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Ride Access Pass and Disabled Access - 2026 Discussion

Regardless of the context, u-turning a decision before the updated process had really been tested is a bizarre decision. Merlin had already annoyed a large segment of RAP users with this change. This u-turn is going to annoy a different group of its customers. It also signals to customers that if they do complain enough, Merlin will walk back proposed changes. My guess is this u-turn will make any future changes even harder to implement.
 
Slackjawedyokel said:
If the problem is that Merlin thinks there are too many customers with RAP passes who would be able to wait in the standard queue lines, and who probably use their ‘time outs’ not to attend to their needs but to go on short-queue rides using the standard queue, would a solution be to bar RAP users (and their party) from any ride (except maybe the ones that move you around the park such as the Skyline etc) for the duration of their time out?
This would obviously mean that everyone would have to scan their ticket to gain access to every ride.
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The problem with that is it requires some way of differentiating normal from RAP guests, we have had plenty of these types of ideas floated on this before (I seem to remember a bluetooth idea, or wrist band)

But the problem is that none of these methods are perfect, wrist bands can be easily covered, bluetooth could not be detected or be activated falsely (if you walk past a queue) and require a device with bluetooth.

You suggest everyone scanning a pass, but as far as i can tell there isn't any differnce in the ticket of a normal vs rap person which could make it difficult and you have then got to scan everyone's ticket repeatedly, this causes throughput abd experience problems for BPB imagine how much worse it would be if it was introduced at alton towers
 
It's not about making it impossible to abuse, adding extra barriers helps
flyingguitar said:
The problem with that is it requires some way of differentiating normal from RAP guests, we have had plenty of these types of ideas floated on this before (I seem to remember a bluetooth idea, or wrist band)

But the problem is that none of these methods are perfect, wrist bands can be easily covered, bluetooth could not be detected or be activated falsely (if you walk past a queue) and require a device with bluetooth.

You suggest everyone scanning a pass, but as far as i can tell there isn't any differnce in the ticket of a normal vs rap person which could make it difficult and you have then got to scan everyone's ticket repeatedly, this causes throughput abd experience problems for BPB imagine how much worse it would be if it was introduced at alton towers
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Just a quick point regarding some of the recent discussion about the nuances of how the RAP system works (which I have no idea about as I have never used it!). There has been some great detail shared but as a reminder of Craig's previous post here and post in Guest Services, it is focussing on a very specific point on something that none of us truly know the inner workings of.

I know discussion has started to move on, so all I request is that we leave that where it was and continue discussing the wider issues with RAP going forward.

Thank you!
 
imanautie said:
It's not about making it impossible to abuse, adding extra barriers helps
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but my point was that most of those solutions were impractical.

merlin could invest millions into a hyper smart Bluetooth system to counteract RAP, but that wouldn't be productive, and limits RAP to people who have phones with Bluetooth, and it could probably be disabled by turning Bluetooth off.

Merlin could insist that everyone has their ticket and scans them at the entrance, but that adds an addition expenditure and add a huge bottleneck to the queues whilst also requiring your average guest to carry round their ticket constantly getting it out causing significant guest dissatisfaction.

the wrist band is the only one which could be feasible, but it is so easily overcome (guests hiding the bands, staff not paying attention, etc) they may as well not be there
 
Benjsh said:
This topic is getting like a GCSE Maths paper.....

" If Train A was travelling at 70Mph and Train B was travelling at 60mph etc"


This is the a real minefield now but I genuinely believe they'd stumbled onto something a little better with the announced changes. However they were always going to U-turn due to the way society is in 2026. Didn't expect it pre half term but I knew they'd cave in.
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Unfortunately difficult conversations we used to be able to have get immediately shut down these days. Ask any of the virtue signallers how to actually make the RAP system work and they either deny there is any problem or come up with no ideas. The majority of complaint emails to Merlin posted publicly online consisted of just complaints and no suggestions on how they could make RAP a better experience for all. Common sense and initiative appears to be a thing of the past.
 
RIPCorky said:
Unfortunately difficult conversations we used to be able to have get immediately shut down these days. Ask any of the virtue signallers how to actually make the RAP system work and they either deny there is any problem or come up with no ideas. The majority of complaint emails to Merlin posted publicly online consisted of just complaints and no suggestions on how they could make RAP a better experience for all. Common sense and initiative appears to be a thing of the past.
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Honestly doesn't seem like merlin are genuinely interested in hearing from us, they do constantly go out saying they are, but like we've seen with these recent changes, they've not actually reached out to some of the obvious people in the community an operator genuinely wanting to do the right thing would do.

That said a fair few of us impacted by the change (and even a few not) have long been making some suggestions to merlin, which even some operational staff admit would probably benefit everyone on both the rap and not rap guest side, the Parks do want to do better (with perhaps then exception of current thorpe management), but as others have mentioned here they are constrained by the merlin one company one system methodology.
 
Why exactly do Thorpe not have a desire to do better?
I find general access there far better than at the Towers, where I have to rely on the slow opening skyride for access.
 
rob666 said:
Why exactly do Thorpe not have a desire to do better?
I find general access there far better than at the Towers, where I have to rely on the slow opening skyride for access.
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Surely that's down to the geology of the location, rather than a management choice?
 
Partly down to the topology of the site...flat and comparatively small.
More a query regarding Thorpe management "don't try to do better".
I have had access issues at Alton regarding a number of matters, none at Thorpe.
Why do Thorpe management not put the effort in?
 
imanautie said:
they've not actually reached out to some of the obvious people in the community an operator genuinely wanting to do the right thing would do.
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In fairness Merlin reached out to all RAP users with a survey asking for suggestions (though i understand not all received it).

They responded with the “U-turn” because presumably it disproportionally affected more of their customers and they are a business. It’s not about doing the “right” thing which is ultimately subjective.

Was it simply a louder minority complaining? Are those with greater need in a worse position? Without full transparency we can’t know but it’s quite apparent there is no easy solution and some groups will never be satisfied.
 
Bowser said:
In fairness Merlin reached out to all RAP users with a survey asking for suggestions (though i understand not all received it).

They responded with the “U-turn” because presumably it disproportionally affected more of their customers and they are a business. It’s not about doing the “right” thing which is ultimately subjective.

Was it simply a louder minority complaining? Are those with greater need in a worse position? Without full transparency we can’t know but it’s quite apparent there is no easy solution and some groups will never be satisfied.
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The issue is the survey came out after the fact.

If this was being planned then communication regarding it should've started when Nimbus were changing the symbols to ensure people weren't being caught out. Rather than just suddenly changing it the same day that everyone is booking their slots.

Trying to lock the gate after the horse has bolted is very Merlin though.
 
A work colleague was saying they visited a small US park which ran a +1 access scheme but extended to +3 if the other two riders are under 16.
That could maybe be a small change Merlin could look at?

Or +3 for family rides and +1 for the 1.4’s
 
I would argue that unless they are a child, or otherwise need a single carer, RAP users should be a single riders. No free fastracks for anyone.
..... unless they go back to free fastrack for everyone. But we know that won't happen.
 
DiogoJ42 said:
I would argue that unless they are a child, or otherwise need a single carer, RAP users should be a single riders. No free fastracks for anyone.
..... unless they go back to free fastrack for everyone. But we know that won't happen.
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Then staff take all responsibility for them during an evacuation which I suspect the insurers will have issues with.
 
Dave said:
Then staff take all responsibility for them during an evacuation which I suspect the insurers will have issues with.
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Oh, anyone who would need a carer for evac gets their +1, that's only fair. Though surely the staff should be responsible for knowing how to evac people anyway? It's not as if the rest of us are just left to "figure it out on our own".
 
DiogoJ42 said:
Oh, anyone who would need a carer for evac gets their +1, that's only fair. Though surely the staff should be responsible for knowing how to evac people anyway? It's not as if the rest of us are just left to "figure it out on our own".
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Guests need to be able to clearly follow instructions from staff during a ride evacuation. If a disabled guest is not able to do that for any reason, it is the carers' responsibility to convey the instructions to them. Also, staff are (understandably) not allowed to lift or carry guests, which again is the carers' responsibility.
 
Counter argument: if the cannot follow safety instructions, they should not be allowed to ride in the first place.
 
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