Alton Towers is set to introduce a new virtual queuing system for visitors with accessibility needs, a move that has been lauded by disability charities. This upgraded Ride Access Pass (Rap) system, which will later be adopted by other Merlin-run parks including Thorpe Park and Legoland Windsor Resort, allows guests to queue for rides via a mobile application rather than waiting in physical lines.
The implementation follows a period of backlash earlier in the year when proposed changes threatened to exclude visitors with conditions such as ADHD and autism from using a physical Rap. Merlin Entertainments has confirmed that there will be no change to the eligibility criteria for the pass, which is available to individuals who experience difficulty queuing for extended periods due to physical, emotional, or learning needs.
The virtual queuing system is scheduled to launch at Alton Towers in Staffordshire by the end of the year, with other Merlin parks to follow in the subsequent year. The change comes after families of children with additional needs expressed concerns that proposed restrictions would prevent their children from visiting due to issues with crowds or sensory overload.
Merlin backtracked on the initial proposal after an online petition garnered over 25,000 signatures. The company stated they had listened to feedback and would pause changes while exploring alternative solutions.
Disability experts, charities, and partner organizations, including Disability Rights UK, Scope, ADHD UK, and the National Autistic Society, have welcomed the new virtual system, noting their involvement in its development. Lisa Myers of the National Autistic Society expressed satisfaction with Merlin's consultation process and the decision to maintain existing eligibility criteria. She highlighted the system as a significant adaptation that can enhance access to venues for autistic individuals.
John McLachlan, interim chief executive of disability charity Scope, described the new system as a positive stride toward removing barriers and enhancing the experience for disabled visitors. He emphasized that the initiative reflects a commitment to inclusivity.
Under the current system, Rap holders at Merlin parks must pre-book a ride slot and wait before they can queue for another. The new virtual system will allow pass holders to wait for a duration equivalent to the physical queue time, receiving notifications on the app when they are nearing the front. This enables them to spend their waiting time in areas they find most comfortable. Upon nearing the front of the virtual queue, pass holders will be directed to a separate entrance for the ride.
Rob Smith, Merlin's chief operating officer, acknowledged that the company has carefully considered feedback from Rap users, charities, and partners. He expressed confidence that the new system will substantially improve visitor experiences, stating that the current setup does not always offer the necessary flexibility and comfort. Smith added that the company aims for all guests to have memorable experiences and will continue to collaborate with Rap users and advocacy groups as the new system rolls out.