COVID-19 – Information For Passholders

Update 13th May at 11:00am

SEA LIFE Kelly Tarlton's have been working hard to make sure that they can welcome passholders back in a responsible way, to ensure your health and well-being. We’re excited to share that they’ll be open from tomorrow (14th May 2020).

Visit our website for an in-depth look at the measures they've put in place: https://www.merlinannualpass.com.au/whats-on/sea-life-kelly-tarltons-opening

Update: 28th April at 3:30pm

Q: My Merlin Annual Pass expires whilst your attractions are closed. Will you be extending my Pass?

A: Yes, we will be extending your Pass if it expires during the period that our attractions are closed – as we recognise that you have not been able to take advantage of the last few weeks of your Pass(es).

  • If your Pass expires in the next 2 – 4 weeks, we will automatically add 1 month extra from when we reopen our attractions
  • If your Pass expires in the next 4 – 8 weeks, we will automatically add 2 months extra from when we reopen our attractions
  • If your Pass expires in the next 9 – 12 weeks, we will automatically add 3 months extra from when we reopen our attractions

You do not need to contact our customer service team to ensure your Pass(es) will be revalidated.

Q: My Merlin Annual Pass(es) were recently due for renewal. I’ve renewed them online and I am due to collect from an attraction within 8 weeks. With the recent events of COVID-19, I can’t travel to an attraction as they are closed. Will I lose out on my renewal rate / get a refund?

A: If you have already renewed your Merlin Annual Passes, you have until 30th September 2020 to collect your Merlin Annual Passes from an attraction. We won’t be offering refunds on Passes already purchased. Your 12 months on your Merlin Annual Pass will start from the date that you collect it. We will be reviewing this in the coming months in line with Government advice about COVID-19.

Q: My Merlin Annual Pass(es) are due for renewal. I need to renew online or at an attraction within the next 8 weeks. With COVID-19, I’m not able to visit an attraction to collect my Merlin Annual Passes as they are closed. Is it possible to extend my renewal rate offer?

A: If you are due for renewal, you can still take advantage of the renewal rate – as our attractions are closed you will need to renew online at https://www.merlinannualpass.com.au/compare-passes/renewal-passes. You have until 30th September 2020 to collect your Merlin Annual Passes from an attraction. Your 12 months on your Merlin Annual Pass will start from the date that you collect it. We will be reviewing this in the coming months in line with Government advice about COVID-19.

Q: I’ve bought a Merlin Annual Pass gift voucher. Will the validity of this be extended?

A: If you have purchased a Merlin Annual Pass gift voucher, please email merlinannualpassanz@merlinentertainments.com.au for further information. Our customer service team will endeavour to get back to you as soon as possible.

Update: 20th April 2020 at 12pm

As our attractions are temporarily closed, we will be extending your Merlin Annual Passes to account for the period of time that our attractions are shut. Your existing Passes will be automatically extended in our ticketing system – so once our attractions reopen, your Merlin Annual Pass will scan as normal at the ticket barriers.
 

The number of months added to your Merlin Annual Passes will be based on the duration of the attraction closures.

For example:

· We will add 1 month extra for a 2 – 4 weeks closure

· We will add 2 months extra for a 5 – 8 weeks closure

· We will add 3 months extra for a 9 – 12 weeks closure


You do not need to contact our customer service team to get the extra months added, we’ll be taking care of this for you. You are not required to have your Merlin Annual Pass cards reprinted.

We will update you about attractions reopening via email, the website and our social channels. 

Facebook: www.facebook.com/merlinannualpassanz

Instagram: www.instagram.com/merlinannualpassanz

Update: 23rd March 2020 at 12:40pm

As part of the most recent updates to the containment plan for the Covid-19 coronavirus, we have been advised by the Australian Government to temporarily close our attractions. The move is consistent with the closure of other venues and postponement of events in order to prevent further outbreak.

The closure is effective across all Merlin attractions in Australia and New Zealand as of midday on 23rd March, 2020. We want to reassure all Merlin Annual Passholders that we will be extending your passes.

We will be announcing more details on this via email, our social media channels and our website over the coming days.

Meanwhile, rest assured, our staff will continue to feed, care for and provide enrichment opportunities for the animals in our care and our wax figures will no doubt keep each other company until we re-open.

Thank you for your cooperation and understanding.  

Q: Which attractions are temporarily closed?

A: SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo, Madame Tussauds Sydney, Sydney Tower Eye, Illawarra Fly Treetop Adventures, SEA LIFE Melbourne Aquarium, LEGOLAND® Discovery Centre Melbourne, Otway Fly Treetop Adventures, SEA LIFE Sunshine Coast Aquarium and SEA LIFE Kelly Tartlon's Aquarium.

Q: Why are the attractions closed? 

A: The decision to close our attractions temporarily is based on the latest guidance from the Government in response to the COVID-19 outbreak.  

Q: When will attractions reopen? 

A: Our attractions will remain closed until further notice.  We are in contact with the relevant authorities and will work to reopen our attractions to Passholders as soon as it’s appropriate to do so.  

Q: Can I get a refund on my Merlin Annual Pass? 

A: We will be providing more information in the coming days for Merlin Annual Pass. Please check back on this web page and our social channels for further details.

Q: I have a query about a specific item at an attraction, who should I contact? 

A: Please contact the relevant attraction who will be able to help you.