New Virtual Queue At Alton Towers Praised By Disability Charities

A new approach to accessibility at UK theme parks is set to change how some disabled visitors experience rides, with Alton Towers preparing to introduce a virtual queuing system later this year.

The new system, being introduced by Merlin Entertainments, will allow eligible visitors to wait for rides without having to remain in a conventional physical queue. Instead, they will use an app and receive a notification when their ride time is approaching.

The move has been welcomed by disability organisations, particularly after Merlin faced criticism earlier this year over proposed changes to its Ride Access Pass (RAP) system.

Moving the queue to the app

Under the new arrangement, visitors with a RAP will still wait for approximately the same amount of time as people in the standard queue. The key difference is where they spend that waiting time.

Rather than standing in a crowded queue, pass holders will be able to spend the time somewhere they find more comfortable. When they are approaching the front of the queue, the app will notify them.

They will then be able to use a dedicated entrance to join the ride.

For visitors who find prolonged queuing difficult because of a physical, emotional or learning-related need, that change could make a significant difference.

It also recognises an important point about accessibility: removing a physical barrier does not necessarily mean removing the need to wait. Sometimes, providing flexibility over how and where someone waits can be just as important.

A change following criticism

The announcement comes after a dispute earlier this year concerning proposed changes to the Ride Access Pass.

Families of children with additional needs had told the BBC that restrictions on eligibility could make visits to theme parks difficult or impossible because of long queues, crowded environments and sensory overload.

Merlin subsequently paused the proposed changes following criticism and an online petition that attracted more than 25,000 signatures.

The company said at the time that it had listened to feedback while considering alternative arrangements.

The new virtual queueing system is the result of that process.

Importantly, Merlin says the eligibility criteria for the pass will not change.

Disability groups welcome the development

Several disability organisations and advocacy groups have been involved in discussions about the new system.

The National Autistic Society welcomed the fact that Merlin had consulted autistic people and their families, while Scope described the virtual system as a positive step towards removing unnecessary barriers for disabled visitors.

That consultation is significant because accessibility measures work best when they reflect the experiences of the people who actually use them.

For autistic visitors in particular, busy environments, unpredictable waiting and sensory stimulation can make a conventional theme-park queue challenging. A virtual system potentially provides more control over that experience without requiring the visitor to avoid attractions altogether.

What happens next?

Alton Towers is expected to introduce the revamped RAP towards the end of 2026.

Other Merlin-operated attractions, including Thorpe Park and Legoland Windsor Resort, are expected to adopt the system during 2027.

The change represents an evolution rather than the removal of the Ride Access Pass. Visitors who meet the existing criteria will continue to be able to use the accessibility service, but the way they manage their waiting time will change.

For theme parks, the challenge will now be making sure the technology works reliably and that staff and visitors understand how the system operates.

Accessibility beyond the queue

The debate surrounding Alton Towers highlights a broader issue about accessibility in leisure and entertainment.

For many people, going to a theme park is simply about rides, food and spending time with family or friends. For someone with additional needs, however, seemingly ordinary parts of the experience can create substantial barriers.

A crowded queue can be physically exhausting. A noisy environment can be overwhelming. Standing still for a prolonged period can be difficult. And for families with children who struggle with unpredictable or highly stimulating surroundings, the logistics of waiting can overshadow the enjoyment of the day.

Virtual queuing does not eliminate every accessibility challenge, but it could give visitors greater control over one particularly difficult part of a theme-park visit.

The success of the scheme will ultimately depend on how it works in practice. But following months of criticism and consultation, the introduction of virtual queuing marks a notable attempt to make the experience more flexible for disabled guests.

For families who have previously had to think carefully about whether a theme-park trip is manageable, that flexibility could be an important step towards making a day out feel like a day out for everyone.