Lapland UK Faces Backlash Over BSL Access After Distressing Christmas Experience
There’s been growing criticism around Lapland UK after a Deaf British Sign Language user described a Christmas visit as distressing and deeply upsetting, raising serious questions about accessibility at one of the country’s most popular festive attractions. The experience, which is marketed as magical and inclusive, was said to have fallen painfully short for several Deaf families who attended in November.
The concerns were raised by Deepa Shastri, a BSL consultant and presenter, who visited Lapland UK in Ascot with a group of six families. The visit was initially meant to take place on a so-called “Superstar Day,” which is promoted as quieter and better suited for guests with additional needs, including access to BSL interpreters. However, that date wasn’t workable due to school and work commitments, and an alternative arrangement was reportedly promised but never properly organised.
As a result, all six families were left competing with thousands of others to secure tickets for the same day. Eventually, tickets were booked for 16 November, but at different time slots. These bookings were later moved to the same time so that a BSL interpreter could be arranged, which at first seemed like a positive step.
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The experience itself lasts around four and a half hours and begins with a highly scripted theatrical performance. An interpreter was reportedly present for part of this section, but even then, access was said to be awkward. Deaf families were forced to rush for seats with a clear line of sight, while hearing guests were asked to move, creating uncomfortable moments for everyone involved.
The most painful issue, though, came at the heart of the experience: the visit to Father Christmas. According to Shastri, no BSL interpreter was provided for this final and most memorable moment. Deaf adults and children were left without access to what was being said. In one particularly upsetting instance, a hearing child was asked to interpret Father Christmas’s words so that Deaf children could understand.
It was described as inappropriate and emotionally distressing, with the magic of the moment effectively taken away. Shastri has since stressed that true accessibility cannot be achieved by offering partial solutions. Instead, she believes access needs to be designed into every stage of an experience, with Deaf-led expertise guiding those decisions.
Lapland UK has acknowledged the upset caused by the lack of sign language access during the Father Christmas visits and has said accessibility will be reviewed for future events. However, no refund was offered, and priority booking for next year was suggested instead, a response that has been criticised as adding insult to injury.
For many, this situation has highlighted a wider issue: accessibility is not just about intention or marketing promises, but about ensuring no one is excluded from moments that are meant to be joyful and unforgettable.
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