Sales as Agent - Attraction Tickets Direct
Special Note: These terms and conditions apply only to sales of tickets for entrance to PortAventura, Disneyland Resort Paris, Thorpe Park Resort, Chessington World of Adventures, LEGOLAND® Windsor Resort, Alton Towers Theme Park, Shrek's Adventure London, The Coca-Cola London Eye, SEA Life Aquarium London, The London Dungeon and Madame Tussauds London. Contracts for the supply of these tickets will be directly with the supplier in question in each case and the supplier’s terms and conditions will apply to your booking as well as our own. For PortAventura Terms and conditions click here. For Disneyland Resort Paris Terms and conditions click here.
We act as a ticketing agent in respect of your booking. This means that we will issue a ticket on behalf of the supplier of your service but your contract for that ticket, and your contract for the supply of the attraction service in question will be with the supplier of that ticket/service and its terms and conditions apply to both contracts. As agent (other than that which is expressly set out in these conditions), we accept no responsibility for the ticket or the attraction services. See the ‘Liability’ section below for further detail.
By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:
- He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
- He/she is over 18 years of age and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services.
Prices and Website descriptions
We have no control over the arrangements that we feature on our websites. All details and descriptions in relation thereto are for guidance only. The images used on our website to illustrate the experiences, particularly those that take place at more than one location, are used as an indication only. Please be aware that the vehicles, craft, machines, animals and settings at each venue may vary. We endeavour to ensure that all the information and prices on our website are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed.
All prices are quoted in £'s sterling. The prices quoted, shown on our website, and in supplementary promotional material, apply at the time of publication however are subject to change without notice. The price of your arrangements will be confirmed on booking. Once you have paid for your arrangements in full or paid a non-refundable deposit on a booking, the price of your arrangements is confirmed and will not increase.
We believe that the prices of attraction tickets on our website represent excellent value. Consequently, if you book and pay in full via Attraction Tickets Direct and subsequently find the same theme park tickets cheaper elsewhere, we will pay you the difference in price. Likewise, if you are yet to book and find the exact same tickets cheaper, we will match the price! We will pay you any difference in price if you find available to buy other than through us, the same arrangements as we have confirmed to you.
This promise is subject to:
- Your notification in writing to us of the cheaper price, within 7 days of your receipt of our confirmation of your booking.
- Our validation (at our absolute discretion) that the cheaper price found elsewhere, is in respect of arrangements that are exactly the same, on the same departure dates, departure points and for the same duration and be fulfilled in the same manner (eg voucher/hard copy tickets) as your confirmed booking with us.
- The ticket being a real ticket, not a voucher or “e-ticket” (in cases where we supply real tickets).
- The ticket price being based on a single ticket (this price guarantee excludes group discounts).
- Our reserved right to withdraw any added value (eg payment on deposit or free gift) that we would normally send with the tickets.
- Special discount offers or promotional ticket prices are excluded from this guarantee.
- Tickets must be new and in stock for purchase on that same day and the price we match must be bookable on that day.
- The cheaper price must be inclusive of all additional charges such as credit card processing fees and delivery costs.
- The cheaper price must be in pounds sterling and be available to book at the time you notify us of it.
- The Price match guarantee will not apply in conjunction with our win / win deposit offer
Payment and Confirmation
When booking online, full payment or a non-refundable deposit is required at the time of booking and will be taken when you click the ‘authorise’ button. Upon receipt of full payment or a non-refundable deposit, we will issue a confirmation of booking via email.
There is a surcharge for payments by American Express. There is no charge when paying by Visa or Mastercard or debit cards. Regrettably we cannot process Diners Cards.
Subject to availability, a contract for the supply of a ticket and the supply of park services will exist between you and the applicable supplier of services as soon as we issue you with your confirmation email.
It is your responsibility to check your confirmation email, and to urgently advise us if there are any errors or omissions. Your rights may be affected in relation to any matter arising as a result of such error or omission if you fail to do so. Alteration or cancellation of the booking by you once a confirmation of booking has been issued will be subject to the charges outlined in the ‘if you cancel your booking’ section below.
All monies you pay to us for tickets will be held on behalf of the supplier(s) concerned respectively.
Please note that Customers outside of the UK may be asked for additional proof of address before tickets can be sent.
It is a condition of our agreement that you are covered by adequate travel insurance for your arrangements. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues, and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any of your losses howsoever arising, in respect of which insurance cover would otherwise have been available.
Following receipt of your full payment, and the issue of our confirmation, you will usually receive your tickets within 7 days. However, we reserve the right to despatch tickets up to 14 days prior to the date that your arrangements are due to take place. In these circumstances, we will keep you updated as to when you might receive them.
We send real tickets for theme park bookings unless otherwise stated on the relevant product page. They have a high monetary value. You should treat them as you would your cash or passports and keep them safe at all times.
It is your responsibility to provide a correct and suitable delivery address. We will not re-issue or replace tickets sent to an incorrect address supplied by you. After your tickets have been delivered to you, they are your responsibility and we will not issue replacements and we will not be liable should they be lost, damaged or stolen unless you have purchased our loss, damage, theft protection (see below).
Loss, damage, theft protection
If you purchase our loss, damage, theft protection, the terms and conditions of that protection apply and these are:
We will arrange for replacement of lost, damaged or stolen tickets:
- To be posted to you within 3 days if this occurs in the UK.
- To be picked up at guest services at the relevant attraction in the USA, if this occurs while on holiday. We will also provide you with a document with an emergency helpline number.
If you change or cancel your booking
If you need to make a change to or cancel your confirmed booking, you should contact us in writing via email to [email protected]. Any cancellation or amendment request will take effect on the day we receive it. Proof of posting is not proof of receipt. If you need to make a change to theme park tickets once you have received them (for example upgrading the number of days on your Disney tickets from 7 to 14), then you should contact us by telephone as soon as possible. You should also confirm your request by giving us notice in writing via email to [email protected].
All changes are subject to an administrative charge of £25. Amendments to and cancellations of tickets can only be accepted in accordance with the terms and conditions of the attractions themselves (which may mean forfeiting as much as 100% of the cost of the ticket(s)). In addition you must pay us an administration fee. All charges will be advised to you at the time that you notify us of your intention to change or cancel your ticket(s).
Re-confirming your booking locally
Whether you've booked a specific date and time through us, or you've chosen to leave the experience open dated (where applicable), it's essential for you to re-confirm your booking in advance. This enables our suppliers to inform participants of any details that they may need on the day; for example to let you know exactly you will be met. Please note that all contact numbers will be supplied following confirmation.
Changes and Cancellations to your ticket or service by the supplier
As a ticketing agent for the issue of tickets on behalf of the suppliers of those tickets, we will have no liability in relation to any changes to or cancellations of your ticket or to any attraction service other than to inform you as soon as reasonably possible of any change or cancellation notified to us by the supplier in question. We will also liaise between you and the supplier in relation to any alternative ticket or service arrangements they may offer.
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including industrial dispute, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
Special note in relation to sales of tickets for PortAventura, Disneyland Resort Paris, Thorpe Park Resort, Chessington World of Adventures, LEGOLAND® Windsor Resort, Alton Towers Theme Park, Shrek's Adventure London, The Coca-Cola London Eye, The London Dungeons and Madame Tussauds London: your contract both for the supply of the ticket, and the supply of the attraction service is with the supplier in question and its terms and conditions apply to both contracts. As agent (other than that which is expressly set out in these conditions), we accept no responsibility for the supply of the ticket or the attraction services.
(a) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-
i. the act(s) and/or omission(s) of the person(s) affected;
ii. the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
iii. unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
iv. an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
(b) We will not be responsible or pay you compensation:-
i. for services or facilities which do not form part of our agreement or where they are not advertised by us. For example any excursion you book while away, or any service or facility which your hotel or any other supplier agrees to provide for you.
ii. for any damage, loss or expense or other sum(s) of any description which on the basis of the information given to us by you concerning your arrangements prior to them being confirmed, we could not have foreseen you would suffer or incur if we breached our contract with you; or that relate to any business.
(c) Any compensation that is payable will be calculated taking into consideration all relevant factors for example (but not limited to):-
i. whether or not you have followed the complaints procedure as described in these conditions. It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
ii. the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your arrangements.
iii. when making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any transport provider or hotelier for the complaint or claim in question.
(Please also note that where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.)
(d) We limit our responsibility to you in the following situations:-
i. Luggage or personal possessions and money The maximum amount we will have to pay you in respect of any claim for loss of and/or damage to any luggage or personal possessions or money is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
The maximum amount we will have to pay you in respect of any claim for loss of and/or damage to any luggage or personal possessions or money is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of any kind.
ii. Claims not falling under (i) above and which don’t involve injury, illness or death The maximum amount we will have to pay you in respect of all claims not falling under (i) above and which don’t involve injury, illness or death these claims is twice the price paid by or on behalf of the person(s) affected in total.
This maximum amount we will have to pay you in respect of all claims not falling under (i) above and which don't involve injury, illness or death these claims is twice the price paid by on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your arrangements.
If in our opinion or in the opinion of any person in authority, your behaviour is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, or to cause a delay or diversion to transportation, we or the supplier reserve the right to terminate your arrangements immediately. In the event of such termination our responsibilities to you will cease and you will be required to leave the applicable service immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You may also be required to pay for loss and/or damage caused by your actions directly to the applicable supplier prior to departure from the service. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.
If you have a complaint or problem
Any complaints or problems relating to the booking of your ticket must be reported to us in writing immediately giving your booking reference and all other relevant information. Please address all emails to [email protected]. We will acknowledge all complaints within 3 working days. Sometimes we need to investigate issues raised with 3rd party suppliers which may take time to do. We do however aim to respond in full within 28 days. If for any reason we are unable to respond within that time, we will endeavour to notify you as soon as possible.
In relation to problems arising out of the supply of your ticket or the theme park services themselves, you should inform the relevant supplier immediately and follow the complaints procedure detailed in their terms and conditions. If you fail to follow these procedures there will be less opportunity for us and/ or the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
We must be advised at time of booking of any disability and special requirements so that we may notify the supplier concerned. Special facilities can be requested but may not be guaranteed. Acting reasonably, if suppliers are unable to properly accommodate the needs of the person(s) concerned, they may ask us to decline your booking or if you did not give us full details at the time of booking, cancel it and impose applicable cancellation charges when we or they become aware of these details.
If you have any special request, you must advise us in writing at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless any supplier has specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation letter or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
Please note offers are subject to availability and may be withdrawn by us or the supplier as applicable without notice.
Conditions of Suppliers
The services which make up your booking are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.
Law and Jurisdiction
These terms of business are governed by English law and the courts of England and Wales have jurisdiction (unless you live in Scotland or Northern Ireland, in which case you can bring proceedings in your local court under Scots or Northern Irish law, as applicable.