Response from the owner - 4 months ago
Thank you for your feedback.
From my understanding you were evacuated from the Aquarium for your own safety due to a fire alarm. After being given the all clear you were allowed to return back into the aquarium but you chose not to.
365Tickets were happy to refund the value of your ticket however as we have paid the supplier for your tickets the Aquarium did not agree to refund your ticket purchase as you had the opportunity to enter the Aquarium again but you chose not to go in.
We are aware they also offered you free tickets instead of a refund to go back at a time which is better for you on top of the Free Tower Bridge tickets you received from 365Tickets as part of your original booking which I believe you made use of.
We always try to accommodate our customers the best we can but have to work closely with attractions and stick by what they say.