Contact Us

Your feedback & ideas

Welcome to Adventurers’ Services

Chessington’s dedicated Adventurers' Services team is here to answer your questions and offer a helping hand.

Save Time

All the latest information about Chessington is kept updated on our website. So if you have a question or need to get in touch, you’ll find the answers here.

Please check our Frequently Asked Questions (FAQ’s) – they will give you answers, instantly or go to:

• Opening Times
• How to get here
• Park Map
• Park Events
• Our Facilities
• Disabled Guide
• Groups
• Schools

Still need to get in touch?

If you still need to get in touch, please call our contact centre on 0871 663 4477, alternatively you can use the form below.

Calls cost 10p per minute plus network extras

Please choose your enquiry type to ensure we direct your question to the right team.

More ways of getting in touch

When you’re at the Park you can pop in at any time to see us. Look for the “AS” symbol on your Park map.

Frequently Asked Questions

Opening times and prices

• When does the full park reopen?
• How much are tickets?
• I have a voucher, can it be used?
• What are the opening times of our Contact Centre over the Christmas period?

Tickets and Annual Passes

• I have not received my online booking conformation
• How can my son/daughter/friend collect their tickets on the day when I have paid with my credit/debit card?
• I have not received my print at home tickets
• Can I pre-purchase Fastrack tickets?
• How do I book a School trip?
• My Annual Pass has been lost/stolen, what do I do?
• How can I use my Nectar points for tickets and what kind of tickets can I get?
• What are Zoo Days?
• Can I buy just a Young Adventurer ticket online?
• What is the 'Best Price Guarantee'?
• I have found my tickets cheaper elsewhere online. How can I claim my refund?
• From what height/age should I buy a Merlin Annual Pass for my child?

On the day

• Is there a bus from the local train stations?
• Is there a charge for the car park?
• What are the height restrictions for the rides?
• What time do the shops close?
• Can I smoke at Chessington?
• Can I hire a buggy and what is the cost?
• What services do you offer for parents with small children?
• How do I report lost property?
• Will the rides work in the rain?
• Can I enjoy the attractions if I am pregnant?
• What attractions can I ride if I have a broken arm, wrist or leg?
• Which rides can I go on if I have a torso measurement of 51” or more?

After Your Visit

• What is the Rainy Day Guarantee?
• How can I give my feedback?

Digital Photos

• Who should I contact if I am unable to download my free digital image from the Picsolve site?

Promotional Agencies and Brands

• Who do I contact if our company wishes to do a sales promotion with Chessington World of Adventures Resort?

Suppliers

• Who should I contact if our company wishes to become a supplier to Chessington World of Adventures Resort?

Opening times and prices

When does the full park reopen?

Chessington reopens on 23th March 2012 please see our opening times for more information

How much are tickets?

We offer tickets for individuals, families, groups and much more – check prices here or see our ticket prices page for further information and special offers available

I have a voucher, can it be used?

Each voucher has specific conditions with visit date restrictions, please read the voucher carefully. No two offers can be used with each other and cannot be used for online bookings.

What are the opening times of our Contact Centre over the Christmas period?

The opening times for our Merlin Contact Centre over the Christmas and New Years period are:

Back to top

Tickets and Annual Passes

I have not received my online booking conformation

Please call our Contact Centre on 0871 663 4477 to re-confirm your booking

Calls cost 10p per minute plus network extras

How can my son/daughter/friend collect their tickets on the day when I have paid with my credit/debit card?

Please provide the Adventurer visiting with a short note of authorisation including the last four digits of the card number and your contact number should our team wish to verify further.

I have not received my print at home tickets

With a reference number you can still collect your tickets on the day, alternatively contact 0871 663 4477.

Calls cost 10p per minute plus network extras

Can I pre-purchase Fastrack tickets?

You can pre-purchase Fastrack tickets online with your entrance tickets

How do I book a School trip?

To book a School trip please call our Contact Centre on 0871 282 5103 or see our Schools overview for more information

Calls cost 10p per minute plus network extras

 My Annual Pass has been lost/stolen, what do I do?

Return to the attraction that issued the Annual Pass for a replacement card. There will be a £10 re-issue fee per pass.

How can I use my Nectar points for tickets and what kind of tickets can I get?

You can swipe your Nectar card at Chessington World of Adventures Resort for instant payment of entry into the park. The amount of points required may vary, therefore please check with Nectar before your trip to ensure you have the correct amount for your visit.

What are Zoo Days?

If you're the kind of person who likes to plan ahead, when our Theme Park is closed we have Zoo Days every weekend and during school holidays from November 2011. Take a look at the Calendar here.

Can I buy just a Young Adventurer ticket online?

We welcome Young Adventurers to Britain ’s Wildest Adventure; however, to comply with law, anyone under the age of 12 must be accompanied by an adult. Our online system has been set up to ensure that Young Adventurer tickets cannot be purchased without at least one Adult Adventurer ticket.

What is the 'Best Price Guarantee'?

Book in advance of your visit date and we guarantee that www.chessington.com will have the lowest priced entrance tickets available online. If you find a cheaper price online at the time of booking, we will match it and refund the difference! The ticket must be the same in all respects is only available to purchases made in the UK by UK residents and excludes offers conditional on buying other products, travel packages, downloading vouchers, group bookings, discounted membership schemes or bookings made by phone.

I have found my tickets cheaper elsewhere online. How can I claim my refund?

If you find a cheaper ticket price online at the time of making your booking, we will match it and refund the difference! Please ensure that the ticket that you have seen is the same in all respects – in other words it is not conditional on buying other products, is part of a travel package, requires you to download a voucher to either exchange for your ticket or gives you a special rate, group bookings, discounted membership schemes or bookings made by phone. If you are still convinced you have found a cheaper ticket this is what you need to do:
Call our Adventurer Service team on 01372 731 582

From what height/age should I buy a Merlin Annual Pass for my child?

There is no set age a child requires a Merlin Annual Pass from.

However we do provide the following guidance:

• If your child is 0.9 metres tall or over at the time of purchasing your Passes OR will you think will reach 0.9 metres tall during the life of your Passes we recommend you purchase a Pass for them, this is because children 0.9 metres tall and over are required to pay admission when entering Chessington World of Adventures Resort.
• If your child is 3 years or over at the time of purchasing your Passes OR will turn 3 during the life of your Passes we recommend you purchase a Pass for them, this is because children aged 3 or over are required to pay admission when entering LEGOLAND® Windsor, SEA LIFE centres & Sanctuaries (including the London Aquarium) and LEGOLAND® Discovery Centre Manchester.
• If your child is 1 metre tall or over at the time of purchasing your Passes OR will you think will reach 1 metre tall during the life of your Passes we recommend you purchase a Pass for them, this is because children 1 metre tall and over are required to pay admission when entering THORPE PARK.

Back to top

On the day

Is there a bus from the local train stations?

There are regular buses from most local stations for an additional fee. Please see our how to get here page

Is there a charge for the car park?

Yes, there is a daily charge of £2 per car for adventurers, including disabled adventurers parking in our Explorer or Lodge gate car parks. You can pre book this if booking your tickets online alternatively you can purchase a ticket on the day of your visit to exit the car park

What are the height restrictions for the rides?

Each ride has its own height restriction ranging from 0.9m to 1.4m minimum – see the full ride listing for details.

What time do the shops close?

Each ride specific store closes when the ride closes. The Chessington Shop closes approximately 30 minutes after the advertised ride closing time

Can I smoke at Chessington?

Yes, adventurers can smoke at Chessington, we have designated smoking areas to ensure we provide freedom of choice whilst still respecting the fact we are a family resort. Please view the Park Map for further details.

Can I hire a buggy and what is the cost?

Buggies can be hired from both Lodge and Explorer Gate Welcome areas for a cost of £6.50 for a single and £8.50 for a double.

What services do you offer for parents with small children?

Child safety wristbands:
Place your phone number inside a special wristband so we can contact you if your group gets separated. These bands are available from Adventurers’ Services.

Parent Swap:
Parents can still enjoy the height restricted rides when visiting with toddlers, and you only have to queue once. After swapping over the second rider gains entry via the ride exit. This service is available from Adventurers’ Services.

Baby Changing Facilities:
Baby changing facilities can be found at Lodge Gate, Market Square & Transylvania. A nappy & two wipes are available for £1.50. Please see your park map for locations.

Microwaves & Baby Food:
Microwaves are available and jars of baby food can be purchased at Refresh and Market Square Pizza & Pasta Buffet.

How do I report lost property?

If you do lose something whilst at Chessington, complete a report at Adventurers’ Services on the day of your visit, alternatively please call the team on 01372 731 582.

Will the rides work in the rain?

Whilst most rides will operate in the rain some may be affected depending on the severity of weather conditions (All rides are subject to availability on any day of your visit).

Can I enjoy the attractions if I am pregnant?

Britain’s Wildest Adventure is a great environment for everyone to enjoy with our Zoo, SEA LIFE centre and spacious grounds for you to walk around and just take in the atmosphere. We would ask that if you are pregnant that you take note of the signage at individual rides before deciding to board and consider your own health and medical advice before partaking in any rides and attractions.

What attractions can I ride if I have a broken arm, wrist or leg?

Health & Safety at Chessington is our number 1 priority and as such we need to ensure that by participating in any of our attractions that you would not cause yourself any further injury. We would advise in the first instance that you seek advice from your doctor. We have prepared a guide that you can take a look at here.
If you wish to discuss this further please call us on: 0871 663 4477. Don't forget you can still enjoy our Zoo with over 1,000 animals and our very own SEA LIFE centre.

Calls cost 10p per minute plus network extras

Back to top

Which rides can I go on if I have a torso measurement of 51” or more?

In the interests of Health and Safety, all guests on rides must be fully strapped in. Similar to smaller guests being subject to height restrictions, larger Adventurers are recommended to follow this advise.

If your torso is approaching 51 inches or more you may be unable to ride the following rides where for health & safety guidelines we have to use tight shoulder and lap bar restraints.

• Rameses Revenge
• Dragon's Fury
• Rattlesnake
• Vampire

Vampire, Dragon’s Fury and Rameses Revenge also have a maximum height restriction of approximately 1.95 metres.

Back to top

After Your Visit

What is the Rainy Day Guarantee

Earlier this year we offered adventurers a 'Rainy Day Guarantee'.

All you have to do is present your original tickets on the day you choose to re-visit at the ticket office window/s and you will have another wild adventure for FREE!*

How can I give my feedback?

We work very hard at Chessington World of Adventures Resort to provide a great time for adventurers of all ages. Your feedback is important to us and we want to hear from you. We appreciate that you are giving us your time to help us and by doing so we will enter you in to our monthly draw to win a Family of Four, Merlin Annual Pass worth £240.

The survey takes no more than 10 minutes – so make a cup of tea and go here for your chance to win.

Back to top

Digital Photos

Who should I contact if I am unable to download my free digital image from the Picsolve site?

We are sorry that you are having problems downloading your picture. You should contact Picsolve who manage this site on 0845 6102402

Calls cost 10p per minute plus network extras

Back to top

Promotional Agencies and Brands

Who do I contact if our company wishes to do a sales promotion with Chessington World of Adventures Resort?

You can find out more about running a sales promotion with us through our Promotions Enquiry Form.

Back to top

Suppliers

Who should I contact if our company wishes to become a supplier to Chessington World of Adventures Resort?

If you are a prospective supplier you can tell us about your products and/or services through our supplier registration system by accessing this link.

Back to top

Back to top

Need help after your visit?

We want everyone to have an amazing adventure and we aim to get it right, first time and every time you visit. But we know that very occasionally things don't go as planned and adventures don't live up to expectations.

We aim to sort out any issues during your visit, but if that didn't happen for you (and we're really sorry if that's the case), here's what to do:

Get in touch with one of our friendly Customer Service Managers – Ricky Field or Emma Jenkins in the Adventurers' Services team.

You can write to them at:

Adventurers' Services
Chessington World of Adventures Resort
Leatherhead Road
Chessington
Surrey
KT9 2NE

Email them via the website here.

Call them on: 01372 731582.

Please ensure that you contact us within six weeks of your visit and be sure to keep proof of your visit, such as your tickets or a valid receipt, in case this is needed.

There are occasions when we receive an exceptionally high volume of communication. Our aim is to respond within 10 working days for letters; five working days for emails and within 24 hours if you phone us.

If we have still not resolved the issue at this stage, please let us know. We will refer it senior management here at Chessington World of Adventures and we will also liaise with Merlin Entertainments Group Head Office on your behalf to ensure a satisfactory outcome for you.