I left a previous poor review on trustpilot also due to no responses from the NY Pass “contact us - we love to hear from you” form. The NY Pass company respond pretending to be interested/concerned. They ask for more information and promise to get back (the info asked for incidentally being the information you already have sent them in your attempts to contact/get a response). This is followed by a standard email saying they are busy and will be in touch. —— trust me — they will not respond. I had originally sent them a simple question , which I also resubmitted after they failed to reply. They did not reply to that either. They failed to honour the promise to get back to me also after I had posted a previous 2 star review on Trustpilot. Based on this totally indifferent customer service - and their response since my last contact, I think I have evidenced that they are expert in marketing and sales — exceedingly poor in customer service and communication. It seems they post concerned responses if they get a poor review - but it would seem this is just a public pretence of concern as they do not follow up when you send them their requested (and duplicated) additional information. 9 Days since my previous review/contact — still waiting - hopes eternal!

Awful experience. If I had known it, I would have bought the passes from a different company such as Sightseeing Pass or CityPass! I bought 3 passes in Dec 2019 to use them in Sept 2020 ($594); I obviously couldn't travel due to Covid. Now that things are better, I'm going to travel to NY in Aug and have tried to contact The New York Pass by all possible means to see if I can use the passes I bought. I have been trying to contact them for over 5 months, but they don't answer my calls, emails, WhatApps, website forms, etc. I don't know what else to do to get an answer; I have already wasted a lot of time trying to contact them. The New York Pass team, I have seen that you answer all comments on TripAdvisor, but not your clients' email, calls, and WhatsApp. If you ever see this, please can you confirm if I can still use the 3 passes I paid for? I have written you by WhatsApp and at feedback@leisurepassgroup.com, feedback@gocity.com, contact@gocity.com (the passes and the order information are attached). The email subject is "URGENT -The New York Pass issue - Dissatisfied customer". I would appreciate it if you could confirm here and by email if I can still use the passes I paid for by mid-July so that I can plan my trip.

We had the 2 day pass and booked on a Monday evening (7pm ish) to visit for the Top of the Rock on the next day (Tuesday). All went well on Tuesday incl Empire State Building observatory (reserved in advance) but when we tried to use the pass on Wednesday morning at the MoMA, all three were expired. So be careful not to pre-book or pre-reserve any slots as the pass is activated and time runs. And it doesn’t run for 48 hrs as on may assume - the reservation/ ticket purchase on Monday evening stole a full day from the two days which is unacceptable. In fact, we feel tricked by this user unfriendly policy. Besides that, you will have a hard time to visit so many attractions in two days to earn the value for the pass. Not recommended at all.

A very good pass which is excellent value. The pass was recognised everywhere we went. I was originally concerned we would have a lot of blank faces from staff looking at my pass, but everything we used it the process was relatively painless. Only thing to note - we went during a very quiet February, therefore the queues for everything were almost entirely empty. As a result we were able to do practically everything. Caution should be taken if using this pass during the busier holiday periods because you do have to exchange your pass for an actual ticket at the attraction, and whereas we could get an immediate timeslot for everything, in the summer I should imagine this is not the case (thus some of the reviews below). Shame you cannot prebook everything but nevertheless the pass presented excellent value and would recommend to anyone. In our opinion 3 attractions a day is achievable.

My daughter wanted to see as many attractions over two days and do things (Christmas show, Color Factory, Central Park, etc on the other two days that that didn’t require a pass. We went on 10 attractions. If we were paying for each activity based on the box office price, it would have been have $422 each. Instead, we paid $149 for a two day pass! We saved $273 for each of us (two passes were $298 and it would have cost us $844, if we didn’t have a pass! I highly recommend this deal! These were the activities: 1. Top of the Rock™ Observation Deck Rockefeller Plaza 2. Statue of Liberty Ferry and Ellis Island Immigration Museum 3. Harbor Lights Cruise by Circle Line 4. 9/11 Memorial & Museum. l 5. One World Observatory 6. Madame Tussaud’s (Wax Museum) 7. Ripley’s Believe It or Not! 8. The Ride - Holiday Edition 9. Empire State Building Observatory 10. Escape Virtuality (VR experiences)

ice cream museum : enclosed springer pool. The aggressive employee. They must return money because the museum is not complete. And it is not fair that they say that the day before they did. Many of us come from other countries with the New York Country and they inform us that it is the floor of the pool. They must fix it at night, because you pay for everything and for the children that is something very important. And this weekend closed for the New York Pass because it was full????????????? Disrespect and it is a form of stealing. Not all of us live in New York to come back another day. The differences are huge. The tourist bus that in a specific sector could not pass because there was an event. The botanical garden you can not enter almost anything that is inside, just walk. .... Places two and three days are closed during the week and they publish it the night before or the same day. They disrespect the foreign tourist.

Do not buy any passes from The Leisure Pass Group, which runs the New York Pass. We bought our passes in September 2019 for an April 2020 trip which we obviously couldn't go on due to Covid. Our pass was extended and we thought we'd be able to go April 2021. That can't happen either, so we asked for our passes to be refunded. They absolutely refuse to refund the cost of passes that are never going to be able to be used. We were able to get all of our other reservations refunded, including our airline tickets. The Leisure Pass Group sends a form response and say they will not refund but will extend. We are not going on this trip anytime soon, especially coming from outside the USA. This company has the worst customer service out of all the companies I dealt when cancelling for our trip we never went on. These are not normal times. This company should realise that and work with their customers. Do not buy anything from this company. It is not worth it.

DO NOT PURCHASE from NY Pass. I have purchased 2 passes in December 2019 with an extension to December 2021. Due to COVID, NY will b closed to international travellers however NY Pass will not refund the $498 I paid them. A rip-off

STAY AWAY FROM THIS COMPANY. This Company has no customers service what so ever.I purchased passes for a trip planed in april with my niece. Then covid hit. After several emails,chats, etc. they made it clear that their refund policy states no refund after 90 days for any reason. We had no problem getting a reimbursement for Everything else we booked due to covid. Broadway show hotel etc. Just this company refuses to refund or even talk tu us in person. Very impersonal.

Just a warning to any potential customers of The New York Pass. After months of disputing with the company about refunding my tickets which I couldn’t use due to covid cancelling my travel, I put a claim in with my credit card company for a refund. They happily granted the refund as it was clear that I have been charged for services I was not provided with. I was told like everyone else the pass would be valid for a later date. In this climate I have no intention of travelling to New York or any of the cities they offer the pass on so should rightly receive this refund. New York pass now have the cheek to dispute the charge back which will drag this whole process on for up to another 6 months! Stop keeping people’s hard earned money and be a decent company or you won’t have any customers once this situation is over and tourism returns!

Yep - this company is the worst and should be ashamed! It’s not like we chose not to travel - the whole world went into lockdown. Same offer was made to us - use it somewhere else. Hmmmmm ... where? This was the only company not to refund our money. The ONLY company not to refund - meanwhile we had refunds on all flights, hotels, Airbnb, planes, trains, baseball tickets etc. We are all in this together. Making people pay for a service they can’t use is the lowest.

I would like to say that I used the new york pass and had the time of my life however I cannot. I was planning to attend in October 2020 however due to COVID I am unable to travel and have requested that the new york pass refund my money. I have emailed them around 30 times so far asking for a refund and either recieve a cut and paste repsonse to say they will not refund only extend the pass for another year or they just ignore the email completely. I find the fact that they are ignoring my numerous emails very unprofessional. I also find the fact they appear to not even read the email as the cut and paste response does not even answer the questions that I asked. I am aware that they have refunded other people as I have spoken with other people who were due to travel and they after numerous emails have been refunded. What I am asking is what is their refund criteria? WHy refund some people and not others? I have even filed a BBB complaint and they continue to send them a cut and paste reponse denying me a refund. I would have liked to have bought the pass again when I would be able to travel to new york again however due to their lack or customer service I dont think I will be purchasing one. So disappointed that my trip was cancelled and now to have this experience with the new york pass I am gutted. I would have thought companies would be showing more compassion for customers.

Pass certainly motivated us to cover territory, and had a great NYC experience in part because of it, but following two points to consider from our perspective. - value probably in front over the course of seven days without doing detailed breakdown, covering most of what we wanted to achieve, but in winter some of the more attractive offers for an active family not available, once you get past standard must do list - priority bypass of queues is a furphy, in fact opposite applied during our stay over Xmas / New Year period. Seemed like everyone had New York passes or similar so absolute default priority went to those buying tickets at the location. Add this to everyone going through security regardless then this worked out to be a reverse of the selling point ( this was a particularly busy time of course...). On balance New York pass not a slam dunk for our context.

When u buy your New York passes it dose get you into lots of different things but be prepared to do lots of queuing even when there fast track that's the down side to these tickets

Paid for a New York Explorer Pass with 7 attractions. The savings are pretty minimal but the tech worked ok and it saved on queuing in a couple of busy attractions.