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Covid-19 – Information for Guests

We are delighted to confirm that Alton Towers Resort has now reopened and we can’t wait to welcome you back!

We have reopened our Theme Park and Hotels 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.

Following the Government update on 9th September, we ask guests not to visit in groups of more than six people* to help protect themselves and each other.  Our team of dedicated Crowd Stewards will be reminding guests of this, and the other social distancing measures we have in place.

As a COVID-19 Secure venue we can still host larger numbers in total but groups of up to 6 must not mix or form larger groups.

We also ask that you help us support NHS Test & Trace by downloading the NHS COVID-19 app before you visit and use the QR Codes around the Resort to check in throughout your trip.  Using the NHS app is optional, and

Wearing face masks is mandatory in some areas of the Resort, including all indoor spaces, shops, hotel receptions and ride buildings, and on some of our rides and attractions.  Where mask wearing is required, any guests over the age of 11 without a valid exemption will not be permitted to ride or enter any enclosed buildings without a mask.

Guests who simply do not wish to wear a mask will now be refused entry to our rides, attractions and buildings. In indoor restaurants and cafes, guests will be allowed to remove their masks to eat and drink once they have sat down.

This is in line with recent updated UK Government advice and regulations across England, which we continue to monitor closely.

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.

*Government exemptions are outlined here.

 

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 are 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 ride and attractions, toilets, arcades and hotel lobbies. 

Where mask wearing is required, any guests over the age of 11 without a valid exemption will not be permitted to ride or enter any enclosed buildings without a mask.

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

Guests who simply do not wish to wear a mask will now be refused entry to our rides, attractions and buildings. In indoor restaurants and cafes, guests will be allowed to remove their masks to consume food and drinks once they have sat down.

This is in line with recent updated UK Government advice https://www.gov.uk/coronavirus and regulations across England. We encourage all our guests to help protect themselves and each other when visiting our attractions.

Guests over the age of 11 will be required to wear a face mask on the following rides, indoor attractions and queue lines:

  • Nemesis, Galactica, Oblivion, The Smiler, Wicker Man, Rita, TH13TEEN, Enterprise, Blade, Runaway Mine Train, Marauder’s Mayhem In the Night Garden Magical Boat Ride, Hex, Duel & Sharkbait Reef by SEA LIFE

Guests over the age of 6 will be required to wear a face mask on the Skyride. This advice is in line with the latest UK Government regulations across England on public transport.

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 11 (or 6 for the Skyride) 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.

Where mask wearing is required, any guests over the age of 11 without a valid exemption will not be permitted to ride without a mask.

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 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. 

Any guests over the age of 11 without a valid exemption will not be permitted to enter our gift shops and retail spaces.

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 and discuss this with out team.

Any guests over the age of 11 without a valid exemption will not be permitted to enter our gift shops and retail spaces.

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.

As with other indoor spaces, guests over the age of 11 are required to wear a face mask inside our toilet blocks unless they have a valid exemption.

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. 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.

We have a limited number of one-shot Fastracks available on select rides.

These are available on a limited capacity and can be purchased online on-the-day via our mobile app, or by visiting the Resort Box Office inside the Theme Park.

Fastracks for other rides and Fastrack bundles are currently not available.

Please keep checking the Fastrack page 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 - Group Sizes

We’ve limited the number of tickets that can be purchased in line with the latest Government guidance issued on 9th September.  We ask guests not to visit in groups of more than six people. 

In line with updated advice from central Government, we are asking all guests to visit in groups of six people or less.  To support this, we have limited the number of tickets that can be bought on our website to a maximum of six. 

Our ‘Social Distancing’ stewards will continue to remind guests to follow the current Government guidance including mask wearing in certain areas (including indoor venues) keeping to household groups or bubbles and keeping social distancing in queue lines and throughout our attraction. Guests who repeatedly and wilfully refuse to comply with social distancing or group size restrictions will be asked to leave the Resort.

As a COVID-19 Secure venue we can still host larger numbers in total but groups of up to 6 must not mix or form larger groups*

* This rule will not apply to individual households or support bubbles of more than 6 who will still be able to gather together.

We understand that in some circumstances you may not be able to now visit due to these new restrictions.  In this situation, please contact our customer services team on gs.feedback@alton-towers.com to discuss moving or changing your booking.

We will continue to use our Crowd Stewards to help guests stay safe during both peak and off-peak periods. They play a vital role in helping us to

  • Monitor social distancing measures
  • Ensure mask wearing is taking place in appropriate enclosed buildings/and on selected rides
  • Check group size restrictions are being observed

We encourage all our guests to help protect themselves and each other when visiting our Resort. Please follow all our COVID safety requirements and kindly follow the instructions of our Crowd Marshalls.

Guests who repeatedly and wilfully refuse to comply will be asked to leave the attraction

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

From the 24th September, you will be able to find NHS QR code ‘check-in’ posters at key points around the Resort. These QR posters can be scanned on the NHS COVID-19 smartphone App.

You are encouraged to scan the NHS QR code with your smartphone on arrival at our attractions, hotels and when entering one of our seated restaurants (not required in our takeaway food outlets). If you choose to log-in using the official NHS QR code, you do not need to provide your contact details by any other route. However, we will still offer a ‘manual’ option for recording your contact details (lead person only), for people who do not have a smartphone or do not want to use the NHS COVID-19 App.

This QR check-in service is optional.  For people who do not have a smartphone, or do not want to use the NHS COVID-19 App, we will continue to manually record lead guest information (including via our booking systems). However, we do ask that you support the NHS Test & Trace scheme by leaving your details with us during your visit.

QR check-in posters are available in the following locations across the Resort:

Theme Park - Admissions, Arcades, Corner Coffee, Woodcutters, Coffee Lounge, Little Explorer's Lunch Box, Towers Burger Kitchen, Just Chicken, Rollercoaster Restaurant & Explorer's Pizza Pasta

Accommodation - Alton Towers Hotel, CBeebies Land Hotel, Splash Landings Hotel, Enchanted Village, Stargazing Pods, Secret Garden Restaurant, Flambo's, The Windmill Restaurant, Crooked Spoon & The Tipi

Resort Activities - Alton Towers Waterpark, Extraordinary Golf, Alton Towers Spa, Alton Towers Conference Centre

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.

We understand that in some circumstances you may not be able to now stay due to these new restrictions.  In this situation, please contact our short breaks team to discuss your booking.

https://help.altontowersholidays.com/hc/en-gb/categories/115000666665-Contact-Us

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 has reopened, please visit our Spa page to find out what you need to know before you visit us.

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.

Frequently Asked Questions - Passholder Pre-booking

We have made the decision to remove the £1 pre-book ticket for Alton Towers Season Passholders and Merlin Annual Passholders from midnight on the 8th September 2020 after carefully listening to your feedback. Moving forward, we will continue to manage our capacity with free pre-booked tickets.

Any pre-booking fees paid before the 8th September 2020 are non-refundable.

Yes. Currently, in order to comply with government regulations and Merlin Health & Safety standards, we need to manage our capacity to ensure everyone has a safe and enjoyable visit. Therefore, all guests will be required to pre-book a free ticket online.

Please bear in mind we are running at a limited capacity and therefore this may mean spaces are not always available. We review Passholder allocations on a daily basis to ensure we have as much availability as possible for you.

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