COVID-19 – Information for Merlin Passholders

Updated: 18th May 2020 14:00

Since the attractions closed in March, we’ve been working tirelessly to make sure that when it is safe to reopen, we are absolutely ready to welcome guests back.

As part of the team at Merlin Entertainments, our attractions have been taking advice from colleagues across the globe on how best to reopen in line with new safety guidelines. Our expert teams have created a comprehensive plan: from enhanced cleaning regimes to social distancing measures, we’ll be doing everything we can to make sure that you have a brilliant, safe visit.

Following the latest Government guidelines (issued on 10th May) and given the continued uncertainty about when we will be able to reopen, we are now asking if you have a short break booked between 1st June up to and including 3rd July please visit the attractions website for information on how to move your booking free of charge.

We want to thank our Passholders for your continued support and loyalty. If you have a Merlin Annual Pass, we will be adding free months to your Merlin Annual Passes for the duration that our attractions are closed. If you have a Membership, payments will continue to be suspended until our attractions reopen. We are working hard to ensure you experience all the magic available with a Merlin Annual Pass and are currently reviewing our terms & conditions. Please bear with us whilst we work out all the details of this. Updates will be posted on our website:
https://www.merlinannualpass.co.uk/coronavirus

 

Updated: 20th April 2020 15:45

We are monitoring the COVID-19 situation in line with Government and local public health authorities and will provide an update as soon as we can on when the attractions will reopen.

If you have a Merlin Monthly Membership, we will continue to suspend monthly payments until our attractions reopen. If you have a Merlin Annual Pass, we will be adding free months to your Merlin Annual Passes for the duration that our attractions are closed. Please be assured that you do not need to do anything, we are taking care of this for you.

If you have a Merlin Holiday Club short break booked between now and 1st June, you can reschedule your break to another date in 2020 with no additional costs (subject to availability) - further details below.

Please review the FAQs below to find out more and who to contact if you need further assistance. 

Questions relating to Merlin Annual Pass

Q: I’ve bought a Merlin Annual Pass gift voucher. Will the validity of this be extended?

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.

Q: I purchased my Merlin Annual Pass through CostCo and received two free tickets. If the two free tickets expire whilst your attractions close, what shall I do?

A: Your free tickets will be valid until 31st 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.

Q: My Merlin Annual Pass is due for renewal whilst your attractions are closed. How long do I have to renew my Pass?

You have 8 weeks to renew from the current expiry date. So, for example, if your Pass expires on 4th May 2020, you have until 29th June 2020 to renew your Merlin Annual Pass. You have until 30th 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.

Q: You’ve agreed to add free months to my Merlin Annual Pass. How many free months will I receive?

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.

Q: My Merlin Annual Pass expires whilst your attractions are closed. Will you be extending my Pass?

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 20th March 2020, we will automatically add 4 months extra from when we reopen our UK attractions

Questions relating to Merlin Monthly Membership

Q: Now that all your attractions have closed, I’m not able to use my Merlin Membership. Can I cancel my Membership?

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 1st 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)

Q: My Membership plan has reached the end of its twelfth month during Merlin’s closed period due to COVID-19. Can I now cancel my Membership?

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

Q: I have a Merlin Monthly Membership. I have an underlying health condition. Please can I freeze my Membership?

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.

Q: I can’t currently purchase a Merlin Monthly Membership. When will this be available?

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.

Q: Why are you pausing sales on Merlin Monthly Membership but not Merlin Annual Passes?

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.

Q: How long will monthly payments be suspended for Merlin Monthly Membership?

A: Monthly payments were suspended from 1st 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 (21st March - 25th 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.

Q: My Membership plan has reached the end of its twelfth month during Merlin’s closed period due to COVID-19. Can I now cancel my Membership?

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

Questions relating to Merlin Attractions

Q: I have already booked my Share the Fun vouchers, but your attractions are now closed. Will I get new Share the Fun vouchers?

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 31st 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. 

Q: I have pre-booked Fastracks/ Meal Deals/Express Car Parking/DigiPass for use between 21st March and 1st June, what are my options?

A: If you have pre-booked Fastrack bundles for use between 21st March and 1st 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 21st March and 1st 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.

Q: I have a hotel booking when the Resort is closed – what can I do?

A: For guests with short breaks arriving up to and including 1st 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 1st 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.

Q: I’ve got a question about something else e.g. V.I.P experiences, DigiPasses etc. Who should I contact?

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

Q: I have a short break booked after 1st June 2020. What should I do?

A: Please understand that we are prioritising guests with bookings in the next few weeks. Any short break bookings for stays beyond 1st 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.