Complaints Procedure Not happy with our service? We are always happy to receive comments, feedback and suggestions, and provide ways for you to do this. As part of our complaint’s procedure, we will: Treat complaints seriously and deal with them properly Resolve complaints promptly and informally whenever possible Learn from complaints and take action to improve our service Ensure that complaints are treated in confidence
Got a question? Please try our ‘Know before you go’ first as we may already have the answer for you. You will find lots of information about the Light up Trail experience here. You will find lots of information about the Light up Trail experience here. For all ticket enquiries please contact our ticketing agent See Tickets. To track your order please insert your reference number along with one of the following: Postcode, phone number or last 4 digits of the payment card and click on ‘Find Order’. This will take you to your order details. You can use the drop-down menu to ask See Tickets questions about your order.
Your reference number is displayed in the subject of the confirmation email, and again under your name and event name. If you are unsure of your booking reference number, you can enter your email address in the Forgotten Details section at the bottom of the page. See Tickets will send you the details of any orders linked to that email which will then take you through to the customer service area and you can track your order. Please ensure this email matches the email address you entered on your booking.
Please be sure that you have chosen the right date and time slot at the time of making your booking as our ticket provider See Tickets are not able to offer exchanges or refunds once tickets have been purchased. We are also not able to offer refunds/duplicates on unwanted/lost tickets.
If you have not received your confirmation email, please allow up to 24 hours for it to reach you at busy periods and also check it hasn't gone into your junk mail folder. Please check with your card issuer to see if payment has come out or in your pending transactions. You can also check your order has gone through by logging into See Tickets Customer Services area and use the option to resend your confirmation email. If the email is still not being received, please ensure that your email filter settings are not blocking See Tickets email address and directing their emails to your junk folder. Within the customer service area you will also be able to update your email address if this problem persists. If you are unsure of your booking reference number you can enter your email address in the Forgotten Details section and See Tickets will send you the details of any orders linked to that email. If you have paid via PayPal, please ensure you enter the same email address linked to your PayPal account.
The light up trail experience is like buying a concert, cinema, or theatre ticket. If you are unable to come to your reserved experience, an alternative date maybe offered or a voucher for the following year.
The experience will still take place even if it rains. Please bring water-proof clothing with you. If you do bring an umbrella, please be mindful of the other visitor’s experience around you. No refunds will be offered if the weather is inclement. Any decision to cancel that evening’s trail will be taken by 12pm. If we do cancel due to weather ticket holders will be offered an alternative date and a refund will be considered on a case-by-case basis.
It is always better if you can let us know straight away. Most complaints can be sorted out quickly by a member of our on-site team and they will welcome the opportunity to do this if possible. If it is not possible to complain during your visit you can contact Light Up Trails through the Contact support
