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Covid-19 Statement

Updated 24th September 2020
Next review date: October 2020

Following the latest guidance change by the Government, we are working closely with our team and external advisors to understand the impact on our event. We will carefully explore all possible options to deliver a safe and magical experience for our guests.

All bookings must now be made up of 6 people or less. This includes babies on laps. Bookings with more than 6 people who are from a single household or in a support bubble are exempt. 

The Government define a bubble as “a close support network between a household with only one adult in the home (known as a single-adult household) and one other household of any size”. https://www.gov.uk/guidance/making-a-support-bubble-with-another-household  If you meet this definition, please confirm this via the form attached to the email.

We have contacted all guests effected by these changes via email with your options. Our elves are working hard to respond to all enquiries but it may take several days before you receive confirmation.

We appreciate your patience in these uncertain times.

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In line with other public transport, current guidance is that masks should be worn on trains by over guests over the age of 11 who are not eating and drinking. We will continuously review the guidance and make a statement in October.

Currently, we are not releasing 100% of tickets. This allows us to allocate seats and ensure that different parties are not sharing tables. Linked orders may share tables.

During the event, we will be following the most up to date Government guidelines that relate to us. As circumstances are changing regularly, no final decisions have been made at this time.

In the unfortunate event the train is unable to operate because of government instructions, you will be notified as soon as possible and your trip will be rescheduled for as soon as we are able to run. We reserve the right to alter the experience times to allow us to work with any mandatory or advised guidelines. This maybe up-to 1 hour either way to allow us to manage social distancing or cleaning requirements.

Should the event not being able to be run at all, the rescheduled date not being suitable, or government restrictions imposed, a refund will be offered or a transfer to next year at 2020 pricing plus a 10% off voucher for our shop. In these circumstances refunds may take up to 90 days to process and booking fees and insurance will not be refunded.

We will be operating within government restrictions. We will not refund if you chose not to travel due to personal choice. Booking fees and insurance not refundable in any case.

You can purchase Ticket Protection for your tickets covering:

  • Confirmed infection resulting in the Ticket Holder(s) inability to attend the Event if the Event has not been Cancelled
  • Death of you or a Dependant from the virus
  • The inability of the Ticket Holder(s) to attend an Event due to a government-mandated travel ban in your home region/country being implemented after you purchased the ticket(s) preventing the Ticket Holder(s) attending the Venue.

Full details of the Ticket Protection coverage can be found here: https://securemybooking.com/make-a-claim/uk/

Ticket Protection can only be purchased when making a booking. It cannot be added retrospectively.

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