Alton Towers First to Roll Out New Virtual Queue System for Disabled Visitors

Alton Towers will become the first Merlin theme park to introduce a new virtual queuing system for visitors with accessibility needs, following months of feedback from families, charities and disability organisations.

A new virtual queuing system for visitors with accessibility needs is set to be introduced first at Alton Towers, with disability charities welcoming the changes.

The upgraded Ride Access Pass, known as Rap, will allow eligible visitors to queue for rides through an app rather than remaining in a physical line.

Merlin says there will be no change to the eligibility criteria for the pass, which is available to visitors who have difficulty queuing for long periods because of a physical, emotional or learning need.

Staffordshire based Alton Towers will begin accepting the revamped pass at the end of the year.

Changes follow concerns raised earlier this year

The announcement follows a backlash in February over proposed changes to the Ride Access Pass system.

Visitors with conditions including ADHD and autism had been told they would not be able to use a physical Rap under the proposed arrangements.

Families of children with additional needs also raised concerns that the restrictions could make visits impossible because of the need to wait in long queues or because of sensory overload in crowded environments.

Under the earlier proposals, visitors who had "difficulty with crowds" would no longer have qualified during half term periods.

Merlin later reversed the proposal following criticism and an online petition signed by more than 25,000 people.

The company said at the time that it had listened to feedback and would pause the changes while considering other options.

Charities welcome the new virtual system

Disability experts, charities and partners including Disability Rights UK, Scope, ADHD UK and the National Autistic Society have welcomed the new virtual system, which they helped to shape.

Lisa Myers, of the National Autistic Society, said she was pleased Merlin had consulted with autistic people and their families and that the Rap eligibility criteria would not change.

"This is an example of an adaptation that can make a real difference to autistic people, enabling them to access facilities and venues," she said.

"We have worked with Merlin for many years so we know how committed the team is to ensuring their facilities are welcoming and inclusive for autistic visitors."

John McLachlan, interim chief executive of disability charity Scope, said the new system represented "a positive step in removing unnecessary barriers, to improve the experience of disabled visitors".

How the new Alton Towers system will work

At present, Merlin parks operate a reverse queue system for Ride Access Pass holders.

Visitors must book a slot in advance to skip the physical queue for a ride and then wait before they are able to access another attraction.

Under the new system, Ride Access Pass holders will wait for the same amount of time as visitors standing in the physical queue.

Instead of having to remain in the queue itself, they will be notified through the app when they are nearing the front.

This will allow visitors to spend the waiting period somewhere they feel more comfortable.

Once their virtual wait is complete, pass holders will be helped to join a separate queue through a dedicated entrance.

Aiming for more flexible visits

Merlin chief operating officer Rob Smith said the company had "listened carefully" to feedback from Ride Access Pass users, charities and partners and believed the new system would "significantly improve visits".

"It's clear the current experience does not always provide the flexibility and comfort some guests need," he said.

"This new virtual queuing approach has been designed in response to that feedback."

He added that the company wanted every guest to enjoy "memorable days out" and would continue working closely with Ride Access Pass users and advocacy groups as the system is introduced.

Alton Towers will be the first Merlin theme park to introduce the new approach, with the rollout beginning at the Staffordshire attraction at the end of 2026.

The changes will apply to other Merlin parks including Chessington World of Adventures and Thorpe Park in 2027.