Accessibility Tickets & Info

General Information
● The Paddington Bear^TM Experience is accessible to wheelchair users. The experience is located on the ground and basement levels, which can be accessed via our lift.
● We have lift provisions to assist patrons to access all of our experience. We are fully committed to being DDA and mobility accessible.
● There are some moments within the experience that are not possible for wheelchair users to participate in, however modifications and provisions have been made where possible to accommodate our guests.
● We can admit 1 wheelchair user per hour, on the quarter past time slot, due to fire evacuation procedures. 
● We do not have wheelchairs available for hire. 
● The width of the wheelchair must not exceed 75cm, and wheelchair users or their helpers must be able to navigate tight angles.

Booking
● Wheelchair users can book their tickets directly from our website, by selecting the ‘wheelchair user’ ticket type. 
● Alternatively, wheelchair users and their guests can book their tickets directly with [email protected].

Arrival 
● Unfortunately, our main external entrance on Westminster Bridge Road (South Bank) is not wheelchair accessible. 
● Wheelchair users should follow the arrival instructions and make their way to the entrance location as detailed in their pre-game email, where they will be met by a member of the Welcome Team. 
● Please arrive 15 minutes before your booked entry slot, you will be met by a member of staff who will lead you to the internal entrance of the experience.
● On arrival for your slot, we will introduce you to a team member who will take you through a personal evacuation plan should you need it.

The Experience
● Upon entering the experience, wheelchair users will be escorted to our lift to begin the journey at ‘Paddington Station’. 
● From ‘Paddington Station’ through to the final scene, the experience is wheelchair accessible throughout. 
● There are some gameplay elements which may not be suitable for wheelchair users, however there are a number of opportunities to interact and explore for all abilities, preferences, and promote working together as a team with your fellow guests. 
● The experience ends in Windsor Gardens, which is located on the lower basement level, and therefore requires wheelchair users to access via our lift. A member of the team will escort you to our lift and will welcome you into Windsor Gardens to rejoin your group.

Exit
● Once ready to leave Windsor Gardens, wheelchair users can exit via the lift. A member of our team will escort you to the exit of The Paddington Bear Experience.
● The building exit is the same as the entrance, and therefore requires a member of the Welcome Team to escort you to the County Hall step-free access point. 

The Paddington Bear™ Experience is an immersive attraction which includes loud noises, imaginative projections, and explorative items to look at and touch. Guests share the experience with up to 30 guests and meet a variety of real-life characters along the way. To help prepare for your visit to The Paddington Bear™ Experience please contact our Box Office team, [email protected] to request our Accessibility Guide which details the different parts of the journey. 

We offer the hidden disability sunflower lanyard and ear defenders to guests that need them. Please speak to a member of our Welcome Team, located in our Gruber’s Shop foyer should you require one of these items or any further assistance. Our team is trained to recognise the hidden disability sunflower lanyard. To enjoy the experience when the venue is more quiet and calm, we would recommend booking the 10am or 10:15am time slot.

If at any point a member of your party needs to leave or take some time out from the experience, please let a member of staff know or use our ‘Needs Assistance’ signal, demonstrated during the pre-experience briefing and they will take you to one of our breakout areas and readmit you into the experience when possible to do so.

The Paddington Bear™ Experience includes lighting effects, projections, music, sound effects, voice over audio and live actors. Guests with visual or hearing impairments may struggle to follow the narrative of the experience and/or instructions for participation and gameplay; however you are able to bring a carer free of charge to assist. Where possible to do so, subtitles and/or written materials have been provided to help assist hearing impaired guests. 

The Paddington Bear™ Experience has been created for guests of all abilities and ages to enjoy, therefore guests can still immerse themselves, explore and enjoy the experience beyond the narrative. 

Service Animals (Guide Dogs, Hearing Dogs and Medical Alert Animals) are welcome at The Paddington Bear™ Experience. To make an enquiry about Service Animals, please contact [email protected] for further information.

The Paddington Bear™ Experience is an interactive walkthrough experience. Whilst every effort is made to ensure guests are able to experience as much as possible, there may be occasions where guests with medical requirements will need to make a decision about whether sections of the game are appropriate for them. 

It is important to note that the experience is approximately 70 minutes, which requires walking around multiple locations, with limited seating opportunities throughout. The experience includes interaction and challenges, but you can choose your level of involvement to suit your capabilities and comfort level.

No strobe lighting is used within The Paddington Bear™ Experience.

The Paddington Bear™ Experience is a 70-minute, walkthrough adventure, with limited seating opportunities. We welcome all to join the fun, at your own discretion.

If you have a heart condition or pacemaker, please inform a member of our Welcome Team upon arrival.

Carer tickets can be purchased directly via our website. Please select ‘Access Tickets’ and add your free Carer ticket to the basket. Carers will participate in the experience as part of the 30 guests. 

Alternatively, if you wish to speak to a member of our team, please contact [email protected] or call +44 20 4592 8671. Carer tickets like all other tickets are subject to availability, so please book in advance to guarantee entry.

Please note that documentation may be requested upon receipt of a complimentary ticket when collecting tickets to the entrance of the venue – this can either be:
● Proof of DLA (Disabled Living Allowance)
● A Blue Badge or Freedom Pass
● Signed letter from a doctor or GP (Photo ID required)

Our venue includes single-sex and gender neutral toilets. We have a disabled toilet within our venue, located on the basement level, which is accessible via our lift. The disabled toilet is fitted with an assistance alarm, hand rail on the left hand side, a separate wash basin and hand dryer.