Merlin Annual Pass レビュー 1,743

Merlin Annual Pass からの回答

2026年4月16日

Hi Sathya,

Thank you for feedback and I apologise for the error you have experienced when purchasing your pass. We have taken on your feedback and will ensure that this doesn't happen with any future sales that we may have.

We have responded to your email that you sent to us with a resolution for you. 

Please do not hesitate to get back in contact if there is anything else that we can help with. 

Kind regards,

Merlin Annual Pass からの回答

2026年3月30日

Hi Eleanor,

Thank you for your review.

Over the weekend our pre-booking portal started experiencing errors which meant people were unable to pre-book. I am pleased to confirm that this error has now been fixed, and you should now be able to log in and make your bookings as normal. 

I am sorry that you were affected by this and I thank you for your patience whilst this was rectified. 

Many thanks

Merlin Annual Pass からの回答

2026年3月9日

Dear Guest,

Thank you for taking the time to share your feedback.

The review page relating to the Ride Access Pass (RAP) is managed by a separate team, which allows them to monitor feedback directly and ensure comments are reviewed by the appropriate department. Please be assured this has not been introduced to deflect feedback. We recognise that the current system requires further improvement and we are actively listening to guest feedback as we continue to refine the scheme.

As part of our ongoing review, a trial had been proposed during the half-term period. However, following extensive feedback from members of the RAP community, we have decided to pause the trial. We acknowledge that some challenges within the RAP system may continue in the short term. Our teams remain committed to developing a model that is sustainable, fair, and fit for purpose.

In response to guest feedback that our busiest and most popular days were reaching capacity too early, RAP allocations for the 2026 season will now be released three months at a time. We will also continue to offer alternative allocation waves, with the booking window extended to 48 hours (previously 24 hours) for guests who may not have secured a pre-booking.

We appreciate our guests’ patience and understanding while we work towards a more effective and equitable approach. Accessibility remains a priority across our attractions, and we thank you for your continued cooperation in helping us improve the experience for all guests.

Thank you again for sharing your feedback.

Kind regards,

Merlin Annual Pass からの回答

2026年3月4日

Hi Tracy, 

Thank you for your feedback regarding your passes. 

We are aware that we had some issues over the weekend with pre-booking the LEGOLAND Discovery Centres, we are pleased to say that this has now been fixed, and you are able to continue booking through the portal as before.

I hope this information helps, and please don't hesitate to reach out to us at info@merlinannualpass.co.uk if you need any further assistance. 

Thank you for your patience whilst we rectified the issue.

Kind regards

Merlin Annual Pass からの回答

2026年2月25日

Hi N Dixon,

Thank you for your feedback regarding the new Ride Access Pass System. 

Based on guest feedback that our busiest and most popular days were reaching capacity too early, the Ride Access Pass allocations for the 2026 season will now be released three months at a time.

We will continue to offer alternative waves of allocation, and we are extending the release window to 48 hours from 24 hours previously for those who may have been unable to secure a pre-booking.

To view the full 2026 Ride Access Pass allocation release dates please follow this link; https://www.accessibility.merlinentertainments.biz/media/xm3nwa5u/merlin-rap-allocation-2026.webp?format=original

I hope this answers your concerns and please do not hesitate to contact us at info@merlinannualpass.co.uk if you need any further assistance.

Kind Regards

Merlin Annual Pass からの回答

2026年2月23日

Hi Nathan,

Thank you for taking the time to share your feedback and I am sorry to hear that you are being shown as not eligible, we recently conducted a review of our Ride Access Pass System we accept:

• Difficulty Standing - for individuals with physical mobility impairments that make standing for prolonged periods difficult or impossible
• Level Access - for individuals who require wheelchair-accessible facilities or who are unable to navigate even a few steps
• Urgent Toilet Needs - for individuals who may require immediate access to toilet facilities
• Crowd Symbol - for individuals who find crowded environments or queues overwhelming or distressing, often due to neurodivergence or mental health conditions

If you are able to contact us at info@merlinannualpass.co.uk with your full name and your 6 digit Nimbus reference number, we would be more than happy to investigate further for you and provide further assistance.

We look forward to hearing from you soon.

Kind regards

Merlin Annual Pass からの回答

2026年2月17日

Hi Sarah,

Thank you for your feedback and taking the time to leave us a review.

We do have a pre-booking system in place to help us manage our capacity and ensure our passholders are guaranteed entry. Our booking system updates in real time, so availability can change throughout the day as our guests move or cancel their bookings, so it is always worth checking back.

I also would like to reassure you that if paid tickets are still available, for your group size, when you arrive at the attraction and you have not been able to secure a pre-book slot, you will absolutely be granted entry.

If you do have any questions or need any support with pre-booking our team are always happy to help, and you can find our contact details here https://www.merlinannualpass.co.uk/our-company/contact-us/

Thank you again for your review, and we hope to welcome you to our attractions soon!

Merlin Annual Pass からの回答

2026年2月17日

Hi Jacob,

Thank you for your lovely feedback!

It really makes us happy to hear that you’ve got so much enjoyment and value out of your pass last year. That’s exactly what we hope for. The fact that you’re planning to do the same again this year is amazing.

We’re pleased you have found that the booking system’s been easy to use, that’s always the goal, so it’s great to know it’s working well for you.

We can’t wait to see you again and be part of another great year for you!

Merlin Annual Pass からの回答

2026年2月16日

Hi Emma,

I am very sorry that the proposed changes to the Ride Access Pass system have made you feel that way.

We fully recognise the impact that the previous RAP eligibility decision had on some of our guests and our intention was never to make any of our guests feel as though their needs had been disregarded.

Since then, we have been listening closely and carefully reviewing the thoughts and feedback from our guests. In doing so, we feel it’s important that we fully reflect on what’s been shared, whilst we consider how RAP can evolve to create better experiences for everyone.

The proposed RAP changes have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.

Merlin Annual Pass からの回答

2026年2月16日 に更新

Hi Josh,

I’m really sorry you feel this way.

The proposed RAP changes have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.

Thank you for taking the time to share how you feel. Speaking up about this matters, and your feedback is part of the ongoing conversation about making sure everyone feels seen and supported.

Merlin Annual Pass からの回答

2026年2月16日 に更新

HI Stuart,

I’m really sorry to read this. It’s clear that your passes once brought a lot of enjoyment.

The proposed RAP changes have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.

We truly hope that, in time, you may reconsider and feel able to visit again. It would be wonderful to welcome you back for many more happy days out in the future.

Merlin Annual Pass からの回答

2026年2月16日

Hi Joe,

Thank you so much for taking the time to share this. It’s really lovely to read such positive feedback.

It’s great to hear that your Platinum Pass gives you the flexibility and value you were hoping for, and that you’re enjoying the wider perks beyond the attractions too. Being able to visit when it suits you and make the most of those benefits is exactly what many passholders look for.

Thank you again for your support and enthusiasm. It genuinely means a lot, and we hope you continue to enjoy many more great days out.

Merlin Annual Pass からの回答

2026年2月16日 に更新

Hi R K,

I’m really sorry you’ve been left feeling this way. When all you want is for your family to enjoy a day out safely and fairly, it’s hard not to feel hurt when that feels uncertain.

For many families, we understand that reasonable adjustments aren’t extras, they’re what make the experience possible in the first place. Wanting your loved ones to feel included and comfortable is completely natural.

The proposed RAP changes have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place. There is a genuine opportunity here to move forward in a better way.

It’s understandable to feel cautious, but there is hope that visits can feel positive again. Families like yours should feel welcome, supported and able to make happy memories, and that remains the goal.

Merlin Annual Pass からの回答

2026年2月16日 に更新

Hi Julian,

I’m really sorry you’ve been left feeling like this. Any time we explore changes to the Ride Access Pass, our aim is to make the system work better for the guests who need it.

The proposed RAP changes have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.

We’re genuinely hopeful that this pause allows families like yours to feel able to visit again, and we would be excited to welcome you back when it feels right for you and your children.

Merlin Annual Pass からの回答

2026年2月16日 に更新

Hi Barry, 

After visiting 20 attractions in just two years and spending so much of your time and money with the parks, walking away clearly isn’t something you’ve taken lightly.

The proposed RAP changes have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.

I understand that you feel the need to step away after everything you’ve invested, but we do hope that you will still choose to visit, and we can welcome you to our attractions again soon.

Merlin Annual Pass からの回答

2026年2月16日 に更新

Hi James,

I’m really sorry you’re feeling this way. When you’re thinking first and foremost about your daughter’s mental health and wellbeing, that’s completely understandable. No parent wants to risk turning something that should be joyful into something distressing.

The proposed RAP changes have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.

We do hope that you are still able to visit and continue to make memories with your daughter.

Merlin Annual Pass からの回答

2026年2月16日 に更新

Hi Kez,

I’m really sorry to read this. It’s genuinely upsetting to hear that your family now feels excluded.

The proposed RAP changes have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.

We hope that this will help you feel that you are still able to visit and make many more memories together as a family.

Merlin Annual Pass からの回答

2026年2月16日 に更新

Hi Lena,

Thank you for writing this and for speaking so honestly about your son. You can feel how much these visits have meant to him, not just as days out, but as something that helps him regulate, feel proud, and simply enjoy being a child.

After the strength of feeling shared by families, the proposed RAP changes have been paused and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.

We want to continue developing approaches that support our visitors throughout every part of their day, focusing on other meaningful adjustments that help guests with a wide range of access needs.

Thank you again for your feedback

Merlin Annual Pass からの回答

2026年2月16日

Hi Mrs Oram,

I’m really sorry to read that this has been your experience. It’s disappointing to hear that ride availability, entertainment and accessibility have left you feeling this way.

Hidden disabilities are recognised, and it’s clear from the feedback shared that many guests were worried about feeling excluded. The proposed changes to RAP have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.

Your feedback is important, and it forms part of the ongoing conversations about both accessibility and the overall guest experience.