A recent decision by Merlin Entertainments, the company behind popular UK theme parks like Alton Towers and Thorpe Park, has sparked anger and disappointment among families with certain disabilities. The company's announcement that it will no longer allow individuals with conditions such as autism, ADHD, and anxiety to use the disability queuing system has left many feeling targeted and excluded.
'A Step Backwards for Inclusion'
Merlin Entertainments cited increased demand for ride access passes as the reason for this change, which will be implemented during the February half-term. Critics argue that this move unfairly singles out those with hidden disabilities, a group that already faces unique challenges in accessing public spaces and entertainment venues.
The company's commitment to supporting neurodivergent guests and those with mental health needs is being called into question. While they claim to be listening to feedback and keeping the new approach under review, the impact on families like Terri's and Emma's is undeniable.
Terri, a mother from Stoke-on-Trent, shares her frustration. Her five-year-old son Jasper, who is autistic, has enjoyed visits to CBeebies Land at Alton Towers for years. With the new Bluey ride, Jasper was especially excited, but Terri fears the new restrictions will prevent him from experiencing it.
"We wouldn't be able to go to Alton Towers because we couldn't risk big queues," Terri explains. The ride access pass, which allowed them to use a virtual queuing system and reduce waiting times, has been a lifeline for her family. Now, with the new rules, Jasper is no longer eligible, leaving Terri feeling angry and upset.
Emma, another visitor, shares similar sentiments. She enjoys visits to Alton Towers and Thorpe Park but struggles with anxiety in large crowds. The new eligibility criteria have left her devastated and feeling excluded.
"It definitely made me feel angry," Emma says. One of the adjustments offered by Merlin is sensory rooms or quiet spaces, but Emma points out that these are not helpful for her situation, as they would require leaving the ride queue, defeating the purpose.
Hannah, a mother from Yorkshire, and her autistic son Eren, a major theme park enthusiast, are also affected. Hannah explains that Eren's sensory difficulties make queuing in crowded, noisy environments distressing. Without the time and space to recover from sensory overload, he would not be able to access the rides he loves.
"A Mix of Disappointment and Anger"
Rob Smith, Chief Operating Officer of Merlin Entertainments, acknowledges that customer feedback has indicated the previous ride access pass system was no longer effective due to increased demand. The company is trialing new eligibility criteria, but this has raised concerns for visitors like Hannah, Terri, and Emma.
"We are listening carefully to this feedback and are committed to keeping this approach under review," Smith assures. However, the impact of these changes on families with hidden disabilities cannot be understated.
And this is the part most people miss: the very real impact these decisions have on the lives of those with disabilities. It's not just about access to rides; it's about feeling included, valued, and understood.
So, what do you think? Is this a necessary step to manage demand, or does it go too far in excluding those with hidden disabilities? Share your thoughts in the comments below!
