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Frequently Asked Questions

FAQs relating to our safety measures, processes, entry tickets and passes.

Below you will find answers to the most frequently asked questions we're receiving as we prepare to re-open our theme park.

Re-opening & Safety Information FAQs

As the first step of a phased reopening, we will be reopening Thorpe Park Resort on 4th July with the majority of our rides and outdoor attractions open although some indoor attractions and facilities will need to remain closed for now.

The opening is in line with the latest Government guidance. We are looking forward to welcoming guests back to our attractions and the health and safety of our guests and staff is always our number one priority.

We will reopen with a limited capacity and with pre-booked tickets only, in addition to a range of new hygiene and safety measures which guests will see throughout the Resort. We will continue to look at these measures on a daily basis.

We will provide an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff. These can be found here.  

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

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

We have amended our exemption age from 6 years to 11 years to fall in line with Government guidance. Our previous exemption age of 6 years old was determined based on comparisons with other organisations that were also mandating face coverings prior to any Government guidance in settings other than for public transport. With the Government now providing clarity on exemptions for the wearing of face coverings in a range of new settings, for consistency and ease of understanding for our guests and staff we have considered it appropriate to adjust our age threshold accordingly.

We are continuing to monitor Government guidance closely and this can be viewed here https://www.gov.uk/coronavirus. We encourage all our guests to help protect themselves and each other when visiting attractions.

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 via one of our retail or 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. 

Guests over the age of 11 will be required to wear a face mask on the following rides:

  • Stealth, Swarm, Nemesis Inferno, Colossus, SAW The Ride, Flying Fish, Detonator, Samurai, King Pig’s Wild Hog Dodgems, Samurai, Vortex, Zodiac, Mr Monkey’s Banana Ride, Storm in a Teacup, Rocky Express, Quantum

Guests are encouraged to bring a suitable mask with them when they visit but they can also buy one at the Resort.  Guests will not be permitted to ride without a face mask, unless they are under the age or 11 or have certain medical conditions / disabilities.  

We understand that some guests may have certain health conditions and disabilities that may mean they cannot wear a face covering when visiting. If you have any concerns, please contact our customer services team at this email address customer.services@thorpe-park.co.uk adding full details on your specific situation (including any relevant documentation) before your visit to ensure we can provide the correct assistance on an individual basis.

We understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus you may require to change the date/time of your visit to our attraction. Please contact our customer services team on customer.services@thorpe-park.co.uk

Please be assured that would work in close co-operation with the local health authority to support any direct enquiries to them and will act immediately upon their advice.

We also have contingency plans in place in the event that an employee or guests becomes ill, including an identified quarantine area, tracking where they’d been and who they’d come into contact with, and instigating a deep clean of affected areas.

The safety and wellbeing of our guests and staff is our priority and we will continue to monitor the situation at our attraction closely, taking all necessary precautions.

We will initially reopen with the vast majority of our outdoor rides and attractions open, including firm favourites Stealth, The Swarm, Nemesis Inferno, SAW - The Ride, Colossus and Detonator.  Some rides and indoor attractions may remain closed in line with Government guidance.  We are taking a careful and cautious approach to reopening, so guests visiting in the first few weeks after opening will see significantly reduced guest numbers and may experience reduced ride offering.  We will be updating our website in due course. Please visit our website in advance of your visit or use the Thorpe Park App to check which rides are due to be available on the day of your visit.

At Thorpe Park Resort we have reviewed every part of our operations and have implemented an extensive range of safety measures to ensure we adhere to government and local authority guidelines to create a safe experience for all guests and staff, and this includes our rides.

Visitors may notice spatial separation markings and other similar operating adjustments around the Resort, including floor markings at our rides queue lines to ensure our rides adhere to the social distancing measures recommended by local governments and health authorities.

On the rides, there will be reduced capacity and batching to maintain social distancing that can include empty seats or rows and where possible, grouping within household units. It will also be a requirement that guests aged 6 and over will be required to wear face masks on a number of our rides. Guests will therefore need to bring a suitable face mask/ covering with them.  Face masks will also be available to purchase at the Resort.

Our staff will also be encouraged to observe social distancing where practical and we will be providing additional Personal Protective Equipment (PPE) and clothing for our guest facing staff which will include ride operators where appropriate.

As part of our enhanced cleaning protocols ride hand grips will be cleaned after each guest to ensure it is hygienically ready for the next person and hand sanitiser will be available to guests throughout the attraction

We ask all those who visit our Resort to observe closely our strict guidelines on maintaining a safe distance between each other, bring suitable face masks and to maintain good hygiene practices including utilising the hand sanitiser located around the attraction and if they or any family member displays any symptoms of COVD-19, that they postpone their visit.

For a full list of updates about the Ride Access Pass, please visit our Accessibility page.

We ask any guests visiting our attraction from an area subject to local lockdown to follow the relevant government guidance to help protect fellow guests and our employees. Please contact Guest Services should you need to amend your booking.

More information can be found here: www.gov.uk/government/publications/local-lockdown-guidance-for-social-distancing

We’ve limited the number of tickets that can be purchased in line with updated advice from the UK Government which became law on the 14th September. We encourage all guests to adhere to the latest guidance and not visit or meet in groups of more than six people* to help protect themselves and each other when visiting our attractions. We will continue to monitor Government guidance closely and this can be viewed here https://www.gov.uk/coronavirus

Please adhere to all COVID safety requirements and kindly follow the instruction of our Crowd Marshalls. Guests who repeatedly and wilfully refuse to comply with social distancing or group sizes will be asked to leave our attraction.

*Government exemptions our outlined here 

From the 24th September you will be able to find NHS QR ‘check-in’ code posters at key points around our attraction. These QR posters can be scanned on the NHS COVID-19 smartphone App. This QR check-in service is optional and 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).

Hotel FAQs

Yes our onsite Thorpe Shark Cabins will also reopen from 4th July but we will be taking a limited number of bookings in line with our attraction capacity numbers.

For guests with short breaks arriving up to and including 3rd July, we have relaxed our usual terms and conditions so you can now reschedule your break to another date in the 2020 season with no additional costs (subject to availability).

Please visit the Manage My Booking site to rearrange your booking.

Please understand that we are prioritising guests with bookings in the next few weeks. Any short break bookings for stays beyond 3rd July 2020 will, at this time, be subject to regular terms and conditions. If you wish to move your stay, please click here and complete the contact form. The Short Breaks team will get back to you as soon as they can. Thank you for your patience.

We’ve relaxed our booking amendment terms and conditions so you can now reactivate your booking and move it to another date later in the season, with the price frozen at the original rate.  Any affected guests should have heard from us already but if not, please contact customer.services@thorpe-park.co.uk for advice.

Pre-Booking and Re-validating Ticket FAQs

We would like to reassure everyone that we are taking the necessary measures to provide a safe and hygienic environment. The health and safety of our employees and guests is an absolute priority and we will always act to safeguard their wellbeing wherever possible. 

We have implemented an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff, these may include:

  • Lower capacity limits – both for our attraction as a whole and for each building, queue line or experience. Additional Personal Protective Equipment (PPE) and clothing for our staff.
  • The conducting of temperature checks on guests and employees wishing to enter the attraction.
  • Face Masks/ coverings will be required on the majority of our rides
  • The introduction of Enhanced Cleaning, Hygiene Stations and Hand Sanitiser at key locations.
  • The provision of spatial separation markings and other similar operating adjustments around the attraction and with the inclusion of our rides.
  • The redesign of particular tasks to reduce the frequency and/or duration of potential ‘close contact’ points between our guests and employees.
  • Theatre’ style areas such as actor led experiences, 4D cinemas and indoor outlets may have limited numbers or will continue to be closed.

We understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus you may require to change the date/time of your visit to our attraction. Please click here to manage your booking.

If you have a pre-booked ticket to visit Thorpe Park Resort between 27th March 2020 and the 3rd July your ticket will be valid for use on any date during the 2020 season (excluding FRIGHT NIGHTS and any other pre-advertised closed dates as outlined on our website).

You must pre-book your new date here.  Please remember to bring your original ticket with you, as this is what you will scan at our turnstiles.

Entry Tickets -

If you have pre-booked entry to Thorpe Park Resort between 27th March 2020 and the 3rd July your ticket will be valid for use on any date during the 2020 season (excluding FRIGHT NIGHTS and any other pre-advertised closed dates as outlined on our website).

You must pre-book your new date here.  Please remember to bring your original ticket with you, as this is what you will scan at our turnstiles.

Fastrack - 

If you have pre-booked Fastrack bundles for use between and 27th March and the 3rd July, your Fastrack will be valid for use on any date during the 2020 season (excluding FRIGHT NIGHTS and any pre-advertised closed dates as outlined on our website).  You can therefore use this on the date you re-book your main entry ticket for.

If you purchased Exhilarate and Adrenaline Fastrack please follow the instructions from your original purchase.  For Island Unlimited you will be able to collect this on the day of your visit from the Island Ticket Centre.

Meal Deals & Car Parking - 

Your Meal Deal and Car Parking voucher can be used as normal on your new visit date.

 

For Merlin Passholder Friends and Family tickets please click here.

For Merlin Premium Passholder Share The Fun tickets please click here.

For Thorpe Season Passholder Bring a Friend tickets please click here.

Coming soon.

Please visit https://www.thorpepark.com/tickets-passes/promotional-discounts/ for advice on how to redeem any valid promotional offer.

As all guests must now pre-book their attendance, passholders can do this online here.

Carer tickets can be reserved online here.  Make sure you've read our full Accessibility information here before you visit.

Thorpe Season & Merlin Pass FAQs

All Thorpe Park 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 will remain the same. 

Full details of how your Pass will be extended to account for the time Merlin attractions have been closed, as well as to acknowledge the requirement to pre-book, are detailed on the Merlin Annual Pass website here.

All updates regarding Merlin Mermbership can be found here.

Merlin Annual Digipasses

Will I be able to use my Merlin DigiPass when I visit your attractions?

You will be able to use your Merlin DigiPass at Chessington World of Adventures Resort, Alton Towers Resort, LEGOLAND Windsor Resort and Thorpe Park Resort from the 4th of July.

Due to the current situation, there are some changes to ride availability and kiosk operation at the Resorts, with a reduction in printable photos available on the day. This will not affect your digital offering and you will still be able to redeem photos for available rides on a digital basis via the Picsolve website.

For further information on ride availability, please visit the individual attraction websites. 

Will my DigiPass be extended?

To account for the time Merlin attractions have been closed we will be adding a 5-month extension onto all original expiry dates for Merlin DigiPasses that expire after 18th March 2020. If your pass extension falls during the winter period when some of our resorts are closed, we will further extend these passes to ensure you can make the most of your pass.  If you are looking to renew your pass, your 8-week renewal window will now be added to your new expiry date.

Merlin DigiPass that expired before 19th March 2020 will not be entitled to the extension period.

Who now operates your photography?

Picsolve is now owned by PomVom UK who will operate Merlin’s photography services at Chessington World of Adventures Resort, Alton Towers Resort, LEGOLAND Windsor Resort and Thorpe Park Resort from the 4th of July.

Will I be able to use my DigiPass at your attraction?

You will be able to use your Merlin DigiPass at Thorpe Park Resort from the 4th of July.

Due to the current situation, there are some changes to ride availability and kiosk operation at the Resort, with a reduction in printable photos available on the day. Availability will be reviewed on a regular basis. This will not affect your digital offering and you will still be able to redeem photos for available rides on a digital basis via the Picsolve website.

Thorpe Season Digipasses

Previously purchased Season Digipasses are being accepted as normal at any photo unit which is open.

Miscellaneous Other FAQs

With the current climate we find ourselves in and the new operational measures we’re having to undertake across the Resort as a result, we have made the difficult decision to postpone the launch of Black Mirror Labyrinth to Spring 2021.  We were so looking forward to showcasing and sharing this world first attraction with you, our guests.  A lot of hard work had gone into making it deliver an experience like no other and we have no doubt that this will be an incredible addition to our line up here at Thorpe Park. Fear not thrillseekers, this is one experience we know will be worth waiting for! We can’t wait to launch it with the  you next year!  

At our attractions, we are required by the UK Government to hold and potentially share basic information about our visitors as part of contact tracing schemes including NHS Test Trace. This information will only be shared where necessary to help stop the spread of COVID-19 and support public health efforts. It also helps our attractions protect the health and safety of both staff and guests. Visitors have the right to object to their data being shared as part of contact tracing schemes by contacting Merlin’s data protection team at the following address data.protection@merlinentertainments.biz

Across all of our theme parks, including Thorpe Park Resort, we have used the VAT reduction to lower our lead admission prices for guests.

It continues to be a really tough time for the whole tourism industry and we are using the remaining cut in VAT to support our staff and business for the future. Unfortunately this does mean there is no change to our food and drink prices across the Resort or at other Merlin attractions. We believe our delicious new menus already offer value for money.

Please ensure that when you visit our attraction you do so in line with the maximum group size as dictated by UK Government guidelines to support our social distancing efforts and keep yourself and other visitors safe.