Alton Towers forced to ban people with 'anxiety' from using disability queue-jump pass

Alton Towers has banned visitors with anxiety from using its disability queue-jump passes.

Merlin Entertainments will no longer give disabled “fast lane” passes to those with mental health conditions such as anxiety and ADHD.

The company said demand has surged for the passes - which are designed for guests “who may find it difficult, or cannot, stand for long periods of time either due to a physical disability or a learning/emotional impairment”.

People with the conditions were previously eligible for the Ride Access Pass, allowing them and three others to book on a virtual queuing system, which allowed them to wait elsewhere until being called.

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The new system has signs for “Difficulty Standing”, used for people with physical disabilities and mobility impairments.

This contrasts with the symbol “Difficulty with Crowds”, which is “allocated to applicants who have difficulty being in crowded situations or queues, often due to neurodivergence, anxiety, or other non-physical conditions”.

The Ride Access Pass will now only be available for those with the “Difficulty Standing”, “Level Access” and “Urgent Toilet Needs” symbols.

Merlin Entertainment, who also runs Legoland Windsor and Thorpe Park, is now trialing the updated system for the upcoming half-term school holidays.

The number of Britons taking medication for attention-deficit hyperactivity disorder (ADHD) has more than doubled since 2015.

The increased use of the passes led to longer wait times for those with physical disabilities, said Rob Smith, Merlin's chief operating officer.

Now, people with ADHD and anxiety will be given an “essential companion ticket” before they arrive, and access to sensory rooms and quiet spaces.

Mr Smith said: “At Merlin, we are deeply committed to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions.

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“This is an ongoing journey and we continue to listen, learn and adapt by working closely with our guests and trusted accessibility experts to better understand individual needs and put the right support in place.”

He said guests with accessibility needs had reported a decrease in quality of the pass.

“Our guests with additional accessibility needs have increasingly told us that the Ride Access Pass simply isn’t working for them, particularly as demand has grown and queue times for these guests have increased.

“We have listened to this feedback and have been looking at how we can improve the system and find a solution that is in the best interests of all guests.

“That’s why we are making some positive changes including a new digital app and a transparent availability calendar to improve clarity and help families plan with confidence.

“We are also trialling a refined eligibility criterion during the brief opening period of February half‑term; however, we recognise this has raised concerns for some guests.

“Our commitment to supporting neurodiverse guests and those with mental health needs remains.

“We are listening carefully to this feedback and are committed to keeping this approach under review ahead of our main season openings in March.”

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