This year was our second visit to Lapland UK, but sadly, it will also be our last. We were quite disappointed with the customer service, which fell well below our expectations, especially considering the high cost of the experience. As a result, we’ve decided that next year, we’ll be seeking the authentic Lapland experience in Finland instead.
Despite the disappointing customer service, I still firmly believe that Lapland UK offers a fantastic experience that every family should try at least once. However, it’s disheartening to see that my experience of being ignored is shared by others, to the extent that Lapland had to disable comments on their Instagram page—an unprofessional move.
Let’s start with our arrival. Normally punctual, I made a wrong turn which caused us to arrive a few minutes late. Thankfully, it wasn’t a major issue. Upon arrival, our temperatures were checked in the car, we were given Lapland newspapers, and I received a Husky mask. It’s worth noting that masks are mandatory for everyone aged 11 and above, unless exempted.
PRO tip: Have your QR code ready for scanning!
After parking, make sure to note where you’ve parked to avoid the struggle of trying to remember later on, as I did! Following parking, we moved on to the bag checks, although I use the term loosely because the attendant barely glanced inside my bag!
Pro tip: If it’s raining on the day of your visit, wearing wellies is highly recommended due to the muddy terrain you’ll likely encounter.
Next was the check-in process. The attendant handed Little Miss her Lapland Passport, and to my surprise, insisted that I wear a Reindeer mask. I’m not complaining though—I now have two masks!
Next on the agenda is the interactive Elf talk, which precedes the visit to the toy factory. It’s absolutely delightful, and I was relieved to see that the actors weren’t wearing masks, as I believe it would have detracted from the experience. I know it might sound a bit selfish, but they kept their distance from us, so it felt relatively safe.
The social distancing measures in this part were excellent! We were all seated apart, which was a stark contrast to last year when we were all crammed together.
There were quite a few of us in the room, and I couldn’t help but wonder how we would all fit into the toy factory. However, they instructed those wearing reindeer masks to enter first, while those with husky masks were asked to wait. Fortunately, I had both masks, so we were among the first to enter the toy factory.
They actually have specific names, but unfortunately, I forgot them. They’re the ones who escort you to the different activities, and they do wear masks!
Next, we headed to the toy factory where Little Miss had the opportunity to make her own wooden Reindeer. It’s an incredibly adorable activity, and I appreciated the new setup where each family had their own table. I was relieved we didn’t have to share tables like last year!
Afterward, it was time to reunite with Mother Christmas and participate in decorating gingerbread men. Once again, we had an entire table to ourselves, so this time I joined in on the fun 😆 After all, I paid for it, right?
This year, they even let us keep the apron!
After the storytelling session, you’ll be guided to the Elf village, where you’re free to explore until it’s time to meet Father Christmas.
Top tip: Check the back of your official Elf passport for your designated meeting time with Father Christmas!
This is also a good opportunity to use the restroom. Unfortunately, on rainy days, like the one we experienced, the toilets can be quite unpleasant and muddy. It’s worth considering bringing a portable potty if you have one!
Our first stop in the Elf village was Pixie Mixie’s shop, brimming with delectable treats. However, they were quite pricey! I recall last year simply strolling through and browsing, but now all the treats are displayed behind a counter.
Oh boy, let’s talk about the ice skating situation—what a mess! This year, Lapland decided to revamp the way ice skating operates by requiring guests to book time slots for their skating experience.
Initially, they informed everyone that slots could be booked via the app, providing a set date and time. However, this never materialised, leaving everyone in confusion. Several hours later, they finally sent out an email with the link to book, but the website promptly crashed. After much struggle, I managed to access the site, only to encounter an absurdly long wait time. I spent over 24 hours in a virtual queue just to secure our ice skating slot.
It’s utterly ridiculous that Lapland didn’t prioritize those visiting within the next few days for booking. I saw numerous complaints from people scheduled to visit in the upcoming weeks, unable to book their ice skating experience. While some may argue they could have waited closer to their visit date, ultimately, the fault lies with Lapland.
After finally securing a decent time slot, we arrived for our ice skating session only to find an outrageously long queue snaking around the elf village! At that point, I threw in the towel and decided to grab some food instead. It’s disappointing that we didn’t get the full experience, but hey, it is what it is! I refused to let it ruin our day.
Food is crucial, especially on a cold day. I purchased two portions of chips and a hotdog, which set me back £15 +. If you can manage to bring warm food with you, definitely give it a shot!
Don’t miss Elva’s post office—head there so your little one can write a letter to Father Christmas and post it! They even receive a small stamp, making it an incredibly cute experience!
Meeting Father Christmas was a truly magical experience for Little Miss. He engaged with her, discussing her YouTube obsession with Ryan’s World, her Christmas wishes, and more! The interaction didn’t feel rushed at all. Plus, he generously gifted her a Husky plush and a bell, making it even more special. And of course, this is where you’ll capture the adorable photo moment, so be sure to pack those wet wipes!
To personalize your visit with Father Christmas, don’t forget to head to the “manage my booking” section of the Lapland website.
Throughout the experience, I received helpful text messages reminding me of important details, which was greatly appreciated!
At the conclusion of your Lapland UK journey, you’ll have the opportunity to collect your photo with Father Christmas and a special reindeer gift for your little one, all included in the price. While additional images are available for purchase, I opted to pass on those. After all, the entry price already stretched my budget enough!
What I loved:
• Witnessing my little girl’s sheer happiness!
• The well-executed social distanced meet and greets. The actors were exceptional and incredibly friendly, even from a distance!
• The entire experience truly feels magical!
• The diligent enforcement of social distancing measures by staff members.
What I disliked:
•The steep price tag!
• The lack of accessible customer service. Spending over £100 on an experience should warrant access to a customer support line for any issues.
• We missed seeing the Huskies this year.
• The frustrating ice skating experience (as detailed above).
Will we go again?
Absolutely not! While Lapland UK is undeniably incredible, two visits are enough for us. It’s time to invest in some extra warm clothing and embark on an adventure to experience the real deal! ❄️
