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Kate Stevens and her son Jake \/ Credit: Kate Stevens\/PA<\/p>\nChildren have been left in tears after Jurassic World show ticket holders were turned away at the door if they paid using discounted Wowcher vouchers, a visitor has said.<\/p>\n
Around 30 to 40 people were affected on Monday by a booking system error that caused vouchers to be oversold for some time slots, said Neon, the creators of Jurassic World: The Experience.<\/p>\n
One 11-year-old boy burst into tears that day after his mother told him they could not enjoy the Christmas present he had asked for.<\/p>\n
Kate Stevens had travelled from her home in Canterbury, Kent, to collect her son in Enfield, east London, before they headed to the immersive dinosaur show at Battersea Power Station in the capital\u2019s south-west.<\/p>\n
Kate Stevens and her son Jake \/ Credit: Kate Stevens\/PA<\/p>\n
Jurassic World: The Experience is the first event to be held at Neon\u2019s recently opened venue at the London landmark.<\/p>\n
The experiential entertainment company issued an apology to those affected and said it is liaising with visitors to offer other time slots or a refund.<\/p>\n
Wowcher said it is in the process of contacting customers and will be offering full refunds.<\/p>\n
Mother of three Ms Stevens told the Press Association: \u201cIt was supposed to be a nice day out for the both of us, you know, just the two of us.<\/p>\n
\u201cHe was very upset and he cried, that made me cry. It\u2019s horrible \u2013 it\u2019s Christmas.\u201d<\/p>\n
The 39-year-old added: \u201cWhen you go, they\u2019re only allowing people who paid full price in \u2013 if you\u2019ve got a discounted ticket, you\u2019re not coming in.<\/p>\n
\u201cThere was a lady had two autistic children with her, they were having a meltdown, she was really distressed.\u201d<\/p>\n
One lady told her she had left her house at 5am to make the trip, she added.<\/p>\n
Ms Stevens\u2019 son, Jacob Harris, has Autistic Spectrum Disorder and ADHD.<\/p>\n
His mother told PA: \u201cMy son himself is very upset, we\u2019ve travelled quite a long way for him to go.<\/p>\n
\u201cAnd I asked them how long this had been going on for \u2013 no-one could give me an answer.\u201d<\/p>\n
![\"\"\/](\"https:\/\/www.newsbeep.com\/uk\/wp-content\/uploads\/2025\/12\/importedImageembedded282916212.jpeg\")
Disappointed punters said they were turned away at the door \/ Credit: Kate Stevens\/PA<\/p>\n
She added: \u201c(My son) was standing next to me and then I could see other people being told and I went up to somebody, and I showed him my ticket, and I was like: \u2018Does that mean us as well?\u2019 And he said: \u2018Unfortunately, yes.\u2019\u201d<\/p>\n
She led Jacob away and said: \u201cI\u2019m really sorry, but we can\u2019t come in.<\/p>\n
\u201cHe just burst into tears and then got really upset and said: \u2018I just want to go home, I just don\u2019t want to be here, I hate my life.\u2019<\/p>\n
\u201cHe gets quite dramatic, upset, bless him. It\u2019s been quite a build-up, he lives in Enfield with his dad and I live down in Canterbury, so it was supposed to be a nice little day out for the both of us.\u201d<\/p>\n
She added: \u201cHe just said: \u2018Ask them if we can go at another time\u2026 Can\u2019t we come back later?\u2019<\/p>\n
\u201cAnd I\u2019d already heard the other parents asking that, and they were just like, no \u2013 flat-out, no.\u201d<\/p>\n
Ms Stevens added: \u201cThere were a lot of upset children.<\/p>\n
\u201cThey were letting people queue up and and then when they got to the front of the queue, telling them that\u2026 because they had vouchers they couldn\u2019t come in because they were over-subscribed.\u201d<\/p>\n
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Wowcher said it is in the process of contacting customers and will be offering full refunds \/ Credit: Alamy\/PA<\/p>\n
Ms Stevens said she bought the voucher in November and Jacob had been wanting to see the show for some time.<\/p>\n
Around 1,800 people visit the the exhibition each day during the holiday period, a PR company said on behalf of Neon.<\/p>\n
It added: \u201cSome visitors holding Wowcher tickets were unable to enter Jurassic World: The Experience this week, which was the result of a booking system error which led to too many vouchers being sold for certain time slots.<\/p>\n
\u201cAs the experience operates under strict capacity limits to ensure visitor safety, we were unfortunately unable to admit everyone at their original arrival time.<\/p>\n
\u201cAll affected ticketholders were notified in advance, and we\u2019ve been liaising with visitors to either accommodate them in alternative sessions or refund them for their tickets.<\/p>\n
\u201cWe understand how disappointing this would have been for families \u2013 we sincerely apologise to anyone whose visit was impacted and are reviewing our processes to ensure this does not happen again.\u201d<\/p>\n
Wowcher said in a statement: \u201cThis event was overbooked due to a system error on Jurassic World\u2019s side.<\/p>\n
\u201cThey have contacted the affected customers directly, apologised and asked them to reach out to Wowcher.<\/p>\n
\u201cWe are in the process of contacting impacted customers ourselves and will obviously be offering a full refund.\u201d<\/p>\n
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