Upcoming Changes to Accessibility Services at Theme Parks
During the upcoming February half-term, Alton Towers will conduct a trial that modifies the use of their ride access passes, which have traditionally assisted guests with special needs such as ADHD, anxiety, and autism. These guests will face restrictions on using these passes, designed to help bypass long lines.
Owned and operated by Merlin Entertainments, Alton Towers in Staffordshire extends a “ride access pass” to visitors who struggle with traditional queuing because of a disability or medical condition. This system allows them and up to three companions to reserve a time slot virtually, enabling them to wait elsewhere and avoid crowded lines.
However, the effectiveness of this system has been called into question by guests with “additional accessibility needs,” according to the theme park’s operators. They have voiced concerns that the digital pass system is failing, especially as its demand has surged, leading to longer wait times even for those with access passes.
Historically, individuals who experience discomfort in crowded environments have been eligible for the pass. But from February 14 to 22, during the trial period, Merlin will limit the pass to those who have issues with standing, require level access, or have urgent restroom needs.
Alternatively, individuals troubled by crowds will be offered a complimentary ticket for an “essential companion” and can access specially designated quiet spaces and sensory rooms within the park.
This new policy will also be implemented at other Merlin-operated sites, including Chessington World of Adventures and Windsor Legoland.
Christine Flintoft-Smith, who leads autism accreditation and projects at the National Autistic Society (NAS), acknowledged concerns from the autistic community and their families regarding these changes. NAS has engaged directly with Merlin to express these concerns and to understand the company’s future plans.
Flintoft-Smith noted that NAS has a longstanding relationship with Merlin and is aware of their dedication to making their venues accessible and welcoming to autistic visitors. She expressed satisfaction that Merlin is receptive to feedback from autistic guests concerning the recent changes and will reassess these modifications after the half-term trial.
Rob Smith, Merlin’s Chief Operating Officer, admitted that these adjustments have worried some visitors. He reiterated the company’s ongoing commitment to supporting guests who are neurodiverse or have mental health needs.
He emphasized the importance of listening to guest feedback and confirmed that the company will continue to evaluate this new approach before the main season begins in March. Smith reinforced Merlin’s dedication to creating inclusive experiences and ensuring that every visitor feels supported at their attractions.
Visitors to Alton Towers also have the option to purchase a “Fastrack” pass, which allows them to skip queues, though this comes with an additional charge starting at £35 on top of the entry fee.
The effectiveness and reception of these new measures will be reviewed following the half-term holiday period.
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