Submit a Refund Request for CityPASS Tickets

Please note that it may take up to 7 business days to receive a response.

All CityPASS refund requests must be initiated from this page as we need documentation of the information you provide.

CityPASS® refund policies vary by product. Please read the General Refund Policy, followed by any Exceptions that may apply to your purchase below.

General Refund Policy

We offer a full refund on entirely unused CityPASS products within 365 days of purchase (exceptions noted below).
Cancel any existing reservations before submitting your refund request. We do not offer refunds on partially used tickets. If you have visited one or more attractions or have uncancelled reservations, your product is not eligible for a refund.
If you purchased a CityPASS admission card, proof of purchase will be required for refund approval, and you may need to arrange return shipping using a traceable method. Lost or stolen products are non-refundable.
CityPASS products are non-transferable.
All refunds are processed through the original form of payment used at the time of purchase.
Our Refund Department reviews requests on a case-by-case basis; you are welcome to submit your case as an exception to our policies for consideration by the Refund Department.

Exceptions

San Francisco CityPASS + Alcatraz:

We offer a full refund on entirely unused San Francisco CityPASS + Alcatraz products within 365 days of purchase, as long as any Alcatraz reservations are canceled at least 72 hours in advance of the reservation time.

Orlando CityPASS and Southern California CityPASS:

We are unable to process refunds or change dates for attraction and theme park tickets in Orlando and Southern California, as they are non-refundable and non-transferable; lost or stolen tickets are also non-refundable.
If you need to change your selected Universal Studios Hollywood or Universal Orlando Resort date after purchase, you must submit your request through our refund form prior to your selected date.

Los Angeles CityPASS:

The Universal Studios Hollywood ticket option and Universal Studios + Warner Bros. Studio Tour ticket option are non-refundable and non-transferable.
Date Changes: If you need to change your selected Universal Studios Hollywood date after purchase, you must submit your request through our refund form prior to your selected date.

Broadway Tickets:

Click here to learn more about our refund policy for Broadway tickets purchased from broadway.citypass.com.

Submit Your Refund Request

Please fill out and submit the following form. You will receive an email confirming your submission.

US State Privacy Rights Request Form

In accordance with US state privacy laws, and depending on your state of residence, you may be able to exercise certain data rights regarding your personal information. Please complete this form to submit your request. For more information about these rights, please see the US State Privacy Disclosures.

In some cases, we may require additional information if we are unable to verify your request based on the information you provided. The personal information submitted in connection with this request will be used to process your request. We collect this information to verify your identity and locate your personal information in our systems. We use this information only to fulfill and respond to your request.

Cookie-Based Opt Out

To manage your cookie settings, including exercising the right to opt-out of the "sale" and "sharing" of personal information through cookies, you must also update your settings and opt out using our Cookie Management Tool. Please note this opt out is browser specific. You must reset your preferences if you clear cookies or use a different browser or device.

Personal Information Collected or Kept by City Pass Attraction Partners

If you would like to make a privacy request about personal information that was collected or kept by one of our partner attractions, please contact that attraction directly. You can do this by using the contact details or online forms listed in their privacy policy. City Pass does not have access to or control over the information collected by our partner attractions, so we are not able to handle, change, fix, delete, or process requests about that information.

Authorized Agents

If you are an authorized agent submitting a request on behalf of a consumer, you must attach a written authorization from the consumer indicating you've been authorized to submit a request on the consumer's behalf. The form must be signed by both you and the consumer. All forms not signed will be rejected.

* Fields marked with an asterisk (*) must be completed in order to submit this form. Complete the fields below using the consumer's information.

Google Play Account Data Deletion Form

This request form is reserved only for CityPASS® customers that have used the My CityPASS app available via the Google Play Store.

If you would like to submit a request to delete your account data from the My CityPASS app, please complete the form below. The request will be processed based on the information you provide. Please note, if you have multiple email addresses that you have used with our app and would like to make a request for each one, you must submit a separate request for each.

CityPASS will not respond to requests that cannot be verified and appear to be fraudulent. It is possible that certain data may need to be retained for legitimate reasons such as security, fraud prevention or regulatory compliance.

For more information, please refer to the CityPASS Privacy Policy.

Submit your General Inquiry

Please submit your question to CityPASS Customer Care by filling in the below fields and clicking Submit. A Customer Care Concierge will respond within 48 hours.

Submit a Refund Request for Broadway Tickets

Please note that it may take up to 7 business days to receive a response.

All Broadway ticket refund requests must be initiated from this page as we need documentation of the information you provide. Refund requests for CityPASS ticket orders must be initiated from this page.

We offer a full refund on any unused Broadway tickets purchased from broadway.citypass.com if the cancellation request is received at least 72 hours before the scheduled event. We are unable to guarantee any Broadway tickets refund if the request is received less than three (3) full days before the event. We are unable to refund any Broadway tickets order with 10 or more tickets. All refunds are processed through original form of payment used at the time of purchase.

Submit an IT Support Request

Large Order Inquiry Form

CITY PASS® tickets are ideal for individual travelers, couples, families, and small groups of friends. Because CITY PASS® tickets already offer significant savings, group discounts are unavailable. You may want to contact the attractions directly to ask about group pricing.

In cities requiring reservations, most attractions only allow up to ten travelers to make reservations together, so we cannot guarantee that larger groups can visit attractions simultaneously.

If you'd still like to purchase more than ten CITY PASS® tickets, please answer the questions below and we will respond by the next business day.