CORONAVIRUS POLICY

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.

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.

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 we will cancel free of charge and refund your deposit. 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). 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).

Universal Orlando 2 & 3 Park Explorer Hard Copy 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 Park Explorer Electronic Tickets - Universal Orlando Resort have extended the validity of their 2020 E-tickets until 30th of June 2021 (Universal tickets will need to be activated by the 16th of June 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
  • Mickeys Not So Scary Tickets
  • Cirque Du Soleil – Drawn to Life

All these tickets remain 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.



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