Alton Towers Implements Major Change to Disability Queuing System
One of the United Kingdom's most prominent theme parks has announced a significant alteration to its disability access system, which will prevent certain visitors from utilizing a free pass designed to bypass lengthy queues. Alton Towers, operated by Merlin Entertainments, will restrict individuals with specific conditions such as ADHD, anxiety, and autism from accessing the ride access pass during the upcoming February half-term period.
New Eligibility Criteria Based on Updated Access Card Symbols
Merlin Entertainments, which manages Alton Towers alongside other major UK attractions like Chessington and Legoland, provides a complimentary "queuing adjustment" pass for guests who face challenges waiting in physical lines due to disabilities or medical conditions. This pass permits the holder and up to three additional companions to join a virtual queue instead of standing in a traditional line.
The entertainment company has reported a substantial increase in the number of requests for these passes. Disabled visitors have expressed concerns that the system "simply isn't working for them" because queue times for these guests have extended significantly.
This policy shift coincides with changes implemented by Nimbus, the organization responsible for issuing access cards. Nimbus has divided its previous "standing and queuing" icon into two distinct categories. The new "difficulty standing" symbol is designated for applicants whose mobility impairments make prolonged standing difficult or impossible, allowing them to skip queues.
Conversely, the "difficulty with crowds" icon is allocated to individuals who struggle in crowded environments or queues, often due to neurodivergence, anxiety, or other non-physical conditions. Visitors whose cards display only the "difficulty with crowds" symbol will no longer qualify for the virtual queue pass and have been instructed to seek personalized assistance at guest services.
Trial Period and Alternative Support Measures
Merlin Entertainments will trial these new eligibility criteria during the February half-term and review the approach before March. Throughout this trial period, the park will accept only those with Nimbus symbols indicating "difficulty standing," "level access," or "urgent toilet needs."
On its official website, Alton Towers affirmed its ongoing commitment to making a positive impact where possible. The theme park stated: "We will provide alternative adjustments designed to ensure comfort, dignity, and an enjoyable experience for all."
Other visitors will continue to queue normally, and all park attendees have the option to purchase a "Fastrack" pass for £35 to skip lines. The chief executive of the ADHD UK charity, Harry Shelford, expressed strong criticism of this decision, telling the BBC that "a group of people will be excluded because of this lack of accommodation."
Shelford elaborated: "It's different from a child just not being happy about it, because no one likes queuing. When a kid has ADHD, their energy and their focus makes [queuing] just impossible. 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. I have a need to move all the time, and being penned in in that way is very difficult for me as an adult. And it's near impossible for children and others."
Company Response and Future Review
Rob Smith, chief operating officer at Merlin Entertainments, responded: "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. We remain deeply committed to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions."
The trial period will serve as a critical evaluation phase, with potential adjustments based on guest feedback and operational assessments before the main season commences in March.
