Attraction location map

Covid 19 - Information for Guests

We're re-opening on July 4th, we can't wait to 'sea' you!

We love bringing you closer to the oceans through amazing discoveries! Since we closed in March, we’ve been working tirelessly to make sure that we can welcome you back in the safest way possible. 

Our team of health and safety experts have created a plan which will enable us to deliver on our promise of keeping your well-being and safety as our top priority. ​Some of the measures may be clearly visible to you from the moment you arrive at the attraction and others require consideration from our guests to help ensure everyone has a magical visit. To find out more about the health and safety measures we are putting into place, click here

We are excited to be able to bring back the magic for you and your family on July 4th, but in the meantime, please see below for queries and existing and future bookings.

PLEASE NOTE, OUR INDOOR SOFT PLAY AREA IS NOT OPENING AT THIS TIME

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Closure FAQs

Why is SEA LIFE closed?


The decision to close SEA LIFE temporarily is based on the guidance from the Government in response to the Covid-19 outbreak.

When will SEA LIFE reopen?

SEA LIFE Great Yarmouth will re-open on July 4th, with new safety measures in place to ensure a fun and safe day out for the whole family! You can find out more about our new measures here

Will I need to pre-book my visit?

Yes, all visits will need to be booked online in advance. This includes annual pass holders and those with promotional vouchers, flexi tickets, unused bookings from during our closure and those with complimentary tickets. You can book tickets and find out more here.

I have a booking when the attraction is closed – what can I do

If you have booked tickets to visit SEA LIFE no action is required and you do not need to contact us to arrange your future visit. You will simply need to reserve your time slot online by visiting our ticket page and clicking 'book now' under 'other tickets.'

What about if my booking is after 4th July 2020?

Any attraction tickets purchased for dates beyond 4th July 2020 will, at this time, be subject to regular terms and conditions. You can move your booking to another date, if you wish to move the date of your visit, please contact Gt.YarmouthSeaLifeCentre@merlinentertainments.biz 

I have booked tickets to visit for a date between 21st March and 4th July 2020, can I get a refund? (Includes promotional tickets, tickets purchased from SEA LIFE and via any authorised 3rd party sellers)                                 

If you have booked a ticket to visit SEA LIFE between 21st March and 4th July 2020 your ticket will be valid for use on any date during the 2020 season. No action is required and you do not need to contact us to arrange your future visit, you will simply need to reserve your time slot online by visiting our ticket page and clicking 'book now' under 'other tickets.' You must bring your original booked ticket with you on the day.

I have booked tickets for a date between 21st March and 4th July and I can’t return to the attraction during 2020, what are my options?                     

Please  contact Gt.YarmouthSeaLifeCentre@merlinentertainments.biz and the team will be happy to help as quickly as they can

               

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Season Pass and SEA LIFE Pass Holders

Passholders, we’d like to thank you for your patience during these unprecedented times - we are so looking forward to welcoming you back on July 4th!

As our attractions start to re-open, we wanted to give you a full update, so that you have all of the information you need when you get back to enjoying the magic - whether it’s with a National SEA LIFE annual pass, a Local SEA LIFE annual pass or a season pass- and what to expect during your visit.

As we need to manage our capacity to ensure everyone has a safe and enjoyable visit, all guests will now be required to pre-book a ticket online. We will be closely monitoring capacity daily and reacting accordingly and appreciate your understanding at this time.

Please see below for more detail about advance bookings, pass extensions, refunds and other topics.

Standard terms and conditions for annual passes and season passes still apply.

 

NATIONAL AND LOCAL SEA LIFE ANNUAL PASS AND SEASON PASS EXTENSIONS

New Passes Purchased before 19th of March

We know you have already missed almost 3 months of making turtle-y awesome memories at SEA LIFE. To account for the time we have been closed, as well as to acknowledge the requirement to pre-book as we re-open, we will be adding a 4-month extension onto all original expiry dates for SEA LIFE annual passes that expire after 18th March 2020.

National and Local SEA LIFE annual passes that expired before 19th March 2020 will not be entitled to the extension period.

Pass extensions will happen automatically, and you don’t have to do anything about it.

SEA LIFE season passes due to expire at the end of 2020 will also be extended for four months. No new season passes will be available to purchase for the remainder of this year.

 

ADVANCE BOOKINGS

The health and safety of our guests and our staff is our number one priority. In order to comply with government regulations and Merlin Health & Safety standards, we need to manage our capacity to ensure everyone has a safe and enjoyable visit. This means that some of our SEA LIFE attractions will be limited to as little as 25% capacity. However, we will be closely monitoring the capacity throughout the day and reacting accordingly, so make sure to keep checking back.

As a result of the requirement to limit our capacity, all guests will now be required to pre-book a ticket online, with a £1 booking fee.

This is a temporary measure that we have introduced to make sure that as many people as possible can experience the magic at our attractions, as it will reduce the number of slots that are taken up by individuals who then do not show up.  This £1 booking fee per passholder is applicable across all the UK attractions.

We know many of you buy your SEA LIFE annual passes and Season Passes so that you can spontaneously visit our attractions, and we’re closely following Government advice and will update this process when it’s suitable to do so.

We have also put in place the 4-month extension period to acknowledge this requirement to pre-book, as well as to account for our closed months and we appreciate your cooperation during this time.

There will be a set capacity of passholder and non-passholder admission slots available every day to ensure that everybody gets the chance to enjoy a great day out. This does mean that unfortunately some days certain ticket types may sell out before others.

 

NATIONAL SEA LIFE ANNUAL PASSES

If you have a National SEA LIFE annual pass, it will be subject to the 4-month extension. However, you will not be able to renew your pass at the end of this period, and these passes are no longer available for purchase.

 

LOCAL SEA LIFE ANNUAL PASSES

Local SEA LIFE Passes will be extended for 4 months

 

SEASON PASSES

If you have a SEA LIFE season pass valid until the end of 2020, this will be extended by four months to reflect our closure period and to consider the new requirement to pre-book. No new season passes will be sold for the remainder of this year.

 

COLLECTING LOCAL AND SEASON PASSES

We are endeavouring to roll out future passes in a digital, e-ticket format to remove the need to collect a physical pass at the attraction. We’ll be directly emailing all guests waiting to collect their passes prior to attractions opening with more information.

 

REFUNDS

For those passholders who still wish to receive a prorated refund instead of a pass extension for the missed months – we will honour these when we announce most of our attractions reopen dates, so we can properly calculate the number of days missed. Depending on how and when you originally paid, this will understandably take time to process – we thank you in advance for your patience.

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Season Pass and SEA LIFE Pass Holders FAQs

Advance Bookings

  1. Why do I have to pay a £1 booking fee?
    1. At this time, in order to comply with government regulations and Merlin Health & Safety standards, we need to manage our capacity to ensure everyone has a safe and enjoyable visit.
    2. We have brought in this temporary measure so that as many people as possible can experience the magic at our attractions as it will reduce the number of slots that are taken up by individuals who then do not show up.
    3. Unlike some other companies, we have decided not to limit the number of times you can visit each of our attractions.
    4. To account for the months we have been closed, as well as to acknowledge the requirement to pre-book as we reopen, we will be adding a 4-month extension onto all original expiry dates for SEA LIFE Annual Passes that expire after 18th March 2020, and 4 month extension to all SEA LIFE season passes which expired at the end of 2020.
    5. Effectively, the 4-month pass extension covers the period from 18th of March to 18th of July

 

  1. How long you will keep charging £1 booking fee?
    1. It is expected that attractions that typically don’t charge booking fees will stop charging once the capacity restrictions are lifted.

 

Pass Extensions

  1. Will I get a new pass with my new expiry date?
    1. No, you will keep your original pass, our system will update your expiry date so that you will successfully scan in up until the new expiry date.

 

  1. When can I start using my pass again?
    1. You can start using your pass again as soon as our attractions re-open.

 

  1. What if you don’t re-open most of the attractions in July, will I get a longer pass extension?
    1. Effectively, the 4-month pass extension covers the period from 18th of March to 18th of July.
    2. If the re-opening of our attractions is going to be delayed beyond July, we will again review our pass extension and refund policies.

 

Refunds

  1. What if I don’t feel safe to go to the attraction even with the procedures put in place? Do I get a refund or extension until I feel comfortable to revisit?
    1. We want to reassure all our guests that we have been working tirelessly to ensure the attractions are safe to visit, you can view all our health & safety procedures here https://youtu.be/PgkMoUmcebo
    2. We will only be offering an extension or a refund for the time the attractions were closed.

 

  1. Can I receive the 4-month extension and a refund for the months that the attractions were closed?
    1. No, we will automatically be extending all expiry dates. However, if you would prefer a refund instead of an extension, you can contact customer service to receive this. Your expiry date will then revert to your original expiry date.

 

  1. When can I get my refund?

After we announce re-open dates for most of our attractions, so we can properly calculate the number of days missed. Depending on how and when you originally paid, this will understandably take time to process – we thank you in advance for your patience.

 

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Merlin Annual Pass Holders

PASS EXTENSIONS

New Passes Purchased before 19th of March

We know you have already missed over 2 months of making magic Merlin memories. To account for the time we have been closed, as well as to acknowledge the requirement to pre-book as we reopen, we will be adding a 5-month extension onto all original expiry dates for Merlin Annual Passes that expire after 18th March 2020.

We understand that many of you purchase a Merlin Annual Pass to enjoy the full offering of Merlin, from rollercoasters to sea creatures. Therefore, if your pass extension falls during the winter period when some of our resorts are closed, we will further extend these passes.

Merlin Annual Passes that expired before 19th March 2020 will not be entitled to the extension period.

Pass extensions will happen automatically, and you don’t have to do anything about it.

To view your new expiry date please visit https://www.merlinannualpass.co.uk/information/new-expiry-date-calculator

New Passes Purchased after 19th of March and Pass Renewals

A new Merlin Annual Pass that was purchased during the closure period will be extended by the time lost during the closure period.

If you have purchased a renewal Merlin Annual Pass, you have until end of October 2020 to pick it up and will be valid for full 12 months from the collection date.


MONTHLY MEMBERSHIP

Membership payments have been frozen for April, May & June and will continue to be frozen for July and August – to account for the months we have been closed, as well as to acknowledge the requirement to pre-book as we reopen.

You do not need to action anything for this, we have automatically frozen payments for these months.

ADVANCE BOOKINGS

The health and safety of our guests and our staff is our number one priority. In order to comply with government regulations and Merlin Health & Safety standards, we need to manage our capacity to ensure everyone has a safe and enjoyable visit. Because of this, all guests will be required to pre-book a ticket online.

We have brought in this temporary measure so that as many people as possible can experience the magic at our attractions as it will reduce the number of slots that are taken up by individuals who then do not show up. This £1 booking fee per passholder is applicable across all the UK attractions.

We know many of you buy your Merlin Annual Passes and Merlin Monthly Memberships so you can spontaneously visit our attractions. We’re closely following Government advice and will update this process when it’s suitable to do so.

We have also put in place the 5-month extension period to acknowledge this requirement to pre-book, as well as to account for our closed months and we appreciate your cooperation during this time.

Pre-book tickets for annual pass holders will be available 7 days in advance via individual attractions’ websites.

PASS RENEWALS

If you are looking to renew your pass, your 8-week renewal window will now be added to your new expiry date.

If you have already renewed your pass, we have now extended the collection time and you will be able to collect your new pass until the end of October 2020.

REFUNDS

For those passholders who still wish to receive a prorated refund instead of a pass extension for the missed months – we will honour these when we announce most of our attractions reopen dates, so we can properly calculate the number of days missed.

For more information,click here

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Collecting your Local Pass or Season Pass

Collection of Local annual passes or Season passes

 

If you purchased new annual or season passes online prior to our temporary closure and have yet to collect these from the attraction, you will receive an updated email for your order by the end of Friday 3rd July 2020.

 

This email will include a link to view/print your passes in a digital format – we have removed the requirement to collect physical, plastic cards from the attraction. We’ve taken this decision to simplify your visit and to support our efforts in opening Covid-secure. Furthermore, it is a positive effort towards removing the use of plastic from the attraction.

 

Your passes can be opened on mobile and saved as screenshots or in digital wallets. They can also be printed traditionally via computer. All we need to admit you is the ticket barcode, which will pull up your membership and photo when scanned by our team. Please ensure you reserve your entry dates and times prior to arrival via our website.

 

Should you have any queries regarding your pass – including if you are yet to collect your passes and have not received them digitally by end of 3rd July - please contact us on:

 

Please note, all 2020 season passes will be valid until 30th April 2021 – having received an automatic 4-month extension from their original end date of 31st December 2020.

Local annual passes, which have a fixed 12 month validity from purchase, will also receive the 4-month extension. These will therefore be valid to the end of 16 months from the purchase date.  

 

NB: Merlin Annual passes will continue to be fulfilled in physical format as per your original order. These will not be delivered digitally via email at this time.

Important Visitor Information

Covid-19 Update
Covid-19 Update: Re-Opening July 4th

We are so excited to welcome you back on July 4th! Tickets are now on sale- pre-booking a time slot to visit us will
be essential, including for annual passes, flexi tickets and all promotional vouchers. All visits can be booked or reserved here.

To find out about the health and safety measures in place to ensure we re-open safely, please click here.
For further re-opening information, please click here.