COVID-19 – Information for Merlin Passholders

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.

Pass Extentions and Memberships

Will I get a new pass with my new expiry date?

No, you will keep your original pass, our system will update your expiry date so that you will successfully scan in up until the new expiry date.

When can I start using my pass again?

You can start using your pass again as soon as our attractions re-open. You can check your new pass validity here: https://www.merlinannualpass.co.uk/information/new-expiry-date-calculator

How are you accounting for the winter months?
  • All Passholders who have purchased Merlin Annual Pass before 19th of March, will get a 5-month extension (153 days) from the original expiry date.
  • If pass extension falls during the winter period when our parks are closed, we will further extend these passes by up to 3 months (92 days) – based on the number of extension days during November, December and January.
  • You can check your new pass validity here: https://www.merlinannualpass.co.uk/information/new-expiry-date-calculator
Membership – if my payment is frozen until August can I still visit in June, July & August?

 Yes, you can still enter the attractions. Payments have been frozen for 5 months in total, to account for the months we have been closed, as well as acknowledge the requirement to pre-book as we reopen.

Who now operates some of our photography?

Picsolve is now owned by PomVom UK who will operate Merlin’s photography services at Chessington World of Adventures Resort, Alton Towers Resort, LEGOLAND Windsor Resort and Thorpe Park Resort from the 4th of July.

Will my annual digipass be extended as well?

To account for the time Merlin attractions have been closed we will be adding a 5-month extension onto all original expiry dates for Merlin DigiPasses that expire after 18th March 2020. If your pass extension falls during the winter period when some of our resorts are closed, we will further extend these passes to ensure you can make the most of your pass.

Merlin DigiPass that expired before 19th March 2020 will not be entitled to the extension period.

Pass Renewals

I’ve just renewed my pass, do I also get the extension 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.

I bought a pass renewal, but haven’t picked it up, can I get a refund?

As per standard terms and conditions, our passes are non-refundable. The passes will be valid for full 12 months from the collection date.

Refunds

What if I don’t feel safe to go to the attraction even with the procedures put in place? Do I get a refund or extension until I feel comfortable to revisit?
  • We want to reassure all our guests that we have been working tirelessly to ensure the attractions are safe to visit, you can view all our health & safety procedures here https://youtu.be/PgkMoUmcebo
  • We will only be offering an extension or a refund for the time the attractions were closed.
  • Only under exceptional circumstances and with proof of shielding, will your pass/es be able to be ‘frozen’ for the duration of your shielding.
Can I receive the 5-month extension and a refund for the months that the attractions were closed?

No, we will automatically be extending all expiry dates. However, if you would prefer a refund instead of an extension, you can contact customer service to receive this. Your expiry date will then revert to your original expiry date.

When can I get my refund?

If you would like to receive a prorated refund instead of a pass extension for the missed months, please email our customer service team on info@merlinannualpass.co.uk with your pass numbers for this to be issued.

We currently receive a very high number of e-mails and requests, and therefore the response time may be delayed. We apologise for any inconvenience.

Advance Bookings

Why is the £1 ticket being removed?
  • We have made the decision to remove the £1 ticket from midnight on the 8th September 2020 after carefully listening to your feedback. Moving forward, we will continue to manage our capacity with free pre-booked tickets.

Can I get a refund for previous pre-booking fees?

Any pre-booking fees paid before the 8th September 2020 are non-refundable.

Do I still need to pay £1?

No.  All online Passholder bookings to UK Merlin attractions reserved from midnight on the 8th September 2020 will no longer incur the £1 booking fee. All Passholders will still be required to pre-book a free ticket online before visiting our attractions to help us to manage capacity. This can be done through the attraction websites.

Do I still need to pre-book a ticket?
  • Currently, 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. Therefore, all guests will be required to pre-book a free ticket online.
  • We have decided not to limit the number of times you can visit each of our attractions.
  • Please bear in mind our attractions are running at a limited capacity and therefore this may mean spaces are not always 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.
What ticket do I need if I'm booking before midnight on 8th September 2020?

Passholders booking before midnight on 8th September 2020 are still required to book a £1 ticket via the attraction websites.

Do I have to purchase a prebook ticket for a carer pass?

Yes you do, you can do this via the Passholder pre-book section on the attraction websites.

Do I have to purchase a prebook ticket for an under 3 pass?

Yes you do, you can do this via the Passholder pre-book section on the attraction websites.

Short Breaks

Do I have to purchase a prebook ticket if I'm staying at an on-site or partner hotel?

We have listened to your feedback and decided to remove the pre-booking requirement if you are staying at one of our onsite or partner hotels.

In order to enter an attraction, please bring your annual pass as well as hotel booking confirmation to present at the admissions turnstiles.

This is only available for overnight stays booked through one of the Merlin attractions or Merlin Holiday Club.


If you booked your overnight stay at a different hotel, please pre-book your visit online before arriving at an attraction.

Removal of Merlin Pass From Sale

Why can’t I buy a Merlin Pass currently?

From the 24th September 2020 we have temporarily stopped selling Merlin Passes.  Following helpful feedback from our recent customer survey, we are currently revising and updating our Merlin Annual Pass product line-up to ensure all our Passholders have the best possible experience and great value at our attractions.

When will Merlin Passes go back on sale?

We are currently working on our Merlin Annual Pass product offering and we will share updates on our social media channels and website as soon as passes go back on sale.

Can I continue to use my current Merlin Pass?

Yes, all current Passholders can continue to use their pass. Please remember that in line with Government guidance to help prevent the spread of COVID-19, our attractions are currently operating at reduced capacities. Therefore, pre-booked tickets are required to visit all of our attractions to help us adhere to social-distancing measures and keep us all safe.

We are aware that some Passholders have not been able to book their preferred slots for our attractions, and have taken a number of steps to address this, including adding availability for Passholders and creating afternoon passes.

I bought a Merlin Pass on the 24th September. Can I continue to use my pass?

Yes, all individuals who bought a Merlin Pass prior to the announcement on 24th September 2020 can continue to use their pass. Please remember that to help prevent the spread of COVID-19 our attractions are currently operating at reduced capacities. Therefore, pre-booked tickets are required to visit all our attractions to help us adhere to social-distancing measures and keep us all safe. Please be considerate of the Passholders community and only book slots for times when you definitely intend to visit.

I am currently a Passholder. Can I still renew my pass?

We are pleased to confirm that after carefully considering feedback from our Passholder family we will continue offering renewals. Please follow the usual renewal process to process this.

Please remember that to help prevent the spread of COVID-19 our attractions are currently operating at reduced capacities. Therefore, pre-booked tickets are required to visit all our attractions to help us adhere to strict social-distancing measures to keep us all safe.

During this period of reduced capacity please be aware that Passholder pre-book tickets are limited and it may be difficult to get reservations on certain popular dates.

I pre-booked tickets for an upcoming event as I was planning to renew, can I still visit?

Yes. After carefully considering feedback from our Passholder family we will continue offering renewals. Please follow the usual renewal process to process this and then use your pre-booked ticket alongside your renewed pass.

I have a Short Break booked through Merlin Holiday Club, can I still visit?

Yes. After carefully considering feedback from our Passholder family we will continue offering renewals. Please follow the usual renewal process to process this and enjoy your discounted Short Break alongside your renewed pass.

I have a Merlin Annual Pass Membership – will I be affected by these changes?

No, Merlin Annual Pass Membership will not be affected by any of these changes.

If you aren't able to find the answer to your question, our Merlin Annual Pass team should be able to help through our live chat.

https://support.merlinannualpass.co.uk/hc/en-us