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Practical Information

Frequently Asked Questions

What is Enchanted Parks?

Enchanted Parks is a magical after-dark arts adventure, which sees Gateshead’s famous Victorian park, Saltwell Park, brought to life with visual arts, performance, installation and interactive works in an event for the whole family. Visitors walk around a route that is just over 1 mile. It takes about an hour and 30minutes (including a refreshment stop).

When is the event?

Enchanted Parks takes place on the evenings of Tuesday 5, Wednesday 6, Thursday 7, Friday 8, Saturday 9 and Sunday 10 December 2017.

Tickets are valid for entry in 15 minute intervals, from 4.15pm until the last admission to the park at 8.30pm.  

Where is the Event?

Enchanted Parks takes place at Saltwell Park in Gateshead (NE9 5AX). The event will be signposted from the A167, Durham Road (North & South).

Entrance to Enchanted Parks is via the entrance to the park through Joicey Road car park.

How do I get a ticket?

Tickets can be purchased via the Enchanted Parks website www.EnchantedParks.com from 9am on Wednesday 4 October.

Tickets are priced at £8 for adults (plus 50p booking fee) and £3 for children under 16. Children aged 3 and under go FREE but still require a ticket so we can monitor numbers at the event.

A limited number of tickets for all event days (entry times 5.30pm and 7pm) are available to purchase in person from Gateshead Library Reception. Gateshead Library cannot sell tickets over the phone and tickets cannot be reserved.

Gateshead Library will be open to buy tickets (9am-7pm, Mon, Tues, Thurs & Fri, 9am-5pm Wed, and 9am-1pm Sat). Gateshead Library can accept cash or cards. 

Please note that tickets will not be available to purchase from Saltwell Towers this year.

There will also be tickets available for early entry and a relaxed dusk entry for those with additional needs requirements as well as queue jump tickets. Please see the Additional Needs / Accessibility section. 

Group bookings

You can book a total of 20 tickets in a single transaction when booking online, if you would like to book for a larger number of tickets, please complete your booking across two transactions as group booking requests via email cannot be guaranteed due to the limited availability of tickets. 


Ticket Information

You have been issued a ticket for a 15 minute slot e.g. a 5.00pm ticket is for 5.00pm – 5.15pm. Please try to arrive as near to your entry time as possible as that helps us to ensure that everyone enters the park at approximately the right time and keep queuing to a minimum. If you arrive too early you may have to wait until your time slot starts.

I’ve booked my ticket online but have not received my confirmation email / e ticket.

On occasion some email accounts may bounce emails from unknown sources into your SPAM folder rather than allow them directly into your main inbox. If you have purchased your ticket online but not received your confirmation or your ticket within a few minutes please check your SPAM folder first of all.

If your ticket is not in your SPAM folder please email tickets@ngi.org.uk with details of your booking (your name and the date and timeslot you have booked for – or if you have received your confirmation but not your ticket please forward your confirmation to us). We will resend your ticket within 48hours of receiving your enquiry (but usually much sooner).

Can I buy tickets on the gate?

No. All tickets for Enchanted Parks are sold in advance of the event. There will be no onsite sales box office at the gate. Please note Enchanted Parks is a very popular event, last year tickets sold out within a week.

Can I return or exchange my ticket if I am unable to attend the slot I have booked for?

We regret that no refunds or exchanges can be given under any circumstances unless the event is cancelled due to unforeseen circumstances. Please ensure you book your timeslot accordingly.

Why is there a booking fee?

The booking fee charged contributes to the cost of running the NewcastleGateshead ticket box office. This includes investment into ticketing technology, hardware, website hosting and maintenance, staffing costs and other associated costs.


Additional Needs and Accessibility

Are there any issues to consider for people with disabilities gaining access to the event?

We are committed to ensuring that visitors with disabilities and additional needs are not prevented from enjoying our events because of access needs.

If an adult visitor has a disability and needs a carer in order to attend (or enjoy) an event, we provide a free place for the carer. Simply book the adult ticket online and email enchantedparks@ngi.org.uk to request the free carers ticket to the same timeslot.

Disabled car parking facilities on site are accessible at the Joicey Road Entrance to Saltwell Park.

As all children require a paying adult to attend the event regardless of disability carers tickets are not applicable for adults attending with their children.

Wheelchair users and people with reduced mobility should note that the route is approx. 1.25miles in length and does involve a steep upward and downward slope (approximately 1:10 in places). We would recommend that those accompanying wheelchair users are prepared to help navigate the wheelchair down and up the steep slopes particularly in the Dene.

Early Entry

There will be a limited number of ‘early entries’ into the park on some of the event nights for visitors for whom a ‘quieter’ experience of Enchanted Parks would be beneficial.

Please email enchantedparks@ngi.org.uk for further details and to book. Due to the nature of the event we may be unable to accommodate all ‘early entry’ requests as we deliberately keep early entry groups small.

Queue Jump

On arrival at the Park there is often a queue to join to gain entry to the park. The queue is usually fairly fast flowing but if you, or members of your group are unable to or uncomfortable waiting in a queue, due to health reasons or additional needs in your group, we offer a “queue jump” system. Simply speak to a member of the box office team on arrival (or get in touch with us in advance of the event on enchantedparks@ngi.org.uk ) and providing you have arrived at the time you have booked for we will place you at the head of the queue so your wait will be as minimal as possible.

Relaxed dusk entry

New for 2017 we are trialing a 4pm entry time into the park on Saturday 9th December only. This is so that families and groups with members who may find that arriving and entering Enchanted Parks in total darkness an uncomfortable experience can arrive and begin their experience at dusk. Darkness will fall as you make your way around the park but we hope that arriving a little earlier will help visitors with particular sensory needs to acclimatize and enjoy the event.

This entry is strictly limited to a capacity of 60 and tickets are only available by emailing enchantedparks@ngi.org.uk . Please enquire about the relaxed dusk entry when you email. With such limited numbers we are really keen that these tickets go to families and groups for whom the early entry will enhance their experience and allow families and groups to enjoy the event together.

Detailed Information in advance

We will produce a PDF of the route and description of the artworks (where possible we will include photos of the artworks) which will be available a week before the event. If having detailed information ahead of your visit is useful please email enchantedparks@ngi.org.uk in November to request a copy is emailed to you when available.      

We endeavour to assist anyone with special requirements to attend and enjoy Enchanted Parks. If you have any queries about the suitability of the event for those with physical or additional needs please contact enchantedparks@ngi.org.uk and we will be happy to answer any questions you may have.


Further Information

Is the event suitable for children?

Yes, however, an adult must accompany children and young adults under the age of 16. Tickets for Enchanted Parks are free for children aged 3 and under, but they must have a ticket booked for them in order to attend the event, please note that bikes or scooters will not be allowed into Enchanted Parks.

Can I bring my dog?

NO DOGS ARE ALLOWED IN TO ENCHANTED PARKS. There are flame and light effects and large numbers of people which make it unsuitable for even the best behaved dog. Assistance dogs will be accommodated.  

When can I enter the Park?

Your ticket is valid for the entry time you have chosen; please ensure you arrive promptly, if you arrive too early for the time booked for, you may be asked to wait until the time stated on your ticket(s).

What if I arrive late for my slot?

If, due to unforeseen circumstances, you arrive late for your entry slot we will endeavour to allow you entry to the event in a later slot, however this is not guaranteed.

How do I find my way around the Park?

The route around the park is marked with special lighting to direct you along your way. There will also be marshals in place to assist you. Please do not stray from the main pathways which will be clearly marked and ensure that children and vulnerable adults in your party comply with these directions.

What should I wear?

Enchanted Parks is an outdoor event designed to go ahead in any weather, so please dress accordingly – we suggest lots of layers, scarves and gloves! Although the park is lit, there will be areas that are dark and paths may be uneven under foot so sturdy footwear is also advisable.

How long does the experience last?

It is anticipated that it will take around an hour and 30 minutes to see all the installations by following the Enchanted Parks route. There isn't a time limit for you staying in the Park - take your time and enjoy the event at your own pace. 

What public facilities will be available in Saltwell Park for the event?

Saltwell Towers Café will be open and serving hot and cold refreshments. There are public toilets including disabled toilets and first aid facilities.

Can I use my camera or video equipment?

Yes, although recording of images and filming for commercial reasons is strictly prohibited without prior consent from the event organisers, please email EnchantedParks@ngi.org.uk for more information.

What if it is raining, windy or cold?

The event is designed to go ahead in all reasonable weather. We recommend that ticket-holders dress appropriately with warm clothing and suitable footwear.

If we do have to cancel the event, ticket holders will be contacted via email supplied at point of booking and, announcements will be made via www.EnchantedParks.com, www.NewcastleGateshead.com and www.gateshead.gov.uk, via Facebook and Twitter as well as in local press.

If you have any concerns about the weather on the night that your ticket is valid please check the website in the first instance.

Contact Us

For more information about the event please email enchantedparks@ngi.org.uk  or call 0191 440 5747. Please note the telephone line is only open during office hours Monday - Friday, 9am - 5pm.


Travel Information

Entry to Enchanted Parks is via Joicey Road car park.

Public Transport

We would like to encourage Enchanted Parks visitors to use public transport to get to the event. Buses:
 
Go North East services from Newcastle city centre No: 1 and 21 for Saltwell Park stop at Durham Road near to the Joicey Road junction and are approximately 5 minutes walk to the entrance at Joicey Road.
 
Go North East service 28A stops at Saltwell Road South near to the junction with East Park Road, which is approximately 5 minutes walk to the entrance at Joicey Road
 
Go North East Bus No.53 or 54 from Newcastle or Gateshead Interchange. No.53 stops on Brinkburn Avenue. No.54 stops on Saltwell View which runs along the Park’s northern boundary. Both stops are around a 10 minute minute walk to the entrance at Joicey Road.
 
For Go North East bus information, see http://www.gonortheast.co.uk/.
 
For further public transport advice go to www.nexus.org.uk or call Traveline on 0871 200 2233.

How do I get to the event by car?

Parking is extremely limited and is not guaranteed.
 
If you do decide to bring your car and are using sat nav, follow postcode NE9 5AT, to Joicey Road. Please note there will be extremely limited parking available and priority will be given to Blue Badge Holders. Parking is free of charge for Blue Badge Holders other vehicles which will be charged at £5 per car, please note that the car park is cash only.

Please be mindful of local residents when parking.

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