MERLIN ANNUAL PASS
FAQS

Everything you need to know about Merlin Annual Pass, Pass types, Events and how to contact us to find out more!

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  • BIG NEW YEAR SALE
    • When does the sale end?

      The BIG NEW YEAR SALE starts at 10am on Sunday the 1st January 2017 and will end at midnight on the 13th February 2017 online and at 5pm on the 13th via the phone lines.

      Please check phone line operating times before calling.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Where can I purchase a Pass at the sale price?

      You can purchase your Merlin Annual Passes at the sale price by visiting our website www.merlinannualpass.co.uk, calling an experienced wizard on 08444 77 4444 (calls cost 13p per minute) or visiting one of our attractions. Please note that each attraction do have limited opening hours over the seasonal period.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • What are the opening times for the Merlin Customer Service Centre during the January sale?

      Our phone lines are open 9am-5pm daily by calling 08444 77 4444 (call cost 13p per minute).

      Our phone lines will close on Friday 23rd December at 13:30pm and reopen on Wednesday 28th December until Friday 30th December from 10:00am - 15:00pm.

      Please note our phone lines will close on January 1st and then return to normal opening hours on the 2nd January from 09:00-17:00pm

      The Merlin Customer Service Centre will close at 3pm on weekends

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • When can I pick up my Merlin Annual Pass at Resort Theme Parks?

      Chessington World of Adventures

      Throughout our closed periods there will be select opening times at the Resort where you can collect your Merlin Annual Pass.

      Click here

      Alton Towers Resort

      Throughout our closed periods there will be select opening times at the Resort where you can collect your Merlin Annual Pass.

      Click here

      THORPE PARK Resort

      Throughout our closed periods there will be select opening times at the Resort where you can collect your Merlin Annual Pass.

      Click here

      Legoland® Windsor Resort

      Throughout our closed periods there will be select opening times at the Resort where you can collect your Merlin Annual Pass.

      Click here

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • My pass dosen't expire yet can I still purchase to get the sale price?

      Passholders are able to renew their passes at any time throughout their Annual Pass period and so it is possible to renew your passes to benefit from the sale prices. We would strongly recommend when renewing your passes that you do this at your home attraction. Should you wish to choose another attraction please note that you will need to take your current Merlin Annual Pass with you. Please note time can only be carried over to your Merlin Annual Pass when renewing into the same pass type.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • 2017 Privilege Pack

      Is there still a Privilege pack with the 2017 Premium Merlin Annual Pass?

      All Premium Merlin Annual Passholders will still receive their Premium Privilege pack when purchasing in 2017.

      What is the Privilege pack?

      Our privilege packs are an additional benefit to the Premium Merlin Annual Pass that include extra perks that you can use throughout the year at our attractions.

      What is in the Privilege packs?

      • The 2017 Privilege pack contains an exclusive Premium Merlin Annual Pass lanyard
      • A £5 off Fastrack voucher for Chessington World of Adventures Resort
      • A £5 off Fastrack voucher for Alton Towers Resort
      • A £5 off Fastrack voucher for THORPE PARK Resort
      • Share the fun vouchers – Bring 3 friends along for just £15 each to experience the fun in our magical worlds! Exclusive POP Badge

      How do I use the content of my Privilege pack?

      Simply take your £15 Share the Fun vouchers to the admissions area for the attraction of choice with your valid Premium Merlin Annual Pass for your friend to gain entry for just £15. To redeem your £5 off Fastrack Voucher take this to the corrosponding attraction Fastrack Kiosk and hand it in. Your lanyard, and Pop badge is for the Premium Passholder to wear with pride! Your cardholder attaches to your lanyard that holds your Merlin Annual Pass.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Am I entitled to the Renewal Rates?

      Passholders are able to renew their passes at any time throughout their Annual Pass Period and up to 8 weeks after expiry. After this time under no circumstances can a Passholder purchase a Merlin Annual Pass at the Renewal rates.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • If I purchase in the January sale do I get access to the Holiday Club?

      All Passholders will be automatic members of the all NEW Merlin Holiday Club. The Merlin Holiday Club is your exclusive Club helping you make your special day into a special stay. Giving you the chance to grab great deals at our fantastic resort hotels before anyone else. That’s right, as a Passholder we’ll help you get the short breaks you want at great rates before we open them to the general public.

      For more information and to book please visit www.merlinholidayclub.co.uk

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
  • Standard Annual Pass 2016/2017
    • What's included

      The Standard Merlin Annual Pass gives you 12 months’ entry into Worlds of FUN! With the lowest price of all our Passes, it is perfect for our savvy wizards who command maximum value! Click here to discover more about our Standard Annual Pass.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Exclusions

      There are certain exclusions for the Standard Annual Pass:

      • No entrance into any of Merlin’s Central London attractions during the month of August: The London Dungeon, SEA LIFE London Aquarium, DreamWorks Tours Shrek’s Adventure! London, Madame Tussauds London, and The Coca-Cola London Eye.
      • No entry to Madame Tussauds (London), the Coca-Cola London Eye, SEA LIFE London Aquarium, DreamWorks Tour Shrek’s Adventure! London and the London Dungeon including but not limited to December 26th 2016, December 27th 2016, January 1st 2017, January 2nd 2017, 14th April 2017, 17th April 2017, 1st May 2017, 29th May 2017, 26th December 2017.
      • No entry to the London Eye on 14th February.
      • No entry to the London Dungeon from 28th October to 29th October 2016 (inclusive) and 28th October to 31st October 2017 (inclusive).
      • Secondary attractions at Warwick Castle including, but not limited to, the Castle Dungeon will be subject to additional charges. Secondary attractions/events at THORPE PARK Resort Theme Park including, but not limited to, Fright Nights, Summer Nights and Ministry of Sound.
      • Parking not included for Standard Passholders at any attraction.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Upgrades

      You can upgrade to a Premium Annual Pass at your Home Attraction. There is an upgrade fee of £50 per person and the upgrade will apply to the remaining time left on your Pass.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Family Passes

      Foster Parents

      Families who foster children are able to transfer the named passholder to a new foster child once within the years validity of the pass, should a foster child depart the family and another foster child joins. For more information on what is required please contact info@merlinannualpass.co.uk

      Constitutes a Family Pass

      Within a Family Pass you are able to have a maximum of 3 adults who are aged over 12 years. For example if you are purchasing a family of 4 you are able to have a maximum of 3 adults and one child under the age of 12. You can have a mixture that will suit your family needs.

      If my child will turn 12 during the lifetime of their Pass, will they be classed as an adult?

      The age of the child at the time of purchase is the one that is recognised. Therefore, if your child is currently 11 and will turn 12 during the lifetime of their Pass, they will be classed as a child until it comes to renew your Passes after the 12 months.

      All 12 years and above

      If there are three or more adults in your party, the best option would be to purchase a Family of 3 Pass, and purchase the remaining as individuals.

      Family of 6 or more

      At the time of purchasing your Passes you will need to select two Families of 3. Please note that you are unable to have more than 3 adults within a family size who are over the age of 12.

      Child Pass

      There is no set age a child requires a Merlin Annual Pass from. However we do provide the following advice:

      If your child is 3 years or over at the time of purchasing your Passes OR will turn 3 during the life of your Passes we recommend you purchase a Pass for them, this is because children aged 3 or over are required to pay admissions when entering Chessington World of Adventures Resort Theme Park, THORPE PARK Resort Theme Park, Alton Towers Resort Theme Park, Warwick Castle, DreamWorks Tours Shrek’s Adventure! London, the London Dungeon, the Coca-Cola London Eye, LEGOLAND® Windsor Resort Theme Park, LEGOLAND® Discovery Centre (Manchester), the Blackpool Tower Eye, the Blackpool Tower Dungeon, SEA LIFE London Aquarium, Jurassic Skyline and SEA LIFE Centres and Sanctuaries.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
  • Premium Annual Pass 2016/2017
    • Privilege Pack

      What does the Privilege Pack contain?

      The 2017 Privilege pack contains an exclusive Premium Merlin Annual Pass lanyard,
      A £5 Fastrack voucher for Chessington World of Adventures Resort,
      A £5 Fastrack voucher for Alton Towers Resort,
      A £5 Fastrack voucher for THORPE PARK Resort,
      Share the fun vouchers – Bring 3 friends along for £15 each to experience the fun in our magical worlds!
      Exclusive pop badge.

      When do I receive my Privilege Pack?

      If you have chosen to collect your Premium Merlin Annual Passes from your Home Attraction, then your Privilege Packs will be given to you when your Passes are issued. If you have opted to have your Passes delivered to you, your Privilege Packs will be posted out at the same time.

      How many times can I use my Share the Fun/ Fastrack vouchers?

      Each voucher can be used once.

      Receiving my Packs

      If you have chosen to collect your Premium Merlin Annual Passes from your Home Attraction, then your Privilege Packs will be given to you when your Passes are issued.

      If you have opted to have your Passes delivered to you, your Privilege Packs will be posted out at the same time.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • How does free parking work?

      Free parking is available at THORPE PARK Resort, Chessington World of Adventures Resort, Alton Towers Resort, LEGOLAND Windsor Resort and Warwick Castle. On the day of you visit you will simply need to scan your Premium Merlin Annual Pass at the barrier at the time of exit.

      Premium Pass parking at Warwick Castle is only available in the Statford Road Car Park and is subject to availability

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Restrictions

      Enter 32 of our attractions as a Premium Annual Passholder with no restrictions (other than attraction opening calendars, of course!) Please note that for special events additional charges may apply.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Family Passes

      Foster Parents

      Families who foster children are able to transfer the named passholder to a new foster child once within the years validity of the pass, should a foster child depart the family and another foster child joins. For more information on what is required please contact info@merlinannualpass.co.uk

      Constitutes a Family Pass

      Within a Family Pass you are able to have a maximum of 3 adults who are aged over 12 years. For example if you are purchasing a family of 4 you are able to have a maximum of 3 adults and one child under the age of 12. You can have a mixture that will suit your family needs.

      If my child will turn 12 during the lifetime of their Pass, will they be classed as an adult?

      The age of the child at the time of purchase is the one that is recognised. Therefore, if your child is currently 11 and will turn 12 during the lifetime of their Pass, they will be classed as a child until it comes to renew your Passes after the 12 months.

      All 12 years and above

      If there are three or more adults in your party, the best option would be to purchase a Family of 3 Pass, and purchase the remaining as individuals.

      Family of 6 or more

      At the time of purchasing your Passes you will need to select two Families of 3. Please note that you are unable to have more than 3 adults within a family size who are over the age of 12.

      Child Pass

      There is no set age a child requires a Merlin Annual Pass from. However we do provide the following advice:

      If your child is 3 years or over at the time of purchasing your Passes OR will turn 3 during the life of your Passes we recommend you purchase a Pass for them, this is because children aged 3 or over are required to pay admissions when entering Chessington World of Adventures Resort Theme Park, THORPE PARK Resort Theme Park, Alton Towers Resort Theme Park, Warwick Castle, DreamWorks Tours Shrek’s Adventure! London, the London Dungeon, the Coca-Cola London Eye, LEGOLAND® Windsor Resort Theme Park, LEGOLAND® Discovery Centre (Manchester), the Blackpool Tower Eye, the Blackpool Tower Dungeon, SEA LIFE London Aquarium, Jurassic Skyline and SEA LIFE Centres and Sanctuaries.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
  • Before you buy
    • How to Purchase

      You can collect your Annual pass:

      At one of our Attractions

      Online at www.merlinannualpass.co.uk, or one of our attraction websites,

      Over the phone with an experienced wizard on 08444 77 4444 (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      When making your online order you will simply need to choose ‘collection’ as your delivery option. Passes purchased over the phone can only be collected from your Home Attraction. (Please be sure to check opening times before visiting.)

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Home Attraction

      Your Home Attraction is where your Passes were originally issued from. They hold record of your details and in order to upgrade your Pass or have a Pass reissued you will need to revisit this attraction. For this reason we advise that you choose an attraction close to your home, or one that you plan to visit the most.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Print and Post service

      You will simply need to upload your photos through the online process and select the delivery option. Please note that if you select this option then your Passes will be activated at the time of issuing. Taking delivery time into account, We will add another 7 working days to your passes, as they can take anywhere between 7 and 10 working days to arrive. You will still need to choose a Home Attraction for your Passes. Renewals cannot be posted out and must be collected from your chosen attraction.

      What is express print and post?

      Express print and post is a paid for delivery option available to guests when purchasing through select attractions online with a delivery of 1-3 working days. From time to time express print and post will not be available for selection due to high demand. Should you wish to have express print and post please check back at a later date where this option may be available.

      How much is express print and post?

      Express print and post is £10 per order and has a delivery time of 1-3 working days from purchase.

      Do I have to pay for print and post?

      Express print and post is an additional cost of £10 per transaction however we do also offer a free print and post service. Both of these options are available at the point of purchase.

      Is it per order or per pass?

      The £10 charge is a flat rate fee based and is charged per transaction.

      What attractions offer express print and post and print and post?

      THORPE PARK Resort, Madame Tussauds London, Coca-Cola London Eye, SEA LIFE London Aquarium, London Dungeons, Alton Towers Resort, LEGOLAND® Windsor Resort, Chessington World of Adventures Resort, SEA LIFE Centre Birmingham, SEA LIFE Scarborough, SEA LIFE Weymouth, York Dungeon, Edinburgh Dungeon and DreamWorks Tours: Shrek’s Adventure! London all offer print and post and express print and post.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Collection

      Documentation / information needed

      Your online/phone confirmation reference number,

      The debit or credit card you used to make payment,

      Some other form of photo identification, i.e. Driving License or passport

      Card Holder will not be present

      You will be unable to collect your pass from an attraction without the cardholder present.

      All family members

      We do advise that all family members be present when collecting Passes, however if this is not possible you will be required to take along a clear, passport style photograph (not on the screen of a device). This will allow the team member to create the Pass. Please note that all members will need to be present if collecting your Passes at The London Eye as they are unable to accept photographs.

      How long do I have?

      You will have 6 months from the day of purchase in which to collect any new or renewed Pass. The 12 months will not start until your Passes have been collected.

      Can I change the attraction I am collecting from?

      You are able to change the location of your collection point. In order to do this you will be required to call an experienced wizard on 08444 77 4444 (calls cost 13p per minute plus network extras, 9am-5pm).  In order to change the location our team will need to book you in for the attraction you wish to collect from now and refund your online order.

      Do I have to wait till my current Merlin Annual Passes expire or can I collect my renewals early?

      If you want to collect your Passes now before your current pass expires- you can, the time left on the current Pass will be transferred to the new Pass provided you are not upgrading from a Standard Merlin Annual Pass to a Premium Merlin Annual Pass or downgrading from a Premium Merlin Annual Pass to a Standard Merlin Annual Pass.

      When do my Merlin Annual Passes start from?

      If you pre-order your passes you have the option of collecting or having your passes sent out to you. When your passes are put down for collection they then will not be activated until the day you collect them.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Family Passes

      Foster Parents

      Our Merlin Annual Passes are specifically detailed with the name and photo of the person who is allowed to use that Pass. The Passes are therefore not interchangeable between different people.

      Constitutes a Family Pass

      Within a Family Pass you are able to have a maximum of 3 adults who are aged over 12 years. For example if you are purchasing a family of 4 you are able to have a maximum of 3 adults and one child under the age of 12. You can have a mixture that will suit your family needs.

      If my child will turn 12 during the lifetime of their Pass, will they be classed as an adult?

      The age of the child at the time of purchase is the one that is recognised. Therefore, if your child is currently 11 and will turn 12 during the lifetime of their Pass, they will be classed as a child until it comes to renew your Passes after the 12 months.

      All 12 years and above

      If there are three or more adults in your party, the best option would be to purchase a Family of 3 Pass, and purchase the remaining as individuals.

      Family of 6 or more

      At the time of purchasing your Passes you will need to select two Families of 3. Please note that you are unable to have more than 3 adults within a family size who are over the age of 12.

      From what age should I purchase my child a Merlin Annual Pass?

      There is no set age a child requires a Merlin Annual Pass from. However we do provide the following advice: If your child is 3 years or over at the time of purchasing your Passes OR will turn 3 during the life of your Passes we recommend you purchase a Pass for them, this is because children aged 3 or over are required to pay admission when entering most of our attractions. For all heights and ages at our attractions please see number 34. of the terms and conditions here:

      I didn't purchase a pass for my child in 2015 as they were under the height restriction and now you have changed it. What do I do?

      Although the height restrictions are no longer applicable at our Resort Theme Parks and Warwick Castle, any Merlin Annual Passholder that purchased their pass in 2015 will still be able to access the attractions subject to the 2015 Terms and Conditions. Please note that should you choose to renew your Merlin Annual Passes in 2016 these terms and conditions will have changed.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
  • Renew or Upgrade
    • When can I renew?

      You can renew your Pass at any time within its 12 month validity, and up to 8 weeks after it expires.

      Please note that you have up to 6 months from purchase to collect your new pass. Should you choose to renew early please remember you are buying into the current year pass terms and benefits.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • How can I renew?

      You can renew your Annual pass:

      At one of our Attractions,
      Online at www.merlinannualpass.co.uk, or one of our attraction websites,
      Over the phone with an experienced wizard on 08444 77 4444 (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)
      Renewals cannot be posted out and must be collected from your chosen attraction. (Please be sure to check opening times before visiting.)

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Adding an additional family member at the time of renewal

      We understand that families grow and change! This can be done online at www.merlinannualpass.co.uk, over the phone with an experienced wizard on 08444 77 4444 (Lines open daily from 9am-5pm. Calls cost 13p per minute, plus network extras) , or in person at your chosen attraction. Please note this can only be done at the time of renewal and not during the year and a maximum of two guests can be added to your purchase.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Types of renewal avaliable

      Attraction Annual Pass to a Merlin Annual Pass

      You can do so either at an attraction, online, or over the phone and simply take along your attraction Pass when you collect your Merlin Annual Passes to show that you qualify for the renewal rates.

      Standard Annual Pass to a Premium Annual Pass

      You will be able to renew to a Premium Annual Pass with the renewal rates if you currently hold an Annual Pass with us. You will simply need to take your old Passes along with you when you come to collect.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Upgrades

      You can upgrade to a Premium Annual Pass at your Home Attraction. There is an upgrade fee of £50 per person and the upgrade will apply to the remaining time left on your Pass. *Excludes Chessington Annual Passes

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
  • Perks
    • Friends and Family discount

      We offer a discount of up to 50% off entrance tickets for friends and family members of Merlin Annual Passholders at most of our attractions. Tickets need to be purchased over the phone on 08444 77 4444 (Lines open daily from 9am-5pm, calls cost 13p per minute plus your standard network access charge.) at least 24 hours before your visit (limit of 5 tickets per attraction)

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Drinks Capsule

      All of our Passholders are able to purchase a Drinks Capsule for £1.99, with each refill costing just 75p thereafter

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Hotel Discounts

      Reveal the marvellous discounts here

      In 2017, we will be introducing our Merlin Holiday Club designed to help Merlin Annual Passholders turn special days into special stays. We'll be in touch soon with the details. Look out as the first offer is coming soon. If you currently don’t receive our emails but would like to subscribe here.

      Find out more about all of our hotels and offers by visiting our Holiday club page.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
  • Disabled Passholders
    • Ride Access Pass

      What is a Ride Access Pass?

      A Ride Access Pass allows any Passholder who cannot stand in queues for long periods of time to access the ride via the exit. Please note that each attraction has a different Ride Access Policy, so you will be required to seek further advice from the attractions directly.

      How is the Carer’s Pass and Ride Access Pass different?

      The Carer’s Pass will allow normal entrance into any of our attractions, whilst the Ride Access Pass allows certain Passholders to avoid long waiting periods.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Carer Pass

      Documentation/Information needed

      In order to claim your Carer's Pass you would be required to arrive at your home attraction along with a DLA Letter / Blue Badge or GP Letter.

      Carer Pass information

      The carer's Pass is issued to disabled guests and carers' Passes will have the name, date of birth and a photo of the disabled guest. The carer’s Pass cannot be used without the named Disabled Passholder being present.

      Uses of a Carer Pass

      A carer’s pass can be used by another family or friend who is over the age of 14 years. To use the carer’s Pass, the carer must be with the disabled guest.

      Does my carer receive a Privilege pack?

      The privilege pack will only be given to the Premium Passholders and will not be available for carer Passholders.

      2:1 care

      If you require 2:1 care you will be required to send a GP or Specialist letter to the team at info@merlinannualpass.co.uk, which would need to confirm that the disabled Passholder does need this special care. Once this has been authorised by the team, you will be sent a letter which will allow you to collect a second carer’s Pass from you home attraction.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Disabled Guides

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
  • Third Parties & Charity
    • Corporate offer

      Each company will have a unique quote code, which you can get from your HR department. Once you have the code, simply call an experienced wizard on 08444 77 4444 (Lines open daily from 9am-5pm, calls cost 13p per minute plus your standard network access charge.) and they will be more than happy to help you begin your magical adventure! View our Corporate Discounts page here

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      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Charity request

      Merlin is committed to making a difference and we focus the majority of our charitable activity through our own two charities; Merlin’s Magic Wand Children’s Charity and the SEA LIFE Trust. Merlin’s Magic Wand provides magical experiences for children who are seriously ill, disabled or disadvantaged and who might not otherwise be able to attend any of our attractions worldwide. SEA LIFE Trust develops and supports projects and campaigns that make a measurable difference to the protection of marine wildlife and habitats.

      As a result of the large number of requests we receive we are unable to offer support for fundraising events through the Merlin Annual Pass and the Merlin’s Magic Wand Team. Each of our Merlin attractions support a select number of very local causes, so if you have a Merlin attraction in your area, we suggest contacting them directly.

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      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Tesco

      Tesco Clubcard Tokens

      If you have exchanged your Clubcard points directly with Tesco and have been sent a Tesco Token, you will simply need to take the Token to one of our attractions and exchange it for a Standard Merlin Annual Pass.

      Tesco Clubcard Token Entitlement

      If you have points to redeem against a Merlin Annual Pass you will receive a Standard Individual Merlin Annual Pass. You can choose to upgrade to a Premium Pass when you exchange your voucher or at any point during the life of your Pass for £50 per person. Please note you will need to return to your home attraction in order to upgrade

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      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Nectar

      If you have points to redeem against a Merlin Annual Pass you will receive a Standard Individual Merlin Annual Pass. You can choose to upgrade to a Premium Pass when you exchange your voucher or at any point during the life of your Pass for £50 per person. Please note you will need to return to your home attraction in order to upgrade.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Blue Peter

      Please note that with effect from 1st January 2017 Blue Peter Badges will no longer be accepted for entry to any Merlin Entertainment attractions. We regularly review all of our partnerships and there will be other Merlin partnerships coming in 2017.

      Are there any promotions valid with the Merlin Annual Pass?

      We offer a discount of up to 50% off entrance tickets for friends and family members of Merlin Annual Passholders at most of our attractions. Full details for friends and family tickets can be found on our Perks page.

      My child used to use a Blue Peter Badge, how do I purchase a Merlin Annual Pass for them?

      We understand that as you will not be able to use the Blue Peter Badge in 2017 you may wish to purchase a Merlin Annual Pass for the badge holder. You can purchase an additional Merlin Annual Pass which can be done online at www.merlinannualpass.co.uk, via an experienced wizard over the phone on 08444 77 4444 (Lines open daily from 9am-5pm. Calls cost 13p per minute, plus network extras), or in person at your chosen attraction. Alternatively, you are able to add an additional two guests at the time of your renewal.

      Please note that Blue Peter Badges are only accepted until 31st December 2016.

      How do we get the family rate for that additional pass?

      If the Blue Peter Badge holder is eligible for the family rate please take the Blue Peter Badge and Badge Winners Card to your home attraction, along with your current Merlin Annual Passes. However, please be aware that your renewals may not be in sync, if you would like all your passes to expire at the same time you will need to add the Badge holder at the time the other passes are due for renewal.

      How long can I continue to use my Blue Peter Badge?

      The Blue Peter badge offer and any offers in conjunction with the Blue Peter Badge including the option to renew at the family rate will expire on the 31st December 2016.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
  • My Current Pass
    • Freezing Passes
      This option is only reserved for our Passholders who under exceptional medical circumstances are unable to attend our attractions for a certain period of time.

      Freezing Requests

      All freezing requests must be sent to info@merlinannualpass.co.uk with signed documentation from a Doctor/GP that specifically states that you are unable to attend our attractions with the length of time you will be unable to attend for. It is within Merlin’s discretion to freeze a Merlin Annual Passes.

      I didn’t know I could freeze my Pass. I've not used it for several months, can I back date it?

      Any changes to your circumstances need to be reported to the team as soon as possible in order for us to freeze your Passes. Unfortunately under no circumstances will we be unable to backdate Passes for any lost time.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Lost Passes

      You can have your Merlin Annual Pass reissued at either your chosen Home Attraction, or over the phone on 08444 77 4444 (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge). Please note that there is an administration charge of £10, plus postage and packaging if you do this over the phone.

      We are sorry for the inconvenience but until further notice, if your selected home attraction is:


      • LEGOLAND® Windsor Resort
      • SEA LIFE Scarborough
      • SEA LIFE Brighton
      • SEA LIFE Weymouth
      • National SEA LIFE Centre Birmingham
      • SEA LIFE Manchester
      • LEGOLAND® Discovery Centre Manchester
      • The York Dungeon


      Lost passes cannot be reissued over the phone. Please visit your home attraction to have the Merlin Annual Pass reissued.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Stolen Passes

      If your Merlin Annual Pass has been stolen and you have a Crime Reference Number, we will be able to waive the £10 administration fee. This can be done at your chosen Home Attraction, or over the phone on 08444 77 4444 (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge).

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Change of details

      Simply email the team at info@merlinannualpass.co.uk with your old information, the new information, and the names and Pass ID numbers of all who will be affected by the change.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Confiscations or misuse

      Merlin Entertainments takes the misuse of passes very seriously. Our Terms and Conditions do state that a pass can only be used by the name and pictured individual. These T&C’s are also outlined on the card itself. Therefore we will be unable to re-issue your pass. If you would like a new Merlin Annual Pass we will be more than happy to provide the renewal discount if you contact our experienced wizards on 08444 77 4444 (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge).

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
  • Annual Digipass
    • What is an Annual digipass?

      The Annual Digipass allows guests to collect all of their digital photos from selected ride, green screen and walkabout locations at THORPE PARK Resort, Chessington World of Adventures Resort, Alton Towers Resort and LEGOLAND Windsor Resort. No other Merlin Entertainments attractions are included in this product. In addition to your digital photos you are entitled to £5 off the price of a standard print photo when you show your Annual DigiPass at these four Theme Parks. Discount cannot be used in conjunction with any other offer.

      There are 2 types of annual Digipass:

      1. A park specific Annual Digipass, valid only at the park for which that guest holds an annual pass
      2. Merlin Annual Pass Annual Digipass: valid at the 4 UK Theme Parks for MAP holders only

      We will also being offering day digipasses at all 4 UK parks – a one day digipass and a 2 day digipass.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • How long is the Annual Digipass valid for?

      The Annual Digipass is valid for 12 months from the date of purchase of the photo pass.

      Still not found the answer? Click here

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      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • How much is the Annual Digipass?

      The Annual Digipass for Merlin Annual Passholders will be £50 per person and will be valid at THORPE PARK Resort, Chessington World of Adventures Resort, Alton Towers Resort and LEGOLAND Windsor Resort.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Can I purchase online?

      Currently the Annual Digipass can only be purchased in attraction however we hope in the future that this will be possible to purchase online.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • What rides can I get photos from?

      Please download our information guide that shows a full list of where your Annual digipass is available at our Resort Theme Parks here

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • My photos are not available?

      Most photos will be available for download within 24 hours but can take up to 48 hours. Should your photos not be available after this time please do email the Picsolve team at help@picsolve.com with the park and ride name, the date of your visit, your DigiPass barcode number and the approximate time (if known) and they will be able to look into this for you and respond within 72 hours.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • What if my Merlin Annual Pass expires before the 12 months on my Annual Digipass?

      Fear not! The Annual Digipass will run separately to your Merlin Annual Pass and will run for 12 months from the date of purchase. Should your Merlin Annual Pass run out before your Annual Digipass you can continue to use your Digipass at the listed attractions.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Does my child need a Digipass?

      Digital photo’s from the Annual DigiPass can only be collected by the person who the DigiPass belongs to. Additionally, the person claiming the photo must be in the photo they are collecting.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Is there a Family Digipass?

      The Annual DigiPass is priced per person.

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • Are there any restrictions?

      For a list of all the terms and conditions of the Annual Digipass please see here

      Still not found the answer? Click here

      Get in Touch

      General Booking Line:

      08444 77 44 44

      (lines open 9am - 5pm daily. Calls to this number cost 13p per minute plus your providers access charge.)

      Email Us
    • There’s a problem with my Annual DigiPass

      Sorry to hear you are having a problem accessing your digital photo. If you email help@picsolve.com with:


      • The name of the Theme Park
      • The ride name
      • The date of your visit
      • Your DigiPass barcode number
      • The approximate time (if known)


      Picsolve will be able to look into this for you and respond within 72 hours.

Chessington World of Adventures Resort

Visit us at any of these times where we can process your passes at the Lodge Gate. We look forward to welcoming you!

  • 1st - 2nd Jan: 10:00 - 17:00
  • 3rd - 6th Jan: 13:00 - 17:00
  • 7th - 8th Jan: 10:00 - 15:00
  • 9th - 13th Jan: 13:00 - 17:00
  • 14th - 15th Jan: 10:00 - 15:00
  • 16th - 20th Jan: 13:00 - 17:00
  • 21st - 22nd Jan: 10:00 - 15:00
  • 23rd - 27th Jan: 13:00 - 17:00
  • 28th - 29th Jan: 10:00 - 15:00
  • 30th Jan - 3rd Feb: 13:00 - 17:00
  • 4th - 5th Feb: 10:00 - 15:00
  • 6th - 10th Feb: 13:00 - 17:00
  • 11th Feb: 10:00 - 16:00
Click here

THORPE PARK Resort

Visit us at any of these times where we can process your passes at the Annual Pass building. We look forward to welcoming you!

  • 7th, 14th, 21st, 28th Jan: 10:00 - 16:00
  • 4th, 11th, 18th, 25th Feb: 10:00 - 16:00
  • 4th, 11th March: 10:00 - 16:00
Click here

LEGOLAND® Windsor Resort

Visit us at any of these times where we can process your passes at the LEGO® Lounge in the hotel. We look forward to welcoming you!

  • 1st January - 13th February: 10:00 - 16:00
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Alton Towers Resort

Visit us at any of these times where we can process your passes at the Coach Park. We look forward to welcoming you!

  • 1st Jan: 10:00 - 16:00
  • 7th - 8th Jan: 10:00 - 16:00
  • 14th - 15th Jan: 10:00 - 16:00
  • 21st - 22nd Jan: 10:00 - 16:00
  • 28th - 29th Jan: 10:00 - 16:00
  • 5th - 6th Feb: 10:00 - 16:00
  • 12th - 13th Feb: 10:00 - 16:00
Click here

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