Changes to the Merlin Ride Access Pass System Have Been Paused

Following recent feedback from the accessibility community, Merlin has announced that proposed changes to the Ride Access Pass (RAP) system will not be going ahead at this time.

In an email to the Merlin Accessibility Community today, Rob Smith, Chief Operating Officer, said:

"So many of you have taken the time to share your thoughts, concerns, and personal experiences with the Ride Access Pass (RAP) over the past few days. As the people who rely on the RAP most, your voices matter deeply to us - and they are shaping the decisions we make."

Merlin had planned a half-term trial with reduced criteria for the RAP, but due to extensive feedback, the trial will now be paused:

"After receiving extensive feedback from you all, with diverse and opposing views put forward, we believe it’s important to pause and fully reflect on what you’ve shared. This means we will not be proceeding with the trial at this time, and we will continue to accept the Difficulty with Crowds access symbol for RAP while we explore alternative ways to evolve the system."

The company acknowledges the ongoing challenges with the RAP and has committed to a broader consultation:

"The system is under huge pressure and it’s clear that we need a more sustainable long-term approach. To help us get this right, we are launching a fuller consultation involving this community, accessibility experts, and industry partners."

Merlin also reassured guests that their commitment to accessibility remains strong:

"Our commitment to supporting guests with accessibility needs is unwavering. Today we welcome more disabled guests than ever before and continue to expand the adjustments and support available across our attractions."

Merlin has apologized for any frustration caused by the initial announcement and is encouraging patience as they work on a better, fairer approach:

"In the short term, some of the challenges you’ve been experiencing may continue. I know that’s not ideal, and I’m truly sorry for the frustration this may cause. Please know we are working hard behind the scenes to build a better, fairer approach — and we ask for your patience and understanding while we do that."