Merlin Reverses RAP Policy After 25,000 Sign Backlash

Just seven days after [announcing controversial changes to its Ride Access Pass (RAP) system](https://gonetoexplore.com/alton-towers-faces-boycott-over-hidden-disabilities-rule-change/), Merlin Entertainments has performed a dramatic U-turn. The company will now continue accepting the "Difficulty with Crowds" access symbol for the pass, reversing a plan that would have excluded many guests with autism, ADHD, and anxiety disorders.

The reversal follows intense backlash from the accessibility community, a petition signed by more than 25,000 people, and widespread media coverage. Merlin's chief operating officer, Rob Smith, issued a personal apology on Thursday, stating: "For those who were impacted by our recent announcement, we are sorry."

What Changed

Last week, Merlin revealed plans to trial a refined RAP system during the February half-term period. Under the proposed changes, only guests with "Difficulty Standing," "Level Access," or "Urgent Toilet Needs" symbols on their Nimbus Access Card would qualify for the pass. The "Difficulty with Crowds" symbol, which many neurodivergent guests rely upon, would no longer have been accepted.

The announcement sparked immediate outrage. Parents of children with autism and ADHD said the changes would effectively bar their families from visiting Merlin attractions. Adults with anxiety disorders described the policy as exclusionary. Within days, a petition demanding reversal gathered over 25,000 signatures.

In a statement posted to the Alton Towers community on Reddit, Merlin acknowledged the depth of feeling. "Your voices matter deeply to us, and they are shaping the decisions we make," the company wrote. "We believe it's important to pause and fully reflect on what you've shared."

Community Reaction Mixed

While many welcomed the reversal, the community response has been nuanced. On Reddit's Alton Towers forum, where much of the organised opposition coalesced, users expressed relief tempered with caution.

"I'm very glad this has been wound back, as this really was a case of throwing the baby out with the bathwater," wrote one forum member. They suggested alternative approaches, such as limiting additional group members rather than excluding disabled guests themselves, or implementing a "pure virtual queueing" system where guests can enjoy the park while waiting for their ride slot.

Others highlighted communication failures in how the changes were announced. "Merlin emailed out on 2nd February, just two weeks before the park opens," noted one commenter. "They could have emailed out back in say November, to give people time to ensure their Access Cards were correctly showing their needs."

Another user pointed to broader communication gaps: "Nimbus put out a message on X (Twitter) rather than emailing its users about the change, meaning almost no one saw it."

The Pressure Problem Remains

Merlin has been clear that while the criteria change is paused, the underlying issues with the RAP system have not disappeared. Smith acknowledged that the system is "under huge pressure" and that demand has grown to the point where some disabled guests were facing longer waits than the main queue. "This isn't the experience we want for anyone," he said.

The company has committed to launching a broader consultation involving disabled guests, accessibility specialists, and industry partners. Martin Austin MBE, managing director of Nimbus Disability, welcomed the move. "Accessibility is constantly evolving and improving, and we welcome Merlin's willingness to listen to feedback," he said.

The British Association of Leisure Parks, Piers & Attractions (BALPPA) noted that pressure on accessibility systems extends beyond Merlin's properties. "British attractions have made significant progress with accessibility, but are facing operational challenges with increasing demand from guests," said chief executive Paul Kelly.

What Happens Next

For now, guests with the "Difficulty with Crowds" symbol can continue booking RAP access as before. Merlin has promised to continue sharing updates as its consultation progresses.

The company has also outlined several immediate improvements to the system, including a new digital app and a transparent availability calendar designed to help families plan visits with greater confidence.

But as one Reddit user summarised, the core challenges remain unresolved: "The remaining issue appears two-fold. One, if there is abuse of RAP, how to stop it in a fair way. Two, the queues are too long, encouraging this abuse. Fix that."

Whether Merlin's promised consultation can deliver solutions that satisfy both operational needs and accessibility rights remains to be seen. For now, families who feared losing access to beloved attractions can breathe easier, knowing their voices were heard.

This reversal comes during a busy period for UK theme park news, with [Paultons Park preparing to open its new Valgard land in May](https://gonetoexplore.com/paultons-park-valgard-opens-may-16-with-first-ever-inverting-coaster/) and Alton Towers itself running its Pirate Takeover event this season.

Sources

- [BBC News - Alton Towers U-turns on plan to restrict disability pass](https://www.bbc.co.uk/news/articles/cx2gyggxv4no)

- [Daily Mail - Alton Towers U-turns on plan to restrict disability pass for people with ADHD and anxiety](https://www.dailymail.co.uk/travel/article-15554017/alton-towers-disability-queue-passes-adhd-autism-ban-u-turn.html)

- [The Guardian - Alton Towers to test excluding people with autism and ADHD from disability fast lane](https://www.theguardian.com/society/2026/feb/05/alton-towers-to-test-excluding-people-with-autism-and-adhd-from-disability-fast-lane)

- [Reddit r/altontowers - New RAP Update from Merlin](https://www.reddit.com/r/altontowers/comments/1r2uene/new_rap_update_from_merlin/)