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Enchanted Christmas FAQs

Updated 24th November 2020

Enchanted Christmas FAQs

What if the event is cancelled?

We are confident that the event will be able to go ahead and are putting in a variety of safety measures to help keep visitors, volunteers and staff safe. In the unlikely event that we need to cancel the event you will receive a refund or will have the option to transfer your ticket to 2021. Please note that the £1 booking fee on tickets is non-refundable.

Do I need to pre-book tickets?

Yes. Tickets for Enchanted Christmas are advance booking only and not available on the gate. You can book tickets online

If you are unable to book online, then please contact us via phone on 03000 680 400. Our Customer Relations team are currently working from home and so you may need to leave a message with your name and number and a member of our team will call you back as soon as they can.

How will my tickets arrive?

Your tickets will arrive in the form of an email with a PDF ticket attachment. To help save on paper there's no need to print the PDF attachment if you can show us the downloaded E-ticket on your phone on arrival.

Can I book at the last minute?

If tickets are still available, online sales for that night will close at 3pm on the day of the event. Please note that you will not be able to buy tickets onsite at the arboretum, and all tickets must be bought online.

Can my tickets be changed?

Unfortunately, tickets are in high demand so are not interchangeable.

I can’t print my tickets – what should I do?

We're encouraging our visitors not to print their tickets unless they don't have a phone to show their downloaded E-ticket on.

I can't find my tickets - what should I do?

Please contact our customer relations team by emailing customerrelations@forestryengland.uk who will be able to resend your tickets. Once e-tickets have been resent, any previously issued tickets are not valid, so it is vital you use the latest set of tickets or the entry scanners will not permit you access.

Is there a member’s discount?

Friends of Westonbirt Arboretum members are eligible for a half-price ticket on Fridays only.  Each member can also purchase up to four children’s tickets at £3 on Fridays only. Tickets must be booked in advance.

Is there a concession or senior citizens price?

There is no discount for senior citizens but there is a £2 discount for students and job seekers.

Do children need to pay?

Tickets for children aged 5-18 are £8
Children aged under 5 are free and do not require a ticket.

What happens if I cannot attend?

Unfortunately, due to the high demand for tickets, they are non-refundable and not interchangeable. We strongly recommend that you purchase the ticket insurance available when booking in case you are unable to attend the event.

Is it wheelchair/pushchair friendly?

The trail is just over a mile long and on hard paths. It is accessible for wheelchairs and pushchairs but can get muddy! Both the trail and Christmas Village are wheelchair and pushchair friendly. 

Is there a policy for Personal Assistants?

In line with our admission policy, an essential personal assistant has free entry. The personal assistant will need to book a free ticket and this can be done either online or by phoning the Customer Relations team on 0300 680 400. 

Can we book a wheelchair/mobility scooter?

We do have free wheelchair/mobility scooters available, but they are in demand and we have limited stock so early booking is recommended. You can see what dates have mobility scooters available online.

Are dogs allowed into the event? 

As the event is held in the Old Arboretum, dogs are not permitted onto the illuminated trail.  Assistance dogs are the exception and are welcome on the trail. 

What is the start/end time of the event?

The event starts at 4pm and finishes at 9:30pm.

When you book tickets you will be asked to choose a trail entrance time; entrance times are every 10 minutes. Please be sure to arrive at the trail entrance promptly at your chosen entrance time. If you wish to arrive early and get something to eat in the Christmas Village before your visit, please be aware that we are asking all visitors to arrive onsite no earlier than 30 mins before their timeslot. This is so we can stagger the flow of people along the trail, enabling everybody to socially distance while visiting us. Trail admittance timeslots will be shown on a scrolling LED banner above the entrance to the trail.

How long does the event last? 

The event lasts from 4pm – 9:30pm. You are permitted to visit the Christmas village before your trail timeslot, but please arrive at the arboretum no earlier than 30 mins before your timeslot. This is to allow us to stagger the number of people in the event village, and allow people to safely socially distance while visiting us.

Can we arrive earlier in the day for the event? 

Unfortunately, we are not able to allow visitors with Enchanted Christmas tickets to visit the arboretum for free during the day this year. This is because we have reduced the number of people we can welcome onto site at any one time and are asking everyone to pre-book their tickets and entry timeslots when visiting the arboretum, in order to keep visitors, volunteers, staff and our neighbours safe. On the day of an Enchanted Christmas event the Old Arboretum will close at 2pm to allow for set up. The last paid for entry tickets will be at 1.40pm but members of the Friends of Westonbirt Arboretum can still book until 3.40pm. We are asking all event ticket holders not to arrive to the Christmas Village more than 30 minutes before their trail start time.

How do the time slots work?

When booking your tickets, you will be asked to choose an entrance time for you to start the Enchanted Christmas trail. Entrance times are every 10 minutes from 4:30pm to 8:30pm (last entry timeslot 8:20 – 8:30pm). You will need to arrive promptly at the entrance to the trail at your chosen start time. This is to allow us to stagger the flow of people on the trail, allowing people to socially distance when visiting us.

If you arrive at the trail entrance before your entrance time, you will be asked to wait.

You are permitted to visit the Christmas village before your trail timeslot, but please arrive at the arboretum no earlier than 30 mins before your timeslot. If you arrive before this you will be asked to wait in your car until 30mins before your timeslot.

Can we pay by cash?

No - all purchases made on site will be cashless. Please make sure you bring a card for any onsite payments. 

What happens if it is raining? 

Unless the rain presents a safety issue, the event will go ahead as normal. We recommend you bring appropriate clothing and footwear for the outdoors and the weather.
If the rain or any extreme weather conditions present a safety issue, notification of cancellation will be made on forestry England/Westonbirt, Facebook and Twitter. Please see your ticket terms and conditions for the refund policy.

What should I wear?

Enchanted Christmas is an outdoor event. We recommend comfortable footwear and outerwear dependent on the weather conditions.

How far is the walk?

The trail is around 1 mile long and takes anywhere from 45m to 1hr30 to complete, dependent on walking ability. There is a short distance walk from the Welcome Building to the trail entrance.

Will it be busy?

We will be staggering the flow of people on the trail, but there may be some queues as you enter the trail and in the food and drink areas. Please be mindful of others and keep 2ms away from visitors not in your party.

Do we pay for parking?

No, parking is included within the ticket price. If you park on the hard standing area please proceed through the Welcome Building. If you park on the Cricket Pitch grass area please proceed to the bottom and through the haha gate. 

Will we get to see Father Christmas? Is there a Santa Grotto?

There will not be a Santa Grotto at Enchanted Christmas this year.  However, Father Christmas and other characters will be located on the illuminated trail throughout the whole evening and all visitors will get the opportunity to see him.  

How does the Christmas Village work this year?

You can arrive up to 30 minutes before your trail time slot to soak up some seasonal cheer in our pre-trail Christmas Village. Once complete you will exit via our post-trail Christmas Village. Both villages will have food and drink stalls alongside different traditional fairground rides at each one. A one way system will be in place and visitors will not be able to re-enter the villages once they have left them. Any purchases you wish to make will be by card only.