A bold move by Alton Towers has sparked controversy and raised important questions about accessibility. The theme park plans to exclude individuals with autism, ADHD, and anxiety from their disability fast lane during a trial period over the February half-term holidays. But here's where it gets controversial...
Merlin Entertainments, the company behind Alton Towers, offers a "ride access pass" to accommodate visitors with disabilities or medical conditions that make queueing challenging. This pass allows guests and up to three companions to book a slot on a virtual queueing system, providing a more comfortable waiting experience away from crowded lines.
However, the company has received feedback from disabled visitors with additional accessibility needs, stating that the digital pass isn't meeting their requirements, especially as demand has increased and wait times have grown.
People who struggle with crowds have been granted access to this pass so far. But during the trial, Merlin will restrict the pass to guests who have difficulty standing, require level access, or have urgent toilet needs. Those who find crowds challenging will receive an essential companion ticket and access to sensory rooms and quiet spaces within the park.
The changes will also be implemented at Chessington World of Adventures and Windsor Legoland, both operated by Merlin.
Christine Flintoft-Smith, head of autism accreditation and projects at the National Autistic Society (NAS), acknowledged the concerns of autistic individuals and their families regarding these alterations. NAS met with Merlin to discuss these concerns and hear about their future plans.
Flintoft-Smith emphasized the NAS's long-standing partnership with Merlin, highlighting their commitment to creating an inclusive and welcoming environment for autistic visitors. She expressed satisfaction that Merlin is actively listening to feedback from autistic guests and plans to review the new arrangement after the February half-term.
Rob Smith, chief operating officer at Merlin, acknowledged that the changes have raised concerns for some guests. He assured that Merlin remains dedicated to supporting neurodiverse guests and those with mental health needs.
"We are listening carefully to this feedback and are committed to keeping this approach under review ahead of our main season openings in March," Smith said. "We strive to create inclusive experiences and ensure all our guests feel supported during their visits."
For those who wish to skip the queues at Alton Towers, a "Fastrack" pass is available for purchase, starting at an additional £35 on top of the ticket price.
The approach will be thoroughly evaluated after the half-term holidays, and we invite you to share your thoughts and experiences in the comments. Do you think these changes are a step towards better accessibility, or do they fall short of accommodating the diverse needs of visitors? We'd love to hear your opinions and spark a discussion on this important topic.
