Merlin is introducing a new virtual queuing system for guests with accessibility needs across its UK theme parks in 2027.
The upgraded ride access pass (RAP) system will allow users to queue virtually via an app rather than in physical lines, with no changes to the eligibility criteria.
The system has been enhanced following feedback from RAP users and in response to increased demand in recent years.
It also comes after Merlin's controversial move to restrict access to its RAP system. The company faced significant criticism from individuals with autism, ADHD and anxiety, and later reversed its decision.
Merlin's upgraded ride access pass (RAP) system will allow users to queue virtually via an appMerlin
The new system will first be introduced to Alton Towers at the end of this year, before being fully implemented across Merlin's UK parks in 2027 ahead of the peak summer season.
Before finalising the updates, Merlin engaged with disability experts, charities and industry partners, including Disability Rights UK, Scope, ADHD UK, and the National Autistic Society.
"These changes represent a positive step in removing unnecessary barriers, to improve the experience of disabled visitors," said John McLachlan, interim CEO of Scope.
Lisa Myers, head of NAS Learn at the National Autistic Society, 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."
No changes to eligibility criteria
Currently, Merlin's parks offer a reverse queue system for RAP holders, with guests required to pre-book slots in advance and skip the ride queue, then wait before being able to access the next ride.
Under the new system, the wait time for RAP users will be the same as for those in physical queues. Guests can wait in quieter or more accessible areas of the park, and will be notified on the app when they are near the front of the queue.
Merlin said it intends to remove the requirement to pre-book a RAP slot in advance once the system has proven effective.
"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," said Rob Smith, chief operating officer at Merlin.
"This new virtual queuing approach has been designed in response to that feedback."
