Anger over Alton Towers changes for visitors who are autistic or have ADHD

Families with some disabilities have told the BBC they are upset over changes to eligibility rules for ride access passes at some of the UK's biggest theme parks.

Merlin Entertainments said it would not allow people with conditions such as autism, ADHD and anxiety to use the disability queuing system this February half-term, due to increased demand for the passes.

Critics say the firm, which runs attractions including Alton Towers in Staffordshire and Thorpe Park in Surrey, will be unfairly targeting those with a hidden disability.

Bosses said they were committed to supporting neurodivergent guests and those with mental health needs, and were listening to feedback about the changes.

They said they would keep the new approach "under review" ahead of their main season opening in March.

Until now, those who have a "difficulty with crowds" have qualified for the ride access pass, allowing them to use a virtual queuing system - waiting outside the physical queue - and cutting waiting times for rides.

Terri, 35, from Stoke-on-Trent, said her family would not be able to visit Alton Towers as a result of the new restrictions.

Her five-year-old son Jasper is autistic and had previously enjoyed visiting the park's CBeebies Land for a number of years, she said.

He was especially looking forward to the new Bluey ride, Terri added, but she feared he would not be able to experience the park's latest addition because he tended to lash out in frustration when he got overwhelmed and she did not know how other visitors might react.

"We wouldn't be able to go to Alton Towers because we couldn't run the risk of big queues," she said.

Terri said she felt angry and upset that the new rules meant Jasper would no longer be eligible for a ride access pass, which she said had significantly helped them on past visits.

"I just feel like the hidden disabilities are penalised. We still pay the same price for our Merlin passes as everybody else, but we can't get to use them half as much."

Emma Camp, 38, from Wolverhampton enjoys visits to Alton Towers and Thorpe Park, but gets anxiety in large crowds.

"I was devastated," she said of the new eligibility criteria, which meant she would not be eligible for a ride access pass.

"I felt not included any more, and I don't want to stop going to the place that I love going to, but I may have to. It definitely made me feel angry."

She added she felt as if Merlin "didn't care".

Emma said one of the adjustments being offered to help people who struggled with crowds and queuing was to provide sensory rooms or quiet spaces.

Those adjustments were of no use to her, she said, because it would mean leaving a ride queue to use them.

Hannah, 45, from West Yorkshire, and her son Eren, 15, often book their holidays to stay near Alton Towers and spend a few days in the theme park.

She said Eren, who is autistic, is a "major" theme park enthusiast.

"He loves rollercoasters. He is a kind of a sensory seeker for movement and motion, so the speed and dashing around on rollercoasters is the most joyful thing in his life," she said.

Hannah said Eren's sensory difficulties meant he found queueing in a crowded, noisy environment distressing.

Without the time and space to "level himself" following sensory overload, she said he would not be able to access rides.

The rule changes had brought her a mixture of "disappointment and anger", she added.

Merlin Entertainments' chief operating officer Rob Smith said customer feedback had indicated the previous ride access pass system was no longer working as demand had grown.

"We have listened to this feedback and have been looking at how we can improve the system and find a solution that is in the best interests of all guests," he said.

He added the parks were trialling new eligibility criteria, which he acknowledged had raised concerns for some visitors.

"We are listening carefully to this feedback and are committed to keeping this approach under review ahead of our main season openings in March," he said.

"We remain deeply committed to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions."

Jamie Evans, from Shrewsbury, has been going to Alton Towers for more than 20 years with his brother, Jason, who is severely autistic.

"We think it's discrimination, Merlin are supposed to be a place where you feel welcome and spend a great day, and they're the ones that have won awards for their autism policies…now they've just utterly totally shattered that," said Jamie.

"I'm just flabbergasted by the decision, that statement has not given us faith.

"It was our place to get away from the stresses of life."

He added that the pair relied "heavily" on the pass to make their days out stress-free.

"I'm going to worry about myself about what my reactions are going to be in normal queues….I don't like that," said Jason.

"We are demanding Merlin to put this difficulty with crowds back on.

"I even got a ride tattoo on the side of my shoulder dedicated to the Smiler and now hearing this, I feel like I want to get rid of it."

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