Merlin Entertainments Slammed Over New Disability Access Rules
Merlin Entertainments, the giant behind London’s hottest spots like Madame Tussauds, Alton Towers, Thorpe Park, and Legoland, is under fire for its revamped disability access scheme.
New RAP System Sparks Chaos and Complaints
The company rolled out a new Ride Access Pass (RAP) designed for guests who struggle to queue due to physical, learning, or emotional disabilities. This pass lets visitors wait virtually rather than stand in long lines—yet it no longer guarantees immediate ride access.
Before, Merlin’s disability access was covered by a single broad eligibility category. Now, partnering with third-party provider Nimbus, they’ve split it into two distinct symbols: “Difficulty Standing” and “Difficulty with Crowds.”
Neurodivergent Visitors Slam New Criteria
While Nimbus claims the overhaul followed a two-year trial aiming to offer more tailored support amid rising demand, many visitors with hidden or neurodivergent disabilities say the new rules make it harder to get the help they need.
“The revised system is leaving vulnerable guests without the help they need,” said one upset visitor.
Merlin Pledges Review Ahead of Busy Season
Merlin Entertainments admits increased demand drove the changes but promises ongoing tweaks. A company spokesperson said, “We remain committed to supporting neurodiverse guests,” confirming a full system review before the March peak season kicks off.
