Merlin Entertainments has announced a significant reversal of its recent decision to impose stricter eligibility requirements for its Ride Access Pass (RAP) at its theme parks. This decision comes after substantial backlash from individuals with autism, ADHD, and anxiety, who expressed concerns that the changes would hinder their access to essential services during visits.
Original Proposal Draws Criticism
The proposed changes aimed to limit access to the RAP for visitors who only indicated they had “difficulty with crowds.” This would have affected guests at popular attractions such as Alton Towers, Chessington World of Adventures, and Legoland Windsor during the busy half-term period. Many families voiced their alarm, stating that the adjustments could exclude neurodivergent individuals from a system that is vital to their enjoyment and participation in the parks.
In response to the uproar, Merlin stated that it had “listened carefully to the extensive feedback” and decided to temporarily halt the trial as it seeks alternative solutions. Rob Smith, the company’s chief operating officer, conveyed an apology to those affected, acknowledging that the proposed changes were met with overwhelming disapproval from the RAP community.
Company Acknowledges the Need for Change
While Merlin recognised the necessity of updating its disability access protocols, Smith affirmed that the feedback indicated a desire for improvement rather than restriction. “Whenever we make changes to the Ride Access Pass, it’s because we genuinely want to enhance the experience for guests who rely on it,” he explained. He added that current pressures on the RAP system have led to longer waiting times for some visitors, which the company aims to address.
Merlin has committed to a broader consultation involving disabled guests, accessibility experts, and other industry stakeholders to explore more effective solutions that cater to all visitors’ needs. The aim is not only to refine the RAP system but also to ensure that it remains inclusive and supportive for everyone who requires it.
Backlash and Industry Response
The backlash was sparked after BBC News reported on the initial proposal, leading many families to express their discontent. Charities advocating for the rights of disabled individuals warned that the changes could create unnecessary barriers in an already challenging environment. The Nimbus Disability organisation, which issues the access card used by Merlin, also highlighted its commitment to evolving the criteria used to assess access needs.
Managing director Martin Austin noted that the Access Card was developed to address frustrations around how disabilities are evidenced, reflecting a broader concern for accessibility in the leisure sector. The British Association of Leisure Parks, Piers & Attractions (BALPPA) echoed this sentiment, stating that while progress has been made in accessibility across British attractions, operational challenges continue to arise due to increasing demand.
Current Access Criteria
As it stands, Merlin will maintain its existing criteria for the RAP, including the acceptance of the Nimbus Access Card with the “crowd” symbol. Smith has released a video message to clarify the company’s decision and reassure visitors that their needs are being taken seriously.
Why it Matters
This reversal by Merlin Entertainments is crucial not only for the individuals it directly affects but also for the broader conversation surrounding accessibility in recreational spaces. By listening to the voices of those impacted, Merlin has demonstrated a commitment to inclusivity that other organisations might emulate. As the demand for accessible entertainment options continues to grow, it’s essential for companies to ensure that their policies reflect the diverse needs of all guests, fostering an environment where everyone can enjoy their experiences without barriers.
