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Covid-19 – Information for Guests

In line with the latest Government guidance, we are delighted to confirm that Alton Towers Resort has now reopened. We can’t wait to welcome you back!

This follows the successful opening of the Alton Towers Gardens, and is in line with the UK Government guidance on the reopening of open-air attractions. 

We will have reopened with reduced numbers and a range of hygiene and safety measures to protect you and our employees.  You can find out more about these measures here

Our resort hotels are also reopen with a reduced number of bookings in line with our attraction capacity numbers.

We ask all guests planning to visit our Resort to please respect each other, our employees and our guidelines on maintaining good hygiene and a safe distance between households. 

If you, or a family member, displays any symptoms of COVID-19, we ask that you postpone your visit, which we will happily rearrange for a later date.

Our website features further information and updates on reopening times, as well as our FAQs on our new operations and safety measures.

Goodtogo

We're good to go

We’re delighted to be awarded the VisitEngland ‘We’re Good to Go’ industry charter mark. This verifies that our Resort meets the Government and public health guidance on COVID-19 and that we have all the required health and safety processes in place to ensure you have a safe and enjoyable visit.

View certificate

Frequently Asked Questions - Theme Park

We are asking all guests to book their theme park tickets online to guarantee entry.  We’re restricting the number of guests who can visit the theme park each day, to ensure we can maintain social distancing in all areas of the Resort.  By doing this, we can make sure our guests can enjoy the same number of rides and attractions as they would normally expect to. 

The theme park has reopened with restricted numbers to ensure a smooth, safe operation for guests and employees.  Guest numbers will gradually increase, and we will continue to review the maximum capacity in line with Government guidance and ensuring that all our guests can still enjoy a great experience.  The majority of our rides and attractions have reopened, however a small number of rides and indoor attractions may remain closed under current social distancing guidelines.

We are taking a phased and cautious approach to the number of visitors in our attraction initially, which will be managed by asking all guests to pre-book online.

The health and safety of our guests and staff is of utmost importance and we will review guest numbers regularly, taking into consideration how closely our guests adhere to the social distancing and hygiene measures we’ve introduced.

We will continue to review the maximum capacity in line with Government guidance and ensuring that all our guests can still enjoy a great experience. 

Our theme park is set within 550 acres of beautiful landscaped gardens, which guests have been enjoying since they opened to visitors on 6th June.  There is plenty of green space for visitors to enjoy in their household groups whilst maintaining a safe distance between groups.

Guests over the age of 11* will be required to wear a face mask in order to go on a number of rides and rollercoasters, and within any indoor space including queues, gift shops, indoor rides and attractions, and hotel lobbies. This advice is in line with the latest UK Government regulations across England which will come in to place from the 8th August https://www.gov.uk/coronavirus. We are monitoring this guidance closely and we encourage all our guests to help protect themselves and each other when visiting the Resort.

Please bring a suitable face mask with you. Face masks are available to purchase from our retail shops.

* Children under 11, people with certain health conditions and people with a disability are exempt. 

Guests over the age of 6 will be required to wear a face mask on the following rides:

  • Nemesis, Galactica, Oblivion, The Smiler, Wicker Man, Rita, TH13TEEN, Enterprise, Blade, Runaway Mine Train, Marauder’s Mayhem

Guests over the age of 11 will be required to wear a face mask in the following locations

  • In the Night Garden Magical Boat Ride, Sharkbait Reef by SEA Life, our shops & when you queue inside our food outlets.

Guests must bring a suitable mask with them when they visit or buy one whilst they’re here.  Guests will not be permitted to ride without a face mask, unless they are under the age or 6 or have certain medical conditions / disabilities.  Please contact our Guest Relations team on gs.feedback@alton-towers.com if you have any questions about this.

We have raised our exemption age for wearing a mask from 6 to 11 years old to fall in line with Government guidance. Our previous exemption age of 6 years old was based on comparisons with other industries that were also mandating face coverings made before any Government guidance that applied to settings like ours. Now there is clear guidance from Government on the exemption age for a number of different settings, we have changed to make it easier for our guests and our teams to follow.

Please note, children under 11, people with certain health conditions and people with a disability are exempt. 

Guests over the age of 11* should bring and wear a suitable face covering where possible when entering or exiting through one of our gift shops. This advice is in line with current UK Government regulations for retail spaces in England from the 24th July https://www.gov.uk/coronavirus, which we are monitoring closely. We encourage all our guests to help protect themselves and each other. 

* Children under 11, people with certain health conditions and people with a disability are exempt. 

We do acknowledge that some of our guests have health conditions which mean they are not able them to wear a face mask whilst visiting our Resort. If you are medically exempt, please visit our Box Office team on the day of your visit with supporting documentation where an Exemption Pass will be issued.  This is valid for our rides, shops and food outlets.

To be safely admitted into the Resort, employees and guests are asked to participate in a temperature check using a non-touch thermometer. These non-invasive temperature checks are being applied as a condition of entry.

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 Guest Relations team upon booking to ensure we can provide the correct assistance on an individual basis.

Those showing COVID-19 symptoms are also requested not to visit the attractions and parks. We are asking all our guests to play their part in helping to protect themselves and each other.

We understand that some guests may have certain health conditions and disabilities that may cause them to run a higher temperature. Our non-invasive temperature checks are specifically checking for bodily temperatures of 37.8 Celsius or higher, which is considered a fever, to help ensure the safety of our staff and guests. This is in line with UK Government guidance.

If you have any concerns, please contact our Guest Relations team on gs.feedback@alton-towers.com before your visit to ensure we can provide the correct assistance on an individual basis.

In line with Government guidance and other attractions opened in the UK we will have a range of facilities open – which you would normally see on a day out.

A variety of refreshments will be available to purchase from ‘grab and go’ areas around our outdoor spaces, selling a range of snacks, hot and cold drinks and ice-creams.

We will only be accepting card payments, preferably contactless, and we have installed new hygiene screens at our service counters and food stalls to help physically separate guests from employees.

Across our facilities we will be cleaned regularly, and hand sanitiser station have been installed throughout the theme park, including at ride entrances and exits.

At this time, due to Government guidance, the following rides and attractions remain closed:

  • The Monorail
  • The Furchester Hotel Live
  • Charlie and Lola’s Moonsquirters and Green Drops
  • Justins Pie-o-Matic Factory  

We have reviewed all areas of the Resort focussing on areas where people tend to gather.  Where necessary we have installed spatial markers to help promote social distancing, and suggested alternative routes or one way systems to ensure the safe movement of guests. 

Please pay attention to the new signage around the grounds, which display important safety information and highlight social distancing measures, including chevrons and floor stickers.

All our toilet facilities on the theme park will be open for guests.  We have introduced new measures within these facilities to ensure spatial distancing and we’ll be performing enhanced cleaning throughout the day, including regular sanitisation of frequent touch points.  Please pay attention to the new signage on display there.

All Alton Towers Resort 2020 Season Passes purchased before 18th May 2020 will now be extended for use until 30th June 2021. This includes both Standard and Premium passes. You don’t need to do anything, the expiry date of your pass will automatically be extended. All other Season Pass terms and conditions remain the same.

Frequently Asked Questions - Pre-booking/Revalidated Tickets

Please visit https://www.altontowers.com/tickets-passes/day-passes/pre-book-reservation/ and select the date of your future visit and the appropriate number of tickets you have to be revalidated. You will need to present both the reservation for your new date and have your original tickets ready to be scanned at the turnstiles.

Please note that due to social distancing measures, our capacities have been reduced, meaning tickets may sell out on select dates.

If you have been offered complimentary tickets but don’t have a ticket, please email gs.feedback@alton-towers.com with your unique case reference number for information on how to redeem your ticket.  Please email at least 14 days in advance of your preferred future visit date.

Please check our website to see which dates are eligible for our Rainy Day Guarantee. If you visited the Theme Park on a Rainy Day and have retained your original ticket, you can pre-book a free reservation for your return visit by clicking here. Your reservation confirmation will not contain a barcode, this is purely to guarantee you are pre-booked on that date.

On the day of your visit, please visit the Admissions ticket windows upon arrival with your pre-booked reservation as well as your original tickets from your first visit. The team will then issue your complimentary ticket to the Theme Park for entry that day.

Merlin Annual Passholders and Alton Towers Season Passholders can click here https://www.altontowers.com/tickets-passes/day-passes/pre-book-passholder/ and pre-book Theme Park entry for £1 per Passholder. Every passholder in attendance must pre-book their admission and present both the reservation and their valid Pass at the turnstiles. Under 3s must also pre-book admission.

Please be advised that regular exclusion dates apply as per your Pass terms and conditions.

Please visit https://www.altontowers.com/tickets-passes/day-passes/pre-book-promotions/ for advice on how to redeem any valid promotional offer.

We have restricted our capacity to help maintain social distancing throughout the Resort and have implemented pre-booked tickets for all guests, including passholders and those with promotional tickets, to ensure that everyone has the chance to visit on their preferred date.

If the calendar is greyed out on the day you are looking to visit, this means that those particular tickets are sold out. It may be possible to buy another kind of ticket for that day, for example online advance or promotional tickets.

Yes, all tickets must be pre-booked in advance, including children under 3.  Please add these tickets to your basket when booking online. 

We have tried to make it easy to add Under 3s tickets to online pre-bookings wherever possible, however, if this option was not available at the time of your booking, do not worry! Our Admissions teams can provide your Under 3s tickets on the day.

Yes, all tickets must be pre-booked in advance, including Carer’s tickets.  Please add these tickets to your basket when booking online. 

We have tried to make it easy to add Carer tickets to online pre-bookings wherever possible, however, if this option was not available at the time of your booking, do not worry! Please bring your relevant documentation on the day of your visit and speak to a member of the team at the Admissions ticket windows upon arrival, who will be happy to process this for you on the day.

If your ticket is for a date from July 4th onwards, you do not need to pre-book as your ticket is dated. If your ticket was originally for use between March 21st and July 3rd, then please visit https://www.altontowers.com/tickets-passes/day-passes/pre-book-reservation/ to re-validate your ticket.

To help with social distancing measures, Fastrack will not be available upon reopening, although this may change in the coming weeks and months.  Please keep checking the website for further updates.

If you have pre-booked a Fastrack bundle for a day when the park was closed, or for a visit in the near future, you can arrange for your Fastrack to be revalidated for later use or get a refund.  To do this, please email gs.feedback@alton-towers.com in advance of your visit, or speak to at Admissions or in the Box Office on the day of your visit.

Due to the reduced number of guests visiting the park each day, Early Ride Time will not initially be available when we reopen.  This is to allow for the extra processes that our employees will need to perform each day before the Park opens to guests to ensure the safety of both our guests and employees.

Frequently Asked Questions - General/Health

We understand that in some circumstances, or if you or one of your party, is shielding or self-isolating, you may request to change the date of your visit to our attraction.

For Theme Park tickets please email gs.feedback@alton-towers.com to discuss rearranging your booking.

For Short Breaks please visit the Help Centre

For Water Park tickets please email Waterpark@alton-towers.com

For Spa bookings please email spa@alton-towers.com

 

We understand that in some circumstances you may not be able to visit due to flight or other travel restrictions.  In this situation, please contact us via the below:

For Theme Park tickets please email gs.feedback@alton-towers.com to discuss rearranging your booking.

For Short Breaks please visit the Help Centre

For Water Park tickets please email Waterpark@alton-towers.com

For Spa bookings please email spa@alton-towers.com

 

Please understand that we are doing everything we can to ensure that all our guests have a fun, safe visit whilst operating within the guidelines set out by the Government. 

If you would like to rearrange your visit to a future date, please contact us via the below:

For Theme Park tickets please email gs.feedback@alton-towers.com to discuss rearranging your booking.

For Short Breaks please visit the Help Centre

For Water Park tickets please email Waterpark@alton-towers.com

For Spa bookings please email spa@alton-towers.com

Frequently Asked Questions - Short Breaks

All theme park admission must be pre-booked in advance, but guests staying overnight will not need to make an additional reservation for theme park entry at this time. Tickets will not be available for purchase on the day, so we encourage all guests to pre-purchase their Theme Park admission in advance.

No. Passholders who have a stay booked on-site, or at a partner hotel booking via Merlin Holiday Club or Alton Towers Holidays, do not need to make an additional reservation for theme park entry. You will need to show your hotel confirmation as well as provide your valid Pass for scanning at the turnstiles.

Frequently Asked Questions - Ride Access Pass

As our environment is changing, we are responding to these changes and are committed to keeping our guests safe, whilst still offering a fantastical experience. We would like to reassure all our guests with additional needs that we will still be offering our Ride Access Pass option and want to provide some information on what to expect prior to and during your visit.

Some of our queue lines may be in a slightly different areas to what you remember. However, please be assured that new signage has been installed in all our queue lines to direct you safely. We are practising social distancing measures within our queue lines so please remember to queue together in your party and follow the markers provided.   There may also be longer waits on many rides and attractions due to our enhanced cleaning measures that will take place at regular intervals throughout the day.

Please speak with our guest service team upon your arrival to the Resort. They will advise of any restrictions or closures at the time of your visit.

We are asking our guests to pre-register your documentation at least 14 days before you plan to visit the Resort. This is to keep our staff and our guests safe, and to make our processes quicker for you. To register in advance of your visit, please visit here. If you have not pre-registered your documentation prior to your visit, we will be unable to process your pass on the day.

To register for a Ride Access Pass, please head to https://www.altontowers.com/plan-your-visit/before-you-visit/disabled-access/ - complete the form and upload your documentation and submit at least 14 days prior to your booked visit to the Resort. Our Team will contact you via email to confirm your Pass is being processed.

 

You will be issued with a wristband and timecard when you arrive at the Resort. You will need to collect these from our Resort Box Office located on Towers Street. This is the only place that we will be issuing these.  Our team will be equipped with the necessary PPE to protect you and themselves. We will also ask guests [you or your carer] to put their [your] own wristbands on themselves.

We will still be hiring our wheelchairs and mobility scooters; however, we will only be able to accept card deposits/payments when completing this. We will also be enhancing our cleaning routines on our wheelchairs and mobility scooters, and these will be deep cleaned after each use.

The number of carers you can bring will depend on which Ride Access Pass you qualify for.  . If you qualify for our RED Ride Access Pass, you can have up to three Carers with you (one of whom needs to be over the age of 14). If you qualify for a YELLOW Ride Access Pass, then you can ride alone – however you can bring up to three Carers (one of whom needs to be over the age of 14). For full information on carer requirements, please visit our 2020 Accessibility Guide here

Guests will be required to wear a face mask in order to go on a number of rides and rollercoasters at Alton Towers Resort.

We encourage guests to bring a suitable mask with them when they visit our attraction.   Only securely fitted face masks should be worn on rides for safety reasons and we would recommend removing face masks on water rides in case they get wet. Face masks are not required for children under the age of 6 or for people with certain health conditions and/or disabilities.

To be safely admitted into the Resort, employees and guests are required to take part in a temperature check with a non-touch thermometer. These non-invasive temperature checks are being applied as a condition of entry. Our teams will be on hand to reassure anyone who feels uncomfortable with this process.

Anyone who is displaying a temperature above 37.8 degrees Celsius will unfortunately not be go ahead with their visit. Those showing COVID-19 symptoms are also requested not to visit the Resort until they feel better.

Those guests who do not wish to consent for a temperature check may have a refund. Those people with certain health conditions and disabilities related to high temperatures should speak to the customer services team before visiting. Please email gs.feedback@alton-towers.com at least 7 days before you plan to visit the Resort to discuss.

Guests who are staying in the hotels, once temperature checked, will be asked to wear a wristband for the duration of their stay.  This is to help our staff recognise that you have already participated in a temperature check and to avoid the inconvenience of being asked to do another one. 

 

In order to keep our guests and our teams safe, you will notice our teams will be wearing protective equipment such as gloves, face coverings or shields.  This is for your protection, and that of our employees. We still have a friendly smile behind these and we can’t wait to see you!

Frequently Asked Questions - Resort Activities

 The Alton Towers Waterpark will be reopening from 25th July in line with the latest government guidance on swimming pools and indoor leisure facilities.  The Waterpark will initially open with significantly reduced capacity and a range of new measures in place in response to COVID-19.  We are encouraging all guests to arrive ready to get into the water.  This will help us to manage the movement of people through the Changing Rooms.

 

The Alton Towers Spa will remain closed until further notice.

If you have a booking for the Spa during the closure, please contact spa@alton-towers.com with your booking details for help rearranging your visit.

Yes, Extraordinary Golf will reopen to guests from 4th July along with our Resort accommodation.  For short break guests, a round of golf is included in their package.

Guests can play with members of their group, and our team will ensure that only one group is playing on each hole at any one time.  Our employees will work behind a hygiene screen and will be wiping down all the balls and clubs between use.

If you have a short break booked and have any questions, please visit https://help.altontowersholidays.com/hc/en-gb/categories/115000666665-Contact-Us