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Santa, Live from Lapland FAQ's

Please find below our Santa, Live from Lapland FAQ's:

 

What will I need to make the video call?

You will need to have an account with either Skype, Microsoft Teams or Zoom. When booking, you will need to tell us which platform you would prefer to use and provide the relevant email address and phone number which is associated with that account. Please ensure the accuracy of the details you provide, we cannot be held responsible for any inaccurate or incomplete details.

If you do not use any of these platforms, you will need to set up an account before booking your time slot. You can register for a free account on any of the three platforms – Skype, Microsoft Teams or Zoom – depending on what your preference is.

The minimum requirement for the internet speed for the video call is: 8 Mbps download / 1.5 Mbps upload. Please ensure your internet speed is fast enough before booking. 

Will the call be pre-recorded or live?

The video will be coming live from Lapland, and will not be from a studio in the UK.

When can I book a call?

You can book a call between 12th and 27th December 2020. During the week we have a number of afternoon and evening slots, and during the weekend there are slots throughout the day. 

Please visit our booking page for the most up to date availability. Time slots are limited, so we recommend booking early as we expect to fill up quickly.

How much does a call cost?

The calls cost from £85 per family. Please visit our booking page for pricing based on you preferred date and time.

How many can be on the call?

We want to ensure that every child has enough time with Santa, ensuring they have a magical and personal experience with him. With this in mind, we recommend 2 adults and a maximum of 4 children per family. If there are more than 4 children, another slot would need to be booked for them as per our terms and conditions. 

Can I personalise the call?

Yes, when you book your time slot you’ll be able to add in information about your child to make the call personalised, such as a favourite hobby and what they want for Christmas. Santa will endeavour to reference everything that is provided on the call, however we cannot guarantee it will all be included.

Please ensure you have this to hand when you’re ready to book your time slot, as you will need to add this at the booking stage.

How long will the call last?

You will be on the call for up to a maximum of 15 minutes. Once the allotted time is up, Santa and his helpers will say goodbye and the call will end. The call will be a natural conversation utilising the personalisation given at the time of booking.

How do I join the call?

We will call you at your confirmed time slot, so it’s important that you provide us with your correct Zoom, Microsoft Team or Skype details at the time of booking. Please ensure you use the email address that is associated with your account and that the details you provide are accurate. We cannot be held responsible for any inaccurate or incomplete details.

Santa is very busy at this time of the year, so we recommend being ready at least 5 minutes before your call is due to start.

What happens if I have a technical issue before or during the call?

We strongly advise you to test your internet connection before the call to ensure it’s working correctly. Should you have any issues during the call, our helpers will try their hardest to ensure you’re still able to chat with Santa. However, please note, that we cannot provide you with more additional time beyond your agreed time slot.

If the technical issue cannot be resolved within the call duration, then the live video call will end. We will not be able to reschedule as Santa’s diary is very busy at this time of the year, and no refund or compensation will be provided as per our terms and conditions. If you wish, you may book another time slot, however this will be at your own cost and subject to availability.

How will you ensure the video call is safe?

We take the safety of all our customers very seriously and as a result, we require a minimum of one adult parent or guardian of the child/ren to be present throughout the duration of the call. Santa and his helpers are part of the Official Santa Claus of Finland company provided by our live call supplier. They are required to strictly follow the criteria of Finland's Ministry of Trade and Industry Santa Claus Handbook to ensure the highest quality. The Santa on the call will handle his duties with the utmost sincerity and the ultimate care. All of Santa’s helpers are carefully selected and attend a wide-range of training, from language studies to child psychology and the Christmas traditions of different nations.

Will I be able to have a recording of the video call?

We take the safety, privacy and protection of all our customers very seriously and due to safeguarding reasons, we will not permit the recording and filming of the live video calls.

What happens if we are late or we miss the call?

It’s very important to make sure you’re ready for your call at least 5 minutes before your scheduled time. Should you be late to the call, Santa's helpers will do their best to contact you, however if they cannot reach you the call will be deemed as cancelled. We will not be able to reschedule as Santa’s diary is very busy at this time of the year, and no refund or compensation will be provided. If you wish, you may book another time slot, however this will be at your own cost and subject to availability.

 

 

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