Frequently Asked Questions
1. Do I have to pay to get into Edinburgh's Christmas?
No! There is no admission fee to enter any area of Edinburgh's Christmas – you simply turn up and pay to do whatever takes your fancy. Certain attractions can get fully booked during peak times, so we recommend that you book in advance on the website where possible.
2. Is Santa Claus at Edinburgh's Christmas real?
Why not come and ask him yourself! And don’t forget to say hello to all his magical elves too. We hope you’ve been very VERY good this year…
3. Are dogs allowed?
Yes, dogs are allowed as long as they are on a lead. Please note that the festival involves noise, lights and pyrotechnics.
4. How can I locate my lost property?
For all lost property queries, please email firstname.lastname@example.org
5. What if the weather is too wintry at Edinburgh's Christmas?
Edinburgh's Christmas is an outdoor event so make sure you dress appropriately as we open in rain, snow or shine!
Attractions may have to close depending on weather conditions. Please note that NO refunds will be given if an attraction is closed due to inclement weather. However, in the unlikely event that ticketed events are closed, then alternative sessions will be offered subject to availability. Please see our Terms and Conditions for more details.
6. Are there age restrictions for accessing the site?
Whilst the site is suitable for children of all ages, we would suggest that children are accompanied at all times by a person of 16 years or over.
Young persons (17 and under) must be accompanied by an adult after 8pm.
No under 18s alowed in the Johnnie Walker Bothy Bar after 8pm.
7. What facilities do you have for babies?
Most of Edinburgh's Christmas is flat and level for buggies – we have even built a level crossing at the Santa Train for access into Santa Land! There are also baby changing facilities at various disabled toilets situated around the site.
Edinburgh's Christmas does not have an official buggy park, however buggies can generally be left next to the entrance of a ride with the permission of the ride staff. Edinburgh's Christmas accepts no responsibility for buggies left with ride staff. Buggies are left at the owners risk.
8. Comments and feedback
We're always interested to hear your feedback - if there's anything that isn't covered in the above, you can email us on email@example.com
9. What time are the sites open?
What time are the sites open from?
East Princes Street Gardens - 16 Nov - 4 Jan: 10am - 10pm
Santa Land 17 Nov - 5 Jan: 10am - 10pm
24 December: 10am - 8pm
26 December: 12pm - 8pm
31 December: 10am - 6pm
1 January: 12pm - 8pm
We are open on Boxing Day, New Year’s Eve and New Year’s Day
10. What are the box office opening times?
Box offices are open on sites at all times during opening hours.
The phone room is open 10am - 6pm Monday to Friday
11. How do I purchase a ticket?
We recommend that you buy tickets in advance from the Edinburgh's Christmas website for all of our attractions and shows, subject to availability. Please note a booking fee will apply on shows, not on rides or other attractions.
12. Can I buy a ticket on the day at a box office?
Yes, you can buy a ticket on the day. However, we would strongly recommend that you buy your tickets in advance online or by phone, as our box offices are very busy at peak times and you may experience a wait
There are box offices onsite where you can buy tickets for all shows and attractions. If you do wish to purchase your tickets on the day, please arrive in plenty of time.
13. Can I exchange my tickets?
Tickets are non-exchangeable, non-transferrable and non-refundable.
14. How do I get my tickets?
Most tickets for Edinburgh’s Christmas are e-tickets. If you choose to get your tickets posted then they will begin to be posted out in mid-October. Tickets will be posted in chronological order by purchase date.
15. What should I do if I haven't received my tickets?
If you have booked tickets through the official Edinburgh's Christmas website but have not received or cannot print your ticket confirmation, please see a member of the box office team upon arrival, or contact us in advance, where they can assist you further. Please allow extra time for assistance at the box office as queues are likely. If you bought your tickets from another outlet, please contact them directly.
16. What age do you class as a child?
Children under 11 must be accompanied by a responsible adult on the Star Flyer. Children under 13 must be accompanied on the Big Wheel. Please note that some rides also have height and weight restrictions.
Children riding on the Santa Train, Carousel, Balloon Ride, Helter Skelter, Reindeer Ride, Race-a-Rama and Rollercoaster who are under 1 metre tall must be accompanied by a responsible adult.
Children under 2 years will not need a ticket for the Big Wheel if they do not occupy a seat (where they sit on an adult’s lap). Should your little one prefers a seat, this will need to be purchased.
For Baby Loves Disco only non-walking babies do not need a ticket.
17. What do you class as a concession?
Concession ticket prices are available to concession card holders (registered unemployed, 60 and overs and students) and under 16s.
Free tickets are available for personal assistants. Please call the box office directly on 0131 510 0395
18. What ID do you accept to get a concession ticket?
Please make sure you bring proof of concession eligibility with you, this can include:
Young Scot Cards, bus passes, student cards, registered unemployed and registered disabled.
19. Groups and schools
Group discounts may be available for large parties. Please call 0131 510 0395 for more information.
We do strongly advise all groups carry out their own Risk Assessment prior to their visit.
20. Which rides can be booked in advance?
You can buy tickets in advance for all Edinburgh's Christmas attractions and shows. On peak days Santa's Grotto usually sells out well in advance, so advance ticket purchase is recommended. Please remember tickets are non-exchangeable and non-refundable.
21. Do I get a time slot for the attractions?
No you don’t - except for Santa’s Grotto. You can book in advance for a specific day, and then turn up at any time during opening hours; you don’t need to book a particular timeslot. Last rides are 15 minutes before closing time.
22. How long do they last for?
A ride on the Big Wheel lasts for 5 to 7 minutes (the last flight is 15 minutes prior to closing).
The Santa Train journey takes approximately 5 minutes (the last journey is 15 minutes prior to closing)
The Star Flyer lasts for between 2 to 5 minutes (the last flight is 15 minutes prior to closing).
23. How tall do I need to be to ride on the Star Flyer?
You need to be a minimum of 1m tall to ride on the Star Flyer. You must also be accompanied by an adult if you are under 11 years of age.
If any of your party are wheelchair users please call us directly to make your booking on 0131 510 0395, Monday to Friday from 10am – 6pm.
Which activities are suitable for visitors with access requirements?
For full information on the accessibility of each site please click here.
We have tried to make the walkways of Edinburgh's Christmas as even as possible, with ramps to stalls where we can. There are pods in the Forth 1 Big Wheel designed to accommodate wheelchairs.
There is no ride-wide policy for the suitability of the rides for those with disabilities. This is due to variant conditions – e.g. unfavourable weather, the type of ride – and the nature of the disability, as some rides will require more support than others. The individual ride operator on the day will determine whether the ride is suitable, for safety reasons, and how they will grant admission.
Is there accessible parking? Pay and display parking is available on Frederick Street, George Street, Hanover Street and Waterloo Place. This is free for Blue Badge holders with no time limit. Full details and locations of street Blue Badge parking bays can be found on the City of Edinburgh Council website at www.edinburgh.gov.uk or you can call them on 0131 469 3891.
What about toilet facilities? A number of accessible toilet facilities are available around our sites. Customers who require a Changing Places toilet are welcome to use the Changing Places toilet at The Booking Office based on Waverley Bridge, next to the market at East Princes Street Gardens.
25. How do I get to Edinburgh's Christmas?
It’s easy to travel to Edinburgh’s Christmas by public transport - visit www.lothianbuses.co.uk and https://edinburghtrams.com to plan your journey.
You can walk to Edinburgh's Christmas from Edinburgh Waverley rail station and bus station on St Andrew Square.
26. Parking facilities
We recommend that visitors avoid coming by car where possible. However, for those who do travel by car, on-street pay-to-park spaces are available in the streets surrounding our sites between 8.30am and 6.30pm, Monday to Saturday. Outside of these hours, parking is free. There is also an NCP car parks on Greenside Place.
If you are enquiring about coach parking, please visit www.edinburgh.gov.uk/info/20276/parking_spaces/565/motorcycles_coaches_buses_long_and_large_vehicles_and_caravans
27. Where can I park my bike?
For bike parking information from Edinburgh City Council, click here
The information required is within Transport – Cycling – Cycle Parking
28. Can I take pictures at Edinburgh's Christmas?
Yes of course!
The exception to our policy is in Santa Land and there is signage to respectfully request photos not be taken, this is simply because the area is for families and feedback from customers is they’d prefer not to have their images taken (unless they are asked permission to do so). A person taking a snap on their mobile phone of their children or friends and family is a different matter and is allowed.
If you are professional photographer and wish to take pictures in Santa Land please contact firstname.lastname@example.org
29. Can I use a tripod at Edinburgh's Christmas?
Yes you can, but it is subject to the discretion of our Site Management. If it were a busy day and the tripod was causing an obstruction; or if a customer approached a member of security to say they did not want to be photographed, then you would be asked to move on.
0131 510 0395
For media enquiries please contact Susie Gray, PR for Edinburgh's Christmas on 01312026220 or email@example.com
Tel: 020 7307 8480