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FAQs

90% of the questions sent to our customer services team by email are answered on this page. For ease of use, we’ve categorised them for you – just click on the icon and it’ll take you straight to the most frequently asked questions in that category.

Tickets

Do I need to buy tickets in advance?

Most of our shows sell out in advance. We strongly recommend purchasing your tickets before you travel to Pitlochry. Once the buses are full, there really is no way to “squeeze” anyone else in.

Where do I get my tickets from?

This is a ticketed event. Without tickets or other relevant proof of purchase you will not be allowed access to the event. Tickets are available online at www.EnchantedForest.org.uk or by calling 0871 288 7655.

Calls cost 13p per minute plus your phone company’s access charge.
Standard BT landline costs are 11.3p per minute.

Average call duration is 6 minutes.

For alternative ways to buy, please visit our tickets page.

Can we collect tickets from the box office?

No, there is no collect at box office for this event. However if you are unable to access a printer, you can purchase tickets online and have them emailed to you.

What does my ticket time mean?

The time on your ticket is the check-in time for your bus departure to The Enchanted Forest. A seat on a bus departing from that allocated time is reserved for you.

I’ve not received a confirmation email, is this normal?

No, it’s not normal. If you haven’t received an email confirming your ticket purchase, please send us details of your booking and when you booked to tickets@enchantedforest.org.uk. Our box office will investigate and respond. Alternatively you can use SEE Tickets’ online chat service HERE.

Will my tickets be posted out?

If you have chosen an e-ticket option only, you will NOT recieve a printed ticket by post.

If you have selected a printed ticket your tickets will be posted out to you first class post. You will also receive a confirmation direct to your email for this purchase. Tickets are dispatched from mid July onwards.

I’ve booked tickets but not received them yet, are they lost in the post?

Tickets are dispatched from late-July onwards. If you have purchased tickets prior to this, you should receive your tickets by mid August at the latest. If you have not, please contact our box office on tickets@enchantedforest.org.uk with your booking reference and they will be able to update you or replace your tickets if required.

I’ve lost or mislaid tickets, can I get duplicates?

If you can’t find your tickets, please contact our box office via their online chat service to arrange for the collection of replacement tickets. You may be required to prove your identity and/or proof of purchase.

I’ve not received my tickets and the show is tonight, what should I do?

If you’ve not received your tickets, contact our box office via their online chat service to arrange a replacement ticket by email. You will be required to show proof of purchase.

I would like to exchange my tickets, is that possible?

Tickets cannot be refunded. Tickets can be exchanged at the sole discretion of the box office and subject to availability. You may also be eligible to re-list your tickets for resale via SEE Tickets’ official Fan to Fan service.

Can I just show departures my confirmation email?

All tickets will be scanned at departures and customers must have a valid ticket or e-ticket with a unique bar code. Valid tickets will be accepted in all formats, whether printed or on mobile phone.

Is there a waiting list for tickets if they are sold out?

No. We are not able to add names to a waiting list when the tickets are sold out. You may also be able to purchase tickets via SEE Tickets official Fan to Fan site which are being sold by customers who can no longer make it.

The Show

What is the Enchanted Forest?

The Enchanted Forest is an outdoor sound and light show which takes place at Forestry & Land Scotland’s Faskally Wood near Pitlochry. Visitors will be treated to a series of choreographed sound and light shows while they follow the path around the forest.

How long does the show last?

You should expect to be in the forest for between 60 to 90 minutes to fully appreciate the show. Most visitors walk around the forest more than once during their visit. Once you arrive in the forest you can stay as long as you like. The show closes at 10.30pm

What times do the shows start?

Start times vary throughout the run of the show and are largely driven by when darkness falls. The full range of remaining available times are available by clicking to buy tickets.

What time does the show finish?

The site closes at 10.30pm every night.

When do I have to arrive at The Enchanted Forest?

You should aim to be at your departure point around 5 minutes before the check-in time shown on your tickets.

How long does the shuttle bus take?

The shuttle bus journey between Pitlochry and Faskally Wood takes approximately 10 minutes. The check-in time on your ticket is allocated to a series of bus departures. If you arrive too early, you will be asked to queue for your allotted check-in time. At peak times, buses may run slightly slower and it may take longer to clear the departure queues.

When is the last bus back to Pitlochry from the forest?

The last bus heads back to Pitlochry between 10.30pm and 10.45pm. We never leave anyone in the forest – we promise!

Are there toilets in the forest?

Yes, there are toilets in the forest and these are clearly signposted.

Are there any show times that are not attended by children?

There are no specific show times that are solely for adults, however to assist with your planning, our later shows midweek are slightly less popular with families. The most popular family show times are our twilight shows.

Is there food available in the forest?

Yes, we have three areas on site for those who have the munchies offering a selection of hot foods and hot and cold drinks. For more information, take a look at our food page.

How long does it take to walk around the forest?

The walk around the forest from the bus is around 1.8km for one circuit of the event. At a fast pace it takes around 30 minutes, at average walking pace it should take around 60 minutes for a full circuit.

From the disabled parking the circuit is 1.5km.

What about the environment?

The Enchanted Forest retains an independent environmental and wildlife impact assessor to carry out a full wildlife and environmental impact assessment on the show every year.

We have always been keen to ensure that the event has minimal impact on the beautiful environment in which we operate and the wildlife who call Forestry & Land Scotland’s Faskally Wood their home. We are delighted to report that their findings concluded that our team takes all possible measures to minimise impact on the forest environment and that the wildlife in the forest show no signs of being affected by the activities surrounding the event.

Please note: For the safety of visitors to the Show, the Organisers reserve the right to refuse admission and may, on occasions, conduct security searches.

Does the show have security?

For the safety of visitors to the Show, the Organisers reserve the right to refuse admission and may, on occasions, conduct security searches.

You can also download our safety leaflet for further information

Travel

Is the A9 closed for roadworks? Can I still get to The Enchanted Forest?

There are no A9 closures planned for the duration of The Enchanted Forest.

Are there any delays caused by the A9 roadworks?

There are speed restrictions in place between Perth and Pitlochry to protect those working on the carriageway and average speed cameras are also in use. This may slow your journey time down a little bit while travelling in both directions between Perth and Pitlochry. Please allow a little extra time to accommodate this.

How do I get up to date information on how long the journey will take?

The journey times will be advertised on the electronic information boards at either end of the roadworks. The journey time monitor system works on the same system as Google maps which will give you “real time” journey time updates for the entirety of the journey so be sure to check your app or satnav before you set off and follow Transport Scotland on twitter @transcotland for real time updates.

Is there parking on site?

No. With the exception of blue badge holders who will be given specific instructions upon booking, The Enchanted Forest customers should make use of the public parking facilities in Pitlochry. Click on our map for further information.

Your ticket includes transfer to and from the centre of Pitlochry to Forestry Commission Scotland’s Faskally Wood by bus.

Can I take a taxi to the forest?

No, access for private vehicles is restricted to our disabled visitors only. All other visitors must travel to the event on the bus shuttle service.

Where can I park?

Please use the car parks in the town. Click on a map here.

Check out the location map or use the yellow AA signage in town as your guide to the location of car parks.

Can I take a pram/buggy with me as I have small children?

You can, but it must be able to fold up to go on the shuttle bus to the event.

Are there child car seats available on the bus?

You do not require, by law, a car seat on the bus transfer. Everyone is allocated a seat on the bus and babies can be held in your arms for the short duration of the bus trip.

Dogs

Are you allowed dogs at The Enchanted Forest?

No, dogs are not allowed at The Enchanted Forest. The event attracts lots of people and that, combined with very hot lights, electricity cables and loudspeakers situated at curious doggy level can make it too dangerous for our furry four legged friends.

We do allow assistance dogs.

Are assistance dogs allowed at The Enchanted Forest?

Yes, guide dogs for the blind, hearing dogs for the deaf, assistance and emotional support dogs are all permitted. They must be accompanied by the appropriate harnesses and paperwork.

We do ask that you be aware that the site can be busy in places, and that there are very hot lights, electricity cables and loudspeakers often situated at curious doggy level.

Assistance dogs in training are also welcome.

Photography

I am a photographer. Can I use a tripod or monopod on site?

Yes, you are most welcome to bring a tripod or monopod to help with photographing the event. Just be careful not to block any pathways when you’re creating your photographic masterpieces. Please bear in mind that the site closes at 10.30pm so if you want to make the most of your time in the forest, please book an earlier show.

Are there photographer only show times?

No, there are no shows that are solely for photographers. We do ask that you are respectful of other visitors who may not fully understand your need to spend a little more time capturing the perfect shot.

Can I use a drone to film/photograph The Enchanted Forest?

No. Use of a drone on the site of the event, or within a 150 metre radius of the event site, contravenes aviation safety legislation and, to ensure the safety of the general public, we reserve the right to call the police to intervene.

Additional Needs

Is it suitable for elderly/children?

The event has been designed to cater for all ages and abilities, however, care should be taken on paths and they are not suitable for very large buggies. Paths are suitable for some push wheelchairs.

This year we’ve introduced our new Accessibility Bus which may better suit customers who have specific access needs but who do not require disabled parking on site.

Is it suitable for disabled visitors?

The forest is accessible to some push wheelchair users but we recommend you check this site for more detailed information on the walk and gradients to assess whether it is suited to your specific access needs prior to booking.

This year we’ve introduced our new Accessibility Bus which may better suit customers who have specific access needs but who do not require disabled parking on site.

Some aspects of our 2019 show may not be fully accessible to wheelchair users.

For more tips on disabled access and a review of the 2017 show from a wheelchair user click here

What additional access arrangements are in place if I find it difficult to board a coach (steps up), have difficulties with crowds, or do not have a disabled badge but I do have additional access requirements?

New for 2019! Making The Enchanted Forest as accessible as possible to you is very important to us. Our main coach departures are not suitable for everyone, and we have very limited Disabled Parking on site. This year we’ve introduced our new Accessibility Bus which may better suit customers who have specific access needs but who do not require disabled parking on site. Our Accessibility Bus will depart from Blair Athol Distillery at specific times (please see our timetable for more information) and must be booked in advance by phone on 0800 978 8761. Customers will be able to park at the distillery, close to the bus, which has one at least one space that can be used by a wheelchair. Subject to availability.

Are there disabled toilets on site?

Yes, the disabled toilets are located next to the blue badge parking area in the forest. There is also a Mobiloo.  Mobiloo provides an adult changing bed, toilet and hoist for those who need it. The Mobiloo will be situated beside the Portakabin toilets.

I have a disabled car parking space. What time will this be made available to me?

We have a very limited number of disabled parking spaces on site. These MUST be booked prior to arriving. If you do not have a disabled car pass, you will not be admitted to site.

Your disabled parking space is reserved specifically for you and is available all evening on the date shown on your tickets and regardless of the check in time shown on your ticket. Our disabled patrons are welcome to drive to the forest to park in their reserved space any time after 6.30pm.

If you do not have a disabled parking ticket, please contact our box office on 0800 978 8761. Spaces are limited and preference will be given to those disabled patrons who are genuinely unable to travel by bus transport to the event.

You can find more information about disabled parking spaces here

Do you have wheelchairs or mobility scooters on site for public use

No, you will be required to provide your own mobility aids. The site is accessible by most wheelchairs.

Are strobe effects used in the show?

It is not recommended that photo sensitive epileptics attend The Enchanted Forest. While no single source of lighting regularly strobes at high frequency, the volume of light fixtures on site could raise the frequency of light flashes and strobing across multiple sources to a level where it may be considered unsafe for people who are affected by photo-sensitive epilepsy.

Information

Can we bring our own marshmallows to the forest?

To ensure a safe experience, you are only permitted to consume the marshmallows on long skewers sold by our licensed caterers once in The Enchanted Forest.

Can I book my wedding at The Enchanted Forest?

Unfortunately we are unable to hold weddings on site due to restrictions in availability.

Is alcohol permitted at The Enchanted Forest?

You are only permitted to drink alcohol sold by one of our licensed caterers once in The Enchanted Forest. Any alcohol brought onto site will breach our licensing agreement and will be confiscated.

Do you take credit cards at The Enchanted Forest?

Sorry, we are unable to operate card machines remotely in the forest. If you wish to purchase merchandise, food or drink at The Enchanted Forest we recommend you bring sufficient cash. There is a bank machine operated by Bank of Scotland immediately opposite Fishers Hotel in Pitlochry.

Cancellation

What happens if the event is cancelled and how will I know?

The event will only be cancelled in the following circumstances:

When the weather in Pitlochry is perceived to be a danger to the public in the forest (e.g extremely high winds)
A major failure in the electronics system
The event will NOT be cancelled in the following circumstances:

Heavy Rain in Pitlochry – we advise that all visitors dress appropriately for the weather and bring an umbrella.
Heavy Rain in Another Part of Scotland – we advise our visitors to take note of the weather conditions on route to the event and allow ample time for their journey.
Very Cold Weather – we advise that our visitors dress warmly and appropriately for cold weather
The decision to cancel will be made at 11am on the day of the event. Shortly after we will endeavour to contact you either by e-mail or by text and a notice will be posted on the front page of our website.

You should check the web site from mid-day on the day you are going to visit, particularly if extremely high winds or storm conditions are forecast.

If the event is cancelled do I get a refund?

Yes, you will be automatically refunded. If you have any questions about a cancelled show, please email tickets@enchantedforest.org.uk.

If the event is cancelled can I book another date?

If tickets are available then you will be given the option to swap dates.