FAQs & Help

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Frequently Asked Questions

General Questions

What is a City Pass?

A City Pass is your all-round ticket for the city! With the City Pass, you can discover the highlights of the city at your own pace, without having to buy individual tickets every time. Depending on the city, the pass is valid for 1, 2, 3 or more days. You can visit all included or additionally booked attractions once during this period – city or boat tours and special experiences are often included. This makes your city break relaxed and stress-free – because you have everything organised in advance and can simply enjoy yourself when you arrive.

Are there special conditions for pensioners, schoolchildren, students or people with disabilities?

Our prices are already based on the best available conditions from our partners. That's why we offer three transparent price categories: adults, teenagers and children. Unfortunately, we cannot offer any further discounts – but in return, you get a fair and attractive package with no hidden costs right from the start.

Some attractions may offer discounts or special conditions for visitors with disabilities, but these are determined individually by each provider and do not apply to the City Pass itself.

Are there discounts for people with disabilities on the City Pass?

No. There are no special discounts for people with disabilities on our City Passes. The pass prices are fixed and apply equally to all customers, regardless of individual circumstances.

Are there any benefits for visitors with disabilities?

Yes, in some cases — but not through the City Pass itself.

Many attractions included in the pass have their own policies for visitors with disabilities, which may include:

reduced or free admission
free entry for a companion
priority or accessible entry options

These benefits are set individually by each attraction and are independent of the City Pass.

What is included in the digital pass?

Upon booking, you will receive your digital City Pass, including all tickets: ready to use, via download link or with information on how to collect them on site. Handy: the opening hours and addresses of the attractions are also included.

Are ‘hidden gems’ included in the pass?

Every Turbopass City Pass opens the door to well-known highlights and surprising discoveries – even those you may not have had on your list. It is often the small, special museums and attractions that create lasting memories. With the City Pass, you can visit your desired attractions flexibly and worry-free – without any additional entrance fees.

Are there seasonal differences in the tickets included in the City Pass?

The attractions included in the City Pass are usually available throughout the year. However, some offers, such as boat trips, are seasonal and often only available during the summer months. Other attractions may also have shorter opening hours in winter. It is therefore best to check the current opening times before your visit, especially in the off-season or on public holidays.

In which languages is the City Pass available?

The Turbopass City Pass is currently available in German, English, French, Italian and Spanish. We are constantly working to make more languages available.

Can I transfer my City Pass to friends or family members?

No, a City Pass is not transferable to another person. However, you can of course buy City Passes for your friends and family and have them issued in their name.

Are City Passes also worthwhile for people who already live in the city?

City Passes are not just for tourists – people who live in the city can also benefit from them. Because, let's be honest: when was the last time you visited the museums and sights in your own city? With the City Pass, you can rediscover your home town – flexibly, easily and at a great price.

What does it mean when an attraction is offered as ‘optional’?

Some attractions within our offer are available to book as optional extras. You decide whether you want to add these to your booking.

These are usually particularly popular attractions with very limited visitor numbers or restricted availability.

To avoid paying for something you may not be able to use, you have the option of flexibly deselecting these attractions.

What happens if I visit an attraction twice?

With your City Pass, you are generally entitled to one admission to each partner attraction within the validity period. If there are any exceptions, you will find the information in your digital City Pass.

Can I combine the City Pass with other discounts?

This is usually not possible – our City Pass is already the best deal for you! However, you can save even more with the included partner discounts for restaurants and shops.

Are there any other discounts?

Yes! Many of our City Passes include discounts at selected restaurants, shops and tour operators. You will receive the complete list of all partners with your digital pass.

Does the pass work with other tourist cards?

Our City Pass often offers you more benefits than other tourist cards. If you already have another card, it is worth comparing the services included. Unfortunately, the cards cannot usually be combined.

Booking

How can I book at Turbopass?

The easiest way to book is via our website. The booking process is straightforward and self-explanatory. However, if you have any questions, please do not hesitate to contact us – either via the contact form on our website or by emailing our customer service team at contact@turbopass.com

What payment methods are accepted?

You can pay conveniently with Klarna Pay Now and Klarna Pay Later, PayPal or by credit or debit card (Visa or MasterCard).

How do I change the details of my booking after the purchase has been completed?

Optional tickets (such as for the Vatican, the Colosseum or the Sagrada Familia) are generally non-changeable and non-refundable.

If you wish to make changes to the first day of validity, the name or age of the travellers, please contact our customer service directly.

You can reach us easily via our contact form (turbopass.com/en/contact) or by email contact@turbopass.com

Why does Turbopass require the first day of use, validity or arrival?

Your City Pass is only valid for the period you specified when booking. We therefore require this information to issue your pass correctly and ensure that you can use it without any problems on site.

Why does Turbopass require the names and ages of travellers?

Some attractions require personalised tickets, which is why we need the names of all travellers. The age is important because many attractions offer age-based discounts, for example for children or teenagers. As these discounted rates require proof of eligibility, you must be able to present a valid photo ID on site for such tickets to prove your age and identity. By requesting this information, we ensure that you receive the correct tickets and have hassle-free access to all attractions.

Can I book a City Pass for someone else?

Of course! You can also make the booking for another person. Simply enter the details of the person travelling. If you would like to receive the invoice yourself, you can enter a separate billing address in the second booking step.

Delivery & Shipping

How do I get my City Pass?

You will receive your City Pass conveniently by email. The link contained in the email will take you directly to your digital pass, which you can easily use on your smartphone.

How long is the delivery time for delivery by email?

You will receive your City Pass by email immediately after booking. This usually takes a few minutes after your payment has been confirmed.

Can I use my City Pass immediately after booking?

In principle, your City Pass can be used immediately upon receipt. The only exception is if we still need to book special tickets for you – for example, for the Vatican, the Colosseum or the Acropolis. In such cases, it may take a little longer for all documents to be completed and the tickets to be uploaded to your City Pass link.

I haven't received a confirmation email – what should I do?

Please check your spam folder first. If you haven't received an email from Turbopass within 24 hours of placing your order, please contact our customer service team. You can reach us via our contact form or by email:

turbopass.com/en/contact

co ntact@turbopass.com

Validity & activation

When will my City Pass be activated?

Your City Pass will be activated automatically on the date you specified when booking. From that moment on, you can use the City Pass with all its benefits.

How often can I visit each attraction?

Your City Pass allows you to visit each attraction once during its period of validity. Once you have visited an attraction, you cannot visit it again with this pass.

When is the latest I can purchase the pass (are last-minute bookings possible)?

You can generally purchase the City Pass at short notice. However, for some attractions that require time slot reservations, certain times may already be fully booked. We therefore recommend booking the pass well in advance of your trip to secure your preferred times.

Can I buy a City Pass on site?

As a rule, the Turbopass City Pass is only available online. You can conveniently order it via our website and receive it digitally by email.

Exceptions: In Munich and York, the City Pass is also available locally at selected sales outlets.

Cancellation and refund

Can I cancel my City Pass?

You can cancel all City Passes up to 24 hours before the first day of validity.. An overview of the cancellation fees can be found in our terms and conditions.

Will I get my money back if I don't make it to an attraction?

Unfortunately, partial refunds for unused attractions are not possible, as the City Pass is calculated as a complete package. By combining several attractions, you benefit from an overall price advantage – even if you don't visit all of the attractions.

What happens in case of bad weather or force majeure?

Many attractions also offer indoor areas or can be used regardless of the weather. In exceptional circumstances, such as natural disasters, we will look at each case individually. In such cases, please contact our customer service team directly.

Is the pass still worth it in bad weather?

Definitely! Most City Passes include numerous indoor highlights such as museums – ideal for rainy weather. And best of all, you usually have several days to explore the attractions at your own pace.

What if I only manage to visit 2-3 attractions?

Even then, the pass is often still worth it! In many cases, you save money from the second or third attraction onwards compared to individual tickets – and you also benefit from exclusive partner discounts.

Can I extend or pause my City Pass?

Unfortunately, no, it is not possible to extend or pause your pass, even if museums are closed on certain days. It is best to check the opening hours before booking and plan accordingly.

Can I cancel or refund my gift card?

No, gift cards cannot be refunded or cancelled. However, they remain valid until they are redeemed (maximum three years).

Prices and fees

Why are the prices on site different from those on the City Pass?

The prices on site may differ from the costs with the City Pass if the content and scope of the City Pass tickets differ from the normal tickets.

Are all costs included in the City Pass price?

Yes, all taxes and booking fees are already included in the price of your City Pass.

Is there a City Pass for children and young people?

Of course! Reduced prices usually apply for children and young people.

Infants under a certain age often do not need their own City Pass, as they already receive free admission to many attractions.

The exact age limit varies depending on the city and provider – just check the City Pass you are interested in. There you will find all the information about children's regulations at a glance.

Ticket availability, capacities, opening hours

Do I need to book attractions?

Some visits or tours do require a reservation. You will receive all the important information, contact details and addresses together with your digital City Pass by email.

Is it possible that attractions are fully booked?

Especially during peak season, popular attractions can get crowded. Therefore, we recommend booking attractions that require reservations as early as possible. It is also worth taking advantage of optional time slot reservations, as they help manage visitor flows and guarantee you entry. The good news is that you can visit most attractions spontaneously and without advance booking.

Do I still have to queue with the City Pass?

That depends on the attraction. At many attractions, you enjoy preferential entry or can skip the regular queue. At others, you have to queue, but you save on admission – and often cash. You can find detailed information for each attraction on our website or in your City Pass link.

Are there certain times when it is less crowded?

Yes, experience shows that early in the morning right after opening or in the late afternoon is often the quietest time. At lunchtime and on weekends, however, it can get busier, especially at popular attractions.

What do I need to bear in mind regarding opening hours?

There may always be last-minute changes to the opening hours of individual attractions. Museums and sights may sometimes be closed at short notice due to renovations, events or technical problems. To be on the safe side, it is best to check the attractions' websites in advance. On 24 December, most attractions are closed for at least half the day. We will endeavour to provide you with up-to-date information in your digital City Pass.

Multiple people and groups

Is there a City Pass for groups?

If you need 20 or more City Passes, please contact us directly by email. We are available at the following times:

Mon–Fri 7 am–7 pm

Sat–Sun and public holidays 9 am–5.30 pm

Just send us an email.

contact@turbopass.com

Can I buy multiple passes at once?

Yes, you can easily purchase multiple City Passes in one order – ideal for families or groups of friends. Passes for different cities can also be combined in one booking. Perfect for your individual round trip!

Does each person need their own City Pass?

Yes, each person needs their own City Pass, as the passes cannot be shared or transferred. There are reduced prices for children.

Do we have to stay together as a group?

No, you don't have to stay together as a group – you can split up as you like! Simply forward the email with the City Pass link to your fellow travellers.

This way, everyone can visit the attractions that interest them at their own pace.

Please note:

If you have booked public transport as a group with the Munich Card, the ticket must be shared.

Important for individual visits:

Make sure you agree who will use which QR code, as each pass can only be redeemed once per attraction.

Technical questions about the digital pass

How exactly does the digital City Pass work?

After purchase, you will receive a link by email. This link contains your City Pass in the form of a QR code, which you can use to visit the attractions included in your pass. Simply show the code at the entrance – the staff will scan it and you will be granted immediate access. It's super easy and there's no need to queue at the ticket office!

Please note: Some attractions require advance booking, and tickets for certain attractions must be collected on site or from a ticket machine. You will find all the information you need in your digital pass.

Can I also print out the City Pass? Can I use the City Pass offline?

The City Pass is only available in digital form and cannot be used as a printed ticket or offline. We therefore recommend taking screenshots of the QR codes in advance so that you have everything to hand even if you don't have an internet connection while you're out and about.

Do I need a special app for the City Pass?

No, the digital Turbopass City Pass does not require a special app. You can easily open it online with any browser. After purchase, you will receive a link to your digital pass by email. To use the City Pass offline, we recommend taking screenshots of the tickets you need. This way, you will always have your tickets at hand without having to install additional software.

Special situations

What happens if I lose my mobile phone, it breaks or is stolen?

If your City Pass is lost or stolen, please contact our customer service.

As the City Pass is digital, we can easily send you the link again to another mobile phone.

Can I share the pass with others?

No, each City Pass is personal and cannot be transferred or shared.

Each person receives their own QR code, which they can use to visit the attractions included.

Some attractions check the City Pass on site, so you may need to show additional identification.

Important: Each QR code allows entry to each attraction only once. Therefore, it cannot be transferred to another person after use.

Does the pass also work on public holidays?

In principle, yes – the pass is valid on all days, including public holidays.

However, some attractions are closed on public holidays or have different opening hours. It is therefore best to check the website of the respective attraction before your visit.

Tip: Remember that public holidays may vary depending on the country or region.

What happens in the event of strikes or demonstrations?

If attractions are closed due to strikes or demonstrations, your pass will not be automatically extended. If the disruption continues, please contact our customer service team – we will be happy to help you.