PLAN YOUR VISIT

OPENING DAYS AND TIMES

Days:

Opening days vary throughout the year.

Operating Hours:

10am – 7.15pm (Last entry 6pm)

Saturday: 9am – 8.15pm (Last entry 7pm)

Guests are welcome to visit The FRIENDS™ Experience Retail Store without a ticket.

GETTING HERE

 

Location:

The FRIENDS™ Experience: The One in London takes place at Immerse LDN, ExCeL Waterfront, E16 1XL (by public transport), E16 IFR (by car).

Public Transport:

The Elizabeth line – Customs House station

The Jubilee line – Canning Town station

Docklands Light Railway (DLR) - Customs House or Prince Regent stations

Uber Boat/Thames Clippers – Royal Wharf Pier

IFS Cloud Cable Car – connected to The O2 and North Greenwich underground station

Car:

Please use the postcode E16 1FR (or what3words ///cheer.events.began) for the car park entrance (please note, you can pre-book parking online here.)

The ExCeL is within the Ultra Low Emission Zone (ULEZ) and so you’ll need to check whether your vehicle is subject to a charge here.

Venue Parking:

Car parking can be pre-booked via the ExCeL website here

The car park is available for pre-booked customers only between 19th – 20th October.

Blue Badge holders can also book parking via this page. For any other accessibility enquiries please email accessibility@excel.london

Cycling:

There are free to use cycle racks at the west entrance of the ExCeL.

Walking:

The ExCeL is 20-minutes walking distance from Canning Town underground station.

 

TICKETING Q&A

  • You can change the date and time of your tickets (subject to availability and matching ticket type) from the My Tickets and View Order page of your Universe account.

  • Tickets are non-refundable unless your session is cancelled or rescheduled; however, you can change the date and time of your tickets in your Universe account.

  • Yes, tickets can be purchased on the door; however, tickets are subject to availability, and guests with timed-entry tickets have priority, so we recommend buying tickets online in advance.

  • If you would like to transfer the ownership of your ticket to another person, you can do so from your Universe account. Tickets can only be transferred individually. Once a ticket has been transferred, this cannot be undone.

  • If you cannot find your tickets, first check your email for the confirmation sent immediately after booking. If you still are not able to find your tickets in your email inbox, please check your spam/junk/promotions folder, or any alternative email addresses you may have used. Tickets are sent from tickets@universe.com. You can also access your tickets by logging into your Universe account.

  • We can scan your ticket directly from your mobile device, so please save the paper and ink and don't print your ticket unless you have to.

  • The FRIENDS™ Bundle is available on selected sessions Monday - Thursday. To see all available dates and times click here.

  • Discounted tickets are available for children aged between 4 - 15. Children under the age of 4 get in for free when accompanied by a parent or guardian (up to 4 tickets per booking).

  • Everyone can buy a VIP ticket but no discounts are possible for children or concessions. If you have a child in your group who is 15 years or younger or requires a carer, they can benefit from the queue skip but will not be eligible for the merchandise within the VIP package.

  • For group bookings of 25 or more people, please email ukandi@friendstheexperience.com

  • Guests requiring assistance throughout the experience are entitled to one Complimentary Companion ticket. Proof of disability will be required upon entry. A Complimentary Companion ticket can only be booked with at least one paid entry ticket. Please note that as children under 11 are entitled to free entry, a Complimentary Companion ticket will not be available in this instance.

    Required proof of entitlement:

    Letter/notice of entitlement for Disability Living Allowance, Blue Parking Badge, DID or Access Card, Personal Independence Payment (PIP), Freedom Pass, letter from a medical professional, any international equivalent.

  • We do not offer gift vouchers at this time.

  • Food and drink are not permitted inside the experience. After the spaghetti sauce stain on the couch, this rule is at Monica's insistence! Resealable bottles of water are permitted.

GENERAL

  • You’re encouraged to take photos and videos throughout the space! Remember to share your photos on social media with #FriendsTheExperience so we can see them! Photo Equipment, such as tripods, light stands, and reflectors, are not permitted inside.

    We also have premium photo opportunities available at various locations throughout the experience. Digital and printed photos are available to purchase for that perfect FRIENDS™ memento!

  • Please arrive 10 minutes before your time slot. Guests will be admitted up to 15 minutes after the time started on the ticket.

  • We do not accept cash. All forms of cashless payment are accepted.

  • We love our furry friends; however, pets are not permitted inside. Service animals are welcome.

  • Of course! The FRIENDS™ Experience Store will be open to the public and ticketed guests any time The FRIENDS™ Experience is open! Please keep in mind we have strict capacity limits and will admit Guests to the store as capacity allows.

  • This venue has restrooms with accessible and baby changing facilities.

  • We do not have luggage storage at The FRIENDS™ Experience, but there are cloakrooms within the main ExCeL building, located on level 0 (down the stairs, in between hall entrances N4 & S4) and at the east end of the venue on level 0.

ACCESSIBILITY

The FRIENDS™ Experience is a self-guided walk-through experience where visitors step into the world of the FRIENDS™ TV show. The experience focuses on replica sets where visitors can explore and take photos. In between these sets, there are various exhibition-style elements with details from the show. Following the walk-through tour, at FRIENDS™ Station, visitors can enjoy numerous in-house photo opportunities, interactive elements, and a coffee bar with seated areas for refreshments. The experience also offers an extensive retail area with exclusive merchandise. This access statement accurately describes the facilities and services that we offer all our visitors, and we strive to make The FRIENDS™ Experience accessible for everyone. Please contact us here if you require any further information.

  • Guests requiring assistance throughout the experience are entitled to one Complimentary Companion ticket. Proof of disability will be required upon entry. A Complimentary Companion ticket can only be booked with at least one paid entry ticket. Please note that as children under 11 are entitled to free entry, a Complimentary Companion ticket will not be available in this instance.

    Required proof of entitlement:

    Letter/notice of entitlement for Disability Living Allowance, Blue Parking Badge, DID or Access Card, Freedom Pass, letter from a medical professional, any international equivalent.

  • The FRIENDS Experience is wheelchair accessible. If you think you may require additional assistance, please contact us.

  • Wheelchairs and mobility scooters are free to hire at the ExCeL. They are subject to availability to please use this link to select the dates and aid that you need.

  • Yes, Guide and Assistance dogs are allowed.

  • There are 80 bays suitable for disabled drivers across the Orange car park at the ExCeL.

  • This is a walkthrough experience, but if you have accessibility requirements, please speak to a member of staff onsite.