Membership FAQ

(Updated 2018-08-13)

We hope you find this helpful. These are frequently asked questions we receive from our members. For general Zoo FAQs, please click here.

MEMBER SERVICES

Where is the Membership Office? Membership Gazebo?
Our Office is in the Administration Building located to the left of the main plaza, across from the first aid station. Look for signs to direct you! The outdoor gazebo is open seasonally on the plaza in front of the Zoo weather and temperature permitting. Membership Services windows 7,  8 & 9 on the Main Plaza are also dedicated to service member needs. Staff at all locations can help you with membership questions, renewals, purchases, etc.

What is a Frequent Fun Pass?
This is just a different name for a Zoo membership.

Are there any Express Service Lines for Current members?
Yes, this year we started a new Express Service for current members to help move lines more quickly for simple service items on very busy days.  The services now offered include card replacement, validation of Virtual Membership Card apps and membership card pick up.  Look for signs to direct you when Express Service is offered.

VIRTUAL APP

Virtual Membership Card App!
Our member card app enables you to store your membership details electronically; we can scan and verify your membership barcode from your mobile device. Once you have an active membership, visit the iTunes store and download the free Louisville Zoo membership app. After inputting your information, the Home Screen will show as “unverified.” Call us or stop by on your next visit to the Zoo and ask our membership staff (at membership windows #7, 8 and 9 or the outdoor gazebo if open) to provide you with your personal verification code. You can download the app on multiple devices, one for each named adult on your card. You must use the email for the primary member. The app will conveniently let you know when it’s time to renew, too! Click for more details.

WEBSTORE/ONLINE PROFILE

Key feature: You will be asked to login each time you make a purchase, much like other e-commerce sites. This allows the system to know if you are a current member or not and to provide automatic discounts, renewal options, viewable history and so on. We do not store credit card numbers for security reasons.
– Hot Tip: Members SHOULD login with their current member number (previous members use most recent number) to most efficiently access membership information (selecting New Registration requires username and passwords to be used.) You can change some profile information like email and phone number, but you will need to call the Zoo for other changes. Please note, if you entered a plus 4 on your zip code when you joined or purchased a ticket (e.g. 40205-2157), you will need to enter that full # but without a dash (e.g. 402052157).  Non-members should do a New Registration (Tip: use your email for the username so you can remember it and you won’t have to search for an unused user name). There is a password reset feature if you need it.
– Mobile Ticket Platform: Our webstore is  responsive to mobile devices.

NAVIGATING THE WEBSTORE

How do I log into my account?

  • Choose “Buy Online” at the top right of the page.
  • Choose the membership option that best suits your needs (Join, Renew, Gift).
  • Choose Join or Renew.
  • Choose “Login with Card Number” if you are an existing or former member, to create an account.
  • Fill in the appropriate information.

How do I make changes to my account?

  • Login to the account.
  • Choose “Manage Profile”.
  • Make your changes.
  • If there is a change you are unable to complete, please email ZooMembership@Louisvilleky.gov or call our membership office at (502) 459-2287.

PURCHASING NEW MEMBERSHIP – OR – RENEWING

Why are you charging sales tax for admission, events and other items?

Kentucky House Bill 487, effective July 1, 2018, requires us to add a 6% sales tax to Zoo admission, special events, Zoo memberships and other select items. Click here for more details.

If I join online, can I use my benefits when I visit the Zoo today?
Yes. You can bring the digital email on your smart phone or a printed temporary pass to the membership windows #7, 8 and 9 to get your permanent cards.  Please be sure to bring your photo ID.

Can I purchase a membership on the day of my visit?
Yes. Your membership is in effect immediately upon purchase. Just stop by the Membership Gazebo (spring thru fall, weather dependent) or Membership Services windows 7, 8 & 9 on your way in and our team will get you started.

What is the difference between a “Named” Member and an “Unnamed Guest?”
“Named” Members jointly own the membership and will receive their own cards. They may come to the Zoo on their own, and may bring any children or guests included on the Membership. An “Unnamed Guest” must be accompanied by a Named Member on the membership (not by a child). Unnamed Guests can be different on each visit, and can be adults or children.

May I bring a guest in place of a Named Adult?
No. Zoo memberships are non-transferable. If a Named Adult is not visiting, a guest cannot come in his/her place. If you need to change the designations on your card, staff in the membership area can assist you.

What is the Caregiver Option?
A Caregiver may be added to any level of membership for $28 ($56 for Dual levels for Zoo plus Kentucky Science Ctr.). A caregiver, who must be named on the card, may only escort the children covered on the card. Caregivers are able to utilize ride passes on behalf of the named member. Caregivers are not able to utilize the free guest option available at some membership levels.

At what age do children need to be listed on my membership card?
Children who are two (2) years old and under are admitted to the Zoo free of charge and are not considered children on any membership, however we do still require they be listed so we can accurately account for them in our daily attendance. When your child turns three (3), they will be considered children on the membership and require a level including them. Please include children age 2 and older if you purchase a Dual or Family Plus Dual membership, since the Kentucky Science Center charges for them.

Can someone else use my membership card?
No, memberships are non-transferable and are for the sole use of the named members.

Can my relatives or friends who do not live in my household be included on my membership card?
No, our current memberships are sold by household. Only the adults and children that live in your household can be included on your membership card. Grandparents are not expected to include children in their own personal households, simply the grandchildren within their own family.

Is my membership good for a calendar year or a year from the date of purchase?
Zoo Memberships are valid for 12 months and will expire one year from the date of purchase.

When is a good time to purchase a membership at the Zoo or by phone?
The Zoo is open year round and your membership will be in effect for twelve full months from the date of purchase. Our busiest times of the year are Spring Break, Halloween and Christmas, so to avoid lines, we recommend that you purchase your membership between the months of January – February and May – September.  Please understand that if you want to renew or purchase during peak times, the lines could be longer.

Is my membership tax deductible?
Memberships are tax deductible to the extent provided by law. Please consult your tax adviser for details. Your membership and all your purchases at the Zoo support the Zoo’s mission to provide excellent care for our animals, top-notch family entertainment plus critical conservation education and scientific research.

Rides & Attractions
Rides and attractions are seasonal and subject to the cooperation of weather, animals and maintenance. Safety for staff, guests and our animals is our #1 priority.  You can check louisvillezoo.org/today for daily updates on construction projects (inside and outside the Zoo), ride and attraction schedules and exhibit updates that might help you plan your visit.

MEMBERSHIP CARDS

REMINDER: We do not mail membership cards. 

When will I receive my membership cards?
If you purchase your membership…..

  • At the Zoo – You will receive your cards immediately upon purchase.
  • Online/Phone orders Please stop by our Membership Services windows 7, 8 or 9 on your next visit to have your picture taken for named adults and to have your cards printed.  Plan to avoid peak times to speed up your visit.

How does my card work?
Each named adult will receive a unique card that is scanned at the gate on each visit and matched to your photo on file or picture ID for verification. All passes and tickets are 1 time use during regular Zoo hours and digitally linked to your membership.

What happens if my card is lost or stolen?
If your membership card is lost or stolen, stop by Membership Services windows 7, 8 or 9  on the Main Plaza with your photo ID.  All members receive one (1) complimentary card reprint per 12 month period.  Additional reprints are $5 per card. Note: we do not charge to reprint cards that have been stolen, lost through fire, etc. or for adding children who have recently turned three or for legal name changes.

What if I misplace or leave my membership card at home?
Just come to our Membership Services windows #7, 8 or 9 on the Main Plaza with your photo ID and we will print you a temporary card for the day at no additional charge.

I have not received my membership materials in the mail; can I still visit the Zoo?
We no longer mail membership cards, so just come to our Membership Gazebo (in season) or windows #7, 8 & 9 during regular Zoo hours (daily) with your photo ID to request your cards and have your photo taken.

RENEWAL NOTICES

I received a renewal notice in the mail and I already renewed? What do I do?
If you have already renewed, please disregard the notice. There is always a gap between recent renewals and when you receive the mail due to the time required for processing and mailing. If you have any concerns, please feel free to call (502) 459-2287 and we’ll check.

PARKING

I’m a Louisville Zoo member. Do I pay a parking fee?
No, parking during regular Zoo hours is included with your Louisville Zoo membership. If you are planning to purchase a ticket for someone who is NOT covered on your membership card, you may want to ride together so your guest can take advantage of your parking benefit. If a guest drives separately, they will be charged a parking fee at the admission window with the ticket purchase. They can also purchase online in advance to avoid lines. Parking for select after-hours events including “The World’s Largest Halloween Party!” is not covered by membership and must be paid the night of the event.

ARRIVAL AT THE ZOO

I’m a member. Do I need anything other than my membership card to enter the Zoo?
We ask that members ALWAYS bring a photo ID for any adult members named on their card that are coming to the Zoo. Once you have your photo taken and/or activate your virtual membership card (app), you will not need a photo ID to enter the Zoo but may still need it for credit card purchases.

I’ve signed up for a membership that includes guest and/or ride passes. Where do I pick these up?
Your membership card includes a barcode that keeps a record of your passes.  To use your guest passes, simply inform the gate attendants upon entry that you would like to use your passes and they will scan your card to deduct them from your balance.  To receive ride bracelets, simply stop by the Train depot located on the plaza inside the entrance.

GIFT OF MEMBERSHIP

Do you sell gift Memberships?
See Gift Card and Gift Membership Options for details.

ADMISSION REBATE

If I want to buy a membership on the day of my visit, can I use my admission toward the cost of the membership?
Yes, you can deduct a portion of your admission (not counting parking or ride packages) from the cost of a membership within seven days. We accept original receipts purchased at the admission windows or online tickets but do not accept discounted or group tickets.

DUAL MEMBERSHIP (WITH KENTUCKY SCIENCE CENTER)

Can I purchase a Dual membership (Zoo and Science Center) that includes the benefits of the Family Plus Experience membership level?
The Kentucky Science Center does not have a comparable membership package to offer our guests, therefore we do not offer a dual with Experience Benefits Package perks.  Visit Kysciencecenter.org/membership for more details on the Kentucky Science Center membership benefits and programs.

If I purchase my Dual membership at the Science Center, do I need to register at the Zoo?
REMINDER – Yes, as of July, 2014, we are asking all members who have purchased a Dual membership at the Kentucky Science Center to stop at the Zoo’s membership services windows #7, 8 and 9 to take your photo and receive a unique Louisville Zoo Membership card for each named adult on the membership. Because we now scan cards to track admission and verify your identity plus store any guest or ride passes (for Family Dual and Family Dual Plus levels) on the cards for redemption, you will need to have a separate Zoo cards and keep your Science Center Dual card for entry into the Science Center. Please allow 1 to 2 weeks for your membership information to be transmitted to us. Typically, you will receive a temporary card from KSC. In the event that neither of these are an option, we will call KSC to verify your membership with us. Call Membership Services at (502) 459-2287.

MAKING CHANGES, UPGRADES, ETC.

How do I update/change my mailing information?
Call Membership Services at (502) 459-2287. You can also update phone, email and address information in your online profile in our webstore.

What if I want to make changes to my membership cards such as changing my nanny or switching from Option A (2 Named Adults) to Option B (1 Name Adult & an Unnamed Guest) or vice versa?
We will be happy to change your account one time within the lifecycle of the memberhsip. Please bring your current membership cards to member services windows #7, 8 and 9 with your photo ID.

After I become a member, can I upgrade my membership or add a caregiver for my children?
Yes. You can upgrade your membership or add a caregiver at any time. Please note that the membership expiration date will stay the same regardless of when you upgrade and we do not prorate the fees for these changes.

I am not receiving my e-mail updates? What do I do?
You can visit our e-mail sign up page, update your online profile in our web store,call Membership Services at (502) 459-2287, or stop by member services windows #7, 8 and 9.

Can I cancel or transfer my membership to another person?
No. Memberships are non-refundable and non-transferable.

MEMBER DISCOUNTS

What discounts come with my membership? Zoo members receive (subject to change):

  • Details on regular discounts – click here
  • Special Member Offers that change periodically – click here

SPECIAL EVENTS

When is the Halloween Party? What is the member discount?
The “World’s Largest Halloween Party!” presented by Meijer is held throughout the month of October. Members receive special pricing on admission tickets (must pay for parking for this fundraising event). More Halloween details and FAQ’S will be available on our website prior to the event. Events section.

What other events do members get discounts for?
There are a number of events that are free with admission or membership including movie nights, special character appearances, etc. Some events like holiday events will have member discounts. You will find details on the Zoo’s event pages or online store along with instructions.

I have the Family Plus Experience, Curator, Nature’s Guardian or Wildlife Champion level membership. How do I attend one of the exclusive events offered to these levels?

These exclusive events require an active membership in our Family Plus Experience, Curator, Nature’s Guardian or Wildlife Champion levels. Those included on your membership must RSVP as a group to ensure we maintain capacity and exclusivity. Please RSVP here.

DISCOUNTS AT OTHER ZOOS OR AQUARIUMS

Do members of the Louisville Zoo or other zoos and aquariums receive discounted admission to one another’s organizations?
Yes, if you are visiting a zoo or aquarium that participates in the Association of Zoos and Aquariums (AZA) reciprocal program with The Louisville Zoo, you may receive discounted general admission during regular hours. The discount applies to admission only and does not include any additional discounts, special or after hours events. Please check our list of reciprocal institutions by clicking here.

NOTE — with your membership card or card app, keep in mind that the number of children covered on your membership is not listed on the card now. To head off any problems at other Zoos, we suggest you print off the page from our website that details the membership levels click here. This will show how many children and adults are allowed under each level. You can pull up the website on a smart phone as well. The Zoo you visit can call us as well at 502-459-2287. We recommend you contact the Zoo you are visiting in advance to verify their individual requirements.

Can I use my membership at the Newport Aquarium?
Visit our Special Member Offers page for updates.

OTHER

I was unable to find the answer(s) I needed. Where can I find further information?
Please call our Membership Services office at 502-459-2287 or email membership-related questions to zoomembership@louisvilleky.gov. Regular Membership Office hours are Monday through Sunday from 10 a.m. until 5:30 p.m. (mid-March thru Sept.) and 10 a.m. until 4:30 p.m. (Oct. thru Mid-March). Membership office hours coincide with regular Zoo hours.

Privacy Note
Any information you provide is for internal use only and will not be sold to or used by other parties.