Alton Towers is introducing a virtual queuing system for visitors with disabilities, following feedback from pass holders and disability charities. The new system, announced by Merlin, the company that operates the theme park, will also be rolled out at Thorpe Park and Legoland next year.
Under the new arrangements, Ride Access Pass (Rap) holders will be able to queue for rides via an app, reducing the time they spend in physical queues. The eligibility criteria for the pass remain unchanged, covering people who cannot stand or who may find it difficult to stand for long periods due to a physical disability, learning impairment, or emotional impairment.
System shaped by disability experts and charities
The new system has been developed with input from disability experts, charities, and industry partners, including Disability Rights UK, Scope, ADHD UK, and the National Autistic Society. This follows an earlier controversy this year when concerns arose that people with conditions such as autism, ADHD, and anxiety might be removed from the eligibility criteria for the disability queuing system due to changes by a third-party operator. That situation never materialised.
Lisa Myers, head of the National Autistic Society, welcomed the move. "We are pleased that Merlin has consulted autistic people and their families about their queuing system and that the eligibility criteria for the Ride Access Pass will remain the same," she said. "This is an example of an adaptation that can make a real difference to autistic people, enabling them to access facilities and venues. We have worked with Merlin for many years so we know how committed the team is to ensuring their facilities are welcoming and inclusive for autistic visitors."
How the new virtual queue will work
Currently, Merlin parks operate a 'reverse queue' system for Rap holders, where visitors must pre-book a slot in advance to skip the queue for a ride, and then wait before they can access another ride. Under the new system, pass holders will wait for the same amount of time as those in physical queues, but they will be notified via the app when they are near the front. They will then join a separate queue using a dedicated entrance.
Rob Smith, chief operating officer at Merlin, explained the rationale behind the change. "Creating inclusive experiences is at the heart of what we do at Merlin and we want every guest to enjoy memorable days out at our attractions," he said. "Over the past few months, we have listened carefully to feedback from Rap users, disability charities and industry experts, and it's clear the current experience does not always provide the flexibility and comfort some guests need."
Impact on visitors and future rollout
Smith added that the new virtual queuing approach was designed in response to that feedback. "By providing a practical alternative that avoids Rap guests having to wait in physical queue lines, we believe it will significantly improve visits for these users and their families," he said. "We will continue to work closely with Rap users and advocacy groups as the rollout progresses, as part of our ongoing commitment to making our attractions as accessible and enjoyable as possible for everyone."
The new system is expected to be introduced at Alton Towers, Thorpe Park, and Legoland next year, with no changes to the eligibility criteria for the Ride Access Pass.
