Lift109 Reviews 26

We turned up t the allotted time to be told the lift wasn't working and this was our problem, refer to the terms and conditions and re book if we wanted. If you want an example of appalling customer service go to lift 109. Don't bother. Terrible firm, terrible staff.

Didn’t tell us there would be airport level security to go through! They confiscated my tiny Victorinox penknife which has saved the day many times. I use it daily, it contains essentials like a toothpick, scissors, tweezers, nail file, screwdriver and a 3cm blade. That was vaguely understandable until the Team Leader said you won’t get it back - so Lift 109 stole it from me!
In terms of the actual ‘attraction’, there are so many others, with better views, that do have the required wow factor, this one is a waste of money. Instead of providing photos of the working interior of this wonderful, iconic structure and giving a flavour of what it must have been like when fully operational, you are subjected to a computer generated light show which does nothing to tell the story. What is the point of deploying this extreme level of security for a ride up in a 4m cube from which there is no escape. If the visitor experience is the same now as it was on 22nd Feb 2023 then I would give it a miss and try one of the many others in this wonderful city that does give you value for your hard earned cash. (The airports no longer bother with a penknife this small - I cleared Heathrow and JFK with it in my rucksack!)

Really disappointed in the lift 109 experience! Or rather no experience . We travelled all the way there only to be told technical issues meant it didn’t open! They sent an email 15 minutes before, not even an sms but an email! Apparently they have a technical meeting each morning but that is ridiculous planning. So although technical issues can't be helped and they need to maintain safety of course, it is just poor planning. The technical team should check at close of business or during the night so as SMS messages can be sent before people leave for the experience. (6am or before) Although the staff were polite, lift 109 company were just not sorry enough, it was a kind of, "not open, but here is your refund" A birthday ruined. Don’t bother going, too much of a chance it will be just cancelled, company don't deserve your money.

I was booking for 16 and as it was a special occasion thought I'd visit the venue to buy tickets in the hope of getting physical tickets for people to keep.
No physical tickets were given but thought I'd book them whilst I was there.
Upon returning home I realised it was 30 pounds dearer. I contacted Lift109 "customer service" this morning to be told oh yes it's cheaper to book online. We try to make it clear. I'd argue you don't. Whilst I won't let the extra £30 wreck my experience I will let the 15 people with me about this questionable practice and I still ask why the person who sold me the tickets didn't let me know.

This is in light of South Western Rail of having no service on my advance booking of ticket for 16/03/2023.

I have manage to speak to excellent team at Lift 109 and in light of these RMT strikes and fact live well outside London excellent Team 109 has changed my date (refund was possible) to different date.

Can't fault Lift109 on this and will output (fingers cross - hopefully getting to London) a review of the experience.

Had to cancel due to sick dog but have received from family a Gift ticket for Lift109 - hopefully taking the experience Spring - Autumn.

At Moment marked Lift109 3/5

For anyone buying a ticket for Lift109.... consider the hassle and bad service before committing.

Unless you are absolutely sure of your dates do not book ahead of time (even with a gift voucher) The customer service with Lift 109 has been surprisingly bad.

My personal experience has been quite disappointing. I received a gift voucher for Lift109 for Christmas along with a few other friends. We all decided to arrange a specific date and time which we can all make. One of the people in the party already had a date booked in but as the others couldn't make it we wanted to make sure we can all go together and agreed on a date but were flexible with timings.

We approached Lift109 to get tickets for a weekend date and re arrange one of my friends date. On the ticket it does say that date changes will be considered due to the specific circumstance (as does the website) but they argued on email, phone and finally when we went in person that the date could not be changed! Just flat out NO!

So the main issue is not weather or not they would make the change because we thought due to the special circumstance being that there are 4 of us and another two would buy tickets as well to join us, they would happily make the change to one of the tickets. The big issue is the service we've received. The attitude of the staff is not what we expected from a London landmark. I ended up reporting this issue with trading standards as the ticket says that changes can be made and will be considered. Trading standards agreed with me and said that the timing will need to be changed and this should not be an issue, they wrote to Lift 109 and suddenly Lift 109 had a "Change of heart" and would grant the tickets. We are meant to go today and to this day we have heard nothing. This situation has been ongoing since before New Year (Jan 1st)

Regardless of weather or not we are able to change our tickets, We have now been waiting longer than it should for these tickets. I am honestly quite shocked at the service and even made me wonder who they think they are? This is not Charlie's glass elevator. This is a simple and nice London attraction. Nothing that is life changing. A simple experience that should have been simple to arrange. Instead they have dug their heels in to make the experience a not so nice one now.

When it comes to customer service in the entertainment/hospitality business or any business giving a service .... How do they expect to survive when they fight the customer and create an environment where the customer will not feel welcomed and even before they arrive they already have had a terrible experience? It really baffles me.

This was a simple yes well change the date so you can join the rest of your friends scenario. Where we would all have spent more money with them. Its a simple change for a big return. Why dig your heals? Why create this bad experience? Why cause even more headache than it should be for a SIMPLE LIFT RIDE?

I repeat, if you are thinking of gifting this, id say think about it twice. Its not the top quality experience you'd be giving to the recipient. You may end up with an embarrassing situation where you will have to step in and literally fight to make a simple change and I'm sure that wouldn't be a good gift for someone. Its cringing and just not the type of experience you want to give to someone.

Id also say that you'd be giving a low quality gift. Its like giving the gift of afternoon tea at a London venue to find out they ran out of tea. The experience would be completely ruined for your friend or family. I would have expected a lot more from a London attraction.

Beware of giving this as a gift! Save yourself the embarrassment.