Alton Towers to Restrict Disability Queue Pass for Guests With Anxiety and ADHD During Half-Term Trial

Alton Towers is changing who can use its disability queue system this February half-term, which means that some visitors with anxiety, ADHD, and other neurodivergent conditions will no longer qualify for fast-track access.

The theme park’s owner, Merlin Entertainments, says the update is part of a trial aimed at fixing growing problems with the Ride Access Pass. The pass was designed for people who struggle to queue because of a disability or medical need, but Merlin says that the demand for the pass has grown to the point where it’s no longer working for those it was meant to help most. 

Merlin says disabled guests have told the company that “the Ride Access Pass simply isn’t working for them” and that longer waits in the access queues have hit people with physical disabilities especially hard.

During the half-term period, only guests with needs listed as “difficulty standing,” “level access,” or “urgent toilet needs” will be eligible for the Ride Access Pass. Visitors whose disability access card only shows “difficulty with crowds” - which is often linked to autism, ADHD, or anxiety - will be asked to queue as normal.

Previously, guests with ADHD or anxiety could use a virtual queuing system that allowed them, and up to three others, to wait away from busy lines until their ride time. Under the trial, those visitors will instead be offered other support, including a free “essential companion” ticket, and access to sensory rooms and quiet spaces around the park.

The change follows an update by Nimbus, the disability access card provider used by many UK attractions. Nimbus recently split its old “standing and queuing” category into two separate symbols: one for physical difficulty standing, and another for difficulty with crowds.

Merlin says visitors who fall into the difficulty with crowds category will be directed to guest services for “personalised support” during the trial. The company says the approach will be reviewed after half term before the park fully reopens in March.

The decision has sparked concern from disability advocates. Henry Shelford, chief executive of ADHD UK, warned that “a group of people will be excluded because of this lack of accommodation”. “It’s different from a child just not being happy about it, because no one likes queuing,” he said. “When a kid has ADHD, their energy and their focus makes [queuing] just impossible.” Shelford added that the issue doesn’t disappear in adulthood. “As an adult with ADHD, I can tell you there’s a whole lot of stuff I haven’t done because I can’t face the queuing.”

All visitors can still buy a Fastrack ticket to skip queues, but prices start at £35 on top of standard entry, which critics say puts an extra burden on disabled families.

Rob Smith, Merlin Entertainments’ chief operating officer, has acknowledged the backlash and said that the company is listening. “Our commitment to supporting neurodiverse guests and those with mental health needs remains,” he said, adding that the company will keep the policy under review. “This is an ongoing journey,” Smith said. “We are deeply committed to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions.”

The same trial rules will also apply at Chessington World of Adventures and Legoland Windsor during the half-term period.