Overview
- Merlin halted a planned change to Ride Access Pass eligibility and issued an apology following strong criticism from affected families and advocates.
- The paused trial would have removed virtual queuing for guests whose Nimbus Access Card shows “difficulty with crowds” at Alton Towers, Legoland Windsor, Thorpe Park and Chessington.
- The company says RAP demand has surged, with some pass users waiting longer than main queues, driving a search for a more workable system.
- During the review, Merlin will keep recognizing the Access Card crowd symbol for RAP and will consult disabled guests, accessibility specialists and industry partners.
- More than 25,000 people signed a petition opposing the change, arguing that alternatives like companion tickets, sensory rooms and quiet spaces would not substitute for virtual queuing.