FAQs

Merlin Annual Passes allow entry to Alton Towers Resort Theme Park, LEGOLAND® Windsor THORPE PARK, Chessington World of Adventures, Madame Tussauds London, Warwick Castle and The Merlin Entertainments London Eye, SEA LIFE Centres & Sanctuaries and The Dungeons.

Entry is subject to attraction operating calendars and the following exclusions apply to the Standard Merlin Annual Pass: No entry during the month of August at London Eye, Madame Tussauds London, London Dungeon and SEA LIFE London Aquarium. No entry during Fright Nights at THORPE PARK. Not valid for admission to The Castle Dungeon at Warwick Castle. No entry on 14th February at the London Eye. No entry on 30th and 31st October at the London Eye and The London Dungeon.

If you need to visit during these times then our Premium Annual Pass doesn't have any restrictions (except attraction opening calendars of course!)

As well as entry to our attractions, a Merlin Annual Pass will entitle you to the following Passholder Perks:

• Up to 20% off in our shops
• 20% off in our restaurants
• A monthly eNewsletter with prize draws and special offers
• Invitations to special events and new attraction previews
• Access to My Annual Pass, an exclusive members area on this website
• Discounted stays at the Alton Towers Resort Theme Park, Holiday Inn Chessington, LEGOLAND Holidays
• Fantastic offers from third party partners

Offers can change from time to time, so we recommend that you register with My Annual Pass to stay up-to-date with all the latest Passholder Perks.

Your Merlin Annual Pass is valid for 12 months (365 days) from the date of purchase. Please note that your Merlin Annual Pass will expire the day before you bought it the following year.

For example if you buy an Annual Pass on 20th July 2010 it will expire on 19th July 2011.

Both Standard and Premium Merlin Annual Passes are valid at our UK attractions only.

The prices for our passes are shown below, check the corporate purchasing page for bulk discounts.

Standard Passes

Save 20% off online until 4 pm on 17th June 2010

Standard Merlin Annual Passes are ideal if you don't want to visit our attractions during busy periods shown in the restrictions below.

Please note:
A Family Pass can consist of either 3, 4 or 5 people with a maximum of 2 people aged 12 or older.

Premium Passes

12 months entry to the the UK's top attractions WITH NO RESTRICTIONS other than attraction operating calendars.

Notes

• Carer Pass is Complimentary. Please note that any additional Carers will need to pay the full rate for an individual pass.
• An Individual Pass can be an adult or child.
• A Family Pass can consist of either 3, 4 or 5 people with a maximum of 2 people aged 12 or older.
• Renewal prices are valid within 8 weeks of pass lapsing.

You can purchase a Merlin Annual Pass in the following ways:

• At one of the attractions
• Online via our homepage or one of the attraction websites
• Via the telephone number below

Call now on
08444 77 44 44

Unfortunately this is not possible. We offer three family options for groups of three, four or five. You can mix and match options to suit your party size; for example, a family of six may find that purchasing a family of five plus an individual is a cheaper option than purchasing two family of three passes.

For larger party sizes, we offer a 25% discount when you purchase 10 or more passes together, so you could save more if a group of you pull together, plus you don’t have to all visit at the same time. Visit our groups page for more information.

A Merlin Annual Pass can only be used by one person. The name and photograph of the Passholder appears on the Merlin Annual Pass. Pass sharing is not allowed and will result in permanent confiscation without compensation.

Please view the terms and conditions of use for full details.

We do not offer a Merlin Annual Pass which can be shared. However, we do offer discounts on group purchases. Please visit our groups page for more information.

As a guest with a disability, we understand the need for independency and want to work with you to enjoy out attractions. To this end we have put together a package for our Annual Pass that entitles you to the following:

• Complimentary Carer pass
  This is completely transferable and is not tied to a particular person for the period of your membership.
• Access to attractions Disability scheme
  For further details and benefits please visit the Guest Services Department upon arrival at your chosen attraction.

As the guest with the disability we ask that you bring with you a proof of disability, this can be a blue badge, benefits letter or a letter from your doctor. Then we are able to process your pass. You are required to pay the Individual rate, and with this we will give you a complimentary Individual Annual pass. Please note – The Complimentary Individual Annual Pass is not applicable when purchasing a Family Annual Pass.

Disabled guests must purchase an Individual Pass when booking. Disabled guests will receive one complimentary carer pass upon presentation of documentation at the attraction. Additional carers will need to pay the full rate as an individual.

You can renew your Merlin Annual Pass for the renewal rates below within 8 weeks of it's expiry date.

To renew simply visit one of the attractions or call 08444 77 44 44.

Renewal prices are as follows:

You can renew up until 8 weeks after your pass has expired. However, if your pass expired more than 8 weeks ago, you will need to sign up as a new passholder and will not be entitled to the renewal discounts, sorry!

Don’t worry, next time you visit the attraction that you purchased your pass, pop into our admissions department at the attraction where your pass was issued and they will happily update our records for you.

You need to visit your issuing attraction. The admissions team will look you up on the system and print you off a new card. Please note that an administration fee applies of £10 for each card reprinted. You will need to bring with you a form of photographic ID. Please note the fee still applies if your pass has been stolen.

If you are unable to get to your issuing attraction, we recommend that you contact the attraction prior to making any further visits. Here is a list of contact details for each issuing attraction:

• LEGOLAND Windsor: customer.services@LEGOLAND.co.uk
• THORPE PARK:Jacqui.Dixon2@thorpe-park.com
• Warwick Castle: customer.information@warwick-castle.com
• Madame Tussauds London: guest.experience@madame-tussauds.com
• Alton Towers Resort Theme Park: annual.pass@alton-towers.com
• Chessington World of Adventures: guest.services@chessington.co.uk
• London Eye: annualpass@londoneye.com

PLEASE NOTE: IF YOU VISIT AN ATTRACTION (OTHER THAN THE ATTRACTION WHICH ISSUED YOUR PASS) WITHOUT YOUR PASS, YOU WILL BE CHARGED THE STANDARD ENTRY FEE. NO ENTRY WILL BE PERMITTED WITHOUT A VALID ANNUAL PASS AND PASSES CAN ONLY BE REISSUED AT THE ATTRACTION WHERE YOU PURCHASED YOUR PASS.

Firstly, don’t worry. This could be for a number of reasons:

• you may find that the email is getting delivered into your bulk, or junk mail folder so please take a look there first. If this is the case, please add our email address to your favorites or approved list to ensure that this doesn’t happen again.
• we may not have your email address correct, or we may not have it at all. To rectify this, simply sign up to the eNewsletter again here.
• you may have unsubscribed accidentally. Simply sign up again to begin receiving eNewsletters.

If you do not receive an eNewsletter within one month of trying the above methods, just give us a call on the number below and we will do our best to put things right.

Call now on
08444 77 44 44

We are sorry to hear that. Of course, we’ll do our best to put things right. If your complaint is regarding a specific attraction then its best to contact them directly. Here is a list of useful email addresses:

• LEGOLAND Windsor: customer.services@LEGOLAND.co.uk
• THORPE PARK: Jacqui.Dixon2@thorpe-park.com (subject = complaint)
• Warwick Castle: customer.information@warwick-castle.com
• Madame Tussauds London: guest.experience@madame-tussauds.com
• Alton Towers Resort Theme Park: annual.pass@alton-towers.com
• Chessington World of Adventures: guest.services@chessington.co.uk
• London Eye: annualpass@londoneye.com
• SEA LIFE Centres: enquiries@merlinentertainments.biz
• The Dungeons: For contact details see The Dungeons website.

If your complaint is regarding the Merlin Annual Pass specifically, then feel free to contact us in the following ways:

Email
merlin.annualpass@merlinentertainments.biz

Post
Merlin Annual Pass
Merlin Entertainments Group
Silverglade
Leatherhead Road
Chessington
Surrey, KT9 2QL

We will respond to your complaint within seven days of receiving it. Please include as much detail as you can such as your full address, a contact phone number, your Annual Pass number and the issuing attraction. This will help us to speed things along for you and prevent any delays.

Please note that we are unable to handle complaints via our contact centre phone number (08444 77 44 44).