Alton Towers Bans Anxiety Sufferers from Disability Queue-Jump Pass
Alton Towers has implemented a significant change in its policy regarding queue-jump passes, specifically impacting visitors with anxiety. Merlin Entertainments, the parent company, has discontinued the use of disability “fast lane” passes for individuals with mental health conditions, including anxiety and ADHD.
New Eligibility Criteria for Ride Access Pass
The decision follows a surge in demand for these passes, originally designed for guests who struggle to stand for extended periods. The company announced that only individuals with physical disabilities or specific mobility challenges will qualify for the Ride Access Pass. This pass enables them to book rides virtually, allowing them to wait in more comfortable locations until called.
Differentiation of Symbols
The new system employs distinct symbols to differentiate eligibility. The “Difficulty Standing” symbol is now exclusively designated for those with physical disabilities, while the previous “Difficulty with Crowds” symbol—intended for neurodivergent conditions like anxiety—will no longer qualify individuals for the pass.
- Eligible Symbols for Ride Access Pass:
- Difficulty Standing
- Level Access
- Urgent Toilet Needs
As a result of these changes, guests with anxiety and ADHD will be offered an “essential companion ticket” to be used before arrival, along with access to sensory rooms and quiet areas.
Concerns Among Visitors
The decision has sparked concerns across the visitor community. Many express that the previous Ride Access Pass did not meet their needs effectively, especially as demand has increased. Rob Smith, the Chief Operating Officer for Merlin, commented on the feedback received, noting that guests with additional needs have reported a decline in the pass’s quality.
Commitment to Inclusion
Despite these changes, Smith emphasized Merlin’s commitment to creating inclusive experiences for all guests. He stated that the company is continuously evolving its approach through consultations with accessibility experts, aiming to enhance their offerings.
To facilitate better planning for families, Merlin is also introducing a new digital app and a transparent availability calendar. This initiative is part of their ongoing efforts to refine accessibility solutions, particularly as the peak season approaches in March.
Rise in Mental Health Conditions
Recent statistics indicate a troubling rise in mental health conditions, with the number of Britons on medication for ADHD more than doubling since 2015. Merlin’s adjustments to the Ride Access Pass reflect the need to balance demand while maintaining quality access for those with physical disabilities.
As Alton Towers prepares for the upcoming half-term school holidays, these changes are being trialed, with a focus on ensuring all guests feel supported and included during their visits.
