FAQ

Are you not finding the information you’re looking for on our website?
Find the answer to your question by reading our customers’ most popular requests.

About Paris je t'aime - Paris Tourist Office

About us 

Promoting, Welcoming, Bringing together, Informing, Captivating: that’s PARIS! In its many efforts to showcase the capital, Paris je t’aime – Tourist Office promotes the city's tourism offer and supports tourism professionals at local and international level, while responding as effectively as possible to the new demands of the public in terms of sustainable and responsible development.

Booking & tracking my order

How to book my ticket? 

Please click on the following link: https://parisjetaime.com/eng/tickets to discover all our products and select the ones you would like to order. 
You can also go to one of the tourist reception points in Paris where our staff will provide you with information and advice on booking your attractions and planning your stay in Paris.

Can I use a discount code? And if yes, how? 

Yes. After selecting your attraction(s) and adding it/them to your shopping basket, go to your basket, where you can select the option ‘use a discount code’ before proceeding to pay for your order. 

When can I use my tickets?

Most of the tickets offered on our website are valid on the day and at the time of your choice, subject to the validity date given on the product description when you make your purchase.
For certain attractions and depending on availability, you must select the day and time of your visit when making your online purchase.

I've made my booking, but I haven't received my order confirmation by email. What should I do?

First of all, please check that our email confirmation has not accidentally gone into your spam folder. If it hasn't, please check your customer account and contact your bank to make sure that the transaction has been accepted. If the transaction has been made, please contact our customer service department so that we can check your request.

I've made my booking, but I haven't received my tickets. What should I do?

Many of the tickets offered on our website are sent automatically by email on the day of your purchase, so please check your spam folder. Most tickets can be downloaded at any time in your customer account. 

If you have ordered a transport ticket, go directly to the collection point you have selected with your order confirmation.

Some services require the assistance of our booking department, in which case it will take between 24 and 72 hours to receive your tickets by email. Products to which this applies: Eiffel Tower, Louvre Museum, Disneyland Paris, Château de Versailles, excursions offered by Pariscityvision. 
If you still have not received your tickets after this period of time, please contact our customer service department by filling in our contact form.

Where can I collect my transport tickets? 

You can pick up your order from our reception point SPOT 24:

  • Spot24: 101 quai Jacques Chirac, Paris 15
    (métro 6 : Bir-Hakeim or RER C : Champ-de-Mars - Tour Eiffel )

Can I get a refund if I don't collect my order?

As indicated in our General Terms and Conditions of Sale, tickets are non-refundable and non-exchangeable.

What kind of proof do I need to collect my order?

To collect your order, you must present your order email confirmation and proof of identity.
If you do not present your order email confirmation and proof of identity, you may be refused collection of your order.

What is the maximum period for collecting my order from the chosen reception point?

Your order will be available for you to collect for a period of 2 months starting from the collection date chosen during your online booking. After this time, your order cannot be delivered or reimbursed.

I need help with my order; how can I contact the customer service department?

This page gives you the answers to the questions we are most frequently asked. If the answer to your question is not in this section, please contact our customer service department, available from Monday to Sunday from 9am to 6pm, via the contact form. 

Payment of your order

Is payment on the Parisjetaime.com website secure? 

You pay via a secure server that protects your bank details.
Payments to Office du Tourisme et des Congrès de Paris are secured by our partners BNP PARIBAS and Adyen. 
Office du Tourisme et des Congrès de Paris has adopted the SSL encryption process to protect all data relating to personal information and means of payment. In all secure areas where the URL address of parisjetaime.com begins with https:// (where the ‘s’ stands for ‘secure’), information is encrypted and therefore protected before transfer via Internet. 

What means of payment are accepted on the Parisjetaime.com website? 

Online purchases can be paid for by credit or debit card. (Visa, MasterCard, AMEX) or by Paypal. 
Payments by bank transfer, cheque or administrative order are only accepted for groups, administrations, companies and works councils and not for private individuals. If this applies to you, please contact us at [email protected]. 

What if I cannot pay by any of the above methods?

You can buy most of the products available on our website directly from one of our points of sale in Paris.  

Do you accept payments via Paypal?

Yes, you can pay for your order online using your Paypal account. When you complete your booking, you will have the option of choosing one of our different payment methods: credit card or debit card, or Paypal, you will then be re-directed to the PayPal website to finalize your order. 

Your customer account

How do I create my customer account? 

Before validating and paying for your purchase, you will be asked to complete the mandatory fields such as your surname, first name, email address and telephone number. Once you have paid, you will receive an email confirming the creation of your customer account.

How do I connect to my customer account? 

Go to the bottom of the page of the website https://parisjetaime.com > rubric ‘customer account’. To connect to your account, enter your email and your password. If you have forgotten your password, click on ‘Forgot password?’ And follow the instructions. 

What is my customer account for? 

Your customer account allows you to view your order history, personal information, and invoices. You can also download your e-tickets at any time.

How do I change my personal details? 

Connect to your customer account by clicking on the rubric ‘customer account’, available at the bottom of the website page https://parisjetaime.com. After logging in to your customer account, go to the ‘My details’ section, where you can change your email address, surname, first name, country, telephone number and password. Remember to click on ‘Save’ to save your changes. 

Information relating to your attractions

How can I find out the validity date of my tickets? 

Some attractions are time-stamped, so it is essential to select the day and time of your visit when you buy online. Your ticket will be valid only for that date and time.
Other attractions are valid on the day and at the time of your choice for a certain period before the expiry date mentioned on the product information page at the time of purchase and on your ticket.  

Do I need to print my tickets? 

Most of our partners accept tickets presented on a smartphone. Your ticket will indicate whether or not it must be printed. If it is an e-ticket, it will be indicated ‘Smartphone tickets accepted’.

Modification of your booking

Is it possible to modify the attraction that I have booked? 

It all depends on the attraction you have booked. Modification and cancellation conditions are specified on your ticket.
Some attractions cannot be changed or cancelled. Other attractions can be cancelled and/or modified up to 72 hours before the date of the event. If your request is made less than 72 hours before the date of the event, no cancellations or changes will be taken into consideration. All modification and cancellation conditions are specified on your ticket.

Can I add new attractions to my order? 

Yes, of course. To add to your order, please contact our customer service department by completing the contact form here. Please specify the activity, quantity, and date you wish to book. Our customer service will then send you a payment link to confirm your booking.

I made a mistake in my choice of tickets. How can I change my booking? 

Please note that some tickets are neither exchangeable nor refundable. First, we invite you to consult the modification conditions specified on your ticket.
So that our customer service department can study your case, please complete the contact form available here. 

Cancellation and refund

Can I cancel my order and obtain a refund? 

First of all, we invite you to read the cancellation conditions specified on your ticket, as well as our general terms and conditions of sale, which are available at all times on our website : https://parisjetaime.com.   
All the modification and cancellation conditions are specified on your ticket.
To send your request, please contact our customer service department by completing in the contact form available here. 

What happens if the attraction service provider cancels my booking? 

If one of our partners contacts you to inform you that they will unfortunately be unable to honour your booking, we invite you to contact our customer service department to obtain a refund for your tickets. To contact the customer service department, please complete the contact form available here.

I haven't used my tickets, and the validity date has now expired - can I get a refund? 

Once the validity date shown on your ticket has expired, your ticket is non-exchangeable and non-refundable. 

During my visit, the establishment was closed. Can I reschedule my visit or obtain a refund for my tickets?

When an establishment informs us of an exceptional closure on a certain date, our teams do all that they can to notify the customers affected, by email or telephone. If you were not notified, please complete the contact form available here. 

The Paris Passlib'

What is the Paris Passlib’? 

The Paris Passlib’ is the official pass of the Paris destination. It is a digital pass with a dedicated app. You can choose from 6 packages (Culture – 2 versions available, Mini, City, Explore, Explore+). The Paris Passlib’ gives you access to a wide choice of attractions: museums, monuments, cruises, guided tours, etc.  

Where can I buy the Paris Passlib’? 

You can buy the Paris Passlib’ on the official website of Paris je t’aime – Paris Tourist Office or at our tourist information point in Paris: 

  • SPOT24 
    101 quai Jacques Chirac, Paris 15 
    Métro : Bir-Hakeim (ligne 6) - RER : Champ-de-Mars - Tour Eiffel (ligne C) 
    You can also buy it on one of the partner websites of Paris je t’aime – Paris Tourist Office. 

Can I book the Paris Passlib’ online and receive it by email? 

Yes, the Paris Passlib’ is 100 % digital! After you have made your purchase online, you will receive a confirmation email with your Paris Passlib’. All you have to do is follow the instructions to download your QR-code and then activate your pass via the app. 

Is it necessary to book a Paris Passlib' for children, students, and senior citizens?

No, the Paris Passlib’ is available at a single price. Many establishments offer a reduced rate or free admission for children, students, and senior citizens.
Before booking the Paris Passlib', we recommend that you contact each establishment to check their conditions of access.

Is there a reduced rate for jobseekers, people with a disability card or an Education Pass? 

No, the Paris Passlib’ is not available at a reduced rate. 
Many of the partners included in the Paris Passlib' offer free or reduced rates for jobseekers, teachers and disabled people and their carers.
Before booking the Paris Passlib’, we recommend that you contact each establishment to check their conditions of access.

Is it possible to book the Paris Passlib' for a group visit?

The Paris Passlib’ has been designed for individuals or small groups (less than 10 persons).  
If you are in a group, you must ask for information before your visit and comply with the access and booking conditions. You may be required to pay admission charges applied by certain establishments. If you have any queries or would like to book your visit, please contact our Groups department. 

How long is the Paris Passlib’ valid for? 

Whichever package you choose, the Paris Passlib’ is valid for several months, and until the date indicated during your online purchase and on your ticket.
So, you can gift it or keep it for several months and then use it whenever you like!

Is the Paris Passlib’ issued in a specific name? 

No, the Paris Passlib’ is not issued in a specific name, it can therefore be given or lent to someone else. Nevertheless, it is not possible to share the same pass. Each person must have their own pass. 

What attractions are included in my Paris Passlib’? 

The Paris Passlib’ gives you access to a wide range of attractions. 
Each package offers a varied choice of attractions: guided tours, cruises, tastings, bike, or bus tours ...
Find out about all the attractions available for each package here. 

Does the Paris Passlib’ include public transport? 

No, the Paris Passlib’ does not include public transport. However, you can complete your pass by booking your public transport tickets in advance online or at our information points in Paris. 

Is access to the Eiffel Tower included in the Paris Passlib’? 

Yes! Access to the second floor of the Eiffel Tower is one of the attractions available in some Paris Passlib’ packages. This attraction is available subject to availability on the date and time slot requested. All the information you need to book your slot is available in the app. 

Is access to the Louvre included in the Paris Passlib’? 

Yes! A self-guided tour of the permanent collections of the Louvre Museum is included in some Paris Passlib’ packages. This attraction is accessible subject to the availability of the date and time slot requested. All the information you need to book your slot is available in the app.

Do I need to book my attractions in advance? 

It all depends on the attraction you choose.
Some attractions require you to book a date and time slot. You can identify the attractions concerned using the pictogram [ticket] in the application.
There is no additional charge for booking a date and time slot
Depending on the activity chosen, the time slot can be booked by, email, telephone or directly on the partner's website. A confirmation will then be sent to you by email – please keep it and bring it with you on the day of your visit.
To guarantee availability during your stay, we strongly recommend that you book your activities as far in advance as possible.

How do I book attractions included in my pass? 

When you receive your Paris Passlib’, we invite you to take the following steps: 

  1. Download the Paris Passlib’ app on your smartphone; 
  2. Scan the QR-code or enter the number of your pass in the dedicated field; 
  3. Depending on the package you have chosen, select the attractions of your choice; 
  4. For attractions requiring you to book a time slot: book the date and time of your choice by following the instructions on the app and you will receive a time-stamped ticket that you should keep safely.

When will my pass be activated? 

Your pass will be automatically activated when you download it onto the app. It will then remain valid until the expiry date mentioned on the voucher received by email on the day of your purchase. 
When can I use the attractions in my Paris Passlib’? 
On the day of your choice, before the expiry date indicated on the voucher received on the day of your purchase.

Does the Paris Passlib’ have to be used on consecutive days only?

No, you are free to organize the attractions in your Paris Passlib’ as you wish.
Can I top up my Paris Passlib’ with new attractions?
No, the Paris Passlib’ is not rechargeable. As soon as you have used up all your attractions, the pass becomes inactive.

Can the same attraction be used several times? 

No, the Paris Passlib’ does not entitle you to use the same attraction more than once. Each attraction included in the Paris Passlib' entitles the holder to a single entry.

Is it possible to change or cancel an attraction after a time slot has been booked?

It is possible to change or cancel certain attractions up to 72 hours before the date of the attraction. Please note that some attractions are non-exchangeable and non-refundable. All modification and cancellation conditions are mentioned for each attraction listed in the app.
Please read them carefully before booking your attraction. 

Can the Paris Passlib’ be exchanged or refunded?

No, once booked the Paris Passlib’ is neither exchangeable nor refundable. The Paris Passlib' is valid for several months and as it is not issued in a specific name, it can be easily lent or gifted to the person of your choice. In the event of non-use or partial use of your pass, no amount of any kind whatsoever may be claimed by way of refund or compensation. If you purchased your Paris Passlib’ from the sales point of a partner of Paris je t’aime – Paris Tourist Office, please contact this vendor directly. 

Transport in Paris & the Paris Region

Paris Visite Pass or Pass Navigo Easy: which product to choose? 

If you only intend to use public transport occasionally (less than 4-5 times a day) and only within Paris itself, it's better to opt for the Pass Navigo Easy, loaded with a ‘carnet’ of 10 tickets t+. To book your pass, click here. 
If you plan to travel frequently by public transport, and only within Paris, it's a good idea to take a Paris Visite Pass zones 1-3. To book your pass, click here. 
Finally, if you want to travel frequently by public transport in Paris and also in the surrounding suburbs (e.g.: to Versailles, Disneyland or to the Paris airports), we invite you to get a Paris Visite Pass zones 1-5. 

Paris Visite Pass: how do I choose the zones that apply to me?

If you only plan to travel within Paris and its inner suburbs, opt for the Paris Visite Pass zones 1-3. 
However, if you want to travel around Paris on a regular basis, but also to parts of the Paris region (e.g. Versailles, Disneyland, Fontainebleau, as far as the Paris airports), it's better to have a Paris Visite Pass zones 1-5. 

For details of transport zones, see the RATP map here. 

Can I travel on the Orlyval, OrlyBus and RoissyBus with the Paris Visite Pass? 
The Orly and CDG airports are situated in zones 4 and 5, therefore you will not be able to travel to the airports with the Paris Visite Pass zones 1-3. 
Only the Paris Visite Pass zones 1-5 gives you access to travel on the Orlyval, Orlybus, Roissybus and RER B. 

Can I travel on the RER outside Paris with the t+ ticket?

The t+ ticket allows you to travel on all metro lines, buses (except for the Orlybus, Roissybus and sightseeing buses) and tramways, the Montmartre funicular, and the RER within Paris only (zone 1).  
All journeys outside Paris require the purchase of an ‘Origine-Destination’ ticket (Ile-de-France ticket), the price of which is set from station to station.

Can I receive my transport tickets by email? 

All Paris transport tickets are issued in physical form. It is therefore not possible to receive them electronically. When you book your tickets on https://parisjetaime.com, you will need to select a collection point to pick up your order.

What should I do if my ticket is demagnetized?

If your ticket is demagnetized, contact the RATP staff at metro or RER stations, who will replace it free of charge.