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Hi There, 

Thanks for taking the time to let us know about your booking experience. 

We are sorry that you found it difficult to make a booking online with your Merlin Annual Pass.

From looking into this it does seem very odd that for some reason, a booking processed through the main Alton Towers website https://www.altontowers.com doesn't have an option to book with a Merlin Annual Pass. However, on our short breaks website http://www.altontowersholidays.com/ there are options to do so. 

The two are slightly different but should still offer Merlin Annual Pass rates. I have of course notified our web teams to investigate and make adjustments. 

We are very grateful for all our guests feedback as it truly does help towards bettering our customer experience. 

Warmest Regards,

Ben 

Hi There, 

thanks for getting in touch with us surrounding your recent booking experience. 

I am very sorry to see that due to an error in the initial pricing you felt disappointed with the rate you had paid as a merlin annual pass. 

This certainly isn't common practise and we believe to have been an isolated event as this has not happened since. However, our web team are always monitoring activity and are very quick to react and fix issues.

Despite this we wish for you and your family to have a fantastic time at Alton Towers and hope that you can take away some lovely family moments. 

Warm Regards, 

Ben