Alton Towers Halts Ride Access Pass Changes Following Public Outcry
Alton Towers has announced it is pausing a controversial trial that would have restricted eligibility for its Ride Access Pass (RAP) system. The Staffordshire theme park, operated by Merlin Entertainments, had planned to implement new rules during the February half term.
Proposed Changes Spark Immediate Criticism
The proposed trial would have limited RAP passes primarily to guests with "difficulty standing," "level access" needs, or "urgent toilet needs." Notably, it would have excluded those citing "difficulty with crowds" as their primary reason for requiring assistance.
Merlin Entertainments stated the changes were necessary because demand for the passes had "massively increased" in recent years. The company argued that the current system was failing, with guests with disabilities reporting excessively long wait times that sometimes exceeded those in the standard queues.
Mixed Reactions and Vocal Opposition
While some visitors supported the move, claiming the system had been abused, a significant backlash emerged swiftly. Parents of children with conditions such as ADHD, anxiety, and autism expressed anger and disappointment.
One parent described the proposal as a "kick in the teeth," a sentiment echoed in a post shared by Autism West Midlands. This feedback highlighted the deep concerns within the neurodiverse community about being excluded from essential accessibility support.
Merlin Entertainments Announces Pause and Apology
In response to the widespread criticism, Rob Smith, Chief Operating Officer of Merlin Entertainments, confirmed the trial has been halted. "We have therefore decided to pause the trial while we explore alternative options," Smith stated.
He acknowledged the feedback received: "We've listened carefully to the extensive feedback and wide range of opinions from our RAP community... We are sorry. We will keep listening, learning and improving."
The Underlying Problem and Future Consultation
Smith emphasized that the need for systemic change remains urgent. "The RAP system is under huge pressure, and we need a better long-term solution," he explained. The current high demand has made bookings harder to secure and has led to inconsistent wait times.
Instead of proceeding with the trial, Merlin Entertainments is launching a broader consultation with the accessibility community, industry experts, and partners. Smith noted this is a sector-wide challenge requiring collaborative solutions.
"Our commitment to supporting our guests with accessibility needs remains our absolute focus," Smith concluded, signaling the company's intent to find a more inclusive and effective path forward for the Ride Access Pass system.
