Man 'frustrated' over Alton Towers pass backtrack

A man who uses a wheelchair says he is frustrated after Alton Towers' owner Merlin Entertainments backtracked on plans to tighten access to its disability queuing system at its theme parks.

The company had planned new rules for a Ride Access Pass (RAP), which provides a non-queuing option, but said it would not go ahead with the trial after criticism from people with autism, ADHD and anxiety.

Steve Mason, of Sutton Coldfield in the West Midlands, said he would walk "unsteady" or use a wheelchair and the pass was essential for his safety - but demand was too high for the passes.

Merlin Entertainments stated the need for change "remains" and it was launching a "broader consultation".

RAP provides a non-queuing option for people unable to stand in long lines.

But Mason said "you can never, ever get a slot [RAP for a day]... it's very rare" and "a change is needed".

Under the plans from Merlin, visitors to places like Alton Towers, Chessington World of Adventures and Legoland Windsor this half-term who only had "difficulty with crowds" would no longer have qualified.

But the move sparked widespread upset among adults with autism, ADHD and anxiety and families of neurodivergent children - who said the changes risked shutting many people out of a system they rely on.

Merlin said it had "listened carefully to the extensive feedback" and decided to "pause the trial while we explore alternative options".

Mason said he "completely" understood people with neurodiversity "may need reasonable adjustment to allow them to be comfortable" but said for him, the system was "currently overloaded".

"Not all people with neurodiversity need this level of adjustment just as people with mild very physical issues may not," the 37-year-old added.

"Ride access pass should be medically means-tested to ensure that those who need it from a medical and safety standpoint get it."

The aviation industry worker said while walking he was "easily knocked over or can trip on uneven terrain", adding: "Many of the queue lines at Merlin parks are not accessible."

He claimed "Nemesis main queue line" was narrow and uneven and the "'ambulant entrance is arguably less accessible than the main queue".

Another ride at Alton Towers, Oblivion, had "steep gradients and uneven surfaces", he added.

The BBC invited Merlin to respond to his comments.

At the time of announcing the backtrack, the chief operating officer of Merlin Entertainments, Rob Smith, said whenever "we make changes" to this pass, it was because "we genuinely want to improve the experience for guests who rely on it".

"They've told us loud and clear that the current system isn't working," he added.

"Demand for RAPs is high and increasing, making RAP bookings harder to get and sometimes resulting in longer waits than the main queue."

He said Merlin was working hard to find a "better way forward" and the RAP system was under huge pressure.

Smith also addressed those "impacted" by its previous announcement, saying "we are sorry".

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