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Before contacting our Support Center, we recommend reading our Frequently Asked Questions; many of your questions will be answered there.
Once payment is complete you will receive an email with your purchase details and your booking code. If you bought several products, you will get a separate email for each one.
Go to the DOWNLOADS section of our website. To reach the ticket management page you will need your booking code and the email address you bought with.
If you cannot find the message, check your spam folder before writing to us: that is where it almost always is.
Yes, that is correct. For round-trip purchases, a single ticket is sent for each passenger (if you purchased 4 adult tickets you must receive 4 tickets) and it must be used for both the outbound and return trips.
The same ticket (QR) is valid for both the outbound and the return.
To ensure the highest email deliverability, we do not send any attachments in the confirmation email. Your booking code will appear in the email.
Use the booking code together with the purchase email to access the ticket management page.
(You can keep the image/screenshot you had in WordPress here if you need it.)
The ticket shows the ticket generation date, not the date of use.
From the date shown on the ticket, you have 90 days of validity to use it.
Once payment goes through you will receive a confirmation email showing your booking code.
Use that booking code together with the email address you bought with to access the ticket management page.
The code also appears on the PDF ticket itself, at the top, next to the date of use.
Once issued, tickets are fully valid for use. Present them directly at the monument entrance or at the pier, depending on which product you bought.
If you are told at the entrance that your ticket is not valid, do not buy another one on the spot: call us on +34 610 00 66 33 from there and we will sort it out immediately. We hold the record of your booking and can confirm it.
No, it is not necessary to specify either the date of travel or the route, because our tickets are open.
You can use your ticket at any time during the validity period, on any day, at any time and for any route.
A one-way ticket (“one-way only”) allows you to take one trip (from the airport to Paris or vice versa) within the 90-day validity period.
A “round-trip” ticket allows you to take two trips within the 90-day validity period. Using a round-trip ticket as a one-way ticket is not allowed; at least 24 hours must pass before using the round-trip ticket for the second time.
The payment transaction is carried out outside our website through the payment platform managed by Banco Sabadell, in a secure environment for our customers.
We accept payments by VISA and MasterCard credit cards, as well as any other payment method supported by Banco Sabadell’s Virtual POS platform.
For your security, all purchases require customer payment authentication, so please make sure you can verify the payment before starting the purchase process.
CHANGES
No changes are required because tickets are open. You can use your ticket at any time, on any day, at any time and for any route as long as it is within the validity period.
CANCELLATIONS
*the refund period may be affected by holidays or staff vacations.
It depends on the product. At the Arc de Triomphe, your ticket gives access to the monument within its opening hours; arrive with time to spare, as last admission is 45 minutes before closing.
For the Seine river cruise there is no assigned time: your ticket is valid for any departure on your chosen day, with boats leaving every 45 minutes during the day and every 30 minutes from 16:00. Turn up at the pier whenever suits you and board the next one.
Sometimes, due to lack of coverage on the customer’s phone, the phone being unusable or out of battery, or blocks by firewalls or antivirus software, the customer may not be able to access the tickets for use.
Please note that technical issues may also occur when generating tickets, which can cause delays in generation and delivery. In these cases, if after 30 minutes you still cannot download your tickets or you need them urgently, please contact our Support Center and we will send the tickets as soon as we locate your purchase. Please do not make another purchase.
Please provide your booking code (if you received the purchase confirmation email) and your email. If you also provide the purchase date and the last 4 digits of the card used for payment, it will help us locate your tickets faster.
Your ticket can be used in two ways:
There is no need to print it: the code scans straight from the screen. Download it before leaving your accommodation, in case coverage is poor at the entrance.
At the Arc de Triomphe there is no left-luggage facility and large suitcases will not pass security. Pushchairs cannot go up either, as the terrace is reached by a 284-step spiral staircase.
On the cruise you may bring hand luggage, but there is no hold or storage on board. If you are arriving in or leaving Paris the same day, leave your bags in a station locker beforehand.
The cruise sails regardless: the boats have a glazed indoor area as well as the open deck, so rain does not stop the trip.
The Arc de Triomphe terrace is open-air and the monument may close it temporarily in a storm or high winds. As that is the monument's own decision, it is best to check its official website on the day or call us for help.
On the Seine cruise, infants travel free when accompanied by an adult; for children there is a reduced fare you select in the booking form.
At the Arc de Triomphe, under 18s enter free, but note that pushchairs cannot go up: it is 284 steps on a spiral staircase, so with a baby you will need a carrier.
At the Arc de Triomphe, visitors with a disability and one companion enter free on presentation of proof. Important: the monument's lift is currently under maintenance and the terrace is reached by stairs only.
For the Seine cruise, contact us before booking with the day and time you have in mind and we will confirm access conditions at the pier and on board.
If your question or issue has not been resolved, open the section that matches your type of issue or contact our team so we can help you.
To locate your order faster, we recommend including the following information in your request:
We can only support purchases made on our website. If you did not buy the tickets on our website, you must contact the company that sold you the tickets to resolve your issue.
If you bought the tickets on our website, you will have received an email with a link to access the ticket download page. You can also access the download by clicking the Continue button at the end of payment.
Check your SPAM folder. Although the email usually arrives in under 1 minute, it can sometimes be delayed. If it’s not an emergency, wait up to 30 minutes. If you still haven’t received it after that, contact our Support Center.
You can download tickets from Downloads or from the form above. Enter the email used during purchase and your booking code, and you will be able to download the tickets immediately.
If you don’t know your booking code, click the Recover booking code button and we will resend the email with your download link and code.
If the email address was entered incorrectly during the purchase process, you will not receive the confirmation email (it will be sent to a different address). Contact our Support Center as soon as possible and provide as much information as you can to locate the purchase:
If payment was not completed successfully, you will receive an email informing you that the payment did not finish. Before buying again, check with your bank that the charge was not made.
Sometimes, for security reasons, the bank may hold the money without completing the transaction (we do not receive the amount). Locate the charge receipt and contact support so we can check the status.
If your bank has held the money (we have not received it), it will become available in your balance again within a few days. If you have doubts, contact your bank directly.
Please note that once tickets are generated, they cannot be cancelled and the money cannot be refunded. If you are unsure whether the charge was made, contact our Support Center before making a new purchase.
If you followed these recommendations and still don’t have your tickets available, open a case (ticket) with our Support Center.
To speed up processing, include: booking code, purchase email, purchase date and the last 4 digits of the card.