Alton Towers Faces Boycott Over 'Hidden Disabilities' Rule Change

Merlin Entertainments, the operator behind Alton Towers, Thorpe Park and LEGOLAND Windsor, has sparked a major public backlash after changing its Ride Access Pass (RAP) eligibility criteria. The new rules exclude visitors with ADHD and Autism from accessing the virtual queuing system, affecting thousands of families planning half-term visits.

What Changed

The Ride Access Pass scheme allows guests who struggle with crowds or long waits to join a virtual queue rather than standing in physical lines. Previously, visitors with "hidden disabilities" such as ADHD and Autism qualified for this accommodation.

Under the new trial rules, only those with specific Nimbus Access Card symbols - including "difficulty standing" and "urgent toilet needs" - will qualify. Visitors whose cards show "difficulty with crowds" will be expected to join standard queues, regardless of whether they have ADHD, Autism or other neurodivergent conditions.

The Backlash

More than 24,500 people have signed a petition demanding an immediate reversal of the policy. The Mirror reports that thousands of families are now boycotting Merlin attractions over what they call a "disgraceful" rule change.

Rebecca McAllister, a mother of four from Manchester with two neurodivergent children, told the Mirror: "The crowds, the noises, the flashing lights, and especially the long waits - you can be waiting over two hours for one ride in the summer - the unpredictability of it all can be very overwhelming, especially for children with neurodivergent needs."

She described the changes as "the opposite of inclusion" and warned that mixing children having sensory meltdowns with standard queues creates distress for everyone.

Merlin's Response

Merlin Entertainments says the change is being trialled because of a sharp rise in RAP demand and complaints that the system "simply isn't working" for disabled visitors due to longer wait times.

The company is offering alternative support instead: one free "essential companion ticket", plus access to sensory rooms and quiet spaces at their attractions.

Rob Smith, chief operating officer at Merlin Entertainments, said: "We remain deeply committed to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions. This is an ongoing journey and we continue to listen, learn and adapt by working closely with our guests and trusted accessibility experts."

Why This Matters

The trial is running during February half-term, one of the busiest periods for UK theme parks. If deemed successful, the restrictions could become permanent and potentially set a precedent across the leisure industry.

Bobby Pratap, deputy CEO of Care ADHD, expressed concern about growing stigma as diagnosis rates rise: "To get a clinical diagnosis, you need to demonstrate significant impairment in lots of areas of your life. We see people seriously suffering with their conditions. It impacts relationships, education, the criminal justice system, employment, and can lead to really serious consequences."

What Families Can Do

Affected families have several options:

- Sign the petition at Change.org calling for immediate policy reversal

- Contact Merlin Entertainments customer services before booking

- Request a Nimbus Access Card with qualifying symbols if eligible

- Consider alternative attractions with more accessible policies

The petition organisers argue that hidden disabilities are still disabilities, and that excluding neurodivergent visitors from equal access provisions violates the spirit of equality legislation.

The Bottom Line

This policy change highlights the growing tension between commercial pressures and accessibility obligations at major UK attractions. With 24,500 signatures and counting, the boycott represents a significant challenge to Merlin's brand reputation just as the 2026 season begins.

For families with neurodivergent children, the message is clear: check the new eligibility criteria before booking, and be prepared to advocate for your needs if the current trial becomes permanent.

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**Sources**

- <https://www.mirror.co.uk/news/uk-news/thousands-boycott-alton-towers-after-36703877>

- <https://www.change.org/p/hidden-disabilities-still-need-support-change-the-ride-access-pass-system-immediately>

- <https://www.itv.com/news/westcountry/2026-02-11/theme-park-to-reopen-despite-liquidation-announcement>