The ride reportedly stopped working while customers were left suspended in the air at the popular fair in London.
A video posted on X, formerly known as Twitter, shows a ride with a long rotating arm with seats at either end stuck.
It appears to show customers looking down on the attraction with its games stand floating a few meters away from the ground.
The user claimed people were stuck mid-air for 35 minutes.
The apparent nightmare led to dozens of comments on social media from shocked people.
One person suggested that seeing the horrifying scene led to them cancelling plans to visit.
They said: “Welp, cancelling my plans there for today.”
Another user said: “Naaa, thanks, but no thanks. Too old for this sort of situations. Mulled wine and German sausage baps for me.”
However, other joked that the riders’ money was well spent.
One said: “35 minutes is great value for money tbf.”
Another added: “Lucky them, got their money’s worth.”
The attraction is one of the most visible rides at the huge venue in Hyde Park.
Winter Wonderland is held in Hyde Park every year, and has been dubbed as “the world’s best destination for festive fun”.
Visitors can enjoy rides, games, popular food and drink, shows and Santaland.