Bowser
TS Member
RAP update from Merlin:
Hi all
You will have received our most recent update, which we know has generated some concern within the Ride Access Pass (RAP) community, and that’s why we’re getting back in touch.
We recognise that this communication was not as clear as it could have been, and we’re genuinely sorry for this. We want to provide some further clarity, reassurance and guidance ahead of February half-term. We are also asking for direct feedback, so we can hear from the voices that really matter on this topic - yours.
Over the past year, we’ve worked hard to improve the RAP experience, by tackling pre‑booking issues and making the virtual queuing system easier to use, more accurate and reliable. Even with these improvements, demand for RAP has continued to grow to a level that is now affecting the very reason it exists – helping to reduce queue times for those who need it most.
Last year, we know that many of you were unable to secure RAP availability when you wanted it – and those who did often faced longer than expected wait times during peak periods. This is not the experience we want for you. Our intention has always been -and will always remain - to provide a positive, supportive experience for those who need RAP. This hasn’t always consistently been the case, and it needs to be addressed. Getting this right matters and we’re working hard to find solutions.
Over February half‑term, at the three parks which are briefly open, we are trialling changes to RAP eligibility criteria. More information about and the trial can be found in updated information on our resort websites ( Alton, Chessington and LEGOLAND). We’re sorry that the trial nature of this change this wasn’t clear enough.
While we know there is always more we can do, we’re proud of the range of support we offer guests. Over the years we have broadened our focus beyond queueing alone and have introduced a number of adjustments and support measures across the whole attraction to better support guest in their specific needs throughout every part of their day. Detail of these adjustments can also be found on our resort websites.
This trial gives us the opportunity to listen, learn, and review these support measures, and to explore whether we need to do more ahead of the main season opening in March. Your feedback is genuinely important to us, and we would really appreciate you sharing your thoughts through this survey.
Your voice matters to us and this input will play a key role in our review over the coming weeks and shaping next steps. We remain committed to ensuring our attractions are as welcoming and inclusive as possible. We won’t get everything right first time, but we will keep listening, learning and evolving our approach.
We want to thank you for your patience, and we will be back in touch ahead of season opening.
Merlin Accessibility Team
Hi all
You will have received our most recent update, which we know has generated some concern within the Ride Access Pass (RAP) community, and that’s why we’re getting back in touch.
We recognise that this communication was not as clear as it could have been, and we’re genuinely sorry for this. We want to provide some further clarity, reassurance and guidance ahead of February half-term. We are also asking for direct feedback, so we can hear from the voices that really matter on this topic - yours.
Over the past year, we’ve worked hard to improve the RAP experience, by tackling pre‑booking issues and making the virtual queuing system easier to use, more accurate and reliable. Even with these improvements, demand for RAP has continued to grow to a level that is now affecting the very reason it exists – helping to reduce queue times for those who need it most.
Last year, we know that many of you were unable to secure RAP availability when you wanted it – and those who did often faced longer than expected wait times during peak periods. This is not the experience we want for you. Our intention has always been -and will always remain - to provide a positive, supportive experience for those who need RAP. This hasn’t always consistently been the case, and it needs to be addressed. Getting this right matters and we’re working hard to find solutions.
Over February half‑term, at the three parks which are briefly open, we are trialling changes to RAP eligibility criteria. More information about and the trial can be found in updated information on our resort websites ( Alton, Chessington and LEGOLAND). We’re sorry that the trial nature of this change this wasn’t clear enough.
While we know there is always more we can do, we’re proud of the range of support we offer guests. Over the years we have broadened our focus beyond queueing alone and have introduced a number of adjustments and support measures across the whole attraction to better support guest in their specific needs throughout every part of their day. Detail of these adjustments can also be found on our resort websites.
This trial gives us the opportunity to listen, learn, and review these support measures, and to explore whether we need to do more ahead of the main season opening in March. Your feedback is genuinely important to us, and we would really appreciate you sharing your thoughts through this survey.
Your voice matters to us and this input will play a key role in our review over the coming weeks and shaping next steps. We remain committed to ensuring our attractions are as welcoming and inclusive as possible. We won’t get everything right first time, but we will keep listening, learning and evolving our approach.
We want to thank you for your patience, and we will be back in touch ahead of season opening.
Merlin Accessibility Team
