Alton Towers U-turns on plan to restrict disability pass

Merlin Entertainments has backtracked on its controversial plan to tighten access to its disability queuing system at its theme parks following strong criticism from people with autism, ADHD and anxiety.

The company had planned to introduce new eligibility rules for its Ride Access Pass (RAP), which provides a non-queueing option for people unable to stand in long lines.

Under the plan, visitors to places like Alton Towers, Chessington World of Adventures and Legoland Windsor this half-term who only had "difficulty with crowds" would no longer have qualified.

Merlin said it had "listened carefully to the extensive feedback" and decided to "pause the trial while we explore alternative options".

'They've told us loud and clear'

The theme park owner addressed those people "impacted" by their previous announcement, saying: "We are sorry."

The move sparked widespread upset among adults with autism, ADHD and anxiety and families of neurodivergent children - who said the changes risked shutting many people out of a system they rely on.

Merlin announced on Thursday that it will not go ahead with the trial following "extensive feedback".

Rob Smith, the company's chief operating officer, said the company had heard from many RAP users who felt the proposed changes would worsen accessibility rather than improve it.

"Whenever we make changes to the Ride Access Pass, it's because we genuinely want to improve the experience for guests who rely on it," he said.

"They've told us loud and clear that the current system isn't working."

Smith said the need to change the disability queuing system remained because the Ride Access Pass was "under huge pressure", but that the company believed it was "important to take the time to fully reflect" on the feedback.

He added: "For those who were impacted by our recent announcement, we are sorry."

With more and more people claiming the pass, some disabled visitors were facing longer waits than the main queue, which the company said was "not the experience we want for anyone".

Merlin said it will now launch a broader consultation with disabled guests, accessibility specialists and other operators across the attractions industry.

What sparked the backlash?

Last week, BBC News revealed that Alton Towers planned to stop automatically granting its disability queuing pass to some guests with autism, ADHD, anxiety and other non-physical disabilities, if their Nimbus access pass only indicated they struggled being in crowds.

Many families contacted BBC Your Voice to express their frustration and to say that it would stop them from taking their neurodivergent children to the Merlin theme parks they loved.

Some described the proposed system as "unworkable", while charities warned it risked creating new barriers in an already difficult environment.

Nimbus Disability – which issues the access card used by Merlin to verify additional needs – said it had recently updated its card symbols after a two-year trial prompted by rising demand.

Managing director Martin Austin said: "We developed the Access Card in response to frustrations shared by disabled people and venues about how disability was evidenced.

"Merlin has been considering how these criteria relate to its Ride Access Pass... Accessibility is constantly evolving and improving, and we welcome Merlin's willingness to listen to feedback."

Nimbus said it remained in "close dialogue" with Merlin and the wider industry about how its system might best support both disabled guests and operators.

The British Association of Leisure Parks, Piers & Attractions (BALPPA) said that pressure on accessibility systems went beyond the parks owned by Merlin.

"British attractions have made significant progress with accessibility, but are facing operational challenges with increasing demand from guests," BALPPA chief executive Paul Kelly said.

"We support Nimbus's continued efforts... Their input will be invaluable as we continue to evolve our approach."

Merlin will continue using its existing RAP criteria, including acceptance of the Access Card "crowd" symbol as it currently operates.

A video message from Smith has been issued to visitors explaining the decision.