KidZania
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REOPENING FAQS

Update re: Tier 2 Lockdown – 16th October 2020

Following the latest government guidelines as London moves into the HIGH alert level, we wanted to reassure you that we will continue to open as planned. However, we must ensure that visitors do not use our venue to meet with people from outside of their household or support bubble. We therefore ask for your support in this matter. If you already have a pre-booked ticket which is affected by these new guidelines or any further queries, please email us on reservations@kidzania.co.uk and our team will be happy to assist.

Since we first began responding and adapting to COVID-19, the health and safety of our visitors, staff and KidZania community has been our first priority. We continue to take our duty of care extremely seriously and are committed to ensuring we meet all public health requirements before re-opening our doors on 1st October 2020.

The health and safety of our guests and staff remains our number one priority. Our decision to reopen on the 1st October is in line with current UK Government guidelines. We have put in place numerous safety measures to ensure the safety and wellbeing of all guests and staff.

We are taking the time until reopening to implement some further measures and changes we have identified as necessary in making our city the most safe, fun and enjoyable place it can be. When we do open our doors on the 1st October, new distancing measures will mean a smaller and safer capacity for our visitors. We will also be going cashless, request face masks for all visitors and have hand sanitiser available throughout the city. For a full list of all changes we are making, please download our reopening guide.

We are asking that all guests wear a mask during their visit to KidZania London as a condition of entry, including all children aged 4+ years. Face masks are not required to be worn by those with certain health conditions and/or disabilities. In addition, all staff will be required to wear visors and/or masks throughout the city. Masks will be available for purchase on arrival to KidZania if you do not have one. Those who do not wish to wear a mask will be denied entry to the attraction.

There will be masks available to purchase.

KidZania remains open following the London Tier Level change. Please visit our website before visiting to see our additional health and safety measures in place. However, we must ensure that visitors do not use our venue to meet with people from outside of their household or support bubble. We therefore ask for your support in this matter. If your booking is affected by this new rule, or if you have any further queries, please contact our reservations team on reservations@kidzania.co.uk to rearrange your visit.

If you are in a Level 2 or 3 Tier area, please follow local government COVID-19 guidelines regarding travel. Please contact our reservations team at reservations@kidzania.co.uk to rearrange your booking

Visitors must follow local government COVID-19 guidelines regarding households and support bubbles. If this means your visit is affected by this change, please contact our reservations team at reservations@kidzania.co.uk or call 0330 131 3333 for help managing your individual booking.

We are placing a cap on the number of visitors allowed into our city at any one time. Our activities have also been re-organised to ensure safe distancing and controlled customer flow. We also introduced a new role of traffic wardens in the city who help to enforce social distancing within the venue. 

Yes. Every guest will be required to have their temperature taken on arrival to KidZania London using a contact free thermometer. Those displaying a temperature of 37.8 degrees or higher will not be admitted to the attraction. We therefore politely ask any guests who feel unwell or displays any symptoms of coronavirus not to visit the attraction.

If any member of your household has a temperature higher than 37.8 degrees, we reserve the right to deny entry to the whole party. We therefore politely ask any guests who feel unwell or displays any symptoms of coronavirus not to visit the attraction.

Alongside the contact free temperature check, all guests will be required to verbally answer three questions before being permitted entry to the attraction. These questions will ascertain if you or any member of your household have been in contact with anyone or are themselves displaying symptoms of coronavirus before we permit them entry to the city. If any member of your household should fail to disclose the information requested or provide unsatisfactory answers to the questions, we reserve the right to deny entry to the whole party. 

There are a number of measured in place:

  • Our city will also become kidZo-less to mirror the cashless approach for adults. Children will receive a pre charged bank card with 50 kidZos. You can head to the bank and open an account with a personalised bank card (or transfer pre-paid amount to the child’s existing bank account). ATMs will not be in use, but you can check your bank balance at the bank.At each activity, earned money will be added on to the bank card (or deducted if the activity is paid for).
  • Each activity will undergo cleaning of used activity between activities.
  • There will be a deep clean every day.
  • Our reusable bracelets have been replaced with single use bracelets.
  • There will be protective screens at our desks in all the main customer facing spots including our airport arrivals, customer service, banks, retail stores and food service areas.
  • Our staff will be wearing PPE.

Please check the website for further details.

Since we first began responding to COVID-19, the health and safety of our visitors and staff has been our first priority. We took the decision to close earlier than the imposed legislation and we also want to make sure we meet all public health requirements before re-opening our doors on 1st October 2020.

We are also taking time to implement some further measures and changes we have identified as necessary in making our city the most safe, fun and enjoyable place it can be.

There will be a reduced capacity of visitors and a queue management control system will be in place for each activity.

No, we will be going cashless throughout the city. We will only be accepting card payments for tickets and once inside in our cafes and shops. We have extended our contactless payment limits to accommodate this. 

You will be contacted directly as a priority by someone in the KidZania team to discuss alternative options. Alternatively, please email reservations@kidzania.co.uk with your booking reference number and a member of the team will be in contact within 5 working days.

We look forward to welcoming you back to the city! If you have any queries or concerns about your upcoming visit, please email reservations@kidzania.co.uk with your booking reference number and a member of the team will be in contact within 5 working days. Our phone lines are now open so please call our team on 0330 131 3333, should you prefer to speak to a member of the team.

Annual passes will automatically be extended for the number of days that they have been affected by our closure date within your validity period. We are able to do these extensions automatically so that you have access again once we reopen as our loyal customers. Should you have any queries or concerns about this, please email reservations@kidzania.co.uk

Some travel and hospitality operators have separate provisions in place for cancellations. We recommend you contact them directly, as well as your insurance policy holders. As per our terms and conditions, we cannot be responsible for any costs incurred in travelling to KidZania London.

We advise pre-booking your visit online here to avoid disappointment. Please note that we will be operating on reduced opening hours and visitation slots to maintain social distancing in the attraction, so please check our operating calendar before booking.

If you wish to enquire about a booking for a Birthday Party or Schools booking, please do not hesitate to contact our team on reservations@kidzania.co.uk. Our phone lines are now open so please call our team on 0330 131 3333, should you prefer to speak to a member of the team.

Yes, however this will be strictly subject to availability and inline with our new capacity limits. We advise booking in advance to guarantee your time slot and avoid disappointment.

For the time being, our kidZos will be contactless. Children will receive a bank card during check in with their 50 kidZos already loaded. Any kidZos spent or earnt throughout activities will be added or subtracted on this card. This card can also be used for purchases in the Airport Store.

When you are ready to revisit KidZania London, please contact our reservations team at reservations@kidzania.co.uk with your order number, where they will be happy to assist you with rebooking your visit once we have reopened.

Please check our activities page for further details. In order for us to comply with the government guidance on being COVID secure, some of our activities will be closed. Opening activities will be subject to availability on the day. Our Early Years Area will remain closed for the foreseeable future, so we regret that we will not be able to admit those aged 0-3 years old for the time being.

Yes, we intend to run as close to normal operation as possible. Please follow signage and instructions when in the city in order to observe social distancing measures. Hand sanitiser and regular hand washing will be encouraged throughout the city, as well as regular cleaning taking place of these areas.

Please check our operating calendar for our opening hours. Note that time slots will be limited due to reduced capacity. We advise you book in advance to avoid disappointment.

We would like to reassure all guests that we are taking the necessary measures to provide a safe, hygienic and fun environment for you to visit. However, we understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus or if its unsafe for you to travel you may require to change the date/time of your booking. Please email our team on reservations@kidzania.co.uk with your order number to discuss your options. Please note that our team are working remotely and responses can take up to five working days. 

Please check the Westfields website for a full list of their health and safety measures put in place, including sign posted one way entry and exit systems, cashless parking, closure of food courts and restaurants.

If travelling by public transport, then please visit the TfL website for their health and safety guidelines. It is now mandatory to wear a face covering on public transport.

It continues to be a very tough time for the whole tourism industry and we welcome the announcement from the Chancellor that tourist attractions can benefit from a VAT reduction to 5%. We are pleased to pass this saving on to our guests on our standard tickets, however due to the variable pricing that we operate online, this saving may not always be immediately obvious. We are however, offering this VAT reduction on our child Gift Vouchers, which given our fixed price for them offers great value for money. If you wish to visit us but are not sure when, please consider this option to obtain the best price for your visit.

As UK Government currently requires, we will need to hold and potentially share basic information about our visitors as part of contact tracing schemes including NHS Test Trace. This information will only be shared when necessary to help stop the spread of COVID-19 and support public health efforts. It also ensures the safety of all our guests and staff. Our Privacy Policy is available for viewing here, however, if you have any concerns regarding data, please email marketing@kidzania.co.uk

Pleas ensure one member of your party has downloaded the NHS track and trace app in order for you to check in when you arrive.