Alton Towers is to trial changes to its disability ride access pass during the February half-term, excluding people with autism, ADHD, and anxiety from using the fast-lane queueing system. The park, run by Merlin Entertainments, will instead offer these guests a free essential companion ticket and access to sensory rooms and quiet spaces.
The ride access pass allows visitors who have difficulty queueing due to a disability or medical condition to book a slot on a virtual queueing system, enabling them to wait away from crowded queues. Merlin said disabled visitors with additional accessibility needs have reported that the digital pass is not working for them, particularly as demand has grown and queue times have increased.
Under the trial, which runs from 14 to 22 February, the pass will be reserved for guests who have difficulty standing, require level access, or have urgent toilet needs. Those with difficulty with crowds will no longer qualify. The changes will also apply at Chessington World of Adventures and Windsor Legoland, also owned by Merlin.
Christine Flintoft-Smith, head of autism accreditation and projects at the National Autistic Society, acknowledged concerns but said the group has met with Merlin to raise issues directly. She noted that Merlin has committed to reviewing the arrangement after the half-term trial. Rob Smith, Merlin's chief operating officer, said the company remains committed to supporting neurodiverse guests and will keep the approach under review.
