At Airvault, we want all our guests to enjoy a safe, comfortable and memorable visit. This guidance is designed to help guests with additional needs plan their visit and make the most of their experience.

We welcome guests with disabilities and are committed to making Airvault as accessible and inclusive as possible. However, some activities and areas of the park may be physically demanding or present safety risks for certain individuals. Where necessary, we may restrict access to specific activities or areas, or advise guests not to participate, if we believe there is a risk to their safety.

Airvault can also become extremely busy during peak periods, including weekends and school holidays. Large crowds and longer queues may affect the comfort and enjoyment of your visit. If you would prefer a quieter experience, we recommend considering a visit outside these peak times, where possible.

If you would like to discuss your needs or find out which times may be most suitable for your visit, please feel free to contact our reception team on 01204 35700. We will be happy to help you plan your visit.

Any access restrictions will be based on safety considerations and relevant health and safety guidance. We appreciate your understanding and cooperation as we work to provide a safe, enjoyable and welcoming experience for everyone.

Complimentary Carer Tickets

If you require assistance due to a disability, Airvault offers a complimentary carer ticket to help make your visit more comfortable and enjoyable.

We offer one complimentary carer ticket per paying customer. Carers must be over 18 years old.

How to request a carer ticket

• Book your visit online and keep your booking ID.
• Email reception@airvault.co.uk with your booking ID to request a complimentary carer ticket.
• Once we receive your request, we will add the carer ticket to your booking and resend your booking confirmation. Please take Airvault’s opening days and hours into account when submitting your request. We recommend giving at least 24 hours’ notice to allow our reception team sufficient time to process your request before your visit. Requests received outside opening hours may not be processed until we reopen, so please ensure you receive confirmation before arriving at the venue.

Important information

Please ensure you request your carer ticket in advance and wait to receive your updated booking confirmation before visiting.

To ensure the safety and comfort of all guests, entry is subject to venue capacity. Once capacity has been reached, we cannot accommodate additional jumpers, and entry cannot be guaranteed without prior arrangements and confirmation.

Carer Age and Responsibilities

All individuals using a complimentary carer ticket must be aged 18 or over.

Carers are expected to actively support the guest they are accompanying throughout their visit. This includes assisting with safety procedures, helping the guest understand and follow Airvault’s rules, and cooperating with staff to ensure a safe and enjoyable experience for everyone.

Carers must remain with the guest they are supporting and be available to provide assistance whenever required. A carer ticket is provided to support the needs of the guest with a disability and does not permit the carer to visit independently.

Accepted Proof of Disability

To request a complimentary carer ticket, you must provide one of the following forms of proof of disability:

• Disability Living Allowance (DLA) for children under 16, or DLA / Personal Independence Payment (PIP) for individuals aged 16–64. This must be an award letter or the original allowance book.
• Attendance Allowance or Carer’s Allowance award letter.
• Incapacity Benefit or Employment and Support Allowance (ESA) award documentation.
• Disability Student’s Allowance (DSA) documentation.
• A valid Blue Badge.
• Visual impairment registration: a BD8 registration card or Certificate of Visual Impairment (CVI).
• Nimbus Access Card displaying the Essential Companion symbol.
  Please note that letters of support and care home identification cards cannot be accepted as proof of entitlement to a complimentary carer ticket.

Additional Carer Tickets

If you require a second carer to support your needs during your visit, you may request an additional complimentary carer ticket. You will need to provide documentation confirming that a second carer is necessary.

Accepted documentation for a second carer ticket.

The following documentation may be accepted:

• DLA or PIP award documentation confirming the need for additional carer support.
• Attendance Allowance or Carer’s Allowance award letter confirming the need for additional support.
• A letter from a registered GP or the NHS, or a direct email sent in a secure, non-editable format, confirming that additional carer support is required.
• Nimbus Access Card displaying the +2 or higher Essential Companion symbol.
  All requests for a second carer ticket are subject to the relevant documentation being provided and reviewed.

ACTIVITY AREA SAFETY RULES

We understand that some children benefit from having a comfort or sensory toy with them. We kindly ask parents and carers to be mindful of the items brought into the park.

Small, soft comfort or sensory items may be permitted, provided they meet the safety requirements below and are suitable for the activity environment.

Please be aware that we reserve the right to ask for any item to be removed if it is thrown, causes a hazard, or poses a risk to the child or others.

Our Safety Rules:

• Trampoline socks are compulsory for all users at all times.
• No food or drinks are permitted in any activity area.
• No hard or hazardous objects are allowed in the activity areas, as these may cause injury to the child or others, or damage to the equiptment.
• No items that can be thrown, popped, or create a slipping or tripping hazard are permitted in the activity areas.

These rules are in place to help keep everyone safe while ensuring all children can enjoy our activities in a safe, welcoming and inclusive environment.

Thank you for your understanding and cooperation.