions apply to open dated gift tickets purchased directly from us. If you purchased a voucher from a third party, we advise you to contact your agent to discuss the options available.
  • I have an unused Gift Ticket / Complimentary Ticket that expired during your period of closure. What should I do?
    IMPORTANT INFORMATION FOR GUESTS WITH UNUSED OPEN DATED GIFT TICKETS PURCHASED DIRECTLY FROM US:
    In view of the current situation, we are making some changes to the validity dates of unused open dated gift tickets that have been purchased directly from us.
     
    Please check the expiration date shown on your open dated gift ticket, and:
    • if you have an open dated gift ticket that shows an original expiration date of 16 March 2020 or later – these vouchers will now be accepted until 30 November 2021. The extension has automatically been applied to these vouchers.
     
    OR
     
    • if you have an open dated gift ticket that shows an original expiration date of 1 December 2021 or later – these vouchers will continue to be accepted until the date shown on the voucher.
     
    Please note, these extensions apply to open dated gift tickets purchased directly from us. If you purchased a voucher from a third party, we advise you to contact your agent to discuss the options available.
  • I have recently purchased an Annual Pass – when can I collect and activate this?

    The 12 month validity of your Annual Pass will only start once you have collected and activated your pass on your first visit.

    In view of the current situation, we have extended the window in which you have to collect your pass to 30 November 2021.

    If you already have an Annual Pass which you have been unable to use, once we reopen, please visit the Fast Track ticket desk where a Guest Ambassador will be able to extend the validity of your pass relative to our period of closure.

  • I already have an Annual Pass - can I get an extension?

    Of course.

    Please visit the Fast Track ticket desk where a Guest Ambassador will be able to extend the validity of your pass relative to our period of closure.

  • I have an unused open ticket from a third party that expires during your period of closure. What should I do?

    You will need to contact the issuing company to discuss options for extending the validity of your voucher.

  • I booked/purchased via Virgin Experience Days and I am unable to visit. What should I do?
  • I have a Buyagift / Red Letter Days voucher and I am unable to visit. What should I do?
  • Can I book using Tesco Clubcard Rewards codes?

    Yes. You may obtain your codes from Tesco and use them to book a dated ticket online.

    Please note; we will no longer accept Tesco Clubcard Rewards codes at our on-site ticket desk; advance booking online is now mandatory should you wish to use Tesco Clubcard Reward codes.

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