Frequently Asked Questions
Terms & Conditions Update
Please see below for the answer to our most frequently asked questions about the recent Terms & Conditions update.
We’re introducing this policy to ensure all of our Passholders, including you, are able to visit our attractions as often as possible and make the very most out of their Merlin Annual Pass. This change will help ensure that Passholders are only booking for dates/timeslots that they intend to visit, meaning everybody has a fair chance of booking the slot they want.
Pre-booking allows us to better manage our parks and attractions so everybody has the best day possible, including you our Passholders!
We have been listening to your feedback and are actively working on changes coming to the pre-booking system that will making the pre-booking process much easier. We are planning to launch these improvements soon - stay tuned for further updates on this!
We appreciate that everybody’s situation is different and sometimes your day out has to be cancelled. This is something we are taking into consideration with this change. By getting into contact with the Merlin Annual Pass Call Centre team on 01372 751411 (local rate number) on Monday – Friday from 9am – 4pm, or by filling in our contact form found on the Merlin Annual Pass website, our dedicated help team will be on hand to review on a case-by-case basis and remove any no-shows that are unavoidable through these means. These changes are being introduced to ensure that the booking system remains fair for all our valued passholders and that nobody is impacted unfairly.
We know nobody ever wants to cancel a great day out, but sometimes it is unavoidable. This is something we are taking into consideration with this change. The Merlin Annual Pass Call Centre team are able to look at no-shows retrospectively, so by getting in touch with our team on 01372 751411 (local rate number) on Monday – Friday from 9am – 4pm or by filling in our contact form found on the Merlin Annual Pass website, we will be able to review and amend any no-shows that are obtained due to missing a booking through an unavoidable circumstance.
If your pass fails to scan, ensure the staff at the attraction are made aware and they will log this. If any no-shows are obtained following this, these can be discussed with the Merlin Annual Pass Call Centre team on 01372 751411 (local rate number) on Monday – Friday from 9am – 4pm or by filling in our contact form found on the Merlin Annual Pass website, where we’ll be happy to assist with removing any no-shows and resolving any pass-related scanning issues.
Have a Question?
See all the answers to our frequently asked questions below.
Passes that expired from September 2020 – 2nd August 2021 have until 9th September to renew their pass.
From 9th September, all existing Passholders will now have one month from your current expiry date to renew for another year of EPIC!
For passes that have been extended, this will be your new expiry date with extensions applied.
You can purchase a pass on the Merlin Annual Pass website and at any of our UK attractions.
Please head here to update your Membership details.
Should a Merlin Annual Passholder require assistance on their visits to our attractions, we issue one complimentary pass per Passholder to be used by any carer - this is transferable between carers. Please head here to find out more.
Gold and Platinum Passholders will receive their physical passes and privilege packs (including lanyard, pop badge and vouchers) in the post within 30 days.
All Merlin Annual Passholders now receive a digital pass. This will be e-mailed to you and is ready to use instantly once your purchase is complete. Just enter your pass barcode when you want to pre-book a ticket. Head here to learn how to use your digital Annual Pass.
Just head here to check the restriction dates for the Discovery, Gold & Platinum Pass.
In order for us to continue to manage our attraction capacities to ensure we deliver the very best and most magical days out possible for our guests, including you our Passholders, everybody will continue to be required to pre-book a ticket to our attractions.
It’s really easy, just head to our Passholder Pre-Book Hub here and follow the instructions.
To ensure we deliver the very best and most magical days out possible for our guests, including you our Passholders, everybody will continue to be required to pre-book a ticket to our attractions.
For instance, you could have x3 THORPE PARK Resort, x3 Alton Towers, x3 SEA LIFE London, x3 Warwick Castle at one time. Once you’ve used one ticket, you can pre-book another.
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 a new date to move your booking, or complete and submit this form if you need to cancel your booking. This means another Passholder will have the chance to use this ticket and nobody will miss out.
For Under-3s tickets, this depends on which attraction you are looking to visit:
- For 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, Chessington World of Adventures and LEGOLAND Windsor Resort do not require Under-3s to pre-book Passholder tickets.
Still have a question?
Check our Help Centre by using the link below.Visit Help Centre