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.
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