The organizers of a Jurassic Park-inspired attraction in southwest London have issued an apology after individuals with discounted tickets were turned away at the entrance.
On Monday, a booking system glitch affected 30 visitors, resulting in the overselling of certain time slots for Jurassic World: The Experience at Battersea Power Station.
Neon, the company responsible for the attraction, expressed regret, stating they wanted to “sincerely apologize to those whose visit was affected” and are “reviewing our procedures to prevent a recurrence of this issue.”
Wowcher, the provider of the discounted tickets, confirmed it was reaching out to customers and would be issuing full refunds.
Neon noted that while 30 visitors were denied entry, the “majority of guests were successfully accommodated in alternative sessions throughout the day.”
The company emphasized that the experience “operates under strict capacity limits to maintain visitor safety,” which resulted in their inability to admit everyone at their initially scheduled arrival times.
Affected ticket holders were notified ahead of time and given options for alternative sessions or refunds for the immersive dinosaur attraction.
During the holiday season, approximately 1,800 people visited the exhibition each day.
Kate Stevens, who traveled from Canterbury, Kent, was with her son, who resides in Enfield, east London.
She recounted that they were both refused entry, stating she purchased the voucher in November, and her son, Jacob, had been eager to experience the show.
Stevens described the moment: “[My son] was standing beside me, and I could see others being turned away. I approached someone, showed him my ticket, and asked him: ‘Does that mean us as well?’ He replied, ‘Unfortunately, yes.’
“[My son] immediately burst into tears and said, ‘I just want to go home; I don’t want to be here anymore.'”
In response, Wowcher released a statement, clarifying: “This event was oversold due to a system error on Jurassic World’s part.
“They have directly communicated with the affected customers, apologized, and asked them to reach out to Wowcher.
“We are actively contacting those impacted and will certainly provide full refunds.”
