Merlin Entertainments operates Alton Towers, Chessington World of Adventures and Legoland Windsor.
The company’s Ride Access Pass helps visitors with medical conditions skip long queues.
But this half-term, only guests with “difficulty standing,” “level access,” or “urgent toilet needs” will automatically qualify.
Those with “difficulty with crowds,” will need alternative support, like quiet spaces or companion tickets.
Merlin says this is not a change, but a trial.
Rob Smith, Chief Operating Officer, Merlin Entertainments, said:
“Our guests with additional accessibility needs have increasingly told us that the Ride Access Pass simply isn’t working for them, particularly as demand has grown and queue times for these guests have increased. We have listened to this feedback and have been looking at how we can improve the system and find a solution that is in the best interests of all guests. That’s why we are making some positive changes including a new digital app and a transparent availability calendar to improve clarity and help families plan with confidence.
“We are also trialling a refined eligibility criterion during the brief opening period of February half term, however we recognise this has raised concerns for some guests. 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. This is an ongoing journey, and we continue to listen, learn and adapt by working closely with our guests and trusted accessibility experts to better understand individual needs and put the right support in place.”
