COVID-19 – Information for Merlin Passholders

A: If you have purchased a Merlin Annual Pass gift voucher, please email info@merlinannualpass.co.uk for further information. Our customer service team will endeavour to get back to you as soon as possible.

A: Your free tickets will be valid until 31^st December. Please take along your free tickets and your valid Merlin Annual Passes to the attraction you wish to visit. Note: these free tickets are subject to attraction operating calendars and are not valid on bank holidays or at special events.

You have 8 weeks to renew from the current expiry date. So, for example, if your Pass expires on 4^th May 2020, you have until 29^th June 2020 to renew your Merlin Annual Pass. You have until 30^th September 2020 to collect your renewed Merlin Annual Passes. As our attractions are closed you will need to renew online at https://www.merlinannualpass.co.uk/compare-passes/renewal-passes.

Your 12 months on your Merlin Annual Pass will start from the date that you collect it. We will be reviewing this in the coming months in line with Government advice about COVID-19.

A: The number of months added to your Merlin Annual Passes will be based on the duration of the attraction closures.

For example:

• We will add 1 month extra for a 0 – 4 week closure
• We will add 2 months extra for a 5 – 8 week closure
• We will add 3 months extra for a 9 – 12 week closure
• We will add 4 months extra for a 13 – 16 week closure

You do not need to contact our customer service team to get the extra months added to your existing Merlin Annual Pass. This will be done automatically via our ticketing provider.

To account for the period that our attractions are closed, you will receive additional time added to your existing Merlin Annual Passes.  

• If your Pass expires within 0 – 4 weeks of 20th March 2020, we will automatically add 1 month extra from when we reopen our UK attractions.  
• If your Pass expires within 5 – 8 weeks of 20th March 2020, we will automatically add 2 months extra from when we reopen our UK attractions.
• If your Pass expires within 9 – 12 weeks of 20th March 2020, we will automatically add 3 months extra from when we reopen our UK attractions
• If your Pass expires within 13  -16 weeks of 20^th March 2020, we will automatically add 4 months extra from when we reopen our UK attractions

A: As our attractions are closed we will be ensuring our Merlin Members are not paying monthly for the period of time that our attractions are closed. We will be automatically freezing your Membership from the 1^st April and payments will be suspended until our attractions re-open. Unfortunately as this is a 12-month contract we’re unable to cancel your Membership (see clause 27.2 in our terms and conditions https://www.merlinannualpass.co.uk/information/membershipterms)

A: Yes, you can cancel your Membership once you’ve reached the end of the 12-month contract. The length of your contract is not affected by COVID-19. If, for example, you have only paid 11 installments (due to attraction closure) but have been an active Member for 12 months, you are able to cancel your Membership once the 12 months is complete.

Alternatively, if you’d prefer to keep your Membership active for the time being, you will not be charged for your monthly installments until the attractions reopen. Once your 12-month contract is complete, your Membership will become a rolling contract and you can cancel at any point by giving us a minimum of 5 days’ notice before your next payment is due.

If you decide to cancel your Membership and wish to re-join at a later date, you will need to pay for the joining fee again. If you wish to cancel your Membership, please fill in this form: https://support.merlinannualpass.co.uk/hc/en-us/requests/new?ticket_form_id=360000175252

A: We take the health and safety of our Passholders very seriously. We’ll be suspending payments for the duration of time that our attractions are closed. Due to the nature of our Membership product, we’re unable to freeze Memberships on a case-by-case basis – however, we will be pausing payments for all of our Members whilst the attractions are closed.

A: We’ve taken the decision to pause sales for our Merlin Monthly Membership whilst we temporarily suspend our existing members’ monthly payments. Once our attractions reopen, Membership will go back on sale again.

A: Our Membership product begins from the moment that you complete your purchase, so we have removed the Membership product from sale temporarily. We are focusing our efforts on ensuring that existing Merlin Members accounts are paused whilst our attractions are closed. Once the attractions reopen, we will be reviewing this.

A: Monthly payments were suspended from 1^st April and this will continue until attractions reopen.

• If we are closed for 2 – 4 weeks, you will not be charged for April’s payment (1 month’s payment)
• If we are closed for 5 – 8 weeks, you will not be charged for April and May’s payment (2 months’ payments)
• If we are closed for 9 – 12 weeks, you will not be charged for April, May and June’s payment (3 months’ payments)

For example, if our attractions are closed for a 5-week period (21^st March - 25^th April), no payments will be taken for April and May.

Whilst our attractions are temporarily closed, we are suspending all monthly payments. In order to facilitate this, the Membership portal is unavailable during this period. Once our attractions reopen, the Membership portal will become available again. Please contact our customer service team info@merlinannualpass.co.uk if you have an urgent request.

Yes, you can cancel your Membership once you’ve reached the end of the 12-month contract. The length of your contract is not affected by COVID-19. If, for example, you have only paid 11 instalments (due to attraction closure) but have been an active Member for 12 months, you are able to cancel your Membership once the 12 months is complete.

Alternatively, if you’d prefer to keep your Membership active for the time being, you will not be charged for your monthly instalments until the attractions reopen. Once your 12-month contract is complete, your Membership will become a rolling contract and you can cancel at any point by giving us a minimum of 5 days’ notice before your next payment is due.

If you decide to cancel your Membership and wish to re-join at a later date, you will need to pay for the joining fee again. If you wish to cancel your Membership, please fill in this form: https://support.merlinannualpass.co.uk/hc/en-us/requests/new?ticket_form_id=360000175252

We will not be issuing new Share the Fun vouchers, however, if you have booked and paid for a ticket to visit between 21st March and 1st June 2020, your ticket will be valid for use on any date up to and including 31^st December 2020. Please note, for our Resort Theme Parks (Thorpe Park, LEGOLAND Windsor, Chessington World of Adventures, Alton Towers) tickets can only be revalidated to a date within the standard operating calendar and tickets are not valid on special events including Halloween and Christmas.

No action is required and you do not need to contact us to arrange your future visit, simply arrive at the attraction and present your booking confirmation and tickets at our admissions kiosks and the team will provide you with a valid entry ticket for that day. 

A: If you have pre-booked Fastrack bundles for use between 21st March and 1^st June, your fastrack will be valid for use on any date during the 2020 season (please contact the specific attraction for exclusions).  No action is required and you do not need to contact us to arrange your future visit, simply arrive at the Theme Park and present your unused ticket(s) that show the original date (between 21^st March and 1^st June) at our admissions windows and the team will revalidate your fastracks for entry that date.

For any pre-booked Meal Deals, Express Car Parking and/or Digipass, please contact the attraction directly.

A: For guests with short breaks arriving up to and including 1^st June, we have relaxed our usual terms and conditions so you can now reschedule your break to another date in the 2020 season with no additional costs (subject to availability).

Please visit the Manage My Booking site and complete the booking amendment form, including your booking reference and the preferred date you would like to rearrange your booking to. Our team will get back to you as soon as possible.

If the closure extends beyond 1^st June, then any guests with bookings for arrival whilst the Resort is closed will be contacted in due course.  These bookings can then be rearranged in the same way.

If you are enquiring about a product or service provided by one of our attractions, please contact the attraction – details can be found on their websites. If you have an enquiry about the DigiPass product, please contact Picsolve directly https://www.picsolve.com/#/guest-services/siteSelect

A: Please understand that we are prioritising guests with bookings in the next few weeks. Any short break bookings for stays beyond 1^st June 2020 will, at this time, be subject to regular terms and conditions.  If you wish to cancel, you will be subject to cancellation charges as per the terms and conditions. If you purchased the cancellation protection, you can cancel and receive a full refund for the cost of your booking, excluding the cost of the cancellation protection. You can also move your booking to another date.  If you wish to move your stay, please contact the relevant attraction using the contact information located on your booking confirmation.