Enchanted Christmas FAQs

Updated 25th April 2023

Enchanted Christmas FAQs

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 0300 068 0400 (Mon - Fri, 9am - 5pm).

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. Please download prior to arrival due to lack of signal.

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.

I have an enquiry about my tickets - who should I contact?

For ticketing questions contact our customer relations team by emailing customerrelations@forestryengland.uk.

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?

If you purchased your tickets directly through Forestry England, you can also re-send your E-Tickets by email by logging into your online account here. For any other ticketing questions contact our customer relations team by emailing customerrelations@forestryengland.uk. 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?

Members who are signed up to receive emails from The Friends will have received a 24-hour pre-sale opportunity. The Friends provide a range of incredible membership benefits as a thank-you for your support of Westonbirt Arboretum, which can be found here.

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 3-16 are £12 - £14
Children aged under 3 are free but do require a ticket.

What happens if I cannot attend?

Unfortunately, due to the high demand for tickets, they are non-refundable. We strongly recommend that you purchase refund protection for your tickets when booking in case you are unable to attend Enchanted Christmas.

What is Refund Protection?

Refund protection, provided by our partners Booking Protect, allows you to apply for a full refund should you or anyone in your party be unable to attend the event. Examples of covered circumstances are: 

  • Injury, illness or death happening to you, or an immediate family member.
  • Adverse weather where travel warnings are issued.
  • The breakdown, accident, fire or theft of a private vehicle enroute to the event.

For full terms and conditions please read the full policy.  

Refund protection can only be taken out at the time of booking tickets and not added afterwards.

Refund protection claims can be made online here

Why is there a transaction fee for tickets?

A £2 transaction fee allows us to develop and maintain our own technology to make sure you have a simple, straightforward experience getting into your event. If you purchase additional tickets at a later date you will have to pay the £2 transaction fee again. 

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 068 0400. 

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 Enchanted Christmas?

Enchanted Christmas starts at 4pm and finishes at 9:30pm. Last entry to the event is 8.30pm to allow enough time to complete the trail. 

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 you may do so. There are food stalls and traditional fairground rides. Trail admittance timeslots will be shown on a digital banner by the entrance to the trail.

How long does Enchanted Christmas last? 

Enchanted Christmas lasts from 4pm – 9:30pm. You are permitted to visit the Christmas village before your trail timeslot, and the walk around the illuminated trail takes approx 45mins - 1 hour.

Can we arrive earlier in the day before Enchanted Christmas? 

We are not able to allow visitors with Enchanted Christmas tickets to visit the arboretum for free during the day. On the day of Enchanted Christmas the Old Arboretum will close at 2pm to allow for set up.

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). Relaxed session time slots are 4pm or 4.15pm. You will need to arrive promptly at the entrance to the trail at your chosen start time. 

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

If you are late for your time slot you may be asked to wait until a suitable moment to permit you onto the illuminated trail. 

If you arrive late to the trail, we cannot guarantee entry/access to the full experience.

What happens if it is raining? 

Unless the rain presents a safety issue, Enchanted Christmas 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 illuminated trail. 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 1hr 30 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. 

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. However, Father Christmas will be located on the illuminated trail and all visitors will get the opportunity to see him.  

How does the Christmas Village work?

You can arrive anytime before your trail time slot to soak up some seasonal cheer in the Christmas Village. Once complete you will exit via the Christmas Village. The village will have food and drink stalls plus traditional fairground rides.