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COVID-19 (Coronavirus)

Last updated: Friday, 3rd April

Visitor Information

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While there have been no reported cases of COVID-19 (coronavirus) at Warner Bros. Studio Tour London – The Making of Harry Potter, in accordance with Government guidelines, the Studio Tour is now temporarily closed.

For the well-being of our staff we have taken the decision to close our onsite Visitor Services centre with the team migrating to off-site working. As a result of this we apologise if we have been unable to contact you.

Our Visitor Services team is now able to refund your booking without the need to speak to you directly which will help us to reduce the time required to complete this process. As a result, we will no longer be attempting to call visitors to arrange refunds.

Our team is currently working to refund all outstanding bookings for visits between 17th March – 30th April inclusive and are prioritising these in order of visit date. Due to the very high volume of bookings, this process has taken longer than expected but we’re pleased to confirm that all refunds will be issued by 10th April. Once processed, this will appear in your account within 5-10 days.

If you used a gift ticket for a booking between 17th March – 30th April, we have cancelled these tickets and revalidated your gift tickets for a further 12 months. This has been processed automatically so there is no need for you to contact us to arrange this.

If you have purchased tickets or transportation packages via a third-party company, please contact them directly. Please note, refunds will not be given for any travel, accommodation or additional expenses.

If you would like to rebook your visit, we are accepting online bookings for visits after 30th June.

Thank you for your patience and we are very sorry for any inconvenience that this delay may have caused you. We hope to welcome you to the Studio Tour soon, further updates on our re-opening will be posted here on a regular basis.

More information about bookings for visits after 30th April will be provided should the Studio Tour remain temporarily closed beyond this date.

FAQS

How long will the Studio Tour remain closed?
We are continuing to monitor the situation closely and will post any updates on our website and social channels.

I have booked a ticket to visit between 17th March – 30th April, can I get a refund?
Yes. We want to reassure you that we will refund all outstanding bookings for visits between 17th March – 30th April inclusive, we are aiming to have this completed by 10th April. Our Visitor Services team is now able to refund your booking without the need to speak to you directly which will help us to reduce the time needed to complete the process. As a result, we will no longer be attempting to call visitors to arrange your refund.

If you used a gift ticket for a booking between 17th March – 30th April, we have cancelled these tickets and revalidated your gift tickets for a further 12 months. This has been processed automatically so there is no need for you to contact us to arrange this.

When will I get my refund, can you give me a timeframe?
Our team is currently working to refund all outstanding tickets for visits between 17th March – 30th April inclusive and are prioritising these in visit date order. So far we have processed over 30,000 bookings and are aiming to complete all refunds for this visit period by 10th April.

I have booked a ticket to visit between 17th March – 30th April, can I change the date of my visit?
Due to the very high volume of bookings, we have taken the decision to refund all outstanding bookings within this date range. This will ensure that we can refund visitors as quickly as possible. If you would like to rebook, we are currently accepting online bookings for visits after 30th June.

I have booked a ticket to visit after 30th April, can I get a refund or change the date of my visit?
We are currently prioritising visitors with bookings between 17th March – 30th April inclusive. More information about bookings for visits after 30th April will be provided here on our website and our social channels should the Studio Tour remain temporarily closed beyond this date.

Can I book a ticket for later in the year?
Yes, we are currently accepting online bookings for visits after 30th June. However, if the situation changes, updates will be posted on our website.

I have booked a ticket through a third-party agent, can I still get a refund?
If you have booked a ticket through a third-party agent, please contact them directly. Please note, refunds will not be given for any travel, accommodation or additional expenses.

Why is there a difference between the amount I was charged in my local currency when I made my booking and the amount that has been refunded to me?
Any bookings that are refunded into local currencies will be made at the corresponding exchange rate at that time, which is subject to variation. We always refund the full amount in GBP and unfortunately aren’t able to affect the exchange rate at the time.

I have an unredeemed gift ticket that’s due to expire, will this be extended?
If you have a gift ticket that is due to expire before 30th June 2020, this will be extended to be valid for an additional 12 months from the original expiry date. This is an automatic process and there is no need to contact us to extend your gift ticket. You will retain your original booking reference number.

I have an unredeemed gift ticket that’s due to expire between 1st July – 31st December, will this be extended?
At the moment, we are extending gift tickets that are due to expire before 30th June. If the Studio Tour remains closed for a longer period of time, we will provide further updates via our website.

Can I receive a refund for gift tickets if I used these to book a visit between 17th March – 30th April inclusive, but am no longer able to use them?
If you used a gift ticket for a booking between 17th March – 30th April, we have cancelled these tickets and revalidated your gift tickets for a further 12 months. This has been processed automatically so there is no need for you to contact us to arrange this.

I was due to visit before the 17th March but was unable to attend due to COVID-19. Can I have a refund or change my visit date?
Yes. Any visitors who were unable to travel due to the current situation prior to the 17th March, can either refund or rebook their tickets free of charge. We are currently prioritising visitors with bookings between 17th March – 30th April.

Once the Studio Tour re-opens, please contact us with your original booking reference number and our team will be happy to help.

If you have booked a ticket through a third-party agent, please contact them directly. Please note, refunds will not be given for any travel, accommodation or additional expenses.

How can I contact you about a question not covered here?
We are expecting a high volume of emails. A member of the Visitor Services team will respond as soon as possible however, please expect a delay in our response as we work through our correspondence. For the well-being of our staff we have taken the decision to close our onsite Visitor Services centre with the team migrating to off-site working. As a result, we are no longer able to accept calls and our phone lines are closed.