We had a great time at Alton Towers recently and before at Chessington World of Adventures. We all loved rides like ‘The Wicker Man’ and my son and I loved Galactica and Nemesis all at Alton Towers... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We come extremely often to the number1 team park Alton Towers indeed.All though we have platinum passes, we have NO desire to go anywhere else.The staff are absolutely magical with us , they go out... See more
Company replied
We have used our passes several times now, including Legoland, Warwick Castle and several London attractions. It is easy to book and has saved us a lot of money.
Expensive but the perks this year are much better, appreciate the free fast-track per visit, which helps as the queues are just ridiculous!!
Company replied
Company details
Written by the company
Unlock unforgettable in 2025 with a Merlin Annual Pass - the ultimate passport that unlocks epic days out at the UK’s biggest & best attractions! Get access to Britain’s most thrilling and awesome experiences, plus exclusive discounts and perks. Say YES to an EPIC season of fun! Merlin Annual Pass is your portal to incredible adventure, heart-racing rollercoasters, and so much more. With a Merlin Annual Pass, you can visit over 20 attractions including Alton Towers, Thorpe Park, The LEGOLAND® Windsor Resort, The London Eye, and SEA LIFE Aquariums. You’ll never be bored during the holidays again, whether it’s a soggy Sunday, a wickedly fun Wednesday, or a terrific Tuesday filled with thrills. Grab your Pass for an epic adventure for the whole family!
Contact info
Arbor Building, 16th Floor 255 Blackfriars Road London , SE1 9AX, London, United Kingdom
- 01372 751411
- info@merlinannualpass.co.uk
- merlinannualpass.co.uk
3.8
Great
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
If I could give no star review I would…
If I could give no star review I would ! What Merlin have implemented from yesterday regarding the RAP passes is disgusting ! Blatant discrimination at its finest against neurodivergent people ! Asd and adhd is also a physical disability ! Merlin should hang their heads In shame ! Think their days of running theme parks will be over soon as they have been running Alton towers into the ground for years and their customer service team is shocking now they just don’t care ! Merlin passes are now cancelled and I’m sure many will be doing this too !
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi guest,
Thank you for sharing how you feel. We’re really sorry for the upset this has caused and understand how distressing this change has been.
As part of a trial, eligibility for the Ride Access Pass has been aligned with the three Nimbus symbols. While this doesn’t currently include the “Difficulty with Crowds” symbol, we recognise that busy environments can still be challenging. Alongside this, we’re offering other support such as Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags available from Guest Services.
We know this change hasn’t worked for everyone and your feedback truly matters. Thank you for taking the time to share it with us.
Reply from Merlin Annual Pass
Hi Guest,
Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialing across UK Resort Theme Parks during the upcoming February half-term. We remain committed to keeping this position under review ahead of our main season opening in March and will be inviting all those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps.
This is unfair for people with adhd…
This is unfair for people with adhd autism and tics and learning difficulties like myself where queuing for long amount of times is stressful and affects my day!! This is truly unfair and I will be not renewing my pass in July due to not being able to use The ride access pass soon.
3 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Lewis,
Thank you for taking the time to share your feedback. We recognise that access needs vary from person to person, particularly when it comes to managing crowds. Through our partnership with Nimbus as part of the RAP eligibility process, we aim to better understand individual needs and, where appropriate, these can be reassessed so that fair and considerate adjustments can be made.
As part of a current trial, RAP eligibility is aligned with the three Nimbus symbols. While this trial does not include the “Difficulty with Crowds” symbol, we understand that busy environments may still be challenging for some guests. Alongside RAP, we provide additional support, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks to help guests manage sensory demands throughout their visit.
We take this issue seriously and remain committed to listening to guest feedback and investing in supportive options to ensure our theme parks are welcoming, accessible, and enjoyable for everyone. We want to reassure you that our intention is never to exclude anyone. This is an important and sensitive topic and guest feedback plays a vital role in helping us review and improve our approach. We’ll continue to listen, work with external specialists, and invest in supportive options to help make our theme parks as welcoming and enjoyable as possible for everyone.
New ride access pass rules stop mental…
New ride access pass rules stop mental health conditions obtaining a ride access pass. This goes against the equality act 2010 which is posted on their own website. I hope Merlin will be refunding passes that people can no longer use. Absolutely disgusting way to treat people and illegal. Way to go killing your business. Not to mention how you will be affecting adults and children alike. Alton towers has become a money machine since Legoland bought it out. Extortionate prices, no entertainers or ride builders anymore. Rides breaking down more often than before and not as clean. Same for all the other parks too. Sealife is a ridiculous price too. Blackpool had a huge chunk shut when I visited but no reduction for people paying. I will boycott Merlin now. Roll on Universal!
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Tricia,
Thank you for sharing how you feel. We’re truly sorry for how upsetting this situation has been and understand the strength of feeling behind your message. We know how important access support is for adults and children with additional needs and we recognise how distressing these changes have felt for many guests.
We’re also sorry to hear how disappointed you’ve been with your wider experiences across our attractions. When visits don’t meet expectations, it can really affect trust and enjoyment and we understand why this has added to your frustration.
Your feedback matters and will be shared with the relevant teams as part of our ongoing review. If you’d like to share your experience in more detail, you can do so through our Ride Access Pass feedback survey here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
Thank you for being open with us, we’re genuinely sorry for the upset this has caused.
Discrimination about guests with…
Discrimination about guests with disabilities, shame
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Charlie,
Thank you for taking the time to share your feedback. We recognise that busy environments can present challenges, and that crowds are encountered throughout our theme parks. Our attractions may also include highly sensory elements, such as loud noises, flashing or strobe lighting, ride sound effects, and busy spaces, which we understand can be difficult for some guests, including those who are neurodivergent or who have additional sensory needs.
As part of a current trial, RAP eligibility is aligned with the three Nimbus symbols. While this trial does not include the “Difficulty with Crowds” symbol, we acknowledge that busy environments may still be challenging for some guests. Alongside RAP, we provide alternative forms of support, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks to help guests manage sensory demands throughout their visit.
Our intention is never to exclude anyone, but to improve accessibility across our attractions. We will continue to listen, review, and evolve our approach so that every guest feels welcomed and supported during their visit. Guest feedback plays a vital role in this process, and we remain committed to investing in supportive options to make our theme parks as inclusive and enjoyable as possible for everyone.
I've had my gold pass for 4 years now but it doesn't ever work properly
I've had my gold pass for 4 years now. While the value for money has been good, the annual pass system has been dire. My pass has been unusable multiple times and needed reprinting for not scanning on the gate. Sometimes this takes half an hour detours, having to do security multiple times. I've had to make phone calls and more to try and fix it. Currently my discount scan is broken but it works on the gate. Whatever software they use under the hood is creaky as hell and has given me a terrible customer experience. I don't expect it to ever be fixed. I think I'm on my 5th physical pass in 4 years. My partner has also had issues with his and had to travel from the London Eye to Tausauds to get his pass reprinted so he could use it.
8 November 2025
Unprompted review
Reply from Merlin Annual Pass
Hi Elizabeth,
Thank you for taking the time to explain what’s been happening. We’re genuinely sorry for the repeated problems you’ve experienced with your Gold Pass over the years. We can only imagine how frustrating and exhausting it must be to have something that should be straightforward cause so much disruption to your visits, especially when it’s happened more than once.
We understand how upsetting it is to face delays at the gates, have to make detours for reprints, go through security multiple times and spend time making phone calls just to get things working. Having to replace your pass so many times and seeing your partner experience similar issues, is not the experience we want for any of our Annual Pass holders and we’re really sorry that this has been your reality.
Thank you for being honest about how unreliable the system has felt and the impact it’s had on your enjoyment. Your feedback matters and we’ll make sure it’s shared with the relevant teams so they fully understand the ongoing issues and the effect they’re having on our guests.
If you’d like to talk this through with us in more detail, we’d really welcome that. Please feel free to email info@merlinannualpass.co.uk and our team will be happy to discuss your experience and see how we can help.
Thank you again for sticking with us for so long and for taking the time to raise this, we truly appreciate it and we’re sorry for the frustration you’ve been caused.
DO NOT USE MERLIN - they discriminate against disabilities
I am absolutely disgusted by Merlin announcing their new RAP rules. Discriminating against those with invisible disabilities. I would like to know how I go about cancelling my annual pass. I pay monthly for it and only joined in October, however as I will no longer be able to come then I will NOT be paying.
I have also tried to use the live chat feature online for it to say it’s out of action until 6th Feb, how convenient. You knew exactly what was coming yet you decided to wait until now to announce it, and now you have you don’t want to deal with it so turn off your live chat feature due to ‘maintenance’.
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Charlie,
Thank you for getting in touch and for sharing how strongly you feel about this announcement. We’re very sorry to hear how upsetting and frustrating these changes have been, particularly given the impact they’ve had on your ability to visit our attractions.
We want to reassure you that the changes to the Ride Access Pass were not made lightly. However, we understand that for some guests, the outcome of this trial means the support they previously relied on no longer meets their needs and we appreciate you raising this with us.
We’re also sorry for the frustration caused by our live chat service being unavailable at this time. We understand how disappointing it is when you’re trying to reach us for support and we appreciate your patience while this service is undergoing maintenance.
If you wish to discuss cancelling your Annual Pass and the associated monthly payments, our Guest Services team will be able to review your account and advise on the options available. You can contact them by emailing info@merlinannualpass.co.uk, via our online contact form, or once live chat becomes available again.
We are also keen to hear directly about your experience and feedback on the Ride Access Pass trial. You can share your thoughts through our feedback survey here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
We recognise that you joined recently and that this situation has had a significant impact on your plans. Your feedback will be shared with the relevant teams as part of our ongoing review of the Ride Access Pass trial, as we continue to look at how we can better support our guests.
Absolute Shambles regarding the new RAP…
Absolute Shambles regarding the new RAP system. Discrimination for people with learning disabilities. Watch your numbers drop, you have annoyed the people who visit you most. Roll on Universal...
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Kirsten,
Thank you for taking the time to share your feedback. We understand that busy and highly sensory environments can be challenging, particularly for neurodivergent guests or those with additional sensory needs, and we recognise how important it is that everyone feels supported during their visit.
Our RAP eligibility process is designed to be thorough and to support a wide range of access needs. As part of a current trial, eligibility is aligned with the three Nimbus symbols. While this does not include the “Difficulty with Crowds” symbol, we recognise that crowds can still be challenging and can be encountered throughout our attractions, not just in queue lines.
Alongside RAP, we offer other support options, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks. These are intended to help guests manage busy environments throughout the day.
We want to reassure you that our intention is never to exclude anyone. This is an important and sensitive topic, and guest feedback plays a vital role in helping us review and improve our approach. We’ll continue to listen, work with external specialists, and invest in supportive options to help make our theme parks as welcoming and enjoyable as possible for everyone.
Merlin’s disability discrimination …
Myself and my family have Merlin platinum passes pre paid 12 months up front for the last few years. I am not going to renew these passes again due to the total discriminatory way they have decided to manage the ride access passes. It’s highly unlikely anyone could qualify who need them for anything other than a physical disability. Ride access passes that are still in date will no longer be valid, Merlin are just taking everything off people. I will never buy another annual pass now, and I advise nobody else with a disability does either.
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Shelley,
Thank you for sharing how strongly you feel about this. We’re truly sorry to hear how these changes have affected you and your family, particularly after being loyal Merlin Platinum Pass holders for a number of years. We understand how upsetting and frustrating it must feel to believe that access support you previously relied on is no longer available and that this has led you to feel excluded and discriminated against.
We want to reassure you that the intention behind these changes is not to remove support or disadvantage guests with non-physical disabilities. The trial has been introduced following extensive review, specialist guidance, and feedback, with the aim of providing more consistent and fair access support across our UK Resort Theme Parks. However, we fully recognise that this approach may not be working for everyone and that some guests feel it no longer meets their needs.
We also understand your concerns regarding Ride Access Passes that are currently in date and we appreciate how difficult it is to feel that something you relied upon has been taken away. Your feedback and the decision you’ve shared regarding not renewing your Annual Passes, is incredibly important to us and will be shared with the relevant teams as part of our ongoing review.
This trial remains under close review ahead of our main season opening in March and we will be inviting all Ride Access Pass holders to provide feedback. Hearing directly from guests like you is essential in helping us understand the real impact of these changes and how we can improve access and support going forward.
Discrimination against hidden disability
Can no longer attend your parks as I’m being discriminated against as can’t Que without a panic attack and now being forced to use normal Que I won’t bother attending as I will be 2 distressed
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Emma,
Thank you for sharing how these changes have affected you. We’re very sorry to hear how upsetting this has been and understand how distressing it must feel to believe you can no longer visit our parks because you’re unable to queue without experiencing panic attacks.
We want to reassure you that these changes were not made lightly and were intended to better support guests overall, particularly neurodiverse guests. However, we recognise that for some guests, being required to use standard queues can cause significant anxiety and leave them feeling unsupported and we want you to know that your concerns have been heard.
Alongside the current trial, we are offering alternative support options, including Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags available from Guest Services, to help guests manage busy environments.
This trial remains under close review ahead of our main season opening in March and we will be inviting all Ride Access Pass holders to share their experiences. Your feedback is incredibly important in helping us understand the real impact of these changes and how we can do better.
Discrimination
I’m beyond frustrated with Merlins recent decision to change its access requirements. What you’ve done isn’t just inconvenient, it’s discriminatory.
By introducing policies that clearly ignore the needs of people with disabilities, this company has effectively decided that accessibility is optional and that some customers matter less than others. That’s unacceptable. Accessibility isn’t a “special favor” or an upgrade you get to remove when it’s inconvenient, it’s a basic requirement and a matter of dignity and equal access.
What makes this worse is how avoidable it all is. There were inclusive options available. There were people affected who could have been consulted. Instead, the company chose a path that excludes disabled individuals and puts unnecessary barriers in place, all while pretending this change is neutral or reasonable.
If this is how the company treats accessibility, it says a lot about their values.
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Jodie,
Thank you for taking the time to share your concerns about the changes we are trialing to Merlin’s Ride Access Pass across our UK Resort Theme Parks during the February half-term. We really appreciate you reaching out and sharing your perspective.
Any changes to our access support are made very carefully and with our guests’ wellbeing at the heart of the decision. Over recent months, we have spent time reviewing how we can better support guests throughout their entire visit, particularly neurodiverse guests. As part of this work, we have sought advice from external specialists and listened closely to feedback. We understand that busy environments can be overwhelming and that crowds can be encountered across many areas of an attraction, not just within queue lines.
As part of this trial, eligibility for the Ride Access Pass has been aligned with the three Nimbus symbols. While this currently does not include the “Difficulty with Crowds” symbol, we recognise that crowds can still be challenging for some guests and we want to reassure you that this has not been overlooked. Alongside the trial, we are placing greater focus on providing a range of reasonable adjustments and alternative support options to help guests navigate busier environments throughout the day.
These include Essential Companion Tickets for guests who need additional support during their visit, as well as access to sensory rooms and quiet spaces within our theme parks, where guests can take time away from busier areas to rest and regulate if needed. Sensory bags are also available from Guest Services at our UK Resort Theme Parks to help support individual sensory needs during the day.
This trial is being kept under close review ahead of our main season opening in March. We will be inviting all Ride Access Pass holders to share their thoughts and experiences, as your feedback is incredibly important in helping us understand what works well and where we can do better.
Merlin annual pass
We have only had the passes a couple of month but what a couple of months its been, we've been to realise, lego land discovery, cadbury world and Warwick castle. We have loved every minute of making memories and can't wait to make plenty more. Lots of people worry about the summer holidays and children but honestly I can't wait as the pass allows us to do so much. The only cost we will now have is fuel and a picnic which is nothing. Everywhere we have been we have thoroughly enjoyed. When we went to Warwick castle we didn't get everything done in the day so can't wait to go back and do the bits we didn't have time for. They have bird shows, jousting, peacocks wondering around, they had a lovely pony at Christmas too and the rooms looked amazing with a Christmas tree in every room. If you want fun filled days out with your family merlin passes are the way to go.
27 December 2025
Unprompted review
Reply from Merlin Annual Pass
Hi Faye!
Thank you so much for such a lovely review. It’s genuinely wonderful to hear how much you’ve been enjoying your passes and making so many special memories together already.
It sounds like you’ve packed so much into just a couple of months, from LEGOLAND Discovery Centre and Cadbury World to Warwick Castle. We love hearing how the pass has helped take the pressure off planning days out, especially over the summer holidays and turned it into something you can really look forward to instead.
Warwick Castle really is a special place and it’s great to hear you’re already planning a return visit to see everything you didn’t quite get to. The bird shows, jousting, roaming peacocks and the festive touches at Christmas make it such a memorable day, so we’re thrilled you enjoyed it all.
Thank you for recommending Merlin Annual Passes to other families. We hope you continue to have lots of fun-filled days out and create many more amazing memories together.
Have you got your MIT degree?
I bought my cousin with severe special needs a merlin pass for Christmas as he like rides and so his full time carers can take him for days out.
So far he has had the pass a month and I've just found out they haven't used it because no-one could work out how to pre-book. I've gone to do it and I understand why. The pre-book portal have "error messaged" at least 20 times and every time I get emailed a code it tells me I can proceed with my email address and then 5 seconds later my email address is invalid again. I FINALLY got signed up to find out his pass (An essential pass) is Invalid for a carer to go with him?? There was no mention of this on purchase.
The pre-booking system is ridiculously stressful, faulty and floored and all this everything being on your phone...he lives in supported living and will be going with different carers...I need a PHYSICAL membership card like the good old days. I wish I could get my money back. Don't bother buying this for someone who needs carers or to be booked/taken by different people. SO STRESSFUL
23 January 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Ceris
Thank you so much for taking the time to share this with us. We’re really sorry to hear how stressful and upsetting this experience has been for you and your cousin.
We can completely understand why this situation has been so frustrating. You purchased the pass hoping it would make it easier for your cousin and his carers to enjoy days out together and it’s clearly been very disappointing to find it hasn’t worked as expected for you. We’re sorry that the booking process and the information available left you feeling confused and under pressure.
We also appreciate you explaining the challenges of managing bookings when different carers are involved and how difficult it can be to rely on a digital-only system in that situation. We’re sorry this has added to your stress and meant the pass hasn’t yet been used.
While we can’t change how this has made you feel, we would like the opportunity to look into this further for you. Please contact us at info@merlinannualpass.co.uk with your details, including the pass number and purchase information, and our team will be happy to review your case and discuss a possible refund.
Thank you again for bringing this to our attention.
Boycott merlin until they give back Britain heritage and restore Blackpool Tower to the legacy it was before they got hands on it!!!
Blackpool Tower used to feel like a landmark with pride, tradition and atmosphere. Under Merlin, it’s been stripped of its identity. The iconic blazers are gone, the sense of ceremony has vanished, and key parts of the Tower aren’t even open year-round. What was once a symbol of Blackpool’s heritage now feels like a generic, cost-cut attraction run with minimum effort. When you hollow out the Tower, you hollow out Blackpool itself — and it’s sad to see how little care is left for what made the place special.
2 January 2026
Unprompted review
Reply from Merlin Annual Pass
We appreciate you taking the time to share your experience and we are sorry to hear that you were unhappy with how Merlin managed the Blackpool Tower.
As of the 1st August 2025 Blackpool Tourism Ltd has taken over the management of the following attractions:
Blackpool Tower building
Blackpool Tower Eye
Blackpool Tower Dungeon
Blackpool Tower Circus
Blackpool Tower Ballroom and the Fifth Floor
Madame Tussauds building
Peter Rabbit TM: Explore and Play.
I recently purchased an annual Merlin…
I recently purchased an annual Merlin pass which has been renamed to Essential pass. I have had several passes over the years but not recently so I checked before I purchased how I get my carer pass due to a disability. On the first page of application it explained buy an annual pass and what documents you need to supply I went ahead and bought pass. It’s not till you get to the second page of the application for carer pass that it states a disabled person does not get a carer pass for the essential annual pass. I did contact Merlin and they said you can get a carer pass on arrival 🤷♀️. This does not make any sense to me. Just a money making scheme. If I purchased a gold card I get a carer pass.
23 November 2025
Unprompted review
Reply from Merlin Annual Pass
Hi there, thank you for taking the time to share your feedback.
We’re really sorry for the confusion you experienced during the application process. To clarify, anyone who qualifies for a required carer is always entitled to a free carer ticket, which can be collected on the day of your visit. We never charge for carer tickets or passes, so we can assure you there is no money-making aspect involved.
We understand you find it frustrating that the Essential Pass does not include a pre-issued carer pass, and we appreciate how this may have felt unclear during the process. Your comments have been passed on so we can look at improving how this information is displayed.
If you have any further questions or need help before your next visit, we’re here and happy to assist.
Cancellation issues
Hi
I’ve had a Merlin pass for over 12 months and I have attempted to cancel on several occasions but the process was a bit of a pain. I couldn’t simply go into my account and cancel, I should have persisted but just forgot initially.
I finally emailed and requested to cancel expecting that would be the end of it. They emailed me back in October saying that this can now be done following a link and my order number. This again seems to be designed to ensure they get several more payments and make it once again more difficult to cancel.
I followed the link and input the order number as requested but it doesn’t work.
I have now emailed again requesting the pass is cancelled and will raise a dispute with my bank.
Disgusting that they have such a poor system for customers to cancel yet have absolutely no issue signing up and taking your payments
26 November 2025
Unprompted review
Reply from Merlin Annual Pass
We regret you've had difficulty canceling your Merlin Annual Pass. We apologize for the frustration caused by the cancellation process and the link not working. Thank you for bringing this to our attention. Please do give us a call to look into and resolve this for you: You can call us on 01372 751411 (local rate number) from 9am - 4.30pm Monday - Friday. Or you can use the live chat: https://support.merlinannualpass.co.uk/hc/en-us
Merlin passes are not what they are advertised to be
Like many others, we’ve had multiple nightmare experiences with Merlin’s new booking system.
The biggest issue is the severely limited availability of tickets for pass holders. Only a portion of daily tickets are allocated to us, while the majority are held back for paying guests. This isn’t clearly explained when buying a pass, and it used to be different — previously, we could just book normal tickets freely. Now, you have to plan months in advance just to visit on a normal day, which completely defeats the point of having an annual pass.
If they’re going to limit the number of bookings passholders can make, they should also limit how many passes they sell — right now, there’s clearly more demand than availability, and that’s not fair or sustainable. Pass holders are paying upfront with the expectation of flexible, frequent access, but what we actually get is extremely restricted entry.
The situation is even worse if you have a disabled family member. Ride Access Passes also need to be booked in advance — often weeks or months — and there are fewer of those available. That means families with disabilities are not only fighting for standard tickets, but also trying to secure Ride Access slots just to visit. The whole process becomes completely impractical and inaccessible for anyone who can’t commit months ahead of time, which many disabled guests simply can’t.
This is a huge equality issue. Families without any accessibility needs have far more booking opportunities and the ability to visit spontaneously. That flexibility is not extended to disabled guests, and it’s deeply unfair. I believe it may even breach the Equality Act 2010, as it creates additional, unnecessary barriers to access.
Merlin keep responding to complaints by saying cancellations mean bookings often reopen — but this doesn’t solve the issue. Occasionally grabbing a last-minute cancellation doesn’t mean the system works. The fact remains: most pass holders, especially those with accessibility needs, are forced to plan far in advance or miss out entirely.
On top of that, Merlin continue to sell paid queue passes to wealthier guests, while offering very limited access for disabled guests who actually need them. There’s zero transparency when buying the pass — you’re not told how hard it will be to book anything or use key services. I imagine many families with disabled members would never have bought a pass if they’d known how restricted access would be.
We’ve also had other frustrating issues. Attractions like Bear Grylls or Cadbury World had to be booked months ahead, and even then, things went wrong. Bear Grylls closed before our visit, and Cadbury World was missed due to illness — with no way to rebook for months. We finally managed to book Blackpool Tower, drove all the way, paid for parking, and then they closed the top of the tower unexpectedly once we were inside.
Some attractions, like the Gruffalo Playhouse or Alton Towers Water Park, aren’t even included and require extra payment. And now Bear Grylls has closed and Blackpool attractions are being removed from the pass, meaning there are fewer options left — especially if you’re not based near London.
Even when we do visit, we’ve faced problems. Customer service is slow or non-responsive when things go wrong. We’ve been given incorrect information by staff, lost valuable time trying to resolve problems, and had to chase them just to get basic help. Staff at the parks are often unhelpful or rude, although there have been a few exceptions.
Theme parks themselves aren’t always in great condition — toilets are often out of paper, cleanliness is hit-or-miss, and drink refill stations are frequently out of order or closed. If you’re expecting a premium experience, you’re not going to get it.
To top it off, I raised a formal complaint about all of this, including the discriminatory impact of the Ride Access system. Merlin responded by essentially telling me everything is great and guests are happy with the improvements — which couldn’t be further from the truth, judging by the recent flood of negative reviews.
I’m not willing to accept their dismissive response, especially after spending money on a pass we can barely use. I’m considering legal action and would encourage others in similar situations to report Merlin to Trading Standards for misrepresentation and unfair commercial practices.
In short: if you’re considering buying a pass to enjoy spontaneous days out, especially with a disabled family member — don’t. The system doesn’t support that anymore. And if you’re here looking to see if others are struggling too, you’re absolutely not alone.
12 August 2025
Unprompted review
Disappointing room, even worse customer service …
The room we paid for for two nights with ‘park view’ was not acceptable. Complained, nothing can be done. Spoke to a manager who has no power to sort problem can only fill a complaint in on an iPad. A member of staff who we spoke to Luke was rude and particularly ignorant about neurodivergence which is shameful. My son whose birthday it was was upset, my autistic son even more so. Eventually the manager could refund the difference between the park view and non park view room (even though this wasn’t originally an option) and said she would fill the complaint in to customer services. She later returned and said that if they refund the £20 difference we can’t follow up the complaint with customer services as they will close it. I agreed but not happy that it can’t be taken further and made it clear that I will be making a complaint about the member of staff no matter what.
Shameful service. Will seriously consider whether to renew our merlin passes and even though we have stayed for our sons birthday for years maybe next year needs to be a change of venue.
17 August 2025
Unprompted review
Reply from Merlin Annual Pass
Hi there, Thank you for taking the time to share your experience. We’re really sorry to hear about the issues you encountered during your stay – that sounds very frustrating.
It appears that this review may have been left on the wrong page, as we are Merlin Annual Pass and not the specific attraction or hotel you stayed at or Merlin Entertainments. To help us investigate further and ensure your concerns are addressed appropriately, could you please confirm your Merlin Annual Pass number? Once we have that, we can look into your experience and guide you on the best next steps.
We look forward to your reply so we can assist further.
This will be my last year with the…
This will be my last year with the silver annual pass and I dont think ill be paying again . I was so what ok with having just 8 days in August as it gave me some time to take the kids but it still irritated me charging us a full months cost when the rest of the month wasn't available.
I hated the fact that parking wasnt included but it wasnt that expensive but thats gone up in price now .
Its nice getting a discount in the parks and short breaks .
The straw that broke the camels back was .....drum roll..... the restriction dates in August , only the 1st is included in the silver !! .yet im still charged the full price .
Im going to put my £40 towards something better .
1 August 2025
Unprompted review
Reply from Merlin Annual Pass
Thank you for sharing your feedback with us. To help avoid disappointment in the future, we always recommend checking the restriction calendar on our website before purchasing or renewing a pass. The Silver Pass does have significant restrictions during the summer holidays, which is why we highlight this on our site. Many guests find that the Gold or Platinum Passes offer more flexibility during busy periods, especially in August, and allow for more hassle-free visits – as advertised.
We’re glad to hear you’ve enjoyed the discounts and short breaks with your Silver Pass, and we hope you’ll consider the Gold or Platinum options in the future if your plans change.
Thank you again for your honest feedback. We’ll make sure it’s shared with the team to continue improving the pass experience for everyone.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.