Full Breakdown
Alton Towers Faces Backlash Over Changes to Disability Access Policy
2/12/2026, 9:16:55 PM
Proposed Changes Spark Public Outcry
Merlin Entertainments, the operator of Alton Towers, has faced significant backlash following proposed changes to its Ride Access Pass (RAP) system, which would affect visitors with hidden disabilities such as ADHD and autism. The new rules, which are currently being trialed during the February half-term, would render individuals with these conditions ineligible for the virtual queuing system that previously allowed them to avoid long wait times. Over 24,500 people have signed a petition opposing these changes, labeling them as "disgraceful."
Details of the New Policy
Under the revised RAP criteria, only visitors with specific Nimbus Access Card symbols indicating "difficulty standing" or "urgent toilet needs" would qualify for the virtual queue. Those with the "difficulty with crowds" symbol would be required to join the regular queue, which can involve waits of up to four hours. In lieu of the virtual queue, Merlin has proposed offering one free "essential companion ticket" and access to sensory rooms and quiet spaces for visitors with ADHD.
Criticism from Affected Families
Rebecca McAllister, a mother from Manchester with children diagnosed with ADHD and autism, expressed her discontent with the changes, stating that the new policy represents "the opposite of inclusion." She emphasized the overwhelming nature of theme park environments for neurodivergent children, citing the distress caused by long queues and crowded spaces. McAllister warned that if such policies become permanent, they could set a troubling precedent across the leisure industry, potentially marginalizing families with neurodivergent members.
Company Response and U-Turn
In response to the backlash, Merlin Entertainments announced a pause on the trial of the new RAP system, stating that they would explore alternative options after receiving extensive feedback from guests. Rob Smith, the chief operating officer, acknowledged the high demand for RAPs and the challenges faced by disabled visitors under the current system. He reiterated the company's commitment to inclusivity and improving the experience for all guests.
Official Statements & Responses
Merlin Entertainments has stated, "Whenever we make changes to the Ride Access Pass (RAP), it's because we genuinely want to improve the experience for guests who rely on it." The company plans to work closely with disabled guests and specialists to consider other solutions moving forward. McAllister, however, remains skeptical about the company's intentions, fearing that the changes could lead to further exclusion of those with hidden disabilities.
What's Next
As Merlin Entertainments reviews its policies, the company has committed to maintaining dialogue with the disabled community and accessibility experts. The outcome of this review will be crucial in determining how the RAP system evolves and whether it will adequately support visitors with hidden disabilities in the future.
