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Merlin Entertainments has reconsidered its plans to tighten the eligibility requirements for its Ride Access Pass (RAP), a system designed to help guests who cannot wait in long queues at its theme parks. This decision came after significant backlash from individuals with autism, ADHD, anxiety, and their families, who voiced concerns that the changes would unfairly exclude many users. The parks affected by the proposed update include popular destinations such as Alton Towers, Chessington World of Adventures, and Legoland Windsor.
The company had initially intended to restrict RAP access for visitors whose only issue was “difficulty with crowds,” effectively eliminating eligibility for those with certain neurodivergent conditions without physical disabilities. However, after receiving extensive feedback, including more than 25,000 signatures on an online petition, Merlin announced it would pause the trial and explore alternative solutions. The firm’s chief operating officer, Rob Smith, emphasized the importance of accessibility improvements but acknowledged that the current system was not functioning well, saying, “They’ve told us loud and clear that the current system isn’t working.”
Smith also conveyed an apology to those affected by the announcement and explained that while the Ride Access Pass is currently under substantial demand, which at times leads to longer waits than the main queue, it is crucial to take time to reflect on user feedback. Merlin plans to engage in a wider consultation involving disabled guests, accessibility experts, and other operators in the attractions sector to develop a more effective and inclusive system.
The controversy arose after the disability access card provider Nimbus Disability updated its access card system by dividing the previous “standing and queuing” category into two: “difficulty standing” for physical needs and “difficulty with crowds,” often related to neurodivergence or anxiety. Merlin was considering adjusting RAP eligibility based on these new classifications. Martin Austin, managing director of Nimbus Disability, noted the evolving nature of accessibility and welcomed Merlin’s openness to feedback, stating, “Accessibility is constantly evolving and improving, and we welcome Merlin’s willingness to listen to feedback.” The British Association of Leisure Parks, Piers & Attractions (BALPPA) also highlighted that increasing demand on accessibility measures is a challenge across the industry, not only for Merlin’s parks. Moving forward, Merlin will maintain its current RAP criteria, including recognition of the “crowd” symbol on the Access Card, assuring visitors through a video message that the company remains committed to serving guests with disabilities
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