Attraction location map

Covid 19 - Information for Guests

We're now open!

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 when we re-open, it is in the safest way possible

Our team of health and safety experts are creating 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

Please note than from July 15th, face masks/covering must be worn in our retail area.

 

 

 

 

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Re-Opening FAQs

Why was 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 Loch Lomond is now open

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.

Will you make people wear face masks/face coverings in your gift shop (on exiting a ride/attraction) and retail spaces.

From August 8th, guests over the age of 5* will be required to wear a face covering/mask within any indoor space including queues, gift shops, indoor rides and indoor attractions. We are continuing to monitor this guidance closely. We encourage all our guests to help protect themselves and each other when visiting attractions.

* Children under 5 and people with certain health conditions and disabled people are exempt.  

 I have a condition or disability; do I have to wear a face mask?

We understand that some guests may have certain health conditions and disabilities that may mean they cannot wear a face covering when visiting. If you have any concerns, please contact our customer services team at bookinglochlomond@merlinentertainments.biz before your visit to ensure we can provide the correct assistance on an individual basis.

Can I still visit your attraction from an area subject to local lockdown?

 We ask any guests visiting our attraction from an area subject to local lockdown to follow the relevant government guidance to help protect fellow guests and our employees. Please contact Guest Services should you need to amend your booking.

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. Simply arrive at the attraction and present your unused ticket(s) that show the original date (between 20th March and 4th July 2020) at our admissions desk and the team will revalidate your tickets for entry on that date. Please be aware that we may experience busier periods, check our website for updates and opening times.

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

Please understand that we are prioritising guests with bookings in the next few weeks. 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 bookinglochlomond@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, simply arrive at the attraction and present your unused ticket(s) that show the original date (between 21st March and 4th July 2020) at our admissions windows and the team will revalidate your tickets for entry that date.

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 bookinglochlomond@merlinentertainments.biz and the team will be happy to help as quickly as they can

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SEA LIFE Pass Holders

Passholders, we’d like to thank you for your patience during these unprecedented times and we are thrilled to see so many of you returning to our attractions to enjoy magical days out once again.

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

Following your feedback, we have decided that all online Passholders bookings to UK Merlin attractions reserved from midnight on the 8th September 2020 will no longer incur the £1 booking fee.

Please note, any pre-booking fees paid before the 8th September 2020 are not refundable.

As always, your safety is our number one priority. Therefore, Passholders are still required to pre-book tickets online before visiting Merlin attractions as this helps us manage capacity and adhere to social distancing.

Unfortunately, we are seeing Passholders pre-book several tickets and fail to turn up to our attractions. We kindly ask again that all Passholders pre-book tickets for the dates you intend to visit us only. This allows more tickets to remain available for other Passholders to enjoy our attractions too. Please be reassured that we are continuously monitoring Passholder ticket allocation and we recommend checking back on our attraction websites in case more Passholder tickets become available.

To improve your booking experience moving forward, we are currently reviewing our ticketing system. Please keep an eye out for relevant updates and improvements in the near future.

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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SEA LIFE Pass Holders FAQs

Advance Bookings

 

Why is the £1 ticket being removed?

We have made the decision to remove the £1 ticket from midnight on the 8th September 2020 after carefully listening to your feedback. Moving forward, we will continue to manage our capacity with free pre-booked tickets.

 Can I get a refund for previous pre-booking fees?

Any pre-booking fees paid before the 8th September 2020 are non-refundable.

Do I still need to pay £1?

No. All online Passholder bookings to UK Merlin attractions reserved from midnight on the 8th September 2020 will no longer incur the £1 booking fee. All Passholders will still be required to pre-book a free ticket online before visiting our attractions to help us to manage capacity. This can be done through the attraction websites.

Do I still need to pre-book a ticket?

Yes. Currently, 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. Therefore, all guests will be required to pre-book a free ticket online.

We have decided not to limit the number of times you can visit each of our attractions.

Please bear in mind our attractions are running at a limited capacity and therefore this may mean spaces are not always available. Our attractions review Merlin Pass allocation on a daily basis to ensure we have as much availability as possible for you. Please continue to check the attraction website for updates.

What type of ticket do I need if I am booking before midnight on 8th September 2020?

If you are booking before midnight on 8th September 2020 then you will still be required to purchase a £1 pre-book ticket which can be booked via the attraction websites.

 

Pass Extensions

 

Will I get a new pass with my new expiry date?

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.

When can I start using my pass again?

You can start using your pass again as soon as our attractions re-open.

What if you don’t re-open most of the attractions in July, will I get a longer pass extension?

Effectively, the 4-month pass extension covers the period from 18th of March to 18th of July.

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

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?

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

We will only be offering an extension or a refund for the time the attractions were closed.

Can I receive the 4-month extension and a refund for the months that the attractions were closed?

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.

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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

Following your feedback, we have decided that all online Passholders bookings to UK Merlin attractions reserved from midnight on the 8th September 2020 will no longer incur the £1 booking fee

Please note, any pre-booking fees paid before the 8th September 2020 are not refundable.

As always, your safety is our number one priority. Therefore, Passholders are still required to pre-book tickets online before visiting Merlin attractions as this helps us manage capacity and adhere to social distancing.

Unfortunately, we are seeing Passholders pre-book several tickets and fail to turn up to our attractions. We kindly ask again that all Passholders pre-book tickets for the dates you intend to visit us only. This allows more tickets to remain available for other Passholders to enjoy our attractions too. Please be reassured that we are continuously monitoring Passholder ticket allocation and we recommend checking back on our attraction websites in case more Passholder tickets become available.

To improve your booking experience moving forward, we are currently reviewing our ticketing system. Please keep an eye out for relevant updates and improvements in the near future.

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.