Merlin Entertainments is overhauling its theme park queuing system for guests with additional accessibility needs across its UK resorts.
A new digital approach aims to change how visitors experience resort attractions by reducing the time spent in physical lines, responding directly to recent increases in demand for accessibility services.
Slated for a full rollout in 2027, the updated Ride Access Pass (RAP) system will enable users to queue virtually via a dedicated mobile application. The existing eligibility criteria will remain unchanged. Merlin plans to eventually remove the requirement for guests to pre-book a pass slot in advance once the digital framework proves its effectiveness in managing visitor flow.
The current process requires guests to pre-book specific slots and utilise a reverse queue method, where they ride first and then wait before accessing another attraction. The incoming system aligns the wait time for access pass users with the standard queue duration. This operational change allows guests to spend their wait time in quieter or more accessible areas of the theme park rather than remaining in a busy physical queue.
App notifications will alert users when they are nearing the front of the virtual queue and need to make their way to the ride. Upon arrival, a designated merge host will assist them in joining from the access entrance. To facilitate this process, Merlin is investing in new, separate queue lines specifically for access users to streamline the experience. The system allows users to ride with up to three companions, accommodating a total of four people per time slot on the mobile app.
Initial testing begins at Alton Towers at the end of this year, ahead of the broader UK implementation in 2027. The operator will gather feedback from participants via the app and email surveys to refine the process before the peak summer season.
Listening to accessibility experts
Merlin developed the system after consulting with disability experts, charities, and industry partners, including Disability Rights UK, Scope, ADHD UK, and the National Autistic Society.
Lisa Myers, Head of the National Autistic Society: Learn, commented on the development. “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. 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.”
John McLachlan, Interim Chief Executive Officer of Scope, added: “Scope is pleased to have been involved in discussions on Merlin’s plans to update its Ride Access Pass. We welcome Merlin’s commitment to making reasonable adjustments that help disabled visitors access and enjoy attractions on an equitable basis. These changes represent a positive step in removing unnecessary barriers to improve the experience of disabled visitors.”
Martin Austin MBE, Chief Executive of Nimbus Disability, which sponsored the Best New Accessibility Initiative category of the UK Theme Park Awards, said: “Accessibility is always evolving, and we welcome Merlin’s commitment to listening to disabled guests and exploring practical ways to improve their experience. It is clear that the new virtual queuing approach will provide greater flexibility for many guests, and the intention to phase out the pre-booking requirement is also a positive step. We look forward to continuing our partnership with Merlin as the changes are rolled out – playing our part in verifying eligibility to help more families have wonderful days out at their attractions.”
Rob Smith, Chief Operating Officer at Merlin Entertainments, confirmed the changes were driven by visitor feedback. “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. This new virtual queuing approach has been 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.”
