These Conditions, together with our Privacy Policy and where your order is made via our website, our website terms and conditions of use, together with the specific product conditions detailed on each ticket description and any other written information we brought to your attention before we confirmed your order, form the basis of your contract with American Attractions (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these Conditions references to "you" and "your" include the first named person on the confirmation and all persons on whose behalf an order is made or transferred. References to ‘tickets’ means the experience, excursion, theme park or attraction tickets or vouchers featured on our website at www.americanattractions.com.
We are a ticket agent. That means our obligations to you (other than those which are expressly set out in these conditions) are to provide you with a ticket to enable entry/access to the arrangement(s) detailed on your confirmation. Your contract for the supply of experiences, excursions, attractions or theme park services is with the supplier of those services and its terms and conditions apply to that contract. Copies of these are available on request.
By making a ticket order, the first-named person on the confirmation agrees on behalf of all persons detailed on it that:
- He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
- He/she consents to our use of information in accordance with our Privacy Policy
- He/she is over 18 years of age and where placing an order for tickets with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those tickets.
Prices and website descriptions
All details and descriptions featured on our website 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 technical errors occur, and we reserve the right to correct prices and other details in such circumstances even after a confirmation email has been sent.
Many of our products have specific supplier conditions that relate only to that individual product. These conditions are clearly detailed in each ticket description and form part of your contract with American Attractions.
Ticket Validity Dates
Attraction, excursion and activity tickets sold on American Attractions are either date-specific or open-dated. Date-specific tickets are only valid for the date/time selected at the time of booking and cannot be used on any other date. Open-dated tickets are valid for a period of time (normally a certain number of months from the date of purchase or valid for use in the calendar year purchased) and can be first activated at any point during this period. Open-dated tickets then expire after a specific number of days from first use. The validity of every ticket sold on this website is detailed on each ticket description page and forms part of your contract with American Attractions.
Ticket validity dates are not related in any way to your holiday departure date. We ask for your holiday departure date at checkout to simply ensure balance payments are processed correctly and tickets can be received by you before you leave on holiday.
Price policy
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, they are subject to change without notice. The price of your tickets will be confirmed on order. Unless a technical error has occurred (which we will deal with promptly), once you have paid for your tickets in full or paid a non-refundable deposit, the price of your tickets is confirmed and will not increase.
Price Match
We believe that the prices of attraction tickets on our website represent excellent value. Consequently, if you book via American Attractions 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.
The above promises are subject to:
- Your notification in writing to us of the cheaper price, within 7 days of your receipt of our confirmation of your order or booking.
- Our validation (at our absolute discretion) that the cheaper price published elsewhere in respect of tickets or services that are exactly the same, on the same departure dates, departure points and for the same duration and fulfilled in the same manner as your confirmed order with us
- Our reserved right to withdraw any added value (e.g. payment on deposit or free gift) that we would normally send with tickets.
- Special discount offers, group bookings 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 available for purchase on that day.
- The cheaper price must be inclusive of all additional charges, fees and delivery costs.
- The cheaper price must be in pounds sterling and be available to purchase at the time you notify us of it.
- The price match guarantee will not apply where you compare a cheaper combined price for a ticket and accommodation bought separately with one of our packages.
- For any price-matched ticket, we will supply the equivalent STANDARD ticket (not PROTECTION-PLUS).
- We reserve the right to validate any quotes given by email before agreeing to match the price.
Payment and Confirmation
When ordering tickets online, full payment or a non-refundable deposit is required at the time of order 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 the ticket order via email.
For customers travelling 42 days or more before the date the tickets are due to be activated, an optional non-refundable deposit can be paid at the time of order. Once you pay your deposit, the price of the tickets is protected against currency fluctuations and will remain unchanged if the prices on our website increase or decrease as a result of currency fluctuation. If a supplier changes the ticket entitlements, ticket validity or ticket price customers who have paid a deposit may need to pay the full balance to keep their original price and tickets in line with the 'Changes and cancellations by us or the supplier section' below.
Where you have paid a non-refundable deposit, the balance of the cost of your tickets is due not less than 42 days prior to scheduled departure. It is your responsibility to ensure the balance is paid in full and on time. If we do not receive this balance in full and on time, we reserve the right to treat your ticket order as cancelled by you. If you are ordering within 42 days of departure, full payment is due at the time of order.
There is no charge when paying by Visa, AMEX (phone orders only), Mastercard or debit cards. Regrettably, we cannot process Diners Cards.
Subject to availability, when we issue you with your ticket order confirmation email, a contract will exist: i) between you and us for the provision of tickets or vouchers to enable entrance/access to the experience, excursion, attraction or theme park detailed on those tickets and ii) between you and the supplier of the experience, excursion attraction or theme park for the supply of the service in question. If there has been a technical error, we reserve the right to amend your booking within 7 days of the confirmation being sent.
It is your responsibility to check your ticket order 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 order by you once confirmation of the ticket order has been issued will be subject to the charges outlined in the applicable supplier’s terms and conditions and in line with the information details on the page from which you made your booking as well as on your confirmation of the order.
Please note that customers outside of the UK may be asked for additional proof of address before tickets can be sent.
Insurance
It is a condition of our agreement that you are covered by adequate travel insurance for the trip on which you use your tickets. Such insurance as a minimum must cover your losses sustained as a result of cancellation, medical issues including COVID-19, 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.
Disabilities and medical problems
Theme park rides and attractions are designed to provide unique experiences and thrills and some may not be suitable for customers with specific medical conditions including but not limited to guests with a history of heart conditions or abnormal blood pressure, guests with back, neck, or similar physical conditions, expectant mothers, guests susceptible to motion sickness or dizziness or with a medical sensitivity to strobe effects. It’s important to read the safety information at each attraction so that you can make an informed decision about your ability to safely and conveniently experience a ride. If you or any member of your party has any precise medical problem or disability which may affect your chosen tickets, please provide us with full details before booking. We will only provide precise information on the suitability of theme park, attraction or activity tickets taking into account your needs if you specifically request us to do so.
Your tickets
Following receipt of your full payment and the issue of our ticket order confirmation, you will usually receive your tickets in your Customer Account immediately upon full payment, although ticket delivery can sometimes take up to 72 hours. Tickets can either be downloaded to a smartphone or printed in advance.
We reserve the right to delay the uploading of your tickets to your customer account up to 14 days prior to the ticket commencement date. In these circumstances, we will keep you updated as to when you might receive them.
We send gate-ready digital tickets for theme park orders unless otherwise stated on the relevant product page. Certain products require extra steps in advance of your visit to turn your attraction ticket confirmation into a digital gate-ready ticket. Please follow the instructions on your documentation where applicable.
Where we have arranged for you to collect your tickets at the gate of the attraction, the named lead passenger will be asked to provide a photo ID to take receipt of your tickets.
Ticket fulfilment options are determined by our suppliers and can change without notice. We will notify customers immediately should the fulfilment arrangements change.
Standard and Protection-Plus
Protection-Plus protection is an optional upgrade for core Walt Disney World, Universal Orlando Resort and SeaWorld Parks Orlando tickets. If you purchase a Protection-Plus ticket the terms and conditions of that protection apply, and these are;
- We define ‘Core’ tickets as multi-day admission tickets for the above attractions. Dated special event tickets (i.e. Mickey’s Not So Scary Halloween Party / Very Merry Christmas Party, Halloween Horror Nights) are excluded.
- SeaWorld Parks Orlando tickets that are supplied as part of a Discovery Cove package are excluded from Protection-Plus ticket protection
1) The conditions and benefits of a Protection-Plus ticket apply only to the specific tickets purchased at that protection level. Buying a Protection-Plus ticket does not protect your entire order with those same conditions. Any tickets on the same order that are booked as a STANDARD ticket or where we do not offer the protection levels are subject to our general Terms and Conditions found here within.
2) Once Protection-Plus tickets are ordered those tickets cannot be downgraded to STANDARD options at any time.
3) Equally, a STANDARD ticket cannot be upgraded to Protection-Plus at any time after an order is confirmed.
4) If you cancel a Protection-Plus ticket you will avoid time-based cancellation fees (see the cancellation charges listed on each individual ticket description page). The refund paid on your ticket(s) will be the cost of the equivalent STANDARD ticket (your ticket cost minus the Protection-Plus supplement) at the time of order. Our usual cancellation fees apply as normal for STANDARD tickets.
5) If you have Protection-Plus tickets and you wish to change the start date of your tickets, there will be no admin fee for this change but any difference in ticket costs will be charged. These will be ticketed at the same protection level as booked originally.
If you change or cancel your booking
We will try to assist in the event that you need to change or cancel your confirmed ticket order, but we cannot guarantee that the ticket terms or supplier will allow such requests. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the ticket and may be subject to charges.
If you need to make a change to or cancel your confirmed ticket order, and the terms of the tickets you have booked allow, you should contact us on 0203 904 4988. Any cancellation or amendment request will take effect on the day we receive your notification.
If you cancel your order, the cancellation charges detailed on the product page from which you made your booking will be payable by you. The cancellation charges you will be required to pay will be calculated from the date we receive written or verbal notification of your cancellation.
If you need to make a change to your tickets once you have received them (for example upgrading the number of days on your Disney tickets from 7 to 14 or amending the date of usage), then you should contact us by telephone on 0203 904 4988 as soon as possible.
New prices may apply when amending your tickets (excluding tickets purchased with Protection-Plus protection). We won't charge an amendment fee for making a change, but the difference in price will be charged. If ticket prices are cheaper when you amend your order, the original price you paid will be used.
Changes and cancellations by us or the supplier
On occasion, it may be necessary for the supplier to amend certain tickets or cancel them. We reserve the right to amend or cancel tickets on behalf of a ticket supplier at any time. If a material change to, or cancellation of your theme park or other attraction ticket becomes necessary, (for example where you have made an order via an old/ cached page of our website) we will tell you as soon as possible. If there is time to do so before the date on which the ticket is due to be redeemed, we will replace it with a ticket to the same value as your original order or if there isn’t sufficient time to do so, give you a full refund.
A supplier might change also the ticket entitlements, ticket validity or ticket price. In this situation, customers who have paid in full and already received their tickets will not usually be affected by such a change. However, customers who have only paid a deposit and have yet to clear their balance could be affected. In this scenario, we will inform all deposit customers immediately of the changes to their tickets and the following options will be made available:
1) You can pay the remaining balance on your booking to protect the ticket entitlements and validity at the price originally confirmed. Tickets will be dispatched to you within 72 hours of paying your balance.
or
2) Keep your booking on a deposit status and accept the revised ticket entitlements at the new ticket price as enforced by the supplier.
As your contract for the supply of experience, excursion, theme park or attraction services is with the supplier, we will have no liability in relation to any changes to or cancellations to these services other than to inform you as soon as reasonably possible of any changes or cancellations that may affect you that are notified to us by the supplier in question. We will also liaise between you and the supplier in relation to any alternative tickets or services they may offer.
The above sets out the maximum extent of our liability for changes and cancellations and we regret we cannot meet any expenses or losses you may incur as a result of any change or cancellation.
Very rarely, after your tickets have been activated, the supplier of your service may be forced by Force Majeure to change or cancel part or all of your tickets or close a park, attraction or experience. If this does happen then we regret that neither we nor your supplier(s) will be able to provide any refunds, pay you any compensation or meet any losses or expenses you incur as a result.
Force Majeure
Except where otherwise expressly stated in these order 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, the threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riots, pandemics, epidemics, industrial disputes, natural or nuclear disasters, fire, chemical or biological disaster, adverse weather conditions, the act of any government or other national or local authority 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 as may any consequences of the UK’s decision to leave the European Union, or any consequences of it so leaving.
Liability
Our only obligations to you (other than those which are expressly set out in these conditions) are to take your ticket order in accordance with your instructions and to provide you with a ticket or voucher to enable entry/access to the arrangement(s) in question. Your contract for the supply of services is with the supplier and its terms and conditions apply to that contract. Copies of these are available on request. We accept no responsibility for the supply of the services.
We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claims 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 our 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.
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.
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 tickets 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.
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 our or our employees’ or suppliers’ negligence affected the overall enjoyment associated with your tickets.
iii. when making any payment, we are entitled to deduct any money which you have received or are entitled to receive from any supplier 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.)
The maximum amount we will have to pay you in respect of all claims 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 will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your tickets.
Your behaviour
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 tickets 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
Because the contract for the supply of all services is between you and the supplier, any queries or concerns about those services should be addressed to them. If you have a problem whilst away, this must be reported to the supplier or their agent immediately. If you wish to complain when you return home, write to the supplier. You will see their name and contact details in any confirmation documents we send you.
Any complaints or problems relating to the order and supply of any ticket must be reported to us in writing immediately. 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 so. We do however aim to respond in full within 14 days. If for any reason we are unable to respond within that time, we will endeavour to notify you as soon as possible.
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.
Disabled Clients
We must be advised at the time of the order 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, we may refuse to confirm your ticket order or if you did not give us full details at the time of order, cancel it and impose applicable cancellation charges when we or they become aware of these details.
Special Requests
If you have any special request, you must advise us in writing at the time of order. 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.
Special Offers
Please note special 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 order 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.
Covid-19: Limitation of liability
We both acknowledge the ongoing COVID-19 global crisis and accept our obligations to comply with any official guidance from governments or local authorities, both in the UK and whilst on holiday.
Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you, in the following circumstances:
• If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel.
• You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday or that portion of the holiday.
An inherent risk of exposure to COVID-19 exists in any public place where people are present. By visiting an attraction or joining a tour or activity, you voluntarily assume all risks related to exposure to COVID-19.
You also acknowledge that the suppliers providing your services will need to comply with national and/or local guidelines and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as the use of face masks by staff (and you may be required to wear a face mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the experience and all measures will be taken with the purpose of securing your safety and those around you.
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.