My Disney Experience problems
We understand guests linking tickets to My Disney Experience can sometimes encounter a number of common issues including:
- Not allowing to link tickets
- Unable to recognise the QR code
- State ticket code not recognised
A majority of issues can be overcome by using the desktop version of the Disney website rather than the App. This can be done a laptop, desktop PC or using 'Desktop' option on available on most smartphone browsers.
We do not have direct access to the Disney system so cannot provide any specific assistance but they do have a dedicated line who can help and can be contacted on 0800 028 0778.
Which tickets should we buy?
Pre-buying tickets to Orlando will mean huge savings. Many customers are still buying at the gate. This means, even if they only go twice to one of the parks, they will be paying more than the cost of a UK issued ticket. Disney, Universal and Seaworld Entertainment have developed special UK only tickets, to provide the best value and ease of use for you.
To keep things simple, these are the main parks:
Walt Disney World
Universal Studios / Islands of Adventure / City Walk / Wet and Wild water park
Seaworld / Aquatica / Busch Gardens
First of all, always ask yourself if you wish to visit Discovery Cove. If you do, this product comes with either a choice of Seaworld + Aquatica / Busch Gardens or all three for 14 days access! This means you then only need to purchase a Disney ticket and a Universal Ticket! If you don't wish to visit Discovery Cove you should just look at the Disney tickets, Universal tickets and Flex and Flexplus tickets. If you wish to do all the parks we recommend our Multi tickets which can be found under 'Combo' products.
Top Tip: The Flexticket and Flexticket Plus offer excellent parking concessions.
Visit more than one park a day and only pay for parking once!
Please use the Help Centre for any questions you may have. If this does not answer your question, please use the Contact Us form which is accessed by putting your cursor on Help Centre. You will then see the Contact Us tab which you then click on. Please make sure you provide your order number if it is regarding an existing order.
Our contact number is 0191 6000 446
Are the passes actual tickets?
All Disney, Universal, Flextickets, SeaWorld, Discovery Cove and Combo and Multi products are actual tickets (SeaWorld and Discovery Cove produce turnstile ready etickets)
Dinner Shows, Sanford Lounge, Blue Man Group, Boggy Creek, Gatorland, Kennedy Space Centre, "Kids Eat Free Card" and "Eat and Play Card" are vouchers.
What are voucher products?
If travelling in under 18 days, a notification will appear to advise the product is only available as a voucher. This is due to international shipping from our Orlando office and to guarantee clients can still take advantage of our great prices.
Vouchers are redeemed at the Guest Services desk upon presentation of valid ID with validity of the tickets commencing upon first usage.
When will we receive our tickets?
Tickets are shipped from our US office with target delivery of within 18 working days from booking excluding Bank Holidays (UK and US), unless advised at time of booking. We offer a free Royal Mail First Class service or a chargeable Royal Mail Recorded and Special Delivery service. The Recorded and Special Delivery services permit the tracking of tickets once despatched. All delivery options include a 'ticket despatched' notification via our website.
We are unable to provide any expected delivery dates on tickets ordered until the 18 day period has elapsed.
Vouchers will be made available to download from your user area within 3 days from purchase. You will receive a notification email and vouchers should be printed off prior to travel. Simply login to our website using your user credentials, click on your order, download "Your tickets" and print off. Passes for the next calendar year are usually despatched around August so are exempt from the 18 day delivery timescale.
Discovery Cove Certificates including your Seaworld, Aquatica and Busch Gardens "Turnstile Ready, EZ Tickets", and take 7-10 days to be made available for download with an email notification sent to advise when they are accessible. You must print them off as soon as you recieve them, prior to travel. Simply login to our website using your user credentials, click on your order, download "Your tickets" and print off. Discovery Cove and Legoland products are uploaded to your account so no delivery option should be selected if purchasing these products only.
Should tickets be lost by the postal service, we have contingencies in place which will require clients to collect replacements once in resort.
When do my tickets start?
Tickets become active from the first time they are used at the park.
If you have purchased Vouchers, the dates present are the redemption period. Once the tickets are collected, they become active from the first use.
I am traveling in less than 18 days, can I still buy tickets from you?
Yes - we issue tickets as vouchers will collection at the park for travel within 18 days. Simply present the voucher to the Guest Services Desk together with a form of ID to collect the passes.
What are the ages of the Children?
Childrens ages are 3 - 9 years for all Disney, Universal Studios, Islands of Adventure, Wet N Wild, Seaworld, Aquatica, Busch Gardens and Discovery Cove theme parks.
Most of the other parks up to 12 years.
If the child is 10 whilst on holiday, but will be 9 when the ticket is first used then a childs pass should be ordered.
What is the difference between the two packages?
Discovery Cove package gives you a single, reserved day at Discovery Cove and 14 days unlimited access to both SeaWorld and Aquatica. Ultimate Package gives you a single, reserved day at Discovery Cove and 14 days unlimited access to all of the following parks: SeaWorld / Aquatica / Busch Gardens.
Can we go to the other parks prior to our day at Discovery Cove?
Yes, just show your "Turnstile Ready, EZ Ticket" at either SeaWorld or Aquatica or Busch Gardens. You then have 14 days unlimited access from the first day you swipe your etix at the turnstile.
How old do children have to be to swim with the dolphins?
Children must be at least 6 years old. Any child under the age of twelve needs to be accompanied by an adult.
Can we book only Non-Swims?
Yes, you can now book a party of non-swims only!
Is it the same price for Adults and Children?
Yes. Discovery Cove charge the same price for adults and children.
Can we take infants and how much would they cost?
Yes you can. Just add their names to the comments box. There is no charge for infants.
When do we receive our tickets?
Discovery Cove Certificates including your Seaworld, Aquatica and Busch Gardens "Turnstile Ready, EZ Tickets", take 7-10 days to be made available for download from your user area and clients are notified by email. Just login, click on your order, download "Your Tickets" and print off.
What is the booking process?
Bookings are all made on the website with three dates required within the same price band. We will then issue Certificates with your confirmed date in around 7 days. Your actual time of swim is arranged at the park, which opens at 8am in the morning.
Can we change the names and change dates?
Yes! At least 72hrs is required to change names free of charge. You can change your date once for free! However if you change to a different date band, you will have to pay the difference in price.
We have a large party, will we all be booked in for the same day?
Yes, we would only ever book everyone in for the same day.
We will only book your SeaVenture for the day of your Discovery Cove visit.
Why do we have to give three dates?
If you are booking months in advance you will get your 1st choice date. However the park is very busy and has restrictions on the amount of daily visitors and therefore pre-booking is very important. It is to this extent we require 3 dates in order to get your party booked and confirmed. A complete list of sold out dates are available on the product information. If you can only do one or two dates, please mention this in the comments box which will appear later in the booking process
I am having trouble booking.
Make sure you have selected the right product. Only select the "Combined" if you are wanting to book both Swims and Non Swims.
How do I organise the free transport to Busch Gardens?
Free bus transportation is available to Busch Gardens on the Busch Gardens Shuttle Express.
This service departs from various locations in the International Drive and Kissimmee areas (subject to change).
Reservations are a must and can be made by calling 1-800-221-1339.
I haven't received my tickets?
Due to international shipping, tickets can take up to 18 working days to be delivered. A notification will be sent via the website when tickets have been despatched. For clients selecting a trackable service, the Royal Mail tracker will be made available when despatched. Should tickets not be received in over 18 days from ordering, please use the Track Your Order section on your order. (You will need to login to your account)
Vouchers will be made available to download from your user area within 3 days from purchase. You will receive a notification email and vouchers should be printed off prior to travel. Simply login to our website using your user credentials, click on your order, download "Your tickets" and print off.
Where are my Shopping Vouchers?
Login and click on your order. They will be there if you have bought Disney tickets.
Are the Disney passes fastpass enabled?
Yes! Simply take your ticket to the desired ride to collect your return time.
Why do you require our date of departure?
This is required to ensure we can deliver tickets to you in advance of your departure date. Please ensure this is the date you will actually be leaving your house. Tickets only start from the first time you use them!
Can this year's tickets be used next year?
Seaworld/Aquatica/Busch passes must be used within 1 year from purchase. They will have an expiry date on which is in the American date format. 3for2 promotion must be used between dates given.
Disney, Universal and Flextickets can only be used in the calendar year dated on the passes.
Do you offer group discounts?
Yes can offer group rates to parties consisting of 10 or more adults. We do not offer huge discounts but to use a well-versed phrase - every little helps!
Do you price match?
We always offer our valued customers the very best prices, first time, every time. To this extent we believe our prices are the very best your will find from any authorised broker of park tickets. In the unlikely event that a competitor has a cheaper price than us, we do better than match - we guarantee to BEAT the price! Unlike other companies who will only match we go one step further.
As with anything, we have a few terms to adhere to:
- the price must be a like-for-like comparison - so the competitor must be ABTA bonded and have no credit card fees.
- the price must be viewable on the website and bookable online
- we do not price match against unauthorised brokers
Can I pay a deposit?
We can accept a deposit to secure the Deposit price as per the product. This is available at £10 per person. If this information is not present on the product we cannot accept a deposit due to the promotional nature of the product.
What happens if we need to cancel?
Should a booking be cancelled for any reason the below costs will be incurred.
1 - 14 days before Departure 100% Cancellation Fee
15 - 28 days before departure 80% Cancellation Fee
29 - 60 days before Departure 50% Cancellation Fee
60+ days before departure £100 Cancellation Fee
Unused portions of tickets and excursions will NOT be refunded. The exception to this are Walt Disney World hotels. Tickets/packages containing Walt Disney passes cannot be cancelled or returned once purchased and despatched.
Are online transactions secure?
Yes, we employ the latest secure socket levels to ensure all transactions are securely made. Furthermore, all transactions are processed by PayPoint.net.
What are your Christmas hours?
Our call centre is closed from 24th through to 2nd January. However, our online support team are available on both email and social media to reply to questions and queries.
Why should we buy from you?
Florida Escapes is a family-owned and operated business with small business ethics ensuring all customers receive excellent customer service, competitive pricing and the widest range of available product.
We are able to offer the entire market at low prices as we do not have a huge call centre or a large workforce.
We are part of the Hays Travel Independence Group ABTA L4337. Florida Escapes is a trading name of Travelbuzz LTD.
We recommend using a modern browser, such as Chrome, Firefox, the current Internet Explorer, Opera or Safari. If you are not using one of these, try them first as it could be the browser you are using is not working properly.
If you are still having trouble while booking your tickets, let us know by using the Contact Us form. Please inform us of the problem and leave your contact number so we can call you back.
Privacy and Accessibility Policy
1. Collected Information
Data can be collected and processed during the operations of our website. The following are ways we may perform these actions:
1.1 Data regarding your visit(s) to our website and any resources used are collected. The following is included and not limited to: location data, weblogs, traffic data, and any other communication information.
1.2 Any forms you filled out on our site allows us to collect data such as registering for information or when you complete a purchase.
1.3 If for any reason you communicate with our personnel or site we may collect information.
2. Cookie Usage
Any information collected will not have any identifying data. It is statistical data about our visitors and how they have used our site. No personal details will be shared that could identify you.
We may assemble information about your common internet use with a cookie file. When used, the cookies are downloaded to your computer automatically. The cookie is stored on the hard drive, with transferred information. The data sought by the cookie helps us improve our website and any service offered to you.
Your browser has the ability to decline cookies. This is done by setting your browser options to decline all cookies. Note: if you do decline the download of cookies, some aspects of our site may not work or allow you access.
Our advertisers may download cookies to which we have no control. If used, these cookies are downloaded by clicking on an advertisement found on our website.
3. Our Use of Your Information
Information stored or collected regarding you helps us improve and offer services you need. The following list contains how we might use your data:
3.1 Any request you make of our site or personnel allows us to use information you provided us with, relating to the products or services we have. We may also send information on products or services you may be interested in, as long as consent has been received.
3.2 Contract Commitments: To meet any Commitment we make to you.
3.3 Changes or Improvements made to the site can warrant use of your information, with regard to notification of such changes.
3.4 An existing customer may be contacted regarding products and services related to any item of previous sale you made on our site.
3.5 We may use data or allow third parties to use information that is not related to goods or services you may be interested in. We or third parties contact you only if consent has been provided by you at anytime, based on information we collected.
3.6 Any new customer can only be contacted by us or third parties if consent has been offered via our site. We only send communications you have consented to.
3.7 Anyone who does not wish to give consent for our site or third party use has the opportunity to decline. Once we receive your withhold for consent we will remove your details from any mailings or third party communications.
3.8 None of the information collected about you will offer identifiable characteristics. Information shared to a third party is statistical only. We will not reveal who you are, only mathematical information about our visitors.
4. Personal Data Storage
4.2 Information we are provided will be stored on secure servers. Transaction data is encrypted for your safety.
4.3 You should understand data via online transmission is not completely secure. We cannot guarantee full protection and security data, only that we take all reasonable action to protect information sent to us electronically. Transmission of any data by you is at your own risk. Where applicable you may be given access to sections of our site that require a password. You are responsible for the passwords safety and confidentiality.
5. Information Disclosure
5.1 At times we may disclose personal information to persons in our group. This can include subsidiaries, holding companies, or any other subsidiaries involved in our business, if applicable.
5.2 Third Party disclosure may occur for the following reasons:
5.2.1 Selling any or all of our business to a third party may result in sharing your information.
5.2.2 At any time when we are legally required to we may disclose information about you and your visits to our sites.
5.2.3 To prevent fraud and help in fraud protection in order to reduce credit risk, we may disclose information.
6. Third Party Links
7. Information Accessibility
We cannot withhold data we collect about you, as per The Data Protection Act 1998. This act provides you with access to any information we may hold on you. If you wish to have access about our data collection on you please pay our fee of £10. The fee covers our costs for processing your request and getting the data to you. Please use the contact details below to formulate your data access request.
8. Should you require additional assistance in accessing our website under the 1995 Disability Discrimination Act, our website can be used using a reader in text form.
9. Contacting Us
Where are my free vouchers?
Your shopping vouchers are loaded to your account and will be emailed upon despatch of tickets. Any combo packages qualifying for the free Wild Florida Wildlife Park will be available to download immediately upon purchase.
I have a deposit - can I pay off in small instalments?
Yes! This can be done online via your user account by utilising the 'my deposits' tool.