Families hoping for a festive treat were left heartbroken this week after a major ticketing blunder saw children turned away from the immersive Jurassic World: The Experience in London.
Booking Blunder Leads to Christmas Tears
The incident occurred on Monday, 30th December, at the new attraction located within Battersea Power Station. A significant error in the event's booking platform resulted in Wowcher vouchers being oversold for specific time slots. According to Neon, the creators of the experience, this led to between 30 to 40 people being refused entry at the door if they had purchased discounted tickets.
One distressed mother, Kate Stevens, 39, from Canterbury, Kent, described the emotional fallout. She had travelled to collect her 11-year-old son, Jacob Harris, from Enfield for a special day out. "He was very upset and he cried, that made me cry. It’s horrible – it’s Christmas," she said. Ms Stevens explained that staff were only admitting guests who had paid full price, leaving voucher holders stranded.
Families Facing Distress and Long Journeys
The scene was one of widespread disappointment. Ms Stevens reported seeing other families in similar distress, including a woman with two autistic children who were having a meltdown. Another visitor had reportedly left home at 5am to make the journey, only to be turned away.
Her son Jacob, who has Autistic Spectrum Disorder and ADHD, was particularly devastated. "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,’" Ms Stevens recounted. Despite pleas from parents, staff were reportedly unable to offer alternative entry times on the spot.
Company Apologies and Review of Processes
In response to the outcry, Neon issued a formal apology. A statement explained that the booking system error had caused over-subscription for certain slots. Operating under strict capacity limits for safety, they were forced to deny entry. The company confirmed they are liaising with affected visitors to either accommodate them in alternative sessions or provide a refund.
Wowcher also released a statement, placing responsibility for the overbooking on Jurassic World's system error. The voucher company stated they are contacting impacted customers and will be offering full refunds.
A PR representative for Neon noted that around 1,800 people visit the exhibition daily during the holiday period. The company has pledged to review its processes to prevent a repeat of the deeply upsetting incident, which ruined a highly anticipated family day out for many.
