A Christmas dream of walking with dinosaurs turned into a day of distress for dozens of families after a ticketing blunder saw them refused entry to a popular London attraction.
Booking Blunder Leaves Families Stranded
On Monday, December 30, 2025, an estimated 30 to 40 people hoping to visit Jurassic World: The Experience at Battersea Power Station were turned away at the door. The issue stemmed from a booking system error that led to the overselling of discounted tickets purchased through the voucher site Wowcher for specific time slots.
Among those affected was 11-year-old Jacob Harris, who has Autistic Spectrum Disorder and ADHD. His mother, Kate Stevens, 39, had planned a special day out as his Christmas present, travelling from her home in Canterbury, Kent, to collect him from Enfield before heading to the immersive show in south-west London.
"He was very upset and he cried, that made me cry. It's horrible – it's Christmas," Ms Stevens recounted. "He just burst into tears and then got really upset and said: 'I just want to go home, I just don't want to be here, I hate my life.'"
Scene of Distress at the Entrance
Ms Stevens described a chaotic and upsetting scene at the venue's entrance, where staff were only admitting guests who had paid full price. She witnessed another mother with two autistic children who were experiencing meltdowns due to the confusion and disappointment.
"When you go there they're only allowing people who paid full price in – if you've got a discounted ticket, you're not coming in," she said. The show, which attracts around 1,800 visitors daily during the holiday period, operates under strict capacity limits for safety.
Ms Stevens had purchased her Wowcher voucher back in November for what was meant to be a "nice little day out" for just her and her son. Upon arrival, they joined a queue of other families with discounted tickets, all of whom were eventually told the event was "over-subscribed" for their slot.
Apologies and Refunds Issued
The creators behind the experience, Neon, have issued a public apology. A spokesperson stated via a PR company that all affected ticketholders were notified in advance and that the team is liaising with visitors to either accommodate them in alternative sessions or provide a refund.
"We understand how disappointing this would have been for families – we sincerely apologise to anyone whose visit was impacted and are reviewing our processes to ensure this does not happen again," the statement read.
Wowcher also confirmed the error originated on Jurassic World's side and stated they are in the process of contacting impacted customers to offer full refunds.
For families like the Stevens, however, the apology does little to mend the emotional fallout of a long-awaited Christmas treat that ended in tears and frustration.
