Merlin Annual Pass Reviews 

I am a T1D and I have a Nimbus card and I was on the ride access pass app and I was registering my Nimbus card to the app and when I was done i cliked register and it said "Sorry you are not eligible for this scheme" WHAT DO YOU MEAN! I AM NOT ELIGIBLE FOR THIS SCHEME! WHAT A DISCRIMINATION MERLIN!

I just tried booking sea-life on my Merlin passes, it’s saying the only time available is 17:30 yet if I go to buy tickets, there is loads of spaces from 10 in the morning. Iv spent £250 in the last 3 months and not used my passes at all. Why should I have to risk my young kids safety walking around London after dark to do something we pay every month for when there is 100s of spaces available to purchase? It’s an Absolute cheek !

Update - there is now No available slots for the next 4 days . But don’t worry you can PAY to go at any time of the day none Passholders !!! 🤯

I’ve had so much enjoyment and value for money out of my pass. Used it most weeks last year and intend to do the same this year. The booking system is super easy too.

Disabled means unwanted
When did this park / company got their PHD in special needs to so bluntly disregard needs of disabled autistic and ADHD guests? You should be ashamed of yourselves

Merlin no longer see mental health as a disability.

Do better.

EDIT in response to Merlin’s generic response- I never said I had a RAP (I don’t) I’m just dismayed that you could treat such a vulnerable group of people so poorly.

Original:

I previously loved using our Merlin annual passes which were purchased from merlinannualpass, but their recent discrimination against disabled people is abhorrent- we will not be renewing with a company who shows such disrespect.

Despite all the unnecessary hate recently received, I believe Merlin annual passes are great! Can visit whenever I like with my platinum pass so value for money is fantastic! I love the perks I get with the pass that can be used in places outside of attractions too! Worth noting as well that I too am a “RAP” user, but believe the changes being made are positive and will go a long way to allowing those who need it but haven’t been able to make use of it because of the ridiculously high demand and years of abuse to make use of the system - as well as allowing overall every day operations smoother, helping those like me who pay a lot of money for their passes get best value for money! If you’re looking for good days out, get a Merlin pass!

Unfortunately Merlin seems to think disability discrimination doesnt apply to them and that they can pick and choose what disabilities warrant reasonable adjustments. Unfortunately for my family it makes Merlin attractions inaccessible so will not be getting a pass this year.
***edited to add a reply to Merlin*** Unfortunately the damage is already done thousands of disabled people and their family members have had to face significant vitriol on social media while trying to defend their rights to reasonable adjustments. Post after post with people feeling enabled to belittle disabled peoples needs because of Merlins decision and not once did i see any representative of Merlin online or in any of the multitude of press reports put the record straight regarding the RAP passes. Merlin have put social views of disability access requirements back years, you stood back, let vulnerable people take a bashing and then stepped in with claims of "listening" to your customers and given yourself a pat on the back for doing so. Merlin needs to hang its head in shame

Taking away benefits for people like myself with hidden disabilities e.g ADHD is utterly disgusting , I struggle with people standing close to me , people voices causes distress in my head and its overstimulating for my brain throw a 2 year old and a 5 year old in the mix visits are no longer worth the hassle its more stress than it is a great time.

Sort yourselves out

Not accessible and failing to meet the law a making reasonable adjustments for disabled guests. No doubt they will be taken to court shortly under the equalities act. The adjustments they are now making for some groups are simply not reasonable and won’t help them. I shall not visit ever again unless I see this being reversed with an apology. Attended 20 Merlin sites in the past 2 years, spending our money on lunch, parking, treats, gifts. Not anymore.

Merlin discrimination against disabilities means we are no longer able to visit - if we did it would be a memorable experience for the wrong reasons and would likely have a lasting adverse effect on our daughter’s mental health and wellbeing.

I can’t believe company leadership would think this strategy to increase profits by discriminating would be accepted by anyone that has (or has loved ones with) a disability.

“Boycott Merlin”

Merlin theme parks are no longer accessible to our family. We are now unable to attend at all.

I’ve been unaware of the recent announcements from Merlin Annual Pass with their recent decisions to deem Autism, ADHD, and any other mental disabilities no longer eligible for their ride access passes for their fast track, until today. After today learning that Merlin have made the absurd decision to do this I leave myself with one question, at what means? Have you ever stood in a long queue for sometimes over 2 hours straight with no toilet break, no where to sit, strange noises, new smells, loud sounds, weird music, bright colours, fast rides, all at once? Then on top of that face hypersensitivity where everything is times by 1000 in your head? Plus being maybe 6 years old, sometimes below?
Now I can’t speak for every neurodivergent child because they are all different, but I can speak for mine, the reason he finds these attractions so fun, the reasons why they regulate him, why they’re a reward for good behaviour, is because they were adapted to his care. Legoland for instance has a wonderful sensory space. The ride access also was an adaption made to aid his disability. Something that meant he didn’t have to feel like it was a battle to have fun. Something that helped him learn how to regulate in the first place!! And to then go and decide to take that away at what cost? Over the years I’ve spent thousands in Merlin whether that be just for our passes or actually at the attractions, they have been regular visits for us as a way to regulate and rejoice. Well, I stand by and say this to all other parents of neurodivergent children, if you’re just as outraged at this then you should stand by your children too:
if Merlin rebuke the right for neurodivergent children to qualify for ride assess equally to any other disability then I will no longer be attending Merlin attractions, nor will I be holding my Merlin pass for any longer. It is an outrage to our children and what we stand for as a country! Moving towards the past instead of the future!

Merlin have poor ride availability, stripped back all extra entertainment and now do not recognise any disabilitiy that isn't physical. Save your money and go somewhere else.

Blatantly discriminating against people with hidden disabilities.

As loyal Merlin customers for over 11 years, we are no longer welcome at Merlin theme parks.

Having an autistic teenage son who has grown up with a passion for theme parks and rollercoasters has meant many days spent in Merlin parks over the years with Annual passes.

Having spent years out of education as school could not meet his additional needs, his love of theme parks have given him ambition and a sense of belonging.

But Merlin have taken that away as they have removed the reasonable adjustments that have made it possible for him to access the parks.

They have decided that his disabilities are not worthy of accessing their Ride Access Pass, which without, he is unable to access the parks.

Their RAP (Ride Access Pass) is not a queue jump system. It allows users to wait in a virtual queue which matches the length of time non disabled guests are waiting in the main queues. An app is used which 'times out' after going on a ride, so the next ride can only be accessed once the time of the queue has been waited, which the majority of disabled people value as a fair system for all. Many people use the time out period to rest or use quiet areas to regulate themselves, which enables them to continue enjoying their day.

RAP is only issued after submitting medical evidence to prove a need for it.

Merlin propose to offer purchasable sensory packs and quiet spaces instead of offering the RAP system to neurodivergent guests. These are measures that many people already use ALONGSIDE the RAP, which for many, make their day just about manageable. Even with these provisions, lots of neurodivergent people still find theme park days very overwhelming, but with effective support measures, they can also have massively positive effects on mental health.

Merlin are now excluding the majority of neurodivergent people from their parks as they, like my son, will be unable to manage a day out safely without the RAP.

They have decided that only those with physical, often more obvious to the eye disabilities will be eligible for effective reasonable adjustments and those with hidden disabilities are left with reasonable adjustments that are not fit for purpose.

Merlin say their reasoning for this is the difficulties in coping with demand for the RAP. Yet on the day they announced the changes, they began to advertise new Fast Track offers! So they can no longer support neurodivergent people to access their attractions but can increase the number of fast track passes that they sell. Fast track being paid for passes which enable people to access rides instantly, with no virtual queue. Whilst taking away accommodations from disabled people which provided a fair system for all.

Unfortunately we are no longer able to visit attractions. Life is hard enough, with more battles and challenges than most people understand, so we will not pay money to visit attractions who have made it clear we are no longer welcome at.

It is disappointing that such a huge corporation who regularly talk about their commitment to supporting disabled people, are not instead working to lead the way in providing equitable solutions that truly work, enabling disabled guests to feel valued and enabling them to experience the same opportunities that non disabled people enjoy. Especially as Merlin provide internships for neurodivergent young people, which would be an amazing offering if they weren't taking away the accommodations that enable the next cohorts of the internships to gain valuable ambition needed to engage in this valuable offering.

Digusting behaviour. Not caring about their nurodivergent customers.

I have anxiety and due to working majority of the time can't go on a quiet day. The rap helped me enjoy my day and you've changed the rules since and ferbuary which means I cant go now. Thorpe park was my happy autstic place and you've spoiled that now.

Discrimination of disabled guests that dont look disabled the recent change to the rap passes making it completely inaccessible for neurodivergent people. Complete disgrace

Sadly now totally inaccessible to my neurodivergent and disabled children. Only managed 1 visit last year with the new rap booking system and now longer able to use rap booking system. Cancelled membership after 8+ years having them

No longer disability friendly hidden disability

I want to be clear that I think moving to a digital system and app-based process for Ride Access Pass (RAP) could be a positive step. Modernising the system makes sense, and in principle it could improve fairness and efficiency.

However, the decision to remove “difficulties in crowds” as a qualifying need for a RAP is profoundly disappointing and deeply concerning.

For many neurodivergent adults and children — including those who are autistic, have ADHD, sensory processing differences or anxiety disorders — difficulty coping in crowded environments is not a preference. It is a recognised and significant disability-related need. Crowds can trigger sensory overload, distress, shutdowns or meltdowns. Excluding this need from RAP eligibility effectively excludes a large proportion of the neurodivergent community from reasonable adjustments.

This feels fundamentally at odds with the spirit and duty of the Equality Act 2010, which requires service providers to make reasonable adjustments so that disabled people are not placed at a substantial disadvantage. Removing recognition of crowd-related difficulties creates exactly that disadvantage.

The message this change sends to the SEN community is that visible physical disabilities are acknowledged, but invisible neurological disabilities are being minimised. That is not inclusion.

Families who have relied on RAP for years are now being told that their very real access needs no longer qualify. This is not about gaming the system. It is about ensuring that disabled guests can participate safely and with dignity.

I urge Merlin to urgently reconsider this policy. Accessibility should evolve with understanding — not move backwards.

Neurodivergent guests deserve to be recognised, supported and included.

We will not be renewing our Merlin Annual Passes this year untill a suitable resolution has been reached.