Alton Towers to Restrict Disability Pass for People with ADHD and Anxiety: A Controversial Move
By Erica Witherington
Disability Affairs Reporter
Alton Towers has announced a controversial decision to restrict the use of its disability queuing system for individuals with conditions like autism, ADHD, and anxiety during the upcoming February half-term. This move has sparked debate among disability advocates and visitors, as it may exclude those who struggle with crowds and sensory overload.
Merlin Entertainments, the company behind Alton Towers, provides a ride access pass to assist visitors with disabilities or medical needs in managing their queues. However, the increasing number of requests for this pass has led to longer wait times for these guests, according to the company. As a result, Alton Towers is implementing a new restriction, which will also apply to Chessington World of Adventures and Windsor Legoland, as part of a trial to reduce the number of people accessing the pass.
Neurodivergent individuals, including those with ADHD and anxiety, may experience overwhelming feelings or panic attacks when surrounded by large crowds, leading to sensory overload. Until now, people with 'difficulty with crowds' have qualified for the ride access pass. However, during the half-term trial, only those with 'difficulty standing,' 'level access,' or 'urgent toilet needs' will be eligible for the pass. Others will have to queue like everyone else.
Henry Shelford, CEO of the ADHD UK charity, expressed concern about the exclusion of a group of people due to a lack of accommodation. He emphasized that it's not just about personal preference; for individuals with ADHD, queuing is practically impossible due to their energy levels and focus. As an adult with ADHD, he mentioned that he has avoided numerous activities because of the queuing process.
Merlin Entertainments claims to offer support to those with 'difficulty with crowds' through various reasonable adjustments. However, the new eligibility criteria have raised concerns among some guests. Visitors to Alton Towers can opt for a 'Fastrack' pass to skip the queues, but these passes come at an additional cost of £35 on top of the ticket price.
The change in policy follows an update by the disability access card provider Nimbus, which is recognized by many attractions and events. Nimbus has divided its former 'standing and queuing' card section into two separate symbols: 'difficulty standing' (a physical need) and 'difficulty with crowds' (often linked to neurodivergence or anxiety).
During the half-term, Merlin is trialing new eligibility criteria for the ride access pass. Those whose Nimbus card shows only the 'difficulty with crowds' icon will be directed to guest services for personalized support instead. This approach will be reviewed after February before the theme park fully reopens in March.
Rob Smith, Chief Operating Officer at Merlin Entertainments, acknowledged the growing demand for the passes but also recognized the concerns raised by the suggested eligibility changes. He assured that the company remains committed to supporting neurodiverse guests and those with mental health needs, actively listening to feedback and reviewing the approach before the main season openings in March.
The controversy surrounding this decision invites discussion and invites visitors to share their thoughts in the comments, highlighting the importance of creating inclusive experiences for all guests.
