Frequently Asked Questions

• What are your opening times?

For ZSL London Zoo - Our opening times vary throughout the year - view the full list here. 

For ZSL Whipsnade Zoo - Our opening times vary throughout the year - find out more here. 

• How much are tickets to the Zoos?

Our ticket prices vary at each Zoo and throughout the year, you can see the prices on our booking page.

• Can I buy tickets when I arrive?

No, we ask that you book your tickets in advance of your visit to help us manage numbers, for the time being.

• I have tickets booked for certain day – can I change the date we use them?

Tickets are non-refundable, non-exchangeable as per our T's & C’s so pre-booked tickets are only valid on the specified date.

• I am bringing children with me who are under three. Do I need to pay for them?

Children under the age of 3 years are entitled to free entry to both of our Zoos. Please ensure you book a ticket for them when you book yours so that we know how many visitors to expect.

• I have a London Pass – can I get in free? (ZSL London Zoo only)

This partnership is temporarily suspended.

• How do I use National Rail’s 241 offer? (ZSL London Zoo only)

This promotion is temporarily suspended.

• How do I redeem my BuyAGift voucher?

We are temporarily not accepting BuyAGift vouchers.

• How do I redeem my Leisure Voucher?

This promotion is temporarily suspended.

• How can I use my Tesco Clubcard points? Do you still accept Tesco paper vouchers?

This promotion is temporarily suspended.

• Can I use my Blue Peter badge to obtain free entry? What do I need to show for this?

This promotion is temporarily suspended.

• Can I store my luggage when I visit?

The self-service lockers at ZSL London Zoo are temporarily out of service.

We do not currently have self-service lockers for hire at ZSL Whipsnade Zoo.

• Can you hire wheelchairs?

Yes, wheelchairs are available for hire from both ZSL London Zoo and ZSL Whipsnade Zoo on a first come, first served, basis. Alternatively, you call ahead and reserve one of our wheelchairs in advance via 0344 225 1826. You’ll need to pay a £25 deposit when hiring a wheelchair, but this will be refunded after the wheelchair is returned to Zoo staff undamaged.

Alternatively, a mobility scooter is available on a first come, first served basis for a charge of £20 plus a refundable deposit of £30. 

• Can you hire prams?

Pram hire is temporarily unavailable.

 

• Can you hire trikes?

Trike hire is temporarily unavailable.

• Do you offer a discount for students?

If you are a UK or international student then you will be entitled to our concession rate ticket, please remember to bring any valid ID with you that shows you are a student, with your pre-booked ticket on arrival, to guarantee entry.

• I have a disability. What tickets do I buy?

Adult and child guests who are registered disabled are entitled to our disabled adult or child ticket rates. An essential carer enters free with each ticket. To collect the essential carer ticket, please make sure you bring along your supporting documents that shows you require a carer as well as a copy of your ticket that you have purchased in advance. These may include the following:

• Disability Allowance Letter
• PIP letter
• Freedom pass
• Any other appropriate supporting documentation as issued by your local authority

• Can I bring a guide dog into the Zoo?

Assistance dogs are not permitted at ZSL Whipsnade Zoo. At ZSL London Zoo, assistance dogs are permitted within certain criteria. Please see London Zoo's accessibility page for more information.

• Do you do discounts for NHS and military staff?

Unfortunately we do not currently offer any military or NHS discount.

• Are there accessible facilities available at your Zoos?

We work hard to ensure both ZSL London Zoo and ZSL Whipsnade Zoo are accessible for all visitors. Please see more information about accessibility at ZSL London Zoo here, and ZSL Whipsnade Zoo here.

• The tickets say my name on, can anyone use them?

This will not affect entry for the person using the ticket.  The name of the purchaser will always be on the ticket when processed; however this can be different to the person using the ticket as long as they have it with them on arrival. If you are a member and you have pre-booked a slot, you are not able to transfer this ticket to anyone else.

• Do I need to print my tickets?

As long as you have purchased your tickets directly from ZSL via our website or phone line, you do not need to print your tickets; they will be accepted when displayed on smart devices such as phones or tablets.  Simply download your tickets and present the relevant barcodes to a member of our admissions team on arrival.

We are not currently accepting tickets purchased from third-party companies.

• Can I buy tickets and Experiences as a gift?  Do I receive anything in the post?

We do offer gift vouchers for our experiences; when these are purchased you will receive a voucher in the post, themed to fit with the experience.  The vouchers are valid for 1 year from the date of purchase during which time it will need to have been booked and redeemed.

We also offer flexi ticket vouchers which are open-ended tickets valid for a single visit within 1 year.  To redeem a flexi voucher, you will need to go through the normal ticket booking process and use your flexi voucher code at checkout instead of paying. Full instructions are issued when you buy a flexi ticket voucher.

• Is ZSL part of Merlin?

ZSL is not under the Merlin Group; therefore we do not accept Merlin passes.  ZSL is a conservation charity and so for those wishing to support us whilst enjoying the benefit of entry to both our Zoos, we do offer annual memberships.  For more information, please visit our membership page.

• Where can I buy food at the Zoo?

We have a variety of pop-up outdoor food outlets at both London and Whipsnade that offer a selection of food options,

• Can you bring a picnic into the Zoo?

You are welcome to bring your own picnics and we provide picnic tables around both of our sites for you to use.

• Where can I park my car?

ZSL London Zoo

Parking is available in the Zoo’s Gloucester Slips car park at a cost of £14.50, payable on the day. We are outside the London Congestion Charging Zone. Parking is also available on Outer Circle just by the zoo and at car parks in the local area. Please see parking information for more details.

ZSL Whipsnade Zoo

ZSL Whipsnade Zoo has a large, free car park just outside the zoo.

• Do your car parks have height restrictions?

No, neither the car park at ZSL London Zoo or ZSL Whipsnade Zoo have height restrictions.

• When do the car parks open/close?

The car park at ZSL London Zoo is open from 9am while, the car park at ZSL Whipsnade Zoo is open from 8am, with each car park closing roughly an hour after the Zoo closes.

• Are all animals on show?

Your great day out is of paramount importance to us. However, so is the welfare of our animals and on occasions, we may have some important care that we need to do for our animals, that requires them to remain off show.

• Are any of the enclosures closed in the winter months?

Some of our animals do like to stay indoors when it is a bit colder or wet outside and as such, we have indoor viewing areas for most of our enclosures.

• How do I report lost property?

To report a lost item at ZSL London Zoo, please fill out our lost property log, and one of the team will get back to you if it's been found.

To report a lost item at ZSL Whipsnade Zoo, please fill out our lost property log, and one of the team will get back to you if it’s been found.

• What is ZSL?

ZSL (Zoological Society of London) is an international conservation charity.  Our vision is a world where wildlife thrives and we're working every day to achieve this.  From investigating the health threats facing animals, to helping people and wildlife live alongside each other, we are committed to bringing wildlife back from the brink of extinction.  Through the work of our pioneering scientists, our dedicated conservationists and our unrivalled animal experts in our two zoos, we guide and enable others in the UK and all across the world.  Inspiring, informing, empowering - working for wildlife.  Find out more about ZSL.

• My preferred experience is booked up, do you have a waiting list?

Unfortunately we do not hold a waiting list for our experiences. If we do get cancellations, the tickets will be re-released for public sale. Please check the website to keep an eye on updates, call us on 0344 225 1826 or email us.

• How many people can stay in on an overnight lodge experience?

Our lodges, both Lookout Lodges at ZSL Whipsnade Zoo and Gir Lion Lodges at ZSL London Zoo, are designed to sleep a maximum of two adults and two children aged between five and 13 years. Any child over the age 13 will classify as an adult.
 

• Why can’t I have more than 2 adults in 1 lodge?

This is due to the sizing of the sofa bed. The sofa bed is small and only designed for children aged 5-13 years. We can only cater to a maximum of two adults and two children between the ages of five and 13 (or 1 adult and 3 children) in each lodge.

• Are the lodges Wheelchair Accessible?

Gir Lion Lodges at ZSL London Zoo has one lodge which is fully-accessible for wheelchairs. This lodge has two zip lock twin beds (can be converted to a double) and an accessible en-suite with shower. It can accommodate a maximum of 2 adults (or 1 adult and 1 child) and 1 additional child, due to the size of the sofa bed. 
  
Lookout Lodges at ZSL Whipsnade Zoo have a double and a twin lodge that has level access for wheelchair users, who are able to bring along a carer and we have a disabled toilet a short walk from the lodge area available, but no wheelchair-accessible shower. These can be booked online by selecting the wheelchair user option  .
Please call us on 0344 225 1826 or email us to advise us of any specific requirements that you may have. Please note that if no wheelchair user option is displayed, this indicates that we have sold our accessible lodges already. 

 

• Do you offer concession tickets for overnight lodge experiences?

We do offer a single occupancy rate for those who wish to stay in a lodge on their own. Single occupancy or disabled guests attending with a carer are entitled to a 30% discount on the full-paying price of two guests. This can be booked online by selecting the relevant ticket type. 

• What are the age restrictions on the lodges?

On adult only nights, guests aged 14 years and over, are welcome to attend with an accompanying adult. The accompanying adult must be over the age of 18.
On family nights, children aged 5 - 13 are welcome to attend and must be staying in a lodge with an accompanying adult. Children under 5 are not able to attend.
Each lodge can accommodate 2 adults, or 1 adult and 1 child, plus a maximum of 2 additional children. The accessible lodge can accommodate 2 adults or 1 adult and 1 child, plus a maximum of 1 additional child. The additional child will sleep on a pull-out sofa bed and must be aged between 5 and 13 years of age.
Young adults aged 14-17 years are welcome to stay in a lodge on their own but must have an accompanying adult aged over 18 years old staying in an adjacent lodge on the same night.

• What is the age restriction on the Junior Keeper for a Day experience?

Participants must be aged between 11-15 years old at the time that they participate in the experience. People over the age of 16 years old can participate on our Adult Keeper for a Day programme.

• What are the age restrictions on Meet the Animals?

We have several different Meet the Animals experiences across both our Zoos and the age restrictions vary depending on the experience. Please visit our ZSL London and Whipsnade Zoos experience pages for more details. However, any child under the age of 16 will need to be accompanied by a parent or guardian over 18, to take part in the experience

• Can my carer take part in the experience?

All guests who are registered disabled will be entitled to have a free carer accompany them during the experience. They will not be able to take part in the experience but will be there for your support.

• How far in advance do I need to book an experience?

All of our experiences are very popular and can get booked up far in advance. We recommend booking early to avoid disappointment.

• Do you have ZSL Member discount on experiences?

We offer 10% discount to ZSL Gold Members on all experiences booked directly with us, on your chosen date, subject to availability. This discount does not apply to open-ended vouchers.

• Can I change the date on my experience voucher?

A full refund will be made on open-ended vouchers, providing a date has not been booked and the voucher has more than three months until expiry.
Once a date has been booked for Keeper for a Day (adult and Junior), Photography workshops, ZSL London Zoo Lodges and Lookout Lodge, a full refund or date change can be provided as long as it is a minimum of 2 months before the date of the experience.

Once a date has been booked for BedBUGS sleepovers, Camping Experiences, Friendly Spider Programme or Meet the Animals experiences, a full refund or date change can be provided as long as it is a minimum of 14 days before the date of the experience. After this time, only exceptional circumstances will be considered for date changes, extensions or refunds. 
All refunds are made to the card that the experience was purchased with. The participant’s name can be exchanged providing ZSL is given a minimum of seven days’ notice. If the person who arrives does not match the name provided on our records they will not be granted admittance to the experience.

 

• What animals do you get to interact with on Keeper for a Day?

ZSL London Zoo

Some of the animals you may be working with on the day include: giraffes, penguins, meerkats, coatis and Galapagos tortoises.

ZSL Whipsnade Zoo

Some of the animals you may be working with on the day include: elephants, rhinos, giraffes and others which could include lions, tigers, hunting dogs, sloth bears, lemurs, meerkats, penguins or otters.

The programme at either Zoo may be altered on any given day due to animal welfare or health issues or a change to the Zoo's animal collection, but ZSL will ensure that in these instances, the activity will be replaced with another similar task.
 

Questions about Zoo reopening

• Sadly, our Zoos must remain shut from 5 January until further notice. Once we reopen, members will need to pre-book a free slot to visit during peak times, and certain membership benefits may be suspended. Please visit our social distancing FAQs for more details. Please visit our social distancing FAQs for more details.

How can I buy Membership?

You can buy your Membership on our website, via email at membership@zsl.org, on the phone by calling our friendly Supporter Contact team on 0344 225 1826. While we have to maintain social distancing, we encourage you to purchase your membership online as the quickest and easiest way to become part of the ZSL family.

How are Gold and Silver Membership different?

Silver members will enjoy free access to ZSL London and Whipsnade Zoos and receive exclusive digital communications keeping you up to date with the latest news from the Zoos.

As well as one year of free entry to our Zoos and exclusive communications, Gold members will also enjoy:

• 10% off in ZSL Zoo shops and restaurants
• 10% off in the ZSL online shop 
• 10% off our animal experiences at ZSL London and Whipsnade Zoos 
• Priority booking and discounts on selected events
• Exclusive daily Hullabazoo Indoor Play session (*) 
• 50% off car entry at ZSL Whipsnade Zoo
• Discount on the Jumbo Express at ZSL Whipsnade Zoo 
• Exclusive member updates
• Fast track entry to ZSL London Zoo (**)
• Free off-peak parking at ZSL London Zoo (***)

(*) The first Hullabazoo Indoor Play session of the day (10.30-11.00) is reserved for Gold members. Spaces are limited and subject to conditions.
(**) The Fast Track Gate remains closed while social distancing measures are in place. It usually is open on weekends between 10am – 2pm during peak times from Easter until the end of the summer school holidays.
(***) At ZSL London Zoo, parking is free in conjunction with Zoo visits during off-peak periods, and parking fees apply during the following peak periods (Weekends, Bank Holidays and School Holidays):
•    19 December – 3 January 2021
External parking at ZSL Whipsnade Zoo is always free.

How much does Membership cost? 

You can save 20% if you pay by annual Direct Debit. Please find a full price overview below: 

 

Can I mix and match Gold and Silver Membership packages for my family? 

It is not possible for members of the same household to have different levels of Membership at ZSL, in order that we can provide the best service to our members and fairly deliver on the differing benefits for our Gold and Silver members. 

To buy joint or family Membership, do we have to live at the same address? 

Yes, members need to be living at the same address. This is to allow us to claim Gift Aid on your Membership fee. 

What is Gift Aid?

Gift Aid allows charities like us to reclaim tax from the government on your ZSL Membership through the Gift Aid scheme. Gift Aid enables us to claim an additional 25p for every £1 you spend, at no extra cost to you. However, Gift Aid can’t be claimed on behalf of someone else, because it’s considered a gift to the person whose Membership is paid, not to the charity. It’s possible for spouses, civil partners and other persons living together to make a ‘joint’ declaration on the same form.  

Do Single Child members (and under threes) get the same benefits?

Single Child members, and those under the age of three, share the same benefits as the adult member they are visiting the Zoo with that day. 

Can I pay for my Membership using a monthly Direct Debit?

We don’t offer to pay for Membership by monthly Direct Debit. The payment is an annual Direct Debit; payment is taken in the same month your Membership renews each year.

I’ve just signed up to become a member, when can I visit the Zoo?

We will keep you informed about the release of new online tickets once we reopen. During peak times, members must pre-book a free slot to visit the Zoo. Once signed up for membership, please allow 1 day for your membership ID to be updated on the booking system. You will then be able to prebook a slot online – capacity permitting. Check the website regularly for the most up-to-date information. 

How do I get my Membership card?

On your first visit to the Zoo, please present your confirmation email or letter on arrival. You will be directed to our Membership Kiosk or Desk where we will take your photo and issue you with a card. Please ensure you bring a form of photo ID with you.

Alternatively, you can request your card to be sent to you in the post. To do this, please email membership@zsl.org or post your photo to Supporter Contact, ZSL London Zoo, Regent’s Park, London, NW1 4RY.

What day does my Membership start from?

Your membership starts from the date of purchase. 

Can I buy Membership as a gift?

Yes, you can purchase Membership as a gift in our online shop, on the phone by calling 0344 225 1826 or at our Membership Desks or Kiosk at ZSL London and Whipsnade Zoos. All Gift Memberships enjoy Gold Member benefits! Please note there’s no Direct Debit payment option available for these.

I’ve just visited, how can I become a Member?

You can upgrade tickets purchased via ZSL (except for promotional offers) against Membership within 14 days of your visit. You can use your entry tickets to upgrade against the equivalent membership package and only pay the remaining difference.

If you have just visited one of our Zoos and would like to become a Member, you can deduct the cost of your ticket from that just paid. Simply complete an application form and send it by email to membership@zsl.org or call our Supporter Contact team on 0344 225 1826. Alternatively, you can post your application to FREEPOST RTLJ-KYEJ-CXZY Supporter Contact, ZSL London Zoo, Regent`s Park, London, NW1 4RY.

If I come to the Zoo to visit, can I buy a Membership on arrival instead of an entry ticket?

At both ZSL London and Whipsnade Zoos, membership can be purchased at our Membership Desk near the admission desks at the Zoo entrance. However, while we maintain social distancing at the Zoos, members have to book a free ticket in advance. We therefore ask you to sign up online first to become a member, and book your free ticket on the website after.

Who can use my Membership?

Membership is for use by the named holder only, and is not transferable under any circumstances. Any misuse of a Membership card will result in it being indeffinately confiscated with no refund. A card cannot be given away, sold or transferred. Membership card photocopies are not valid. Please ensure you bring your Membership card along for each visit, as this is your entry ticket to the Zoos. While we maintain social distancing, members will also have to book a free ticket in advance and bring it along with your membership card. Find out more here.

I’ve lost my Membership card, can I get a new one?

We can replace your card for a charge of £5. If your card has been stolen, please contact our Supporter Contact team on 0344 225 1826 and provide us with your crime reference number and we will replace your card free of charge.

Can I change my Membership once it’s already started? Can I add more members?

Please call us on 0344 225 1826 and we can take a pro-rata payment to upgrade to Gold or to add new members to your Membership until it expires.

Can I downgrade from Gold to Silver Membership once it’s already started?

Once your Membership year is completed, should you wish to renew your Membership, you will be able to choose to continue receiving Gold-level benefits, or switch to entry-only Silver Membership.

My child turned 3 or 16, what do I need to do?

Please call us on 0344 225 1826 and our Supporter Contact team will add your child onto the Membership for a pro-rata rate until the expiry of the Membership. The pro-rata child rate is charged on the day you add the Membership until the expiry date. This will change your Membership into a family pass.

I have a disability. What Membership do I buy?

Adult members who are registered disabled are entitled to our concession Membership rates. At ZSL London Zoo, an essential carer enters free with each disabled member. At ZSL Whipsnade Zoo, each disabled member is eligible for free car entry or free carer entry. Please make sure you bring along your supporting documents that shows you require a carer on your first visit. These may include the following:

• Disability Allowance Letter
• PIP letter
• Freedom pass
• Any other appropriate supporting documentation as issued by your local authority

I am a childminder. Can I have a family Membership for more than one child?

Unfortunately we do not offer family Membership to childminders at this stage. All members need to be living at the same address to allow us to claim Gift Aid, and names cannot be changed once registered on the Membership.

As a Gold member renewing my Membership, what do I receive?

When renewing your Gold Membership on Direct Debit you'll receive two half price Zoo tickets per member to either ZSL London Zoo or ZSL Whipsnade Zoo. If you have had a gap on your Membership when you restart it, it’s treated as a new Membership. This year, you will also receive your new Membership cards in the post upon renewing your Membership.

Please note, while we have social distancing measures in place and have to strictly limit the number of visitors at the Zoos, you will not be able to redeem your half price tickets during peak times. We will review this in due course, thank you for your understanding. Find out more here.

How do I book on to a Gold Member Hullabazoo Play Session?

Gold members have exclusive access to Hullabazoo Indoor Play at ZSL Whipsnade Zoo every day from 10:30 to 11:10am. Pre-booking is required online, and tickets released one day in advance. 

How can I cancel my membership?

We’ll be very sad to see you go and hope that you’ll reconsider remaining a member – being part of the ZSL member community means that you’re part of a group of people who love animals, and love making a difference for them. If your Membership year is coming to an end and your mind is made up, please contact our Supporter Contact team on 0344 225 1826. 

• What does the purchaser receive?

The purchaser of the adoption will receive an email confirmation which should appear in their inbox shortly after the purchase has been made. If the purchaser has not received this email please contact us at generalenquiries@zsl.org so we can check whether your order has been successful.

The purchaser may choose to provide their address as the nominated delivery address. Animal Adoption packs are sent out within 1 - 2 working days.

• How many visits is the free ticket valid for?

Your free ticket is for 1 visit, for 1 person but they are valid for 1 year. The ticket can be used at either ZSL London Zoo or ZSL Whipsnade Zoo, but we hope you would visit the zoo where your animal lives so you can see them.

• I have an online adoption (no longer available to purchase), how do I access my free ticket?

All online adoptions have now expired so your ticket is no longer valid and you are unable to access the online adoption centre. If you have any questions regarding this please contact generalenquiries@zsl.org for further advice.

• What should I do if I want to adopt an animal which you no longer offer for adoption?

We would hope that even though you can not adopt your preferred animal you would still choose to support ZSL and we would encourage you to make a donation instead by visiting our donation page . Your donation will not go directly to your preferred animal but it will help us to continue the important work that ZSL does in over 50 countries around the world, as well as help towards the running costs of both ZSL London and ZSL Whipsnade Zoo.

• I am planning on visiting the zoo, will my adopted animal be on-show?

We hope that all of the animals in the adoption scheme are on-show everyday however we can not make any guarantees. Our animals are sometimes visited by our Veterinary team at short notice so they may be off-show or we may have some maintenance work taking place which means that their enclosure may be closed or obscured. We suggest visiting www.zsl.org/adopter before you visit as we endeavour to update adopters with any relevant information on this page.

• Can I purchase a corporate adoption rather than one for an individual?

The adoption packs are designed as individual gifts only. If you are interested in a corporate adoption or sponsorship of an animal, please contact Sandra Crewe or call 0344 225 1826.

• Any other questions?

If you have a question which is not covered in this list, please email generalenquiries@zsl.org and we will respond as soon as we can. If your enquiry is urgent please call 0344 225 1826.

• ZSL Adoption Centre