ONLINE HELP CENTRE

Before you get in touch, have you searched for the answer in our in depth Help Centre? We have listed the most popular questions and answers there for you! 

CLICK HERE TO SEARCH THE HELP CENTRE

Twitter 

GOT A QUICK QUESTION?

The best place to start is to ask our TWITTER and FACEBOOK team, on hand to help you make the most of your visit!

WHAT CAN YOU EXPECT?

Our Twitter and Facebook team are waiting to answer your questions, during Theme Park opening hours and aim to respond on the same working day.

If you like you can also direct message us on Facebook or Twitter!

ONLINE HELP CENTRE

Before you get in touch, have you searched for the answer in our in depth Help Centre? We have listed the most popular questions and answers there for you! 

CLICK HERE TO SEARCH THE HELP CENTRE

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FEEDBACK ON YOUR VISIT

If you would like to leave us feedback about your visit, please fill out the online form below and a member of our Customer Services team will review your feedback and be in touch. You can always review us on TripAdvisor too.

WHAT YOU CAN EXPECT

We always do our best to respond to you personally within 7 days of you contacting us through the online form. We’d ask for you to contact us within 4 weeks of your visit date and ask you to provide any proof of visit such as entry ticket or order number.

NEED TO KNOW ABOUT CALLING US

Calls cost 10p per minute plus network extras

Theme Park & Waterpark line is open 9am-5pm, 7 days a week.

Hotel line is open:

9am-6pm Monday to Friday
9am - 3pm Saturday
Closed Sunday


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Give us a call

Theme Park & Waterpark Bookings  & Enquiries
0871 222 3330

Hotel Bookings & Enquiries
0871 222 1100

Spa Bookings & Enquiries
0871 702 7043

OTHER USEFUL NUMBERS

Business Enquiries – Theme Park
0871 222 9910

Business Enquiries – Hotels
0871 222 9940

Corporate Sales – Conference & Events
0871 222 1611

International calling number
00 44 1538 703344

 

UK Claims Notification Enquiries
The following information is provided to assist in the identification of our UK Employer Liability Insurers and Global Public Liability Insurers.

Employer’s Liability
Ace European Group Ltd
200 Broomielaw
Glasgow
G1 4RU

Policy Number UKCANC33447

Public Liability
Ace European Group Ltd
200 Broomielaw
Glasgow
G1 4RU

Policy Number UKCANC33447

Help Centre

How can we help you?

Tickets and vouchers

Got a question about an online booking, ticket order, reservation or promotional voucher? 

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Tickets and vouchers

Tickets purchased in advance can be collected from the theme park entrance from any of the ticket booths.

If you need to change the name of your booking you will have to call our Contact Centre on 0871 222 3330. They are open for 9.00am – 5.00pm all week. Calls cost 10p per minute, plus network charges.

Just bring proof of ID and your order number with you and our Admissions Team can look up your booking on the day. Should you have further problems please call our Call Centre on 0871 222 3330. They are available from 9.00am – 5.00pm, 7 days a week. Calls cost 10p a minute, plus any network charges.

If you can open the Print@Home .pdf file that is attached to your confirmation email, then we can scan the barcode directly from your phone or tablet at Admissions on the day of your visit.

Print at Home tickets are only available in a single purchase. If you wish to also book any Fastrack tickets, then these need to be completed on a separate order. Fastrack tickets need to be collected at the theme park on the day.

If you can open the Print@Home .pdf file that is attached to your confirmation email, then we can scan the barcode directly from your phone or tablet at Admissions on the day of your visit.

Please note that discounted tickets purchased online cannot be used in conjunction with any other promotional offer.

Tesco Clubcard, Nectar, and other promotional offers can only be used on the day at our Admission kiosks and are not available to use online, however our online booking rates are already discounted and are lower the further in advance you book!

Discounted rates for corporate customers, NHS, armed forces or students are available by calling the Corporate Booking Line on 0871 222 4001 and quote the company code to redeem. These discounts are not bookable online and require the holder to produce the relevant ID on the day.

Fastracks are available for individual rides or selections of rides and they allow you to enter the rides via a dedicated Fastrack entrance, that can often have a much shorter queue than the normal one. Fastracks can be purchased online, at admissions, from the Resort Box Office and Sales and Information booths around the Theme Park.

All children under four go free when you visit any attraction at Alton Towers Resort. So whether you fancy a short break in our themed accommodation, a splashtastic time in our Water Park or experience one of our fantastic family rides and attractions, then your under fours go free!

Come and explore CBeebies Land, where viewers will be able to step right into their world and experience learning through play. Entry to CBeebies Land is also included in your Theme Park ticket.

Under 4's tickets can be booked online but only with a minimum of 1 Adult ticket. You can also get these at the kiosk if you've pre-booked tickets to collect or are buying on the day. Alternatively if you already have all your other tickets and only need the under 4's ticket when you arrive head to the turnstiles where they can be issued directly by our Welcome Team.

If you have Love 2 Shop vouchers they can be redeemed against entrance fees to the Alton Towers Theme Park only on the day of your visit. More details on Love to Shop here www.love2shop.co.uk

Just bring proof of ID, proof of charges (bank or card statement) and your order number with you and our Admissions Team can look up your booking on the day. Should you have further problems please call our Call Centre on 0871 222 3330. They are available from 9.00am – 5.00pm, 7 days a week. Calls cost 10p a minute, plus any network charges.

In accordance with the Terms & Conditions of the Sun Newspaper offer, tickets from the Sun Newspaper promotion are only valid for the date printed on them, and cannot be exchanged for an alternative date. 

We have fantastic senior rates at 50% off for the over 60's. Photo ID with proof of age may be required to enter the park on these Senior tickets, please have this available should this be requested. Senior rates are a special offer price which cannot be used with any other promotion.

Please email your request into our Resort Box Office team at gs.feedback@alton-towers.com attaching scanned pictures of all tickets bought with copies of bank statements and any correspondence where relevant. Please provide as much detail as possible in your contact with us.

Tickets purchased in advance must be used on the day selected. Unfortunately we cannot revalidate or refund tickets not used.

All tickets are non-refundable. If you would like to discuss your booking, please email your request into our Resort Box Office team at gs.feedback@alton-towers.com attaching scanned pictures of the tickets.

Please email your request into our Resort Box Office team at gs.feedback@alton-towers.com attaching scanned pictures of the tickets you wish to have changed. We can't always change a date for tickets pre-booked, however if you email at least 7 days in advance of your visit we will be able to fully review your case.

Unfortunately, we’re unable to comment on any specific vouchers or deals – there are, after all, lots of fantastic deals available! Therefore, please double check the terms and conditions of the voucher to avoid disappointment. Your voucher should have an expiry date and will list out any restriction dates.
For the purposes of vouchers, a secondary ticketed event refers to a concert, VIP Experience or date when the Theme Park is not available at the standard gate price.
Theme Park vouchers can only be used on the day and not in conjunction with online discounts, they are not valid for the Alton Towers Waterpark, Accommodation or other secondary attractions. 

Pregnant women are not entitled to a discounted ticket to the Resort, however a number of rides and attractions are still suitable for expectant mothers, including Sharkbait Reef By SEA LIFE and many attractions in CBeebies Land.

You can collect your theme park tickets on arrival at hotel reception, and you do not have to wait until the 3pm check-in time to collect them.

Theme Park

This exclusive online family ticket gives savings of up to 25% versus the on-the-day price when you book at least 7 days in advance. Book your tickets online and receive these great benefits: 

  • Save up to 25% online
  • Early Ride Time*
  • Under 4's go FREE
  • Included in your ticket – full access to the Theme Park rides and attractions, including CBeebies Land from and Sharkbait Reef by Sea Life.
  • Best Price Guarantee

These prices are only available if you are visiting with a toddler under 4!

You can book this Ticket via Tickets or directly through our booking system.

Waterpark

Visit Alton Towers Waterpark during our Parent & Toddler sessions for just £7 outside of school holidays!

Our tropical Waterpark is incredibly popular, and visitors need to book tickets in advance to guarantee a water-filled adventure!

Please be aware that Alton Towers Resort school holiday periods are sometimes different than local school holidays. Contact us for further information.

The Waterpark operates a strict adult to child regulation to comply with health and safety standards. 
1 Adult : 1 child (4 years and under) 
1 Adult : 2 children (ages 5 - 9 years).

Accommodation

Have a question about our accommodation options? Find the answer right here.

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Accommodation

Check in any time you like, but if your room is not ready when you arrive, you can leave your bags with Reception. They will then be taken to your room when it’s ready, so you can start enjoying your break straight away. You can also leave them at Reception after you check out. Rooms are available from 3pm, and check out is 10am.

Check out is at 10am. Express check out is really easy. Just swipe your credit card at Reception when you arrive, check your bill via the TV in your room on the day of departure and hand in your keys when you leave the hotel. 

Swipe your credit card at Reception, and you can charge from any of the hotel outlets to your room, by presenting your registration charge card. Alternatively, our restaurants take all major debit and credit cards.

You certainly can have a cot in your room, please ask at the time of making your booking or give the accommodation team a call before you arrive. There is no additional charge for a cot.

All of our accommodation car parks are sign posted as your enter the Resort and are free of charge to those who are staying over with us.

The Enchanted village is located next to the Alton Towers Hotel and within walking distance to the Monorail.

If you'd like to amend or update your accommodation booking, please give our accommodation reservations team a call on 0871 222 1100.

If you've got young children, you may prefer to reserve a table between 5:30pm and 7.00pm, so you can eat straight after the days excitement. Please ask reception on arrival or book direct at the restaurant. You can also plan ahead and book a table at Secret Garden Restaurant, Flambo's Exotic Feast, The Crooked Spoon and The Emperor's Grill when you book your accommodation stay online or by telephone.

Wifi is FREE at both of our accommodation via The Cloud.

You will need to register your device the first time you connect but after this your device should connect automatically. Set up an account in advance to save time on the day. More information here: https://service.thecloud.net

For faster auto connect and wifi hotspot locating The Cloud has its own App.

 

As our accommodation is family orientated, we are forging ahead of legislation by becoming a smoke-free environment. The single designated smoking areas are the covered areas at the front of both hotels or next to The Crooked Spoon within the Enchanted Village - all other areas around the accommodation is smoke-free. This includes e-cigarettes.

Both Hotels and the Enchanted Village are great choices, whatever else you're planning to do. There is an internal walkway that connects the two hotels, so it's all very easy access wherever you are! The Enchanted Village is just around the corner from the Alton Towers Hotel.

Our accommodation is open on all public holidays, excluding Christmas Eve (from 2pm), Christmas Day and Boxing Day.

You can collect your theme park tickets on arrival at hotel reception, and you do not have to wait until the 3pm check-in time to collect them.

Theme Park

For all of your Theme Park questions, covering all the essential services and facilities.

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Theme Park

Rides and attractions at Alton Towers Resort are subject to availability and may close for technical or operational reasons, capacity, inclement weather, special events or to ensure the safety and security of guests or if Merlin reasonably considers the circumstances so require. 

It's very rare that we know ahead of your visit date if an attraction is planned to be unavailable. For latest availability see www.ridetimes.co.uk

Cash points are accessible all over the theme park. Some of them charge for you to make a withdrawal, but there is a zero charge machine on Towers Street, as soon as you enter the theme park.

BT Public telephones are available within the Theme Park on Towers Street.

Minimum call charge is 60p. Coins accepted are 10p, 20p, 50p, £1, and £2 coins.

For the purposes of admissions an adult is 12 & over at the Alton Towers Resort.

We do not accept entry into the park of children under 12 without an adult 18yrs or over.

Child free entry is under 4 years at the Alton Towers Resort.

Toilets are situated around the park at multiple locations indicated on the Park maps. All of our toilets on the resort include baby changing facilities. Please ask a member of staff for the nearest toilet should you not have access to a map. 

There are benches at various locations around the Theme Park, or various cafes and restaurants where you can relax with a drink if the excitement is all getting a bit too much, particularly in CBeebies Land.

Please visit the Medical Centre located on Towers Street where we can provide refrigerated storage for your medication.

Pets or animals of any nature are expressly prohibited in the Attraction (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Attraction.Merlin reserves the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.

Yes, guide dogs, hearing dogs and registered assistance dogs are all welcome in the park.

As soon as you enter the park head to the Resort Box Office for your Access wristband.

Whilst assistance/guide dogs are welcome in the Theme Park they will not be able to accompany guests onto any of the rides. They will be allowed as far as the loading point where they must be left with a member of the party – they must never be left unattended anywhere in the Theme Park

If you are pregnant we advise you to use only our gentle rides. But even though you’ll be avoiding the bigger rides, there’s still a whole host of things to enjoy such as our live shows, Sharkbait Reef by SEALIFE, historical Gardens, and a variety of gentle rides and attractions. You’ll find information about which rides to avoid on the signage outside each ride, but this should never replace the advice of your doctor. 

For our guests who prefer to relax there are some fabulous alternatives within our grounds.

Originally created circa 1814 by the eccentric 15th Earl of Shrewsbury the park gardens are designed in an eclectic style. They were originally opened to tours for the public to fund renovation works on the house. Today they still provide a wonderfully relaxing place to take some time out and admire the views alone or with friends and family.

Garden tours with our head gardeners are very popular and run throughout the winter opening dates, but check in advance.

The Towers are the main historic house ruins which have a long history dating back to the Norman era. Originally a castle, then a Stately Home and a Shooting Range they are partially open to guests throughout most of the season. The only exception to this is events which utilise the Towers such as Scarefest. Check before you visit.

There are many gentle rides, small attractions, and character shows. Take a look at our website and resort maps for more information.

The ultimate in relaxation is our Spa, based at the Alton Towers Hotel. Enjoy treatments and quality time alone or with family and friends. All Spa experiences have to be booked prior to your arrival. It is advisable to book early for both Aqua Relaxation Rooms and Spa treatments. You can call 0870 443 2333 or email spa@alton-towers.com to book. 

Our Medical Centre is just at the bottom corner of Towers Street should you need any assistance. If you are not near to the Medical Centre please ask any member of staff for assistance.

If you’re visiting the theme park with your little ones in tow but still want to enjoy the big rides pick up one of our Parent Queue Share passes.

Parent Queue Share passes enable Parent One to queue in the usual way, ensure that the pass is punched by a ride host. Parent two meets Parent One after the ride and takes the pass to the ride host via the access point to enter the ride. This ensures that the child is not left unaccompanied and that the parents can still enjoy our attractions.

We have enhanced our queue time information system with the introduction of digital boards in five key areas around the Park, as we appreciate our guests like to make informed decisions about which ride or attraction to visit next during the course of their day.

Parent Queue Share Passes are available from our Resort Box Office friendly near the main entrance on Towers Street, or from participating rides & attractions.

Fastracks are available for individual rides or selections of rides and they allow you to enter the rides via a dedicated Fastrack entrance, that can often have a much shorter queue than the normal one.

It’s the ride queue line that closes at the advertised time, not the ride itself! So if it’s a 6pm ride close, head to your favourite ride at 5.55pm and you'll still be able to enjoy the ride!

Since your bags and loose articles are not allowed to be taken on the majority of the rides, we recommend that you place all your loose items and valuables into one of our safe and secure lockers.

These are available from many locations including:

Towers St, X-Sector, Forbidden Valley, and Dark Forest.

Lockers are available for 1 hour, or all day at the following rates:

Small Locker – £1 per hour, or £5 per day

Large Locker – £2 per hour, or £10 per day

For the duration of the rental period lockers can be reopened and closed as many times as needed at no extra charge.

Guests cannot ride with bags or loose items on our rides and so will be required to place bags either in lockers or on the ride platform.These facilities vary from ride to ride and belongings are always left at the owners risk. Please see our T&C's for more info

 

 

 

If you have a pacemaker which requires you to avoid strong magnetic fields, you should not ride Nemesis Sub-Terra, Rita, Th13teen or The Smiler. For any further information on what rides may or may not be suitable, we would always recommend consulting your doctor.

A number of our rides have test seats outside their entrances, due to restrictive nature of some of our rides restraints, as a guide here are the chest width restrictions for the rides which are affected.

Air  48 inches 
Rita 48 inches
Nemesis  52 inches 
Oblivion 52 inches 
The Smiler  56 inches 
Ripsaw  Restrictive, please speak to a member of staff 
TH13TEEN Restrictive, please speak to a member of staff 
Sonic Spinball  Restrictive, please speak to a member of staff 

Please be aware: Sonic Spinball has a maximum weight limit of 111kg.


These restrictions have been decided by individual ride manufacturers due to health and safety regulations.

Alton Towers Waterpark

Want to know more about your splash into the Alton Towers Waterpark? 

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Alton Towers Waterpark

Yes, our Lifeguards are trained to National Lifeguard Standard, including First Aid.

Outdoor clothing can be worn in the Waterpark if you are a spectator, however outdoor footwear is not permitted. We do recommend guests to wear loose clothing whilst inside the Waterpark as it can feel warm when spectating. 

The Waterpark operates a strict adult to child regulation to comply with health and safety standards.

Please check the table below before making a booking:

1 person over the age of sixteen: 1 child (4 years and under)

1 person over the age of sixteen: 2 children (ages 5-9)

Yes, there are lockers. You will need a 20p coin to use these.

Yes, there is baby changing in the changing rooms, and a special feeding room for mums.

Yes we suggest you bring your own towels if you wish to use the Waterpark, although towels can also be hired for £2 each.

We now allow photography at the Alton Towers Waterpark, but please refrain from using your camera in the changing areas. Video cameras are not permitted.

Yes we host Parent and Toddler sessions. Children up to the age of 4 years can have a whale of a time with lots of toys and inflatables, and fantastic watery features. Call the Alton Towers Waterpark reception on 0871 222 3330 for more details.

The Waterpark is right next door to Splash Landings Hotel. Go into the reception and you'll see the signs directing you down to the Waterpark.
Yes, we have a limited number available from the pool side of the Alton Towers Waterpark.

We ask that you let our staff know if you have an infectious disease or skin complaint. And for health reasons and the safety of our guests, please do not go into the water if you have had diarrhoea within the last 48 hours.

Yes, as long as you cover the wound with a waterproof plaster.

You have to be 1.1m to go on Master Blaster and you have to be 5+ to go in the Bubbly Wubbly pool and Volcanic Springs.

Children over the age of 3 can ride Rush and Rampage however if they are under 1.1m tall the must be accompanied by an adult.

No, for the safety of guests, we don't allow inflatables into the pool. But we do have special inflatable fun sessions for children up to age 6 - just check at the Waterpark reception for times.

 

If for religious reasons, some parts of your body must be covered, you can wear discrete swimwear or fitted leggings and/or a fitted t-shirt. Wearing such items does exclude use of the Master Blaster ride for safety reasons. No other forms of clothing will be accepted.

Yes, The Original Sandwich Company is right in the middle of the Waterpark. It serves snack and refreshments, so you don't even have to get changed.

No, you can't bring food into the Waterpark. But there is a snack bar called Original Sandwich Company, right in the middle of the Waterpark, where you can get snacks and drinks.

Ultraviolet radiation is not excluded from natural sunlight at the Alton Towers Waterpark, so you may wish to wear sun cream when it's sunny.
Yes, swimwear must be worm by all ages, including infants for hygiene purposes.

Your rewarding career as a lifeguard starts here! If you fancy yourself as a Baywatch hero, then our lifeguard courses are the perfect next step for you! Our wonderfully wacky Waterpark provides a memorable atmosphere and we have the perfect activities for you earn your NPLQ!

To enrol on NPLQ course you must be able to do the following: Swim 50m in less than 1 minute, swim 100m continuously on your front then 100m on your back, tread water in deep water for more than 30 seconds, surface dive to the deepest part of the pool, climb out of the pool unaided, be fluent in conversational English and be at least 16 years old.

If you are interested in attending one of our heroic Lifeguard Courses, please send the below details to waterpark@alton-towers.com and you will be contacted about the course, and the next available date.

  • Name
  • Age
  • Address
  • Postcode
  • E-mail Address
  • In your e-mail please state that you are interested in our Life Guard Courses.

As long as your group meet the admissions policy, you can spectate from Ma Garrita’s bar area in Splash Landings Hotel. You would need to purchase an admissions ticket if you wish to go in to the water.

Unfortunately due to the popularity of the Alton Towers Waterpark we often reach out capacity which has been decided due to Health and Safety reasons.

During these times guests will also not be able buy tickets on the day from the Waterpark.

We suggest trying a different date and booking as far as possible in advance. 

Alton Towers Spa

Get your question answered before you step inside and find yourself in a blissful oasis of luxurious tranquillity.

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Alton Towers Spa

Yes, booking is essential to avoid disappointment on the day, please call 0871 702 7043 (calls cost 10p per minute plus network extras).

We provide towels and robes, so just your swimwear if you are visiting the Aqua Relaxation Rooms. 

No need for coins, as the lockers are complimentary for our Spa guests.

We are located at the end of the first floor corridor of the Alton Towers Hotel. The hotel is signposted from arrival at the main entrance.

Car parking is complimentary, park at the Alton Towers Hotel car park and enter through the main entrance.

We want you to be able to relax whilst visiting our Spa so we are strictly over 16’s within our Aqua Relaxation Rooms. For guests 13+, suitable treatments available are the File and Polish and i.d. bareMinerals make up lesson and application.

If for any reason you need to cancel your booking please give 24 hours notice prior to your scheduled time and a full refund will be given. Alternatively we can re-schedule for a more convenient time.

The Spa is situated at the Alton Towers Hotel, to enter the Theme park you would need to purchase your Theme Park ticket online as an additional item.

Yes, you will be required to provide information at the Spa Reception and return the robe to the Spa to avoid a charge.

We suggest that you speak to your doctor as sometimes doctors notes are needed, if in doubt call the Spa and speak to our trained professionals for advice.

Please be aware we do ask you to arrive for your treatment at least 10 minutes before your scheduled time. This time is for you to prepare yourself for your treatment. Swimwear is required if you are visiting our Aqua Relaxation Rooms. Towels, robes and slippers are provided. Prices are subject to change without notice. The Alton Towers Spa is open to over 16’s only, with the exception of File and Polish and i.d bareMinerals make-up lesson and application for over 13’s.

CBeebies Land

A set of questions and answers for the newest addition to Alton Towers Theme Park - CBeebies Land.

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CBeebies Land

CBeebies Land is inside Alton Towers Theme Park! As you enter the Theme Park through the turnstiles onto Towers Street, CBeebies Land is at the bottom of the street on the right hand side, just past Corner Coffee.

CBeebies Land is the only place where you can meet, join in, and play with your favourite CBeebies characters. CBeebies is for little learners aged between 1 and 6.

A small amount of rides have height restrictions. Please visit the CBeebies Land rides and attractions page for the full details.

Join our fantastic entertainment in Big Fun Showtime, a complete new area in CBeebies Land providing live entertainment, toilet and baby changing facilities and indoor and outdoor picnic areas.

Yes, strollers can be hired from Towers Trading Co., located on Towers Street. A daily charge of £7.00/£10.00 per single/double stroller applies.

In CBeebies Land there is a large area that is covered by a canopy in Big Fun Showtime.

Yes, there are two excellent baby changing facilities available in CBeebies Land - large changing areas for mothers and fathers to use.

Any lost persons will be taken to the CBeebies Clock Tower which stands at the centre of CBeebies Land. You can ask any member of staff for assistance if you or a member of your group becomes separated.

There are private feeding rooms available in the toilets located in Big Fun Show Time and in the toilets located next to Justin’s House Pie-o-Matic Factory.

Delicious baby food is available from Young Explorers Lunch Box to refuel your little learners for an afternoon packed full of play and discovery. If you would like food gently heating, simply ask a member of staff and they will be more than happy to assist.

 

Young Explorers Lunch Box is a fantastic indoor restaurant serving freshly prepared hot and cold sandwiches, hearty pies and pick and mix picnics. High chairs are available. An outdoor eating area is located in Big Fun Time.

CBeebies Land is an area within the Alton Towers Theme Park. There is no separate admission price for this area of the Theme Park.

There are attractions across the whole of the Theme Park suitable for younger children.

Annual Passes

Where can you buy an Annual Pass? What options are available? Find out here!

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Annual Passes

Yes, you can do this in person at the attraction where your pass was originally issued for an upgrade fee of £50pp. Upgrades only apply to the remaining time left on your current Pass.

This Pass can only be used by the named holder. Each Pass has the name and photograph of the Passholder. Pass sharing is not allowed and will result in permanent confiscation without compensation.

Within a Family Pass you are able to have a maximum of 3 adults who are aged over 12 years. For example if you are purchasing a family of 4 you are able to have a maximum of 3 adults and one child under the age of 12. You can have a mixture that will suit your family needs.

The age of the child at the time of purchase is what we recognise. If your child is currently 11 and will turn 12 during the life of your Passes they are still classed as a child until you come to renew after the 12 months.

There is no set age a child requires a Merlin Annual Pass from. However we do provide the following guidance:

  • If your child is 3 years or over at the time of purchasing your Passes OR will turn 3 during the life of your Passes we recommend you purchase a Pass for them, this is because children aged 3 or over are required to pay admission when entering LEGOLAND® Windsor Resort, SEA LIFE centres & Sanctuaries (including the London Aquarium) and LEGOLAND® Discovery Centre Manchester.
  • If your child is 0.9 metre tall or over at the time of purchasing your Passes OR will you think will reach 0.9 metre tall during the life of your Passes we recommend you purchase a Pass for them, this is because children 0.9 metre tall and over are required to pay admission when entering Chessington World of Adventures Resort and children over 1 metre are required to pay for admission at THORPE PARK.

Once a Pass has been activated then unfortunately you are unable to add another family member until your Passes are up for renewal.

Simply bring your token to Alton Towers Resort or pop it in the post to us with passport sized photographs and details of the passholders- Alton Towers Annual Pass Team, Alton Towers, Alton, Staffordshire, ST10 4DB.

If you have points to redeem against a Merlin Annual Pass you will receive a Standard Individual Pass. You can choose to upgrade to a Premium Pass when you exchange your voucher at an attraction or at any point during the life of your Pass for £50.

It can take between 2-3 weeks from you posting you application to you receiving your passes - so ensure you leave plenty of time before your first visit!

All you need is yourself! We will take a photo of you when you arrive and no proof of identification is needed.

You can give your booking reference to a family member or friend along with a clear colour photo of you, your full name and date of birth and they can take it along to an attraction for you to have your Pass issued.

If you are part of a family Pass your family members can have the Pass issued on your behalf by taking a clear colour photo of you with them, your full name and date of birth. All family Passes must be issued at the same time.

No. All Merlin Annual Passes can only be issued to a person. 

We do not offer a Pass which can be shared.

You will need to visit your home attraction where the admissions team will look you up on their system and print you off a new card. Please note that an administration fee applies of £10 for each card that is reprinted. If you are unable to get to your issuing attraction please call our customer service team on 08444 77 44 44 and they will be happy to assist. Note: If you visit an attraction, other than your home attraction and you do not have your Merlin Annual Pass you will be charged the on the day entry fee which is non-refundable.

All our Passes are non-refundable however we can freeze you and your family's Passes until after your baby has been born and you have had up to three months of recovery, please email us at info@merlinannualpass.co.uk to arrange this. Please note passes cannot be back-dated so the sooner you contact us the sooner we can have your passes frozen.

Scarefest and Fireworks are included in all of our Annual Passes, there is no option to pre-book, so our advice is to arrive early.

Guests with disabilities can obtain an interchangeable carer’s Annual Pass - please visit the Resort Box Office for further information.

Visiting with young children

Want to know how to hire a pushchair, about breast-feeding areas or where to buy baby food? We have it covered.

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Visiting with young children

We have a variety of rides, attractions and areas of the Resort suitable for young children. Including CBeebies Land, Cloud Cuckoo Land and Sharkbait Reef By Sea Life! Over at the Alton Towers Waterpark the Little Leak is an area specifically designed for toddlers!

There are private feeding rooms available in the toilets in CBeebies Land located in Big Fun Show Time and in the toilets located next to Justin’s House Pie-o-Matic Factory.

You are, of course, welcome to feed in any of our restaurants or cafes, or there is comfortable seating available in certain baby-changing rooms around the Theme Park (such as those in Wobble World or CBeebies Land). 

We have a selection of colourful buggies for hire at Towers Trading Co. (near the Main Entrance) which are a great way to add a bit of fun as you travel around the Theme Park. Prices are Single pushchairs cost £7 and double pushchairs cost £10.

Buggy Parks are located throughout the Park next to most of our family rides and in CBeebies Land if your little learner fancies a little walk every now again. Simply look out for the Buggy Park symbol on the Theme Park map to locate the nearest Buggy Park to you.

There are several baby changing facilities within the theme park, most of which are located in the toilets around the park. Baby supplies are available at the Towers Trading Store, which stock everything you need for your baby, including nappies, bottles, dummies and Calpol.

All of our toilets have baby changing facilities. Please refer to the Resort Map for locations. 

On the Park delicious baby food is available from Little Explorers Lunch Box (CBeebies Land) to refuel your little learners for an afternoon packed full of play and discovery.

We also offer free Heinz baby food with an adult meal at the following:

  • Little Explorers Lunch Box
  • Towers St Bar & Grill
  • Woodcutters Bar & Grill (Dark Forest)

    High chairs and bottle/food warming facilities are available in the above three restaurants as well as in:
  • Corner Coffee & Bar (Towers Street)
  • Courtyard BBQ (Mutiny Bay)
  • Explorers Pizza & Pasta Buffet (Katanga Canyon)
  • The Burger Kitchen (Cloud Cuckoo Land)
  • Wobble World Cafe (Cloud Cuckoo Land)


    Our accommodation offers bottle warming and baby food stations at the following:
  • Flambo's Restaurant (Splash Landings Hotel)
  • Secret Garden Restaurant (Alton Towers Hotel)
  • The Crooked Spoon (Enchanted Village)
  • Waterpark (Splash Landings Hotel)

    If you would like food gently heating, simply ask a member of staff and they will be more than happy to assist.

Baby supplies are available at the Towers Trading Store, which stock everything you need for your baby, including nappies, bottles, dummies and Calpol. A top tip for parents is to bring a change of clothes for your children to minimise any inconvenience and save time on your day. There are various items of baby and toddler clothing available to buy in CBeebies Land Shops. Accidents can also be helped by our Medical Centre at the bottom corner of Towers Street.

Toilets are situated around the park at multiple locations indicated on the Park maps.

Please ask a member of staff for the nearest toilet should you not have access to a map.

Disabled toilets are available at all toilet areas throughout the park with full disabled access. A radar key is not needed.

All of our toilets on the resort include baby changing facilities.

Park toilets are cleaned frequently throughout the day. Should they not be up to our usual high standards when you visit please alert the nearest member of staff. 

If you’re visiting the theme park with your little ones in tow but still want to enjoy the big rides pick up one of our Parent Queue Share passes.

Parent Queue Share passes enable Parent One to queue in the usual way, ensure that the pass is punched by a ride host. Parent two meets Parent One after the ride and takes the pass to the ride host via the access point to enter the ride. This ensures that the child is not left unaccompanied and that the parents can still enjoy our attractions.

We have enhanced our queue time information system with the introduction of digital boards in five key areas around the Park, as we appreciate our guests like to make informed decisions about which ride or attraction to visit next during the course of their day.

Parent Queue Share Passes are available from our Resort Box Office friendly near the main entrance on Towers Street, or from participating rides & attractions.

The family facility rooms include fridge, microwave, washing machine, iron and ironing board. Ask at Reception for more information. Unfortunately we don’t provide baby sitting or listening services. If you need a cot for your little one, please contact Reception - cot subject to availability. All guest rooms are non-smoking. Only guide dogs are permitted.

Guests with disabilities

We strive to make sure that the Theme Park, Accommodation, Waterpark and other attractions are easily accessible to everyone.

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Guests with disabilities

We would certainly advise that you avoid the rollercoasters, but there’s still a whole host of things to enjoy such as our live shows, Sharkbait Reef by SEALIFE, historical Gardens, and a variety of gentle rides and attractions. You’ll find some information about which rides to avoid on the signage outside each ride, but this should never replace the advice of your doctor.

Ultimately the operator of each ride must be satisfied that you’re able to brace yourself against the harness, be contained safely, and comply with all evacuation procedures. However, as a general guide, if you’ve got a cast on your arm or leg you’ll be unable to ride Air, Nemesis or Oblivion. Depending on your injury you might also be unable to ride The Smiler, Air, Rita or TH13TEEN; please speak to a member of staff at the ride who will be happy to advise.

Toilets with disabled access are available throughout the Theme Park, and do not require a Radar key. Please refer to the Resort Map for locations.

Guests with a disability pay the standard entry fee and are eligible to one free helper if they are unable to manage independently. Any further members of the party will pay full price. Proof of disability will be requested, which may include:

  • Disability Living Allowance or Attendance Allowance award letter (dated within the last 6 months).
  • Personal Independence Payment letter (dated within the last 6 months).
  • A current and valid Blue Badge.
  • Letter from GP or consultant (dated within the last 6 months) confirming the need for a full time carer. This does not need to be a letter of diagnosis.  

Please use the ‘Cash Only’ kiosk to the far side of the entrance plaza if you require ramped access; otherwise any of our cashiers will be more than happy to assist you in your ticket purchase/collection. Wheelchair users should use the gates between the turnstiles for wider access.

Guests with diabetes are not automatically eligible for our Special Access System. However, we’re happy to arrange Special Access for anyone upon presentation of a letter from your doctor/consultant which specifically states that you are unable to queue (rather than simply confirming your condition). Please refer to the disabled access section of the web site.

If you are coming as part of a larger group, or are bringing a group, please contact our Resort Box Office team on 01538 704018 and they will advise you on your best course of action.

Guests with disabilities who require changing facilities can use our Medical Centre on Towers Street. You are welcome to bring a mobile hoist, although you’ll need to have someone with you who is trained in its use.

Guests who are blind or partially-sighted are not automatically eligible for our Special Access System. However, we’re happy to arrange Special Access for anyone upon presentation of a letter from your doctor/consultant which specifically states that you are unable to queue (rather than simply confirming your condition). Please refer to the disabled access section of the web site.

Guests who are deaf or have partial hearing loss are not automatically eligible for our Special Access System. However, we’re happy to arrange Special Access for anyone upon presentation of a letter from your doctor/consultant which specifically states that you are unable to queue (rather than simply confirming your condition). Please refer to the disabled access section of the web site.

There are certain conditions which we recognise for automatic eligibility for the Ride Access system, which comprises of a RED wristband and a Ride Access Pass and we will accept the following documentation as proof of this eligibility:

1. Disability Living Allowance or Attendance Allowance award letter (dated within the last 6 months) showing that you receive the higher rate mobility component.

2. Personal Independence Payment letter (dated within the last 6 months) showing that you receive the enhanced mobility component.

3. A current and valid Blue Badge.

If you believe that you are unable to stand in a queue line for any other reason, we are happy to arrange a Ride Access Pass upon presentation of a letter from your GP or Consultant on headed paper (dated within the last 6 months) which clearly states that you are unable to queue and why (we do not need a letter of diagnosis). This, or any of the documentation above, must be presented alongside valid photographic ID for the named recipient.

Our Guest Services team will do everything possible to ensure that your visit is as easy as possible. However, we are not in a position to assess individuals’ abilities so we must insist that the letter from a medical professional states that you are unable to queue and why, rather than simply confirming your condition. This includes (but is not limited to) people with the following conditions:

  • Guests with visual impairments
  • Guests with hearing impairments
  • Type 1 Diabetes (including pump users)
  • Type 2 Diabetes
  • Asthma
  • Epilepsy

Guests with neurological, behavioural, emotional & social difficulties, including ADD, ADHD, ASD, ODD, Tourette’s Syndrome etc.

Ride Access Passes are not automatically offered to guests who have a hearing or visual impairment unless they are in receipt of the higher rate DLA, enhanced PIP or they have a letter from their consultant. However, these guests should still ensure they go to the Box Office on arrival to obtain a WHITE wristband which will ensure that staff can identify their needs and offer them full support, particularly in the case of an emergency.

The Ride Access Pass mechanic is such that once you have completed your first ride (the pass includes The Smiler, Nemesis, Air, Rita, TH13TEEN, Oblivion and Sonic Spinball), your card will be marked with a time at which you can go on your second ride; this process will be repeated at each of the rides as you visit them. Once your card is completed you can return to the Resort Box Office for a new card. Rides that are not specifically covered by the pass may still be used and access will be via the exit.

Tickets for disabled persons should be purchased as normal online minus the carers ticket.

On the day head to the Pre Booked Ticket Collection window (facing you on the left when you enter the Main Admissions Plaza) and present your supporting documents and ask for your free carers ticket. 

After entering the park through the turnstiles the Resort Box Office is on your right of Towers Street and will assist you with obtaining an Access Pass wristband.

Planning your visit

Want to know the best time to visit or have a burning question, let us help you!

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Planning your visit

Alton Towers Resort is probably the most famous Resort Theme Park in the UK, so it’s inevitable that there will be days when it is busy. However, with a bit of planning you can still have the most amazing time!

It can be difficult to say how busy the Theme Park will be on a day that you choose to visit, clearly school holiday and event periods are busier than mid week term time dates.

To make the most of your visit on a busier day, arrive early, consider buying Fastrack tickets and our top tip is to leave The Smiler until last, this way you'll be going the opposite way to the crowds.

 

Nearest stations are Stoke-On-Trent, Uttoxeter, and Derby.

The nearest petrol station to the park is in Uttoxeter. Use our postcode ST10 4DB to locate further stations online. The App 'Around Me' has locations of petrol stations.

We do not endorse any Taxi companies, however a quick search online will show a number of Taxi companies who serve Alton Towers Resort.

The Alton Towers Resort covers a vast area of over 500 acres and as most of this is outdoors we are therefore subject to the Great British weather. Food establishments offer diners cover, as do attractions such as Sea Life. Be prepared and bring appropriate clothing and footwear should unfavourable weather be forecast. Our shops do sell ponchos and umbrellas should you need to buy them.

Severe weather conditions can sometimes result in ride closures, for health and safety reasons.

High winds/rain/storms and snow are rare but can all bring their own challenges to ride operation as all rides have specific and unique operating requirements detailed by the manufacturer which must be adhered to. We cannot guarantee or predetermine closure times or which rides will operate in adverse weather. We understand that this can be disappointing, but the safety of our guests and staff is of paramount importance to us and is always our primary concern.

Alton Towers Resort is in the Staffordshire countryside, accessible by B roads there may be severe delays or blockages accessing the Resort in the event of severe weather such as snow or ice.

Should any of these circumstances arise we shall keep our website home page and social media pages (Facebook, Twitter) updated with the latest news.

Yes we are pleased to offer you completely free wi-fi access via The Cloud across the resort.

You will need to register your device the first time you connect but after this your device should connect automatically. Set up an account in advance to save time on the day. More information here: https://service.thecloud.net

For faster auto connect and wifi hotspot locating The Cloud has its own App.

There are bus services throughout the day to and from Alton Towers. Time table information is available, please call Traveline on 0870 608 2 608 . There is also information on train connections.

Charity & Local Community

Want to ask about a donation or want to know what our charity policy is? 

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Charity & Local Community

As an individual attraction, the Alton Towers Resort has a very robust social responsibility agenda supporting a number of charities in Staffordshire and the Staffordshire Moorlands every year.

In order to mirror the objective of the Merlin 's Magic Wand, the charity set up by our parent company, the Merlin Entertainments Group, to provide magical experiences for children who are seriously ill, disabled or disadvantaged, we focus our aid on those registered charities or organisations that provide assistance to children: this includes Scouts, Guides, Brownies, Rainbow Groups, young carer and young volunteer groups. 

We also try to support hospices, hospital wards and medical appeals where the prime beneficiaries will be children. We don't offer tickets to schools to use in raffles unless they are within our immediate vicinity. 

We will consider applications from registered charities from within Staffordshire that meet the above over-all objectives. If you feel that you meet the criteria, please write to Alton Towers Resort Central Admin, Alton Towers Resort, Alton, Staffordshire ST10 4DB. Your letter must be on headed paper and include the registered charity number. Each application will be considered on its own merit but given the sheer number of applications that we receive, we can only reply to those that are successful.

Merlin Entertainments' special charity - Merlin's Magic Wand - has been set up to provide magical experiences to many more children who are seriously ill, disabled or disadvantaged and who might not otherwise be able to visit one of our many attractions around the world.

Through Merlin's Magic Wand charity, we seek to provide the means for kids to visit us, or to take part in another similar experience appropriate to their circumstances. Grants towards the cost of travel and accommodation may be provided if needed, in addition to providing entrance passes to the attraction or experience.

To find out more about Merlin's Magic Wand, eligibility criteria, and how you can apply for an award, go to www.merlinsmagicwand.org, from where application forms can be downloaded. Merlin's Magic Wand has been established as a UK charitable trust, registered with the Charities Commission in the UK. The Charity will be run by a Board of Trustees, who will administer the funds and make awards. Awards may be made in any of the countries in which Merlin operates.

Alton Towers has been contributing to the well-being of the local community for hundreds of years, and our CSR statement is a key document for us as we continue to grow and move forward.

It is a statement not only of our many commitments to the surrounding area, but also a demonstration of our overall social responsibility as a leading leisure operator.

In brief, our aim is to engage with the District Council to devise a Local Development Framework, which will give us, and those that rely upon us, a future which is sustainable and commercially viable.

In the meantime, we are confident in our ability to deliver against the commitments in the Community Charter, subject to commercial demands.

Car Parking

Everything you need to know about parking upon arrival at Alton Towers Resort.

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Car Parking

You have the option of either walking to the Theme Park entrance or catching the monorail. The monorail station is next to Splash Landings Hotel and Extraordinary Golf.

Approximate walking times from car parks:
Car park A, B, C – 10 -15 minutes
Car park D, E, F, G, H – 18 - 22 minutes
Car park J, K – 25 minutes

We have a reserved number of car parking spaces for parents and toddlers, next to Splash Landing Hotel. These are located in Car Park E, only a short walk form the Monorail Station. These spaces are allocated on a first come first served basis.

Parking is extremely popular and wherever possible we encourage guests to share a car.

For a Theme Park visit, there is a charge per vehicle of £6, and of £16 for Express Parking. This charge include motorbikes. Minibuses without prior car park arrangements included in their booking cost £16 per vehicle.

Parking charges enable us to contribute to local greenbelt schemes and put funds back into our infrastructure and our local community.

We have comprehensive and fully staffed car parking but on our busier days please allow for the fact that queues can be expected, even for the Express Parking. This is due to the volume of cars and time of arrival which we endeavour to park as quickly as possible. Early parking and early leaving may help avoid the majority of queues should you wish to maximise your time on the Theme Park.

Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. 

A parking fee applies. If you lose your car park ticket, you will have to buy a new ticket. 

Motor homes, camper vans, caravans or any other vehicle of a similar nature are not permitted anywhere within Alton Towers Resort. 

No vehicles are permitted to remain in Alton Towers Resort outside the attraction's normal operating hours - unless of course you are staying overnight in resort accommodation and are parked in the correct area.

Enchanted Forest Tree Top Quest

Want to know more about your splash into the Enchanted Forest Tree Top Quest ? 

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Enchanted Forest Tree Top Quest

The Enchanted Forest Tree Top Quest is a high ropes course set in amongst the trees. It is a series of obstacles and elements that you must negotiate to get around the course, before you fly back to the ground on a zipwire.

There are 2 courses within the Enchanted Forest Tree Top Quest.  Guests can choose which course to complete – there is a high ropes course and a low ropes course.

All participants have to wear a safety harness, which attaches them to an overhead wire. Our innovative system ensures that you are unable to unclip yourself from this wire.

All participants will receive a safety briefing and instruction from an instructor before starting the course.

Once you have commenced you’re on your own, however just in case you have a problem our team of instructors are available to offer advice and support from the ground.

The low ropes course is 5m off the ground and the high ropes course is 8m off the ground.

The minimum age for the Enchanted Forest Tree Top Quest Low Ropes is 6 years and guests must be at least 1m tall. The minimum age for the high ropes course is 11 years and guests must also be at least 1.4m.

The maximum weight allowance is 120kg / 19 stone.

You will need to wear sensible shoes - trainers or walking boots are ideal. No open toe shoes or high heeled shoes will be allowed. Skirts are also not permitted on the course. No hand or wrist jewellery. Loose hair must be tied back.

The time it takes to get around the course will vary from person to person but you should expect it to take between 30-45 minutes for the low ropes course and up to 1 hour for the high ropes course. 

Tree Top Quest courses are challenging, require a degree of physical fitness and reasonable level of mobility & co-ordination.  Whether or not you are able to take part will depend on your disability.

Partially sighted, blind and deaf guests will need to have a carer with them to provide assistance.

Unfortunately due to the nature of the courses we are unable to accommodate non- ambulant guests.

If you are unsure of suitability to participate please contact us and we will be happy to discuss this with you.

Low ropes

Children aged 6 and 7 must be individually accompanied on the course by a paying adult who is over 18 years old.

1 adult over the age of 18 years can supervise up to 6 children aged 8-12 years old from the ground,

14-17 year olds can go unaccompanied.

 

High ropes

1 paying adult over the age of 18 years can supervise up to 4 children aged 11-12 years or over. 

1 adult over the age of 18 years can supervise up to 6 children aged 13 years or over from the ground. 

14-17 year olds can go unaccompanied.

This attraction is not suitable for expectant mothers, guests suffering from heart conditions or sufferers of back, neck or leg problems.

We do not recommend participating if you have an existing injury or serious medical condition without medical approval and recommendations.

You will be unable to climb if you have anything fractured, sprained, broken or in a cast.

Occasionally, further medical advice may need to be obtained by the guest from a qualified medical professional in terms of suitability.

Our courses are a high ropes tree top quest with elements that are unstable and difficult to negotiate. We ask that we are informed as soon as possible if you have any medical conditions or existing injuries prior to your session, so we can safely manage the session on the day.

If you are Asthmatic, you MUST have your inhaler with you at all times and it must be securely attached. We cannot allow any climbers who are asthmatic on our course without the correct medication to treat them, up on the course regardless of whether it is occasional/slight Asthma, no attack for many years or the inhaler is hardly used. We regret any climbers with Asthma that do not have the correct medication to treat them will be unable to climb on the day.

Yes, helmets are mandatory and must be worn at all times whilst on the course.

We do recommend that all guests pre-book to avoid disappointment as there is a maximum capacity for the 2 courses.

The Enchanted Forest Tree Top Quest is located at near the Enchanted Village accommodation. The course is signposted from the roads coming into Alton Towers Resort and from both Resort hotels.

On arrival, please go to the Enchanted Forest Tree Top Quest Reception desk which is located at the start of the Tree Top Quest. You can find the attraction near to the Resort hotels and Enchanted Village.

Big Six Challenge

Between May and September, Alton Towers Resort challenges you to ride our Big Six coasters in one day!

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Big Six Challenge

The Big Six Challenge starts on the 1st of May 2015 and ends on the 30th of September 2015.

You can download the Big Six Challenge app on Android via Google Play or on iOS via the Apple app store.

Once you have rode one of the Big 6 you need to scan, using the Big Six Challenge app, the QR code located at the exit of each ride.

After completing the Big Six Challenge you will be eligible for a wristband which allows you access to Alton Towers Resort on the 4th of November 2015. Unfortunately we are not able to offer alternative dates.

If you take part in the Selfie Contest you will also be entered in a prize draw to win an amazing hotel stay.

You can collect your wristband from any of our retail outlets, or by visiting the Resort Box Office on Towers Street. Exact locations can be found in the Big Six Challenge app.

You can still complete the Big Six Challenge even if one of our rides is experiencing technical difficulties. Speak to a member of the rides team who will be able to advise you further.

The free return ticket is valid on the 4th of November 2015 only. We are unable to offer alternative dates for you to visit. The wristband you have obtained by completing the Big Six Challenge in a single day will give you access to the theme park.

To access the theme park you must have collected your wristband on the date that you completed the challenge. Unfortunately we will not be able to allow access without your wristband.

Annual pass holders will still be eligible for receiving a wristband after completing the challenge, and if you take part in the 'selfie' competition you have the chance to win one of 25 hotel stays.

In addition to this, all participants that complete the challenge before 7th August will go into a draw to win the chance to travel to Europe and experience the biggest thrill rides at Heide Park in Germany and Gardaland in Italy. 

 

We are challenging you to ride all of the Big Six coasters within a single day.

Tweet us your questions

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If you have a question which we don't have covered in our help centre, you could drop us a Tweet @altontowers for the answer.

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