Coronavirus Update 12th May

As you are aware on Friday 20th March we made the decision to close the Railway to ensure the safety and wellbeing of our visitors, colleagues and suppliers as the Coronavirus situation escalated. The UK Government banned all non-essential travel on Monday 23rd March.

The Government lockdown is still in place for hospitality, therefore we will remain closed until the 3rd July 2020. The proposed re-open date will be reviewed in due course dependant on Gov advice of dates of a Stage 3 re-opening. Thank you for your continued support and understanding in these difficult and uncertain times.

Please be assured, we are continually reviewing the situation and we will strive to open as soon as conditions allow. We will continue to publish updates on our website and social media pages.

We have provided as much information as possible in our FAQ’s below to help with different scenarios, these contain all the information and instructions for current and future Tickets/Gift Experiences and Group/Charter bookings.

We appreciate your patience at this time and thank you for your consideration.

Can I make an online ticket booking with you?

All of our tickets are available to purchase online but the system will not accept booking dates before 3rd July 2020. Please note, if you do make a booking and the COVID-19 situation has changed you will not be charged an administration fee to transfer your booking to a later date or you can request a refund. We will be introducing a managed capacity attraction and all passemgers will be required to book a date and timeslot in advnace. More details to follow, 

I have already purchased a day ticket between 12th May and 4th June 2020 - can I still come?

We will be in touch with you directly, please bear with us. We will gladly transfer any ticket onto a future date or offer a full refund on any monies paid. The choice will be yours.

What about joint attraction tickets?

Joint tickets will be date and time specific please check with us before purchasing and ensure you are aware of the second attraction opening times. We are currently contacting all of our ticket partners and some tickets may be withdrawn from sale. 

I have already booked a ticket with you after 4th June 2020, what should I do?

We will be in touch with you directly, please bear with us. We will gladly transfer any ticket onto a future date or offer a full refund on any monies paid. The choice will be yours.

I have booked an event ticket - will I get a refund?

If the Railway has to cancel the event, we will gladly transfer any ticket onto an alternative event or offer a full refund on any monies paid. The choice will be yours. All of our Summer FREE event porgramme has been cancelled. The Gruffalo event in June (this is now moved to 5/6 September). Please bear with us as things may change in the future. 

I have a Buyagift or Virgin Gift Experience voucher - what if I cannot come or you are not open before the validity date ends?

Currently we are prioritising experiences already booked in. If you have a voucher that is due to expire please contact Virgin and Buyagift directly. Virgin have already extended their voucher valid date by 3 months.

You can extend your Virgin voucher date here for up to 3 months.

You can extend your voucher date with Buyagift here.

I have already booked a Gift Experience with you before 3rd July - can I still come?

We will be in touch and gladly transfer your booking onto a future date. Alternatively we will offer a full refund on any monies paid if the experience was purchased from us directly. If your experience was purchased through a third party seller like Buyagift or Virgin, please contact them directly to increase your voucher validity date or get a refund.

I have a group booking in 2020 - can I transfer dates?

Yes, we can move your group booking to an alternative date. We will be touch with tour operators individually . Please do not hesitate to contact us to work the best solution for you. We will offer an extra free group place as a gesture of goodwill on all transferred bookings. Group terms and conditions apply.

The Railway site is currently closed to all staff but we continue to monitor emails and phones. We are experiencing a high level of enquiries relating to advanced bookings including via social media, telephone calls and web chat.  If you have any questions or queries, we will endeavour to reply within 48 hours. Thank you for your patience and understanding.

We will of course update this statement to reflect the most up to date government advice.

We appreciate your help, understanding and support. Please stay safe and heed Government advice about social distancing and self-isolation.