Meeting the complex needs and requirements of a huge customer base is a delicate balancing act as Merlin Entertainments, owners of Alton Towers, can testify. During next week’s busy half-term the operator will be trialling changes to its ride access path. The results of the trial will be assessed prior to any roll-out is confirmed.
Alton Towers is trialling changes to its disability fast-lane system that will restrict access for some visitors with additional needs, including people with autism, ADHD and anxiety.
The trial, which will run during half-term from 14 to 22 February, will see Merlin Entertainments limit its ‘ride access pass’ to guests who have difficulty standing, require level access, or have urgent toilet needs. Visitors who find crowds overwhelming will no longer be eligible for the pass during the trial period.
Merlin, which operates the Staffordshire theme park as well as Chessington World of Adventures and Legoland Windsor, currently offers the ride access pass to people whose disability or medical condition makes queueing difficult. The pass allows guests to use a virtual queuing system, enabling them to wait away from busy lines before returning at an allocated time, accompanied by up to three people.
However, the company said feedback from disabled visitors with ‘additional accessibility needs’ suggested that the system isn’t working for them, particularly as demand has grown and queue times for these guests have increased.
Under the trial arrangements, guests who have difficulty with crowds will instead be offered one free essential companion ticket, as well as access to sensory rooms and designated quiet spaces across the park. Merlin said these measures are intended to provide calmer environments for visitors who may struggle with noise and congestion.
The changes have prompted concern among disability and autism campaigners. Christine Flintoft-Smith, head of autism accreditation and projects at the National Autistic Society (NAS), said the organisation understood “the concerns of autistic people and their families about the changes”.
She added: “We met with Merlin to raise concerns directly and to hear their plans for the future.” Flintoft-Smith emphasised that NAS has worked with Merlin “for many years, so we know how committed the team is to ensuring that their facilities are friendly and welcoming for autistic visitors”.
She continued: “We are pleased that Merlin is listening to feedback from autistic visitors to their sites on the changes, and have said they will review the new arrangement after the February half-term.”
Rob Smith, Merlin’s chief operating officer, acknowledged that the trial had raised concerns for some guests. He said: “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. We remain deeply committed to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions.”
Visitors who want to skip queues at Alton Towers can also purchase a paid Fastrack ticket, which starts at £35 on top of the standard admission price.
Merlin said the results of the half-term trial would be reviewed before any longer-term decisions are made.
Originally published on Coinslot on February 16, 2026. Republished with permission.