Ride Access Pass and Disabled Access - 2026 Discussion

[Skyscraper]

It's also asking an unreasonable amount of preparation from the average visitor. How are they to know that a day will potentially be accessible without spending time scouring internet forums for opinions, queue-time sites for averages etc? Even then it's a gamble, as we all know at Merlin parks it only takes a couple of rides to go down for the entire park to collapse into 100+ minute queues.

Now the park could publicly display anticipated attendance based on ticket sales like Efteling do but even then it's a risk unless you are deciding your visit last minute and know the park well enough.

The burden on RAP users is already high. Having to apply for passes months in advance, having to compete for slots, navigating a constantly changing queue system. I think many people don't appreciate what a military operation it is for many when it should be a carefree fun day out. Life for the disabled is already often a daily battle and it's a shame those abusing the RAP system are also eroding the compassion other people have.

It also ignores the fact that some neurodivergent people can be fine one day and not the next.

 

[Benzin]

That is pretty much exactly what a caller to Jeremy Vine's Radio 2 show on Friday said (listen from 20:50). His son was born in the 90s and they decided they didn't need/want a RAP so he basically learned to queue and if he played up his parents removed him from the queue. He didn't say what his son suffers from but he says that that learning experience over time, taught his son how to queue and behave in public and now, as an adult he can queue quite happily.

Obviously that's not going to work for many who need a RAP but it does pose the question of if other parents who's children can play up* in a similar way did remove them from the queue/triggering environment every time they played up, over time how many of the kids would then not need RAPs or other provisions as they grow older? I suspect a fair few.

*'play up' may not be the correct term to use, but I can't think of another alternative.

90s was a different place for diagnosing neurodivergency though. Hence why so many adults are going through the system these days.

High chance that everyone on here (and any remaining special interest forum) has some degree of autism.

Of course parenting nowadays if also a bit all over the shop. Gentle parenting but actually Permissive. Lack of effort from many to actually try and deal with their kids who have these issues (like my sister-in-law's ex husband). Some kids have zero chance of making it sometimes.

 

[Steve74]

90s was a different place for diagnosing neurodivergency though. Hence why so many adults are going through the system these days.

High chance that everyone on here (and any remaining special interest forum) has some degree of autism.

Of course parenting nowadays if also a bit all over the shop. Gentle parenting but actually Permissive. Lack of effort from many to actually try and deal with their kids who have these issues (like my sister-in-law's ex husband). Some kids have zero chance of making it sometimes.

Oh of course diagnosis has come on leaps and bounds since the 90s. The guy on the show never said what his son was diagnosed with or even if he was officially diagnosed with anything.

My point was more that could some of those people who have been diagnosed with very mild to mild forms of conditions - rightly or wrongly - by medical professionals actually learn how to control their conditions by actually putting themselves in situations that affect them and learning to cope, just like the guy in on the call did with his son.

Agree with your last sentence. Some kids don't stand a chance with how their parents behave around them or towards them.

 

[Bowser]

That is pretty much exactly what a caller to Jeremy Vine's Radio 2 show on Friday said (listen from 20:50). His son was born in the 90s and they decided they didn't need/want a RAP so he basically learned to queue and if he played up his parents removed him from the queue. He didn't say what his son suffers from but he says that that learning experience over time, taught his son how to queue and behave in public and now, as an adult he can queue quite happily. Obviously that's not going to work for many who need a RAP but it does pose the question of if other parents who's children can play up* in a similar way did remove them from the queue/triggering environment every time they played up, over time how many of the kids would then not need RAPs or other provisions as they grow older? I suspect a fair few.

Firstly i think that's a completely unrealistic premise that many people can spend all that time and money visiting a theme park to essentially dog train their disabled child to tolerate something. "Sorry, we're leaving this 60 minute queue you've already been in for 35 minutes, pushing our way out through all the people in it and we can start again when you've calmed down". The caller also mentioned they lived very close to the park so presumably were annual pass holders to even consider it. It's a very specific set of circumstances that seemingly worked for someone with presumably a very mild neurodivergence considering how his adult life was subsequently described on the show.

I don't think this line of discussion is particularly productive. We can find anecdotes of individuals to justify our beliefs but the issue is we are dealing with a complex range of disabilities. I'm sure plenty of other people have and are doing what they can to help/teach their children to cope. I know we do and the RAP is only a piece of the puzzle but all you're really doing is encouraging people to look on disapprovingly at others for allegedly not doing so with no knowledge of their circumstances. It's a polarising approach that leads to the genuinely vulnerable being mistakenly resented.

Nobody chooses to be disabled. I'm sure many would give anything to not have their or their relatives conditions.

 

[shaun3]

Just done

It also ignores the fact that some neurodivergent people can be fine one day and not the next.

Isn't that inherently the problem with giving RAP to those who have it for 'feelings'? On a "fine" day for them, they could use the expiration time on their RAP to queue in the normal queue. And at that point it absolutely is a queue skip.

 

[Benzin]

Nobody chooses to be disabled. I'm sure many would give anything to not have their or their relatives conditions.

Remember, being disabled is a minority characteristic you can become a part of very quickly.

 

[flyingguitar]

Isn't that inherently the problem with giving RAP to those who have it for 'feelings'? On a "fine" day for them, they could use the expiration time on their RAP to queue in the normal queue. And at that point it absolutely is a queue skip.

what do you expect them to do?

theme park trips for most people are planned weeks in advanced, I don't know about you but I don't plan when I will have a bad day weeks in advance.

the abuse of the system may have been a problem, we only have anecdotes which suggest it, merlin will have some more data, but I really can't think of any way for them to know if someone is abusing the system (or they would probably remove that person).
IMO there are a few problems including the diagnosis over mild cases of neurodivergenc (not that it is wrong, just there isn't much to differentiate mild and server cases) combined with the MAP (I have said this before, but the time required to get an RAP may not be worth it if you only go to AT once, but if you go multiple times with MAP it may make since)

 

[Dave]

But there is no unlimited RAP usage? They clamped down on numbers per day two years ago... The number of RAP users in the park each day, and how many get to 'virtually queue' for each timeslot at each ride is now entirely down to Merlin and their app....

That’s the point though, last year they capped numbers but that meant loads of people couldn’t get a ticket, this year they are trying to get eligibility more focused to allow more people who genuinely need it to get a RAP ticket.

 

[AstroDan]

I have avoided posting and commenting in this topic and anywhere on social media as I fear it's such a mess of a debate with extremely strong opinions.

However, irrespective of the above, for me the facts seem to be as follows based on my own observations and contacts within the business over many years:

• Numbers using (or attempting to use) RAP have increased massively in recent years
• Rides have a finite capacity but at the same time operations at Alton Towers (and Chessington) are far inferior to what they were some years ago.
• Time-out periods for the purposes of virtual queue lengths have not been properly managed due to lack of computer integration (e.g. a ride may have a 80 minute queue, but only 60 minutes is put on the time out card) caused by a lack of investment
• A minority use a 'double queue' system. E.g. they have a virtual RAP queue for Nemesis, but join Runaway Mine Train's physical queue whilst waiting which means that typical rides per head for RAP guests can be higher due to it being very much open to abuse (I hate to say it but I have seen first hand RAP ticket holders taking a 'pick and mix' approach to their queuing).
• Revenue from fastrack has fallen as the park have had to allocate more capacity to RAP thus affecting business performance
• A minority see it as free fastrack, even though it is not.
• The system is not working for those with physical disabilites.

I work in education and see first-hand the volume of need in society, especially children, today. It is impossible for the state sector to adequately provide for the amount of need and it is creating an intolerable pressure and workload which is forcing staff to quit and parents to home educate. I was amazed to read a BBC article on SEND in education last week and the RAP issues at Merlin parks mentioned in the comments section. I see the issue at Merlin parks very much within the same bracket.

There is no easy answer. There is no quick fix. Not all parties will ever be satisfied.

I do feel that the one-size-fits-all nature of RAP has to change in order to ensure the most in need benefit.

Something has to change.

 

[Smiley]

theme park trips for most people are planned weeks in advanced, I don't know about you but I don't plan when I will have a bad day weeks in advance.

But this exactly what I do. If my mental superpower is in force, I cancel my trip - in the past this has even been airside waiting for a flight. I don't expect a RAP because I have days when queuing would be difficult for me/others - and if I did have RAP I'd probably use it even on days I didn't need it (which would be bad on my part, but I'm just being honest).

I think everyone can agree the current RAP isn't working for many people, so some change is necessary. As I said earlier, if the RAP queue is longer than 5 mins then it's not working. The focus needs to be on a pragmatic solution that works for all, and I hope technology (virtual queuing) will help with that. IF it's implemented properly

 

[GooseOnTheLoose]

That is pretty much exactly what a caller to Jeremy Vine's Radio 2 show on Friday said (listen from 20:50). His son was born in the 90s and they decided they didn't need/want a RAP so he basically learned to queue and if he played up his parents removed him from the queue. He didn't say what his son suffers from but he says that that learning experience over time, taught his son how to queue and behave in public and now, as an adult he can queue quite happily.

Obviously that's not going to work for many who need a RAP but it does pose the question of if other parents who's children can play up* in a similar way did remove them from the queue/triggering environment every time they played up, over time how many of the kids would then not need RAPs or other provisions as they grow older? I suspect a fair few.

*'play up' may not be the correct term to use, but I can't think of another alternative.

The only interesting thing about this caller (I too listened to the roughly 25 minutes which were given over to this debate), is that he was absolutely full of it.

Prior to 2008, guests with disabilities typically used "Exit Passes". To qualify you had to show a Blue Badge / doctor's letter at the ride exit for immediate access. Effectively, there wasn't a system in which a visitor with a neurodevelopmental condition could qualify for what we would now call a Ride Access Pass.

Prior to 2004, Fastrack as a paid service didn't exist. Virtual Queue existed from 1998 - 2003, for the B&Ms, as a free reservation system, but you couldn't pay to skip the queues. Most of the rides at Alton Towers didn't have a queue skipping mechanism.

He treated his child in that way because he had no other choice. As a father he thinks it worked, but we equally didn't hear from the child themself. It could have been terribly traumatic for them. We're only going on a self report.

As I have often said, anecdote is not the plural of data. As others have said, one person's experience is not representative of everyone's.

 

[NuttySquirrel]

My point was more that could some of those people who have been diagnosed with very mild to mild forms of conditions - rightly or wrongly - by medical professionals actually learn how to control their conditions by actually putting themselves in situations that affect them and learning to cope, just like the guy in on the call did with his son.

I know this is controversial, but I do think there's something in this. If you are scared of heights, you don't get given a free pass in life to avoid heights - you have to put yourself in situations where you must deal with heights and over time, your fear and stress levels reduce. Exposure therapy for OCD is a recognised and effective form of treatment: some things - like public toilets - cannot simply be avoided in life so your only option is to face your fears and confront situations that cause you anxiety - not simply avoid them.

I do feel that the RAP system denies a lot of neurodivergent children the opportunity to 'face their fears' and confront their difficulties around queuing and crowded spaces. Obviously there is a spectrum and there will be children (such as those that also have intellectual disabilities) that will never be able to do this. But I don't honestly think that there are that many more neurodivergent children now than there were in the 90s. The difference is that in the 90s, you had no choice but to get on with it and try to fit in with the status quo as normally as possible. It wasn't always easy, but I think it was better than being told you 'don't have to do something' because you have X or Y diagnosis and you can have all these accommodations - and thus growing up into an adult with no coping strategies for busy and unavoidable situations like airport security, A&E, or the supermarket on a Friday evening. In some respects, a theme park provides a relatively safe space to 'practice' queuing and increase your exposure in a controlled environment where you can bail if you must.

I realise a lot of people won't share my opinion, but surely every parent wants their children to grow up fully equipped for life as an adult and with the tools to manage difficult situations independently?

I don't agree with the way that Merlin have pulled the plug like this - but the removal of a 'free pass' to avoid queuing altogether might, in the long run, be of benefit to some of these children.

 

[GooseOnTheLoose]

But this exactly what I do. If my mental superpower is in force, I cancel my trip - in the past this has even been airside waiting for a flight. I don't expect a RAP because I have days when queuing would be difficult for me/others - and if I did have RAP I'd probably use it even on days I didn't need it (which would be bad on my part, but I'm just being honest).

I think everyone can agree the current RAP isn't working for many people, so some change is necessary. As I said earlier, if the RAP queue is longer than 5 mins then it's not working. The focus needs to be on a pragmatic solution that works for all, and I hope technology (virtual queuing) will help with that. IF it's implemented properly

I honestly don't see what is to be gained from this particular brand of performative martyrdom.

Announcing that you qualify for a support mechanism but choose not to use it doesn't make you noble, it simply muddies the waters of a discussion about genuine necessity. It implies that accessibility needs are a choice or a luxury that can be stoically declined, rather than essential adjustments required for participation.

The ability to cancel a trip whilst "airside waiting for a flight" because you're not feeling up to it is a display of immense financial and temporal privilege. For the vast majority of families, who've saved for months, booked time off work, and coordinated travel, simply binning the holiday at the departure gate because the queue might be difficult is not a viable strategy. They need the system to work.

and if I did have RAP I'd probably use it even on days I didn't need it (which would be bad on my part, but I'm just being honest).

This admission says far more about your own moral compass than it does about the system itself. Projecting your own lack of self control onto the wider disabled community is unhelpful. Most people use RAP because they have to, not because they have succumbed to temptation.

---

I know this is controversial, but I do think there's something in this. If you are scared of heights, you don't get given a free pass in life to avoid heights - you have to put yourself in situations where you must deal with heights and over time, your fear and stress levels reduce. Exposure therapy for OCD is a recognised and effective form of treatment: some things - like public toilets - cannot simply be avoided in life so your only option is to face your fears and confront situations that cause you anxiety - not simply avoid them.

You've fundamentally conflated a phobia, an irrational fear, with a neurodevelopmental disorder (a fundamental difference in how the brain processes sensory input).

You can use exposure therapy to treat a fear of heights because the danger isn't real; the brain is tricking the body. You absolutely cannot use exposure therapy to "cure" Autism or sensory processing disorders. If a brain lacks the filter to block out background noise, standing in a screaming queue line doesn't "toughen it up"; it causes physical pain and neurological overload.

Suggesting that a child with sensory processing issues just needs to "face their fears" in a queue line is akin to suggesting a wheelchair user just needs to "try harder" to walk up the stairs to build leg strength. It ignores the physiological reality of the condition.

The difference is that in the 90s, you had no choice but to get on with it and try to fit in with the status quo as normally as possible. It wasn't always easy, but I think it was better than being told you 'don't have to do something' because you have X or Y diagnosis and you can have all these accommodations - and thus growing up into an adult with no coping strategies for busy and unavoidable situations like airport security, A&E, or the supermarket on a Friday evening. In some respects, a theme park provides a relatively safe space to 'practice' queuing and increase your exposure in a controlled environment where you can bail if you must.

In the 90s, those children didn't just "get on with it". They were excluded. They didn't visit theme parks because the environment was hostile to them, or, they were forced to mask their distress until they burned out, leading to the very mental health crises in adulthood you claim to be concerned about.

Just because we didn't see the struggle in the 1990s doesn't mean it wasn't happening; we just didn't have the language, the diagnosis rates, or the societal empathy to acknowledge it. We also used to smoke in pubs and use leaded petrol in the 90s; I wouldn't argue we should bring those back to build "resilience".

A theme park is a place of leisure and escapism. It's expensive. It's a treat. It's not a medical boot camp designed to test the endurance of a disabled child. Parents pay £300+ for a family day out to see their children smile, not to run a DIY exposure therapy session in a cattle pen for The Smiler.

 

[Benzin]

I realise a lot of people won't share my opinion, but surely every parent wants their children to grow up fully equipped for life as an adult and with the tools to manage difficult situations independently?

It's a great notion, but if the child's brain just isn't built to be able to cope with "difficult situations" then what are you meant to do?

My mate has 3 kids. All definitely on the spectrum. The eldest will probably survive life independently but the twins is up for debate. They're just wired so differently and require far more attention because of it.

Mine is definitely on the spectrum too. Can't judge where currently because just a toddler, and the male vs female differences in neurodivergency show very differently. What I want for her is to be able to get herself through days without having to be so burnt out it causes further problems. I've seen the damage a poor school can do to children in relation to their "problems" so it's no wonder many are homeschooling their SEND kids.

 

[Wilko]

The Access Card team have had to release a statement as they are getting a load of abuse. Really has brought out the very worst in people;

"Over the past week, our team has experienced a significant and unacceptable increase in abusive behaviour from members of the public. This surge is primarily linked to recent changes implemented by Merlin Entertainments regarding their Ride Access Pass (RAP) protocols.

Let us be entirely clear: Nimbus Disability has no involvement in, nor responsibility for, the operational decisions made by Merlin Entertainments regarding their queue management or RAP policies.

While we understand that changes to accessibility protocols can cause frustration, our staff are here to support the disabled community. We will not tolerate screaming, shouting, or derogatory language."

 

[GooseOnTheLoose]

The Access Card team have had to release a statement as they are getting a load of abuse. Really has brought out the very worst in people;

"Over the past week, our team has experienced a significant and unacceptable increase in abusive behaviour from members of the public. This surge is primarily linked to recent changes implemented by Merlin Entertainments regarding their Ride Access Pass (RAP) protocols.

Let us be entirely clear: Nimbus Disability has no involvement in, nor responsibility for, the operational decisions made by Merlin Entertainments regarding their queue management or RAP policies.

While we understand that changes to accessibility protocols can cause frustration, our staff are here to support the disabled community. We will not tolerate screaming, shouting, or derogatory language."

First and foremost, abusing call centre staff is abhorrent behaviour. The support staff at Nimbus did not write the policy, they did not sign the contract with Merlin and they certainly do not deserve to be the lightning rod for the frustrations of thousands of families.

That being said, this statement from Nimbus is a masterclass in the Pontius Pilate school of public relations.

Claiming that they have "no involvement" is technically true, regarding the final decision, but disingenuous regarding the mechanism.

It was Nimbus who unilaterally decided to decouple the "Standing and Queuing" symbol into two distinct categories. It was Nimbus who performed the retrospective desktop review of thousands of existing cardholders, deciding who fit into which new box based on historic (supposedly deleted) evidence, without consulting the individuals concerned.

Nimbus split the taxonomy. They created the framework which allowed Merlin to filter out the primarily neurodivergent cohort whilst keeping the mobility impaired cohort. Before Nimbus split the symbol, Merlin couldn't have made this policy change without banning everyone.

Nimbus are ignoring their fundamental role in redesigning the system. Nimbus are ignoring the realities of the seemingly arbitrary reassignment and assessment of card holders. Nimbus also, crucially, didn't contact members ahead of time to warn them of the changes. Nimbus didn't contact members to tell them that their symbols could be changing, or have changed.

They don't deserve abuse, but they aren't as faultless and blameless in this circus as they'd like to claim to be.

 

[Steve74]

First and foremost, abusing call centre staff is abhorrent behaviour. The support staff at Nimbus did not write the policy, they did not sign the contract with Merlin and they certainly do not deserve to be the lightning rod for the frustrations of thousands of families.

That being said, this statement from Nimbus is a masterclass in the Pontius Pilate school of public relations.

Claiming that they have "no involvement" is technically true, regarding the final decision, but disingenuous regarding the mechanism.

It was Nimbus who unilaterally decided to decouple the "Standing and Queuing" symbol into two distinct categories. It was Nimbus who performed the retrospective desktop review of thousands of existing cardholders, deciding who fit into which new box based on historic (supposedly deleted) evidence, without consulting the individuals concerned.

Nimbus split the taxonomy. They created the framework which allowed Merlin to filter out the primarily neurodivergent cohort whilst keeping the mobility impaired cohort. Before Nimbus split the symbol, Merlin couldn't have made this policy change without banning everyone.

Nimbus are ignoring their fundamental role in redesigning the system. Nimbus are ignoring the realities of the seemingly arbitrary reassignment and assessment of card holders. Nimbus also, crucially, didn't contact members ahead of time to warn them of the changes. Nimbus didn't contact members to tell them that their symbols could be changing, or have changed.

They don't deserve abuse, but they aren't as faultless and blameless in this circus as they'd like to claim to be.

Well said! In much of the online furore I have seen and what's been in the press, Nimbus has barely been mentioned. They definitely are not as blameless as they make out in that statement.

 

[Benzin]

I'm guessing Nimbus' get out clause is that Merlin parks are the only ones who have implemented a change to their policy whereas the others have taken the changes on board.

Still though. Bit naff to act like they're completely innocent. How many were aware of these changes prior to Merlin?

 

[DiogoJ42]

Anyone who behaves in such a manner should have their card revoked.

 

[Benjsh]

What ever happened to people wanting to be treated like everyone else in society and not made to feel like they are different? Funny how quickly that goes out of the window for somebody who could queue but they'd rather avoid a 2hr wait for the Smiler.

I really hope Merlin hold firm but from the reaction that the Nimbus team have had, i wouldn't hold my breath. I sense a dramatic U-Turn coming in March.

I'm utterly sick to death about reading about anxiety attacks over last few days too. If your anxiety is that bad then maybe visiting a place that attracts up to 20,000 visitors a day, and has rides specifically designed to increase your stress and anxiety levels, isn't the best place for you. Be like somebody who suffers from severe vertigo but goes climbing mountains every weekend.

Make it make sense for the love of god.