Skip to main content

Covid-19 FAQs

Latest Update

We remain temporarily closed, but in line with the Government’s roadmap out of lockdown we plan to reopen from May 17. You can pre-book tickets now and your tickets are covered by our Booking Guarantee 

For information about your booking, please review the FAQs below to find out the best next steps and who to contact if you need further assistance.

Please keep checking our website and social media for the latest information.

Information for guests looking to book tickets and those with existing tickets

We are temporarily closed based on the latest guidance from the UK Government in response to the COVID-19 outbreak.     

In line with the Government’s roadmap out of lockdown we plan to reopen from May 17. Please keep checking our website and social media channels for the latest information.

If you have booked a ticket to visit us and we are still closed, it is easy to revalidate 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 the end of 2021.

 

Please get in touch with our team on LDGuestExperience@merlinentertainments.biz 

If you have a Merlin Annual Pass please head over to https://www.merlinannualpass.co.uk/coronavirus for all pass related FAQs and the latest updates from the Merlin Annual Pass team.

Guest Questions

Yes, guests will need to wear a face covering when visiting our attraction as a condition of entry. Face coverings are not required for children under the age of 11 or for people with certain health conditions and/or disabilities. In addition, visitors will see our guest-facing employees wearing Personal Protective Equipment including facemasks and visors.  Hygiene screens have been installed in front of many of our food stalls and shop counters, and we have installed social distancing markers throughout our attraction.

We have implemented an extensive range of safety measures across the attractions. For more details, please see our Know Before You Go page. 

We’re restricting the number of guests who can visit each day, to ensure we can maintain social distancing in all areas of the attraction. 

Our toilet facilities will be open for guests and we have introduced new measures within these facilities to ensure spatial distancing. Enhanced cleaning will take place throughout the day

We understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus you may require to change the date/time of your visit to our attraction. Please contact: LDGuestExperience@merlinentertainments.biz If you have booked through a third party, please contact them to discuss your booking.

Employees and guests are asked to participate in a temperature check using a non-touch thermometer. Anyone who is displaying a temperature above 37.8 degrees Celsius will unfortunately not be allowed to enter.  In this event we will gladly rebook your visit when convenient and at no additional cost; we do not expect anyone to be penalised for doing the right thing.

Visitors with certain health conditions and disabilities related to higher bodily temperatures should speak to the customer services team upon booking to ensure we can provide the correct assistance on an individual basis.