A little help before the magic

Your questions, answered.

Choose a topic below, or contact us if you need help planning your family’s visit.

Tickets and ages

Do children under 1 need a ticket?

Children under 1 can attend free of charge but still need to be included in your booking. They attend as infants and do not receive gifts or take part in the activities.

What counts as a child or adult ticket?

Child tickets are for ages 2–15. Adult tickets are for ages 16+. Each booking must include at least one child and one adult aged 18 or over.

Gifts & activities

Which gifts are included?

Pre-School: a gift from Father Christmas. Full Journey: a gift from Father Christmas, the Gift Giver’s Guildhall and Aurora’s All-Elf Theatre. Evening: no gifts included.

Is a carousel ride included?

One carousel ride is included with every Journey child ticket.

Is food included?

Food and drink are available to buy separately in the village.

Will we have a photo with Father Christmas?

The Journey includes a family photo opportunity in the Grotto. Print or digital images are available and carry an additional charge.

Arrival and booking changes

What happens if we are late?

Please arrive at least 15 minutes before your booked time. Late entry cannot be guaranteed and you may miss part of the experience if we are able to accommodate you.

Can I change or cancel my booking?

Bookings can be moved to another available date up to seven days before your visit, subject to availability and an administration fee. Tickets are generally non-refundable.

Why are there two Full Journey booking windows?

Same experience. Choose the entry window that suits you. You will then select your date and exact time on the booking page.

Planning your visit

Can I bring a buggy?

A buggy park is available at the exit. Buggies cannot be taken through the experience, so please leave yours in the buggy park before entering.

What happens if it rains?

London Christmas Village includes indoor, covered and outdoor areas, so please dress warmly and wear suitable footwear for the weather. If severe weather affects the event, we will contact affected ticket holders

Are there toilets and baby-changing facilities?

Yes. Standard and accessible toilets, baby-changing facilities and family facilities are available on site.

Accessibility

Is London Christmas Village accessible?

Yes. London Christmas Village has step-free routes throughout the experience, accessible toilets and resting points. If you have specific access requirements, please contact our accessibility team at accessibility@theseco.com.

Do you offer SEND sessions?

Yes. Dedicated SEND sessions run at reduced capacity, with quieter music and reduced lighting effects. Available SEND sessions will be marked when you choose your date and time.

Do you offer free carer or Personal Assistant tickets?

Yes. A free carer or Personal Assistant ticket is available where a visitor requires essential support during the experience. These tickets are arranged through the Nimbus Access Card scheme as part of the booking process.

Is the experience suitable for wheelchair users?

The visitor route is designed to be step-free, with wheelchair-suitable pathways and accessible facilities on site.

Are there quiet spaces available?

Yes. A quiet room is available for visitors who need a calmer space or a break from the experience.

Do you offer BSL-interpreted performances or hearing support?

Yes. BSL-interpreted performances are available on selected dates and portable hearing loops are available in selected parts of the experience. Please contact accessibility@theseco.com for details.

Who should I contact about accessibility requirements?

For specific accessibility questions or support requirements, please email accessibility@theseco.com.

Food and drink

Is food and drink available?

Yes. Food, hot drinks and seasonal treats are available to buy during your visit. Food and drink are not included in your ticket unless specifically stated.

What if someone in my group has a food allergy?

All food and drink vendors provide allergen information. Please speak to the vendor before ordering if you have an allergy or dietary requirement. Guests with severe allergies or medical dietary requirements may bring their own food where necessary.

Is London Christmas Village cashless?

Yes. London Christmas Village is a cashless event, so please bring a debit or credit card or another contactless payment method.

Re-entry

Can I leave and come back later?

No. Once you leave London Christmas Village, re-entry is not permitted on the same ticket.

Still need help?

Find your tickets or contact the team about your visit.