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Windsor Great Park

20 - 23 August 2020

FAQs

General

Frequently asked questions


How can I keep in touch and find out the latest news?

Please sign up to our newsletter for all the event updates and news. We will be sending out regular updates with further information about the show.


What are the opening times of the event?

Thursday 20th - Saturday 22nd August

8:30 - 18:30

Sunday 23rd August

8:30 - 17:30


What time should I arrive?

We advise people to arrive before the doors open to give you time to avoid traffic, park and make your way to the entrance.

We will have a dedicated area at the front of the show, where you can purchase refreshments and use the toilet facilities. This area will be available from 8:30am.


What time do the car parks open?

All car parks will be open from 07:00. Please ensure you follow AA event signage and traffic management staff on your way into the show to be directed to the car parking sites.


Are there any age restrictions to attend BBC Countryfile Live?

Children 16 and under must be accompanied by a full paying adult. If you have bought a concession ticket, proof of ID may be required.

Children 4 and under will not require a ticket but the child will need to sit on the adult's lap during the theatre shows.


Can I bring my dog?

Absolutely! Countryfile Live loves dogs. We do ask that you remain as considerate as possible to your fellow visitors who may not love your dog as much as you, and that you keep them under control. Please ensure you bring bags to dispose of your dog’s waste.  Dogs must be kept on a lead at all times. A maximum of two dogs per person is allowed. Guide assistance and support dogs are welcome at the event.


How do I get to Windsor Great Park?

Full details on best travel arrangements can be viewed via Windsor Great Park’s website here or on the Countryfile Live website here.


Are there cash points available on site?

There will be a number of cash points positioned around the event site. They will be clearly signposted with event signage and marked in the event show guide and on the map.


Do you have baby changing facilities and a children’s crèche?

There will be a number of baby changing facilities positioned around the event site including a dedicated family lounge for feeding mothers.

All will be clearly signposted with event signage and marked in the event guide. There will not be a dedicated children's crèche onsite.


What toilet facilities will be available?

There will be a number of toilet facilities positioned around the event site. All will be clearly sign posted with event signage and marked in the event guide. We will also have accessible toilet facilities.


How will animals be cared for at the event?

The welfare of all the animals taking part in the show is of utmost importance, with all out management policies strictly adhering to the regulations outlined in the Animal Welfare Act (2006). This includes having at least two qualified vets (Large Animal and Equine) on call/on site at all times.


Will all the presenters attend the event throughout all four days?

The presenters' appearances will be confirmed close to the time. Sign up to our newsletter for more information.


Is there an official programme or timetable?

Our official show guide can be bought along with your ticket or added on at a later date.

Timetables can be viewed on our website under each attraction page nearer the event and full event-finding information will also be available on the show map.


Is private/corporate hospitality available?

If you would like to look into private/corporate hospitality at the event please contact [email protected] to discuss your requirements. We would be happy to tailor a bespoke package.


Bringing your dog in hot weather?

If your dog looks like they’re struggling in the heat, head to the nearest shaded area and alert a member of the show organisers. Owners should be aware of the signs of heat stress. Some dogs are more prone than others (e.g. those with short flat faces, overweight, old, young and dogs with thick coats).

Be aware of the signs of overheating in dogs, which include panting, disorientation, excessive thirst, dark gums, vomiting, diarrhoea and losing consciousness.

If you think your dog will not cope with the heat, please leave them at home.

In the event that the events team and the trainers feel the conditions are not conducive to dogs welfare we reserve the right to cancel the event at short notice.


What activities will there be for children?

Countryfile Live is very much a family focused event that will present a wide range of family-friendly activities. The full programme of activities will be announced in the coming months but activities already confirmed can be viewed here.


What food and beverage facilities do you have available?

There will be lots of food and drink brands, with vendors and producers present at the event as well as a number of bars, food vans and outlets.


Lost property

There will be a manned lost property point onsite. Ask staff or consult the official event programme for its location.


What happens if it rains?

Unless there is a health & safety risk to our visitors, Countryfile Live will continue if it rains. There will be ample cover made available but please come dressed for the weather!


Is there Wifi?

We have Wi-Fi hotspots throughout the show available to our visitors, as well as 3G and 4G coverage subject to individual network providers.


Is there a taxi drop off point at the event?

Yes there will be a taxi drop point available which will be clearly signposted at the event. Please ensure you follow AA event route signage on arrival.


Will there be bicycle parking at the event?

Yes, there will be security fences at both entrances for you to lock your bike to. Please note bicycles are left at owner’s risk.


Can I camp at the event?

Yes. For those keen to beat the queues, we will be partnering with the Caravan and Motorhome Club to provide visitors with the luxury of being able to camp within the grounds of the stunning Windsor Great Park estate. Please click here for more information and to book your tickets.


Do you have a site map?

Yes! Click here to view our map.


Can I bring a picnic to the event?

Yes, you are more than welcome to bring your picnic to Countryfile Live, there will be plenty of spots for you to enjoy it.


I wish to give feedback, who do I contact?

Please contact SME London who is the Event Organiser of Countryfile Live.

Email: [email protected]

Telephone: +44 (0) 203 953 1470

Post: BBC Countryfile Live, 12.03, SME London, 1 Lyric Square, London, W6 0NB.


Photography and Filming

IMPORTANT VISITOR INFORMATION – PLEASE READ THIS NOTICE CAREFULLY

Please be advised that filming is taking place within this event, BBC Countryfile Live (Event).

By entering the Event you acknowledge that you have been informed that you may be filmed, photographed and recorded at the Event.  You agree to grant to SME London Ltd (Organiser) the right to film, photograph and record you and use your likeness and voice without compensation, credit or other consideration in the production and exploitation of the Event.

If you do not wish to be photographed, recorded, or appear under these conditions, you should leave the Event immediately. 

Thank you for your co-operation.


Accessibility

Frequently asked questions


Will you have accessible toilet facilities available?

Toilet facilities will be available throughout the show area, including a high dependency mobile toilet unit. We have several facilities available for people with accessibility requirements.

The accessible toilet facilities will be located throughout the venue. Please refer to the map for clarification or speak to any member of our team whilst you are visiting the event.

BBC Countryfile Live will be providing a Mobiloo HDU Changing Places Facility this year. 


Personal Assistant information

We offer a free ticket for a personal assistant accompanying a ticket holder with access requirements.

Guide assistance and support dogs are very welcome at the event.

All disabled visitors entering Countryfile Live on a paid for adult ticket are entitled to bring one personal assistant free of charge. 

To qualify for a free personal assistant ticket please send proof of disability to [email protected].

Please include your Surname, Postcode and Booking reference number when requesting a free personal assistant ticket.

*Customers requesting free carer tickets are required to provide an original copy of any of the following:

Confirmation of the Middle or Higher rate of disability living allowance

Confirmation of the middle or higher rate of mobility allowance

Confirmation of the middle or higher rate of attendance allowance

Confirmation of the middle or higher rate of severe disablement allowance

Confirmation that you are in receipt of the standard or advance rate of Personal independence payment (PIP)

Certification of being registered blind or partially sighted

A personal letter of support from your hospital specialist (dated within the last two months)

A free personal assistant ticket, of the same type already bought by you, will be added to your order. If you have any particular questions or requirements please contact [email protected]. The Organisers reserve the right to check a person's eligibility under the Equality Act.

To book your free ticket, please call See tickets on 0844 209 7324* or visit their customer service help desk once you have placed your order: https://www.seetickets.com/customerservice

If you prefer, you can get your Personal Assistant ticket added to your order by email. Purchase your ticket online then email [email protected] with your order reference number requesting your PA ticket.

*Calls cost 7p per minute plus your telephone service provider's access charge.


Sign Language at Countryfile Live

The key features will have specific sessions that will be signed in British Sign Language (BSL) each day. Details on these sessions will go live when the programme is announced in the coming months. They will also be denoted on event signage and show guides. Sign up to our newsletter for updates.


Venue Access Information

Windsor Great Park is fully accessible; however, because this is a natural site with uneven ground and a variety of ground surfaces and slopes, we strongly recommend that an able-bodied personal assistant accompany those who require assistance. The following link details Windsor Great Park’s Accessibility Information.

Access areas for viewing at most features will be sign posted and any fencing dropped in height.


Do you have an access lounge?

An access lounge will be available on site for those wishing to take a break from the hustle and bustle of the show. Our access lounge is a quiet space where you can sit down and take a break.


Access Information Point and Lounge

We have set up a dedicated access information point and lounge for any of our ticket holders requiring the use of this space.

Please ask a member of staff on the day who can give you directions to this central event area. We will be in touch closer to the event with full details of access provisions in preparation for your visit.


SEE Tickets dedicated access phone line

SEE Tickets do not operate a dedicated phone line for accessibility bookings, each operator is fully trained to take access calls via the main booking line.

This gives the customer a far greater chance of speaking directly to an operator immediately. Should the operator not be able to answer a specific question the query can be swiftly escalated through to the contact centre supervisor.

Telephone: 0844 209 7324*

*Calls cost 7p per minute plus your telephone service provider's access charge.


Can I hire a mobility scooter or wheelchair for the day of my visit?

We have developed a partnership with Event Mobility in order for visitors to be able to hire a range of mobility equipment such as powered scooters or manual wheelchairs.

Event Mobility will be located in the accessible car park situated near the main entrance.

If you would like to hire a scooter or wheelchair for use at Countryfile Live, please click here. A mobility scooter can be hired for £30 and a manual wheelchair for £10 per day. 

For general enquiries, please call 01386 725 391. Please note bookings cannot be made over the phone. 


Do you have accessible parking?

Yes, there will be accessible parking for visitors with accessible needs. Please ensure that you bring your Blue Badge to the event and show it to a steward upon arrival. Visitors should ensure that they display their blue badge and vehicle pass in their vehicle once parked.

If you are not a Blue Badge holder please follow blue badge signage, which will take you to the car park closest to the accessible parking.

Please note, a car parking pass will still need to be purchased for £6.


Can I bring my own Mobility Scooter or Wheelchair?

Visitors are welcome to bring their own mobility equipment to the show. We ask that you set the speed of any mobility equipment to no more than walking pace and that due to the large number of people attending you take extra care.

If bringing your own mobility scooter, please remember to bring your own charger.

Our stewards and show staff will not be able to help lift any heavy mobility equipment in or out of a vehicle.


Can I bring an assistance or support dog to the event?

Guide dogs and support dogs are more than welcome at the event.


Is seating available?

We have a number of seating areas located around the site. If you would like to sit down for a longer period of time and take a break then why not visit our dedicated access lounge. 


Will there be a charging point for electric wheelchairs?

Yes, there will be a charging point in the access lounge but we ask that you bring your own specific charger.


Ticketing

Frequently asked questions


I have not received a conformation email, how can I get it resent?

If you have not received a conformation email for a booking, we would advise you to check your junk folder. If you still cannot find the email we would advise that you contact SEE Tickets using the customer service portal here. Please note if you do not know your order reference number, you can use the 'forgotten my details' section at the bottom of the page.

Alternatively, please call SEE Tickets on 0844 209 7324* or Eventim on 0844 249 1000.

If you purchased tickets with SEE, you can also log back in to your customer account.

Eventim

Telephone: 0333 344 6250*
E-Mail: [email protected]

*Calls cost 7p per minute plus your telephone service provider's access charge.


Where can I buy tickets?

Tickets for Windsor Great Park can be purchased in advance through SEE tickets via the Countryfile Live ticketing page or directly through seetickets.com.


Can I buy tickets on the door?

Yes although these will be subject to availability and tickets will be cheaper in advance. We would recommend buying your tickets in advance to enter the show swiftly and smoothly and give you time to properly plan your day. 


Is booking available for groups?

Yes. Group tickets are £9.50 each and include:

  • Free entrance for the coach driver
  • Stress free travel with direct access to the main show site and main entrance drop off
  • Free coach parking in our dedicated coach car park, a five minute walk from the main show entrance.

Book tickets today with SEE at [email protected] or call 0844 412 4650*

*Calls cost 7p per minute plus your telephone service providers access charge.


I am buying a ticket as a present and won’t be attending, is this ok?

Yes. However, if the person you are giving the tickets to is picking them up at the event, we require a letter of authorisation from the cardholder and the name of the third party collecting the tickets.


When will I receive my tickets?

Unless you choose otherwise you will receive an e-ticket, which will be emailed to you from January onwards and immediately following your order after this point.

If you have requested your tickets to be sent in the post and have paid the fulfilment cost then these tickets will to be sent to the address you provided at time of booking from June onwards and immediately following your order after this point.

If you have purchased tickets as a gift for Christmas and selected our gift wallet, then these tickets will be posted out before Christmas. Please note that the last date for a Christmas gift order is the 15th December 2019.

Please note the only way to ensure tickets are delivered before Christmas is by purchasing our Christmas wallet. Tickets bought without the wallet will be posted out from June 2020. 


What if my tickets do not arrive?

Please contact See Tickets on 0844 209 7324* or Eventim on 0844 249 1000 if your tickets do not arrive and it is less than 5 days before the event. Please quote the unique transaction number supplied to you at time of booking. This will also be found on your email confirmation. There will be no additional charge for replacement tickets.

If you have purchased tickets from See or Eventim please use the information below:

SEE Tickets

Telephone: 08442097324*
*Calls cost 7p per minute plus your phone company’s access charge.

Eventim

Telephone: 0333 344 6250*
E-Mail: [email protected]


I can no longer attend, can I get a refund?

Tickets are non-refundable however See Tickets do offer refund protection via TicketPlan to protect you against cancellations resulting from accidents and unexpected illnesses. 

If you choose to pay to protect your tickets during checkout, you can apply for a refund if you are unable to attend the event due to accidents, unexpected illnesses or specified unforeseen circumstances.

Full details are included in the TicketPlan terms and conditions which we advise you to read and retain should you purchase cancellation protection.


How can I change my email address if it is different to that which I used to purchase tickets?

If your email address changes we would advise that you contact SEE Tickets on 0844 209 7324* or Eventim on 0844 249 1000.

If you purchased tickets with SEE, you can also log back in to your customer account.

Eventim

Telephone: 0333 344 6250*
E-Mail: [email protected]

*Calls cost 7p per minute plus your telephone service provider's access charge.


What are booking and transaction fee’s when booking via countryfilelive.com?

The ticket price we promote is the face value. The total ticket cost is the face value plus the booking fee.

Booking fee’s are charged on a per ticket basis and are 10% of the face value.

Booking fee’s cover the cost of See tickets providing a 7 days a week, 24 hours a day booking service, labour costs, credit card commissions and all other costs associated with running a business.

A transaction fee of £2.50 is applicable per booking to cover postage costs, however should you choose to print your tickets at home, the transaction fee is £0.00


Why is my discount code not working?

We may offer partner prices and discount codes for advance ticket purchases, but these codes will end the day before the show opens. When the show is open, no discount codes will be available online or on the door. 

We understand it can be frustrating if you find a discount code once full priced tickets have been purchased, however we are unable to offer refunds if you have already booked your tickets and then find them cheaper elsewhere. Ticket prices for 2020 are the cheapest they have even been and offer a great value day out.