Helpful information for disabled guests and guests with special requirements
Shrek’s Adventure welcomes guests with disabilities, together with their helpers and carers. This page aims to provide information to help guests with disabilities make the most of their visit with us with details of accessibility and visitor information.
The majority of our facilities are designed to be fully accessible to our disabled guests however it may not be possible for all guests to access the magic bus ride. It is also important that any wheelchair users or guests with special requirements book with our Merlin Contact Centre (0871 221 2837* or 0333 321 2001) or in person at our box office to ensure the relevant facilities are available during their visit.
“Members of the British Association of Leisure Parks, Pier and Attractions (BALPAA) welcome visits by disabled people and will do all that is possible to ensure a safe and pleasurable stay. However rides and attractions in our parks can be physically demanding and vigorous. We therefore reserve the right to refuse admission to certain rides should we feel there is a danger to a particular person for whatever reason. We have been advised by the Health and Safety executive that refusal on the grounds of Health and Safety does not constitute discrimination. We hope that you understand and accept the decisions made in the interest of your safety.”
Our attraction is an interactive, 4D experience and to this end, we use a range of effects throughout. This will include loud noises, flashing lights, group participation and intimate sets.
Our nearest station is London Waterloo which has ramped access from the main station. We are also reachable by many other public transport links and we recommend visiting journeyplanner.tfl.gov.uk which will provide you with the best route. Unfortunately we do not have any parking facilities on site, and suggest you leave your flying carpets and onion carriages at home.
Bookings on the day are subject to availability to avoid disappointment and for a Carer’s Ticket, buy your other tickets online (with a time slot) and then collect a carer’s ticket with relevant documentation on arrival.
If you are a wheelchair user please ensure you book in advance here.
To receive the free carer ticket, you will need to provide documentation that provides evidence of your disability. We ask for this to ensure that guests who need it can get the best possible assistance and to guarantee that this system is not abused. Evidence can be your blue/orange badge, a DLA letter or a letter from your doctor or physician.
Our team is trained to recognise the hidden disabilities sunflower lanyard. We offer these lanyards and ear defenders should you or your guests need them. Please speak to a member of staff at any point during your visit, should you require any assistance.
We have a disabled toilet at the entrance of the tour on the first floor opposite the lifts. This is fitted with an alarm, hand rail on the left hand side a separate wash basin and hand dryer. If a toilet is required prior to entry the closest disabled toilets are found by The Coca Cola London Eye ticket office which is on ground level.
4D Magic Bus
The magic bus is a 4D cinema experience that includes water sprays, air blasts, fog and aromas. You should not experience this section of the tour if you suffer from any disorder or condition that may be affected by any of the above, or if you have an overly sensitive nose and don’t like the smell of swamps!
The bus is not suitable for guests who suffer from the conditions below;
- Motion sickness
- If you have a heart condition or if you are fitted with a pacemaker
- Any other chronic illness.
The bus is accessible to wheelchair users who are able to transfer up one step, into the seat and have the ability to sit upright.
On arriving at Shrek’s Adventure please speak to a member of the team at the entrance and they will assist in your entry into the attraction. The entrance is step free and on ground level. Access to the first floor is via a lift.
The majority of the tour is on level pathways however the floor of the Magic Bus Depot and the Rickety Bridge have an incline and some floor surfaces are uneven.
There are also restrictions on the Magic Bus, please see above.
Wheelchair dimensions and weight restrictions
Wheelchairs must not be over the width of 27inches wide and must be able to navigate tight angles and uneven flooring. Unfortunately we are unable to admit mobility scooters.
To ensure the safety of our guests we are only able to admit one wheelchair user per hour due to fire evacuation procedures.
Deaf and Blind Guests
Shrek’s Adventure is mainly delivered by actors, voice over audio and projected images. Guests with low vision or have a visual impairment or have hearing difficulties may struggle to experience the attraction fully; however you are able to bring a carer free of charge to assist.
Assistance dogs are welcome at Shrek’s Adventure. However, due to Health and Safety regulations they are not permitted on the ride. A member of your party must be with the dog at all times. Please note there are loud noises, mist and lighting effects and smells that may be confusing for assistance animals.
Mobility and medical requirements
Here at Shrek’s Adventure every effort is made to ensure all guests are able to experience as much of the adventure as possible. However there will be occasions where guests with medical requirements will need to make a decision about whether sections of the tour are appropriate for them. Equally, it is important to note that we are a walk-through attraction and there are only a few opportunities to sit down throughout.
There are shows and areas of Shrek’s Adventure that contain strobe lighting which may affect those suffering from photosensitive epilepsy. We recommend speaking to a member of the team before you enter and begin your tour so we can fully brief you on locations strobe lighting is used.
We use lifts within our attraction to take guests from the ground to first floor. This lift journey lasts approximately 10 seconds. Should you wish to bypass the lift, please let a team member know when you arrive. We also have a mirror maze just after Game Show which some guests may find uncomfortable. If this is the case, please speak to the actor and advise them that you would like to bypass the maze.
Spine, neck and back problems
Although there are moments you can sit throughout the tour the majority of the time you will be standing and walking over uneven flooring. There are also sections of the tour that may not be suitable for you or may even create a risk of aggravating the injury. These areas can include chair movements in some shows. Please speak to a member of the team about the specific nature of your medical issue and we can ensure that we bypass areas which may not be suitable for you.
If you have a pacemaker or have a heart condition please make yourself known to a member of the team to discuss the areas of the tour which may not be suitable for you.
Pregnant guests are welcome to visit Shrek’s Adventure at any time during their pregnancy and can take part in all of our shows. The tour itself can take up to one and a half hours where you will be walking and standing the majority of the time.
*Calls to 0871 numbers cost 13p per minute plus your provider’s access charge.
To see our full Accessibility guide, please click here.
Or to visit AccessAble, please click here.