We had a great time at Alton Towers recently and before at Chessington World of Adventures. We all loved rides like ‘The Wicker Man’ and my son and I loved Galactica and Nemesis all at Alton Towers... See more
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We come extremely often to the number1 team park Alton Towers indeed.All though we have platinum passes, we have NO desire to go anywhere else.The staff are absolutely magical with us , they go out... See more
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First time at Alton Towers. It's a great place for the brave. We went on a very hot Friday in July. We knew it would be busy but were date restricted. The park was inundated with school trips (as we... See more
Expensive but the perks this year are much better, appreciate the free fast-track per visit, which helps as the queues are just ridiculous!!
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Company details
Written by the company
Unlock unforgettable in 2025 with a Merlin Annual Pass - the ultimate passport that unlocks epic days out at the UK’s biggest & best attractions! Get access to Britain’s most thrilling and awesome experiences, plus exclusive discounts and perks. Say YES to an EPIC season of fun! Merlin Annual Pass is your portal to incredible adventure, heart-racing rollercoasters, and so much more. With a Merlin Annual Pass, you can visit over 20 attractions including Alton Towers, Thorpe Park, The LEGOLAND® Windsor Resort, The London Eye, and SEA LIFE Aquariums. You’ll never be bored during the holidays again, whether it’s a soggy Sunday, a wickedly fun Wednesday, or a terrific Tuesday filled with thrills. Grab your Pass for an epic adventure for the whole family!
Contact info
Arbor Building, 16th Floor 255 Blackfriars Road London , SE1 9AX, London, United Kingdom
- 01372 751411
- info@merlinannualpass.co.uk
- merlinannualpass.co.uk
3.8
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Boycott this company not inclusive to…
Boycott this company not inclusive to those with disabilities
February 4, 2026
Unprompted review
Reply from Merlin Annual Pass
Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialling across UK Resort Theme Parks during the upcoming February half-term.
The Ride Access Pass is currently being trialled with updated eligibility linked to specific Nimbus symbols, following wider changes to that scheme. As part of this trial, the “Difficulty with Crowds” symbol is no longer included for RAP eligibility. While this change is being tested, it’s recognised that queueing and busy environments can still be very challenging for some neurodivergent guests.
Alongside this, there has been a focus on supporting guests across their whole visit through other adjustments, such as quieter spaces, sensory support, Essential Companion Tickets, and planning tools.
We remain committed to keeping this position under review ahead of our main season opening in March and will be inviting all those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps.
Cancelling my pass
I’ve had a platinum pass for years but I will now be boycotting this company for there frankly sickening handling of the ride access pass system and communication
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Dan
Our RAP eligibility process is intended to be thorough, and it supports a wide range of guests with different access needs.
Any changes to how access support works are carefully considered. We’ve spent time reviewing how we can better support guests across their whole visit, particularly neurodiverse guests and have taken advice from external specialists as part of this work. We know that busy environments can be challenging and that crowds can be encountered throughout an attraction, not just in queue lines.
As part of a trial, eligibility for RAP is now aligned with the three Nimbus symbols. While this trial does not include the “Difficulty with Crowds” symbol, we recognise that crowds can still be challenging for some guests. Alongside this, we’re focusing on offering other reasonable adjustments and forms of support throughout the day for guests who may be affected by busy environments. This includes Essential Companion Tickets for guests who need support during their visit, as well as sensory rooms and quiet spaces within our theme parks where guests can take time away from busier areas if they need to regulate. Sensory bags are also available from Guest Services at our UK Resort Theme Parks to help support sensory needs during the day.
We recognise that access needs vary from person to person, particularly when it comes to managing crowds. By working with Nimbus as part of our RAP eligibility process, we aim to better understand individual needs and, where appropriate, ensure these can be reassessed so that fair and considerate adjustments can be explored.
We know this is an important and sensitive topic, and we remain committed to keeping this position under review ahead of our main season opening in March and will be inviting all those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps.
Disabilities need not apply
Merlin have made passes inaccessible to neurodivergent families
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Anthony,
Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialling across UK Resort Theme Parks during the upcoming February half-term.
We remain committed to keeping this position under review ahead of our main season opening in March, and we invite those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps by completing the following survey.
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
Autistic kid no longer allowed to access the park
Had to cancel our annual passes because you're no longer allowing autistic people to access the park safely.
My son is obsesesd with rollercoasters. We'd come to the parks at least once a month. Was such a good day out for him and we'd use RAP so we could slot in the time, explain to him how long the wait is and allow him to wander around a bit to keep himself regulated.
Now you've decided that people who have difficulty queueing in crowds are no longer allowed RAP. So you're going to force him to stand in queues, causing melt downs, anxiety and possibly self harming as he bites himself and hits himself if he cannot regulate his emotions. We do our best to control it but you are now forcing us to pick between:
Allowing our son to be extremely upset and struggling
or no longer going to the park
Why? Why have you decided that a certain group fo dsiabilities are no longer allowed safe access to your parks? Why are we being punished? We did nothing wrong. But you can stuff your pass, we'll find an alternative park that still cares and understands disabled people deserve access to places in a safe way.
February 4, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Jessie,
Thank you for sharing this so openly. It’s very clear how much these visits have meant to your son and to your family, and how carefully you’ve been managing his needs to make theme park days positive and safe for him.
It’s completely understandable why this feels so distressing. Having a structure that allowed you to explain wait times, give your son space to regulate and avoid situations that could lead to severe anxiety or self-harm clearly made all the difference.
The Ride Access Pass is currently part of a trial where eligibility has been updated and this means the “Difficulty with Crowds” symbol is no longer included for RAP at this time. While this approach is being tested, it’s recognised that queueing and crowded environments can still be extremely difficult for some neurodivergent guests, particularly where emotional regulation and safety are involved.
Alongside this trial, there has been a wider focus on supporting guests across their whole visit through other adjustments, such as quieter spaces, sensory support, Essential Companion Tickets and tools to help plan visits around busier periods.
This trial is under review, and feedback from families who are directly affected is an important part of that process. If you wish to share your experience, you can do so here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
BOYCOTT MERLIN Discrimination against neurodivergent people
We have been platinum pass holders for nearly 2 years now visiting numerous Merlin attractions throughout the year. My son harvey is autistic and his favourite thing to do is to go to theme park and ride roller coasters with his brothers. Harvey doesn’t understand the concept of queuing if he has to stand in a long queue he will become very distressed and angry. Merlin have now stopped Harvey having an access pass which means we will no longer be able to visit any attractions. Absolutely disgusting behaviour and discrimination in the worst possible way. We urge everyone to cancel there Merlin passes just like we will be.
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Reece,
Thank you for taking the time to share this and for explaining Harvey’s situation so clearly. It’s easy to hear just how much these visits have meant to him and to your whole family.
The Ride Access Pass is intended as a queuing adjustment and Merlin is currently trialling a change to eligibility based on three specific Nimbus symbols, following updates to the Nimbus scheme and wider consultation. As part of this trial, the “Difficulty with Crowds” symbol is no longer included for RAP eligibility.
At the same time, there’s been a shift towards looking at accessibility across the whole theme park experience, not just queues. This includes things like quiet spaces, sensory support, Essential Companion Tickets, and tools to help guests plan their visit around busier times. These options are intended to offer alternative ways of supporting guests, even though they won’t address every barrier in the same way for everyone.
This trial is being kept under review, and guest feedback plays an important role in shaping what happens next. If you’d like to share your experience, you can do so here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
I have had a pass for years and have…
We had an amazing time at Chessington yesterday and are grateful for the changes to rap. My children had the best time and the new rap app was easy to use and the staff were fab in guest services. Please continue to make this accessible to children with queuing and crowd difficulties as we had a lovely family day out which we would not have been able to do with access to rap.
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Natalie,
Thank you for sharing this. We understand how upsetting these changes feel, especially after so many years of happy family visits to attractions like LEGOLAND and Chessington.
The recent changes to the Ride Access Pass are part of a trial following updates to the Nimbus scheme and we recognise that this has affected guests who previously relied on RAP to enjoy our parks in a way that worked for them. Alongside this, we’re focusing on a wider “whole attraction” approach to accessibility, including quieter spaces, sensory support, Essential Companion Tickets, and planning tools, though we know these won’t feel like a direct replacement for everyone.
This trial is being kept under review and guest feedback is an important part of shaping what happens next. If you’d like to share your experience, you can do so here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
Ride access pass
Ride access pass - discriminating against invisible disability. Absolutely disgusting company, how will a quiet space (not in the queues themselves) help nureodivergent people queue for 1-2hrs? It Absolutely won't and sensory packs you can buy on site, 99% of people would already have these items. This isn't reasonable adjustment it's merlin trying to find any legal loophole the can so they can force people to buy fasttrack just to take their children out for the day. Disgusting
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Amy,
The Ride Access Pass is intended as a queuing adjustment and Merlin is currently trialling a change to eligibility based on three specific Nimbus symbols, following discussions with disability specialists. As part of this trial, the “Difficulty with Crowds” symbol is no longer included for RAP eligibility.
At the same time, there’s been a shift towards looking at accessibility across the whole theme park experience, not just queues. This includes things like quiet spaces, sensory support, Essential Companion Tickets and tools to help guests plan their visit around busier times. These options are intended to offer alternative ways of supporting guests, even though they won’t address every barrier in the same way for everyone.
This trial is being kept under review, and guest feedback will play an important role in what happens next. If you’d like to share your views, you can do so here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
Discriminatory organisation
Merlin’s changes to the ride access pass yesterday are discriminatory, with no consultation with their guests at all.
Merlin has now essentially ignored the needs & voices of the neurodivergent community & has excluded them from meaningful & purposeful access to their attractions meaning annual passes for us are now inaccessible so we shall take our money & our custom elsewhere where we are valued.
The Merlin brand has been damaged irreparably due to these unlawful & discriminatory practices.
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hello Sarah,
Thank you for getting in touch about the Ride Access Pass changes being trialled across our UK Resort Theme Parks during the February half-term. We’re really sorry for the upset this has caused and appreciate you taking the time to share how you’re feeling.
These changes followed a review of how access support works across a full visit, particularly for neurodiverse guests, with input from external specialists. It’s recognised that busy environments and crowds can be part of the experience across attractions, not just within queue lines.
As part of the trial, eligibility for the Ride Access Pass is aligned with the three Nimbus symbols. While the “Difficulty with Crowds” symbol isn’t included at this stage, it’s recognised that crowds can still be challenging for some guests. Alongside this, other support remains available, including Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags from Guest Services.
This trial will remain under review ahead of the main season opening in March and Ride Access Pass holders can share feedback here https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020 to help shape next steps. Thank you again for reaching out.
Worth every penny
Best thing I ever did getting a gold pass
Saved over £1000 on day trips in 9 months
I will 100% renew
December 14, 2025
Unprompted review
Reply from Merlin Annual Pass
Hi Nicola,
Thanks so much for the amazing feedback! We’re thrilled to hear the Gold Pass has been such great value for you—saving over £1,000 in just 9 months is incredible 🤩
It’s great to know you’ve been able to make the most of it on your day trips. We really appreciate your support and can’t wait to have you renew with us again!
Will never visit any park again…
We have been visiting for years and had numerous passes over the years, due to my sons surgery we haven’t renewed the passes last year and will just do the odd days but planned to rebuy in time for warmer weather…. After the new rules regarding ride access passes we will not be returning to any parks!
How can a company suddenly stop the only thing in place to help ND visitors? It’s against the law what they are doing despite the fact it’s morally wrong!
We visited Disney in October and their disability access is flawless, Merlin should really take note!
I hope they review their decision or I really see legal action being taken.
Disgusting to say they advocate for ND guests.
February 3, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Sara,
Thank you for being so honest about how you’re feeling. We’re truly sorry for how upsetting this has been and we can hear just how angry and hurt you are.
As part of a trial, eligibility for the Ride Access Pass has been aligned with the three Nimbus symbols. While this currently doesn’t include the “Difficulty with Crowds” symbol, we do recognise that crowds can still be incredibly challenging for some guests. Because of this, we’re also focusing on offering other forms of support throughout the day to help guests who are affected by busy environments.
This includes Essential Companion Tickets for guests who need support during their visit, as well as sensory rooms and quiet spaces within our theme parks where guests can step away from busier areas and take time to regulate if needed. Sensory bags are also available from Guest Services at our UK Resort Theme Parks to help support individual sensory needs.
We know this change hasn’t landed well for everyone and your feedback really does matter. You can submit your survey here https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020 and It will be shared with the teams reviewing this trial.
Thank you for taking the time to speak up we’re genuinely sorry for the distress this has caused.
If I could give no star review I would…
If I could give no star review I would ! What Merlin have implemented from yesterday regarding the RAP passes is disgusting ! Blatant discrimination at its finest against neurodivergent people ! Asd and adhd is also a physical disability ! Merlin should hang their heads In shame ! Think their days of running theme parks will be over soon as they have been running Alton towers into the ground for years and their customer service team is shocking now they just don’t care ! Merlin passes are now cancelled and I’m sure many will be doing this too !
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi guest,
Thank you for sharing how you feel. We’re really sorry for the upset this has caused and understand how distressing this change has been.
As part of a trial, eligibility for the Ride Access Pass has been aligned with the three Nimbus symbols. While this doesn’t currently include the “Difficulty with Crowds” symbol, we recognise that busy environments can still be challenging. Alongside this, we’re offering other support such as Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags available from Guest Services.
We know this change hasn’t worked for everyone and your feedback truly matters. Thank you for taking the time to share it with us.
Reply from Merlin Annual Pass
Hi Guest,
Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialing across UK Resort Theme Parks during the upcoming February half-term. We remain committed to keeping this position under review ahead of our main season opening in March and will be inviting all those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps.
This is unfair for people with adhd…
This is unfair for people with adhd autism and tics and learning difficulties like myself where queuing for long amount of times is stressful and affects my day!! This is truly unfair and I will be not renewing my pass in July due to not being able to use The ride access pass soon.
February 3, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Lewis,
Thank you for taking the time to share your feedback. We recognise that access needs vary from person to person, particularly when it comes to managing crowds. Through our partnership with Nimbus as part of the RAP eligibility process, we aim to better understand individual needs and, where appropriate, these can be reassessed so that fair and considerate adjustments can be made.
As part of a current trial, RAP eligibility is aligned with the three Nimbus symbols. While this trial does not include the “Difficulty with Crowds” symbol, we understand that busy environments may still be challenging for some guests. Alongside RAP, we provide additional support, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks to help guests manage sensory demands throughout their visit.
We take this issue seriously and remain committed to listening to guest feedback and investing in supportive options to ensure our theme parks are welcoming, accessible, and enjoyable for everyone. We want to reassure you that our intention is never to exclude anyone. This is an important and sensitive topic and guest feedback plays a vital role in helping us review and improve our approach. We’ll continue to listen, work with external specialists, and invest in supportive options to help make our theme parks as welcoming and enjoyable as possible for everyone.
New ride access pass rules stop mental…
New ride access pass rules stop mental health conditions obtaining a ride access pass. This goes against the equality act 2010 which is posted on their own website. I hope Merlin will be refunding passes that people can no longer use. Absolutely disgusting way to treat people and illegal. Way to go killing your business. Not to mention how you will be affecting adults and children alike. Alton towers has become a money machine since Legoland bought it out. Extortionate prices, no entertainers or ride builders anymore. Rides breaking down more often than before and not as clean. Same for all the other parks too. Sealife is a ridiculous price too. Blackpool had a huge chunk shut when I visited but no reduction for people paying. I will boycott Merlin now. Roll on Universal!
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Tricia,
Thank you for sharing how you feel. We’re truly sorry for how upsetting this situation has been and understand the strength of feeling behind your message. We know how important access support is for adults and children with additional needs and we recognise how distressing these changes have felt for many guests.
We’re also sorry to hear how disappointed you’ve been with your wider experiences across our attractions. When visits don’t meet expectations, it can really affect trust and enjoyment and we understand why this has added to your frustration.
Your feedback matters and will be shared with the relevant teams as part of our ongoing review. If you’d like to share your experience in more detail, you can do so through our Ride Access Pass feedback survey here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
Thank you for being open with us, we’re genuinely sorry for the upset this has caused.
Discrimination about guests with…
Discrimination about guests with disabilities, shame
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Charlie,
Thank you for taking the time to share your feedback. We recognise that busy environments can present challenges, and that crowds are encountered throughout our theme parks. Our attractions may also include highly sensory elements, such as loud noises, flashing or strobe lighting, ride sound effects, and busy spaces, which we understand can be difficult for some guests, including those who are neurodivergent or who have additional sensory needs.
As part of a current trial, RAP eligibility is aligned with the three Nimbus symbols. While this trial does not include the “Difficulty with Crowds” symbol, we acknowledge that busy environments may still be challenging for some guests. Alongside RAP, we provide alternative forms of support, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks to help guests manage sensory demands throughout their visit.
Our intention is never to exclude anyone, but to improve accessibility across our attractions. We will continue to listen, review, and evolve our approach so that every guest feels welcomed and supported during their visit. Guest feedback plays a vital role in this process, and we remain committed to investing in supportive options to make our theme parks as inclusive and enjoyable as possible for everyone.
I've had my gold pass for 4 years now but it doesn't ever work properly
I've had my gold pass for 4 years now. While the value for money has been good, the annual pass system has been dire. My pass has been unusable multiple times and needed reprinting for not scanning on the gate. Sometimes this takes half an hour detours, having to do security multiple times. I've had to make phone calls and more to try and fix it. Currently my discount scan is broken but it works on the gate. Whatever software they use under the hood is creaky as hell and has given me a terrible customer experience. I don't expect it to ever be fixed. I think I'm on my 5th physical pass in 4 years. My partner has also had issues with his and had to travel from the London Eye to Tausauds to get his pass reprinted so he could use it.
November 8, 2025
Unprompted review
Reply from Merlin Annual Pass
Hi Elizabeth,
Thank you for taking the time to explain what’s been happening. We’re genuinely sorry for the repeated problems you’ve experienced with your Gold Pass over the years. We can only imagine how frustrating and exhausting it must be to have something that should be straightforward cause so much disruption to your visits, especially when it’s happened more than once.
We understand how upsetting it is to face delays at the gates, have to make detours for reprints, go through security multiple times and spend time making phone calls just to get things working. Having to replace your pass so many times and seeing your partner experience similar issues, is not the experience we want for any of our Annual Pass holders and we’re really sorry that this has been your reality.
Thank you for being honest about how unreliable the system has felt and the impact it’s had on your enjoyment. Your feedback matters and we’ll make sure it’s shared with the relevant teams so they fully understand the ongoing issues and the effect they’re having on our guests.
If you’d like to talk this through with us in more detail, we’d really welcome that. Please feel free to email info@merlinannualpass.co.uk and our team will be happy to discuss your experience and see how we can help.
Thank you again for sticking with us for so long and for taking the time to raise this, we truly appreciate it and we’re sorry for the frustration you’ve been caused.
DO NOT USE MERLIN - they discriminate against disabilities
I am absolutely disgusted by Merlin announcing their new RAP rules. Discriminating against those with invisible disabilities. I would like to know how I go about cancelling my annual pass. I pay monthly for it and only joined in October, however as I will no longer be able to come then I will NOT be paying.
I have also tried to use the live chat feature online for it to say it’s out of action until 6th Feb, how convenient. You knew exactly what was coming yet you decided to wait until now to announce it, and now you have you don’t want to deal with it so turn off your live chat feature due to ‘maintenance’.
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Charlie,
Thank you for getting in touch and for sharing how strongly you feel about this announcement. We’re very sorry to hear how upsetting and frustrating these changes have been, particularly given the impact they’ve had on your ability to visit our attractions.
We want to reassure you that the changes to the Ride Access Pass were not made lightly. However, we understand that for some guests, the outcome of this trial means the support they previously relied on no longer meets their needs and we appreciate you raising this with us.
We’re also sorry for the frustration caused by our live chat service being unavailable at this time. We understand how disappointing it is when you’re trying to reach us for support and we appreciate your patience while this service is undergoing maintenance.
If you wish to discuss cancelling your Annual Pass and the associated monthly payments, our Guest Services team will be able to review your account and advise on the options available. You can contact them by emailing info@merlinannualpass.co.uk, via our online contact form, or once live chat becomes available again.
We are also keen to hear directly about your experience and feedback on the Ride Access Pass trial. You can share your thoughts through our feedback survey here:
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
We recognise that you joined recently and that this situation has had a significant impact on your plans. Your feedback will be shared with the relevant teams as part of our ongoing review of the Ride Access Pass trial, as we continue to look at how we can better support our guests.
Absolute Shambles regarding the new RAP…
Absolute Shambles regarding the new RAP system. Discrimination for people with learning disabilities. Watch your numbers drop, you have annoyed the people who visit you most. Roll on Universal...
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Kirsten,
Thank you for taking the time to share your feedback. We understand that busy and highly sensory environments can be challenging, particularly for neurodivergent guests or those with additional sensory needs, and we recognise how important it is that everyone feels supported during their visit.
Our RAP eligibility process is designed to be thorough and to support a wide range of access needs. As part of a current trial, eligibility is aligned with the three Nimbus symbols. While this does not include the “Difficulty with Crowds” symbol, we recognise that crowds can still be challenging and can be encountered throughout our attractions, not just in queue lines.
Alongside RAP, we offer other support options, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks. These are intended to help guests manage busy environments throughout the day.
We want to reassure you that our intention is never to exclude anyone. This is an important and sensitive topic, and guest feedback plays a vital role in helping us review and improve our approach. We’ll continue to listen, work with external specialists, and invest in supportive options to help make our theme parks as welcoming and enjoyable as possible for everyone.
Merlin’s disability discrimination …
Myself and my family have Merlin platinum passes pre paid 12 months up front for the last few years. I am not going to renew these passes again due to the total discriminatory way they have decided to manage the ride access passes. It’s highly unlikely anyone could qualify who need them for anything other than a physical disability. Ride access passes that are still in date will no longer be valid, Merlin are just taking everything off people. I will never buy another annual pass now, and I advise nobody else with a disability does either.
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Shelley,
Thank you for sharing how strongly you feel about this. We’re truly sorry to hear how these changes have affected you and your family, particularly after being loyal Merlin Platinum Pass holders for a number of years. We understand how upsetting and frustrating it must feel to believe that access support you previously relied on is no longer available and that this has led you to feel excluded and discriminated against.
We want to reassure you that the intention behind these changes is not to remove support or disadvantage guests with non-physical disabilities. The trial has been introduced following extensive review, specialist guidance, and feedback, with the aim of providing more consistent and fair access support across our UK Resort Theme Parks. However, we fully recognise that this approach may not be working for everyone and that some guests feel it no longer meets their needs.
We also understand your concerns regarding Ride Access Passes that are currently in date and we appreciate how difficult it is to feel that something you relied upon has been taken away. Your feedback and the decision you’ve shared regarding not renewing your Annual Passes, is incredibly important to us and will be shared with the relevant teams as part of our ongoing review.
This trial remains under close review ahead of our main season opening in March and we will be inviting all Ride Access Pass holders to provide feedback. Hearing directly from guests like you is essential in helping us understand the real impact of these changes and how we can improve access and support going forward.
Discrimination against hidden disability
Can no longer attend your parks as I’m being discriminated against as can’t Que without a panic attack and now being forced to use normal Que I won’t bother attending as I will be 2 distressed
February 2, 2026
Unprompted review
Reply from Merlin Annual Pass
Hi Emma,
Thank you for sharing how these changes have affected you. We’re very sorry to hear how upsetting this has been and understand how distressing it must feel to believe you can no longer visit our parks because you’re unable to queue without experiencing panic attacks.
We want to reassure you that these changes were not made lightly and were intended to better support guests overall, particularly neurodiverse guests. However, we recognise that for some guests, being required to use standard queues can cause significant anxiety and leave them feeling unsupported and we want you to know that your concerns have been heard.
Alongside the current trial, we are offering alternative support options, including Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags available from Guest Services, to help guests manage busy environments.
This trial remains under close review ahead of our main season opening in March and we will be inviting all Ride Access Pass holders to share their experiences. Your feedback is incredibly important in helping us understand the real impact of these changes and how we can do better.
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