FAQS FOR ENCHANTED JOURNEY OF LIGHT  

Will be get a refund if the event doesn’t go ahead?

If we are forced to close for any reason you will be entitled to a full refund minus the postage.

What is The Enchanted Journey of Light?

The Enchanted Journey of Light is an event we are hosting for 2020 instead of the Christmas Spectacular Show and Santa’s Magical Journey. Thursford’s Enchanted Journey of Light will be a magical walk-through experience for all ages and run from 19 November 2020 until 3 January 2021. An all new indoor Wonderland Trail: a maze of engines, fairy-tale characters and an immersive experience of light and sound including one of the UK’s biggest kinetic light displays, will lead outside to a 4 acre Lantern Light Extravaganza: a beautiful, breath-taking festival of luminous sculptures, from a fantasy forest of jungle animals to the wilds of the North Pole.

Will there be social distancing in place?

There will be social distancing in place at the event in line with government guidelines.

Where can I buy my ticket for The Enchanted Journey of Light?

You can purchase tickets on our website www.thursford.com  from 14 July 2020 and over the phone on 01328 878 477 from 28 July 2020.

Can we buy a ticket when we arrive?

Due to social distancing and health and safety measures you will not be able to purchase tickets at the event. All tickets will need to be pre-booked on our website from 14 July 2020 or over the phone from 28 July 2020.

Will you have hand sanitiser available?

Yes, we will have hand sanitiser stations throughout the site for you to use.

Will we have to wear masks to the event?

Yes, you must wear a face covering in all indoor spaces by law unless you are exempt.

How many people can we have in a group?

Will there be a one-way system?

Yes, there will be a socially distanced one-way system throughout the journey for this event.

Will Father Christmas be there?

Father Christmas and his Elves will not be at the event.

What is Booking Protect?

‘Booking Protect’ protects your tickets so you can apply for a refund should you or anyone in your party be unable to attend the event. For full terms and conditions or to make a claim please visit – https://documents.bookingprotect.com/terms-and-conditions.pdf

Is the event indoors or outside?

The event is mostly indoors, however the last part of the journey does take place outside.

Will the event go ahead if we have bad weather?

The event will still go ahead if we are forecast bad weather. As the last part of the journey takes place outside, we advise you to dress appropriately for the weather. Warm, wet weather clothing and footwear may be needed. If there is inclement weather on the day you visit you will not be entitled to a refund unless the event is cancelled.

What if I cannot make it once I have bought my tickets to the Enchanted Journey of Light?

Tickets to the event are non-refundable and non-transferable. Please click on the link to see the ticket terms and conditions.

Can we take photographs as we walk around?

Photography and recording during the event will only allowed if it does not hold up other visitors on their journey, if this does happen, we reserve the right to stop photographs to enable free flow of visitors.

Will there be loud noises or lighting effects?

There will be moderate lighting and sound effects, however no strobe lighting. Please contact us through our website if you require any further information.

Will there be anywhere we can purchase food or drinks?

We will be offering hot and cold snacks as well as alcoholic and non-alcoholic drinks in the Pavilion café at the entrance to the site and Fantasy land café in the Fantasy Land building. We will be running table service only.

Will the shops be open?

A selection of our shops will be open, we will have social distancing measures in place in line with the government guidelines.

Will the rides be running?

Unfortunately, the vintage rides will not be running at this time.

Is there any information on social distancing while at the event?

The event will be a socially distanced one-way system, there will be socially distanced markers in the relevant areas as well as the relevant signage in line with the Government guidelines. If you have any further questions, please contact us through our website.

What happens when we arrive at the event?

When you arrive at the event your tickets will be checked at the entrance, please have your tickets ready.

Will the car park be social distanced?

Yes, there is ample car parking space for customers to park a safe distance apart. There will be car park attendants on duty to guide you.

Is there a number I can call to book tickets for The Enchanted Journey of Light?

You can book tickets on 01328 878 477 from the 28 July 2020 or online from 14 July 2020 at www.thursford.com

Is there a discount for carers?

At time of booking essential carers are entitled to a carers ticket subject to availability. This can only be done by calling the booking office on 01328 878 477 and proof of eligibility must be provided.

How long will the event take?

The event will take a minimum of an hour for you to walk the journey, there will be eateries and gift shops open for your perusal.

Are the toilets open?

All toilets on site will be open and have an extensive cleaning regime in place.

Is the playground open?

The playground will be open subject to Government guidelines.

Do you take cash payments?

Cash payments are discouraged, all tills will have card machine facilities.

Are you easy to find?

We are well signed posted. If you are using a form of GPS, then please use our postcode to find us NR21 0AS.

What time can I access the site?

You can access the site at the time stated on your ticket.

Are there parking facilities on site?

There is a large free car park on site. We have car park attendants to assist you on the day.

What time does the car park gates open?

The car park gates will be open from 2:30pm.

Do you have disabled parking?

We have limited disabled parking spaces available. Please show your Blue Badge to the car park attendants and they will direct you to the best available parking space.

How far is the car park away from the venue?

The car park is located on site and depending on which end you park it is roughly a 5 to 10-minute walk.

If I use a walking aid/mobility scooter/wheelchair can I bring it with me?

You are very welcome to bring these with you, our site is fully accessible. The outdoor exhibits will have matting over any grass areas.

Do you have wheelchairs on site that we can hire?

Unfortunately, we do not have any wheelchairs for hire.

How do I log onto my web account?

Because we use a third-party ticket service provider, to be able to log into your account you need to select the option to ‘book’ again. This will bring you to the page where you can then log in and access your account and previous bookings.

What else is on site?

The Garden Pavilion café will be open at the entrance of the site, our café in Fantasy Land will also be open as well as a selection of our gift shops. Unless you have a pre-booked ticket to the event you will not be able to access the site.

Can we book a table in your cafes?

We do not take any bookings for our café’s. Both are on a first-come first-serve basis.

How likely are we to be able to get something to eat on site?

Very likely. Although our facilities are not bookable, we are used to catering for events of this size.

I am gluten free. Do you have anything suitable?

We have a range of gluten free treats available.

Can I bring my own food and drinks?

Bringing your own food and drink onto the premises is prohibited, an exception will be made for severe allergies and medical purposes if it is agreed with a member of staff prior to your visit.

Can I see the steam engines?

All our exhibits will be on show throughout the event.

Will there be first aiders on site?

Yes, we will have St John’s Ambulance on site for the event.