RE-Opening FAQs

Is it safe to visit?

The health and safety of our visitors, staff and animals is always our highest priority.  The Government has announced that zoos could re-open from the 15th June 2020.  Please read the steps we have taken to ensure your safety above.  We have also limited the number of people who can buy tickets each day to ensure that there is plenty of space for social distancing on our 100-acre-site.

 

What guidelines are you following?

We are following Government Guidelines, working with our local authority and using the advice given from BIAZA (British and Irish Association of Zoos and Aquariums) and NFAN (National Farm Attractions Network).

Risk Assessment

 

What measures have been put in place to ensure visitor safety?

We have limited the number of spaces available on-site as well as using timed entry to reduce the risk of crowds at the ticket office.

We have increased our hand washing facilities on site and brought in additional toilets as well as adding antibacterial gel stations around the site.

All our indoor enclosures are closed, including soft play, outdoor play is open as of the 4th July 2020, and food is available from kiosks and will be takeaway only.  We have modified our daily program of keeper talks to ensure safe social distancing can be maintained.  Please see our daily program here 

Keeper Talks

Do I need to Pre-book?

Yes, all tickets need to be pre-purchased online before your visit to ensure we are limiting the number of visitors on site.  Tickets are available in timed entry slots and may be sold out on the day of your intended visit, so it is advisable to purchase a few days before.

If you have a gift ticket, you may present this at the Ticket Office on arrival.  Any additional tickets required, however, will need to be purchased online.

If you have a bought gift voucher with us, you will need to purchase a ticket online but use your voucher code to redeem the cost.

 

How do I book?

To book tickets, please go to our website (link) and purchase however many tickets you require. We are not selling family tickets as we need to keep things as simple as possible for keeping an eye on capacity.

If you are a member, you MUST book a member’s ticket and use your code to redeem the cost.

 

What happens if you are a member? 

Members MUST book a space online to ensure we are limiting the number of people on site. A ‘member’s ticket’ will be available online and using a Members’ only discount code, emailed to you, when this code is inserted, the cost will be deducted to zero.  You will still need to bring your membership card with you as proof of membership.

 

 

What if I have a gift ticket?

If you have a ticket which looks like the ones on the left, please just turn up to visit the zoo. However, if you are coming with anyone, who isn't covered by the ticket, such as another adult, an under 2 or an essential carer, they need to book a slot.

 

 

 

I won a ticket and it’s run out.

All tickets will be extended by 90 days as this is the duration that the zoo was closed.

 

I booked a ticket for before lockdown for a date when you were closed, how do I book? 

You can ring us and we can rearrange your ticket that you've already purchased.

 

My membership expired during the lockdown, will it be extended?

All memberships will be extended by 90 days to compensate for the duration of our closure.  meaning you will gain back the days before your expiry.

 

I have a Keeper Experiences/Encounters, can I book it in?

We are following Government and BIAZA guidelines on animal experiences. Currently, to ensure the safety of our visitors, staff and animals, we are unable to book in Keeper Experiences and Encounters. Please bear with us, we will endeavour to restart them as soon as it is safe to do so.

 

Why are tickets not discounted or family tickets available

 

The lockdown resulted in the zoo being closed for 3 months of the 6 months peak season with zero income.  It costs approximately £3,000 a day to maintain the zoo, even during closure where our keepers continued to provide excellent care for our animals, specialized food and veterinary care.  On re-opening, to assist with social distancing, we have significantly reduced the number of visitors we are able to have on-site, which is reducing our income further.  We have reduced numbers of staff at the Ticket Office and Office and so we are offering a simplified ticketing system for purchase online prior to your visit.

As government restrictions are eased, we will be able to offer more of our usual facilities.  We thank all our visitors and members for their continued support at this time.

 

I’m vulnerable, is there a time I can come?

If you are vulnerable or shielding someone who is, we recommend following your doctors and government guidelines, which currently state to stay home. We would love to have you on-site when it is safe for you.

 

I’m from wales and we will still be locked down, and we have tickets due to run out.

We will extend your tickets the amount of time we have been closed, from the time that lockdown is lifted in Wales and Scotland.

 

I’ve made a purchase from you during this time, when can I expect to receive it?

We will process all orders as soon as we can bring staff back from furlough. Please bear with us and thank you for your patience.

 

Will we have to queue?

Yes, while we have created timed ticket entry, it is likely that there may still be a queue at certain times.  Signage will show you where and how to queue safely onsite.

 

Can I leave the zoo to collect items from my car?

Currently, we are asking that people do not go in and out to their cars to minimise people around our ticket office.  However, if it is essential to leave and re-enter the zoo, you will need to exit through lane 4 and join the end of the queue to re-enter.  Please ensure you have your membership card or ticket with you.

 

Where can I eat?

All our food outlets will be open and providing takeaway food only. You may bring a picnic, but we ask you to bring this inside when you first enter to avoid re-entering the zoo.Re-Opening Menu

 

What is available on site?

All our amazing animals will be on show as well as our bird of prey flying display which will take place twice a day on Rhino Hill. Our Elephant Talk and Big Cat Talk will also take place outside as we have the space to spread out. All other talks have been cancelled to help with social distancing.

 

Are the animals safe?

Our Keepers have been working during lockdown to ensure the highest standard of animal welfare and all our animals are safe and well looked after.

 

Should I wear a face mask?

It is not compulsory to wear a face mask on-site, but if it makes you more comfortable than absolutely. Our staff will be making this decision too.

 

Is there safe parking available?

We have ample free parking here at the zoo.  This includes disabled parking near the front entrance.

Can I bring my dog?

Unfortunately we are not able to have dogs on site (even small ones) unless they are registered assistance dog.

Are mobility scooters/wheelchairs available?

Mobility scooters are available and must be pre-booked online. We will clean them in between customers.

 

Will animal food be available to feed?

We will not be selling animal food on-site at this time. This decision is in line with government guidelines to assist in keeping a safe distance between our visitors and the animals.

 

Volunteers

Our volunteer coordinator will be in touch with our volunteers to get them back on-site as soon as it is safe.

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