*Please note, you will need to be wearing a face mask or covering in order to enter the INTU Trafford Centre, where we are located*
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 now in place, click here
We are excited to be able to bring back the magic for you and your family. If you need any more info, please see below for queries and existing and future bookings.
Why did SEA LIFE closed?
The decision to close SEA LIFE temporarily was based on the guidance from the Government in response to the Covid-19 outbreak.
When will SEA LIFE reopen?
SEA LIFE Manchester re-opened 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.
Will you make people wear facemasks/face coverings in your gift shop and retail spaces?
Guests over the age of 11* will be required to wear a face covering/mask within any indoor space including queues, gift shops, indoor rides and indoor attractions. This advice is in line with recent updated UK Government regulations across England which will come in to place from the 8th August https://www.gov.uk/coronavirus. 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 11 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 email@example.com 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.
More information can be found here: www.gov.uk/government/publications/local-lockdown-guidance-for-social-distancing
I am planning an overnight visit to your attraction and am visiting from an area subject to local lockdown, is this allowed?
The Government has issued new advice on holidays in England if you are travelling to or from an area subject to local Coronavirus restrictions. If you are affected by a local restriction, please familiarise yourself with the latest 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. 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 firstname.lastname@example.org
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 email@example.com and the team will be happy to help as quickly as they can
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.
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
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.
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.
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.
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.
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.
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.
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.
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
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.