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Frequently Asked Questions
 
Q. Do I need to print off my e-ticket?
A. E-tickets can be printed at home or displayed on the screen of a phone/mobile device. 

Q. Where do I collect my tickets? 
A. Tickets marked for collection can be picked up from the Box Office which is at the entrance to the venue.

Q. Can I buy tickets on the door? 
A. Tickets for any session can be purchased subject to availability at our on-site Box Office from Saturday 9th December. However, due to the high demand for tickets, we advise you to book in advance online or over the phone to avoid disappointment.

Q. Do I need to pay for a baby? 
A. Children under the age of 3 go free and do not require a ticket.

Q. Can I change to a different date closer to the date? 
A. Yes, subject to availability. Ticket exchanges are subject to a £3 fee per ticket and be processed up to 48 hours before the event. 

Q. How many adults constitute a family ticket? 
A. A family ticket consists of either 2 adults and 2 children or 1 adult and 3 children.

Q. Is it wheelchair accessible? 
A. Winter Wonderland welcomes visits by guests with disabilities. Disabled parking is available in the Event City car park. The venue is fully wheelchair accessible and there are disabled toilets inside Event City. We will do all possible ensuring a safe environment during your visit, however, certain attractions can be demanding. For more information regarding accessibility please visit www.winterwonderlandmanchester.com/access

Q. Is there a disabled carer’s discount?
A. Yes. Winter Wonderland Manchester welcomes visitors with disability and is committed to providing all guests with a safe and enjoyable experience. As part of this commitment, full-paying disabled visitors to Winter Wonderland Manchester are entitled to one free ticket for their carer/personal assistant. Free carer tickets can be booked by calling Quaytickets on 0843 208 1842. For more info please visit http://www.winterwonderlandmanchester.com/access.php
 
Q. Can you take your own food and drink inside? 
A. Yes. You will be able to bring your own food, drinks and snacks into the venue. For security reasons we ask that you keep this to a minimum. Bags brought into the venue must be A4-sized or smaller and contain no glass, sharp objects or alcohol (baby food in sealed glass jars is permitted). A variety of outlets selling food and drink can also be found inside.

Q. Is everything included in the price? 
A. Your Winter Wonderland ticket gives you access to ALL rides and attractions. Please note that food, drink and prize stalls are not included in the ticket price. Meet and Greet with Santa is free but does not include a gift by default. There will be an option to purchase a 'Gift from Santa' from the Santa House before entering meeting Santa (£3.50 payable in cash). There is no obligation to buy. Please note Santa Meet & Greet is only available until 24th Dec.

Q: When can I visit Santa?
A: Santa’s House is open throughout the session but queues to see Santa will close 30 minutes before the end of each session.

Q. Is parking free? 
A. Yes, there are 3000 free car parking spaces at the venue which are available on a first come first served basis.

Q. How long we can stay for? Will we be asked to leave? 
A. Your ticket covers all rides and attractions during one Winter Wonderland session (except for food/drink and games). Each session lasts four hours (starting at the time stated on your ticket). The queue to meet Santa will close 30 minutes prior to the end of each session.

Q. What times are the shows on? 
A. Shows run at regular intervals across Winter Wonderland sessions. Each session lasts four hours (starting at the time stated on your ticket). There are usually two sessions per day, one morning and one afternoon session. See the Winter Wonderland website for all dates and times.

Q. What age is a 'child'? 
A. Guests aged between 3 and 16 years old are eligible for a child ticket. Visitors over the age of 16 will need an adult ticket, whilst those under 3 years old go free and do not need a ticket.

Q. Who do I contact to complain? 
A. All customers wishing to complain should do so by email. The email address is helpdesk@kingpinevents.com

Q. Is there a discount for students or NHS workers? 
A. Unfortunately no discounts for students or NHS workers are currently in place.

Q. Can I come without a child? 
A. Due to the nature of this family event, we cannot allow single adults entry without an accompanying child. If you are joining a group who are already in the event, please respect our request that, prior to being permitted entry, you should ask the group to meet you at the entrance foyer where they can confirm that you are a member of their group.

Q. Can you buy alcohol on site? 
A. A wide range of food and drink is available to purchase. Alcohol is available from the Bavarian Bar, situated near the food court. You cannot bring alcohol on site. 

Q. What postcode should I use on my sat nav? 
A. M17 8AS

Q. What is the nearest train station to Winter Wonderland Manchester? 
A. The nearest train station is Urmston. We are a short drive from all central Manchester train stations.

Q. Can I reach Winter Wonderland Manchester by bus? 
A. There are numerous bus routes that regularly stop outside Event City. See stagecoachbus.com for more information.

Q. Will the event be affected by bad weather? 
A. No – the venue is indoor so adverse weather will not affect the event. There is a large covered foyer for visitors to wait in before the event.

Q. What security procedures will be in place at the event? 
A. A number of extra security measures are being put in place this year. There will be bag checks, body searches and extra security at the event. No single adult will be allowed into the event, they have to be accompanied by a child. Any bags brought into the site should be A4-size or smaller and not include alcohol, glass, sharp objects etc (baby food will be permitted in sealed glass jars). Event City will also have their own security measures in place. For our full security guidelines see http://www.winterwonderlandmanchester.com/security.php

Q. Do I need to allow extra time for security? 
A. It is recommended that you arrive ahead of your session start time to ensure there is time for security checks.

Q. Can older children visit on their own and be picked up at the end of the session? 
A. No. Winter Wonderland policy dictates that all children must be accompanied by a least one adult.

Q: Do you operate a ride pass scheme for children with disabilities and additional needs? 
A: Winter Wonderland is designed so that large queues are avoided and session numbers are capped to avoid overcrowding. If you find on the day that your child is having problems queuing or you require further assistance please ask at guest services where staff will be happy to help you.

Q: Is there a cloakroom on site?
A: Yes. This is charged at £1 per item.

Q. What happens if I cannot attend my session due to illness or adverse weather?
A. If you are prevented from attending your session by adverse weather conditions or illness please email details to helpdesk@kingpinevents.com and the customer service team will advise you further. 


Q: Do you have a charity night? How do I obtain complimentary for my charity?
A: An announcement about our annual charity night will be made nearer the time on our Facebook. Please follow our Facebook page for more updates.

Q: Can you provide complimentary tickets as prizes for my charity auction/raffle?
A: For all charity requests please email charity@winterwonderlandmanchester.com

Q: Do you have a baby change area?
A: Yes there are baby changing facilities and a breast-feeding area within the event.   

Q: Are there any areas specifically designed for babies?
A: Yes, there is a baby chill out zone where babies can get out of their prams and enjoy the magic of Winter Wonderland!

Q: Do you have first aid and paramedics on site?
A: First aid facilities are located at guest services which are beside the main stage. A paramedic will be on site.

Q: How do I apply for charity night tickets?
A: Winter Wonderland's Charity Event is on Friday 8th December between 4.30pm and 8.30pm. Charities whose work specifically benefits children and their families; disadvantaged young people; and bereaved families are invited to apply for tickets. Organisations must be a registered charity and based in the North West to be considered. The event is fully accessible.Charities are invited to register their interest by emailing winterwonderland@billelms.com with details about the charity, registered charity number, their logo and the number of tickets they require. Charities will be chosen at random. The closing date for applications is Friday 10th November and the successful charities will be notified via email by Friday 17th November. More information can be found at: http://www.winterwonderlandmanchester.com/charities.php

Q: How do I request a donation or raffle prize? 
A:Requests for raffle prizes and donations can be sent to contact@winterwonderlandmanchester.com. 

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