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Know Before You Go

Last updated on 14/12/2021

FACE COVERING UPDATE - Please note that it is mandatory for all guests over the age of 11 years old to wear a face covering throughout our indoor attractions unless you are exempt.

COVID PASS UPDATE – In line with the latest Government guidance, guests visiting us will not be required to show an NHS COVID Pass on entry.

Frequently Asked Questions

In line with the new government update, it is mandatory to wear face coverings in all our indoor public spaces unless you are exempt. We ask that guests play their part in helping to protect themselves and each other.

Our attractions continue to provide an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff.

These safety measures also ensure we adhere to Government and local authority guidelines to create a safe experience for everyone.

Part of those ongoing measures include all guests (over 11 years old) wearing face coverings in our indoor retail spaces (unless exempt) – although pubs and restaurants are exempt.

Guests are asked to respect Government guidance and be considerate to their fellow guests and to hard-working staff.

If you refuse to wear a face covering and have no form of exemption documentation or sunflower lanyard, then you may not gain access to the attraction.

We accept these and these are a clear visual marker to our teams that you are exempt.

At Merlin Entertainments we have reviewed every part of our operations and have implemented an extensive range of safety measures. These measures ensure we adhere to Government and local authority guidelines to create a safe experience for all guests and staff.

We still have hygiene and safety measures in place throughout all our attractions, including continued deep cleaning and hand sanitisers.

In line with the new Government updates (from 30 November 2021 at 4am), it is mandatory to wear face coverings in indoor shops. We ask that guests play their part in helping to protect themselves and each other.

We strongly recommended any guests over the age of 11 wear a face covering in indoor spaces and are required to do so in our shops and retail spaces, unless exempt.

We are taking the necessary measures to provide a safe and hygienic environment. The health and safety of our staff and guests is our absolute priority. We still have a range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff, and these may include:

  • Personal Protective Equipment (PPE) and clothing for our staff in some enclosed areas, such as masks/visors
  • Continued focus on hygiene stations and hand sanitiser at key locations
  • Deep cleaning

At Merlin Entertainments we have reviewed every part of our operations and have implemented an extensive range of safety measures to ensure we adhere to Government and local authority guidelines to create a safe experience for all guests and staff.

Our staff will also be encouraged to observe social distancing where practical and we will be providing additional Personal Protective Equipment (PPE) and clothing for our guest facing staff where appropriate.
We ask all those who visit our attraction to maintain good hygiene practices, including utilising the hand sanitiser located around the attraction and if they, or any family member, displays any symptoms of COVID-19, that they postpone their visit.

Please be assured that we work in close cooperation with the local health authority to support any direct enquiries to them and will act immediately upon their advice. The safety and wellbeing of our guests and staff is our priority and we will continue to monitor the situation at our attraction closely, taking all necessary precautions.

You will be able to find NHS QR code ‘check-in’ posters at key points around the attraction entrance and you are encouraged to scan the NHS QR code with your smartphone on arrival at our attraction. These QR posters can be scanned on the NHS COVID-19 smartphone App. 

No, you are not required to present your NHS Covid-19 vaccine pass to gain entry.

The Government has given guidance that the following settings do not need to apply COVID-19 status checks as a condition of entry, unless they are holding an event that meets the criteria for venues or events requiring mandatory use of checks:

  • museums or art galleries
  • theme parks and fairgrounds
  • other tourist, heritage, or cultural sites (including zoos, aquariums and botanical gardens)
  • recreation and leisure facilities (such as bowling alleys, amusement arcades and bingo halls)
  • sport and physical activity facilities (such as gyms, swimming pools, and skating rinks)
  • play areas or centres
  • casinos
  • cinemas
  • transport hubs and public transport
  • retail, including markets, shops, shopping centres, and supermarkets

More information can be found here

Ticket Information & Bookings

It is easy to re-validate your ticket to visit on a later date. You can change your ticket date via our booking portal, details of which you can find on your e-ticket. Our booking guarantee allows you to move your ticket up to five times, with the flexibility to move bookings up to 24 hours before your arrival time.  

If you require any further assistance please get in touch with our Guest Experience Team on customer.services@londoneye.com including your Name and Booking Number in the email, and we will assist you further. We anticipate high email volumes over the next few days and appreciate your patience as our team works through all inquiries.  

We've made it even easier for our Merlin Annual Pass Holders to pre-book entry tickets. Please follow this link for information on how to book. 

Booking with confidence

Booking with confidence guarantee

At Merlin, we recognise we’re all living in unprecedented and uncertain times, but that everyone also needs something a little magical to look forward to. Our ticket guarantee provides you with the confidence to book your ticket, safe in the knowledge that you can move it if anything interrupts your plans.

The guarantee is free of charge for all bookings made in 2020 and 2021.

You are covered in the event of:

  • The attraction you have booked being closed
  • UK Government restrictions on travel
  • You being unable to travel due to sickness and/or isolation
  • You considering it unsafe to visit us for any reason

You can change your ticket dates via our booking portal, details of which you can find on your e-ticket. You can move an attraction ticket up to 5 times, with the flexibility to move bookings up to 24 hours before your arrival time.

This guarantee applies to all standard and multi-attraction tickets, but is not currently applicable to premium tickets.

*Multi-attraction tickets are valid for 90 days from the date of your first attraction visit. You can move the ticket up to 5 times within the 90 days. 

Book with confidence now