Virtual queue for disabled at Alton Towers praised

A new virtual queuing system for visitors with accessibility needs to be introduced first at Alton Towers has been praised by charities.

The upgraded ride access pass (Rap), to be in use later at other Merlin-run parks like Thorpe Park and Legoland Windsor Resort, enables queuing for rides via an app rather than in physical lines.

The news follows a backlash in February when proposed changes led to visitors with conditions such as ADHD and autism being told they would not be able to use a physical Rap.

There will be no change to the eligibility criteria for the pass, available to those who have problems queuing for long periods because of a physical, emotional or learning need, Merlin says.

Staffordshire-based Alton Towers will start accepting the revamped pass at the end of the year, with Merlin's other theme parks taking it on next year.

During the row earlier in the year, families of children with additional needs told the BBC the restrictions would mean their children could not visit because of waiting in long queues, or sensory overload felt in crowded environments.

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

Merlin backtracked on the proposal days later following an online petition against it signed by more than 25,000, saying they had listened to the feedback and would pause the changes while considering other options.

However, disability experts, charities and partners such as 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".

Currently Merlin-run parks operate a reverse queue system for Rap holders, meaning they must pre-book a slot in advance to skip the queue for a ride, then wait before they can go on another.

Under the new system, pass holders will wait for the same amount of time as those in physical queues and be notified on the app when they are near the front, meaning they can pass the time where they are most comfortable.

Pass holders will then be helped to join a separate queue using a dedicated entrance.

Merlin's chief operating officer, Rob Smith, said the firm had "listened carefully" to feedback from Rap 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 the firm wanted every guest to enjoy "memorable days out" and would continue to work closely with Rap users and advocacy group as the new system was rolled out.

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