A major UK Based theme park operator has sparked a huge online outcry after changing the way it supports visitors with disabilities — and families are feeling let down.
Who’s involved?
Merlin Entertainments — the company behind Legoland parks, Thorpe Park, Alton Towers, Madame Tussauds, Chessington World of Adventures and SEA LIFE centres — has updated its Ride Access Pass (RAP) system that helps guests who struggle with queueing.
What’s changed?
Previously there was one inclusive pass that covered anyone who found it hard to stand or queue — whether due to mobility issues, anxiety, neurodivergence, or emotional conditions. That pass gave access to a virtual queueing system where you wait outside the crowded line.
Now, the system has been split into two separate access symbols — one for difficulty standing and another for difficulty with crowds. That means some people who previously qualified, such as those with ADHD or autism, may no longer get a RAP and will have to join the normal physical queues instead
Why people are angry
Parents and disability campaigners say the new approach leaves out many families who genuinely struggle with long queues and crowds. One volunteer for a London autism charity explained that children and adults who found waiting in line overwhelming will lose meaningful access under the new system. They’ve described the change as frustrating, unfair and discriminatory.
Across social media and community forums, many families are sharing stories about how important having a RAP has been — especially for children for whom standard queues can be distressing or impossible to manage. Some say they’ve already cancelled passes because they no longer feel the parks are accessible.
What Merlin says
Merlin maintains the changes are intended to tailor support more effectively, saying feedback indicated the previous system wasn’t working well for everyone and queue times for pass holders had increased. The company also insists it remains committed to supporting guests with additional needs and will keep reviewing the system.
So what does this mean for families?
If you rely on disability access passes to plan theme park days with children who struggle with crowds or queues, this shake-up could make visits more stressful or less feasible. Many families will be watching closely to see how Merlin responds to the backlash — and whether it revisits the criteria before the main season opens in March.
