I have been before, do I need to contact you again about my access needs?

If you have visited Phantom Peak before and spoken to our team, you might have been asked if we can make an operational note against your profile.

If you consented to your access needs being stored, then you don't need to contact us again unless your needs have changed or you have any further questions.

Where you tell us about an access or support requirement (for example, that you use a wheelchair or are accompanied by an assistance dog), we keep a simple operational note on our booking platform so our on-site team can prepare for your visit. This is special category data under UK GDPR, which we hold only with your explicit consent and only for as long as needed to support your bookings. It's used solely for on-site planning and safety, never for marketing. You can ask us to update or delete it at any time.

If you did not consent, we may contact you each time you make a booking to ensure we make your visit go as smoothly as possible.

You can see our privacy policy for full information about how we use your data.

Related FAQs

Everybody is different, but we find that Phantom Peak can be enjoyable for most. We recommend reading through these FAQs for more specific information.

Please contact us prior to your visit to discuss your options.

Yes! Phantom Peak London at Westfield Stratford City will have a lift called "Sarah's Lofty Lift of Happiness". Please check back for more specific information regarding accessibility.

Please contact us prior to your visit to discuss your options.

Yes, you will still be able to complete all trails at Phantom Peak.

Please check back for more information regarding accessibility.

Yes! You are always welcome to visit in a wheelchair. We recommend that you visit on a quieter day to make navigating our venue easier. Our London venue has a lift for travelling between the two levels.

Please check back for more information regarding accessibility.

For the most part, we hope that Phantom Peak is a welcoming place for everybody. However, everybody is different. Phantom Peak involves in-person interactions, audio content, flashing lights, loud noises, and a lot of unexpected surprises. Your needs may differ from somebody else’s, and so we recommend that you contact us before you arrive.

Please contact us prior to your visit to discuss your options.

Yes, assistance dogs are allowed to enter Phantom Peak. The experience can sometimes get very busy, especially in tight spaces. We would recommend that you consider booking off-peak performances for ease of access.

If you are planning to visit with an assistance dog or have any questions, please contact us prior to your visit.

Yes - Phantom Peak uses lighting effects and loud noises throughout, from point of entry, which is an integral part of the experience. These lighting effects include flashing lights, haze and loud noises.

Phantom Peak does not use strobe lighting, however there are recurring flashing lights, especially during the Opening and Closing ceremony.

Please contact us prior to your visit to discuss your options.

Phantom Peak is an open-world experience, meaning you find yourself moving around the town a lot of the time. However, there are a few moments that you may find yourself in one place for a long period of time. There is limited seating around town and this cannot be reserved.

There may be a queue to enter the experience, as we have to conduct a health and safety briefing to ensure safety of our performers, staff, and visitors.

Our opening and closing ceremonies take place in the old town, and can be quite static. These usually last 10-15 minutes each, and bookend your experience.

Please contact us prior to your visit to discuss your options.

Our team can help! Everyone is different, but we generally find that Phantom Peak can be enjoyed by all.

Please contact us prior to your visit to discuss your options.

Yes, we offer companion tickets for Phantom Peak at no extra cost to those who need them. These are available on our main ticketing flow, when purchased alongside a paid ticket.

These tickets are for standard admission only for those accompanying somebody with access needs. Any add-ons (including the VIP experience) are at an additional cost, priced per person.

We ask that you contact us in advance of booking to ensure that your visit goes as smoothly as possible. You may also choose to send us any of the below to better help us understand your needs:

Disability Living Allowance / Attendance Allowance
Personal Independence Payments
War Disablement Pension / Armed Forces Independence Payment
Blue Badges
Doctor's / Hospital Note or other reasonable documents
Nimbus Access Card
or just a conversation to help us make appropriate recommendations ahead of your visit

Before you make your booking, please contact us to discuss your options.

Carer Companion Tickets are for standard admission only for those accompanying somebody with access needs. Any add-ons (including the VIP experience) are at an additional cost, priced per person.

Before booking, please contact us to discuss your needs. We may contact you ahead of your visit to ensure we can ensure your visit goes as smoothly as possible.

As long as you have a ticket to the experience, you don't have to do anything else!

We would love to help, so you can always contact us in advance to discuss your needs. We may also contact you ahead of your visit to ensure we can ensure your visit goes as smoothly as possible.

Carer / companion tickets for Phantom Peak are provided at no extra cost to those who need them. These are available on our main ticketing flow, when purchased alongside a paid ticket.

If you feel you need one, then you can access them.

We ask that you contact us in advance of booking to ensure that your visit goes as smoothly as possible. You may also choose to send us any of the below to better help us understand your needs:

Disability Living Allowance / Attendance Allowance
Personal Independence Payments
War Disablement Pension / Armed Forces Independence Payment
Blue Badges
Doctor's / Hospital Note or other reasonable documents
Nimbus Access Card
or just a conversation to help us make appropriate recommendations ahead of your visit

Before you make your booking, please contact us to discuss your options.

These tickets are for standard admission only for those accompanying somebody with access needs. Any add-ons (including the VIP experience) are at an additional cost, priced per person.

How can we help?