We had a great time at Alton Towers recently and before at Chessington World of Adventures. We all loved rides like ‘The Wicker Man’ and my son and I loved Galactica and Nemesis all at Alton Towers... See more
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We come extremely often to the number1 team park Alton Towers indeed.All though we have platinum passes, we have NO desire to go anywhere else.The staff are absolutely magical with us , they go out... See more
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We have used our passes several times now, including Legoland, Warwick Castle and several London attractions. It is easy to book and has saved us a lot of money.
Expensive but the perks this year are much better, appreciate the free fast-track per visit, which helps as the queues are just ridiculous!!
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Written by the company
Unlock unforgettable in 2025 with a Merlin Annual Pass - the ultimate passport that unlocks epic days out at the UK’s biggest & best attractions! Get access to Britain’s most thrilling and awesome experiences, plus exclusive discounts and perks. Say YES to an EPIC season of fun! Merlin Annual Pass is your portal to incredible adventure, heart-racing rollercoasters, and so much more. With a Merlin Annual Pass, you can visit over 20 attractions including Alton Towers, Thorpe Park, The LEGOLAND® Windsor Resort, The London Eye, and SEA LIFE Aquariums. You’ll never be bored during the holidays again, whether it’s a soggy Sunday, a wickedly fun Wednesday, or a terrific Tuesday filled with thrills. Grab your Pass for an epic adventure for the whole family!
Contact info
Arbor Building, 16th Floor 255 Blackfriars Road London , SE1 9AX, London, United Kingdom
- 01372 751411
- info@merlinannualpass.co.uk
- merlinannualpass.co.uk
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Disadvantaging disabled guests
After being platinum pass holders since 2019 we are very disappointed with the decision to push people with hidden disabilities away from your parks. We are not asking to bypass the queue as we are happy to wait the time in the virtual queue, but for most people with neurodiversity it is impossible to wait in the physical queue. To choose not to accept people with the crowd symbol is an odd decision since the symbol is given to “people who find crowded environments or queues overwhelming or distressing”
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Stephanie,
Thank you for being Platinum Pass holders since 2019. That kind of loyalty really does mean a lot, which is why I’m so sorry to hear how disappointed you are.
Any time we explore changes to the Ride Access Pass, our aim is to make the system work better for the guests who need it. However, we recognise that the changes have caused real concerns for families like yours, and we are actively reviewing feedback so we can better understand the impact. As a result, we will not be moving forward with the trial and will be accepting the “Difficulty with Crowds” symbol for RAP eligibility while we explore alternative ways to improve the system.
Thank you for taking the time to share your concerns. We truly value your support over the years and are committed to listening.
Exclusion of hidden disabilities
Had a pass premium
Pass for last few years but now I will have to reconsider.
Merlin excludes neurodivergent guests by revising the Ride Access Pass (RAP) policy to ban many autistic and ADHD individuals with hidden disabilities from using virtual queues, prioritising physical disabilities over neurological ones, which is unlawful and discriminatory. They justify capping RAP for safety reasons but sell paid Fastrack tickets on the same rides and days, indicating capacity exists but is utilised for profit. Instead of providing access, they offer refunds and refuse service based on disability. Avoid if you have neurodivergent needs.
4 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Hellka,
Thank you for sharing your concerns, and for being a Premium Pass holder over the past few years. We genuinely value the loyalty you’ve shown, which makes it especially difficult to hear how strongly you feel about this.
I’m really sorry that the proposed changes to the Ride Access Pass left you feeling that neurodivergent guests were being excluded. That was never our intention. We recognise that this environment may be difficult for guests who are neurodivergent or who have additional sensory needs hence our investment and focus on quiet spaces and areas where guests can regulate and step away from our busier environments.
Any time we explore changes to the Ride Access Pass, our aim is to make the system work better for the guests who need it. However, we recognise that the changes have caused real concerns for families like yours, and we are actively reviewing feedback so we can better understand the impact.
Fast Track is a paid option available to all guests to reduce queue times. The Ride Access Pass is a queuing adjustment. Its purpose is to support guests who physically are unable to stand in a queue for long periods of time because of a disability or medical condition.
We understand that for some trust has been impacted, and we are committed to listening and working towards a system that is supportive and sustainable for those who rely on it.
Thank you for taking the time to speak up.
Discriminatory RAP Changes Are Making Merlin Parks Inaccessible for Neurodivergent Guests
The recent changes Merlin has made to its Ride Access Pass (RAP) system are deeply disappointing and raise serious concerns regarding discrimination against neurodivergent guests and those with non-visible disabilities.
With no meaningful warning, Merlin has implemented changes that effectively exclude neurodivergent individuals from accessing its parks. The message now being communicated is that unless a guest has a physical disability, they no longer qualify for support. This approach appears to disregard non-visible disabilities entirely.
Under the Equality Act 2010, disability is defined as a physical or mental impairment that has a substantial and long-term adverse effect on a person’s ability to carry out normal day-to-day activities. Neurodivergent conditions clearly fall within this definition, and service providers have a legal duty to make reasonable adjustments to avoid placing disabled people at a substantial disadvantage.
Merlin’s current RAP criteria do not reflect the real needs of many disabled guests and families and disproportionately affect neurodivergent children and their carers, placing them at a significant disadvantage compared to non-disabled guests.
The suggested “alternatives,” such as sensory rooms or purchasable ear defenders, do not constitute reasonable adjustments to the core barrier faced by neurodivergent guests: the inability to tolerate long queues. A sensory room does not make queueing accessible, and ear defenders do not make prolonged waiting manageable. These measures do not remove the disadvantage and therefore fall short of meaningful access provision.
As a neurodivergent parent of a neurodivergent child, we are now unable to access Merlin parks in the way we previously could. We are far from alone. Thousands of families who have relied on RAP for years to access attractions safely and fairly are now affected by these changes.
What makes this particularly concerning is the contrast between Merlin’s public commitments to inclusivity and accessibility and the practical effect of these policies. Inclusivity cannot be claimed while whole groups of disabled people are excluded. Equality is not achieved by recognising only visible disabilities.
Neurodivergent people are disabled by environments, and these changes actively increase that disadvantage. Until the RAP system is reviewed and neurodivergent guests are meaningfully recognised in line with Equality Act obligations, Merlin’s parks cannot reasonably be considered accessible or inclusive. As a result, myself and many others are cancelling our passes.
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Alyssa,
Thank you for taking the time to write such a detailed and thoughtful review. I can hear how deeply upsetting and personal this is for you, both as a neurodivergent parent and as the parent of a neurodivergent child. I’m sorry for the distress and sense of exclusion this situation has caused.
We recognise that the Theme Park environment may be difficult for guests who are neurodivergent or who have additional sensory needs hence our investment and focus on quiet spaces and areas where guests can regulate and step away from our busier environments.
Following the feedback from families like yours, we have paused the proposed changes to the Ride Access Pass. We will continue to accept the “Difficulty with Crowds” symbol for RAP eligibility while we carry out a wider review with disability partners, experts, and our community.
We know that the RAP system continues to face significant pressures, ones that are impacting the very reason it exists. We’ve worked hard to continuously improve the RAP experience over the past year making our virtual queuing system more efficient and reliable.
Our commitment to accessibility across our attractions is unwavering. We hope there is a way forward that allows your family to enjoy our attractions again in the future.
Thank you again for your feedback
Merlin don’t care if you are neuro…
Merlin don’t care if you are neuro diverse! The new RAP changes are truly out of order. You can cancel your pass due to the latest changes - says everything you need to know !
4 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi John,
I’m really sorry that the proposed changes left you feeling this way. I want to reassure you that we do care deeply about our guests and the families who rely on the Ride Access Pass to make visits possible.
After listening to the strength of feedback shared, we have paused the proposed changes and will continue to accept the “Difficulty with Crowds” symbol while we carry out a wider review. The option to cancel was shared, so guests had flexibility, not because accessibility isn’t important to us.
We know that for some trust has been impacted, and we are committed to listening and getting this right.
Thank you again for your feedback
The worse decision a company can ever make.
Are you deliberately trying to sink your entire company? I cannot believe that you have excluded neurodivergent guests from your RAP system. Over the years you’ve made some questionable decisions but this has got to be the worse. Who on earth thought this would be a good idea? Your business decisions baffle me. You cannot and should not exclude people with hidden disabilities from accessing the RAP. It’s disgusting that you think this is okay and I really and sincerely hope you listen to the many, many voices here who have supported you over years and no longer want to. You have marvellous parks, ones that for years have been inclusive and welcoming to all - do not kill the heart of your business by excluding some of the most vulnerable children and adults in our society. I cannot believe we are in 2026. You should truly be ashamed.
ETA After Merlin’s reply. Dear Merlin. I’m certain this is in the right place (Merlin have said I have posted this in the wrong place and tried to get me to remove it….).
I see that you failed to apologise to me in any capacity that your actions have made me and my family feel unwelcome at your parks. We all know what happened; the backlash you received and the U turn you were forced to do, so no need to cover that again but I do want to address some comments. I strongly dispute you are listening not when it really matters, you only listening where people are on mass. Over the years I’ve taken the time to give a lot of calm and constructive feedback on improvements you could make, I have experience both on a personal and professional level, so I’d say there is merit in my ideas. But every time I’ve had a weak reply with minimal effort - just a cut and paste ‘form of words’ that has been sent to thousands of others.
Maybe it would be an idea to stop saying you are listening when you aren’t really, sending out highly restrictive questionnaires and only reacting when you get significant backlash. Maybe, just maybe, if you do actually listen you’ll find the solution you are looking for.
4 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi KJ,
Our RAP eligibility verification process is designed to be thorough, and we are proud to support a wide range of guests with different needs.
We understand disabilities are across a broad spectrum and the effect on each individual is different. We recognise the need for a more sustainable, long‑term solution for our Ride Access Pass system, To help shape this, we will be opening a more extensive dialogue with the accessibility community
After receiving a wide range of feedback, we believe it’s important to pause and reflect fully on what has been shared. As a result, we will not be moving forward with the trial and will be accepting the “Difficulty with Crowds” symbol for RAP eligibility while we explore alternative ways to improve the system.
We recognise that this environment may be difficult for guests who are neurodivergent or who have additional sensory needs hence our investment and focus on quiet spaces and areas where guests can regulate and step away from our busier environments.
We know our parks mean a great deal to many families, and inclusivity is something we care deeply about. We are committed to taking the time to review this properly and ensure the system remains fair and supportive for those who rely on it.
Merlin is excluding Neurodivergent guests: Profit over Accessibility
Merlin Entertainments has changed their Ride Access Pass (RAP) policy to exclude people with the "Difficulty with Crowds" symbol, effectively banning many Autistic and ADHD guests from using the essential virtual queue.
Their new stance is unlawful and discriminatory for three reasons:
Hierarchy of Disability: They are prioritizing physical disabilities (standing) over neurological ones (crowds). The Equality Act protects both equally.
Profit over Safety: They claim they "have to" cap RAP numbers for safety, yet they continue to sell paid "Fastrack" tickets for the same rides on the same days. Capacity exists; they just want to sell it rather than provide it as a legal Reasonable Adjustment.
They are offering refunds instead of access. This is a refusal of service based on disability. Avoid if you have neurodivergent needs.
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Jonathan,
We recognise that the Theme Park environment may be difficult for guests who are neurodivergent or who have additional sensory needs hence our investment and focus on quiet spaces and areas where guests can regulate and step away from our busier environments.
We have paused the proposed changes to the Ride Access Pass. We will continue to accept the “Difficulty with Crowds” symbol for RAP eligibility while we carry out a wider review with disability partners, experts, and our community.
We know that the RAP system continues to face significant pressures, ones that are impacting the very reason it exists. We’ve worked hard to continuously improve the RAP experience over the past year making our virtual queuing system more efficient and reliable.
Our commitment to accessibility across our attractions is unwavering.
Neurodivergent guests not wanted.
Formerly great theme parks that now discriminate against disabled people. They've decided that people who have "difficulty being in crowded situations or queues, often due to neurodivergence, anxiety, or other non-physical conditions" are no longer important to them.
4 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Ian,
I’m really sorry to read this, and I want to say clearly that it was never our intention to make any guest feel unimportant or excluded.
As the people who depend on the Ride Access Pass most, the voices of our accessibility community are incredibly important to us.
Any time we explore changes to the Ride Access Pass, our aim is to make the system work better for the guests who need it. We’ve heard honest feedback from our community that the current system isn’t delivering the experience we all want it to. To continue improving RAP, we recently proposed a half term trial with updated eligibility criteria.
After receiving a wide range of feedback, we believe it’s important to pause and reflect fully on what has been shared. As a result, we will not be moving forward with the trial and will be accepting the “Difficulty with Crowds” symbol for RAP eligibility while we explore alternative ways to improve the system.
Thank you for sharing your concerns, they genuinely matter.
Neurodivergent guests unwelcome and unaccommodated!
We have had annual passes for many years, before they were even Merlin passes (Tuassards pass I think they were?!) but will be cancelling now after the shocking decisions made by Merlin to exclude children and adults with cognitive disabilities. It’s absolutely disgusting and shameful. I think their rival parks are all going to have a busy year as so many people are now unable to access Merlin parks and have been looking for alternative theme parks to visit.
I can’t see Merlin making a profit this year with such a huge loss of visitors. We went to Alton Towers approximately once a month when the park is open, including the Xmas events, pirate takeover etc. each time spending loads of money in the gift shops, restaurants etc as a large family. We will not be returning out of principle unless they sort this absolute mess out.
3 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Jenny,
Thank you for sharing this, and for the many years you’ve supported us, even going back to the Tussauds pass days. That loyalty really does matter, which makes it even more upsetting to hear how let down you feel.
I’m truly sorry for the distress the proposed RAP changes caused, especially for families with children and adults with cognitive disabilities. We’ve listened carefully to the feedback, and as a result we’ve taken the decision to pause the half-term trial. We will also continue to accept the “Difficulty with Crowds” symbol for RAP eligibility while we review things properly.
We know how often your family visited and supported the parks, and that’s never taken for granted. We’re sorry this situation has shaken your trust, and we hope in time we can show that we are listening and working to put this right.
Thank you again for your feedback
Very disappointed
Very disappointed. My autistic son is now being discriminated, because of your new policy. I wonder how long before Merlin goes under?
4 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Andy,
In our ongoing efforts to improve RAP, we proposed a half-term trial with a refined RAP eligibility criteria. After extensive feedback from our guests, with diverse and opposing views put forward, we believe it's important to pause and fully reflect on the thoughts and experiences shared with us.
This means that we will not be proceeding with the trial and will be accepting the 'Difficulty with Crowds' symbol for RAP whilst we explore alternative ways to evolve the system.
We recognise that the Theme Park environment may be difficult for guests who are neurodivergent or who have additional sensory needs hence our investment and focus on quiet spaces and areas where guests can regulate and step away from our busier environments.
Removel of RAP for non physical disabilities
Removel of RAP for those with non physical disabilities has now made our annual passes worthless
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hello Sarah,
We’re very sorry for the frustration and disappointment this situation has caused your family. We fully recognise the impact the proposed changes to RAP eligibility had on many guests.
After listening carefully to the wide range of feedback received, we have decided not to move forward with the half-term trial. We will continue to accept the ‘Difficulty with Crowds’ symbol for RAP eligibility while we work on longer-term improvements.
We are now carrying out a wider consultation with our community and disability partners to ensure any future changes are fair, sustainable, and supportive of those who rely on the scheme. Your feedback is an important part of that process.
Kind regards
Boycott this company not inclusive to…
Boycott this company not inclusive to those with disabilities
4 February 2026
Unprompted review
Reply from Merlin Annual Pass
Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialling across UK Resort Theme Parks during the upcoming February half-term.
The Ride Access Pass is currently being trialled with updated eligibility linked to specific Nimbus symbols, following wider changes to that scheme. As part of this trial, the “Difficulty with Crowds” symbol is no longer included for RAP eligibility. While this change is being tested, it’s recognised that queueing and busy environments can still be very challenging for some neurodivergent guests.
Alongside this, there has been a focus on supporting guests across their whole visit through other adjustments, such as quieter spaces, sensory support, Essential Companion Tickets, and planning tools.
We remain committed to keeping this position under review ahead of our main season opening in March and will be inviting all those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps.
Cancelling my pass
I’ve had a platinum pass for years but I will now be boycotting this company for there frankly sickening handling of the ride access pass system and communication
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Dan
Our RAP eligibility process is intended to be thorough, and it supports a wide range of guests with different access needs.
Any changes to how access support works are carefully considered. We’ve spent time reviewing how we can better support guests across their whole visit, particularly neurodiverse guests and have taken advice from external specialists as part of this work. We know that busy environments can be challenging and that crowds can be encountered throughout an attraction, not just in queue lines.
As part of a trial, eligibility for RAP is now aligned with the three Nimbus symbols. While this trial does not include the “Difficulty with Crowds” symbol, we recognise that crowds can still be challenging for some guests. Alongside this, we’re focusing on offering other reasonable adjustments and forms of support throughout the day for guests who may be affected by busy environments. This includes Essential Companion Tickets for guests who need support during their visit, as well as sensory rooms and quiet spaces within our theme parks where guests can take time away from busier areas if they need to regulate. Sensory bags are also available from Guest Services at our UK Resort Theme Parks to help support sensory needs during the day.
We recognise that access needs vary from person to person, particularly when it comes to managing crowds. By working with Nimbus as part of our RAP eligibility process, we aim to better understand individual needs and, where appropriate, ensure these can be reassessed so that fair and considerate adjustments can be explored.
We know this is an important and sensitive topic, and we remain committed to keeping this position under review ahead of our main season opening in March and will be inviting all those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps.
Disabilities need not apply
Merlin have made passes inaccessible to neurodivergent families
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Anthony,
Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialling across UK Resort Theme Parks during the upcoming February half-term.
We remain committed to keeping this position under review ahead of our main season opening in March, and we invite those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps by completing the following survey.
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
Autistic kid no longer allowed to access the park
Had to cancel our annual passes because you're no longer allowing autistic people to access the park safely.
My son is obsesesd with rollercoasters. We'd come to the parks at least once a month. Was such a good day out for him and we'd use RAP so we could slot in the time, explain to him how long the wait is and allow him to wander around a bit to keep himself regulated.
Now you've decided that people who have difficulty queueing in crowds are no longer allowed RAP. So you're going to force him to stand in queues, causing melt downs, anxiety and possibly self harming as he bites himself and hits himself if he cannot regulate his emotions. We do our best to control it but you are now forcing us to pick between:
Allowing our son to be extremely upset and struggling
or no longer going to the park
Why? Why have you decided that a certain group fo dsiabilities are no longer allowed safe access to your parks? Why are we being punished? We did nothing wrong. But you can stuff your pass, we'll find an alternative park that still cares and understands disabled people deserve access to places in a safe way.
4 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Jessie,
Thank you for sharing this so openly. It’s very clear how much these visits have meant to your son and to your family, and how carefully you’ve been managing his needs to make theme park days positive and safe for him.
It’s completely understandable why this feels so distressing. Having a structure that allowed you to explain wait times, give your son space to regulate and avoid situations that could lead to severe anxiety or self-harm clearly made all the difference.
The Ride Access Pass is currently part of a trial where eligibility has been updated and this means the “Difficulty with Crowds” symbol is no longer included for RAP at this time. While this approach is being tested, it’s recognised that queueing and crowded environments can still be extremely difficult for some neurodivergent guests, particularly where emotional regulation and safety are involved.
Alongside this trial, there has been a wider focus on supporting guests across their whole visit through other adjustments, such as quieter spaces, sensory support, Essential Companion Tickets and tools to help plan visits around busier periods.
This trial is under review, and feedback from families who are directly affected is an important part of that process. If you wish to share your experience, you can do so here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
BOYCOTT MERLIN Discrimination against neurodivergent people
We have been platinum pass holders for nearly 2 years now visiting numerous Merlin attractions throughout the year. My son harvey is autistic and his favourite thing to do is to go to theme park and ride roller coasters with his brothers. Harvey doesn’t understand the concept of queuing if he has to stand in a long queue he will become very distressed and angry. Merlin have now stopped Harvey having an access pass which means we will no longer be able to visit any attractions. Absolutely disgusting behaviour and discrimination in the worst possible way. We urge everyone to cancel there Merlin passes just like we will be.
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Reece,
Thank you for taking the time to share this and for explaining Harvey’s situation so clearly. It’s easy to hear just how much these visits have meant to him and to your whole family.
The Ride Access Pass is intended as a queuing adjustment and Merlin is currently trialling a change to eligibility based on three specific Nimbus symbols, following updates to the Nimbus scheme and wider consultation. As part of this trial, the “Difficulty with Crowds” symbol is no longer included for RAP eligibility.
At the same time, there’s been a shift towards looking at accessibility across the whole theme park experience, not just queues. This includes things like quiet spaces, sensory support, Essential Companion Tickets, and tools to help guests plan their visit around busier times. These options are intended to offer alternative ways of supporting guests, even though they won’t address every barrier in the same way for everyone.
This trial is being kept under review, and guest feedback plays an important role in shaping what happens next. If you’d like to share your experience, you can do so here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
I have had a pass for years and have…
We had an amazing time at Chessington yesterday and are grateful for the changes to rap. My children had the best time and the new rap app was easy to use and the staff were fab in guest services. Please continue to make this accessible to children with queuing and crowd difficulties as we had a lovely family day out which we would not have been able to do with access to rap.
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Natalie,
Thank you for sharing this. We understand how upsetting these changes feel, especially after so many years of happy family visits to attractions like LEGOLAND and Chessington.
The recent changes to the Ride Access Pass are part of a trial following updates to the Nimbus scheme and we recognise that this has affected guests who previously relied on RAP to enjoy our parks in a way that worked for them. Alongside this, we’re focusing on a wider “whole attraction” approach to accessibility, including quieter spaces, sensory support, Essential Companion Tickets, and planning tools, though we know these won’t feel like a direct replacement for everyone.
This trial is being kept under review and guest feedback is an important part of shaping what happens next. If you’d like to share your experience, you can do so here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
Ride access pass
Ride access pass - discriminating against invisible disability. Absolutely disgusting company, how will a quiet space (not in the queues themselves) help nureodivergent people queue for 1-2hrs? It Absolutely won't and sensory packs you can buy on site, 99% of people would already have these items. This isn't reasonable adjustment it's merlin trying to find any legal loophole the can so they can force people to buy fasttrack just to take their children out for the day. Disgusting
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Amy,
The Ride Access Pass is intended as a queuing adjustment and Merlin is currently trialling a change to eligibility based on three specific Nimbus symbols, following discussions with disability specialists. As part of this trial, the “Difficulty with Crowds” symbol is no longer included for RAP eligibility.
At the same time, there’s been a shift towards looking at accessibility across the whole theme park experience, not just queues. This includes things like quiet spaces, sensory support, Essential Companion Tickets and tools to help guests plan their visit around busier times. These options are intended to offer alternative ways of supporting guests, even though they won’t address every barrier in the same way for everyone.
This trial is being kept under review, and guest feedback will play an important role in what happens next. If you’d like to share your views, you can do so here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
Discriminatory organisation
Merlin’s changes to the ride access pass yesterday are discriminatory, with no consultation with their guests at all.
Merlin has now essentially ignored the needs & voices of the neurodivergent community & has excluded them from meaningful & purposeful access to their attractions meaning annual passes for us are now inaccessible so we shall take our money & our custom elsewhere where we are valued.
The Merlin brand has been damaged irreparably due to these unlawful & discriminatory practices.
2 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hello Sarah,
Thank you for getting in touch about the Ride Access Pass changes being trialled across our UK Resort Theme Parks during the February half-term. We’re really sorry for the upset this has caused and appreciate you taking the time to share how you’re feeling.
These changes followed a review of how access support works across a full visit, particularly for neurodiverse guests, with input from external specialists. It’s recognised that busy environments and crowds can be part of the experience across attractions, not just within queue lines.
As part of the trial, eligibility for the Ride Access Pass is aligned with the three Nimbus symbols. While the “Difficulty with Crowds” symbol isn’t included at this stage, it’s recognised that crowds can still be challenging for some guests. Alongside this, other support remains available, including Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags from Guest Services.
This trial will remain under review ahead of the main season opening in March and Ride Access Pass holders can share feedback here https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020 to help shape next steps. Thank you again for reaching out.
Worth every penny
Best thing I ever did getting a gold pass
Saved over £1000 on day trips in 9 months
I will 100% renew
14 December 2025
Unprompted review
Reply from Merlin Annual Pass
Hi Nicola,
Thanks so much for the amazing feedback! We’re thrilled to hear the Gold Pass has been such great value for you—saving over £1,000 in just 9 months is incredible 🤩
It’s great to know you’ve been able to make the most of it on your day trips. We really appreciate your support and can’t wait to have you renew with us again!
Will never visit any park again…
We have been visiting for years and had numerous passes over the years, due to my sons surgery we haven’t renewed the passes last year and will just do the odd days but planned to rebuy in time for warmer weather…. After the new rules regarding ride access passes we will not be returning to any parks!
How can a company suddenly stop the only thing in place to help ND visitors? It’s against the law what they are doing despite the fact it’s morally wrong!
We visited Disney in October and their disability access is flawless, Merlin should really take note!
I hope they review their decision or I really see legal action being taken.
Disgusting to say they advocate for ND guests.
3 February 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Sara,
Thank you for being so honest about how you’re feeling. We’re truly sorry for how upsetting this has been and we can hear just how angry and hurt you are.
As part of a trial, eligibility for the Ride Access Pass has been aligned with the three Nimbus symbols. While this currently doesn’t include the “Difficulty with Crowds” symbol, we do recognise that crowds can still be incredibly challenging for some guests. Because of this, we’re also focusing on offering other forms of support throughout the day to help guests who are affected by busy environments.
This includes Essential Companion Tickets for guests who need support during their visit, as well as sensory rooms and quiet spaces within our theme parks where guests can step away from busier areas and take time to regulate if needed. Sensory bags are also available from Guest Services at our UK Resort Theme Parks to help support individual sensory needs.
We know this change hasn’t landed well for everyone and your feedback really does matter. You can submit your survey here https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020 and It will be shared with the teams reviewing this trial.
Thank you for taking the time to speak up we’re genuinely sorry for the distress this has caused.
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