Update on MOTIONGATE™ Dubai Operations
The health and safety of our employees, guests and their families are our top priority. In support of both local and global efforts to reduce the spread of COVID-19, Dubai Parks and Resorts will extend its temporary suspension of its theme park operations from 31 March 2020 until such time the situation is re-evaluated. It also includes the suspension of operations at its onsite hotel, Lapita, and its retail and dining destination, Riverland Dubai.
Below, you’ll find information on the frequently asked questions. Please continue to check this page for additional updates.
Stay safe and we are looking forward to seeing you after the intermission.
May I get a refund on my ticket?
Guests who have purchased dated tickets are eligible for a complimentary date change or full refund. Guests who have purchased undated tickets are eligible for a validity extension until 31 December 2020 or full refund.
How to process a date change or refund?
If you purchased your tickets from Dubai Parks and Resorts or our theme parks directly, please contact us at AmazingService@DubaiParksandResorts.com or call 800-AMAZING(2629464) (Within UAE) or +971 4 820 0000 (Outside UAE), daily between 10:00am - 6:00pm (GST).
Our Call Centre anticipates a heavy call volume in the next few days, therefore we appreciate your patience with us as we work hard to respond to all enquiries. If you purchased your ticket from a third party, please contact that third party for the amendment/refund policy. Please note that we are not responsible for additional expenses, such as travel expenses.
I am an Annual Pass Holder, do I get a refund for the time that the parks have been closed?
You are among our most important guests and it is our intention to ensure that you receive the full value from your Annual Pass.
We are going to give you one month of membership for each month our destination was closed (rounded up to the nearest month). These months will automatically be added to the very end of your membership.
Annual Passholders who's passes expire during the closure period, will be given a validity extension for the accumulative number of months from 1 March 2020 until their pass expiry date. The extension period will be activated from the first day the theme parks reopen.
Annual Passholder validity extension will be automatically applied. For your enquiries, please contact us at AmazingService@DubaiParksandResorts.com or call 800-AMAZING(2629464) (Within UAE) or +971 4 820 0000 (Outside UAE), daily between 10:00am - 6:00pm (GST)
I have a group event planned at the park during the closure. What should I do?
Contact your Event Organiser for details. Event Organiser should contact their park sales representatives directly.
I’ve ordered my Annual Pass online, where do I go for collection?
Your Annual Pass tickets and order confirmation will be emailed to the email address you used at the time of purchase.
What do I need to take with me when my Annual Pass is issued?
Just yourself and the print at home ticket issued when you made your online purchase. If we need any additional information, we’ll do this at the time of processing, including taking your photo.
I haven’t received my email confirmation or Print at Home tickets, what do I do?
Occasionally your email client may forward certain types of emails to a ‘junk’ or ‘spam’ folder within your email browser. If this isn’t the case, please contact our Guest Services Team for assistance at email@example.com. It would be helpful to have ready as much information about the order as possible including contact details, order date and time and types of tickets / Annual Passes purchased. Please also check your credit/debit card statement to ensure payment has been taken.
My online booking failed during the order process and it looks like I’ve been charged. What should I do?
Please check your email for a confirmation of order and print at home tickets. If you do not receive these within 24 hours, please contact our Guest Services Team at firstname.lastname@example.org. It would be helpful to include as much information about the order as possible, including the date and time you placed the order.
I’ve mistakenly ordered tickets multiple times online, what should I do?
If you would like to discuss your order, please contact our Guest Services Team at email@example.com. Please provide as much detail as possible to enable us to assist you quickly.
Do I have to print my print at home tickets or can I bring them on my phone?
As long as your mobile device can display the barcode clearly and we can scan this at the main gate, you can go straight to the turnstiles for admission. At some point during your visit, please be sure to stop by the Annual Pass Lobby / Windows to collect your official Annual Pass and complete the registration process.
I’ve not been able to print my print at home tickets, what should I do?
If you can open your print at home tickets on your mobile or tablet device, we can scan these directly at the main gate. Alternatively, please visit our Guest Services Windows where our team will be happy to assist you.
When can I first use my Annual Pass?
The official opening date for the theme parks will be communicated late summer 2016. Please check your email for official updates, or visit our website for the latest information, attraction announcements and pre-opening news.
When does my Annual Pass expire?
Annual Passes expire 365 days AFTER the first use. For example, you first use your Annual Pass on 1st January 2018. Your pass will expire on the evening of the 31st December 2019, 365 consecutive days after first use. During the validity period you can visit the park(s) as often as you like, subject to normal opening times of course.
Annual Pass print at home ticket(s) are valid for redemption up. Only when you have used your print at home ticket for the first time will your Annual Pass expiry period be activated (365 days from first use).
Can I have multiple active Annual Pass cards or wristbands?
Yes, although each Annual Pass is assigned to an individual user and only that user can enjoy the admission and discount privileges associated with their Annual Pass.
Do Annual Pass holders receive any special discounts?
Yes, there will be regular and seasonal discounts available to the Pass holder, details of which will be available prior to the launch of the parks in 2016.
Can somebody else use my Annual Pass?
Annual Passes can only be used by the named Pass holder. Pass sharing is not permitted and any attempt to share Passes may result in the Annual Pass being suspended or terminated. If arriving with friends and family, all members of your group that wish to enter the theme park(s) will have to have a valid Annual Pass or park entry ticket, both of which can be purchased online or at the main gate.
Why do you need to capture a ‘scan’ of my fingerprint?
Like many theme parks in Europe and North America, we use a biometric scan of your finger/thumb to associate you with your Annual Pass. This information is a unique numerical code (NOT a copy of your finger print detail) and is collected on first use. Subsequently, each time you visit the Park(s) your Annual Pass is validated by scanning the same finger/thumb used to register your Pass. Our team will take you through this process when you register your Annual Pass and each time you enter the Park(s).
My wife wears a hijab (full face covering), is she required to have her photograph taken?
Photographs are used to personalize Annual Passes and offer our team a visual reference of the Annual Pass holder. We use biometric technology to ensure only the designated Pass holder can enjoy his/her admission and Annual Pass benefits, so photographic identification isn’t an essential requirement of being an Annual Pass holder and guests can opt out if they require.
I purchased my Annual Pass prior to the park(s) grand opening and later decide I don’t want to/won’t be able to use it, can I get a refund?
All tickets and Annual Passes are non-refundable. If you would like to discuss your order, please contact our Guest Services Team at firstname.lastname@example.org.
I purchased my Annual Pass tickets online and I have lost my print at home ticket(s). What should I do?
Please contact a member of our Guest Services Team who will be happy to help you at email@example.com.
Do Annual Pass holders receive discounts on theme park or water park tickets for other people?
We are very proud of the parks and attractions being created here at Dubai Parks and Resorts and would like as many people as possible to Experience Amazing! With this in mind, there will occasionally be discounts and benefits available to pass holders.
Is there a limit to the number of Annual Passes that I can purchase per transaction?
You can purchase up to 10 Annual Passes per transaction. Our online process will take your through the options available.
I have purchased an Annual Pass for MOTIONGATE™ Dubai. Can I use it at any of the other parks on the Resort?
Individual park Annual Passes are only valid for the designated park and not transferable between Annual Pass holders or Dubai Parks and Resorts theme parks. If you would like to enjoy the flexibility of being able to visit all the theme parks (MOTIONGATE™ Dubai, Bollywood Parks™ Dubai, LEGOLAND® Dubai and LEGOLAND® Water Park) then consider purchasing or upgrading to the Dubai Parks & Resorts VIP Annual Pass. You’ll get the same great benefits as the park branded passes, but with the privilege of unlimited access to ALL the Dubai Parks & Resorts theme parks!
What is the ticket price for the nanny if she/he visits the theme park?
The nanny will pay AED 50 as long as she/he is accompanying a family or a child above 3 years old (the family/child must be a full-priced ticket holder or annual pass holder).
A maximum of 2 nannies per family can avail the offer.
What if my nanny’s visa is still in process?
Please bring a copy of your nanny’s Emirates ID application which includes her name and designation.
If my nanny comes alone with my child, will she still be able to avail the AED 50 offer?
Yes, as long as the nanny is accompanying a full priced ticket holder or annual pass holder.
I am an annual pass member; can I also pay AED 50 for my nanny?
Yes, you can purchase the nanny’s ticket at gate.
I am an annual pass member. How many nanny tickets can I purchase?
A maximum of one nanny ticket per child or two per family.