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... Se mer
Företaget har svarat
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
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... Se mer
Företaget har svarat
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... Se mer
Företaget har svarat
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... Se mer
Företaget har svarat
Företagsinformation
Skrivet av företaget
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!
Kontaktuppgifter
Arbor Building, 16th Floor 255 Blackfriars Road London , SE1 9AX, London, Storbritannien
- 01372 751411
- info@merlinannualpass.co.uk
- merlinannualpass.co.uk
3,7
Medel
2 tn omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Innehåll från riktiga människor är i fokus på Trustpilot. Det här företaget kan dock även använda vårt AI-verktyg för att skriva sina svar.
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Great support
Had some issues redeeming an essential pass received as part of a promotion. Called up and spoke to the wonderful Daniella who helped resolve the issue quickly. Thank you!
18 maj 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Good Afternoon Tom,
Thank you so much for your lovely feedback, I am really pleased that we were able to assist you in your query!
I will make sure Dani receives the feedback.
Thank you again!
Not User friendly
Paid for a yearly pass. Tried to log into my account using email and order number and the website sent a reply saying they couldn’t access my details. The procedure for using the pass for Legoland is not user friendly. Lots of visits to customer services/sensory area. Pass relies on WiFi to access a qr code. Pass also needs to ‘reset’ so you can’t go on anymore than 3 rides in a row without waiting for it to reset. So lots of sitting around waiting. Not going back to Legoland due to this which is a shame.
28 juli 2025
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Aj,
Thank you for your feedback, I believe your review may be in relation to our ride access pass system rather than Annual Pass. To allow me to assist you further would you be so kind as to contact us on info@merlinannualpass.co.uk, with your full name and your order number please.
I look forward to hearing from you soon.
Kind regards
Think twice and check the terms on the platinum one.
after 4 weeks, I got the bring friend ticket with the pack. but i still think the platinum one is bit of trap on the free bring a friend ticket. to be honest, people buy the platinum is largely because of this benefit. And I am sure most of the customer will likely use all of them. so by delaying the ticket will only make customer frustrated not a single benefit on this. Customer will still use them. Which means if Merlin expect the platinum buyer to not use them is kind of pointless. it is better just release 4 and let customer plan their trip better and have a much enjoyable time with family and friends.
27 april 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Good Afternoon Chen,
Thank you for your feedback and I apologise that you have not had the experience that you had expected.
When you purchase a Platinum pass, you should receive a privilege pack via the post. This can take up to 30 days to be received.
The bring a friend for free voucher will be contained within this pack. The remaining 3 vouchers are sent 1 every 3 months. I am very sorry if this has not been the case for you.
If you would be so kind as to contact us at info@merlinannualpass.co.uk, with your order details, I will be more than happy to look into this further for you and investigate why this took longer for you.
Once again thank you for your feedback.
Kind regards
We tried to purchase two essential…
We tried to purchase two essential passed on 28 March and it did not go through. We then purchased again on 29 March and we received the confirmation. But we were charged twice. I raised a request for refund of double-charge of two essential passes on 30 March 2026. But there is no reply since then. Ref # 4512437.
29 mars 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Fred,
Thank you for your feedback and I apologise for the delay to your email. We have had a very high level of contact in the last couple of months, which has led to a longer than normal response time. We are working hard to get this back on track, but I am pleased to see that this has now been resolved via the phone for you.
Once again thank you for your feedback.
Kind regards
System error blamed, but customer left paying more
Purchased a Platinum Monthly Annual Pass on 29 March under a clearly advertised promotional rate of £20.99/month. The transaction was completed before the offer deadline, yet I was charged £24.99/month and received confirmation at the higher rate.
Customer support acknowledged this may be due to a system issue at the time of purchase but stated they are unable to amend the pricing. This is concerning - if a promotional price is displayed and accepted at checkout, it should be honoured. A system error does not justify charging a higher amount.
What is most disappointing is not the issue itself, but the lack of resolution. No attempt was made to correct the pricing or offer a fair outcome. I have effectively been told to accept a higher charge than what was agreed.
This raises serious concerns about pricing transparency and customer treatment during promotional periods.
I would strongly advise others to take screenshots of any promotional pricing before purchasing, as it may not be honoured.
29 mars 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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,
Impossible to pre book
Purchased passes yesterday, all website info states you MUST pre book. Try to sign in to pre book and get sent in a continuous loop and redirected back to the log in page. Very disappointing having just spent £400 only to find using the passes is virtually impossible.
29 mars 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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 created another ride access pass review page on this site just to avoid bad reviews. Disgraceful! 😡
The fact that Merlin has created a separate ride access pass page on this site to avoid negative reviews on their home page shows everything you need to know about them.
They created the page to avoid bad reviews because the system is under huge pressure and they need a sustainable long-term approach. That is shocking behaviour from this abhorrent company. Would a restaurant create a page just to filter negative reviews of one meal?
Limited ride access passes means it is much harder for disabled person to be able to go than others and can’t go when you wish. It’s discrimination and it is so annoying. It is hard to get a space and has to be ages in advance. We don’t have this problem at Paultons, Drayton Manor, Blackpool Pleasure Beach, Flamingo Land and others including aboard.
8 mars 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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,
We have Merlin passes so we can go to…
We have Merlin passes so we can go to places with our grandchildren and our son and daughter-in-law, and have found them really good however, recently they have lost Blackpool attractions some, and now we cannot book the Lego discovery centres Birmingham and Manchester, we can still go and turn up if there is available places you can go in, my main reason for the review is we have had no correspondence regarding this change and your website still advises you have to book on portal and also there is no mention of the changes for new pass holders which I believe to be false advertising .
2 mars 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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
I’ve been a pass holder previously and…
I’ve been a pass holder previously and have gone to re-purchase for myself and children. I then realised the new system in place now makes it impossible to come to the park with my NIMBUS PASS . This being down to not being able to actually get any accessibility to the ride access as all spaces seem to be “taken” other than the odd weekday which seems ridiculous. At which point is there any opportunity for me to use the passes I purchase if I can’t use them when I come?
I’m not willing to spend £1500 on 5platinum passes for us to not even be able to get the access I require for myself and children. Could someone please give me support of guidance on this so I can decide if to bother or spending my money else where.
Thanks.
25 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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
Discrimination for T1D
I am a T1D and I have a Nimbus card and I was on the ride access pass app and I was registering my Nimbus card to the app and when I was done i cliked register and it said "Sorry you are not eligible for this scheme" WHAT DO YOU MEAN! I AM NOT ELIGIBLE FOR THIS SCHEME! WHAT A DISCRIMINATION MERLIN!
19 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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
I just tried booking sea-life on my…
I just tried booking sea-life on my Merlin passes, it’s saying the only time available is 17:30 yet if I go to buy tickets, there is loads of spaces from 10 in the morning. Iv spent £250 in the last 3 months and not used my passes at all. Why should I have to risk my young kids safety walking around London after dark to do something we pay every month for when there is 100s of spaces available to purchase? It’s an Absolute cheek !
Update - there is now No available slots for the next 4 days . But don’t worry you can PAY to go at any time of the day none Passholders !!! 🤯
16 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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!
Great value for money
I’ve had so much enjoyment and value for money out of my pass. Used it most weeks last year and intend to do the same this year. The booking system is super easy too.
16 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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!
Disabled means unwanted
Disabled means unwanted
When did this park / company got their PHD in special needs to so bluntly disregard needs of disabled autistic and ADHD guests? You should be ashamed of yourselves
12 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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 no longer see mental health as a…
Merlin no longer see mental health as a disability.
Do better.
7 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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.
Shocking treatment of disabled people
EDIT in response to Merlin’s generic response- I never said I had a RAP (I don’t) I’m just dismayed that you could treat such a vulnerable group of people so poorly.
Original:
I previously loved using our Merlin annual passes which were purchased from merlinannualpass, but their recent discrimination against disabled people is abhorrent- we will not be renewing with a company who shows such disrespect.
6 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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.
Love my pass, ignore the hate!
Despite all the unnecessary hate recently received, I believe Merlin annual passes are great! Can visit whenever I like with my platinum pass so value for money is fantastic! I love the perks I get with the pass that can be used in places outside of attractions too! Worth noting as well that I too am a “RAP” user, but believe the changes being made are positive and will go a long way to allowing those who need it but haven’t been able to make use of it because of the ridiculously high demand and years of abuse to make use of the system - as well as allowing overall every day operations smoother, helping those like me who pay a lot of money for their passes get best value for money! If you’re looking for good days out, get a Merlin pass!
6 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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.
Unfortunately Merlin seems to think…
Unfortunately Merlin seems to think disability discrimination doesnt apply to them and that they can pick and choose what disabilities warrant reasonable adjustments. Unfortunately for my family it makes Merlin attractions inaccessible so will not be getting a pass this year.
***edited to add a reply to Merlin*** Unfortunately the damage is already done thousands of disabled people and their family members have had to face significant vitriol on social media while trying to defend their rights to reasonable adjustments. Post after post with people feeling enabled to belittle disabled peoples needs because of Merlins decision and not once did i see any representative of Merlin online or in any of the multitude of press reports put the record straight regarding the RAP passes. Merlin have put social views of disability access requirements back years, you stood back, let vulnerable people take a bashing and then stepped in with claims of "listening" to your customers and given yourself a pat on the back for doing so. Merlin needs to hang its head in shame
6 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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.
Taking away benefits for people like…
Taking away benefits for people like myself with hidden disabilities e.g ADHD is utterly disgusting , I struggle with people standing close to me , people voices causes distress in my head and its overstimulating for my brain throw a 2 year old and a 5 year old in the mix visits are no longer worth the hassle its more stress than it is a great time.
Sort yourselves out
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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.
Not accessible and failing to meet the…
Not accessible and failing to meet the law a making reasonable adjustments for disabled guests. No doubt they will be taken to court shortly under the equalities act. The adjustments they are now making for some groups are simply not reasonable and won’t help them. I shall not visit ever again unless I see this being reversed with an apology. Attended 20 Merlin sites in the past 2 years, spending our money on lunch, parking, treats, gifts. Not anymore.
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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.
Boycott Merlin - Discrimination
Merlin discrimination against disabilities means we are no longer able to visit - if we did it would be a memorable experience for the wrong reasons and would likely have a lasting adverse effect on our daughter’s mental health and wellbeing.
I can’t believe company leadership would think this strategy to increase profits by discriminating would be accepted by anyone that has (or has loved ones with) a disability.
“Boycott Merlin”
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
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.
Detta är Trustpilot
Vem som helst får skriva ett omdöme på Trustpilot. Den som skriver ett omdöme äger sitt omdöme och detta innebär att personen i fråga kan redigera eller ta bort sitt omdöme när som helst. Omdömen finns kvar på Trustpilot sålänge omdömeslämnarens konto är aktivt.
Vi skyddar vår plattform med hjälp av dedikerade medarbetare och smart teknologi. Läs mer om hur vi bekämpar falska omdömen.
Läs mer om omdömesprocessen på Trustpilot.
Här är 8 tips på hur man kan skriva omdömen på bästa sätt.
Verifieringen hjälper till att säkerställa att det är riktiga människor som skriver omdömena som du läser på Trustpilot.
Att erbjuda belöningar för omdömen eller att bara be en viss grupp personer att skriva ett omdöme kan påverka företagets TrustScore. Detta strider mot våra riktlinjer.