3 hours ago
5
People with attention deficit hyperactivity disorder (ADHD), anxiety and autism will be prevented from using fast-lane disability queueing passes at Alton Towers during a trial over the February half-term holidays.
Merlin Entertainments, which runs the theme park in Staffordshire, provides a “ride access pass” to visitors who have difficulty queueing due to a disability or medical condition.
The pass allows guests to book a slot on a virtual queueing system for themselves and up to three companions. They are then allowed to wait for their turn away from often crowded queues.
But the company said disabled visitors with “additional accessibility needs” have said the digital pass “simply isn’t working for them, particularly as demand has grown and queue times for these guests have increased”.
People who have “difficulty with crowds” have so far been provided with access to the pass.
But under a trial that will run during the half-term holidays from 14 to 22 February, Merlin will reserve the pass for guests who have “difficulty standing”, “level access” or “urgent toilet needs”.
People who have difficulty with crowds will instead be given one free “essential companion” ticket and will have access to sensory rooms and quiet spaces at the park.
The changes will also be enforced at Chessington World of Adventures and Windsor Legoland, which are also run by Merlin.
Christine Flintoft-Smith, head of autism accreditation and projects at the National Autistic Society (NAS), acknowledged “the concerns of autistic people and their families about the changes”, adding that the group “met with Merlin to raise concerns directly and to hear their plans for the future”.
Flintoft-Smith emphasised that NAS has worked with “Merlin for many years, so we know how committed the team is to ensuring that their facilities are friendly and welcoming for autistic visitors”.
She continued: “We are pleased that Merlin is listening to feedback from autistic visitors to their sites on the changes, and have said they will review the new arrangement after the February half-term.”
Rob Smith, chief operating officer at Merlin, also recognised changes “raised concerns for some guests”.
“Our commitment to supporting neurodiverse guests and those with mental health needs remains,” he said.
“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.”
Visitors to Alton Towers can opt to buy a “Fastrack” pass to skip the queues, but these start at an extra £35 on top of the ticket price.
The approach will be reviewed after the half-term holidays.
