Just a week after Merlin Entertainments announced it would be trialing changes to its Rapid Access Pass (RAP) system, the company has decided to U-turn on the plans.
The theme park company runs some of the UK’s most popular attractions including Alton Towers, Legoland Windsor and Thorpe Park.
Merlin uses the RAP pass to offer guests who might find it difficult to stand in lines for rides ‘due to a disability or medical condition’ with a ‘queuing adjustment’ – often a virtual queue option for themselves and up to three additional members of their party.
But changes to the system, revealed by the Daily Mail last week, meant people with disabilities including ADHD and autism would possibly no longer be eligible for the RAP pass at any Merlin attractions, leaving them to stand in busy queues with other parkgoers instead.
Now, the company has revealed it would be pausing the trial, ‘while we explore alternative options,’ after considering feedback it had received from guests.
Rob Smith, chief operating officer of Merlin Entertainments said: ‘Whenever we make changes to the Ride Access Pass (RAP), it’s because we genuinely want to improve the experience for guests who rely on it.
‘They’ve told us loud and clear that the current system isn’t working.
‘Demand for RAPs is high and increasing, making RAP bookings harder to get and sometimes resulting in longer waits than the main queue. This isn’t the experience we want for anyone, and we’ve been working hard to a find better way forward.’
Last week, Merlin Entertainments announced it would be trialing changes to its Rapid Access Pass (RAP) system, but now, the company has decided to U-turn on the proposed plans
The proposed changes caused great upset from theme park goers who would be impacted by the proposed move, as well as families with neurodivergent children.
The theme park boss added: ‘We’ve listened carefully to the extensive feedback and wide range of opinions from our RAP community on the proposed trial and believe it’s important to take the time to fully reflect on this input.
‘We have therefore decided to pause the trial while we explore alternative options.’
Rob also explained how the system still needed to be changed because of the ‘huge pressure’ it was under, but Merlin would ‘fully reflect’ on the backlash to the trial.
He went on to apologise on behalf of the company and said: ‘For those who were impacted by our recent announcement, we are sorry.
‘We will keep listening, learning and improving. Our commitment to supporting our guests with accessibility needs remains our absolute focus.’
Merlin plans to work with disabled guests and specialists to consider other solutions.
Meanwhile, Martin Austin MBE, managing director of Nimbus Disability commented: ‘We developed the Access Card in response to frustrations shared by disabled people and venues about how disability was evidenced, and how needs for reasonable adjustments were communicated.
The theme park company, which operates major attractions like Alton Towers and Thorpe Park, said it would be pausing the trial ‘while we explore alternative options,’ after considering feedback it had received from guests
‘We recently updated the symbols on the Access Card following a two-year trial we initiated due to increased demand, and Merlin Entertainments has been considering how these criteria relate to its Ride Access Pass. It is for operators to decide how to tailor support to guests with additional needs, based on the specifics of their venues.
‘Accessibility is constantly evolving and improving, and we welcome Merlin’s willingness to listen to feedback, and commitment to explore ways to improve the experience they offer disabled guests.
‘Nimbus remains in close dialogue with Merlin and other operators, including through the British Association of Leisure Parks, Piers & Attractions, about how our Access Card can most effectively support operational and guest requirements.’
Last week, Merlin announced it would be testing a new system that only grant RAP passes to those with ‘Difficulty Standing’ which, according to Access Card provider Nimbus, ‘is allocated to applicants whose mobility impairment makes standing for prolonged periods difficult or impossible’.
Previously, a Standing and Queuing symbol was used by Nimbus and accepted by Merlin for the RAP pass, allowing those who are neurodivergent, for example, to access the adjusted queueing system.
Instead, the ‘Difficulty with Crowds’ symbol was ‘allocated to applicants who have difficulty being in crowded situations or queues, often due to neurodivergence, anxiety, or other non-physical conditions’.
The change impacted those with disabilities including ADHD and autism who would then possibly no longer be eligible for the RAP pass at popular parks like Alton Towers and Legoland Windsor.
The proposed changes caused great upset from theme park goers who would be impacted by the proposed move, as well as families with neurodivergent children
With the pause, Merlin will continue to accept those with the Difficult with Crowds symbol on their card for RAP.
At the time, Rob told the Daily Mail: ‘At Merlin, we are deeply committed to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions.
‘This is an ongoing journey, and we continue to listen, learn and adapt by working closely with our guests and trusted accessibility experts to better understand individual needs and put the right support in place.
‘Our guests with additional accessibility needs have increasingly told us that the Ride Access Pass simply isn’t working for them, particularly as demand has grown and queue times for these guests have increased. We have listened to this feedback and have been looking at how we can improve the system and find a solution that is in the best interests of all guests.
‘That’s why we are making some positive changes including a new digital app and a transparent availability calendar to improve clarity and help families plan with confidence.
‘We are also trialling a refined eligibility criterion during the brief opening period of February half‑term; however, we recognise this has raised concerns for some guests.
‘Our commitment to supporting neurodiverse guests and those with mental health needs remains. We are listening carefully to this feedback and are committed to keeping this approach under review ahead of our main season openings in March.’
