Merlin Entertainments, the global family of destinations, experiences and attractions, is set to introduce a new queuing system for Ride Access Pass (RAP) users across its UK resort theme parks

Rolling out in 2027, the new RAP system will allow users to queue virtually with an easy-to-use app, reducing time spent in physical queues. No changes will be made to eligibility criteria, and the intention over time is to remove the requirement to pre-book a RAP slot in advance, once the system has proven effective.

The system has been designed following feedback from RAP users, and in recognition of increased demand over recent years. Ahead of finalising the changes, Merlin engaged with disability experts, charities and industry partners, including Disability Rights UK, Scope, ADHD UK, and the National Autistic Society, and their feedback has supported the development of a practical system that improves the guest experience for those requiring additional support.

Lisa Myers, Head of National Autistic Society: Learn, said: “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, said: “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.”

These changes, once fully rolled out, will replace the current system, which requires RAP guests to pre-book slots and ‘reverse queue’ – where they ride first and then must wait before being able to access their next ride.

Under the new system, the wait time for RAP users will be the same as for those in the standard queue, while offering those with additional needs the flexibility to ‘virtual queue’ in quieter or more accessible parts of the park. They will then be notified on the app when they are near the front of the queue and therefore need to make their way to the ride. When they arrive, a designated merge host in each location will then support them in joining the queue from the RAP entrance. This will be bolstered by investment in new separate queue lines for RAP users to make the process as streamlined and consistent as possible.

RAP users will still be able to ride with up to three companions, meaning up to four people can be given their own time slot through the user’s RAP app.

The first stage of the rollout will get underway at Alton Towers at the end of this year, before the full implementation in 2027 ahead of the peak summer season. As part of this, Merlin will be welcoming feedback from RAP users on this initial stage through the RAP app and email surveys, so the new approach can be refined over time.

Martin Austin MBE, Chief Executive of Nimbus Disability, 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, said: “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. “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.

“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.”

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