Your questions answered - our Zoos and the coronavirus outbreak

It is with a heavy heart that we’ve closed ZSL London and Whipsnade Zoos at this time.  

But behind the scenes zoo life continues, with our keepers and vets caring for more than 20,000 animals. 

As a charity we rely on our visitors and supporters to run our Zoos and conservation projects. But right now we're asking for your help to care for our animals. 

We know this is an uncertain time for everyone, but any donation, no matter how big or small – whether it feeds one Humboldt penguin or a whole elephant herd – will make a real difference to our animals until we can open our doors once again. 

Please, if you can, donate today:

Donate now

What are you doing to protect your animals?

Our number one priority, as always, is the wellbeing of our animals, visitors and staff.
In line with guidance from BIAZA (British and Irish Association of Zoos and Aquariums), keepers in close contact with animals are wearing facemasks and gloves for food prep and inside enclosures. We are constantly monitoring developments and our expert teams will take every appropriate measure to look after our animals.

I have booked a ticket and am no longer able to visit, can I have a refund?

It is with a heavy heart that we’ve closed ZSL London and Whipsnade Zoos at this time. If you are no longer able to visit, and have booked, we can give you a flexi-ticket so you can visit us any time in the next 12 months, or a refund. Please contact our Supporter Contact team who can help you out.

Can I buy a ticket for a future visit to ZSL London or Whipsnade Zoo now?

Yes you can! Our flexi-tickets are valid any day within 12 months of purchase, so you and your loved ones can have an amazing day out to look forward to, as soon as we’re able to welcome visitors back.

And by buying a ticket now you’ll be helping us to look after our amazing animals while we’re closed to the public.

Buy a flexi-ticket for ZSL Whipsnade Zoo

Buy a flexi-ticket for ZSL London Zoo

I’m a ZSL Zoo member, what does the Zoo closure mean for my membership?

Our family of members is really important to us and your continued support is more vital to us now than ever – for the future of our Zoos as a charity and in keeping our amazing animals here fed, watered and cared for. We thank you for staying with us through these challenging times.
 
As you will not be able to visit the Zoos during the closure, don’t worry, we will automatically extend your membership while we are closed, free of charge.If your Direct Debit membership payment was due in March, we will have processed it on 31 March 2020, but will of course extend your membership during the time of closure for free. From 1 April 2020 until further notice, we will be pausing all membership renewal payments. So there is no need to cancel your Direct Debit, as we will ensure you receive the full 12 months access to the Zoos for unlimited wonder-full days out. 
 
For any specific questions, or if you would like to waive your membership extension to support our vital work during these challenging times, please get in touch with our friendly Supporter Contact team at membership@zsl.org. Please be patient at this time of heightened demand and we will be in touch as soon as we can.

I’ve booked for Hullabazoo, what do I do now?

Following Government guidelines, Hullabazoo Indoor Soft Play is closed until further notice. If you have booked a session or a party with us, we will be in touch to offer a full refund shortly.

I have an experience booked at ZSL London or Whipsnade Zoo, what should I do?

In the present circumstances we have taken the decision to postpone the following experiences at our Zoos until 1 June 2020.

ZSL London Zoo

  • London Zoo Lodges
  • Caterpillar Camping
  • BedBUGS
  • Keeper for a Day
  • Junior Keeper for a Day
  • Photography workshops
  • Meet the Monkeys
  • Zoo Academy
  • Junior Zoo Academy
  • Behind Tiger Territory
  • Meet the Meerkats
  • Meet the Penguins
  • Meet the Giraffes
  • Friendly Spider Programme (postponed until July 2020)

ZSL Whipsnade Zoo

  • Lookout Lodge
  • Nature Night Camping
  • Keeper for a Day
  • Zoo Academy
  • Junior Zoo Academy
  • Zoo Explorers
  • Meet the Giraffes
  • Meet the Lions
  • Meet the Tigers
  • Meet the Elephants*

We know this is disappointing for those who have booked but thank you for your understanding as we adapt in these unprecedented times. All postponed experiences can be rearranged up to 31 December 2021, so we look forward to seeing you in the not-too-distant future.  If you have a voucher for an experience, we are happy to extend vouchers that are active during April and May for an additional six months from the end of its current expiry date. To book your experience, please email us at experienceenquiries@zsl.org.

We will continue to follow Government advice and update those who have booked if things change.

We would really like to help in any way we can, so please email experienceenquiries@zsl.org to discuss your booking or any further questions you may have. 

*If you have booked a Meet the Elephants experience, as we are fully booked for the rest of 2020, you will be offered a full refund.


 

 

My school has an Education session booked, will it still go ahead?

In line with Government guidelines, all booked Education sessions at ZSL London and Whipsnade Zoos have been stopped until further notice. We’ve made every effort to contact and rearrange with the schools that have booked, but do get in touch if you have any questions about a booking, please email schools@zsl.org.

The ZSL education team are offering free digital outreach sessions from the Zoo on a range of topics – to find out more please email learning@zsl.org.
 

Can I still visit ZSL Library?

ZSL’s Library is currently closed. If you have borrowed books we will be automatically renewing your loan, so please don’t worry. There’s no need to attempt to return your books at the moment.

I have a venue booked, what do I do?

We have attempted to contact everyone who has made a booking over the next three months but if you have any questions, please email venuehire@zsl.org and the team will be happy to help. 

How can I support ZSL during these challenging times?

As a charity that seeks to inform, inspire and empower people to love animals and work towards a world where wildlife thrives, we rely on donations and visitors to our Zoos. Without the help of our supporters we couldn’t look after the over 22,000 animals here at ZSL London and Whipsnade Zoos, or carry out our conservation work protecting wildlife around the world. 

We know these are uncertain times for everyone but if you can support us, no matter how big or small, you will be making a real difference to the lives of animals and helping us to run our Zoos in challenging times. If you’d like to help please donate here and join us on our journey to protect animals for future generations.

Or why not buy a flexi ticket for ZSL London or Whipsnade Zoo? They’re valid any day within 12 months of purchase. By buying a ticket now you’ll be helping us to look after our amazing animals while we’re closed to the public, and you and your loved ones will have an amazing day out to look forward to when we’re able to welcome visitors back.


From all of us at ZSL, we wish you well; look after each other, love your local wildlife, and we hope to see you soon. 
In the meantime, stay in touch and keep up with what our animals get up to on our Twitter feeds @zsllondonzoo & @zslwhipsnadezoo.
 

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