Frequently Asked Questions

• What are your opening times?

For ZSL London Zoo - Until 19th October 2018, our opening times are 10am – 5.30pm (Last entry 4.30pm). From 20th October 2018 until 27th October 2018 our opening times are 10am - 5pm (Last entry 4pm).  From 28th October 2018 until 15th February 2019 our opening times are 10am - 4pm (Last entry 3pm).

For ZSL Whipsnade Zoo - Until 19th October 2018, our operning times are 10am - 5.30pm (Last entry 4.30pm).  From 20th October 2018 until 27th October 2018 our opening times are 10am - 5pm (Last entry 4pm).  from 28th October 2018 until 15th February 2019 our opening times are 10am - 4pm (Last entry 3pm)

• How much are tickets to the Zoos?

Our ticket prices vary at each Zoo and throughout the year - see prices for ZSL London Zoo and ZSL Whipsnade Zoo.

• Can I buy tickets when I arrive?

Yes, you certainly can buy your tickets at the main entrance. However if you want to beat the queues and save 10% off the ticket price, we recommend you book online in advance!

• 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&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.

• Do you have any offers?

We occasionally run special offers and ticket promotions, so do keep an eye on our website for the latest information. 

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

Yes. As long as the London Pass is valid it will grant you free access to ZSL London Zoo.

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

The National Rail 2 for 1 voucher is available to use throughout the year. On arrival, one adult (or child) is admitted free of charge when accompanied by an adult who pays the full adult price at the main entrance.

One discount voucher may be used per two people. Please make sure you bring train tickets valid on the day of your visit and a printed copy of the voucher or booklet. Train tickets need to display the National Rail symbol and be valid on the date of your visit. This voucher cannot be used in conjunction with pre-booked tickets, other promotions, or vouchers such as Tesco Clubcard vouchers.

For further information, please check out the Days Out Guide page.

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

To use your Tesco Clubcard points, you need to redeem your points with Tesco prior to visiting ZSL London Zoo or ZSL Whipsnade Zoo. Tesco will then issue a QR Code which needs to be shown on the day you wish to visit. This code can either be printed and brought with you or shown on your phone upon entering.  
On arrival, the QR code is scanned and points are deducted off the total cost of entry tickets. You can then pay any remaining balance on your purchase, by card or cash.

Tesco Clubcard vouchers cannot be used as payment for online ticket purchases, ZSL Membership, experiences, car parking, or car entry. Tesco Clubcard paper vouchers are still accepted and valid until their issued expiry date.

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

Yes, we grant Blue Peter badge holders here at ZSL, free entry. To take advantage of this, each badge holder must be accompanied by one adult having purchased a full-price adult ticket at the main entrance. The badge holder will need to bring their badge or supporting card with them on arrival to gain free entry.

• Can I store my luggage when I visit?

We have a limited number of self-service lockers for hire at ZSL London Zoo. These are located next to the aquarium. They can be used from £1 per hour for a medium sized locker or from, £2 per hour for a large locker. Unfortunately they cannot be reserved and there are a limited number available on a first-come-first-serve basis so we do recommend wherever possible that you don’t visit the Zoo with luggage. We unfortunately cannot hold luggage once all the lockers are occupied.

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.

• Can you hire prams?

Yes, prams are available for hire from both ZSL London Zoo and ZSL Whipsnade Zoo on a first come, first served, basis.

• Can you hire trikes?

Yes, trikes are available for hire from ZSL Whipsnade Zoo only, for a fee of £5, on a first come, first served, basis. They are suitable for children aged 18 months up to a maximum weight of 20kg and can be hired from the retail tills at our Visitor Centre. You'll need to pay a deposit of £20 when hiring a trike, but this will be refunded after the trike is returned at the end of the day.

We recommend that all children using these use a helmet - we have a limited number available, please ask.

• 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, on the day of your visit, 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 if 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

 

• 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.

• My ticket has an entry time of 10am, does that mean I have to be there for 10am?

Your ticket to either Zoo is valid for entry any time from 10am onwards, up until an hour before closing time.  Closing times vary throughout the year, so please double check the closing time before your visit.

• 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.

• 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.

For tickets purchased from third-party companies, please print the ticket to show on arrival.

• 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 tickets for entry which are open ended tickets valid for 1 year.  For these, you do not have to book the date of your visit in advance; just bring them with you to your chosen Zoo.

• 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 food outlets and restaurants available at both London and Whipsnade that offer a selection of food options, and are currently run on a first-come-first-served basis for seating. To help plan your day, check out our food pages for ZSL London Zoo and ZSL Whipsnade Zoo. 

• Do you offer gluten-free food?

Yes, we provide a variety of gluten free options at both Zoos. Given enough notice the catering team can make suitable arrangements for any dietary requirements. Please ring Supporter Services via 0344 225 1826 or email us to discuss this further.

• 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. We do also offer a limited amount of covered indoor space for you to use should the weather require you to find some shelter. At ZSL London Zoo, there is some shelter in the foyer area in the B.U.G.S exhibit and the Aquarium.

At ZSL Whipsnade Zoo, there is shelter and seating in the Butterfly House. We do however ask that you don’t bring glass or alcohol with you and please dispose of any rubbish.

• Where can I park my car?

ZSL London Zoo

Parking is available in the Zoo’s Gloucester Slips car park. This is at a cost of £14.50 payable on the day. Due to ongoing third party works, the Zoo’s main car park capacity is currently significantly reduced. We apologise for any inconvenience this may cause and thank you in advance for your patience. We would recommend travelling to the Zoo using public transport and you can find more information regarding nearest stations and bus routes on our Directions page.

If you’re unable to park in the Zoo’s car park, there is a small amount of on-street parking available on the outer circle main road. 

ZSL Whipsnade Zoo

We do allow car entry inside the Zoo for all visitors at Whipsnade - this is at an additional cost of £25 However, if you wish to leave your car in our free car park, we do offer a free bus for you to hop on that will be available from the May half term.

• Where can the coach park?

ZSL London Zoo

Due to works being undertaken by Thames Water and HS2, the car park will be reduced in size from 1 January 2018. We will be creating new coach drop-off spaces but once groups have disembarked, all coach parking will need to be found off site. If your group has specific access needs, we will do our best to accommodate coach parking in the ZSL London Zoo car park. Please contact our Supporter Services team as far in advance as possible to discuss your requirements: email us or ring us on 0344 225 1826.

ZSL Whipsnade Zoo

Coaches can park for free in the ZSL Whipsnade Zoo car park, subject to available space. Minibuses can enter the Zoo for an additional charge of £25.00. Coaches are not able to enter ZSL Whipsnade Zoo, however a free Safari Bus provides transport once visitors are inside the Park.

• 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.

• How busy is the Zoo?

We cannot always predict how busy we will be each day, however we do tend to get more visitors during weekends and school holidays. To help ease this, we offer a Fast-track entry ticket online at ZSL London Zoo which enables visitors to skip the queues and enter the Zoo via our convenient Fast-track gate, closer to Camden Town station than the main entrance. However, you can still buy standard entry tickets online or at the gate.

• 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.

• Can I feed any of the animals?

All of our animals are fed diets which are specifically designed for their needs. We therefore do not allow members of the public to feed our animals. However, we do offer special experiences where you can, with the help of a zookeeper, meet and feed some of our amazing animals.

• 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. So do be sure to take a peek inside if you cannot spot them outdoors!

• 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 stands for The Zoological Society of London - a charity devoted to the worldwide conservation of animals and their habitats. We are a registered charity in England & Wales no. 208728. Our mission is realised through our groundbreaking science, our active conservation projects in more than 50 countries and our two Zoos, ZSL London Zoo and ZSL Whipsnade Zoo. 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 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, Gir Lion Lodge 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.
 

• How can I buy ZSL Membership?

You can buy ZSL Membership on our website, on the phone by calling 0344 225 1826, or when you visit ZSL London or Whipsnade Zoos.   

• How much does ZSL Membership cost? 

You can save 20% if you pay by annual Direct Debit. See our ZSL Membership page for our full list of prices.

• Can I pay for ZSL Membership using a monthly Direct Debit?

We don’t offer ZSL 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 for ZSL Membership, when can I visit the Zoo?

Once signed up for ZSL Membership you are welcome to visit ZSL London and Whipsnade Zoos straightaway. You will need to present your confirmation email or letter on your first visit.

• How do I get my ZSL Membership card?

On your first visit to the Zoo, please present your confirmation email or letter on arrival. You will be directed to our ZSL Membership Kiosk 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 Services, ZSL London Zoo, Regent’s Park, London, NW1 4RY.

• Can anyone else use my ZSL Membership card? 

Each card is assigned to a named person. Your photo and name will be printed on your card and is non-transferable and not to be used by anyone else. We may ask to see proof of ID to help protect against your card being used fraudulently. 

• How long does it take for my ZSL Membership pack to arrive?

Your pack will be sent out after purchase and should arrive within five working days.

• What day does my ZSL Membership start from?

Your ZSL Membership starts from the date of purchase. 

• Can I buy ZSL Membership as a gift?

Yes, you can also select the date when you want the ZSL Gift Membership to start from. Please note there’s no Direct Debit payment option available.

• I’ve just visited, how can I become a ZSL 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 Services team on 0344 225 1826.  Alternatively, you can post your application to FREEPOST RTLJ-KYEJ-CXZY Supporter Services, ZSL London Zoo, Regent`s Park, London, NW1 4RY.

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

At ZSL London Zoo, you can purchase entry tickets on arrival and upgrade to membership at our ZSL Membership Kiosk. This is located in the Barclay Court opposite our main ZSL gift shop.

At ZSL Whipsnade Zoo, membership can be purchased at our membership desk in the Visitor Centre.

• I’ve lost my ZSL 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 Services team on 0344 225 1826 and provide us with your crime reference number and we will replace your card free of charge.

• 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.  

• Can I change my ZSL 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 add new members to your membership until it expires.

• My child turned 3, what do I need to do?

Please call us on 0344 225 1826 and our Supporter Services 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 of the.  This will change your membership into a family pass.

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

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

 

• As a ZSL Member, what do I receive?

As a ZSL Member, you will receive:
•    Unlimited visits to both ZSL London Zoo and ZSL Whipsnade Zoo
•    Free off-peak parking at ZSL London Zoo*
•    Fast track entry to both Zoos
•    Priority booking and discounts on selected events and experiences
•    Subscription to our award-winning magazine, Wild About
•    Discount on Jumbo Express at ZSL Whipsnade Zoo
•    Reference use of the ZSL Library at Regent's Park
*Free car parking is not available on weekends, bank holidays and on the below peak dates. Car parking at these times will be charged at the applicable rate.

• As a member renewing my membership, what do I receive?

When renewing your ZSL Membership you'll receive two half price vouchers 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.

• When is parking free for ZSL Members?

External parking is free for all visitors at ZSL Whipsnade Zoo all year round.
At ZSL London Zoo, parking is free during off-peak periods, and parking fees apply during the following peak periods (Weekends, Bank Holidays and School Holidays):

October half term: 22-28 October 2018 
Christmas 2018/19: 22 December 2018 - 6 January 2019

• 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