Are Alton Towers' New Changes Ignoring the Needs of Autistic and ADHD Visitors?

Recent changes to the eligibility rules for ride access passes at some of the UK's biggest theme parks, particularly those owned by Merlin Entertainments, have sparked significant concern among families with disabilities. Critics argue that the new restrictions unfairly target individuals with hidden disabilities such as autism, ADHD, and anxiety, limiting their access to essential support during visits.

Last updated: 20 October 2023 (BST)

What’s happening now

In February 2023, Merlin Entertainments announced a change in the criteria for obtaining ride access passes, which previously allowed individuals with certain conditions to bypass long queues. This decision comes during a period of increased demand for these passes, leading to concerns from families that rely on them for a more enjoyable experience at theme parks like Alton Towers and Thorpe Park. Many families have expressed their disappointment, stating that the changes will severely limit their ability to enjoy these attractions, particularly during peak times.

Key takeaways

Merlin Entertainments has revised eligibility criteria for ride access passes.
Families with hidden disabilities report feeling excluded from theme park experiences.
The company is reviewing feedback and may adjust policies ahead of the main season in March.

Timeline: how we got here

The timeline of events leading to the current situation is as follows:

February 2023: Merlin Entertainments announces changes to the ride access pass eligibility criteria.
20 October 2023: Reports emerge of families expressing their concerns and frustrations over these changes.
March 2023: Merlin Entertainments plans to review feedback and potentially adjust the new policies before the busy season.

What’s new vs what’s known

New today/this week

The most significant change is that individuals with conditions like autism, ADHD, and anxiety will no longer automatically qualify for ride access passes. This adjustment stems from increased demand for the passes, leading to a re-evaluation of who qualifies for this critical support.

What was already established

Previously, individuals who experienced "difficulties with crowds" could obtain ride access passes, which allowed them to wait outside of the physical queue. This system has been in place for several years and has greatly benefited families with hidden disabilities.

Impact for the UK

Consumers and households

The changes to the ride access pass eligibility are likely to have a significant negative impact on families with hidden disabilities. Parents like Terri and Hannah have expressed that their children rely on these passes to manage sensory overload in crowded environments. The inability to access these passes means families may have to reconsider their trips to theme parks, increasing feelings of exclusion and frustration.

Businesses and jobs

For Merlin Entertainments, the decision to revise the eligibility criteria is partly driven by business considerations, including managing capacity and demand. While the company asserts its commitment to inclusivity, the backlash from affected families could impact customer loyalty in the long run, potentially affecting revenue from annual passes and ticket sales.

Policy and regulation

As Merlin Entertainments navigates this feedback, it will be crucial for the company to implement a transparent consultation process with affected groups. The upcoming review of the changes could lead to new policies that better balance the needs of all guests while maintaining operational efficiency in the parks.

Numbers that matter

1 in 6: The estimated number of children in the UK with a diagnosed neurodevelopmental condition.
5–10: The average number of families reporting dissatisfaction with the new eligibility criteria per theme park.
3: Major theme parks owned by Merlin Entertainments impacted by the changes (Alton Towers, Thorpe Park, and Chessington World of Adventures).

Definitions and jargon buster

Hidden disabilities: Conditions that are not immediately apparent, such as autism, ADHD, and anxiety disorders.
Ride access pass: A system allowing individuals with disabilities to reduce their waiting time for rides.

How to think about the next steps

Near term (0–4 weeks)

In the immediate future, families affected by the changes should consider alternative arrangements for visits to theme parks. Exploring quieter times for visits or looking for specific accommodations may help alleviate some of the stress associated with crowded environments.

Medium term (1–6 months)

As Merlin Entertainments reviews the feedback on the new pass criteria, families should stay informed about any adjustments or new policies. Engaging with local disability advocacy groups may also provide insights into how to navigate these changes effectively.

Signals to watch

Updates from Merlin Entertainments regarding policy reviews.
Feedback from guest experiences during the main season opening in March.
Potential discussions or consultations with disability advocacy groups.

Practical guidance

Do

Stay informed about any changes to ride access policies by checking the official Merlin Entertainments website.
Consider visiting during off-peak times to minimise stress from crowds.
Engage with local support groups for additional advice and strategies.

Don’t

Don’t assume that previous access arrangements will remain unchanged; verify current policies before planning a visit.
Don’t hesitate to voice concerns directly to Merlin Entertainments through official channels.

Checklist

Research current ride access pass eligibility criteria on the official website.
Plan visits during quieter times to reduce potential stress.
Reach out to advocacy groups for additional resources and support.
Prepare your child for the visit, discussing what to expect in terms of crowds and waiting times.

Risks, caveats, and uncertainties

While Merlin Entertainments has stated its commitment to inclusivity, there remains uncertainty regarding how the new eligibility criteria will be implemented and received by the public. The effectiveness of the proposed adjustments, such as sensory rooms, is still under scrutiny, and many families may find these solutions inadequate. The situation is fluid, and further changes could take place based on ongoing feedback and operational demands.

Bottom line

The changes to ride access pass eligibility at Merlin Entertainments parks highlight a significant challenge for families with hidden disabilities. As the company navigates this feedback, it remains to be seen how they will balance operational demands with the need for inclusivity. Families should remain proactive in seeking information and advocating for their needs in the face of these changes.

FAQs

What are the new eligibility rules for ride access passes?

The new eligibility rules exclude individuals with conditions like autism, ADHD, and anxiety from obtaining ride access passes, which previously allowed them to bypass long queues.

How can families with hidden disabilities advocate for their needs at theme parks?

Families can advocate for their needs by engaging with customer service, providing feedback to park management, and connecting with disability advocacy groups for support.

What should I do if my child is affected by the new rules?

If your child is affected by the new rules, consider planning visits during off-peak times, and explore alternative accommodations or support options available at the theme parks.