Penguin Island Encounter FAQs
How do I buy a Penguin Island Encounter?
To purchase a Penguin Island Encounter simply click on the link ‘Buy Now’ on the Penguin Island Encounter page or call 01244 650 281. You will then receive a gift wallet containing your gift voucher, gift message and everything you need to know about your Encounter.
I am a member. Do I get a discount?
Members and adopters receive a 10% discount on the price of this Experience (phone orders only).
Do I have to pre-book my Penguin Island Encounter?
Your Penguin Island Encounter gift voucher is valid for nine months from the date of purchase. Once you have received your voucher it is essential you pre-book a minimum of four weeks before your visit.
This is so that we can schedule your Encounter with one of our Experience Presenter Keepers. To pre-book your Encounter all you need to do is call our Events team on 01244 650281 and we will sort the rest.
What's included in the price?
Penguin Island Encounters at Chester Zoo offer you the chance to get up close and personal with our colony of Humboldt penguins that play an important role in a European wide breeding programme and support other colonies in other zoos.
As well as meeting these flightless birds, you will have the chance to feed the penguins and ask one of our Experience Presenters Keepers any questions you may have. Your admission to the zoo is also included and you are free to enter at any time within our normal opening hours.
Is there an age restriction?
The Penguin Island Encounter is suitable for adults and children aged five years and over, however, children (5 – 15 years) must be accompanied by a spectating adult paying normal zoo admission (1 adult per 1 child). Children aged 5-10 years must be accompanied onto the Penguin Island by their spectating adult; please be aware that spectating adults will not be able to take part in the Encounter.
Are there any other restrictions?
Regrettably certain guests will be unable to take part including people with epilepsy, relevant phobias or known allergies, pregnant women, and immunocompromised individuals. Whilst every effort is made to accommodate those with a disability or learning difficulty, due to practicality and health and safety this cannot always be achieved, please contact Chester Zoo for advice before purchasing.
Will I have a uniform?
All participants will be issued with wellington boots and special overalls that they can wear over their clothes before entering the Penguin Island. You will also be provided with gloves when handling fish to feed the penguins.
How long does the Encounter last?
The Encounter session will last approximately 30 minutes (some of the time will be spent meeting with the Experience Presenter Keeper and being briefed across the zoo to the Penguin Island).
How many people will be taking part at the same time as me?
There will be a maximum of two people taking part at any one time.
How often will the Penguin Island Encounters be taking place?
There will be one Encounter available on selected days throughout the week (both weekdays and weekends). As availability is limited we recommend you make your booking well in advance. Penguin Island Encounters will not be available on bank holiday days.
Do I get to touch the penguins?
No. Here at Chester Zoo we respect all our animals. Penguins do not enjoy being touched or petted as much as they enjoy the feeding.
Is the welfare of the animals compromised?
Care is taken at Chester Zoo that close encounters are organised so that the welfare of the animals is not compromised. Penguins have the choice of whether to approach the feeding area or not. The collection is maintained in such a way that it is large enough to allow appropriate rotation of individual animals to ensure suitable frequency of use and to allow for rest periods.
What if I become scared of the animals and don’t want to take part?
No one is made to do anything that they do not want to do. If you wish to leave the Experience at any point you are welcome to do so. However, most people find that taking part in the full Encounter is the best way to get the most from the Experience.
Will there be someone qualified with me?
Yes, a qualified Experience Presenter Keeper will be with you at all times to explain and supervise the activity.
Is it dangerous?
The animals you will encounter are habituated to human contact and do not normally display behaviours which pose a threat to visitors. However, it should be recognised by visitors that no animal is absolutely predictable and there is always a small amount of risk of unpredictable behaviour.
Our team will continuously monitor the animals and conduct the Encounter sessions in such a way as to reduce the likelihood of such unpredictable behaviour.
It is a condition of participation in the session that the risks and restrictions have been understood and agreed to. All guests will be requested to clean their hands with hand sterilizer before and after close contact with animals.
Guests will also be asked to thoroughly wash their hands with soap and warm water and will be asked to wear any gloves supplied by staff. When feeding the animals, care must be taken as rocks are slippery, especially when wet.
Do penguins bite?
Penguins will bite and peck if they become irritated.
What happens if the weather is bad?
The weather should not affect the Experience. In cases of severe weather the Encounter may be cancelled and rescheduled for another day.
Will this Experience be available all year round?
Penguin Island Encounters will be available throughout the whole year, including winter months.
Can I bring a guest?
Additional spectators are welcome to come along to watch your Encounter; they will simply need to pay normal zoo admission. Admission tickets can be purchased via our website or on the day in the normal way.
Please note that spectators will not be able to take part in your Encounter in any way.
Will I be able to take photographs?
We recommend that you bring your camera but you must ask permission before you take any photos. This is to reduce the risk of changing the behaviour of the animals taking part in the session.
Why can so few people feed the penguins each day?
Zoo keepers and staff veterinarians carefully monitor all of the animals’ diets to ensure their health.
Can I bring my own food to feed the penguins?
No, zoo keepers and staff veterinarians carefully monitor all of the animals’ diets to ensure their health, so all feed will be provided.
How many penguins will be there be? How much do they eat? How many of them are left in the wild?
Our Experience Presenter Keepers are very knowledgeable and will be on hand during the Penguin Encounter to answer any specific animal questions you may have.
Can I get a refund on my Experience voucher?
Under the Consumer Protection (Distance Selling) Regulations 2000 you have a right to cancel your order and or return an item purchased through the Chester Zoo online shop within 7 (seven) days of delivery for any reason. Chester Zoo will refund your payment card with both the item cost and original posting and packaging cost within a reasonable period of time.
Unfortunately Chester Zoo is not able to refund the cost of return postage and packaging. Please note this does not include the right to return personalised items and admission tickets. A refund can only be made to the purchaser on the same card originally used for payment. A refund can not be given once a booking has been made or on extended, expired or exchanged vouchers.
Any other questions?
If you have a question which is not covered in this list, please email gifts.experiences@chesterzoo.org and we will respond as soon as we can. Please call 01244 650281 if you have any urgent queries on our Penguin Island Encounter.