Check our list of Frequently Asked Questions below and you will find the answer to most of your questions.

In case you can’t find the answer you were looking for, feel free to contact us and we will be more than glad to help you out as soon as we can.

Before Buying The Pass

 

My child is 12 years and 1 month old. Do I have to buy an adult Pass for him/her?

Being a few days or even a few months older doesn’t make a big difference to us, we’re not very picky about it. However, you may have problems at the museums if you don’t choose the right Pass for your child. The securiy staff at the museums will look at your child’s birth year (not the exact birth date) and will decide based on that. For example, if your child was born in 2004 (regardless of the day or month), he will be regarded as a a 13 year old from the 1st of January, 2017 and he will need to present an access ticket to get entrance to the museums. In that case, you need to buy him an adult Pass.
Security staff at the museums will ask you for your child’s valid passport, so keep it handy at all times.

Can I buy the Pass when I’m in Istanbul?

Of course, you can buy it while in Istanbul or before your trip. However, we always recommend to purchase it BEFORE you travel as some of the attractions included in the Pass require reservations in advance. The airport transfer and Internet connection, for example, need to be booked at least 2 business days in advance. It will save you many problems if you have everything ready before you land in Istanbul.

Is the Pass delivered to my hotel? or where do I collect it?

The Pass is an online Pass. It will be sent to your email account a few minutes after the purchase is completed. Click here if you want to know how to use the Pass.

I cannot purchase the Pass online, is there any other way to buy it?

Unfortunately no. The Pass is an online Pass and our processes are automated, for that reason it can only be purchased online.

Can I book the airport transfer before activating the Pass or after it expired?

Yes, you may book the airport transfer before or after you want to start using your Pass. Booking the airport transfer will not activate your Pass. Click here to get more information about the airport transfer.

Can we use the bus tour as long as the Pass is valid?

Access to the bus tour is only valid during 24 hours after you hop-on for the first time. You have 3 or 7 days (depending on your Pass) to hop-on for the first time.
Sometimes we may have promotions, so make sure you check the Hop-on & Hop-off Bus Tour web page to find out if there will be any promotions or extended access during the dates you will be in Istanbul.

Where can I find a map of the bus tour?

 

After Buying The Pass

 

I am in Istanbul and the Pass is not at the hotel. What can I do?

Don’t worry, you may have been sleeping for the last century but that’s ok. The Istanbul Tourist Pass in now online, that means, you will not get anything physical delivered to your hotel. Your online Pass was delivered to the email address you provided when you purchased it. If you cannot find it in your inbox, make sure you look in your spam/junk folder.

I couldn’t go to Istanbul, what can I do?

If your trip was postponed but you will still come to Istanbul, make sure you notify us ASAP in order to reschedule all your reservations. Make sure you notify us at least 4 hours in advance of your earliest reservation or we may not be able to reschedule it and a No Show rule will be applied.
If your trip was canceled. We will refund you based on the Returns & Cancelations policy.

 

Internet Service

 

How can I get the password to connect to the Internet?

The password assigned to your device will be automatically sent by our system to the email account you provided once you purchased the Pass. The email will be sent 1 day before the start date of your Internet service. If you don’t find the email in your inbox, make sure it didn’t go to the spam/junk folder.

How can I return the Internet kit?

The Internet kit will be sent with an additional UPS bag with the instructions on how to return the package.
You may either drop it off at any of our pick-up locations, or give it to the front-desk staff at your hotel and ask them to ship it back to us via UPS. UPS will go to the hotel, pick it up and bring it back to us at no cost for you or the hotel.

Can I get the Internet kit at the airport?

Unfortunately we don’t have a kiosk at any of the airports and for security reasons we only deliver it to any of our pick-up locations.

Can I use the Internet service outside Istanbul?

Yes, we use the best mobile network in Turkey with coverage in most places all over the country. However, make sure to return the kit in Istanbul or additional charges for transportation will apply. Be aware that the kit cannot be dropped off at any airport. Please contact us in advance in case you need to drop off your kit outside Istanbul.

Do you provide a SIM card?

No, the Internet kit includes a mobile hotspot which connects to Turkey’s best 4G network and to your mobile devices via Wi-Fi. You can connect up to 10 mobile devices such as laptops, mobile phones, tablets, etc. For more information on the Internet service click here.