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Information for Passholders

Health & Safety Updates

Pass Extensions

We are excited to announce that all valid NSW Passholders have had their passes extended to match the duration of the lockdown in their region.

Do I have to do anything?

Nope! The extension on your pass has been applied automatically – all you need to do now is to pre-book below to visit your favourite attraction!

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All valid Passholders across Victoria & New Zealand will also be receiving a pass extension to match the duration of the lockdown of their region once we have confirmed attraction re-opening dates. Further communication regarding extensions for valid Passholders will be circulated shortly. Please stay tuned to the Merlin Annual Pass website, socials and your emails for updates.

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Updates

Update October 6 2021

In line with the NSW Government’s announcement allowing indoor entertainment venues to begin trading again once NSW reaches its 70% vaccination target, Merlin Entertainments is thrilled to announce re-opening dates of their NSW attractions.

  • SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo and Madame Tussauds Sydney will reopen on Thursday 14th October, 
  • Sydney Tower Eye & SKYWALK following closely behind on Saturday 16th October.
  • The Illawarra Fly Treetop Adventures & Zip line will reopen on Monday 25th October.

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Update September 23 2021

Our NSW Attractions are now taking bookings for re-opening! This includes Madame Tussauds Sydney, WILD LIFE Sydney Zoo, SEA LIFE Sydney Aquarium, Sydney Tower Eye & Illawarra Fly Treetop Adventures. 

The NSW Government has announced that businesses can now plan to reopen in October, once the state reaches the 70% vaccination rate. In line with this guidance, Merlin Entertainments attractions are excited to be working towards a reopening date of 18th October, for guests who are fully vaccinated guests only (note: children under 15 years & guests with medical exemptions will not need to be vaccinated to visit). 

We continue to implement a range of health & safety measures that are in line with Government advice, and all of our plans and visitation guidelines are subject to NSW Health Orders at the time of reopening. 

If you find yourself in the unfortunate case of purchasing a ticket & needing to postpone your visit due to Covid restrictions, we will honour your tickets for 60 days from the date of our re-opening.

For pre-booking and for more information please visit the attraction websites:

FAQ:

Why aren’t you letting people in who haven’t been vaccinated?

  • We are excited about opening our attractions in line with Government guidance. This guidance stipulates that only fully vaccinated adults may enter indoor entertainment venues and our attractions fall under this category. It’s important that we follow these guidelines to operate safely, along with a range of other measures we have put in place.

Why can’t I come in if I have received one vaccination? I couldn’t book my second one in yet and I really want to come?

  • Only fully vaccinated people, children under 15 years & guests with exemptions are permitted to enter our attractions, according to current Government guidance. Unfortunately, we cannot make exceptions for those who have received one vaccination; however, our bookings team is happy to work with you to rearrange a date for your visit once you have become fully vaccinated.

Will your staff need be double vaccinated?

  • Merlin requires all staff members on site will need to be fully vaccinated in line with government guidance. This will not only keep our staff as safe as possible but also the thousands of guests entering our attractions each day. We are offering paid vaccination leave to our staff so that everyone has the opportunity to receive their vaccinations. 

How will you be checking if I’m double vaccinated?

  • You will be required to provide proof of double vaccination with one of the following documents:
  1. A COVID-19 digital certificate

You can download your COVID-19 digital certificate using:

You can add your COVID-19 digital certificate to your smartphone Apple Wallet or Google Pay. Instructions are available on the Services Australia website.

  1. Immunisation history statement

Your immunisation history statement shows all vaccinations you have had that are recorded on the Australian Immunisation Register. This includes your COVID-19 vaccinations.

You can get a copy of your immunisation history statement on:

Instructions are available on the Services Australia website.

  1. If you can’t get proof of your vaccination online or you don’t have a Medicare card

NOTE: We are expecting the government to announce an upgrade to the Service NSW app which will allow guests to both check-in and show confirmation of being fully vaccinated. Our current stipulations are subject to change in line with government advice.

Do my children need to be vaccinated?

  • Children over the age of 15 years are required to be double vaccinated unless they have a medical exemption.

Will I need to wear a mask?

  • According to Government guidelines, masks will remain mandatory for all indoor public venues, including our attractions. Children under 12 will not need to wear a mask at our attractions.

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Update September 10 2021
In line with the Victorian Government’s easing of restrictions, we are excited to announce that Otway Fly Treetop Adventures has reopened its doors to the public. 
Their opening hours are: Thursday-Monday 10am-5:00pm (last entry 3:30pm)
For more information click here
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Update August 23 2021
As part of the Victorian Government’s latest COVID-19 restrictions, Otway Fly Treetop Adventures is temporarily closing. The move is consistent with the closure of other indoor entertainment venues and postponement of events to prevent further outbreaks. They plan to re-open Friday 3 September 2021 in line with Government regulations. 
For more information click here
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Update August 22 2021

In line with the latest extension of the NSW lockdown, the closure of our Sydney based attractions has also been extended to Thursday September 30 2021. This includes:

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Update August 18 2021 
As part of the New Zealand Government’s decision to move the Auckland region to Alert Level 4, SEA LIFE Kelly Tarlton's will be temporarily closed for the next 7 days. 
The closure is effective as of Wednesday 18 August and they aim to reopen the aquarium once restrictions allow.

For more information, click here.
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Update August 17 2021

As part of the Victorian Government’s latest COVID-19 restrictions, LEGO LAND Discovery Centre Melbourne & SEA LIFE Melbourne Aquarium remain temporarily closed. The move is consistent with the closure of other venues and postponement of events to prevent further outbreaks. Both attractions plan to re-open Friday 3 September 2021 in line with Government regulations.

 Learn more here: 

Please note that Otway Fly Treetop Adventures is open! Click here to learn more. 

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Update August 12 2021

As part of the Victorian Government’s COVID-19 restrictions, SEA LIFE Melbourne Aquarium & LEGO LAND Discovery Centre Melbourne remain closed.

The move is consistent with the closure of other venues and postponement of events to prevent further outbreaks.They plan to re-open Friday 20 August 2021 in line with Government regulations.

However we are pleased to welcome back our regional guests to Otway Fly Treetop Adventures from Thursday 12 August!

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Update August 8 2021
We are very excited to announce that SEA LIFE Sunshine Coast will reopen as of 9am tomorrow, Monday August 9 2021.
To ensure everyone's safety the below procedures must be followed:
  • All guests must pre-book their tickets online 
  • All guests must check in via the Queensland Health App upon arrival 
  • All guests over the age of 12 must wear masks 
  • For further details click here 
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Update August 6 2021

As part of the Victorian Government’s latest COVID-19 restrictions, our Victorian attractions are temporarily closing. The move is consistent with the closure of other venues and postponement of events to prevent further outbreaks. Our Victorian attractions plan to re-open Friday 13 August 2021 in line with Government regulations.

The following attractions are included:

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Update August 4 2021 

As a result of the temporary closures of our Victorian Attractions in June & July, all Victorian based Passholders have had their Merlin Annual Passes extended by 5 weeks to match the duration of the closures. 

This extension has been automatically applied to your pass so there is nothing you need to do except pre-book your next visit! Thank you again for your patience and co-operation, we are so excited to have you back through our doors.

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Update July 31 2021

In line with the latest QLD Government restrictions, SEA LIFE Sunshine Coast is temporarily closed, effective from 4pm Saturday 31st July. 
For more information surrounding your visit click here 
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Update July 28 2021

In line with the latest NSW Government announcement, our Sydney attractions will remain temporarily closed until 12:01am Saturday August 28 2021.

For more information on when we will reopen and how to re-schedule your visit for a later date, please visit their websites:

Further communication regarding extensions for valid Annual Passholders will be circulated shortly. So please stay tuned to our channels and your emails.

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Update July 28 2021

In line with the Victorian Government’s easing of restrictions, we are excited to announce that our Victorian attractions will reopen tomorrow, Thursday 29 July 2021.

Further communication regarding extensions for valid Annual Passholders will be circulated shortly. So please stay tuned to our channels and your emails.

To ensure the health & safety of our guests and team there are a few new things you need to know.

SEA LIFE Melbourne Aquarium & LEGOLAND Discovery Centre Melbourne:

  • Pre-booking is essential. With significantly reduced capacity, there are limited tickets available - please ensure you pre-book to avoid disappointment.
  • We will be running 2-hour session times, at the end of your ticket’s session time you will be required to exit the attraction so other guests can play
  • Guests will only be allowed to enter the attraction once per day. Booking multiple sessions in the same day will not be permitted - this gives other families a chance to play!
  • Masks are mandatory inside LEGOLAND Discovery Centre for all guests aged 12 years and over, please ensure you are wearing a fitted face mask for the entirety of your visit unless an exemption applies.
  • Information valid ticket holders can be found in the links below

Learn more via these links- SEA LIFE Melbourne Aquarium | LEGOLAND Discovery Centre Melbourne

OTWAY Fly Treetop Adventures:

  • Pre-booking is essential. With our significantly reduced capacity, we will have limited tickets available - please ensure you pre-book to avoid disappointment.
  • Masks are mandatory indoors and when ziplining at Otway Fly Treetop Adventures for all guests aged 12 years and over, unless an exemption applies.
  • All guests will need to check-in upon arrival using the QR code provided.
  • Information valid ticket holders can be found in the link below

Learn more here

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Update July 20 2021

In line with the latest VIC Government announcement, the temporary closure of our Melbourne attractions has been extended until 11:59pm Tuesday July 27th. 

For more information on when we will reopen and how to re-schedule your visit for a later date, please visit their website

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Update July 15 2021

In line with the latest VIC Government announcement, our Melbourne attractions will temporarily close, we plan to re-open Thursday 22 July in line with Government regulations.

For more information on when we will reopen and how to re-schedule your visit for a later date, please visit their website

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Update July 14 2021

In line with the latest NSW Government announcement, our Sydney attractions will remain temporarily closed until 11:59pm Friday July 30th 2021.

For more information on when we will reopen and how to re-schedule your visit for a later date, please visit their website

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Update July 7 2021

In line with the latest NSW Government announcement, our Sydney attractions will remain temporarily closed until midnight Friday July 16th 2021.

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Update July 1 2021

In line with the latest Queensland Government restrictions, SEA LIFE Sunshine Coast is temporarily closing.

The move is consistent with the closure of other indoor entertainment venues across the region. The closure is effective from 6pm Tuesday 29th June. 

For more information on when we will reopen and how to re-schedule your visit for a later date, please visit their website

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Update June 25 2021

In line with the latest NSW Government restrictions Sydney attractions will temporarily close, from midnight Friday 25th June until midnight Friday 9th July. We apologise to anyone who has pre-booked tickets & look forward to welcoming you back soon!

For more information about rescheduling your tickets please click your attraction below:

Details surrounding Pass extensions will be communicated shortly. 

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Update 23 June 2021

In line with the latest government restrictions we have returned to the 4sqm capacity rule. In order to protect the visit for existing ticket holders we have paused any further sales for this Saturday 26th  & Sunday 27th June. Please note due to the changing Covid situation, we are honouring all ticket sales for a further 60 days from the date of purchase. We encourage people to respect NSW health advice & delay their visit.

If you have pre-purchased tickets & wish to postpone your visit, simply visit our attractions within 60 days with your original ticket & make sure to pre-book a timeslot here. 

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Update 21 June 2021

In line with the most recent NSW health advice on Covid-19, mask wearing will be compulsory in our Sydney attractions until 12pm Wednesday June 30. The wearing of face coverings applies to all attendees 12 years and over and excludes those with certain health conditions and / or disabilities.

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Update 21 June 2021

In line with the most recent NSW health advice on Covid-19, mask wearing will be compulsory in our Sydney attractions until 12pm Thursday June 24. The wearing of face coverings applies to all attendees 12 years and over and excludes those with certain health conditions and / or disabilities.

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Update 18 June 2021

In line with the most recent NSW health advice on Covid-19, mask wearing is strongly recommended in our NSW attractions. The wearing of face coverings applies to all attendees 12 years and over and excludes those with certain health conditions and / or disabilities. Attractions included are: Sydney Tower Eye, Madame Tussauds Sydney, SEA LIFE Sydney Aquarium and WILD LIFE Sydney Zoo. Please stay tuned to their social channels and websites for further updates. 

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Update 17 June 2021

In line with the Victorian Government’s easing of COVID-19 restrictions, SEA LIFE Melbourne Aquarium & LEGOLAND Discovery Centre Melbourne are very excited to be welcoming back guests from Friday 18 June 2021.

To ensure all our guests can visit safe some changes have been made: 

  • Pre-booking is essential. With significantly reduced capacity, there are limited tickets available - please ensure you pre-book to avoid disappointment.
  • They will be running 2-hour session times, at the end of your ticket’s session time you will be required to exit the attraction
  • Guests will only be allowed to enter the attraction once per day. Booking multiple sessions in the same day will not be permitted - this gives other families a chance to visit!
  • Masks are mandatory inside both SEA LIFE Melbourne Aquarium & LEGOLAND Discovery Centre, please ensure you are wearing a fitted face mask for the entirety of your visit unless an exemption applies. 

We will be in contact with our Victorian Passholders shortly regarding pass extensions so please stay tuned to our channels and your emails.

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Update 3 June 2021

In line with the Victorian Government’s health guidelines, LEGOLAND Discovery Centre Melbourne & SEA LIFE Melbourne Aquarium remain closed. 

But! Our LEGO retail store will be re-opening today from 9:30am and we can’t wait to see you all again. Don’t forget you can also shop 24/7 on their online store.

The health and safety of our guests and our team members is our highest priority, they have implemented a number of health & safety measures to keep everyone safe!

Stay tuned to our channels for further updates. 

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Update 3 June 2021

As part of the Victorian Government’s latest COVID-19 restrictions, Merlin Entertainments’ attractions in Melbourne – SEA LIFE Melbourne Aquarium and LEGOLAND Discovery Centre – will be temporarily closed until Friday 11 June 2021.

The move is consistent with the extended closure of other indoor entertainment venues and postponement of events in order to prevent further outbreaks. LEGOLAND Discovery Centre’s LEGO retail store will remain open for delivery and click and collect via our online store.

Merlin Entertainments’ Regional Victorian attraction, Otway Fly Treetop Adventure, will reopen from tomorrow.

We will keep you up to date on when our attractions are scheduled to reopen. To find out how to reschedule your visit, please see our websites.

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Update 27 May 2021

As part of the Victorian Government’s latest COVID-19 restrictions, SEA LIFE Melbourne Aquarium, LEGOLAND Discovery Centre and Otway Fly Treetop Adventures are temporarily closing. The move is consistent with the closure of other indoor entertainment venues and postponement of events in order to prevent further outbreaks.

The closure is effective as of 5:00pm on Thursday for SEA LIFE Melbourne Aquarium and Otway Fly Treetop Adventures, 5:30pm for LEGOLAND Discovery Centre and 9:00pm for the LEGOLAND Retail Store. We plan to reopen our attractions next Friday in line with Government regulations. Our LEGO retail store will still be available for delivery and click and collect via our online store.

Our team will be in contact with all guests who have affected bookings via email. To be kept up to date on when our attraction is scheduled to re-open, please visit our websites. 

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Update 25 May 2021

In line with the most recent VIC health advice on Covid-19, mask wearing will be compulsory at SEA LIFE Melbourne Aquarium, LEGOLAND Discovery Centre Melbourne and OTWAY Fly Treetop Adventures as of 6pm tonight. The wearing of face coverings applies to all attendees 12 years and over and excludes those with certain health conditions and / or disabilities.

The 30 people public gathering rule does not apply to our attractions. However, as an additional measure, we will be blocking off some capacity for our high traffic mornings for the rest of the week.

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Update 9 May 2021

In line with the most recent NSW health advice on Covid-19, mask wearing will be compulsory in our attractions until Monday May 17th 2021. The wearing of face coverings applies to all attendees 12 years and over and excludes those with certain health conditions and / or disabilities.

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Update 6 May 2021

In line with the most recent NSW health advice on Covid-19, mask wearing will be compulsory in our attractions from 5pm Thursday 6th May until Monday 10th May 12.01am. The wearing of face coverings applies to all attendees 12 years and over and excludes those with certain health conditions and / or disabilities.

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Update 22 March 2021

Due to the recent temporary closures of SEA LIFE Kelly Tarlton's, all New Zealand based Merlin Annual Passholders have received an additional 14 days. Please be aware these additional days have been added automatically and we don't require anything from you. 

 

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Update 2 March 2021

With the announcement that Auckland will re-enter Alert Level 3 earlier this evening, SEA LIFE Kelly Tarlton's will be temporarily closed. 

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Update 17 February 2021

In line with the recent announcements from both the Victorian and New Zealand Government, SEA LIFE Melbourne Aquarium, LEGOLAND Discovery Centre, Otway Fly Treetop Adventures and SEA LIFE Kelly Tarlton's will re-open from Thursday 18th February 2021. 

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Update 14 February 2021

As part of the government’s latest COVID-19 restrictions, we are temporarily closing SEA LIFE Kelly Tarlton’s. The move is consistent with the closure of other indoor entertainment venues and the postponement of events in order to prevent further outbreaks.

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Update 12 February 2021 3pm

As part of the Victorian Government’s latest COVID-19 restrictions, SEA LIFE Melbourne Aquarium, LEGOLAND Discovery Centre and Otway Fly Treetop Adventures are temporarily closed. The move is consistent with the closure of other indoor entertainment venues and postponement of events in order to prevent further outbreaks. The expected re-open date is Thursday February 18 2021 however please stay tuned to this page, our social channels and our attraction pages for updates. 

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Update 4th February 2021 11am

Following recent announcements from the state government, you are now required to wear a mask at SEA LIFE Melbourne Aquarium, LEGOLAND Discovery Centre Melbourne and inside the visitor centre of OTWAY Fly Treetop Adventures. 

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Update 28th January 2021 2pm

In line with the most recent NSW health advice on Covid-19, from Midnight Friday January 29 2021, the wearing of face coverings at all our NSW attractions is strongly recommended. This applies to all attendees 12 years and over and excludes those with certain health conditions and/or disabilities.

NSW attractions include; SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo, Sydney Tower Eye and Illawarra Fly Treetop Adventures

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Update 4th January 2021 10am

Following the most recent announcement from the NSW state government surrounding COVID Safety, it is now mandatory to wear a mask whilst indoors at at NSW venues. 

This means you will be required to wear a mask at all times while visiting Madame Tussaud’s Sydney, SEA LIFE Sydney Aquarium, WILD LIFE Sydney Zoo and Sydney Tower Eye. 
Please note that children under 12 are exempt.
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Update 16th November 2020 1:30pm

The following applies to ALL 10 ANZ* attractions:

  • We have significantly reduced the daily ticketed capacity to allow for social distancing and the best possible guest experience.
  • Guests will notice new information signage informing them of key safety messages and instructions.
  • In line with government requirements we will record contact details for all guests to ensure contact tracing may be conducted if necessary
  • The wearing of face coverings is strongly recommended and applies to all attendees 12 years and over and excludes those with certain health conditions and/or disabilities.

*WILD LIFE Sydney Zoo, Madame Tussauds Sydney, SEA LIFE Sydney Aquarium, Sydney Tower Eye, Illawarra Fly Treetop Adventures, SEA LIFE Melbourne Aquarium, LEGOLAND Discovery Centre Melbourne, Otway Fly Treetop Adventures, SEA LIFE Sunshine Coast, SEA LIFE Kelly Tarltons

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Update: 12th November 2020 4pm 

In line with the Victorian Government's easing of restrictions, we are thrilled to announce that we are welcoming guests back to LEGOLAND Discovery Centre Melbourne on Thursday November 19 2020. All Victorian Passholders will receive a 5-month extension to their original expiry date and your passes will be updated automatically. 

LEGOLAND have introduced new and enhanced hygiene protocols to ensure you have a brick-tastic and safe visit. Pre-booking is essential.

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Update: 10th November 2020 11am

Following the VIC Premier’s announcement that Aquariums can re-open, we are thrilled to announce that we are welcoming friends and fans back to SEA LIFE Melbourne Aquarium on Friday November 13 2020. 

We want to reassure all Victorian Merlin Annual Pass holders that we will be extending your passes by 5 months from the original expiry date and your pass will be updated automatically.

SEA LIFE Melbourne have implemented new and enhanced hygiene protocols to ensure you can visit safe as you dive back into their underwater adventure. Pre-booking is essential to guarantee entry. 

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Update: 5th October 2020 2:30pm

Otway Fly Treeptop Adventures will open on Weekends only (Saturday-Sunday, 10am-6pm with last entry at 5pm). Both SEA LIFE Melbourne Aquarium and LEGO LAND Discovery Centre Melbourne remain temporarily closed. 

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Update: 1st September 2020 9am

Following advice from the Victorian Government in an effort to contain COVID-19, our Victorian attractions remain closed. Please note that as of 7th September 2020 an additional 60 days have been added to your passes.

Please be aware these additional days have been automatically added onto your pass, we don't require anything from you.

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Update: 5th August 2020 12pm

In line with the most recent NSW health advice on Covid-19, we will be checking the temperature of our guests as they enter the attraction. The wearing of face coverings is strongly recommended and applies to all attendees 12 years and over and excludes those with certain health conditions and/or disabilities.

Face covering and temperature check Q+A

Q: Under what conditions is a face covering NOT strongly recommended?

A: A face covering is not strongly recommended in our indoor attractions in some circumstances including:

  • Infants and children under the age of 12 years
  • A person who is affected by a relevant medical condition, including problems with their breathing, a serious condition of the face, a disability or a mental health condition
  • Persons who are deaf or hard of hearing, where the ability to see the mouth is essential for communication
  • When consuming food, drink or medication

 

Q: Do I need to provide a medical certificate stating that I have a lawful reason for not wearing a face covering?

A: Please note that you do not need a medical certificate stating that you have a lawful reason for not wearing a face covering.

Q: What type of face covering is appropriate?

A: While the Chief Health Officer recommends a mask with three layers, any face covering is better than none. This includes a scarf or bandana or a disposable mask, which you should dispose of responsibly by putting it in the rubbish bin after using it once.

Q: Will your staff also be wearing face coverings?

A: All customer facing staff will wear a face mask at our attractions.

Q: From what age will guests be required to have a temperature check?

A: Merlin Entertainments will be using non-contact thermometers to screen the temperature of each guest upon entering the attraction, unless they are under the age of two.  

 Q: Re temperature checking: under what circumstances would I not be permitted entry?

A: Guests who do not wish to undergo the temperature screening or who have a raised temperature of [37.8°C or above], along with their household group*, will not be permitted entry but will be offered a full refund of the admission price of their ticket.

*For the purposes of this guidance, a school or other group day trip will not be considered a household group but a tour group who are travelling and staying together will be considered a household group (due to the likely longer duration of close contact between members of the group).

Q: Will you record my temperature?

A: No record of the temperature will be retained and the data will not be used for any other purpose.

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Update: 3rd August 2020 3pm 

In line with the most recent NSW health advice on Covid-19, we will be checking the temperature of our guests as they enter the attraction and the wearing of face coverings is strongly recommended. This applies to all attendees 12 years and over and excludes those with certain health conditions and/or disabilities.

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Update: 3rd August 2020 12pm 

In line with the most recent NSW health advice on Covid-19, the wearing of face coverings is strongly recommended to our guests when visiting our indoor attractions. This applies to all guests 12 years and over and excludes those with certain health conditions and/or disabilities.

Q: Under what conditions is a face covering NOT strongly recommended?

A: A face covering is not strongly recommended in our indoor attractions in some circumstances including:

  • Infants and children under the age of 12 years
  • A person who is affected by a relevant medical condition, including problems with their breathing, a serious condition of the face, a disability or a mental health condition
  • Persons who are deaf or hard of hearing, where the ability to see the mouth is essential for communication
  • When consuming food, drink or medication

Q: Do I need to provide a medical certificate stating that I have a lawful reason for not wearing a face covering?

A: Please note that you do not need a medical certificate stating that you have a lawful reason for not wearing a face covering.

Q: What type of face covering is appropriate?

A: While the Chief Health Officer recommends a mask with three layers, any face covering is better than none. This includes a scarf or bandana or a disposable mask, which you should dispose of responsibly by putting it in the rubbish bin after using it once.

Q: Will your staff also be wearing face coverings?

A: All customer facing staff will wear a face mask at our attractions.

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Update: 23rd July 2020 10am

Unfortunately we have had to temporarily close OTWAY Fly Treetop Adentures. This is following advice from the Victorian Government in an effort to contain COVID-19.

We want to reassure all Victorian Merlin Annual Passholders that we will be extending your passes. You won’t need to do anything as your pass will be updated automatically. We will let Passholders know further updates via email, our social media channels and our website.

We look forward to delivering memorable experiences again soon! 

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Update: 9th July 2020 10am

Unfortunately we have had to temporarily close SEA LIFE Melbourne Aquarium and LEGOLAND® Discovery Centre. This is following advice from the Victorian Government in an effort to contain COVID-19.

We want to reassure all Victorian Merlin Annual Passholders that we will be extending your passes by 60 days. You won’t need to do anything as your pass will be updated automatically. We will let Passholders know further updates via email, our social media channels and our website.

Rest assured, we will continue to provide the best care for our animals during this time and we look forward to delivering memorable experiences again soon.

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). All passes will be extended by 60 days.

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.

Q: Which attractions are temporarily closed?

A:  SEA LIFE Melbourne Aquarium and LEGOLAND® Discovery Centre Melbourne 

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.

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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

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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.

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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

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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.