Merlin Entertainments has announced changes to its accessibility program - Ride Access Pass (RAP) - to introduce a virtual queuing system.
It replaces a 'pre-book and reverse-queue' process with a true virtual queue accessed through an app, which Merlin said will allow RAP users to wait in quieter or more accessible parts of the park until notified when it is time to ride.
“Creating inclusive experiences is at the heart of what we do at Merlin and we want every guest to enjoy memorable days out at our attractions,"
"Over the past few months, we have listened carefully to feedback from RAP users, disability charities and industry experts, and it’s clear the current experience does not always provide the flexibility and comfort some guests need. This new virtual queuing approach has been designed in response to that feedback."
The RAP is designed for guests who struggle to stand in standard lines due to a disability or long-term health conditions, and, Merlin said that eligibility criteria for the Ride Access Pass will remain unchanged. It also added that once the new system is proven effective, it intends to remove the requirement to pre-book RAP slots.
Under the new approach, RAP users will experience the same advertised wait time as standard-queue guests, and, they will be supported at arrival by a designated merge host.
RAP users will continue to be able to ride with up to three companions through a shared time slot in the app.
The first staged rollout begins at Alton Towers at the end of this year, with full implementation across UK resort parks scheduled for 2027 ahead of the summer peak.
Merlin said that during the processs of developing the new RAP is consulted with disability charities and industry partners, including Disability Rights UK, Scope, ADHD UK and the National Autistic Society while developing the system and, it plans to collect user feedback via the RAP app and email surveys during the pilot phase.
