Accessibility & Additional Facilities

At Hertfordshire Zoo, we are committed to making our zoo accessible and enjoyable for everyone. We recognise that some visitors may require the support of a carer to access our facilities safely and comfortably.

Free Carer Tickets

A free carer ticket is available to guests who cannot visit the zoo independently and require the support of another person to assist them during their visit. Please note the carer must be 16 years or over unless they possess a young carers card.

Each eligible guest is entitled to one complimentary carer ticket. Tickets for any further additional carers can be purchased at our ticket office on the day of visit for a cost of £20.

 Who Qualifies?

Carer tickets are specifically for visitors who require support due to a disability, medical condition, or other access need that makes independent attendance difficult or unsafe.

To qualify, you must present official documentation that confirms your need for support.

 Accepted Evidence (one of the following)*:

• Personal Independence Payment (PIP) – award letter showing Daily Living or Mobility component
• Disability Living Allowance (DLA) – Care or Mobility component
• Attendance Allowance
• Access Card with +1 symbol – issued by Nimbus Disability
• Letter from a medical professional (e.g. GP or consultant), dated within the last 12 months, clearly stating the requirement for a carer to support you during public outings
• Social Services care package documentation confirming formal support needs

 Please note: Documentation must clearly state that you require support or supervision.

*Please note physical documentation must be provided.  Screenshots on mobile devices will not be accepted.

Important Notes

• A Blue Badge or general proof of disability is not sufficient on its own, unless accompanied by one of the accepted documents listed above.
• We do not retain copies of personal documents. Please be prepared to show your evidence upon entry.
• Carer tickets cannot be used without the accompanying guest who requires assistance.
• If you’re unsure whether your documentation qualifies, feel free to contact us before your visit.

Booking a Carer Ticket

Carer tickets can be:

• Booked online (please add a ‘carer ticket’ to your basket and confirm you’ll bring valid evidence), or
• Requested on the day at the gate (subject to providing valid documentation)
• Maximum of 1 carer per transaction.

If you have any questions or access requirements, please email us at info@hertfordshirezoo.com or call 01992 470490 We’re happy to help you plan your visit.

The entire site is accessible for most people, offering level pathways across the Zoo. Our enclosures have glass viewing panels so whatever height you’re at you can get a good look at all our beautiful animals.

We also have ramp access to viewing areas at the Reptile House, Rainforest Exhibition and Land of the Tigers.

We have our Learn & Play Area with play equipment specially adapted for wheelchair users; if you wish to use this facility just mention it to a member of staff.

We also have disabled access toilets situated on the Animal Park and on the main car park (with both right and left handed opening doors). In addition to this, we offer a special access toilet facility with a hoist & bed in the toilets outside the Zoo HQ (again, in the main car park).

ITEMS TO HIRE

• 3x mobility scooters – £25 per day to hire (payment required in advance) – collection point at the Welcome Centre We will ask that you leave your car keys as a security deposit prior to the scooter being released to you
• Wheelchair hire – £10 per day to hire – collection point at the Welcome Centre (returnable deposit required)
• Single stroller – £10 per day to hire – collection point at the Welcome Centre (returnable deposit required)
• Double stroller – £14 per day to hire – collection point at the Welcome Centre (returnable deposit required)

Mobility Scooter Information:

We have a limited number of scooters available so we recommend pre-booking by emailing our team on info@hertfordshirezoo.com (at least 24hrs notice or more is required for pre-booking, you will be required to pay £25 in advance in order to guarantee your Scooter Hire)

Please be aware that until a confirmation from our team is received, an enquiry is not a confirmed booking (due to the high demand).

Mobility scooters are available for hire by those over 18 years ONLY.

A member of our team will spend a few minutes briefing you on the handling of the hired item. You will then be asked to sign a disclaimer.

Please see the disclaimer form you will be required to sign on the day: Mobility Scooter Hire Form

We have various Animal Experiences on offer – most of these are suitable for guests with additional needs, with our Big Cat Feed, Meet the Meerkat and Feed the Lemur experiences accommodating wheelchairs.

Our Parent & Child facilities include food warming areas in both Restaurant Pangea and Tumble Jungle. There are baby changing facilities in the toilet block on the main car park, at the centre of the Zoo itself and at Tumble Jungle.

We also have a separate room where parents can feed their babies in private.

Visitors can use a quiet space in which to pray, with our prayer room being located by Boulders Beach.  If you would like to use this facility please speak to one of our staff members within the Welcome Centre ticket office.

At Hertfordshire Zoo we are committed to making our zoo accessible to all, so as a part of an effort to increase our accessibility for visitors who are blind or partially sighted we have worked with Guide Dogs to deliver training across our site. Unfortunately, due to the nature of our premises we are not able to welcome assistance dogs onsite. This is to ensure not only the welfare of our animals, but also the assistance dog, as it can be a stressful experience for them both. For more information, please refer to BIAZA’s statement on assistance dogs.

However, a number of our staff across all departments have undertaken Sighted Guide training with Guide Dogs UK to ensure that we are able to safely and effectively offer assistance to any visitors who would like it. We encourage you to visit with friends or family who may be able to assist you around the zoo in addition to any support our staff can give you on your journey. If you will be coming to Hertfordshire Zoo and would like some support from one of our trained staff members, please get in touch with us info@hertforshirezoo.com.

Please note we do not accept guided or assistance dogs or any other animal companions due to bio-security measures.

Hertfordshire Zoo is committed to creating a welcoming and inclusive experience for all guests, including those with sensory needs. Our aim is to support every visitor on their journey around the zoo by recognising and responding to a wide range of sensory experiences.

We support guests with sensory processing needs through staff training and by offering a range of supportive resources and clearly signposted spaces across the zoo.

Sensory bags are available on loan from our Welcome Centre. These include helpful items such as a feeling thermometer, fidget toys and noise-cancelling headphones to support visitors during their visit.

Across the zoo, certain areas are signposted to highlight locations that may feature different sounds, smells or lighting levels. This advance notice helps guests plan their visit in a way that feels comfortable and enjoyable for them.