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faqs

What can we help you with?

 

Browse our FAQs for help and advice.

 

No luck? Contact us with any further questions, we are always happy to help…

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Q: Do you recognise Hidden Disabilities Sunflower Scheme? 

A: Yes we do, click here for more information.

Q: What is Hidden Disabilities Sunflower Scheme? 

A: Some disabilities, conditions or chronic illnesses are not immediately obvious to others. Simply by wearing the sunflower lanyard, visitors are letting everyone know that they might need extra help, understanding, or just more time. , click here for more information.

 

Q: Do you have disabled parking bays and where are they located? 

A: We have a number of disabled parking bays that are spread across the car park.

The Orange under-venue car park has the following spaces:

  • Zone 2: 11 bays
  • Zone 3: 15 bays
  • Zone 4: 4 bays
  • Zone 8: 12 bays
  • Zone 9: 5 bays
  • Zone 13: 6 bays
  • Zone 14: 28 bays
  • Zone 15: 4 bays

See our car park map for more details.

 

Q: What size are your disabled bays? 

A: They are 5.90m x 3.60m.

 

Q: Is your disabled parking free of charge?

A: Disabled blue badge holders can park in designated disabled parking bays. Parking costs £25 per day. For more details on our disabled parking please click here.

 

Q. Where are the disabled toilets?

A. The disabled toilets are located at the following points:

  • Between South Halls S9/S10
  • Between North Halls N10/N11 on level 0
  • At the back of the North Halls N4/S4
  • South Gallery level 2 and the dock edge on level 0
  • Platinum Suite levels 2 and 3
  • Prince Regent walkway
  • Level 0 at the east end of the venue
  • Capital Suite levels 2 and 3

For more information, please contact info@excel.london or connect with us on Twitter. 

 

Q: Are dogs permitted at ExCeL London?

A: ExCeL welcomes all Guide and Assistance Dogs. Guide and Assistance Dog owners have important rights under the Equality Act 2010 meaning they are legally permitted to enter establishments where the public are admitted. 

If you wish to advise us of your planned visit, please contact info@excel.london.

Q. Are support animals permitted at ExCeL London?

A. The wellbeing of our visitors is important to us and therefore we endeavour to welcome personal support animals to the venue during events. 

Some events may however have restrictions, where the organiser may have assessed that the specific nature of the event would not be a suitable environment for support animals. 

In order to support visitors wishing to bring personal support animals to the venue and to ensure smooth entry for those animals permitted, we ask visitors to contact the event organiser directly in advance via email, copying in info@excel.london. Organiser contact details can be found on the event website via our listings here.

Please be aware that welfare facilities for support animals are not available onsite and all owners will be fully responsible for the action of their animal, which will need to be kept under control and on a lead, harness, or in a pet carrier at all times.

Q. Where could I go with my team for a drink or for dinner?

A. You can experience more of London by exploring our range of hand-picked restaurants and bars. Whether you’re in the mood for fine dining or a relaxed pub atmosphere, browse our recommendations.

 

Q. What else can I do in the area after the event is over?

A. London is a thriving city with cultural sites, entertainment and attractions. Make the most of your time here and explore, no matter how many times you visit, there’s always something new to see. For more information about the local area and beyond please visit recommendations.

Q: Where are the cloakrooms located and is there a charge for using them?

A: Venue cloakrooms are open during event hours and are provided complimentary (subject to organiser discretion). The cloakrooms are located on level 0 (down the stairs, in between hall entrances N4 & S4) and at the east end of the venue on level 0. 

If you are attending an event in either the ICC Capital Suite or the Platinum Suite, these areas have their own cloakrooms.

Please note we are unable to store any items overnight and cameras, laptop equipment or any other electronic devices cannot be stored in cloakroom at any time.

 

Q: Are there any post boxes near ExCeL?

A: There is one post box at the west of the venue by the taxi rank.

 

Q: Is there a Multi - Faith Prayer room?

A: The Multi - Faith Prayer room can be accessed through the grey door next to the S9 entrance on the boulevard.

 

Q: Where are the baby changing facilities?

A: There are baby changing facilities on level 0 in both the male and female toilets in the boulevard. In the ICC area (The east end of the venue) the red blocks between S9/S10, N10/N11, the Prince Regent DLR east corridor and East Level 0, the baby change facilities are in the disabled toilets.

The family room can be found by S9. Inside has two changing mats, chairs for breastfeeding, a microwave to heat up baby food and a bottle warmer. It also contains a sink and toilet.

 

Q: Do you have a family room?

A: The family room can be found by S9. Inside has two changing mats, chairs for breastfeeding, a microwave to heat up baby food and a bottle warmer. It also contains a sink and toilet.

 

Q: Can I charge my devices at the venue and how much does it cost?

A: We have power bank rental units spread throughout the boulevard (next to Venue Services and at hall entrances N4, N7 and S9). 

You can rent a power bank for just £2.00 for the first hour and then it's capped at £4.00 per day. Return the power bank to any Joos unit in London. You also have the option to purchase a power bank outright for £30.00. 

Payment options: 

  • Pay through the Joos app
  • Use the contactless card terminal on the side of the unit

For more information visit the Joos customer page joos.app/customers/. And don't worry, you won't be held liable for any damage or losses to our Joos products (stations of power banks). Joos have you covered with full public liability.

Q: Do you have ATMs?

A: There are two Note ATMs near the west entrance of the venue by Costa and Orzo Deli, and another Note ATM in the centre of the boulevard between entrances S6 and N6. There are a Barclays and a Note ATM located on level 0 between N4 and S4. Should the in-venue ATMs run out of cash, there is also an ATM nearby at the Tesco Express.

 

Q: Is there anywhere I can change money?

A: There is a shop on level 0 at the bottom of the stairs near N4/S4 which sells a range of stationery items and has its own Bureau de Change.

 

Q: Do you have a foreign currency ATM?

 A: There is a Travelex ATM by the S11 entrance on the boulevard. 

Q: Is there anywhere that can help me with photocopying or other business services?

 A: There is a shop on level 0 at the bottom of the stairs near N4/S4 which sells a range of stationery items and can also do photo copying and faxing. This shop has its own Bureau de Change.

Q: Where is the first aid point?

A: You can approach any of our ExCeL team who can help you with a medical emergency or go to level 0 on the boulevard and down the stairs by N4/S4.

Q: Is there a map of the venue?

A: If you require a map of the venue please contact info@excel.london. You can plan your journey to ExCeL using our travel section

 

Q: What is the nearest station to ExCeL?

A: There are two DLR stations: Custom House for events taking place in the west of the venue and Prince Regent for those taking place in the east. We’d advise checking the details of your event before you travel so that you can alight at the most convenient station. 

 

Q: What is the nearest underground station to ExCeL?

The nearest underground station to the venue is Canning Town. Take the DLR (Dockland’s Light Railway) from Canning Town towards Beckton and alight at Custom House or Prince Regent DLR station depending on the nearest entrance for your event.

Alternatively, you can walk to the venue - ExCeL is approximately 20-minutes walking distance away from Canning Town underground station. Download ExCeL's walking route map here.

 

Q: What is the post code?

A: Please use E16 1FR if you are using a sat nav system. Please note access to the car park under the venue is only via Royal Victoria Dock Road or the A112, click here to see the map.

 

Q. Can I find your venue using what3words?

A. We are using what3words to help you find different places around the ExCeL estate such as the entrance to your event or the car park. what3words has given every 3m square in the world a unique three word address.

Click here for website

Download the what3words app

Android

iOS

Q: Are there any cycle racks?

A: Cycle racks are located by the west entrance, near the taxi rank. There is no charge to use the cycle racks.

 

Q: Where can I purchase an Oyster Card near the venue? 

A: You can buy an Oyster Card at any underground station, the closest to ExCeL London is Canning Town. Contactless credit and debit cards can also be used to travel on travel on tube, DLR, London Overground, buses and most National Rail services in London for the same price as an Oyster fare.

 

Q: When does the cable car run?

A: The cable car has a different timetable in winter and in summer.

 

Summer      (1 April to 30 September)

Mon–Thurs    07:00-22:00

Friday           07:00-23:00

Saturday       08:00-23:00

Sunday         09:00-22:00

 

Winter         (1 October to 31 March)

Mon–Thurs     07:00-21:00

Friday            07:00-23:00 

Saturday        08:00-23:00

Sunday          09:00-21:00

Q. Where can I stay while attending an event at ExCeL London?

A. We have a number of hotels located very close to the venue, for more information please visit hotels page.

Q: Do you have any logistic services at ExCeL?

A: Our logistics partner DSV Fairs & Events is based on site. They have significant experience not only of the venue but managing freight and logistics for events around the world. Please call +44 (0)843 227 2032 or email excelfairs@dsv.com for further information.

Q: Where can I claim my lost property?

A: We work closely with our teams, to reunite you with your lost items. If you think you've lost something at ExCeL London, please contact securitySuite@excel.londonPlease be aware that once notified that lost property has been found, guests have up to 30 days to collect their item(s) before they are donated to a local charity.

 

Q: Is there a map of the venue?

A: If you require information regarding event entrances or have any additional queries please contact info@excel.london

Please be advised that pre-booking is only available for events from Friday 1st December 2023

 

General Queries

Q. What is the price of parking?

A. Parking is charged at £25.00 per day, per vehicle, per entry, with some exceptions. Please check with the organiser of your event to see if there are special arrangements when it comes to parking.

 

Q: Is there a map of the car park?

A: Please find a link to a map of the car park here.

 

Q. How many Blue Badge Spaces do you have?

A. There are 88 blue badge spaces within the car park, located conveniently next to the entrances to the venue. 

 

Q. Is your disabled parking free of charge? 

A. To pre-book a disabled parking space please visit the on-line booking platform here. Once you select the date(s) you would like to park which should then display the event you are planning to attend. Select the type of space you need and complete the form to secure your spot. 

 

Q. How can I get a refund?

A. If you have pre-booked your parking space and no-longer require it, you can cancel your booking for a full refund within the “manage-my-booking” section of the booking portal. If you have paid for parking on-site (i.e., not pre-booked) please contact parkingonline@excel.london where your refund request will be considered. Refunds will be considered within 5 working days of receipt of any email.

 

Q. There are no more blue-badge spaces available within the car park for pre-booking, what can I do?

A. There are a total of 88 blue badge spaces within the car park. When booking your parking, if there are no blue-badge spaces available, then please contact parkingonline@excel.london. With best endeavours we will temporarily convert some standard parking spaces into additional blue badge spaces. 

 

Q. Am I able to charge my car at your venue?

A. We are currently reviewing the provision of electric car charge points which will be available soon. To find the nearest charging points across London please visit https://www.zap-map.com/live/

 

Q. Do you have motorcycle parking and how much does it cost?

A. Our motorcycle parking is free but cannot be pre-booked. Please enter the car park at the West entrance (E16 1FR). Please follow the one-way system and it will take you to the upper level where you will see designated motorcycle bays in Zone 2.

 

Pre-Booking

Q. How do I pre-book a parking space for my event?

A. To pre-book your parking space please visit the on-line booking platform here. Please select the date(s) you would like to park which should then display the event you are planning to attend. Select the type of space you need and complete the form to secure your spot. 

 

Q. I do not know my arrival or exit times at the time of booking, what should I do? 

A. Please continue with your booking with estimated times. Times can be amended at any time prior to your arrival for entry to the car park by using the manage my reservation link within the website. If you have arrived and wish to extend your booking, then this can also be amended within the manage my reservation link within the website. Please note, if you extend beyond the day of your attendance, you will be required to pay an additional fee as per the parking tariff applied.

 

Q. My event isn’t listed on the day I am attending?

A. From time-to-time special arrangements are made for parking at a specific event.  If this is the case for the event, you are attending then the organiser will be given promotional code for visitors and exhibitors to use. If you don’t have this code, please contact the event organiser so that you can proceed with your booking. 

 

Q. I have made a booking, but now I am bringing a different vehicle, can I amend my vehicle registration on the booking? 

A. You can amend the registration of your vehicle at any time following your booking by using the “manage my reservation” link on the website. An unlimited number of changes can be made, but your vehicle details must be correct at the time of arrival.

 

Q. I do not know my vehicle registration at the time of booking, how can I secure parking? 

A. You can edit your booking at any time up to 24 hours before you arrive. Your vehicle registration details can be edited using the “Manage Reservation” link at the top-right corner of the booking platform. Please ensure that your vehicle registration details are correct prior to arriving on site to minimise any delay entering the car park.

 

Q. I have decided no longer to drive to my event, how can I cancel / get a refund?

A. Your booking can be cancelled at any time using the “Manage Reservation” link, located in the top-right corner of the booking platform. Please note that this may be subject to a cancellation fee. 

 

Q. What if I decide to not pre-book my parking?

A. Pre-booking your parking is the only way to guarantee a space in the venue’s car park. However, if you arrive without a booking, you will be allowed entry if there is capacity to park. You will need to pay for your parking prior to leaving the car park at either the payment stations, or by using the on-line payment platform.  There are QR codes in the car-park lobbies that direct you to the on-line payment platform.

 

Q. I am attending an event for multiple days, how should I book my parking?

A. There are two options. You can either enter and exit the car park each day making a booking for each day or if you are intending to park your vehicle and leave it in the car park for your entire stay, then you can make just one booking for the entire period. 

 

Accessing the Car Park

Q. How do I get to the car park? 

A. The car park can only be accessed by arriving via Royal Albert Way (A1020). Please use postcode E16 1FR or what3words ///cheer.events.began .There is no access to the venue car park from Western Gateway or Seagull Lane. 

 

Q. What do I do when I arrive at the car park?

A. There are two entrances from Sandstone Lane. One for vehicles under 1.9m in height (the first entrance you come to) and one for vehicles between 1.9m and 2.8m (the second entrance). Stop your vehicle at the barriers, your vehicles registration will be read by the cameras, and if successfully read, the barriers will lift . A ticket will be produced if your vehicle registration cannot be read successfully. If a ticket is produced, please retain this for validation on exit.

 

Q. I have made a pre-booking but the barrier is not opening for me, what should I do?

A. In the rare occurrence of the barriers not opening on your arrival, please use the intercom system at the barrier to contact a member of staff for assistance.

 

Q. Do you have disabled parking bays and if so where are they located? 

A. We have a number of disabled parking bays that are spread across the car park.

The Orange under-venue car park has the following spaces:

Zone 2: 11 bays

Zone 3: 15 bays

Zone 4: 4 bays

Zone 8: 12 bays

Zone 9: 5 bays

Zone 13: 6 bays

Zone 14: 28 bays

Zone 15: 4 bays

See our car park map here for more details.

 

Q. What size are your disabled bays?

A. They are 5.90m x 3.60m.

 

Payment & Exiting the Car Park

Q. How do I pay for car parking if I haven’t pre-booked?

A. If you have not pre-booked parking, you will need to pay at the machine in the car park lobbies or using the QR code displayed in the car park that takes you to the on-line booking portal. Firstly, input your vehicle registration number and then the system will ask you which days you are planning to park and then ask you for payment. 

 

Q. I didn’t pay prior to reaching the exit barrier, what do I do?

A. If you have not paid for your parking, the exit barrier will not raise to let you leave. The exit terminal will calculate the parking charge and you will be able to pay using the contactless payment point at the terminal. Once payment is received, the barrier will raise, and you can leave the car park.

 

Q. I paid for parking, but the barrier is not opening for me to leave, what do I do?

A. Please use the intercom system at the barrier to speak with a member of staff. They will be able to confirm whether payment has been received, and if it has, will open the barrier to allow you to leave.

 

Q. I was provided a ticket on entry, how do I validate my parking?

A. If you were provided with a ticket when you entered the car park, please scan the barcode at the payment machine, so you can pay for parking.

 

Q: Where is the nearest pharmacist?

A: There is a pharmacist on Freemasons Road, which is located on the other side of Custom House station.

Q: Where is the nearest supermarket?

A: Market Express is located by the Hall Entrance N10, there is a Tesco Express about 600m from the west entrance to the venue

 

Q: What are the opening times for Market Express?

A: Opening hours will differ based on which events are in the venue. To find out what is open when you come to ExCeL, please visit food and drink page.

 

Q: What is Market Express?

A: It's a new and improved rapid way to make your food, drink and convenience purchases, minus the traditional checkout experience. Simply tap your payment card or mobile wallet upon entry, walk through the gates into the store, pick up your items and walk out of the gates. If you need a receipt, you will need to enter your email address at the tablet inside the store before you exit and it will be emailed to you.

Q: What are the benefits?

A: An improved visitor experience with super quick service times. No need to wait to pay or even scan your items – the purchases you pick up are automatically added to your “virtual cart” and charged to your chosen payment method when you leave – a purchasing journey in super quick time, allowing you to get back to your day at ExCeL. 

Q: How does it work?

A: Amazon Just Walk Out technology detects what is picked up from or returned to its shelves, creating a virtual shopping session. When guests have completed their shopping experience, they are able to leave the store and their choice of payment method will be charged for their items. Just Walk Out technology is made possible by artificial intelligence which accurately determines who took what in any retail environment. Amazon built synthetic datasets to mimic millions of realistic shopping scenarios—including variations in store format, lighting conditions, and even crowds of shoppers—to ensure accuracy.

Q: How is my data protected?

A: No facial recognition or biometrics are used to ensure privacy, ensuring anonymity for customers. Once inside, Amazon Just Walk Out technology anonymously tracks what is picked up from or returned to its shelves, creating a virtual shopping session.

 

Q: What products can I buy?

 A: ‘Market Express’ has an extensive retail offer with something for everyone: hot beverages, nutritious grab-n-go hot meals, sweet and savoury bakery items, salads, sandwiches, a wall of fridges stocked with soft drinks, fruit juices and milk-based drinks. An envious snack range including fruit, nuts, granola bars, cereal, biscuits, crisps, sweets and chocolate; plus, essential convenience items from medical supplies and toiletries to reading glasses and umbrellas.

 

Q: Do all payment cards work?

A: Google Pay and Apple Pay mobile payment systems are compatible with Market Express. Alongside all contactless credit and debit cards apart from American Express. Pre-loaded payment cards or gift cards are not accepted. 

Q: Why is a pre-authorisation necessary?

A: Pre-authorisation confirms valid payment cards and avoids failed transactions. 

Q: What is the process if I’ve been charged incorrectly?

A: In the unlikely event you have been charged incorrectly, please email MarketExpress@levy.co.uk  and we can review the artificial intelligence footage and rectify any issues for you. 

Q: How long will it take until I get a receipt?

A: If you have requested a receipt, you will typically receive it within an hour.  

 

Q: I haven’t been emailed a receipt and it’s been 24 hours?

A: Please email MarketExpress@levy.co.uk  and we will look into this for you. 

 

Q: I forgot to get a receipt and need to claim back expenses, what do I do?

A: Please email MarketExpress@levy.co.uk  and we will look into this for you. 

 

Q: I walked through and didn’t buy anything when will my pre-authorisation be refunded?

A: Dependent on the bank/card issuer the pre-authorisation will be refunded within 2-12 hours. If you have not received it in this time frame please email MarketExpress@levy.co.uk  and we will look into this for you.

 

Q: I did not spend £10 in Market Express, when will I receive my change? 

A: Dependent on the bank/card issuer you will receive change from your £10 pre-authorisation within 12-24 hours. If you have not received it in this time frame please email MarketExpress@levy.co.uk  and we will look into this for you.

 

 

 

 

 

Q: Where is the traffic office located?

A: The traffic office is parallel to the venue along Sandstone Lane (see our car park map for more details).

Q. How can I purchase ticket for the event I am interested in?

A. ExCeL London does not manage ticket sales or allocations. We recommend contacting the event organisers for the event you are interested in. Their details can be found on ‘What’s On’ page.

 

Q. I have purchased tickets for the event held at ExCeL but have not received them. Can you help?

A. We recommend that you contact the organiser or organisation who sold you tickets. The event organiser details can be found on ‘What’s On’ page. If you cannot see the event listed, please contact us info@excel.london.

 

Q. When is the venue open?

A. The venue opening hours are subject to public holidays and vary depending on the event being hosted. For more information about the event you are attending, please visit our ‘What’s On’ page.

 

Q. Are dogs permitted at ExCeL London?

A. ExCeL welcomes all Guide and Assistance Dogs. Guide and Assistance Dog owners have important rights under the Equality Act 2010 meaning they are legally permitted to enter establishments where the public are admitted. 

If you wish to advise us of your planned visit, please contact info@excel.london.

 

Q. Are support animals permitted at ExCeL London?

A. The wellbeing of our visitors is important to us and therefore we endeavour to welcome personal support animals to the venue during events. 

Some events may however have restrictions, where the organiser may have assessed that the specific nature of the event would not be a suitable environment for support animals. 

In order to support visitors wishing to bring personal support animals to the venue and to ensure smooth entry for those animals permitted, we ask visitors to contact the event organiser directly in advance via email, copying in info@excel.london. Organiser contact details can be found on the event website via our listings here.

Please be aware that welfare facilities for support animals are not available onsite and all owners will be fully responsible for the action of their animal, which will need to be kept under control and on a lead, harness, or in a pet carrier at all times.

 

Q. What is your smoking policy?

A. ExCeL London operates a no smoking policy throughout the venue. Smoking is permitted outside the venue.

 

Q. Are e-cigarettes allowed to use inside the venue?

A. E-cigarettes and vaping are not permitted within the venue. These can be used outside the venue only.

 

Q: Are personal wheeled vehicles permitted within the venue?

A: Hoverboards, skateboards, segways, scooters, rollerblades, and bicycles are not permitted for use within the venue or the Boulevard.

 

Q. What are the options for eating and drinking onsite?

A. ExCeL London has over 40 onsite cafés, bars and restaurants, including numerous concessions within the venue itself. There are restaurants with table-service for more formal dining as well as grab and go option. For further information visit food and drink page.

 

Q. Which food outlets will be open during my visit to ExCeL?

A. Opening hours will differ based on which events are in the venue. To find out what is open when you come to ExCeL, please visit food and drink page.

Q. What are the opening times for Habanero?

A. Opening hours will differ based on which events are in the venue. To find out what is open when you come to ExCeL, please visit food and drink page.

Q.  Can I order at the Habanero counter?

A. No, the self-order units are the only way to order at Habanero.

 

Q. Are all the food and drink options available at Habanero?

A. The full Habanero menu is available to order including hot and soft cold drinks.  However  items from other food outlets cannot be ordered from here.

 

Q. Do you have gluten free options at the venue?

A. We are pleased to inform you that there are number of retail outlets located within our venue that offer a gluten-free food option. For more information please visit food and drink page and use the filter option to select outlets catering your requirements.

 

Q. Can I charge my devices at the venue and how much does it cost?

A. We have power bank rental units spread throughout the boulevard (next to Venue Services and at hall entrances N4, N7 and S9). 

You can rent a power bank for just £2.00 for the first hour and then it's capped at £4.00 per day. Return the power bank to any Joos unit in London. You also have the option to purchase a power bank outright for £30.00. 

Payment options: 

  • Pay through the Joos app
  • Use the contactless card terminal on the side of the unit

For more information visit the Joos customer page joos.app/customers/. And don't worry, you won't be held liable for any damage or losses to our Joos products (stations of power banks). Joos have you covered with full public liability.

Q. Is there anywhere to refill my water bottle?

A. Yes, there are four water refill stations located by the East and West Entrances as well as by the halls S4 and S7.

Q. Do you have a whistleblowing facility?

A. ExCeL London’s whistleblowing hotline has been designed to allow anyone to raise genuine issues of malpractice or impropriety at ExCeL. The hotline is to be used exclusively to report possible illegal, unethical, or improper conduct when the normal channels of communication have proven ineffective or difficult.

The hotline, operated by an independent company Expolink Europe Ltd., is available 24/7 and can be used in confidence.  You can use 0800 374 199, a toll free number when dialled in the UK or from outside the UK use +44 1249 661 808 for an international collect or reverse charge call.   

You can also email details of your concern to excellondon@expolink.co.uk or submit a report by visiting www.expolink.co.uk/excellondon

Q. Is there free WiFi ?

A. At ExCeL we have free, fast WiFi which is suitable for browsing, social media, and email. When you arrive at the venue, you just need to sign in to '_ExCeL FREE Wi-Fi' using our standard log in, or via LinkedIn, Facebook, or Twitter.

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