Merlin Entertainments is introducing a new virtual queueing system for guests with additional accessibility needs, marking a significant operational change across some of the UK’s leading theme parks.
The new approach will first be introduced at Alton Towers at the end of this year, before being rolled out to further Merlin sites in 2027. The operator’s UK portfolio includes Alton Towers, Thorpe Park and LEGOLAND, making the change relevant to a large number of guests and to the wider attractions sector.
The system will apply to Ride Access Pass holders, allowing them to wait virtually for rides through an app rather than spending extended periods in physical queue lines. Merlin has confirmed that eligibility criteria for the pass will not change. The pass remains for guests who cannot stand for long periods, or who may find standing difficult due to physical disability, learning needs or emotional impairment.
New System Replaces Reverse Queue Model
Merlin’s current Ride Access Pass process uses a reverse queue system. Guests pre-book a time slot, access a ride through an alternative route, then wait before booking another attraction. While the model provides access support, feedback has indicated that it does not always offer enough comfort or flexibility for all users.
Under the new app-based model, Ride Access Pass holders will wait for the same period as guests in the physical queue. The app will then notify them when they are close to the front, after which they will be directed to a separate access point.
For theme park operators, this type of system reflects a growing focus on equity within access provision. It maintains parity with general queue times while reducing the need for guests with eligible needs to remain in queue environments that may be physically or emotionally difficult.
Sector Consultation Shapes The Rollout
Merlin developed the new system with input from disability organisations, specialists and industry partners. Groups involved include Disability Rights UK, Scope, ADHD UK and the National Autistic Society.
The National Autistic Society has welcomed Merlin’s consultation with autistic people and families, particularly the decision to keep the existing Ride Access Pass eligibility rules. Scope has also described the change as a positive step towards removing avoidable barriers for disabled guests.
For visitor attraction businesses, the consultation process is an important part of the story. Accessibility changes can have wide operational implications, from app usability and staff training to guest communications and ride loading processes. Working with advocacy groups can help operators test assumptions and build systems that respond to real guest behaviour.
Operational Implications For Major Parks
Introducing virtual queueing will require clear integration between ride operations, guest services, digital systems and access control. Staff will need to support guests using the app, manage dedicated entrances and maintain consistency across rides with different capacities and dispatch cycles.
The change also has implications for wider park flow. By allowing Ride Access Pass holders to wait away from physical queues, Merlin may reduce pressure in queue line areas while giving guests greater control over how they spend waiting time. This could be particularly valuable at high-attendance sites where queue density, noise and sensory load can affect the quality of a visit.
From a commercial and operational perspective, the system supports a broader move toward personalised guest management. App-based tools are increasingly being used in theme parks for queueing, ticketing, wayfinding, food ordering and accessibility support.
Lessons For The Attractions Sector
Merlin’s new accessibility measure is likely to be watched closely by operators across theme parks, museums, zoos, family entertainment centres and cultural attractions. As guest expectations rise, access provision is becoming a core part of operational planning rather than a separate compliance function.
The rollout also underlines the importance of balancing fairness, comfort and capacity. A successful virtual queueing model must support disabled guests without creating confusion for other visitors or additional strain on ride teams.
For the wider visitor experience industry, Merlin’s approach shows how digital systems, consultation and operational redesign can work together to improve access. As the rollout begins at Alton Towers and moves to other sites, the sector will gain a useful case study in inclusive queue management at scale.
