Twycross Zoo - Ticket Activation Issue - Rights to a refund/replacement tickets

THEV1LL4N

Hi there,

I have unfortunately decided that I need to write a post on here with regards to the issue I am currently having with Twycross Zoo and the lack of response I am getting from them.

The purchase:
I purchased 2 x Adult tickets (£40) in December 2024 where I would need to activate these by March 2025 and be able to receive free entry to the zoo for 12 months.

The issue and actions taken to raise the issue:
I was unable to activate either of these tickets successfully and I have tried contacting Twycross Zoo on a number of plaforms - see below for an overview:
- No telephone number, email or webchat = no-one to speak to.
- Messages sent via their online contact form on their website on 4 seperate occasions over the last ten or so months. No response to the above
- I located an email address but I received an auto-reply telling me to use the above form.
- I then resorted to messaging them on social media (Instagram) and I received a similar auto-reply message directing me to the contact form.
- I also tried going through my bank who provisionally refunded me the full amount of £40.  They later came back to me to state that Tycross Zoo had rejected the refund request and they needed to take the money back.

Current position:
What are my rights, how do I get a full refund if not a re-issue of the tickets as I was originally requesting?

I am sure the zoo will be able to check from their records that the tickets have not been activated or used in any way and I would think that they would be able to support their customers.

Thank you in advance for any advice/input.

Okell

Why don't you complain on their social media account that you have been prevented from activating your tickets and that - despite trying to complain to them several times -  they have ignored you?

I don;t do social media myself but I understand it can be an effective route of complaint

LightFlare

When did you actually try to activate them and do you have a link to where that occurs?

SiliconChip

There's a phone number listed here, no idea whether it's right but worth a try.

https://www.visittamworth.co.uk/twycross-zoo

Undervalued

LightFlare said:

When did you actually try to activate them and do you have a link to where that occurs?

Quite.

Plus the OP says "Messages sent via their online contact form on their website on 4 separate occasions over the last ten or so months." Ten months would be before they purchased the tickets!

OP did you attempt to activate these tickets before the date specified in March and if so did you attempt to report the problem immediately? At least five months have gone by since then.

A very quick Google finds this phone number 01827 880250

No idea if it is still valid.

THEV1LL4N

Apologies, it was around ten months ago that I purchased the tickets.  It was around March time that I wrote to them and then in the subsequent months that followed when chasing up my original query with them.  Unfortunately, I did not receive a copy of my response or a ticket number to state they are looking into the query.

I have tried the phone number and it isn't for customer queries.  It is for signposting to the website for general queries, animal encounters or group/corprorate/school bookings.

Undervalued

THEV1LL4N said:

Apologies, it was around ten months ago that I purchased the tickets.  It was around March time that I wrote to them and then in the subsequent months that followed when chasing up my original query with them.  Unfortunately, I did not receive a copy of my response or a ticket number to state they are looking into the query.

I have tried the phone number and it isn't for customer queries.  It is for signposting to the website for general queries, animal encounters or group/corprorate/school bookings.

Well if the approved methods don't work I would try battling through one or more of those options until you find a real person who will take some action!

Failing that a letter before action (get a free certificate of posting) threatening legal action if it is not resolved within 14 days. 

mr_stripey

might it be easier to just go there and sort it out with staff at the zoo?  

sheramber

I have an annual ticket that I haven’t been able to activate, how can I activate?

Great news! Your Twycross Zoo account has been successfully migrated to our new booking system. To set up your account you'll need to follow the link below where you'll be asked to enter your email address. 

https://booking.twycrosszoo.org/user/setup-account

Once successfully entered you'll be sent a password reset email which will allow you to  set up your new account.

Once in the account you’ll need to upload your photo into the new system, please click ‘My passes’ and take your new photo.

That’s it, you can book return visits from the my account area.

https://twycrosszoo.org/help/

HopeAndDriftWood

What issue are you having? I've done this twice since it's been failing for you. 

It's disappointing that the zoo haven't replied, though! That's pretty poor, they're usually good at customer service.