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Alton Towers is introducing new restrictions for its disability queuing system during the upcoming February half-term, which will affect some visitors with conditions such as autism, ADHD, and anxiety. The theme park, operated by Merlin Entertainments, offers a ride access pass designed to assist guests who find queuing difficult due to disabilities or medical conditions. However, an increasing number of requests for this pass has prompted the company to trial changes aimed at managing demand and improving effectiveness.
Previously, individuals who struggled with crowds qualified for the ride access pass, but under the new trial, only those with “difficulty standing,” “level access,” or “urgent toilet needs” will be eligible. Visitors whose primary challenge relates to sensory overload or anxiety caused by crowds will no longer be able to use the queuing system and instead will be directed to guest services for tailored support. Similar restrictions will also be implemented at other Merlin parks, including Chessington World of Adventures and Windsor Legoland.
The decision to limit access to the pass has drawn criticism from disability advocates. Henry Shelford, CEO of the ADHD UK charity, expressed concern that this exclusion leaves out a substantial group of people who require accommodation. He emphasized the particular difficulties queuing poses for individuals with ADHD, highlighting that “as an adult with ADHD, I can tell you there’s a whole lot of stuff I haven’t done because I can’t face the queuing” and that the inability to move freely makes the experience “very difficult for me as an adult. And it’s near impossible for children and others.”
Merlin points out that while all visitors can purchase a “Fastrack” pass to bypass queues, these cost an additional £35 or more on top of entry fees. The recent policy update is partly influenced by changes from Nimbus, a widely recognized disability access card provider. Nimbus has revised its categories, separating “difficulty standing” (a physical issue) from “difficulty with crowds” (commonly associated with neurodivergence or anxiety). Merlin acknowledges the concerns raised by the new eligibility criteria and affirms its ongoing commitment to supporting neurodiverse guests and those with mental health needs. Rob Smith, Merlin’s chief operating officer, stated the company is listening to feedback and will review the approach after the half-term trial concludes, aiming to ensure inclusive experiences for all visitors when the main season begins in March
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