Accessibility

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Guests with disabilities

We welcome visits from guests with disabilities and will do everything possible to ensure they have a safe and pleasurable visit and are able to participate in as many activities as possible. A summary of the facilities we offer are as follows:

  • Wheelchair or mobility scooter dependent guests are admitted free of charge
  • A vast majority of the rides and attractions at Paultons, including Peppa Pig World, are designed to be fully accessible to disabled guests, therefore we do not offer a discounted disabled rate for guests or their carers.
  • Nearly all paths are flat and tarmac surfaced
  • Special car parking area in main car park
  • All restaurants and shops are wheelchair accessible
  • Ample toilet facilities for guests with disabilities
  • Manual wheelchairs are available to hire from our first aid centre free of charge. Limited availability during busy times so please pre-book before your visit by calling 023 8081 4442. Please be aware hiring a wheelchair inside the park does not permit free entry.
  • Queue Assist Policy to enable guests who are unable to queue priority access on to our rides. Please ask for an Accessibility Guide leaflet upon arrival.
  • The Victorian Carousel with special carriage accessible to wheelchair users
  • Admittance allowed for fully trained assistance dogs
  • Changing facilities available

Paultons Park is a member of the British Association of Leisure Parks Piers and Attractions (BALPPA) and welcomes visits by people with disabilities and will do everything possible to ensure a safe and pleasurable visit. However, certain rides and attractions can be physically demanding and vigorous. Paultons Park therefore reserves the right to refuse admission to certain rides should it be felt there is a danger to a particular individual for whatever reason.

Paultons Park has been advised by the Health and Safety Executive that refusal on the grounds of health and safety does not constitute discrimination. Paultons Park hopes this is understood and that guests can accept the decision made is in the interest of the safety of all.

There is a Queue Assist Scheme available that is offered as a concession to those who require additional assistance. This is an additional service to guests.This Guide will assist our Guests with disabilities to ensure that you have a safe and enjoyable day out. All of our rides have information boards detailing rules, restrictions and advisory information. Hopefully these boards along with this guide will enable you to assess your own abilities and make an informed decision as to which rides you are able to use. It is the guest's responsibility to observe and obey any and all instructions on the boards and within this guide before entering the ride.

Please be aware that persons with broken or fractured limbs are advised not to ride the Cobra, Grandpa Pig’s Boat Ride, Teacups, Temple Heights, Dino Chase, Dragon Roundabout, Peppa's Big Balloon Ride, Pirate Ship, Windy Castle, George’s Dinosaur Adventure, Kontiki, Cat-O-Pillar, Flight of the Pterosaur and Velociraptor. Persons with broken or fractured limbs cannot ride the Go Karts, Magma, EDGE, Sky Swinger, Wave Runner or Raging River Ride. Persons with prosthetic limbs cannot ride Magma or the Raging River Ride.

Please be aware that to drive a Go Kart the nurse will assess each individual Queue Assist user that meets the initial driver restrictions and their decision on the individual’s ability to drive and safely control a Kart is final.

Not all rides are suitable for all guests and each has strict operating requirements based on the containment of the ride, the force of the ride and the evacuation procedure. These are set in accordance with external Ride Inspectors' requirements and exceptions will not be made. Our staff have to follow all rules and restrictions for health and safety reasons therefore please do not ask staff to break these rules; they are there for YOUR safety and for the safety of OTHERS. Your safety whilst at Paultons is our prime concern.

Admission Rates

Paultons Park does not wish to discriminate against guests with disabilities and therefore the appropriate admission rate will be charged. Details on Family, Group and Season Ticket prices can be found on our ticket prices page.

Children under 1 metre in height are admitted free (shoes must be worn).

Whilst a large number of the rides are accessible to wheelchair users there are a limited number where this is not feasible. In recognition of this wheelchair dependent guests are admitted free of charge*

Only available to guests arriving with their own wheelchair or mobility scooter.
There are no concessions for carers available.

Parking

We have a large accessible parking area which is located close to the Park's main entrance and Ticket Kiosk where entry tickets can be purchased. This dedicated parking area can easily be found by following the clear signs from the main drive. Each individual bay is clearly marked.

First Aid Centre

Paultons has a dedicated First Aid Centre which is always staffed by a trained First Aid Nurse when the Park is open to guests and is located at the start of Show Street just inside the main entrance. On busier days our nurse is supported by trained First Aid Assistants. To complement this resource a number of our staff working in various location(s) around the Park are also trained to assist a guest if required prior to the arrival of our nursing team to any particular incident.

At the First Aid Centre we also administer our Queue Assist Scheme and coordinate our Lost Children Procedure.

Ear defenders are available to hire for guests with disabilities from the First Aid Centre free of charge with a £10 returnable deposit. Please note there is a limited stock of these and they are issued on a first come first served basis.

Toilets & Changing Facilities

The Park has ample toilet facilities all of which include facilities for our guests with disabilities. The location of the toilet facilities are shown on the Park Map and Guide a copy of which is available on your arrival at either the turnstiles or admissions kiosk. In addition there are ample directional signposts around the Park as well as large boards for guests to view. A downloadable version of the Park Map can be found on our map page.

A purpose built Accessible Changing Places facility is available adjacent to The Floating Globe just inside the main entrance. Access to this facility is via a coded access door, the code for which is available from the First Aid Centre. This facility is equipped with a mobile hoist. Due to individual needs, we ask that Guests use their own hoist slings

Baby Care Centres are located just inside the main entrance, at Lost Kingdom, adjacent to the Pirate Ship and inside Peppa Pig World are designed specifically for nursing mothers. There are also full changing and washing facilities available. Baby changing facilities are available in all male and all female toilet facilities located around the Park.

Wheelchair Users

The vast majority of the Park is laid with smooth level tarmac paths to aid accessibility around the Park for wheelchair and mobility scooter users. The only exception is the Lakeside Walk which is laid to compacted gravel.

A limited number of wheelchairs (self propelled) are available on a free of charge hire basis and are collected and returned to our First Aid Centre. Due to the limited supply we suggest these are pre-booked for the day of your visit either by calling the Park on 023 8081 4442 or emailing enquiries@paultons.co.uk

PLEASE NOTE that our wheelchair admission rate concession does not apply to "hire" wheelchairs as these cannot be taken out of the Park under any circumstances. Guests wishing to hire a wheelchair must have sufficient mobility to walk from their vehicle to the First Aid Centre where their wheelchair will be available for collection

Catering and Shopping Facilities

All Catering and Shopping facilities are accessible to guests in wheelchairs. If you require additional assistance please do not hesitate to ask for assistance from a member of our staff as they will be delighted to assist.

Guests with allergies to certain foods or with special dietary requirements should ask to speak to a member of the Catering Department Supervisory & Management Team for advice and alternative menu options which we would be pleased to make available on request.

Any queries prior to your visit should be emailed to guestservices@paultons.co.uk (please allow at least 3 days for a reply).

Rest Areas

There are ample seating areas located all around the Park. These take the form of benches and patio areas (a good proportion of which are under giant umbrellas that provide shade or shelter from the rain when required). In addition there is a large undercover seating area located adjacent to the Station Restaurant.

The vast majority of the Park is very easy to access for wheelchair users and there are special arrangements made at rides and attractions to allow access.

Wheelchair users can stay in their chairs at the following rides and attractions:

·         Peppa Pig's House - Please contact the operator in Pedro Pony's Ride Photo kiosk to gain access

·         Victorian Carousel

·         Show Street 4-D Cinema

·         Gardens & Aviaries

·         Penguin Pool

·         Discovery Trail

All the other rides are accessible for wheelchair users via the exit gates. The exceptions are the Wave Runner, Raging River Ride, Viking Boats, Edge and Dragon Roundabout which all have steps and therefore require a certain level of mobility to gain access which does vary dependent on the ride. Please refer to the individual Information Boards at the particular ride prior to contacting the Ride Operator.

Wheelchair users are also able to use the Queue Assist Scheme to further assist their access to the Park's rides and attractions. More information on this can be found below.

Please refer to the specific Ride Information Section for details on the Ride Accessibility page. A guest with a limb in a plaster cast may be permitted to use a ride as long as they are able to adequately restrain themselves in a manner determined by the ride in question. The Ride Operator will be able to offer advice and their decision on whether the guest is able to use the ride is final.

We recognise that certain guests require additional assistance in order to be able to fully enjoy their visit to the Park. In addition to all the facilities mentioned above, we also offer a Queue Assist Scheme for disabled guests who experience difficulties with queuing. This may be due to a medical condition or due to difficulties in understanding the concept of queuing such as having problems with everyday social interaction, having a limited capacity to follow instructions or to understand the emotional feelings of others or becoming agitated or distressed having to wait for extended periods of time. The Queue Assist Scheme is also available to guests who are wheelchair dependent.

To qualify for the Queue Assist Scheme guests must go to the First Aid Centre located near the main entrance on Show Street. Guests will be required to have some form of documentation that states the nature of the disability.

Guests who qualify for the Queue Assist Scheme MUST abide to the rules of any particular ride as detailed on the individual Ride Information Boards located at each ride and as summarised on the Ride Accessibility page. Exceptions to height, age and Health and Safety restrictions will not be made under any circumstances and we ask for a guest's co-operation on this matter.

Note:

Having a registered disability does not automatically qualify guests for the Queue Assist Scheme.

Wheelchair dependent guests can still use the exit gates of rides (see Wheelchair User Access above) with their carers without participating in the Queue Assist Scheme. Number of carers is set out for each ride and attraction detailed on the Ride Accessibility page.

Operation of Queue Assist Scheme

1) Issuing of a Queue Assist Pass

On arrival at the First Aid Centre a guest wishing to take part in the Queue Assist Scheme will be asked for documentary proof of the disability which can take the form of a GP's letter, Association Membership details, Council run membership or any other official document that states the disability. Please note that DLA letters, together with blue or orange badges, are not be accepted as these do not state the nature of the disability.

On successful application the guest with the disability will be issued with a unique wristband that will be attached to the wrist by the nurse. The guest or carer will be issued with a Queue Assist Pass which will be date stamped, logged and initialled by the nurse and is only valid for the one-day visit.

2) Operation of the Queue Assist Scheme

Accompaniment:

The wristband holder must be accompanied on the rides by at least one helper over the age of 14. If the guest does not meet the restrictions to ride unaccompanied, they should be accompanied by a responsible adult aged 16 or over.

The maximum number of carers permitted to ride with the wristband holder will vary from ride to ride dependent on the ride compatibility and carriage containment. Details for each ride and attraction are listed on our ride accessibility page (please note a maximum of one carer is permitted on George's Dinosaur Adventure and Al’s Auto Academy*).

The wristband holder MUST be present at all times.

Ride Access:

The wristband holder must enter the rides as detailed on the Ride Information Boards, via the exit gates, where their presence must be made known to the Ride Operator. The only exceptions are Buffalo Falls*, Raging River Ride, Cat-O-Pillar Coaster and Peppa Pig's House where guests should report to the adjacent Ride Photography Kiosk where a Ride Operator's assistance can be requested.

PLEASE NOTE:  Queue Assist is not a ‘fast pass/fast track/queue jump’ service.  Queue Assist guests may have to wait at the ride exits for a suitable and safe time to board/enter the attraction, instructions will be given by Ride Operators.  All instructions given by Ride Operators must be followed.

The rides listed on the Queue Assist Pass can only be accessed under the scheme once per day and are subject to time constraints. All of the Park’s other rides can be accessed at any time via the exit gates on presentation of the Queue Assist Pass together with the wristband.  When accessing the non-listed rides any repeat rides will require a ten minute break between goes before re-access will be granted by the Ride Operator.

Listed Rides:

On arrival at one of the listed rides, the wristband holder or carer should hand the Queue Assist Pass to the Ride Operator, who will hole punch the appropriate part of the pass. The next time that a listed ride can be accessed using the scheme will be written on the pass, based on the queue time for the current ride, and handed back to the wristband holder or carer.

In between enjoying listed rides, the wristband holder and carer(s) can enjoy the rest of the Park’s rides, attractions and facilities.

Important Notes:

The Queue Assist Scheme does not apply to Character meet and greets, Christmas attraction, Beastie Burrow, Little Africa, George's Spaceship Play Zone, Peppa Pig's House or any of the Park's special events.

The Park staff are always on hand to assist and offer advice but for the safety of all concerned are not able to assist with lifting a guest on or off a ride.

The Ride Operator's decision is final as to whether a guest is able to use a ride.

Wristband and Queue Assist Passes remain the property of Paultons Park Ltd.

*from 19th May 2020.

We recognise that some guests require additional assistance from a service animal in order to visit and therefore Paultons is pleased to allow fully trained Assistance Dogs into the Park.  
 
Assistance Dogs must be on a lead or harness and accompanied by the disabled person or another member of the party at all times.  We have a designated grass fouling area located behind the Pavilion in John and Anne’s Garden.   Please note that Assistance Dogs will not be allowed to accompany guests onto the rides or into the Water Parks for health and safety reasons.  Please ensure the dog is left with another member of your group and not left unattended at any time.  Assistance Dogs must remain at least 3 metres away from animal exhibits.
 
Dogs undergoing training will not be allowed inside the Park.  Proof of training may be requested.