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Parents were larboard abashed afterwards advantageous £105 for Lapland UK tickets alone to affirmation that they queued for hours in algid and awkward altitude to see Santa. 

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A curtailment of actors meant there were not abundant Ancestor Christmases and acquired a logjam, with accouchement fast comatose by the time they fabricated it to the front.


Concerns about amusing break were additionally raised, and one aggregation claimed they were ‘herded like cattle’.

Lapland UK, in Ascot, Berkshire, is the better blithe allure of its affectionate in Europe and has fatigued acclaimed faces including Billie Faier and Rochelle and Marvin Humes.  

Co-founder Mike Battle told MailOnline he was ‘devastated’ that a ‘human error’ had acquired the almighty continued queues and that some complainants had been accustomed addition visit.

He said: ‘Not abundant casting associates were brought in and that’s terrible. But it’s never happened afore in 14 years and it’ll never appear again.’   

One ancestor said he had waited about three hours in the arctic with his eight-year-old adolescent afterwards his 8.45pm booking aperture got pushed aback to able-bodied accomplished 11pm. 

Royston tweeted: ‘The affection of the abode holds up, but that 155 account in 2°C aloof exhausted the s*** out of our eight-year-old.’  

Laura Jaramillo tweeted: ‘A 50-minute chain in a claustrophobic boutique with hundreds of bodies aloof to get our Santa photo – a shambles.

‘No amusing distancing! Reported to the badge for not affair amusing distancing!! A sad end to our trip.’ 

A analysis on TripAdvisor by Racmun wrote: ‘Literally herded like beasts bottomward pathways of Christmas copse to chain to get into the toy authoritative room, afresh chain to ice a gingerbread, chain to ice skate and afresh chain to see Ancestor Christmas.’   

Mr Battle said that scheduling abashing saw some associates of agents accomplishment aboriginal and led to a ‘break-down’ of the aperture times system. 

He said that while the administration was ‘heartbroken’, such hiccups sometimes appear in business, but ‘the catechism is what you do next’.

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He has launched an analysis into what happened and vowed it will not appear again. 

But he hit aback at claims of amusing ambit breaches and fatigued that Lapland UK ‘exceeds all accepted Covid bloom and assurance guidelines’ and has been alive in affiliation with Bracknell Forest Council and Accessible Bloom England. 

He added: ‘There are alone 40 families on anniversary four hour bout of the experience, these are afar into two groups and anniversary ancestors is in their own bubble.’ 

Exasperated ancestor Ben Allard fabricated his animosity accepted to the organisers while he was still in the chain at 11.30pm – about three hours late.


He tweeted Lapland UK: ‘Still cat-and-mouse to see Santa @laplanduk our aperture was 2045-2100! Shocking acquaintance for my three children.’

Joe College additionally brash in: ‘A absolutely abominable acquaintance at Lapland UK today. Forty bristles minute queues for ice skating (even admitting you book an allocated slot), 40 mins queues to see Santa (even admitting you book an allocated slot).

‘No amusing break measures activated in the queuing system.’ 

Nicola Gray said: ‘We queued for over an hour with a five-year old in the freezing algid yesterday.

‘We accept not been contacted today. By the time we got to see Santa my babe was asleep.’

Paris Charles agreed, saying: ‘We larboard at aloof accomplished midnight and never got to see Santa at all.

‘We still haven’t been contacted – I larboard my capacity with a affiliate of administration and was told I would accept a alarm today but I’m still waiting.’ 

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JW Kay said on Facebook: ‘We waited able-bodied over an hour in the chain to see Santa. Was such a abashment as the kids aloof became too annoyed and befuddled by the time we got into Santa’s cabin.’

Jennifer Nushi replied: ‘We charge accept been in the aforementioned chain for Santa on Monday night.

‘My backbone was absolutely attenuate by the end of it aggravating to absorb a six and eight-year old in the cold! I’ve emailed and messaged them to complain.’  

But admitting the carnage, barter paid accolade to the accommodating agents who they said offered them refreshments, and Mr Battle said he was appreciative of his employees.  

According to its website, Lapland UK answerable barter £105 per being admission on Monday night. But tickets on Saturdays are flogged for £135 each.  

There is a toy factory, ice skating rink, a 90-minute immersive theatre experience, cafes, candied shop, Mother Christmas’ kitchen, and of advance Santa in his cabin. 

Mr Battle justified the price: ‘We are the aboriginal aggregation anytime to put barter at the centre of a blur set.’

He said he and wife Alison accept caked £4million into attraction, which includes Hollywood-level props, and that aliment such as handmade toys and a ancestors account are included in the price.

Lapland UK accuse up to £130 per being for tickets. 

According to its website, it includes: 

Travel amid tiers is currently not brash and Lapland UK was afresh afflicted to action refunds to those in Tier 3 areas.


It has led to a excess of bodies cat-and-mouse for refunds, with dozens still accusatory on amusing media this week.

Mr Battle said bags of bodies accept been afflicted to abolish and that he was coursing through the astronomic accumulation of acquittance requests – of which he would usually alone get a scattering anniversary year.

Responding to the affronted comments on amusing media, he told MailOnline: ‘They’re angry at Lapland aback they should be angry at maybe the Government or Covid.’ 

He went on to avert his ‘plucky’ British businesses for aperture in the pandemic.   

Mr Battle said: ‘Early on aback the communicable aboriginal addled we took the accommodation to not accord up on our purpose to advice families honour and bless the abracadabra of adolescence at Christmastime, assertive Ancestor Christmas stands for accouchement and wouldn’t let them down, so nor could we.

‘Uniquely the Lapland UK acquaintance is not about socialising per se, but about adulatory the admiration of your own family. 

‘As we body from blemish every year, we were able to redesign and aftermath a Covid safe appearance area families abide in their own bubbles throughout.

‘This has appropriate a massive advance in all aspects to absorb the abracadabra while befitting anybody safe.’

Of the complaints from Monday, Mr Battle said: ‘On Monday black we had a animal absurdity with attention to scheduling casting associates which acquired an continued delay time for a baby cardinal of families and resulted in a black experience. 

‘The accomplished LaplandUK aggregation were crestfallen as we apperceive the accent of what we do for our visitors. 

‘The families afflicted on this bout accept been refunded, with some bustling aback afresh so the accouchement can accept an all-embracing babble with Ancestor Christmas about how his elves accept been misbehaving.’ 


A Thames Valley Badge agent said: ‘We are acquainted of a cardinal of calls from the accessible with commendations to this allure and we are authoritative added enquiries in adjustment to accord with any abeyant issues.’ 

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