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How do I book Santa on the Roof at Fenwick Newcastle?
As with last year, we are running a pre-registration system to register your interest in gaining access to the Santa on the Roof ticket sale.
Pre-registration will be open from 10am on Thursday 5 September until 11.59pm on Wednesday 18 September 2024. Pre-registration does not guarantee access to the sale or to tickets.
A limited number of successful applicants will receive an email on Saturday 23 September informing them they have been selected at random to access the ticket sale. This email will include a unique purchase link, and successful applicants will be able to purchase tickets via that link from 10am on Tuesday 1 October. From 10am on Tuesday 1 October, timeslots will be available on a first-come, first-served basis for the following 24 hours to those granted access to the sale.
Customers who haven’t been successful in the initial selection will be placed on a waiting list and may receive an invitation to access the ticket sale if any tickets become available following the ticket sale on 1 October. Being placed on the waiting list does not guarantee access to the sale or to tickets.
To ensure you receive all communications make sure you add customerservice@fenwick.co.uk and no-reply@ticketsource.co.uk to your contacts and safe sender lists.
Why are you running a pre-registration system?
This is in response to customer feedback. We are anticipating high demand for Santa on the Roof and want to ensure a fair booking process.
When does pre-registration open?
When does pre-registration open? Registration will be open from 10am on Thursday 5 September until 11.59pm on Wednesday 18 September 2024.
How does pre-registration work?
A limited number of people who pre-register will be randomly selected to gain access to the ticket sale on the 1 October.
When do I know if my pre-registration has been successful?
Successful applicants will receive an email on Monday 23 September informing them they have been randomly selected to access the ticket sale.
What happens if I’m on the waiting list?
Customers who haven’t been successful in the initial selection will be placed on a waiting list and may receive an invitation if any further tickets become available. Being placed on the waiting list does not guarantee access to the sale or to tickets.
When will I be able to purchase my tickets?
You will receive an email on Monday 23 September including a unique purchase link and be able to purchase tickets via that link from 10am on Tuesday 1 October. Timeslots will be available on a first-come, first-served basis for the following 24 hours to those granted access to the sale.
Can I book by phone?
If you are successful following your registration you can only book online via the pre-registration link you will have received via email.
I don’t shop online – can I book in store?
No, if you are successful following your registration bookings can only be made online via the pre-registration link you will have received via email.
How can I pay for my tickets?
You can pay online by debit or credit card.
How much is a single ticket for Santa on the Roof?
The ticket price is £22.50 per person.
Can I purchase a family ticket for Santa on the Roof?
Family tickets – for up to 6 people in one timeslot – are available and priced at £100 for the whole group of 6. This can be made up of a mix of family and friends if you wish.
How many tickets can I buy?
You can purchase a maximum of 6 tickets for one slot.
Do children under 2 need to pay for Santa on the Roof Fenwick Newcastle experience? b>
Children under 2 go free.
Can I buy a ticket just to visit Santa and not Santa on the Roof Fenwick Newcastle experience?
Visiting Santa is part of the rooftop journey – to visit Santa, you will need to buy a ticket for Santa on the Roof.
Do you charge a transaction or booking fee?
Both transaction and booking fees are included in the ticket price.
Do you offer concessions?
Due to the nature of the event, we are not offering any concession discounts.
Where is the event taking place?
The exclusive experience takes place on our rooftop on the 5th Floor at Fenwick Newcastle.
Will it be cold?
While most of the experience takes place under a cover, there are outdoor sections so please make sure you dress appropriately for the weather.
How long will Santa experiences take?
The whole experience will last approximately 45 minutes to 1 hour.
Is Santa on the Roof and Santa’s Grotto suitable for people with limited mobility?
Yes, the experience is fully accessible.
What happens if it rains during Santa on the Roof?
Most of the experience takes place under a cover and umbrellas will be provided for the outdoors part. However, please ensure you dress appropriately for the weather.
What age is Santa on the Roof suitable for?
We recommend the experience for ages 2 years and above. Younger children are welcome at their parents’ discretion.
Do I have to arrive early for my slot?
Please arrive on time and no earlier than 5 minutes before your scheduled slot.
What happens if I am late for my booking time?
We will do our best to accommodate you if you are late. However, we cannot guarantee access to the experience so please arrive promptly.
How do I get to the rooftop in Newcastle?
Head to the Third Floor, where you will see the Arrival Point and be greeted by our Head Elf.
I have lost my ticket – what should I do?
Our tickets are all emailed to you, so check your inbox again. If you still can’t find it, please visit https://www.ticketsource.co.uk/help and follow the instructions to have your tickets resent to you.
What if I can't print my tickets?
You don’t need to have your tickets printed – your digital email confirmation with the booking reference suffices.
Is there somewhere to store my buggy?
Yes, we do have buggy storage. However, buggies are left at your own risk.
Can I bring my dog?
Our Santa experiences are only accessible to Assistance Dogs.
Will there be bag searches?
There may be bag searches, subject to the Fenwick team’s discretion.
Do all children under 14 need to be accompanied by an adult?
Yes.
Is there a cloakroom for me to store my belongings and shopping during my Santa experiences?
Unfortunately, we don’t have space for you to store any belongings or shopping, so please bear this in mind on the day.
Will you have a photographer in with Santa?
There won’t be an official photographer. However, one of our elves will be happy to take your picture with your own camera or phone – make sure you bring one along.
Can I take photos during my visit?
Yes, we encourage you to capture the experience. There are lots of great photo moments on the rooftop, so be sure to bring your camera.
Is there a hashtag for the event if I want to post on social media?
Yes, use #FenwickChristmas to tag the experience.
I need to cancel my ticket – do I get a refund or exchange?
Unfortunately, we don’t offer exchanges due to the nature of the event. Tickets are refundable; please request this via the link in your confirmation email or contact us at customerservice@fenwick.co.uk. If you want to visit on a different date, you will need to book again via Ticketsource.
What form of ID should I bring along?
Please bring along a card with your name on it, e.g. a bank card.
Can I make a booking for my school?
School bookings are not available.
Can I have a list of allergens for the cafe?
Yes, all dishes in Café Claus have allergen information available on request.
Can I just visit Café Claus if I’m not going to anything else?
No, you can only access Café Claus with your ticket for Santa on the Roof.
Can I book Café Claus for a private event?
Café Claus is not available for private hire.
Are Breakfast with Santa, Santa’s Supper Club and Afternoon Tea with Santa running again this year?
Breakfast with Santa will be running in the following Fenwick stores: Bracknell, Canterbury and Kingston. Please note Breakfast with Santa will not be running in Fenwick Newcastle this year.
Afternoon Tea with Santa will be running in the following Fenwick stores: Newcastle, Canterbury and Kingston.
Santa’s Supper Club will not be running this year.
Does Afternoon Tea with Santa include a visit to Santa on the Roof?
No, Santa restaurant experiences do not include a visit to Santa on the Roof in Newcastle. To visit Santa on the Roof, you will need to purchase a separate ticket. Tickets for Santa dining experiences are available from Thursday 10 October 2024.
Are there any dining events in Colchester this year?
No, there are no Santa Dining experiences in Colchester but there is Plate Decorating with Santa & Storytime with Santa.
How do I book dining experiences with Santa?
Please book online via www.fenwick.co.uk/events/ from 10 October.
Do I need to pre-register for dining experiences with Santa?
No, pre-registration is only for Santa on the Roof.
No, bookings can only be made online via www.fenwick.co.uk/events/
Afternoon Tea with Santa at Fenwick Newcastle are taking place in the Terrace Restaurant on third. Fenwick Kingston at Restaurant on Three and Fenwick Canterbury at The Eatery. Fenwick Bracknell at Fuego.
Please note that Arthur’s is closed; no Christmas events this year will be taking place in this space.
Can I get a joint ticket for a Santa restaurant event and Santa on the Roof?
No, you will need a separate ticket for Santa on the Roof – it’s not included in your Santa restaurant event.
I would like to bring my baby along to Breakfast with Santa, Afternoon Tea with Santa, but they are too young to require a meal. Will I still need to purchase a ticket for them?
Children under 2 who won’t be eating a meal go free. Please make a note on your booking if you need a highchair.
Where do I get allergen information?
Please let us know about any food allergies at the time of your booking and we will do our best to accommodate.
Do all children need to be accompanied by an adult?
All children under the age of 14 need to be accompanied by an adult.
Unfortunately, we don’t offer exchanges due to the nature of the event. Tickets are refundable; please request this via the link in your confirmation email or contact us at customerservice@fenwick.co.uk. If you want to visit on a different date, you will need to book again via TicketSource.
Is Christmas Cinema running this year?
No. Christmas Cinema will not be running this year.
