The biggest theme park company in the country has suddenly changed its accessibility system for hidden disabilities.
Merlin Entertainments, which runs some of the UK’s most popular attractions including Alton Towers, Legoland Windsor and Thorpe Park, uses a Ride Access Pass system.
The pass provides guests who might find it difficult to stand in lines for rides ‘due to a disability or medical condition’ with a ‘queuing adjustment’ at all the UK theme parks owned by Merlin Entertainments.
It allows them to join virtual queues instead of the busy lines.
It is free of charge and can decrease the waiting time significantly for the pass holder and up to three additional members of their party.
However, Nimbus, the Access Card provider used across the UK for those with disabilities to communicate their needs, has recently changed its policies.
The change means those with disabilities including ADHD and autism may no longer be eligible for the RAP pass at any Merlin attractions, leaving them to stand in busy queues with other parkgoers instead.
Previously, a Standing and Queuing symbol was used by Nimbus and accepted by Merlin for the RAP pass, allowing those who are neurodivergent, for example, to access the adjusted queueing system.
But this has now changed to separate symbols including ‘Difficulty Standing’ which, according to Nimbus, ‘is allocated to applicants whose mobility impairment makes standing for prolonged periods difficult or impossible’.
Meanwhile, the ‘Difficulty with Crowds’ symbol has been ‘allocated to applicants who have difficulty being in crowded situations or queues, often due to neurodivergence, anxiety, or other non-physical conditions’.
From February 2, Merlin is only accepting Nimbus symbols including ‘Difficulty Standing’, ‘Level Access’ and ‘Urgent Toilet Needs’.
This shift cuts out many who might find standing in busy queues for rides difficult from the RAP pass system.
Alton Towers outlines the changes on its websites and explains the park is ‘committed to making a positive impact where we can’, acknowledging that ‘crowds can be challenging for some guests’.
It adds, ‘We will provide alternative adjustments designed to ensure comfort, dignity, and an enjoyable experience for all.’
The changes also mean those who hold an existing valid RAP may not be able to utilise it if they no longer have the required symbol on their Access Card.
‘Guests whose Nimbus Access Card does not display any of the three accepted symbols but does show the crowd symbol can visit Guest Services for support with their visit,’ the website continues.
However, Alton Towers has also outlined the support it will be offering for those who are not eligible for the Ride Access Pass.
‘Pre-arrival information’ will be provided, including ‘Resources such as ride evacuation videos, flashcards, communication cards, and sensory guidance to help you plan’.
An ‘essential companion ticket’ will also be available for parkgoers who need assistance.
There will also be ‘designated areas for guests who need a calm environment’ in the form of ‘sensory rooms’ and ‘quiet spaces’.
Addressing those who may no longer have access to RAP, Nimbus outlines on its site, ‘Changes to the RAP eligibility framework and how they use the symbols on the Access Card or the Digital Access Pass (DAP) have been considered by Merlin Entertainment as part of their reasonable adjustments.
‘Nimbus and the Access Card Scheme have always been responsible for understanding, validating and conveying the barriers you face, and it is down to those individual businesses to put in place reasonable adjustments to support you.’
Rob Smith, chief operating officer at Merlin Entertainments, told the Daily Mail: ‘At Merlin, we are deeply committed to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions.
‘This is an ongoing journey, and we continue to listen, learn and adapt by working closely with our guests and trusted accessibility experts to better understand individual needs and put the right support in place.
‘Our guests with additional accessibility needs have increasingly told us that the Ride Access Pass simply isn’t working for them, particularly as demand has grown and queue times for these guests have increased.
‘We have listened to this feedback and have been looking at how we can improve the system and find a solution that is in the best interests of all guests.
‘That’s why we are making some positive changes including a new digital app and a transparent availability calendar to improve clarity and help families plan with confidence.
‘We are also trialling a refined eligibility criterion during the brief opening period of February half‑term; however, we recognise this has raised concerns for some guests.
‘Our commitment to supporting neurodiverse guests and those with mental health needs remains. We are listening carefully to this feedback and are committed to keeping this approach under review ahead of our main season openings in March.’
