COVID-19 – Information for Merlin Passholders

Update 8th January 2021 @ 3.15pm

Following the update from the UK Government in response to COVID-19 on Monday 4th January 2021, our attractions will now be temporarily closed until it is appropriate to reopen. If you have a pre-existing booking or hotel stay, you will be contacted via e-mail by your chosen attraction.

To account for the time our attractions will be closed, we can confirm that we will be adding a two-month extension to current expiry dates for all Merlin Annual Passes purchased or renewed after 31st May 2020. Pass extensions will happen automatically, and you don’t have to do anything to activate this. Please visit the New Expiry Date Calculator to check your new expiry date.

For Monthly Membership Passholders, all payments will be frozen for two months from Saturday 9th January 2021 and will resume from 9th March 2021. This will happen automatically, and you do not need to do anything to activate this.

Thank you so much for continuing to bear with us during these difficult times and we look forward to welcoming you all through our attraction gates soon to make magical memories with us in 2021.

Until that time, stay safe and we wish you all a very happy New Year!

Please read our FAQs at the bottom of this page.

Update 21st December 2020 @ 11.30am

Following the latest Government update on Saturday 19th December, we can unfortunately confirm that some of our attractions are now in Tier 4 and have therefore temporarily closed in line with Government guidance. We recommend all Passholders with bookings visit the relevant attraction website to confirm if it is affected, and to follow the advised next steps.

While we had been looking forward to welcoming you, our Passholders, for safe, festive fun at our affected attractions, the health and well-being of you and our staff is our top priority.

Any Passholders with hotel bookings at affected attractions should already have received an email from the attraction team regarding re-arranging your stay.

We very much look forward to the time when we can welcome our Passholder family safely back to our attractions and will be in touch with updates regarding this as soon as we are able. Until that time, stay safe and we look forward to seeing you again soon.

Update 1st December 2020 @ 9.30am

Following the latest Government update on Thursday 26th November, we are pleased to confirm that many of our attractions will reopen on Thursday 3rd December. We can’t wait to welcome you back!

Unfortunately, in line with Government guidance for regions in Tier 3, we are currently unable to reopen our resort hotels and accommodation. We recommend that all Passholders with hotel bookings in December at affected attractions please head to the attraction websites and follow advised next steps.

Further, we can confirm some of our Midway indoor attractions in areas moving into Tier 3 from Wednesday 2nd December, such as SEA LIFE and our LEGOLAND® Discovery Centres in Birmingham and Manchester, will sadly be unable to reopen. We recommend heading to the attraction’s website before visiting to ensure that the attraction or event you wish to visit is open and operating.

The good news is that we will still be able to welcome day guests to enjoy our outdoor Christmas attractions including Winter’s Tail at Chessington World of Adventures and LEGOLAND® at Christmas .Whilst some of the indoor attractions that guests would normally see at our attractions at this time of year cannot open, we are certain that we can still offer local Passholders some much needed festive cheer. Please head to our attraction websites for more details.

As we very much look forward to welcoming guests back to our attractions, the health and safety of our guests and staff remains our number one priority. We will continue with the additional hygiene and safety measures within our Covid-secure attraction, which can be found here.

Update 5th November 2020 @ 3pm

Following the recent update from the UK Government on its response to the COVID-19 outbreak, we will sadly be temporarily closing our UK attractions until 2nd December 2020 as a precautionary measure, in line with the latest legislation.

As much as we were looking forward to welcoming you all for even more fun and adventures at our attractions during November, including our Passholder Exclusive Days, the health and wellbeing of our guests and teams is always our top priority. However, we are happy to share that we will be operating Passholder Exclusive Days in 2021 and will confirm details of these closer to the time.

To account for the time our attractions will be closed, we will be adding a one month extension to current expiry dates for all Merlin Annual Passes active as of 5th November. Pass extensions will happen automatically, and you don’t have to do anything about it.

For Membership Passholders, all payments have now been frozen and will resume from 5th December. This will happen automatically, and you do not need to do anything to activate this.

We once again thank you for your patience with us during these strange times and look forward to seeing you all back again once we can reopen.

Please read our FAQs at the bottom on this page.

 

Update 16th October 2020 @ 1:45pm

Following the UK National Lockdown in Spring 2020, we gave Passholders a five-month extension on their passes and implemented a further extension for those passes due to expire in the Winter months to account for Theme Park closures. Please note all extensions are automatically added to your pass. Currently all UK Merlin Entertainments attractions remain open, except SEA LIFE Bray. We will continue to monitor Government guidance closely and will update guests as and when we have more information.  

 

Update 30th September 2020 @ 4:00pm

2020 definitely isn’t the year any of us expected or planned for, especially when it comes to how you usually visit us for memorable and fun days out with your Merlin Annual Pass.

Navigating these unprecedented times has certainly been challenging. One of the most difficult parts of this year for us has been not being able to welcome you as freely as we’re used to for awesome adventures at our attractions. The ‘new normal’ has been something we’re all having to adapt to and there have been significant changes that have been necessary to keep both staff and visitors to our attractions safe.

We have greatly appreciated your patience and support throughout this year. Your feedback has been crucial in helping us make improvements that we hope will benefit you and your families, and for that we want to say a special thank you.

With this in mind, we want to highlight some of the changes we’ve made here at Merlin Annual Pass to ensure you’re getting as much fun and excitement as possible from your pass with us this year:

Over 50,000 more Passholder Tickets

From September to November 2020, we have allocated over 50,000 extra Passholder tickets across all your favourite Resort Theme Parks. We’ve done this by closely reviewing our capacities and introducing special ‘afternoon only’ tickets. This enables us to welcome more of our loyal Passholders to enjoy our theme park attractions whilst still adhering to strict social distancing measures to keep us all safe.

Exclusive Passholder Days

Throughout November we’re inviting our loyal Passholder family to enjoy Passholder Exclusive Days at all our Resort Theme Parks. Passholders can enjoy exclusive access to some of the UK’s best attractions as well as sneak peeks of seasonal events! Check out the Merlin Annual Pass Facebook page for full details.

Developing Our Technology

We know that one of your biggest concerns was some Passholders were makings bookings and not turning up –much like many other attractions and hospitality venues across the UK. There have been many no-shows, and this is frustrating for both us and you, which is why we’re excited to announce that we are reviewing and developing our current system. This will allow Passholders more freedom and control over pre-booked tickets, including introducing a cap on tickets bookable and the ability to cancel unwanted tickets so that they may be freed up for other Passholders to enjoy.

Thank you all for your continued support and for being a part of our Merlin family – we can’t wait to welcome you for a magical day out at one of our attractions soon!

 

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

**December Tier Updates**

Following several Merlin Annual Pass extension periods and Merlin Membership monthly payment freezes this year, we will not be extending passes or freezing payments on this occasion.

For Merlin Annual Passholders, if you are unsure of your New Expiry Date following previous extensions, please visit the New Expiry Date Calculator.

 

** UK national lockdown commencing 5th November 2020 **

To account for the time our attractions will be closed during the second national lockdown, we will be adding a one month extension to current expiry dates for all Merlin Annual Passes active as of 5th November. Pass extensions will happen automatically, and you don’t have to do anything about it.

For Membership Passholders, all payments have now been frozen and will resume from 5th December. This will happen automatically, and you do not need to do anything to activate this.

** UK national lockdown commencing 19th March 2020 **

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 in Spring 2020, 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.

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.

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.

 

Pass Extensions and Membership Freezes: 3rd National Lockdown

Will my Merlin Annual Pass be extended?

Yes, we can confirm that if you purchased or renewed your Merlin Annual Pass after 31st May 2020 you will receive a two-month extension to your expiry date. This will happen automatically and you do not need to do anything to activate this.

If you are unsure of your New Expiry Date following previous extensions, please visit the New Expiry Date Calculator.

I purchased/renewed my Pass before 1st June 2020, will my pass be extended?

Passes purchased before 1st June 2020 will not be extended again, as these passes have already received extensions due to the disruption last year. All passes have received a minimum six-month extension to account for the time our attractions have been temporarily closed to comply with the latest government safety updates in response to COVID-19.

This ensures that all Merlin Annual Passes have received extensions to allow for access to our attractions for the months of Merlin magic they have paid for, during periods when our attractions are able to open safely in accordance with government guidelines.

Will my Monthly Membership be frozen?

Yes, we can confirm that Monthly Membership payments will automatically be frozen for two months from Saturday 9th January and will resume from March 9th 2021.

I purchased my Pass during the 15 months for 12 offer, does this not mean I miss out?

No, all extensions are applied to your current expiry date, which in the case of the 15 months for 12 offer would take into consideration your extra three months. Passes purchased during this offer will have a 21-month total validity, which accounts for the 15 months original validity period plus the extra six months to account for the various lockdown periods throughout 2020 and now into 2021.

Refunds & Cancellations

I would like a pro-rated refund on my Merlin Annual Pass – what do I do?

If you would like to receive a pro-rated refund and cancel your Merlin Annual Pass, please email info@merlinannualpass.co.uk.

I would like to cancel my Membership – what do I do?

If you would like to cancel your Membership please email info@merlinannualpass.co.uk.

Pass Extensions and Memberships: 2nd National Lockdown

Are you extending passes and freezing memberships due to the second national lockdown?
  • To account for the time our attractions will be closed over the second lockdown period, we will be adding a one-month extension to current expiry dates for all Merlin Annual Passes active as of 5th November. E.g. if your old expiry date was June 30th 2021 it will now be July 30th Pass extensions will happen automatically, and you don’t have to do anything about it.
  • For Membership Passholders, all payments have now been frozen and will resume from 5th December. This will happen automatically, and you do not need to do anything to activate this.
How do I redeem the one-month pass extension or membership freeze?

Both the pass extension and membership freeze will happen automatically, and you do not need to take any action.

I’ve already made a Membership payment for November, will I be charged for December?

No, all Membership payments have been suspended from 5th November – 5th December. This means if your payment date for November was between 1st – 4th, you will not be charged on these dates or any other date in December.

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.

Will my annual digipass be extended as well?

** Please note: We are currently awaiting an update from PomVom UK who operate Merlin’s photography services at Chessington World of Adventures Resort, Alton Towers Resort, LEGOLAND Windsor Resort and Thorpe Park Resort. The below information will be updated soon. **

To account for the time Merlin attractions were closed in Spring 2020 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.

Merlin Discovery Pass

What is the Merlin Discovery Pass?

The Merlin Discovery Pass is a weekday-only pass which unlocks over 180 days access to the UK’s biggest and best attractions for the smallest price. The Merlin Discovery Pass is a digital pass meaning you won’t need to worry about forgetting your Annual Pass cards when leaving the house. Instead, tickets will be emailed directly to your inbox where you can simply add them to your Apple wallet, or just save the e-mail containing your ticket if you’re not an Apple user.

When can I visit the attractions with the Merlin Discovery Pass?

The Merlin Discovery Pass unlocks over 180 days access to Merlin’s attractions. The pass is only valid on weekdays during term time and has a number of restrictions including school holidays, bank holidays and public holidays. Please check the exclusion dates here before purchasing this pass.

How long will the Merlin Discovery Pass be on sale?

The Merlin Discovery Pass is a limited-edition pass. We are only selling a small number of these passes so be sure to take advantage of the offer if you are interested in purchasing this pass.

Do I need to pre-book tickets with the Merlin Discovery Pass?

Yes. As with our other Annual Passes, you will need to pre-book your tickets before heading to the attractions. This is to ensure we are managing the capacity at our attractions and keeping our guests safe. You can pre-book your tickets online and will soon be able to amend your booking with our new booking system. Once you have made a booking, you will be sent an email with a link to your digital tickets.

Is the minimum age for the pass still 3 years old?

Yes. You do not need to purchase a pass for your child who is under three years old.

Can I receive a carer pass if I purchase a Merlin Discovery Pass and require assistance?

If you are disabled and require assistance on your visits to our attractions, we issue one complimentary pass per disabled Passholder to be used by any carer - this is transferable between carers; the carer pass is issued to the disabled guests and carers' passes will have the name, date of birth and a photo of the disabled guest.

To obtain a complimentary carer pass, just purchase your Merlin Discovery Pass online and then click here to complete a form and receive a unique code to redeem against your carer pass.

Do I receive any discounts with the Merlin Discovery Pass?

No. To enable us to sell the Merlin Discovery Pass for the very best price, discounts on food and beverages, merchandise, hotels and other experiences are not available on the Merlin Discovery Pass.

Is there a pay monthly option for the Merlin Discovery Pass?

No. There is no pay monthly option for the Merlin Discovery Pass.

When will Standard and Premium Merlin Annual Pass go back on sale?

As of 24th September 2020, we are no longer selling Standard and Premium Merlin Annual Passes and we can now confirm that these products will not go back on sale. Based on your helpful feedback, we will be releasing two brand new Merlin Annual Passes instead which we are excited to share more about with you soon, keep an eye on our website and social media channels for more information!

I am currently a Standard or Premium Merlin Annual Passholder – what does this mean for me?

If you’re currently a Standard or Premium Merlin Annual Passholder, you’ll be able to continue using your pass as usual until it expires. When your pass expires you will have the option to renew into one of our two exciting new products if you wish. Keep an eye on our website and social media channels for more information about our exciting new products coming soon!

I am currently a Standard or Premium Merlin Membership holder – what does this mean for me?

If you’re currently a Standard or Premium Merlin Membership holder, you’ll be able to continue rolling your monthly payments for the Standard or Premium Merlin Pass product you have already purchased, and nothing will change for you. Keep an eye on our website and social media channels for more information about our exciting new products coming soon!

Will you be releasing other passes?

Yes, we’re excited to confirm that we will be releasing two more Merlin Annual Passes later in the year alongside our brand-new Merlin Discovery Pass. Keep an eye on our website and social media channels for more information about our exciting new products coming soon!

Will you cease renewals of Standard and Premium Merlin Annual Passes?

Renewals of Standard and Premium Merlin Annual Passes will continue until we launch our exciting new products where current Passholders will have the option to renew into one of these instead.

Merlin Gold & Platinum Passes

What is the Merlin Gold Pass?

The Merlin Gold Pass is the ultimate passport to a year of epic togetherness at the UK’s BIGGEST and best attractions! With this new Annual Pass, you’ll get 345 days access* to Britain’s most thrilling and awesome experiences. The Merlin Gold Pass cannot be used on our busiest days, so please check the restrictions here before you purchase the pass. As well as receiving a stylish new card and lanyard, the Merlin Gold Pass is also digital.

You’ll receive a Merlin Gold Privilege Pack (including a NEW Gold Pass Lanyard and an exclusive pop badge), free resort parking, three £5 off Fast Track vouchers per year, 20% off food and beverages, 10% off Reserve and Ride at LEGOLAND Windsor Resort and plenty of amazing discounts to use at our attractions throughout the year, including Merlin Holiday Club, which can be viewed here.

*Excludes access to paid events.

What is the Merlin Platinum Pass?

If you’ve got an insatiable appetite for adventure, treat yourself to our best value premium pass – The Merlin Platinum Pass! With this pass you’ll unlock yearly access to our attractions with no exclusion dates*. Take advantage of more fun, more memories and more amazing WOAH-ments that make every visit with a Merlin Annual Pass even more special than the last. As well as receiving a stylish new card and lanyard the Merlin Premium Pass is also digital.

You’ll also receive a Merlin Platinum Privilege Pack (including a NEW Premium Pass Lanyard and an exclusive pop badge), free resort parking, six £5 off Fast Track vouchers per year, three Share the Fun vouchers, 20% off food and beverages, 20% off Reserve and Ride at LEGOLAND Windsor Resort and plenty of amazing discounts to use at our attractions throughout the year, including Merlin Holiday Club, which can be viewed here.

*Excludes access to paid events.

Do I receive any perks or discounts with the Gold and Platinum Pass?

Do I receive any perks or discounts with the Gold and Platinum Pass?

Yes – of course! Please see the perks and discounts you receive with both passes below.

Merlin Gold Pass

  • Privilege pack, a new Merlin Gold Lanyard and an exclusive pop badge
  • 3x £5 off Fast Track (per year)
  • Standard Resorts Parking
  • 20% F&B / Retail Discount at selected retailers
  • 10% off Reserve & Ride at LEGOLAND Windsor Resort
  • Access to Merlin Holiday Club discounts
  • Up to x3 pre-books per attraction at any one time
  • Plus more attraction discounts! These can be viewed here.

 

Merlin Platinum Pass

  • Privilege pack, a new Merlin Platinum Lanyard and an exclusive pop badge
  • 6x £5 off Fast Track (per year)
  • 3x £15 Share the Fun
  • Standard Resorts Parking
  • 20% F&B / Retail Discount
  • 20% off Reserve & Ride at LLW
  • Access to Merlin Holiday Club discounts
  • Up to x6 pre-books per attraction at any one time
  • Plus more attraction discounts! These can be viewed here.
Do I need to pre-book tickets with the Gold and Platinum Pass?

Yes. As with our other Annual Passes, you will need to pre-book your tickets before heading to the attractions. This is to ensure we are managing the capacity at our attractions and keeping our guests safe. You can pre-book your tickets online and will soon be able to amend your booking with our new booking system. Once you have made a booking, you will be sent an email with a link to your digital ticket, if you wish to use a digital ticket rather than your card.

When will your new pre-book system be live?

We are currently working hard on the new pre-book system and expect to launch this soon.

Our new pre-book system will allow Passholders to change the date of their booking or suspend the booking until they are ready to choose another date. Once bookings have been changed or suspended the ticket allocation will automatically reset, becoming available for other Passholders.

Is the minimum age for the pass still 3 years old?

Yes. You do not need to purchase a pass for your child who is under three years old.

Can I receive a carer pass if I purchase a Gold and Platinum Passes and require assistance?

If you are disabled and require assistance on your visits to our attractions, we issue one complimentary pass per disabled Passholder to be used by any carer - this is transferable between carers; the carer pass is issued to the disabled guests and carers' passes will have the name, date of birth and a photo of the disabled guest.

To obtain a complimentary carer pass, just purchase your Merlin Annual Pass online and then click here to complete a form and receive a unique code to redeem against your carer pass.

Will you be discontinuing Standard and Premium Annual Passes and Membership?

Yes. From 24th September 2020 we are no longer selling Standard and Premium Annual Passes and Merlin Membership to new customers. Our new passes are Merlin Discovery Pass, Merlin Gold Pass and Merlin Platinum Pass.

Will you be discontinuing Standard and Premium Annual Pass renewals?

Yes. From Monday 7th December we will no longer be selling Standard and Premium Annual Pass renewals. Passholders who wish to renew their Standard and Premium Annual Pass can renew into one of our new Annual Passes at the discounted renewal rate.

Is there a pay monthly Merlin Membership option for the Gold and Platinum Passes?

We will be launching a pay monthly Merlin Membership option for Gold and Platinum Passes in 2021.

Is there a renewal price for current Passholders who wish to purchase a Gold or Platinum Pass?

Yes, current Passholders who wish to renew into one of our exciting new Annual Passes can benefit from the following renewal prices:

Merlin Gold Pass renewal rate - £159

Merlin Platinum Pass renewal rate - £229

I am currently a Standard or Premium Merlin Annual Passholder – what does this mean for me?

If you’re currently a Standard or Premium Merlin Annual Passholder, you’ll be able to continue using your pass as usual until it expires. When your pass expires you will have the option to renew into one of our new passes at a reduced renewal rate.

I am currently a Standard or Premium Merlin Membership holder – what does this mean for me?

If you’re currently a Standard or Premium Merlin Membership holder, you’ll be able to continue rolling your monthly payments for the Standard or Premium Merlin Pass product you have already purchased until the end of your contract.

Why aren’t you doing family passes?

As a result of your valuable feedback, we know that you want a simpler Merlin Annual Pass offering. We have removed the inclusion of a family and individual rate split so that our pricing is much clearer and easier to understand, to allow our Passholders to clearly see the value and savings they’re making when deciding which pass to purchase. 

Why should I buy a pass after I struggled to use my pass in 2020?

2020 definitely wasn’t the year any of us expected or planned for, especially when it came to how you would usually visit us for memorable and fun days out with your Merlin Annual Pass.

Navigating these unprecedented times was certainly challenging and one of the most difficult parts of this year for us has been not being able to welcome you as freely as we’re used to for awesome adventures at our attractions.

We’re pleased to confirm that these new passes have been created with your freedom of visitation at the forefront of our thinking, and it’s our belief that the changes we’re introducing with these three new products will allow for a return to the Merlin Annual Passholder experience you know and expect from us, including the ability to be able to enjoy visits to Britain’s top attractions again and again throughout 2021.

Short Breaks

I have a hotel booking when the Resort is closed – what can I do?
  • If you had booked a short break and were due to arrive from 05 November to 2nd December 2020, we have automatically converted your booking into a monetary voucher. The voucher will be for the full cash value of your original booking and will be sent to you by email.  When you’re ready, you will be able to use this to book a new short break in 2021.
  • Please keep checking our website and social media channels as we will announce when 2021 tickets are available there.
  • If you wish to discuss your options regarding your Short Break, please head to the attraction’s Help Centre.
How do I redeem my voucher?
  • Vouchers can be used to book short breaks throughout 2021. Simply go through the booking process as usual and enter your voucher code as a payment method at check-out.  The balance of your voucher will be deducted from the total cost of your break.
  • Please keep checking our website and social media channels as we will announce when 2021 tickets are available there.
  • Your voucher code will be sent via email and must be redeemed by 30th June 2021.
I have a short break booked later in the year, but I no longer want to visit, can I get a refund?
  • Any short breaks bookings for stays beyond the Resorts reopening date 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 discuss your options regarding your Short Break, please head to the attraction’s Help Centre.
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.

Passholder Exclusive Days

Will the Passholder Exclusive Days in November 2020 be rescheduled for 2021?

We are happy to share that we will be operating Passholder Exclusive Days in 2021 and will confirm details of these closer to the time.

What are Passholder Exclusive Days?

Passholder Exclusive Days are for all Merlin Annual Pass, Membership holders and Local Annual Passholders and give you the opportunity to experience our attractions exclusively. This means our attractions will not be open to any other guests on these dates.

Can I turn up on the day?

No. We are operating the Resorts on a limited capacity for the health and safety of all our guests and staff, and therefore only guests with pre-booked tickets will be allowed entry. Thank you for your cooperation.

Are Passholder Exclusive Days COVID-19 safe?

Yes. All our Resort Theme Parks meet the Government and Public Health guidance on COVID-19, meaning all the required health and safety processes are in place. Guests are now able to safely enjoy rides and live experiences with stringent safety measures in place, including limited capacity and pre-booked ticket entry only.

Pass Renewals

I’ve just renewed my pass – what do I do?

Purchased during lockdown - Passholders purchasing a renewal during lockdown will have 8 weeks from the end of lockdown to collect their Merlin Passes from an attraction.

Purchased before lockdown - Passholders who have purchased their renewal before lockdown, but are yet to collect will have their 8 week collection period start from the end of lockdown

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.

Pass Renewals for Children Aged Three

Can I purchase a pass for my child who has just turned three?

Yes. Please see details on how to purchase a pass below.

How do I purchase a pass for my three-year-old?
  • To purchase a renewal for your three-year-old, please head to the Renewals Page.
  • Please use an active Merlin Annual Pass and provide your 18-digit card number when prompted.
  • If you are purchasing a renewal for a three-year-old and renewing current passes, please take advantage of our family rate when you make your purchase.
  • If you are only purchasing one renewal for a three-year-old you will need to purchase this at the individual renewal rate, as per usual.
  • When collecting your three-year-old’s pass from the attraction, you will be required to show the Merlin Annual Pass that was used to make the renewal order.
Can I purchase a new membership for my child who has just turned three?

No, we are not selling new Merlin Memberships. However, if you wish to buy your child a Merlin Annual Pass, you are welcome to do this using the above steps and entering your Merlin Membership number.

What pass do I show when collecting my three-year-old’s pass at an attraction?

When collecting your three-year-old’s pass from an attraction, you will be required to show the Merlin Annual Pass that was used to make the renewal order.

Can I purchase a new pass for an older child?

No. We are only introducing passes for three-year-olds to enable current Passholder families to visit the attractions with their child who is no longer Under 3. We are not currently selling Merlin Annual Passes and therefore older individuals will need to currently have a pass in order to renew.

Can I purchase my three-year olds pass at family rate?

If you are purchasing a renewal for a three-year-old and renewing current passes, please take advantage of our family rate when you make your purchase. If you are only purchasing one renewal for a three-year-old you will need to purchase this at the individual renewal rate, as per usual.

Advanced Bookings

Why are you enforcing 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 ticket online.
  • We have brought in this temporary measure so that as many people as possible can experience the magic at our attractions as it will reduce the number of slots that are taken up by individuals who then do not show up. Advanced pre-booking is applicable across all the UK attractions.
  • 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 to acknowledge this requirement to pre-book, as well as to account for our closed months and we appreciate your cooperation during this time.
  • Pre-book tickets for annual pass holders will be available via individual attractions’ websites.
Why is the £1 ticket being removed?

We 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.
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.

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.

Other FAQs

When will your new booking system be live?

We are currently working hard to bring you a new booking system that will allow Passholders more freedom and control over pre-booked tickets. Please be reassured that we will be sharing details of how you can use this new booking system as soon as we have an update.

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 2020.

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