Review Time
Thanks for your diagnosis on disabilities, I pray you never have to queue with Your autistic non-verbal child and have to communicate to them the best you can that they have to stand still when they don't understand why. I did this the first time without a fast pass, we will not return to any Merlin run establishment without apology or alternative. Disgusting behaviour on disability from a company, a huge step back for children with disabilities trying to be included.
Thanks for your diagnosis on disabilities, I pray you never have to queue with Your autistic non-verbal child and have to communicate to them the best you can that they have to stand still when they don't understand why. I did this the first time without a fast pass, we will not return to any Merlin run establishment without apology or alternative. Disgusting behaviour on disability from a company, a huge step back for children with disabilities trying to be included.
We have visited Merlin attractions for over 10 years with our five disabled children, all diagnosed with autism and ADHD. The Ride Access Pass was the only reason these visits were possible.Over the past few years, Merlin has made this system increasingly inaccessible by introducing limited pre-booked online slots that disappear immediately. This assumes families can plan weeks in advance. Families like ours cannot. Our children’s ability to cope is decided on the day, not weeks before.Now, the criteria and process have changed to the point where children with autism and ADHD who cannot queue are effectively excluded altogether. Without the Ride Access Pass, our children cannot safely attend any Merlin attraction.Merlin claims to be inclusive and supportive of disabled guests. Our experience is the complete opposite. A system that removes access for neurodivergent children and replaces it with rigid, inaccessible booking rules is not inclusive, it is discriminatory in practice.After more than a decade of loyal visits, we are now forced to stop attending because Merlin’s policies no longer accommodate disabled children like ours.
Why have you deemed it acceptable to exclude my autistic daughter from your park by removing the ride access pass for her? Have you checked with lawyers and they’ve told you it is now allowable to discriminate against neurodivergent disabilities but not ok to discriminate against physical disabilities?
You actually deserve 0 stars, but this is not an option. After having our custom for 12 years we are now cancelling our passes after you have decided that neurodivergent people are no longer eligible for the ride access pass. These people deserve better.
We are utterly devastated and disappointed in merlin for what they have done regarding the new changes to the ride access pass symbol criteria, My daughter is autistic and is a disabled person within the meaning of the Equality Act 2010. Due to her disability, she is unable to queue or tolerate crowded environments and has no understanding of waiting, which causes severe distress. She holds a Nimbus Access Card displaying the crowd/queue symbol, awarded only following assessment of extensive medical and professional evidence. This card clearly evidences that she cannot queue.As a result of Merlin Entertainments’ revised Ride Access Pass criteria, my daughter is no longer eligible for a Ride Access Pass at any Merlin attractions, As all rides require queuing, this policy change makes it impossible for her to access rides at the attractions. No reasonable alternative adjustment has been offered that would remove or adequately mitigate this barrier.This places my daughter at a substantial disadvantage compared to non-disabled visitors and constitutes a failure to make reasonable adjustments, contrary to sections 20 and 21 of the Equality Act 2010. Merlin Entertainments has an anticipatory duty to make reasonable adjustments for disabled people and must ensure that policies do not operate in a blanket or inflexible manner which disproportionately disadvantages disabled visitors.The reliance on generic measures referenced on Merlin websites, such as sensory rooms and fidget toys, is inadequate and legally insufficient. These measures do not enable access to the primary service provided by merlin attractions — namely, rides — and therefore do not constitute reasonable adjustments. Expecting a disabled child and her family to pay full admission price for an experience from which she is effectively excluded is unreasonable and discriminatory.Further, the refusal to recognise independently verified evidence from Nimbus Access Card, without offering an equivalent adjustment, strongly suggests that the revised policy prioritises administrative convenience over legal compliance. Policies which have the effect of excluding disabled people from accessing core services are unlawful where reasonable adjustments could be made.You have lost so many loyal customers over this.
I wish I could give it zero. Cancelled 3 gold memberships today after changes made to the RAP pass. I will not support a business that excludes neurodivergent people from the very support they need to access days out. My child has ASD, attends a specialist school, gets high rate care DLA, EHCP and has a blue badge is no longer eligible for RAP under the new rules rolled out by Merlin. Excluding one type of disability from support is discriminatory!! Shame on you Merlin!!
I have been a loyal Merlin customer for almost 10 years now. I genuinely went to Alton Towers about once a month and raved night and day about this place and the other Merlin theme parks. However, despite having a great 2024 season with actors, Bianca at the helm and great new attractions, things really went downhill in 2025. We lost yearly events, staff redundancies for SO MANY creative roles happened while AI has been implemented in advertisements and the food prices continued to soar despite the park serving literal prison food. The latest nail in the coffin is now the removal of most Merlin ride access pass users, specifically those with neurodiversity (autism, ADHD, etc). We are now very suddenly no longer eligible for the ride access past service, which is genuinely the only reason I've been able to go to Alton Towers at all for the past few years, because their ride capacity, crowds and queus are handled so incredibly poorly. I canceled my Merlin annual pass at the end of last year after a lot of the initially mentioned disappointments, and I'm now completely confident that I will never be returning to a Merlin attraction. Not only myself, but also lots of young guests with neurodiversity and other disabilities are now being shown exactly what Merlin thinks of us. They will never get another penny out of me.
Shame it is only one star I could give once a very great company and to visit their parks but that is now gone Food Quality has dipped since Aramark has come in, Rides Keep Breaking Down (Maintenance cuts obvious), Removed Entertainments and kept prebooking even many years after Covid Pandemic and the tip of the iceberg they have now changed their Ride Access Pass which don't include people with Autism/ADHD I luckily still get mine but won't be visiting them anymore.
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