Merlin Entertainments Reverses Controversial Ride Access Pass Changes Amidst Widespread Uproar
Merlin Entertainments, the powerhouse behind some of the UK’s most beloved theme parks like Alton Towers, Legoland Windsor, and Thorpe Park, has announced a significant U-turn on planned modifications to its Ride Access Pass (RAP) system. The decision comes just a week after the company revealed its intention to trial changes that would have seen individuals with conditions such as ADHD and autism potentially excluded from the scheme.
The RAP system is designed to offer a vital “queuing adjustment” for guests who face difficulties standing in long lines due to a disability or medical condition. Typically, this involves a virtual queue, allowing the pass holder and up to three additional members of their party to bypass physical queues.
The proposed alterations, which came to light last week, suggested a narrowed eligibility criterion, focusing solely on those with a “Difficulty Standing” – a condition where mobility impairments make prolonged standing impossible or extremely challenging. This would have effectively excluded individuals whose need for adjusted queuing stemmed from neurodivergence, anxiety, or other non-physical conditions, forcing them to contend with crowded queues.
This potential exclusion sparked immediate and widespread concern and upset among theme park enthusiasts and families with neurodivergent children. The backlash was significant, prompting Merlin Entertainments to reconsider its approach.
In response to the considerable feedback received from guests and stakeholders, Merlin has now confirmed it will be pausing the trial. Rob Smith, Chief Operating Officer of Merlin Entertainments, stated, “Whenever we make changes to the Ride Access Pass (RAP), it’s because we genuinely want to improve the experience for guests who rely on it. They’ve told us loud and clear that the current system isn’t working. Demand for RAPs is high and increasing, making RAP bookings harder to get and sometimes resulting in longer waits than the main queue. This isn’t the experience we want for anyone, and we’ve been working hard to find a better way forward.”
Smith acknowledged the immense pressure the RAP system is currently under due to high demand. He added, “We’ve listened carefully to the extensive feedback and wide range of opinions from our RAP community on the proposed trial and believe it’s important to take the time to fully reflect on this input. We have therefore decided to pause the trial while we explore alternative options.”
The company issued an apology to those affected by the initial announcement, with Smith stating, “For those who were impacted by our recent announcement, we are sorry. We will keep listening, learning and improving. Our commitment to supporting our guests with accessibility needs remains our absolute focus.” Merlin intends to collaborate with disabled guests and accessibility specialists to devise more inclusive solutions.
The Role of the Access Card and Nimbus Disability
The situation has also highlighted the important role of organisations like Nimbus Disability and their Access Card. Martin Austin MBE, Managing Director of Nimbus Disability, commented on the evolving landscape of accessibility provisions.
“We developed the Access Card in response to frustrations shared by disabled people and venues about how disability was evidenced, and how needs for reasonable adjustments were communicated,” Austin explained. “We recently updated the symbols on the Access Card following a two-year trial we initiated due to increased demand, and Merlin Entertainments has been considering how these criteria relate to its Ride Access Pass. It is for operators to decide how to tailor support to guests with additional needs, based on the specifics of their venues.”
Nimbus Disability’s Access Card uses a system of symbols to communicate a cardholder’s needs. Previously, Merlin accepted both a “Difficulty Standing” symbol and a “Standing and Queuing” symbol for RAP access. The proposed changes would have limited RAP eligibility to only those with the “Difficulty Standing” symbol, impacting those who previously qualified through the “Standing and Queuing” symbol, which was often used by neurodivergent individuals.
Previous RAP Eligibility (Merlin):
- “Difficulty Standing” symbol (mobility impairment affecting prolonged standing).
- “Standing and Queuing” symbol (accepted for neurodivergent individuals, those with anxiety, etc.).
Proposed RAP Eligibility (Merlin – now paused):
- “Difficulty Standing” symbol only.
Austin further elaborated, “Accessibility is constantly evolving and improving, and we welcome Merlin’s willingness to listen to feedback, and commitment to explore ways to improve the experience they offer disabled guests. Nimbus remains in close dialogue with Merlin and other operators, including through the British Association of Leisure Parks, Piers & Attractions, about how our Access Card can most effectively support operational and guest requirements.”
With Merlin’s decision to pause the trial, the company will continue to accept the “Difficulty with Crowds” symbol (a replacement for the “Standing and Queuing” symbol) on Access Cards for RAP eligibility. This means individuals with ADHD, autism, and other conditions that make crowded situations or queues challenging will still be able to access the adjusted queuing system at Merlin’s attractions, at least for the time being.
Moving Forward: A Commitment to Listening and Improving
Rob Smith reiterated Merlin’s dedication to inclusivity. “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.”
He acknowledged the feedback that the RAP system, in its current form, is not meeting the needs of all guests, particularly as demand has surged, leading to increased wait times even for RAP users. Merlin had been exploring enhancements, including a new digital app and a transparent availability calendar, to improve clarity and planning for families.
The company’s commitment to supporting neurodiverse guests and those with mental health needs remains a priority. The pause in the trial signifies Merlin’s intention to thoroughly re-evaluate its approach, ensuring that future iterations of the RAP system are genuinely inclusive and responsive to the diverse needs of all its visitors. The company plans to continue working collaboratively with disabled guests and accessibility experts to find sustainable and equitable solutions.
