Alton Towers, along with sister parks Chessington World of Adventures and Windsor Legoland, is implementing a trial program that will restrict access to its “ride access pass” – a disability queuing system – for individuals with autism, ADHD, and anxiety. The trial, set to run from to , aims to address growing wait times for all guests utilizing the pass, but has sparked immediate concern among disability advocates.
Merlin Entertainments, the parent company of the three theme parks, currently offers the ride access pass to visitors who have difficulty queueing due to a disability or medical condition. The pass allows guests and up to three companions to book a virtual slot and bypass traditional queues, waiting for their turn in a less crowded environment. However, the company states that demand for the pass has increased significantly, leading to longer wait times even for those it is intended to assist.
Under the new trial, access to the ride access pass will be limited to guests who experience “difficulty standing,” require “level access,” or have “urgent toilet needs.” Individuals who previously qualified based on “difficulty with crowds,” including those with neurodevelopmental conditions like autism and attention deficit hyperactivity disorder, will no longer be eligible for the fast-lane access during the trial period.
Merlin Entertainments is offering an alternative for those affected by the change: one free “essential companion” ticket and access to sensory rooms and quiet spaces within the parks. This move, however, has been met with skepticism by some, who argue that a quiet space does not address the core issue of queueing difficulties experienced by individuals with autism, ADHD, and anxiety.
The decision comes as theme parks grapple with balancing accessibility needs with the demands of a growing visitor base. While Merlin Entertainments acknowledges the concerns raised by the changes, they maintain their commitment to supporting neurodiverse guests and those with mental health needs. Rob Smith, chief operating officer at Merlin, stated the company is “listening carefully to this feedback and are committed to keeping this approach under review ahead of our main season openings in March.”
The National Autistic Society (NAS) has engaged with Merlin Entertainments regarding the trial. Christine Flintoft-Smith, head of autism accreditation and projects at NAS, acknowledged “the concerns of autistic people and their families about the changes,” but also noted the organization’s long-standing relationship with Merlin and their belief in the company’s commitment to inclusivity. NAS has worked with Merlin for “many years” and will continue to monitor the situation, with the understanding that the new arrangement will be reviewed following the February half-term trial.
The changes also highlight the complexities surrounding disability access in public spaces. Henry Shelford, chief executive of the ADHD UK charity, pointed out the unique challenges faced by individuals with ADHD in queuing situations. “It’s different from a child just not being happy about it, because no one likes queuing,” Shelford said. “When a kid has ADHD, their energy and their focus makes [queuing] just impossible.” He further emphasized the difficulties adults with ADHD face, stating that queuing can be a significant barrier to participation in activities.
The trial’s implementation across three major Merlin Entertainments parks – Alton Towers, Chessington World of Adventures, and Windsor Legoland – underscores the scale of the potential impact. While Merlin Entertainments frames the changes as a temporary measure to improve the overall experience for disabled visitors, the move has raised questions about the long-term implications for inclusivity and accessibility within the theme park industry.
For those seeking to avoid queues altogether, Alton Towers offers a “Fastrack” pass, which allows guests to skip the lines for an additional fee starting at £35 on top of the standard ticket price. However, this option presents a financial barrier for many families, particularly those already facing the costs associated with managing a disability.
The outcome of the trial, and whether Merlin Entertainments will extend or modify the new restrictions beyond the February half-term, remains to be seen. The company has indicated a commitment to reviewing the arrangement and considering feedback from guests and advocacy groups. The situation highlights an ongoing conversation about how best to balance the needs of all visitors while ensuring that theme parks remain accessible and welcoming to individuals with diverse abilities.
