Your Questions Answered
Can I upgrade my Standard Pass to a Premium Pass?
Yes, you can do this by visiting your home attraction admissions department, the cost of upgrading is £35pp, upgrades only apply to the remaining months of your Pass.
Can someone else use my Merlin Annual 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.
I am a foster parent. Do you offer a Pass which can be shared? We do not offer a Pass which can be shared.
How many people make up a "family" Merlin Annual Pass? It can contain a maximum of three adults, we class adults as guests aged 12 or over at the time of purchasing.
I want to exchange my Tesco Clubcard token for a Merlin Annual Pass, how can I do this? Simply bring your token to Alton Towers Resort or pop it in the post to us!
I used Tesco Clubcard or Sainsburys Nectar loyalty scheme to purchase my Merlin Annual Pass, what type of Pass does this entitle me to? 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 £35.
I have ordered my pass by post, however it hasn't arrived yet? It can take between 2-3weeks from you posting you application to you receiving your passes - so ensure you leave plenty of time before your first visit!
What do I need to take with me when having my Pass issued? All you need is yourself! We will take a photo of you when you arrive and no proof of identification is needed.
If I cannot get to an attraction to have my Pass issued what can I do? 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.
Can I buy a Pass that isn't assigned to a person but is assigned to a company? No. All Merlin Annual Passes can only be issued to a person.
Buying online
Buying a pass online will produce a reference number which should be brought to the attraction to exchange for an Annual Pass.
If you have any questions that aren't answered above, please email us annual.pass@alton-towers.com. We will aim to respond to your email within 5 working days.
