Update 24th September 2020 @ 10.45am
🗼 NHS QR Check-In: From 24th September 2020 you’ll find NHS QR ‘check-in’ code posters at key entry points around our attractions. We kindly ask that you and your group scan the NHS QR code with your smartphone on arrival at our attractions, hotels and when entering one of our Merlin restaurants. If Passholders choose to log-in using the official NHS QR code, you won’t need to provide your contact details by any other route.
🎡 Face Coverings: In the areas of our attractions where we require you to wear a face mask, any guests over the age of 11* without a valid exemption will not be allowed to ride or enter any enclosed buildings without a mask.*
* Children under 11, people with certain health conditions and people with a disability are exempt.
** Guests who simply do not wish to wear a mask will now be refused boarding or entry into enclosed buildings. In those areas such as F&B seated areas guests will be allowed to remove their masks to consumed food and beverages when seated.
🎢 Crowd Marshalls: To ensure you have a fun but most importantly safe experience when visiting us, several Crowd Marshalls will be on duty within our UK theme parks – during both peak and off-peak periods. These team members play a vital role in helping us to:
- monitor social distancing procedures
- ensure mask wearing is taking place in appropriate enclosed buildings/and on selected rides
- check group size formations are being observed
Guests who repeatedly refuse to comply will with measures will be asked to leave the attraction.
👬 The Rule of Six: From the 14th September we encourage all Passholders to not visit or meet in groups of more than six people*. This will help protect everyone when visiting our attractions. As a COVID-19 Secure venue we can still host larger numbers in total but groups of up to 6 must not mix or form larger groups. Our attractions already provide an extensive range of COVID-safe measures, designed to ensure a happy and safe experience for all Passholders and staff – more information can be found here. *Government exemptions our outlined here.
🍔 Restaurants and Food Outlets: For any of our licensed food premises where alcohol is offered, food and drink will now need to be ordered from, and served at, one of our dining tables. For our other food and beverage restaurants, Passholders will be required to eat and drink at an available table. Where food or drink is available for purchase to eat or drink away from the outlet, it's still possible for Passholders to order and be served at the counter/bar. Our restaurants and bars will now also close at 10pm.
Update 10th September 2020 @ 9.15am
In line with updated advice from the UK Government, from the 14th September we encourage all guests to adhere to the latest guidance and not meet in groups of more than six people* to help protect themselves and each other when visiting our attractions.
As our attractions are COVID-19 Secure we can still host larger numbers in total but groups of up to 6 must not mix or form larger groups. We will continue to monitor Government guidance closely.
*Government exemptions are outlined here.
Update 4th September 2020 @ 2pm
A big thank you to everyone who has reached out to us recently to offer suggestions on how we can improve your membership experience – we very much value your feedback!
We’d like to thank you for your patience during these unprecedented times and we are thrilled to see so many of you returning to our attractions to enjoy magical days out once again.
Following your feedback, we have decided to make the following change:
- All online Passholders bookings to UK Merlin attractions reserved from midnight on the 8th September 2020 will no longer incur the £1 booking fee
- Please note, any reservations that are made before 8th September 2020 will not have the fee refunded
As always, your safety is our number one priority. Therefore, Passholders are still required to pre-book tickets online before visiting Merlin attractions as this helps us manage capacity and adhere to social distancing.
Unfortunately, we are seeing Passholders pre-book several tickets and fail to turn up to our attractions. We kindly ask that all Passholders pre-book tickets for the dates you intend to visit us only. This allows more tickets to remain available for other Passholders to enjoy our attractions too. Please be reassured that we are continuously monitoring Passholder ticket allocation and we recommend checking back on our attraction websites in case more Passholder tickets become available.
To improve your booking experience moving forward we are also currently reviewing our ticketing system. Please keep an eye out for relevant updates and improvements in the near future.
Thank you for being a part of our Merlin family – we really value your continued support! Please know we are working harder than ever to deliver those memorable experiences you love, safely.
Update 15th July 2020 @ 10.30am
Passholders, we’d like to thank you for your patience during these unprecedented times - we are so excited to have you back!
In line with the updated government guidelines, as our attractions start to reopen, we want to continue to keep you up to date, so you have all the information on enjoying the magic with a Merlin Pass and what to expect during your visit.
The health and safety of our guests and employees is always our number one priority so we’ve been working hard to make sure the attractions comply with government guidelines and we have everything in place for you to have a safe and enjoyable visit: https://youtu.be/PgkMoUmcebo
As we need to manage our capacity to ensure everyone has a safe and enjoyable visit, all guests will be required to pre-book a ticket online. Our attractions review Merlin Pass allocation daily to ensure we have as much availability as possible for you. Please continue to check the attraction website for updates.
Please see below for more detail about advance bookings, pass extensions, refunds and other topics.
If you are staying on-site or at a partner hotel, please refer to the FAQs.
Standard terms and conditions for annual passes still apply.
PASS EXTENSIONS
Passes Purchased before 19th of March 2020
We know you have already missed making magic Merlin memories. To account for the time we have been closed, as well as to acknowledge the new pre-book process, we will be adding a 5-month extension onto all original expiry dates for Merlin Annual Passes that expire after 18th March 2020 (for passes purchased before 19th of March 2020).
Merlin Annual Passes that expired before 19th March 2020 or purchased after 31st May 2020 and passes bought within the Summer Sale period will not be entitled to the extension period.
We understand that many of you purchase a Merlin Annual Pass to enjoy the full offering of Merlin, from rollercoasters to sea creatures. Therefore, if your pass extension falls during the winter period when some of our resorts are closed, we will further extend these passes.
Pass extensions will happen automatically, and you don’t have to do anything about it.
To view your new expiry date please visit https://www.merlinannualpass.co.uk/information/new-expiry-date-calculator
New Passes Purchased after 19th of March and Pass Renewals
New pass purchased within the Summer Sale (1st July) period will not be entitled to the extension period.
A new Merlin Annual Pass that was purchased during the closure period will be extended by the time lost during the closure period.
If you have purchased a renewal Merlin Annual Pass, you have until end of October 2020 to pick it up and will be valid for full 12 months from the collection date.
Monthly Membership purchased before 19th of March
Membership payments have been frozen for April, May & June and will continue to be frozen for July and August – to account for the months we have been closed, as well as to acknowledge the new pre-book process.
You do not need to action anything for this, we have automatically frozen payments for these months.
As we need to manage our capacity to ensure everyone has a safe and enjoyable visit, all guests will be required to pre-book a ticket online. Our attractions review Merlin Pass allocation on a daily basis to ensure we have as much availability as possible for you. Please continue to check the attraction website for updates.
New Monthly Membership purchased after 1st of July
Any new Monthly Memberships purchased from 1st July on-wards, will be processed as normal with joining fee and monthly payments taken from date of purchase.
ADVANCED BOOKINGS
The health and safety of our guests and our staff is our number one priority. In order to comply with government regulations and Merlin Health & Safety standards, we need to manage our capacity to ensure everyone has a safe and enjoyable visit. Because of this, all guests will be required to pre-book a free ticket online.
We know many of you buy your Merlin Annual Passes and Merlin Monthly Memberships so you can spontaneously visit our attractions. We’re closely following Government advice and will update this process when it’s suitable to do so.
We have also put in place the 5-month extension period (for passes purchased before 19th of March) to acknowledge the new pre-book process, as well as to account for our closed months and we appreciate your cooperation during this time.
Free pre-book tickets for annual pass holders will be available via individual attractions’ websites. Our attractions review Merlin Pass allocation on a daily basis to ensure we have as much availability as possible for you. Please continue to check the attraction website for updates.
PASS RENEWALS
If you are looking to renew your pass, your 8-week renewal window will now be added to your new expiry date.
If you have already renewed your pass, we have now extended the collection time and you will be able to collect your new pass until the end of October 2020.
REFUNDS
For those passholders who still wish to receive a prorated refund instead of a pass extension for the missed months – we will honour these.
Please review the FAQs below to find out more.