CORONAVIRUS POLICY

3rd June Update - VERY IMPORTANT - PLEASE READ

Walt Disney World Resort have made a decision to stop sale all new 2020 tickets.

Disney are now insisting that all customers who have a 7, 14 or 21 day Disney ticket or MNSSHP booked will need to finalise their booking by the 10th June.

  • What does this mean for OrlandoAttractions.com customers?

If you're still travelling to Orlando in 2020 and have a booking that includes a Disney ticket (including Disney, The Real Steal COMBO, The Full Monty COMBO, and Mickeys not so Scary Halloween Party) then you'll need to ensure that the balance is paid in full by the 10th June 2020.

The Disney tickets on your booking will then be valid to be used up until the 30th September 2021. If you have Universal Explorer tickets included on that booking they will be valid to use until the 17th December 2021 and 3 park SeaWorld tickets will be valid to use until the 31st December 2021.

Once the balance is paid, tickets will be dispatched to you as soon as possible (minimum 28 days). PLEASE NOTE THAT ALL CONFIRMED TICKETS WILL ONLY BE ISSUED AS OFFICIAL DISNEY WILL CALL VOUCHERS.

  • How can I pay the balance?

The only way to pay your balance is by calling our UK office on 0800 294 9458. Our team are here to help as best they can and will try answer as many questions. However, please bear in mind when calling that there will be an influx of calls of a similar nature so please just call to pay your balance. If you have any other questions then please use email and someone will get back to you as soon as possible. customerservice@orlandoattractions.com

If you have Disney tickets on your reservation and the balance has not been paid in full by the 10th June we will not be able to supply the Disney tickets to you as Disney will not allow the activation of their tickets past this date.

  • If I do not pay the balance, what does this mean for me?

If you only have Disney tickets reserved, the booking will need to be cancelled down. (Current Coronavirus Policy will apply)

If you have other tickets on your booking that you wish to keep you'll need to email in to us at customerservice@orlandoattractions.com with your booking reference number so that we can cancel the Disney tickets from your booking. (Current Coronavirus Policy will apply)

If you have Disney tickets on your order and we have not heard from you by the 9th June 2020 we will assume that you wish for your booking to be cancelled and will do this for you. (Current Coronavirus Policy will apply).

Alternatively, if you wish to amend your booking to 2021 tickets (thus making the balance due date due 8 weeks prior to your new departure date) you'll just need to email in to us at customerservice@orlandoattractions.com with your booking reference number and one of our team can quote this for you. There will be no amendment fee, just the difference in price between the 2020 to 2021 tickets.

-Any partially used tickets will not be entitled to any refunds.

For full details and the latest information on the re-opening of the Disney parks and how it may impact your visit please visit: https://www.disneyworld.co.uk/experience-updates/

PLEASE NOTE THAT ALL CONFIRMED TICKETS WILL ONLY BE ISSUED AS OFFICIAL DISNEY WILL CALL VOUCHERS.


28th May 2020 UPDATE: We have been informed that the many of the minor attractions are now open for business and are adhering to strict social distancing and cleanliness policies. We have also been advised about opening dates for Universal Orlando Resort and The Walt Disney World Resort. These openings are subject to limited capacity at this stage and we are not completely clear on how this will effect pre-purchased tickets.

With regard to The Walt Disney World specifically, 2020 ticket sales have now ceased until further notice. Guests will be required to make a reservation to visit a park and have a valid admission ticket. At this stage we are not fully aware how this will effect pre purchased tickets and we will update further when we have more information. For the full details of the current policy for Walt Disney World please follow this link: https://www.disneyworld.co.uk/experience-updates/


20th April 2020 UPDATE: We would like to make you aware that over the weekend Walt Disney World announced some 43,000 workers have been furloughed without pay. SeaWorld has also made 90% of staff furloughed. Our below policy on refunds, which requires for us to obtain money back from the parks before we can refund our guest, will be impacted by this news. There are still staff members processing refund requests, but the severe shortages does mean this is now likely to extend the time further for us to process refunds. We understand that this will be difficult and we will continue to work as fast and efficiently as we can, however, we need people to be patient with us, we are working in your interest. Thank you.


24th March 2020 UPDATE: We would like to thank all of our customers for their patience and understanding while we have dealt with the large volume of emails & calls over the past 10 days. In light of the announcement yesterday evening by Prime Minister Boris Johnson we have taken the decision to run our UK office on the very least amount of staff we possibly can. Other staff members will be able to handle certain enquiries and answer emails using remote access. All requests that we have been dealing with will continue through the process with as much efficiency as we can provide at this time. In light of this, please only use our phone lines for emergencies and any enquiries should be sent on email to customerservice@orlandoattractions.com.

We would like to reassure you that we continue to work in the interest of our clients, but, at this time we have a duty to our staff and their families to keep them safe. We all need to support each other at these difficult times.

We wish all our customers the very best and hope you all stay safe and well.


15th March 2020 UPDATE: Due to the latest restrictions on travel to the USA we will be extremely busy dealing with our many customers who were due to travel. We would firstly like to say how sorry we are to all those who this has affected. We would like to again reinforce our position that we will do our very best to help with cancellations and amendments but we do ask for your patience. Please take the time to read through our policy as it stands. We are in constant contact with the park operators for any changes.

We ask that should you need assistance at this time to email us rather than call as we will be able to assist all our guests more efficiently this way: customerservice@orlandoattractions.com

Further park closures have now been confirmed, including all the SeaWorld parks, Kennedy Space Center and Legoland.


13th March 2020 UPDATE: In light of the news overnight that Walt Disney World and Universal Orlando Resort is closing its parks for a minimum of 2 weeks we will be updating our policy in due course. This is an unprecedented event that we have never had to deal with before so we ask for your patience while we establish facts and policies going forward. We are committed to providing you with the best service we can.


The coronavirus is understandably causing some concerns amongst UK travellers. In light of this and to try and help with any questions you may have, below is our current policy in regard to the situation.

We continue to follow Foreign and Commonwealth Office (FCO) guidelines and will monitor any changes on policy for travel to the USA.

If you have to cancel your booking: In the event that your travel is cancelled by you or your airline / tour operator / holiday provider or the parks close for the entire duration of your travel due to health and safety reasons, you will receive a full refund less a £10 / $15 / €10 per person (depending on the currency used for payment) or 10% charge (whichever is the lowest amount). We will refund less the charges mentioned once refunds are received from our suppliers. This could take longer than usual as attractions are currently closed due to the ongoing Coronavirus situation.

As an alternative to cancellation we can also offer a voucher for the full value of your order to be used for a future purchase of tickets with OrlandoAttractions.com.

We would just like to let everyone who may have sent tickets back to us that we will not be opening new mail received for a minimum of 72 hours for health and safety reasons. This is to protect our staff. We would like to thank you for your patience.

PLEASE NOTE: This is an ever changing situation and we will update these policies accordingly when we have the relevant information.

Already in Orlando and partially used your tickets? – unfortunately at this stage these tickets are non-refundable. We will be liaising with our suppliers to try and obtain refunds for unused days, however, this is not guaranteed and could take some time. An offer of a refund in this case is at the discretion of the parks. Any local or domestic announcement regarding refunds may not apply to the international length of stay tickets such as the Disney Ultimate Tickets / Universal Explorer Tickets / SeaWorld Multi Park Tickets.

 

Bookings on deposit: Should you wish to cancel your booking being held on a deposit basis then this would be at the loss of your deposit so you may wish to consider the other options available. Should you wish to retain your booking and change your departure date, this amendment will be done free of charge (subject to availability for special events) and will be subject to any difference in price. We can also supply a credit voucher for the value of your deposit to use against a future purchase with OrlandoAttractions.com. The current policy of paying balances 8 weeks before travel will be waived at this time to enable you to make a last minute decision on whether to continue with your travel plans. We require a minimum of 14 working days to be able to issue hard copy tickets. If your travel date is within this time frame then e-tickets will be offered as an alternative. Should you be happy with e-tickets, balances can be left up until 72 hours before travel to be paid.

 

If you plan on delaying your travel date then the following currently applies:

Disney Ultimate Tickets - tickets are open dated and can be activated at any time up to and including 16 September 2021. (9th September for 21 day Ultimate tickets).

Disney Date Specific Tickets - Unexpired multi-day theme park tickets with unused days, or date-specific theme park tickets with a valid use period between March 12, 2020 through to May 16th will automatically be extended to use any date through December 15, 2020. If you are unable to visit before December 15, 2020, you may apply the value of a wholly unused ticket toward the purchase of a ticket for a future date through My Disney Experience. More information on the exchange policy can be found below.

Universal Orlando 2 & 3 Park Explorer Tickets - Universal Orlando Resort have extended the validity of their hard copy 2020 tickets until 17th of December 2021 (Universal tickets will need to be activated by the 04th of December 2021 for full use to be enjoyed)

Universal Orlando 2 & 3 day and PROMO tickets - these tickets are valid for 1 year from th date of purchase and have expiry date printed on the ticket. Please contact us should you not be able to rearrange your travel before your ticket expires and we can assist in providing a new ticket with validity for your new dates. 3rd park free promo tickets that previously had an expiry of the 22nd May will now be extended in validity to the 18th December 2020.

SeaWorld Parks 3 for 2 Ticket/2-Park SeaWorld and Aquatica Ticket/2-Park SeaWorld and Busch Gardens Tickets - tickets are open dated and can be activated at any time up to and including 31 December 2021.

Kennedy Space Center Tickets - Admission Tickets are valid through to 31 December 2020. Any Space Pass Plus bookings or bookings with transportation must be re-booked if you have a reservation that you are no longer able to utilise.

LEGOLAND Florida Tickets - tickets are valid 1 year from date of purchase. Should you need to check exact date of purchase then please email us at customerservice@orlandoattractions.com

Discovery Cove Packages - tickets can be amended to any date in 2020 or 2021. Discovery Cove prices vary by season. Any difference in ticket price will still be payable.

Disney tickets have the following Guest Exchange policies in place:

Date Specific Tickets Guest Exchange Policy:

Theme Park Base Tickets, Theme Park Tickets with Park Hopper® Option, Theme Park Tickets with Water Park and Sports Option and Theme Park Tickets with Park Hopper® Plus Option that have not been used in full or in part may be exchanged by the guest at the ticket window at Magic Kingdom® Park, Epcot®, Disney’s Hollywood Studios® or Disney’s Animal Kingdom® Theme Park.  In such an exchange, the guest can apply the “Historic Retail Value” (as such term is defined below) for the Ticket already purchased (the “old Ticket”) against the purchase price of a new Ticket so long as the new Ticket is the same as the old Ticket (with the same number of days and the same Ticket type) except for the start date. If the purchase price of the new Ticket is greater than such Historic Retail Value, the guest shall pay the difference. If the purchase price of the new Ticket is less than such Historic Retail Value, the guest shall not be entitled to any refund. Refunds shall not be given under any circumstances. The right of exchange pursuant to this provision shall only apply to a consumer who purchased the Ticket or Tickets in question for his or her own use.  As used above, the “Historic Retail Value” of a Ticket shall mean the price charged for the Ticket by the operator of Magic Kingdom® Park, Epcot®, Disney’s Hollywood Studios® or Disney’s Animal Kingdom® Theme Park at the ticket window of one of such parks on the date that the Ticket or Tickets were ordered from Disney.

Flexible Date Ticket Guest Exchange Policy:

Flexible Date Tickets described above that have not been used in full or in part and that cannot be used for admission under any circumstances after January 14, 2021 may be exchanged after December 31, 2020 by the guest at the ticket window at Magic Kingdom® Park, Epcot®, Disney’s Hollywood Studios® or Disney’s Animal Kingdom® Theme Park.  In such an exchange, the guest can apply the “Historic Retail Value” (as such term is defined below) for the Ticket against the purchase price of a new ticket so long as the purchase price of the new ticket is equal to or greater than such Historic Retail Value.  Refunds (in cash or otherwise) shall not be given under any circumstances. The right of exchange pursuant to this provision shall only apply to a consumer who purchased the Ticket or Tickets in question for his or her own use.  As used above, the “Historic Retail Value” of a Ticket shall mean the price charged for the Ticket by the operator of Magic Kingdom® Park, Epcot®, Disney’s Hollywood Studios® or Disney’s Animal Kingdom® Theme Park at the ticket window of one of such parks on the date that the Ticket or Tickets were ordered from Disney.

4 Park Magic Guest Exchange Policy:

4 Park Magic Tickets and 4 Park Magic Tickets with Water Park and NBA Experience described above that have not been used in full or in part may be exchanged by the guest at the ticket window at Magic Kingdom® Park, Epcot®, Disney’s Hollywood Studios® or Disney’s Animal Kingdom® Theme Park.  In such an exchange, the guest can apply the “Historic Retail Value” (as such term is defined below) for the Ticket against the purchase price of a new ticket so long as the purchase price of the new ticket is equal to or greater than such Historic Retail Value.  Refunds (in cash or otherwise) shall not be given under any circumstances. The right of exchange pursuant to this provision shall only apply to a consumer who purchased the Ticket or Tickets in question for his or her own use.  As used above, the “Historic Retail Value” of a Ticket shall mean the price charged for the Ticket by the operator of Magic Kingdom® Park, Epcot®, Disney’s Hollywood Studios® or Disney’s Animal Kingdom® Theme Park at the ticket window of one of such parks on the date that the Ticket or Tickets were ordered from Disney.

Ultimate Tickets Guest Exchange Policy:

Disney’s Ultimate Tickets for 2020 Arrivals described above that have not been used in full or in part may be exchanged after December 31, 2020 by the guest at the ticket window at Magic Kingdom® Park, Epcot®, Disney’s Hollywood Studios® or Disney’s Animal Kingdom® Theme Park.  In such an exchange, the guest can apply the “Historic Retail Value” (as such term is defined below) for the Ticket against the purchase price of a new ticket so long as the purchase price of the new ticket is equal to or greater than such Historic Retail Value.  Refunds (in cash or otherwise) shall not be given under any circumstances.  The right of exchange pursuant to this provision shall only apply to a consumer who purchased the Ticket or Tickets in question for his or her own use.  As used above, the “Historic Retail Value” of a Ticket shall mean the amount set by Disney on the date that the Ticket or Tickets were ordered from Disney.

Disney Special Event Tickets:

Including:

  • H2O Glow nights - refundable per above cancellation charges only if park is closed on event date booked.
  • Mickeys Not So Scary Tickets - 100% non refundable
  • Cirque Du Soleil – Drawn to Life - 100% non refundable

If you are unsure on any aspect of the above exchange policies then please contact us and we will assist in providing you with the required information based on the Disney tickets you have purchased.

All theme parks have enhanced cleaning protocol and have procedures in place to minimise risk including an increase in availability of hand sanitisers.

We would like to assure you that we will help all our clients in any way that we can. Please contact us and we will assist accordingly and advise on a case by case basis the best course of action. During this time we expect to see an increase in enquiries from clients so please be patient, we want to be able to give everyone the best advice possible.

We also want to ressure guests that should our offices have to close, staff members will be able to work remotely and will continue to provide a full service.

We will provide further updates as received from the FCO.



Payment Cards
Attraction tickets sold on OrlandoAttractions.com are supplied by NAR UK Ltd in the UK and Travel House of America for the rest of the World.
NAR UK Ltd (trading as OrlandoAttractions.com) is a member of ABTA. Company registration 01475109, head office: 5 Royal Hunt House, Fernbank Road, Ascot, SL5 8JR. As members of ABTA you have the benefit of ABTA’s assistance and Code of Conduct. Attraction Tickets purchased through OrlandoAttractions.com are not covered by ABTA’s scheme of financial protection.
Any holidays purchased are supplied by our retail travel agent NAR UK Ltd ABTA K5268. Company registration 01475109, head office: 5 Royal Hunt House, Fernbank Road, Ascot, SL5 8JR. All flights and flight inclusive holidays we sell are financially protected by the ATOL scheme. When you pay you will be supplied with an ATOL certificate. Please ask for it and check to ensure that everything booked (flights, hotels and other services) is listed on it. Please visit www.caa.co.uk/ATOL-protection/Consumers/ATOL-certificate/ for more information.
Accommodation supplied to persons outside of the UK will be supplied by Travel House of America INC. Registration number 593223781, head office: 154 East Highland Avenue, Clermont, FL, 34711. These sales are not covered by ABTA.
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