Merlin Entertainments has announced a major overhaul of its accessibility offerings across its UK resort theme parks, set to introduce a brand-new "virtual queuing" system for Ride Access Pass (RAP) users starting in late 2026.
Designed following extensive feedback from its guests, disability experts, and leading advocacy organisations, the upcoming system aims to eliminate physical queues for visitors with additional accessibility needs while maintaining the existing eligibility criteria.
Key Highlights of the New RAP System
- Phased Rollout: The first stage of implementation will launch at Alton Towers at the end of this year, leading up to a full rollout across UK resort theme parks ahead of the peak 2027 summer season.
- App-Based Virtual Queuing: The new system allows RAP users and up to three companions to select rides and receive return time slots via a dedicated app. Wait times will mirror standard queue durations, but guests will have the flexibility to wait in quieter or more accessible areas of the park rather than standing in traditional lines.
- Streamlined Entry: When notified via the app that their return time is approaching, guests will head to the ride where designated 'merge hosts' and newly invested separate queue lines will assist them in entering smoothly from the RAP entrance.
- Future Ambitions: Once the system proves effective, Merlin intends to remove the current requirement to pre-book a RAP slot in advance, offering spontaneous flexibility to families and visitors.
Industry Collaboration and Stakeholder Engagement
The development of the virtual queuing framework involved close consultations with prominent disability charities and industry partners, including Disability Rights UK, Scope, ADHD UK, the National Autistic Society, Business Disability Forum, Nimbus Disability, and BALPPA (British Association of Leisure Parks, Piers and Attractions).
John McLachlan, Interim Chief Executive Officer of Scope, welcomed the move:
"These changes represent a positive step in removing unnecessary barriers, to improve the experience of disabled visitors."
Martin Austin MBE, Chief Executive of Nimbus Disability, added:
"It is clear that the new virtual queuing approach will provide greater flexibility for many guests, and the intention to phase out the pre-booking requirement is also a positive step."
Moving Away from Legacy Restrictions
The new approach replaces the legacy system, which required pre-booked slots and a 'reverse queuing' format where guests rode first and then waited afterward before accessing subsequent attractions. By addressing these pain points, Merlin aims to deliver a more comfortable, inclusive, and seamless day out for millions of visitors.
Rob Smith, Chief Operating Officer at Merlin Entertainments, noted:
"Over the past few months, we have listened carefully to feedback... This new virtual queuing approach has been designed in response to that feedback. By providing a practical alternative that avoids RAP guests having to wait in physical queue lines, we believe it will significantly improve visits for these users and their families."
As the initial rollout commences at Alton Towers, Merlin will actively gather feedback from RAP users via app-based surveys to refine the system prior to the nationwide 2027 debut.
Stay tuned to Theme Park Network for ongoing updates on attractions technology, operational insights, and industry standards.
