Alton Towers to Trial Exclusion of Autism and ADHD Guests from Disability Fast Lane
Merlin Entertainments has announced a controversial trial at Alton Towers that will prevent people with autism, ADHD, and anxiety from using fast-lane disability queueing passes during the February half-term holidays. The trial, running from 14 to 22 February, aims to address growing demand and increased queue times for guests with additional accessibility needs.
Changes to Ride Access Pass System
Currently, Merlin provides a ride access pass to visitors who struggle with queueing due to disabilities or medical conditions. This pass allows guests to book virtual slots and wait away from crowded queues with up to three companions. However, the company reports that disabled visitors have expressed concerns, stating the digital system is not working effectively as demand has surged and wait times have lengthened.
Under the new trial, the pass will be reserved exclusively for guests with difficulty standing, level access requirements, or urgent toilet needs. Those who have difficulty with crowds, including individuals with neurodiverse conditions, will no longer qualify for the fast-lane pass. Instead, they will receive one free essential companion ticket and gain access to sensory rooms and quiet spaces within the park.
Expansion to Other Merlin Parks
The trial will not be limited to Alton Towers; it will also be enforced at Chessington World of Adventures and Windsor Legoland, both operated by Merlin Entertainments. This move has sparked debate among disability advocates and visitors, raising questions about inclusivity and support for neurodiverse guests.
Reactions from Advocacy Groups and 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. She stated that NAS met with Merlin to raise concerns directly and hear their future plans. Flintoft-Smith emphasised Merlin's long-term commitment to creating autism-friendly environments, noting that the company will review the arrangement after the half-term period.
Rob Smith, chief operating officer at Merlin, recognised that the changes have raised concerns for some guests. He affirmed Merlin's commitment to supporting neurodiverse guests and those with mental health needs, promising to listen to feedback and keep the approach under review ahead of the main season openings in March. Smith reiterated the company's dedication to inclusive experiences and ensuring all guests feel supported.
Alternative Options and Review Process
Visitors to Alton Towers can still opt to purchase a Fastrack pass, which allows queue skipping but starts at an additional cost of £35 on top of the standard ticket price. Merlin has confirmed that the trial approach will be thoroughly reviewed after the half-term holidays, with potential adjustments based on guest feedback and operational outcomes.
This trial highlights ongoing challenges in balancing accessibility needs with operational efficiency in theme parks, as companies like Merlin seek to adapt to increasing demand while maintaining inclusive practices.
