Ticketing
I have booked the wrong date, what can I do?
You can change the date and time of your tickets (subject to availability and matching ticket type) from the My Tickets and View Order page of your Universe account.
Are tickets refundable?
Tickets are non-refundable unless your session is cancelled or rescheduled; however, you can change the date and time of your tickets in your Universe account.
Are tickets available on the door?
Yes, tickets can be purchased on the door; however, tickets are subject to availability, and guests with timed-entry tickets have priority, so we recommend buying tickets online in advance.
Can I transfer my tickets to another person?
If you would like to transfer the ownership of your ticket to another person, you can do so from your Universe account. Tickets can only be transferred individually. Once a ticket has been transferred, this cannot be undone.
I can't find my tickets, what can I do?
If you cannot find your tickets, first check your email for the confirmation sent immediately after booking. If you still are not able to find your tickets in your email inbox, please check your spam/junk/promotions folder, or any alternative email addresses you may have used. Tickets are sent from tickets@universe.com. You can also access your tickets by logging into your Universe account.
Do I need to print my ticket?
We can scan your ticket directly from your mobile device, so please save the paper and ink and don't print your ticket unless you have to.
Do you offer a discount for children?
Discounted tickets are available for children aged between 4 - 15. Children under the age of 4 get in for free when accompanied by a parent or guardian (up to 4 tickets per booking).
Is there a concession or child VIP ticket?
Everyone can buy a VIP ticket but no discounts are possible for children or concessions. If you have a child in your group who is 15 years or younger or requires a carer, they can benefit from the queue skip but will not be eligible for the merchandise within the VIP package.
Do you offer group tickets?
For group bookings of 25 or more people, please email ukandi@friendstheexperience.com
Do you offer tickets for Carers?
Guests requiring assistance throughout the experience are entitled to one Complimentary Companion ticket. Proof of disability will be required upon entry. A Complimentary Companion ticket can only be booked with at least one paid entry ticket. Please note that as children under 11 are entitled to free entry, a Complimentary Companion ticket will not be available in this instance.
Required proof of entitlement:
Letter/notice of entitlement for Disability Living Allowance, Blue Parking Badge, DID or Access Card, Personal Independence Payment (PIP), Freedom Pass, letter from a medical professional, any international equivalent.
Do you sell gift vouchers?
We do not offer gift vouchers at this time.
Can I bring food & drink to the experience?
Food and drink are not permitted inside the experience. After the spaghetti sauce stain on the couch, this rule is at Monica's insistence! Resealable bottles of water are permitted.
Is photography and video allowed?
You’re encouraged to take photos and videos throughout the space! Remember to share your photos on social media with #FriendsTheExperience so we can see them! Photo Equipment, such as tripods, light stands, and reflectors, are not permitted inside.
We also have premium photo opportunities available at various locations throughout the experience. Digital and printed photos are available to purchase for that perfect FRIENDS™ memento!
What time should I arrive for my scheduled session?
Please arrive 10 minutes before your time slot. Guests will be admitted up to 15 minutes after the time started on the ticket.
Do you accept cash?
We do not accept cash. All forms of cashless payment are accepted.
Are pets allowed?
We love our furry friends; however, pets are not permitted inside. Service animals are welcome.
Will there be merchandise for sale?
Of course! The FRIENDS™ Experience Store will be open to the public and ticketed guests any time The FRIENDS™ Experience is open! Please keep in mind we have strict capacity limits and will admit Guests to the store as capacity allows.
Will restrooms be available on site?
This venue has restrooms with accessible and baby changing facilities.
Is there somewhere to store luggage?
We do not have luggage storage at The FRIENDS™ Experience, but there are cloakrooms within the main ExCeL building, located on level 0 (down the stairs, in between hall entrances N4 & S4) and at the east end of the venue on level 0.
Accessibility
Do you offer tickets for Carers?
Guests requiring assistance throughout the experience are entitled to one Complimentary Companion ticket. Proof of disability will be required upon entry. A Complimentary Companion ticket can only be booked with at least one paid entry ticket. Please note that as children under 11 are entitled to free entry, a Complimentary Companion ticket will not be available in this instance.
Required proof of entitlement:
Letter/notice of entitlement for Disability Living Allowance, Blue Parking Badge, DID or Access Card, Freedom Pass, letter from a medical professional, any international equivalent.
Is the experience wheelchair accessible?
The FRIENDS Experience is wheelchair accessible. If you think you may require additional assistance, please email ukandi@friendstheexperience.com
Are wheelchairs available to rent?
Wheelchairs and mobility scooters are free to hire at the ExCeL. They are subject to availability to please use this link to select the dates and aid that you need.
Wheelchairs and mobility scooters can be hired free of charge from ExCeL and can be pre-booked in advance. They are subject to availability so please email info@excel.london with the date/time of your planned visit and they will confirm if there is one available for you to hire.
Are guide and assistance dogs allowed?
Yes, Guide and Assistance dogs are allowed.
Is there parking at the venue?
There are 80 bays suitable for disabled drivers across the Orange car park at the ExCeL.