COVID-19 – Information for Merlin Passholders

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 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. This £1 booking fee per passholder 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 (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. 

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 do I have to pay a £1 booking fee?
  •  At this time, 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.
  • 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.
  • We have decided not to limit the number of times you can visit each of our attractions.
  • To account for the months 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 (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.
  • 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.
How long you will keep charging £1 booking fee?

It is expected that attractions that typically don’t charge booking fees will stop charging once the capacity restrictions are lifted.

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

Carers do not have to purchase a prebook ticket. Attractions can issues these tickets at admissions when you arrive.

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

Under 3s do not have to purchase a prebook ticket. Attractions can issues these tickets at admissions when you arrive.

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.

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