Merlin Entertainments has announced a significant trial at its UK theme parks that will temporarily alter access arrangements for visitors with certain neurodiverse conditions. During the February half-term holidays, guests with autism, attention deficit hyperactivity disorder (ADHD), or anxiety will be excluded from using the disability fast lane passes at Alton Towers and other Merlin-operated sites.
Changes to Ride Access Pass System
The company, which operates several major UK attractions including Alton Towers in Staffordshire, Chessington World of Adventures, and Windsor Legoland, has traditionally provided a "ride access pass" to visitors who experience difficulty queuing due to disabilities or medical conditions. This system allows guests to book virtual queue slots and wait away from crowded areas with up to three companions.
However, Merlin has reported growing challenges with this approach. Company representatives explained that demand for these accessibility passes has increased substantially, leading to longer queue times for those with additional needs. Many disabled visitors have reportedly found the digital pass system "simply isn't working for them" under current conditions.
New Trial Parameters
During the trial period from 14 to 22 February, the ride access pass will be reserved exclusively for guests with specific physical accessibility requirements. These include visitors who have "difficulty standing," require "level access," or have "urgent toilet needs" due to medical conditions.
For neurodiverse visitors who primarily experience "difficulty with crowds," Merlin will implement alternative support measures. Affected guests will receive one free "essential companion" ticket and gain access to specially designated sensory rooms and quiet spaces throughout the parks.
Industry and Advocacy Response
Christine Flintoft-Smith, head of autism accreditation and projects at the National Autistic Society, acknowledged concerns about the changes while noting her organization's ongoing relationship with Merlin. "We met with Merlin to raise concerns directly and to hear their plans for the future," she stated, emphasizing the company's historical commitment to creating autism-friendly environments.
Flintoft-Smith expressed cautious optimism about Merlin's responsiveness, noting that the company "is listening to feedback from autistic visitors" and has committed to reviewing the new arrangement after the February half-term period.
Company Commitment and Review Process
Rob Smith, chief operating officer at Merlin Entertainments, recognized that the changes "raised concerns for some guests" while reaffirming the company's dedication to supporting neurodiverse visitors and those with mental health needs. "Our commitment to supporting neurodiverse guests and those with mental health needs remains," Smith asserted.
The company has pledged to carefully monitor feedback during the trial period and maintain the approach "under review ahead of our main season openings in March." Smith emphasized Merlin's "deep commitment to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions."
For visitors seeking to bypass queues without using disability access passes, Alton Towers continues to offer paid "Fastrack" options starting at £35 in addition to standard admission prices. The accessibility trial results and any potential permanent changes will be evaluated following the half-term holiday period.
