Virtual Queuing for Disabled Riders at Alton Towers: A New Approach
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Virtual queue for disabled at Alton Towers praised
By Susie Rack, West Midlands| Published 17 September 2026
A groundbreaking new virtual queuing system designed for visitors with accessibility needs is set to debut at Alton Towers, following a successful collaboration between theme park operators Merlin Entertainments and disability charities.
Improved Ride Access Pass (RAP)
The upgraded RAP allows individuals with physical, emotional, or learning disabilities who have difficulty queuing for extended periods to reserve their place for rides via an app instead of physically standing in lines. This innovation aims to enhance the overall experience for visitors with accessibility requirements.
A Shift from Physical Queues
This change comes after a previous controversy in February when proposed modifications to the RAP system resulted in concerns among families with children having conditions such as ADHD and autism, who faced potential barriers to visiting due to long queue waits or sensory overload in crowded spaces.
Back to the Drawing Board
Merlin Entertainments initially proposed removing certain eligibility criteria for the RAP, but following a public outcry—including an online petition signed by over 25,000 people—they reversed their decision. The company stated that they had listened to feedback and temporarily paused the planned changes while exploring alternative solutions.
A Welcoming Approach
Disability experts, charities, and partners like Disability Rights UK, Scope, ADHD UK, and the National Autistic Society have expressed their satisfaction with the new virtual queuing system, which they helped shape. The eligibility criteria for the RAP will remain unchanged, ensuring that individuals with specific needs can still access the theme parks comfortably.
Lisa Myers from the National Autistic Society praised Merlin for consulting autistic people and their families, stating, "This adaptation can make a real difference to autistic people, enabling them to enjoy memorable days out."
John McLachlan, interim chief executive of Scope, echoed this sentiment, describing the new system as a positive step in removing unnecessary barriers for disabled visitors.
How the Virtual Queue Works
Currently, Merlin-run parks use a reverse queue system for RAP holders, where they book a slot in advance and wait before joining the line for a ride. With the new system, pass holders will experience no significant difference in wait time compared to physical queues. They will receive notifications on their app when they are near the front, allowing them to choose their preferred waiting location. Upon being notified, they can then enter a dedicated queue, ensuring a more comfortable experience.
Rob Smith, Merlin's chief operating officer, emphasized that the company has listened carefully to feedback and is confident that this new approach will significantly improve accessibility for all visitors.