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COVID-19 Information

Update 12th May 2021

Passholders!

We are very excited to confirm that all our UK indoor attractions will be open from Monday 17th May in line with the latest Government guidance. This also includes most of our indoor attractions at our already open Resort theme parks including the brand new for 2021 Gangsta Granny: The Ride at Alton Towers Resort! Attraction openings still to come include the following exciting new additions:

- Black Mirror Labyrinth at THORPE PARK Resort, opens May 21st

- LEGO® MYTHICA: World of Mythical Creatures at LEGOLAND® Windsor Resort, opens May 29th

Pre-booking for all guests, including Passholders, is still required so please ensure you have the date you’d like to visit booked using the pre-booking portal before you arrive.

The health and safety of our guests and team is always our number one priority and our attractions are COVID-secure. In line with Government guidelines, we will continue to have numerous measures in place including reduced capacities, clear social distancing measures, temperature checks, cashless payments and enhanced cleaning procedures.  Please head to the attraction websites for further attraction-specific information.

We ask all Passholders who visit our attractions to closely observe guidelines on maintaining a safe distance between one another and to maintain good hygiene practices. If you, or any family member display any symptoms of COVID-19, please postpone your visit.

We’re so excited for you to enjoy some epic indoor adventures at our attractions following this latest Government announcement, including more awesome New for 2021 attractions!

 

Summer Ticket Release

We originally communicated a release date of mid-May for this second wave of tickets, however it is clear from your comments that you’re keen to start planning your epic summer adventures sooner, and we want to ensure you’re able to do that.

No need to cancel! Find the email confirmation for the order you want to change, and click Manage Reservation to enter the Booking Portal. From there you can login and move your visit to any available date. You can also find a link to the Booking Portal here or on the attraction’s prebook page. You will need your order number and email address used for the booking.

COVID-19 Safety Measures

In line with the Government guidance and recovery roadmap our Resort Theme Parks reopened on Monday 12th April 2021 and our remaining indoor attractions reopened on Monday 17th May 2021. Please head to the attraction websites for more details on this.

Our attraction reopenings are in line with the latest Government guidance set out in ‘Step 2’. We have been in contact with the Government and relevant local authorities and our reopening plans are in accordance with recent updates from the Government in response to the COVID-19 coronavirus.

We are love being able to welcoming Passholders back to our attractions and the health and safety of our guests and staff is always our number one priority. We will continue with our additional hygiene and safety measures which guests will see throughout our attractions and which were successfully introduced and used through summer of last year.

Our attractions will continue to provide an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff. Please note that in addition to previous measures, all guests (over 11 years old) will now be required to wear masks on all our rides* which may be different to your previous visit.

*Exemptions apply including no mask wearing on water/splash rides

Yes, we are pleased to confirm that our Resort Hotels are now reopen in accordance with the latest Government advice.

Please be assured that we would work in close co-operation with the local health authority to support any direct enquiries to them and will act immediately upon their advice. The safety and wellbeing of our guests and staff is our priority and we will continue to monitor the situation at our attraction closely, taking all necessary precautions.

At our attractions we have reviewed every part of our operations and have implemented an extensive range of safety measures to ensure we adhere to government and local authority guidelines to create a safe experience for all guests and staff, and this includes our rides.

Visitors may notice spatial separation markings and other similar operating adjustments around the attraction, including floor markings at our rides queue lines to ensure our rides adhere to the social distancing measures recommended by local governments and health authorities. On the rides, there may be reduced capacity and batching to maintain social distancing that can include empty seats or rows and where possible, grouping within household units.

Our staff will also be encouraged to observe social distancing where practical and we will be providing additional Personal Protective Equipment (PPE) and clothing for our guest facing staff which will include ride operators where appropriate.

As part of our enhanced cleaning protocols, ride hand grips will be cleaned regularly and hand sanitiser will be available to guests throughout the queue line before and after rides and throughout the attractions.

We ask all those who visit our attraction to observe closely our strict guidelines on maintaining a safe distance between each other and to maintain good hygiene practices including utilising the hand sanitiser located around the attraction and if they or any family member displays any symptoms of COVD-19, that they postpone their visit.

We kindly ask that you help us ensure our attractions remain safe places to work and play by following the latest guidance relating to travel in your local area. Anyone affected by changes in Government guidance relating to COVID 19 should use the Pre-Booking portal to rearrange your visit for another day.  

Pass Extensions/Payment Freezes

Yes, we have applied multiple extensions to account for time lost due to temporary attraction closures in accordance with Government advice throughout the past year, including the most recent period. This means that your new expiry date will be different to the one currently printed on your card.

The length of the extension applied to your pass depends on what your original expiry date was, and therefore how much time you missed out on due to temporary attraction closures. These have been applied automatically, and you do not need to do anything to activate these.

As there have now been various extensions applied to passes at multiple times throughout the past year, we recommend using our New Expiry Date calculator to check what your new expiry date is.

Yes, we can confirm that Monthly Membership payments were automatically frozen for a further one month and payments resumed from April 9th 2021.

We can now confirm that Monthly Membership payments have resumed. 

Going forward into 2021 there will be no further extensions to annual Digipasses that have expired during the months of November 2020 - March 2021. This is because during a usual operating season, most of our attractions accepting Digipasses would be closed to Passholders during these months of the year.

Any Annual Digipasses that expire past these dates are active and available to be used, but will also not receive any further extensions under this same premise.

If you have any further questions or queries, please contact Picsolve directly to discuss.

New Pre-Booking System

Passholders can pre-book tickets to our attractions here. Just head to the pre-booking page on the Merlin Annual Pass website or head straight to the website for your attraction of choice and follow the instructions there.

Please note that Passholder pre-book tickets are available in line with the latest government advice and are subject to availability. Remember to check the attraction website for the latest updates on ticket availability.

We are now able to safely re-open our attractions in accordance with Government guidelines, but to do that we must adhere to strict social-distancing measures to help keep us all safe. In order for us to do that our attractions operate with capped capacities and Passholders need to pre-book a ticket to present with their valid Annual Pass to help us manage this.

It’s really easy, just go to the ‘Pre-book Your Ticket’ section of the webpage here and follow the instructions.

Yes you can! Just add in all the pass numbers for your group when prompted and you can pre-book your tickets at the same time so you can visit together. Please note that only groups using the same pass type may book together, different passes must book separately.

Yes you can! If your plans change, simply log back in to the booking portal and select to cancel your booking. This means another Passholder will have the chance to use this ticket and nobody will miss out.

Yes you can! To cancel, please complete and submit this form. Your booking will then be cancelled and tickets will be released back for other Passholders to enjoy instead.

For Under-3s tickets, this depends on which attraction you are looking to visit:

  • For Chessington World of Adventures, Alton Towers Resort, Warwick Castle and Midway attractions you can book a free ticket for Under-3s when prompted during your booking journey.
  • Thorpe Park Resort and LEGOLAND Windsor Resort do not require Under-3s to pre-book Passholder tickets.

Unfortunately, in 2020 a few Passholders took advantage of our system and pre-booked more tickets than they needed, meaning that other Passholders sadly missed out. By capping pre-books to 3 at any one time per pass, per attraction (or 6 if you’re a Platinum Passholder) this will help to prevent this from happening again and means a safer, fairer system for all.

All this means is that you can only have your limited number of pre-booked tickets per attraction at any one time.

For instance, you could have x3 Thorpe Park, x3 Alton Towers and x3 SEA LIFE London at one time, however you would have to wait until you’ve used or cancelled one of your Alton Towers tickets before going ahead and booking another for that particular attraction.

Yes, in order for the new system to work and be fair for all Passholders, all pass types will be required to pre-book through the same system.

We’re very proud of our new pre-booking system and are confident that this easier way of managing tickets combined with capping the amount of pre-book tickets Passholders can have at any one time will lead to much more availability for all throughout the 2021 season.

We will also be releasing tickets in waves throughout the year to prevent our most popular times from being immediately booked up.

No, Passholders with a Resort hotel booking do not need to pre-book, entry is automatically guaranteed with your stay alongside a valid Annual Pass.

Yes, you will be asked to present your pre-book ticket with the date of entry alongside your valid Annual Pass, which you will scan as normal.

As a VIP Passholder, your barcode will work with the Platinum Pass booking links.

Pass Extensions and Membership Freezes: 3rd National Lockdown

Yes, we can confirm that if you purchased or renewed your Merlin Annual Pass after 31st May 2020 you have received a two-month extension to your expiry date. This happened 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.

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.

Yes, we can confirm that Monthly Membership payments were automatically frozen for three months from Saturday 9th January and payment resumed from April 9th 2021.

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

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

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

Short Breaks

  • If you had booked a short break and were due to arrive during a period when our hotels were closed in line with Government guidance, 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.
  • If you wish to discuss your options regarding your Short Break, please head to the attraction’s Help Centre.

  • 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.
  • Your voucher code will be sent via email and must be redeemed by the date specified in your email. 

  • 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.

  • 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.

Pass Renewals

Sit back and relax! We will deliver your brand new renewed Merlin Annual Pass to you by post. It will be with you really soon! In the meantime, you also have your digital Annual Pass which you can use instantly.

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

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

  • 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.

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.

We are currently not issuing passes at attractions, these will be posted to you instead. 

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 new Merlin Annual Passes and therefore older individuals will need to currently have a pass in order to renew.

Removal of Merlin Annual Pass From Sale

As we want to provide the very best experience for all of our Passholders, we are currently not selling new Gold & Platinum passes at this time whilst social distancing is in place. This is to keep all of our guests and staff safe, in line with Government advice.

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.

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.

Yes you can! 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.

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

Other FAQs

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.