Merlin Passes - Overall Rating based on 21 reviews
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Merlin Pass
I wouldn't advise getting a Merlin pass because their customer service is absolutely terrible and not helpful at all. It's really shocking how they treat pregnant individuals, it's discriminatory. Why would they do that?
Annual pass purchase experience
I bought a yearly pass not too long ago and I've been struggling to get in touch with customer service for help. I've tried a bunch of times but every time I call, I end up waiting on hold for ages with no luck getting through to a real person. It's been really annoying and it's made me pretty unhappy and unimpressed with the customer service they're offering.
Merlin Passes purchase review
We've been loyal customers for the passes for two years now and we've had a really positive experience. Booking attractions like Cadbury World can be a bit tricky because it's so popular, but we've never had any trouble with theme parks, Sea Life, and Legoland Discovery centres. We even managed to book Sea Life and Legoland on the same day without needing to use the RAP pass. So far, the passes have been great value for money. We've also appreciated the clear communication about changes to the RAP pass system and the need to book in advance. We've booked the RAP pass for three trips to Alton Towers this year with no problems at all.
Pass accessibility changes frustrating
The recent changes to the accessibility pass (RAP) at the attractions have really annoyed my family. We've always loved visiting these places, and as loyal customers, we were gutted to learn about the new system. It's making it hard for us to plan our visits, especially with my kids needing extra care. We can't always plan too far ahead due to their medical needs, and the restricted availability for disabled people just doesn't seem right. We just renewed our passes, but now it feels like we've thrown away hundreds of pounds for no good reason.
Platinum passes
As someone who loves visiting Merlin attractions often, I decided to switch from the gold pass to the platinum pass not too long ago. Unfortunately, I have to admit that this upgrade has been really disappointing. The new portal update, which was meant to make booking easier for pass holders, has actually made things more difficult. Even though Merlin Pass claims there's limited availability, you can actually find plenty of slots by going directly to the attraction websites. Places like Cadbury World, Bear Grylls Adventure, and Legoland have lots of availability if you book through their sites. But if you try to book through the Merlin Pass portal, you'll encounter problems and limited options. It feels like shelling out £300 for an annual pass was not worth it at all.
Silver Merlin pass bought, availability no problem
Hey there! I've got the Silver Merlin pass and it's been absolutely fantastic! I've managed to book tickets for all the amazing places I want to visit every weekend right up until July. The only issue I've encountered is Cadbury World being fully booked on a couple of dates, but other than that, everything has been running really smoothly.
Silver and Gold pass not scanning
So hey, I picked up this silver and gold pass at the same time, you know? Well, the silver one is all good, it scans fine when we get to the park entrance without any issues. But then there's the gold pass. Man, it hasn't been working for nearly 3 years now! Every time we try to scan it, it's just like "computer says no". They keep telling us that certain attractions don't accept it, which is seriously frustrating. We've had to get it reprinted twice already and it still doesn't do the job. And to top it off, when we're leaving the park, we can't even use it to scan at the parking barrier! I mean, come on, this is causing hold-ups for us and everyone else waiting behind us. On top of that, their email responses take ages and the park staff can't do much to help us out. We're shelling out every month for both of these passes and not feeling any kind of special treatment. Can they please sort us out with a pass that actually does what it's meant to? As soon as possible, pretty please!
Disabled access changes
As someone who's been holding onto a Merlin pass for a long time, I was absolutely taken aback and let down by the recent changes made to the disabled access system. My son has autism, meaning he needs some extra help when it comes to waiting in long lines. Before, the ride access pass card allowed us to skip the regular queues, making our trips much easier to handle. But on our last visit, we found out about the new rule where we had to book the ride access pass in advance, a rule that we hadn't been properly told about. This lack of info meant we were denied the help we really needed, just like other families in the same boat. The way the management dealt with it was just awful. Instead of being understanding and kind to families with special needs, they seemed fine with sending us away, even though we'd come from far away. The lack of flexibility and empathy shown to disabled people was just really disappointing and went against the family-friendly image the park tries to keep up. All in all, a really sad experience that's made me see the park in a different light.
Platinum passes
My family had such a great time with our new platinum passes! We've visited loads of fun places like Alton Towers and Legoland Windsor. These passes are definitely worth it if you go regularly. Just remember to have a good read through the terms and conditions and book ahead to avoid any let-downs. We had a small problem at Alton Towers but the customer service team sorted it out really fast. Big thanks to Merlin Passes for all the great memories!
Booking process disappointment
The booking system for the passes was really disappointing. Having to book a week ahead of time makes it hard to visit whenever you like, especially if you have specific requirements. The lack of sufficient support and assistance only adds to the frustration, something I noticed during my visits to both Chessington and Thorpe Park.
Platinum Pass availability
My family and I, being Platinum Pass holders, were really let down by the fact that we couldn't get slots for the attractions we wanted to visit this week. Even though there were loads of slots online for people who pay, we just couldn't book for the days we wanted. It doesn't seem fair that we've put so much money into our passes, only to not be able to enjoy the benefits we were told we would get. This whole situation has made us feel like our loyalty as regular customers isn't being appreciated.
Super fun visits
I have to say, whenever I go to these places, I always have an amazing time! The facilities are always well-maintained, the staff really go the extra mile to make sure you have a good time, and the prices are really good value. I definitely suggest giving them a try for a fun and thrilling day out.
Annual Pass for three people
I got this pass for my mum, my brother and me. It seemed great at first, but cancelling was a total nightmare. The website made it really difficult to cancel and there was no way to stop the direct debit. It felt so sneaky! On top of that, it took them ages to cancel my membership and they kept charging me even after I requested to cancel. It was such a hassle!
Family passes for Christmas
I received these passes as a Christmas gift and I was really looking forward to using them with my family. However, when I attempted to book online, there were no available slots. I even tried to ring the helpline, but nobody picked up and then the call got disconnected. It's really annoying because there are still many tickets accessible for purchase online on the dates we planned to visit. At this point, I just want a refund as it has been quite disappointing.
Multiple attractions booking issue
As a Gold Pass holder, I've been having a really hard time trying to book visits to different attractions like Alton Towers, Cadbury World, and Warwick Castle. There's hardly any slots available and I haven't managed to book anything, not even for the upcoming Feb half term. I'm really let down by the lack of perks and value for money as a pass holder, especially when I found out that blue light holders get better discounts at the Alton Hotel and Water Park.
Annual passes purchase
I'm really disappointed with the whole thing about buying those annual passes. I made sure to give them my new address, but they still sent the packs to my old one, which was a real pain and made me pretty annoyed. Then, when I went to different theme parks, they told me they didn't keep the packs there, which just added to the let-down. I've been living at my current address for 3 years now, and this has never happened with any other online orders I've made. The fact that they messed up the delivery so badly, especially after I paid a lot for the passes, is just not on. I've tried getting in touch with customer service in different ways, but I haven't got a decent response yet. All in all, this whole thing has been a frustrating let-down.
Pass booking issues
The booking system for the passes is a complete nightmare. I've tried to pre-book several times, but the system doesn't seem to recognise our passes at all. It's really annoying to see other people struggling with the same issue, especially when the RAP is fully booked every time I try to make a reservation. It's taking ages for complaints to be dealt with, with a two-week wait for any kind of solution. When I phoned up to ask about the problem, Merlin's customer service just brushed it off and said it wasn't their concern. The only good thing is the staff at the kiosks who are actually helpful and acknowledge the issue.
Hotel stay confusion
I was just trying to work out how much I could save on a hotel stay with my pass, but it was all so confusing! I had to speak to loads of different people just to get an answer, and even then, I still couldn't find the info I was looking for. It's like they're trying to hide the prices from us before we make a purchase - really annoying!
Annual passes for various attractions
The annual passes are really worth it. We've had a great time visiting all the different attractions included in the pass. From rollercoasters to underwater adventures, there's something for everyone. The variety of locations is amazing, and we've made so many fantastic memories thanks to these passes. I would highly recommend them to anyone looking for a fun day out!
Late-night purchase of 4 passes
I feel really let down by the customer service I got after buying 4 passes in the evening, only to find out about a half-price offer the next day. I went on webchat right away to cancel the passes within the cooling off period and buy them again at the sale price. They promised me I'd get refunded the price difference. But it's been more than a month now and I still haven't seen the refund. At first they said it would take 5 days, then an email said it could be up to 3 weeks. Now it's been over 4 weeks and no matter how many times I try to get in touch by phone and email, I'm just hit with silence. It's really not fair or right to leave me hanging like this. I need someone to sort this out urgently.
Review with most votes
Standard Family Merlin Passes
The last time I went on tour was in France and I went alone because it was on official sponsorship. I cannot say if I really enjoyed the tour for different reasons. First, I wen... Read onBy: Joselyn Paulette