Can’t get through to speak to someone and it seems booking conditions for my annual Merlin pass has changed, so I can’t book the attraction I want for my sons birthday which is in 5 months time. It’s... もっと見る
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Great - can book next day events. Once in the booking website , easy to book. Need to improve - not very easy to find the booking site , because all searches take you to membership purchase ( n... もっと見る
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I highly recommend getting a Merlin Annual Pass, so much on offer from Theme parks to Sea life adventures, days out in London, Cadburys world and so much more. These cards are game changers as an Ind... もっと見る
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I have been impressed with the range and variety of places we can visit with our Merlin Annual Pass - it’s not all rollercoasters and theme parks. The process for booking trips and visits is very eas... もっと見る
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企業情報
当該企業による記述
Unlock unforgettable in 2025 with a Merlin Annual Pass - the ultimate passport that unlocks epic days out at the UK’s biggest & best attractions! Get access to Britain’s most thrilling and awesome experiences, plus exclusive discounts and perks. Say YES to an EPIC season of fun! Merlin Annual Pass is your portal to incredible adventure, heart-racing rollercoasters, and so much more. With a Merlin Annual Pass, you can visit over 20 attractions including Alton Towers, Thorpe Park, The LEGOLAND® Windsor Resort, The London Eye, and SEA LIFE Aquariums. You’ll never be bored during the holidays again, whether it’s a soggy Sunday, a wickedly fun Wednesday, or a terrific Tuesday filled with thrills. Grab your Pass for an epic adventure for the whole family!
連絡先
Arbor Building, 16th Floor 255 Blackfriars Road London , SE1 9AX, London, 英国
- 01372 751411
- info@merlinannualpass.co.uk
- merlinannualpass.co.uk
3.7
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1858件のレビュー
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Love our Merlin Pass… customer service shocking.
Love our Merlin Pass, however continually struggling with Thorpe Parks customer service team. I have requested a member of management from Merlin contact me directly regarding my issues at Thorpe Park and so far just keep getting the same customer service employee at Thorpe Park. Please contact me regarding my case - Case number [#-13580366-] F.H
2026年8月16日
自発的なレビュー
Merlin Annual Pass からの回答
Hi Felicity,
I am pleased to hear that you love your passes, but I am sorry that you feel the Customer service has not met your expectations.
I have looked into your case and can see that you have had a reply since leaving this review and I hope that your issue gets resolved. If you need any further assistance regarding your pass, please do not hesitate to get in contact with the Merlin Annual pass team at info@merlinannualpass.co.uk, and we will be more than happy to assist you.
Kind Regards
Shrek... and London Eye
Shrek.... why do you insist on making people stand in queues longer for photographs that they don't want - entering and leaving. This just causes back log, lots of waiting and frustration. Ask if people want a photo or not. Step to one side if they do. This happened at Shrek and London Eye. Infuriating
2026年8月28日
自発的なレビュー
Merlin Annual Pass からの回答
Hi Guest,
Thank you for taking the time to share your feedback!
I’m sorry to hear about the frustration and inconvenience you experienced at both Shrek’s Adventure and the London Eye.
We appreciate you taking the time to share your feedback. We will raise your comments with the relevant teams so they can review the current process and consider how this could be improved to make the experience quicker and easier for our guests.
Kind regards,
Merlin stay free pass
Essential pass value for money* if near London have saved on the total costs already. Look out for offers of a *Merlin stay and free pass* then the booking portal is easy to use and you can book multiple visits to the same attraction at the same time
2026年6月26日
自発的なレビュー
Merlin Annual Pass からの回答
Hi Guest,
Thank you for sharing your feedback!
I’m pleased to hear that you’ve found your Merlin Pass to be great value for money. We’re also delighted to hear that you find the pre-booking portal easy to use, this is exactly what we strive for.
We can’t wait to welcome you back soon so you can continue creating more magical memories with us!
Kind regards,
Merlin Annual Pass からの回答
Hi Robin,
Thank you for sharing your feedback!
We’re sorry to hear that you experienced long queue times and some ride closures during your visit.
Unfortunately, during peak periods, queue times can be longer than we would like. However, please be assured that our teams on site do everything they can to manage the queues fairly and efficiently, with the aim of getting guests onto the rides as quickly as possible.
Regarding the ride closures, this is not a decision we take lightly. On some occasions, closures are unavoidable, as the health and safety of our guests and staff is always our utmost priority. Please be assured that whenever a ride does need to close, our teams work hard to reopen it as quickly as possible, while ensuring that the highest standards of health and safety are maintained.
We’re sorry that these circumstances impacted your visit, and we truly appreciate your understanding.
Kind regards,
Discrimination
I use medical cannabis and on two different occasions at Chessington and Sealife London i have faced discrimination from security. When I contacted the head of global access I had to educate her on the different between smoking/vapeing and medical use. They expect you to use your medication in a smoking area.
2026年5月4日
自発的なレビュー
Payed over £600 on passes bought the…
Payed over £600 on passes bought the platinum one so could get free drinks cup etc said on there website if not delivered in time go to guest services and they will sort you out,well they didn’t they fobbed me off gave me a number for customer services who said it may take 30 days for the welcome pack to come out if I’d of none it would be this painful I’d of not bothered
2026年8月25日
自発的なレビュー
Merlin Annual Pass からの回答
Thank you for your feedback, Niall.
I'm sorry to hear that you were disappointed with your experience following the purchase of your pass.
All new pass packs are produced and dispatched directly from our distribution warehouse, and delivery can take up to 30 days. Unfortunately, we're unable to authorise collection from an attraction while an order is still being processed, as we cannot intercept or cancel packs once they have entered the fulfilment process. Collection can only be arranged if you have received confirmation that your order could not be delivered, or if the 30-day delivery timeframe has passed.
I appreciate that this may not have been the outcome you were hoping for, and I understand your frustration. Please be assured that your feedback has been shared with the relevant teams as we are always looking at ways to improve the experience for our Passholders.
Kind regards
Merlin Annual Passes have been well…
Merlin Annual Passes have been well worth the initial cost as we have already got more than our moneys worth and more importantly made lots of wonderful memories.
2026年8月23日
自発的なレビュー
Merlin Annual Pass からの回答
Hi Julie,
Thank you for sharing your feedback!
We're so pleased to hear that you found your Merlin Passes to be such great value for money, and even better to hear about the many wonderful memories you've made while using them.
We can't wait to welcome you back soon, so you can create even more magical memories with us!
Kind regards,
Got too complicated and savings quite small now
Every year the Merlin passes become harder to make the savings they use to having to jump through different hoops to get discounts in parks , not being able to use them at the increasing number of franchises that are replacing in house refreshment stalls in the parks , booking activities when you use to be able to just turn up on the gate and go straight in and fast passes were once a perk of buying an annual pass ( gold) buying an annual pass is becoming less and less attractive every year
I am also disappointed that Blackpool is no longer available as part of the Merlin pass I was looking forward to doing that one but as I don’t live close to that attraction it requires more planning
Getting the most out of my pass has become extremely complicated and time consuming
2026年8月26日
自発的なレビュー
Merlin Annual Pass からの回答
Hi Guest,
Thank you for taking the time to share your feedback with us.
Regarding discounts at food and beverage outlets within the parks, we appreciate that there are unfortunately some outlets where the discount cannot be used. However, please be assured that many outlets across our parks do still qualify for the discount.
We also ask guests to pre-book attractions rather than simply turning up on the day. This is to guarantee entry and to ensure that health and safety guidelines are adhered to, while also allowing us to effectively manage park capacity. This helps us provide all our guests with the best possible experience, and we would never want a guest to arrive and be refused entry because the park has reached capacity.
We appreciate that it can be disappointing when there are changes to the attractions included with our memberships. We always endeavour to give our guests as much notice as possible regarding any upcoming changes.
We continued to manage and operate these attractions up to and including Thursday 31 July 2025. From Friday 1 August 2025, Blackpool Tourism Ltd commenced the management and operation of these attractions. (Merlin have continued to operate SEA LIFE Blackpool and The Gruffalo & Friends Clubhouse in a building leased from Blackpool Council)
All bookings made for dates from 1st August 2025 were honoured, and guests were still able to access these attractions until 31st December 2025, excluding any applicable restricted or closed dates. From 1 January 2026, the terms and conditions changed, meaning that these attractions are no longer accessible with a Merlin Annual Pass or Merlin Monthly Membership.
We do sincerely apologise that you feel disappointed by these changes. We are continually reviewing the benefits included with each pass type to ensure that our guests feel they are receiving the best possible value from their membership.
Thank you again for taking the time to share your feedback with us.
Kind regards,
Very disappointing experience with…
Very disappointing experience with Merlin’s Ride Access Pass system. Disabled guests are essentially left competing against each other for a limited number of accessibility slots. I repeatedly checked for availability and eventually had to change our tickets and family plans just to get a RAP on a different date.
I understand capacity needs to be managed, but telling disabled guests that if there are no spaces available they can simply use the standard queue or get a refund is not an adequate solution. Especially when the disabilities being accommodated can include anxiety, OCD and panic.
Accessibility should not feel like a Hunger Games-style race to secure a slot. If Merlin doesn’t have enough capacity, they need to manage the system better or provide an alternative reasonable adjustment. Very disappointing from a company that should be making its attractions accessible to everyone.
2026年8月25日
自発的なレビュー
It's such a great way to save money and…
It's such a great way to save money and make sure your family has an amazing time
2026年8月25日
自発的なレビュー
Merlin Annual Pass からの回答
Hi Ipsa,
Thank you for sharing your feedback!
I'm so pleased to hear that you've found your Merlin Passes to be great value for money and that you've made some wonderful memories along the way.
We hope to welcome you back again soon, so you can continue making even more magical memories!
Kind regards,
I would not recommend if you require RAP
I would not recommend if you have autistic children and require rap services as it’s virtually impossible to get with the new system. The staff are so inconsistent with how they deal with people, for example one ride we were told my child didn’t need to remove his ear defenders and then the next time we rode the same ride we were told he had to take them off but they didn’t say anything until he was already on the ride. These types of inconsistencies are very difficult for my child to understand and causes him unnecessary upset.
I also wouldn’t recommend purchasing the photo pass as they are changing their system and instead of just scanning the photo you have to queue at guest services to get them to add them all together at the end of the day which takes quite a lot of time.
2026年8月23日
自発的なレビュー
Merlin Annual Pass からの回答
Hi Claire,
Thank you for taking the time to share your feedback!
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 have been 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
We kindly ask to cancel your booking in the Ride Access Pass App if your plans change, freeing up availability to help ensure that everyone has access to having a great day out.
We're sorry to hear about the inconsistencies you experienced with our team regarding the use of ear defenders. We understand that some guests may benefit from wearing ear defenders during their visit. To support this, ear defenders may be worn on selected rides and attractions, subject to the safety requirements
For safety reasons, ear defenders must be worn securely throughout the experience. If they cannot be worn securely, they cannot be taken onto the attraction. This comes under our no loose items ride restrictions.
We are continuing to work closely with our Health & Safety, Accessibility and Operations teams to explore additional options that may enable more guests to wear ear defenders on further attractions in the future.
If you have any questions or would like assistance planning your visit, please speak to a member of the team on the day or email our Merlin Accessibility Team rideaccesspass@merlinentertainments.biz
Please be assured that we will relay your feedback to the relevant team. Your comments regarding the inconsistencies in communication and the RAP system are extremely valuable, and will help us understand where improvements may be needed.
Regarding the photo pass I sincerely apologise for any inconvenience caused during this transition. Please be assured that the appropriate measures have been put in place to ensure that you will still receive your photos.
We kindly ask that you bear with us while the transition is completed and the new system is fully implemented.
We’re truly sorry that your experience did not meet the standard we aim to provide, and we appreciate you taking the time to share your feedback with us.
Kind regards,
Sick and tired of The same people…
Sick and tired of The same people passing me and my kids because of fast track. Same people 3 or 4 times heading to the front of the queue, while we wait hours on end for the same rides.
2026年8月2日
自発的なレビュー
Avoid Chessington even Merlin couldn’t make it magic
Go to alton towers totally avoid Chessington world of Mis Adventure rude staff running the park and the manager was worse being abusive and completely unhelpful complaint going in, legoland was a bit unorganised not much signage and bits very dated.
2026年8月21日
自発的なレビュー
Almost every ride has fast pass it’s…
Almost every ride has fast pass it’s disgusting. Won’t be renewing, just to sit in queues that take even longer while fast pass gets to queue jump. Not only that they all get let in to the front first, so if 20 turn up you have to wait until they all get to queue jump.
Literally a scumbag idea. Anti British, hope the parks fail until they remove it.
2026年8月19日
自発的なレビュー
The Merlin pass has been amazing
The Merlin pass has been amazing. I bought them for myself my daughters and six grandchildren, we have had a ball. We bring picnics and drinks and have loads of free days out. We have been to London. The London eye, madam toussauds,sea life centres,Alton towers , Cadbury world,,Lego land in Birmingham, Warwick castle, and are planning to do Blackpool in October. We have also booked for Halloween experiences and Christmas.
2026年8月5日
自発的なレビュー
Good way to save money and enjoy a lot
2026年8月15日
自発的なレビュー
I have purchased the Merlin passes for…
I have purchased the Merlin passes for some time - they are great value if you are just wanting to do all the London experience’s or visits to the theme parks. Not just for children - adults that like attractions can benefit from the pass - I do have the platinum pass, it doesn’t restrict you on the theme events - shout out to Alton towers for a fantastic fireworks - Thorpe park brilliant for scare fest - chessington and LEGOLAND for Christmas. You also get the parking free and discount in shops it’s great for Lego lovers! My only disappointment since having Cadbury world added. we have lost Blackpool activities- this was a good weekend away using the passes. Then I have heard Lego discovery in Birmingham will be coming off the pass. Lego discovery is good in the winter when the theme parks are closed so the pass is still purposeful.
Pre booking is easy - the free tickets to bring family and friends could be more simple - adding to the portal would be helpful.
Having the one free fast track was a good introduction.
Alton towers waterpark - if this was brought in to the pass to compensate the loss of the lego discovery and Blackpool that would be good as that is all year round.
I hope you find this useful when considering the Merlin pass.
2026年8月21日
自発的なレビュー
Amazing and my family can enjoy tons of…
Amazing and my family can enjoy tons of entertainment in a whole year
2026年8月21日
自発的なレビュー
Great day out for all the family.
2026年8月19日
自発的なレビュー
Merlin annual pass was the best decision
Getting the Merlin Platinum annual pass was the best decision we ever made, there are so many perks you get and the best thing is the perks always get added too. You get free parking at most of the attractions and you get discounted food and drink too. The process for booking tickets on the passholder website is very easy, i would definitely recommend to anyone to get a Merlin annual pass.
2026年6月21日
自発的なレビュー
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