Know Before You Go
14.07.2021
Whilst legal restrictions will be lifted from July 19, we want to ensure we offer you the best possible experience. We continue to have additional hygiene and safety measures in place and we also highly recommend you continue wearing a face covering while inside our attractions.
Further information can be found in our FAQs below.
Frequently Asked Questions
Whilst legal restrictions will be lifted from the 19th July, we want to ensure we can offer you the best possible experience.
We would like to reassure everyone that we are continuing to take the necessary measures to provide a safe and hygienic environment. The health and safety of our guests and staff is our absolute priority. We have implemented an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff. These include:
- Lower capacity – whilst legal restrictions have been lifted, we want to ensure we can offer you the best possible guest experience
- We continue to highly recommend that face coverings are worn inside our attractions
- You may continue to see Personal Protective Equipment (PPE) and clothing for some of our staff
- Continuation of enhanced cleaning, hygiene stations and hand sanitiser for guests at key locations
- You may still see increased ventilation and suggested spatial separation markings and other similar operating adjustments around the attraction
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.
We encourage all guests to check in with the NHS app which can be found at the attraction entrance. For any experiences where you will be eating or drinking, we will be collecting your details manually.
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.
Before you arrive
Pre-book Tickets
Please make sure you have made your booking online. Before leaving home, please check our website and social media pages for the latest attraction information.
If you have symptoms, do not travel
We politely request that you refrain from visiting our attraction should you start displaying any of the symptoms associated with COVID-19. Please contact Guest Services should you need to amend your booking.
Contactless payment
We are now a cashless attraction. Please be ready to make on-site payments using a 'contactless' bank card.
Reduced capacity
Whilst legal restrictions have been lifted, we may have a reduced daily ticketed capacity to ensure we can offer you the best possible guest experience.
At the attraction
Hand Sanitiser
We continue to have additional hygiene and safety measures in place throughout our attractions, including enhanced cleaning, plentiful hand sanitiser points, maximised building ventilation and some suggested social distancing markers.
Face Coverings
Whilst legal requirements may have been lifted, you may see some signage stating "Face coverings recommended" which will be displayed at entry points into our indoor attraction areas or high footfall areas. Please therefore be respectful of our staff and other guests.
Hygiene measures
We politely request that our guests uphold the highest possible hygiene standards – through regular hand washing and the frequent application of hand sanitiser which are available through our attraction.
Experiences
Some of our guest experiences may still be adapted or modified to ensure guests and staff have the best experience whilst taking into account some social distancing and staff safety.
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.