Merlin Announces Groundbreaking Virtual Queuing for Ride Access Pass Users
Merlin Entertainments, a global leader in family destinations and attractions, has revealed plans to introduce a new virtual queuing system for Ride Access Pass (RAP) users across its UK theme parks. Set to launch fully in 2027, this innovative system aims to transform the experience for guests with additional accessibility needs by eliminating the need to physically wait in queues.
Why This Change Matters to Theme Park Fans
For fans of theme parks, the announcement is a significant step forward in accessibility and guest experience. Currently, RAP users must pre-book their ride slots and then 'reverse queue' — riding first but then waiting before their next ride. This can be inconvenient and challenging for guests with additional needs who may find physical queues overwhelming or difficult to navigate.
The new system allows RAP users to join a virtual queue via an easy-to-use app, giving them the freedom to enjoy other parts of the park while waiting their turn. They will receive notifications when their ride time is approaching, eliminating the stress and discomfort of standing in crowded lines. This change reflects Merlin's commitment to inclusive experiences, ensuring all guests and their families feel supported during their visit.
Building the System Through Collaboration and Feedback
This new approach follows extensive consultation with disability experts, charities, and industry partners. Organisations such as Disability Rights UK, Scope, ADHD UK, and the National Autistic Society have contributed valuable insights that informed the design of a system tailored to real guest needs.
Lisa Myers, Head of the National Autistic Society, praised Merlin's commitment, saying, "We are pleased that Merlin has consulted autistic people and their families about their queuing system and that the eligibility criteria for the Ride Access Pass will remain the same. This is an example of an adaptation that can make a real difference to autistic people, enabling them to access facilities and venues." Likewise, John McLachlan, Interim CEO of Scope, welcomed the changes as a positive step toward removing unnecessary barriers for disabled visitors.
How the Virtual Queuing System Works
Under the new system, RAP users will join virtual queues that mirror the wait times of standard lines, ensuring fairness while offering much-needed flexibility. Guests can wait in quieter or more accessible spots within the park rather than standing in crowded queues.
A designated merge host will assist RAP users when they approach the ride, helping them join the physical queue from the RAP entrance smoothly. Additionally, Merlin is investing in new separate queue lines specifically for RAP guests to make the boarding process as streamlined and consistent as possible.
Importantly, the new system supports up to three companions per RAP user, allowing groups of up to four people to share the same virtual queue slot through the app. This feature is vital for families and friends visiting together, ensuring they can experience rides together without hassle.
Rollout and Future Plans
The initial rollout of the virtual queuing system will begin at Alton Towers by the end of this year, followed by full implementation across Merlin's UK theme parks in 2027 ahead of the busy summer season. Merlin will actively seek feedback from RAP users through the app and email surveys during this phase, enabling continuous refinement of the system.
Martin Austin MBE, Chief Executive of Nimbus Disability, highlighted the ongoing partnership, stating, "Accessibility is always evolving, and we welcome Merlin’s commitment to listening to disabled guests and exploring practical ways to improve their experience. It is clear that the new virtual queuing approach will provide greater flexibility for many guests, and the intention to phase out the pre-booking requirement is also a positive step."
Merlin's Commitment to Inclusive Experiences
Rob Smith, Chief Operating Officer at Merlin Entertainments, emphasised the company’s dedication to accessibility: "Creating inclusive experiences is at the heart of what we do at Merlin and we want every guest to enjoy memorable days out at our attractions. Over the past few months, we have listened carefully to feedback from RAP users, disability charities and industry experts, and it’s clear the current experience does not always provide the flexibility and comfort some guests need. This new virtual queuing approach has been designed in response to that feedback."
By implementing this new system, Merlin is setting a new standard for accessibility in the theme park industry. Guests requiring additional support will benefit from greater freedom, comfort and confidence when navigating rides. This progressive change ensures that families and individuals with disabilities can fully enjoy everything Merlin’s attractions have to offer without unnecessary barriers.
What Theme Park Fans Can Expect
Theme park enthusiasts will welcome this announcement as it highlights a broader trend toward inclusivity and innovation within the industry. As Merlin leads the way with virtual queuing for accessibility, it encourages other operators to follow suit, ultimately enhancing the theme park experience for all visitors.
For families planning visits to Merlin's UK parks, this means more enjoyable and stress-free days out. The flexibility to explore the park freely without the pressure of physically waiting in lines is a game changer for many. It also demonstrates how technology can be leveraged thoughtfully to improve accessibility and guest satisfaction.
As Merlin continues to refine the system based on user feedback, guests can expect an increasingly seamless and supportive experience tailored to their needs. This is an exciting development that underscores Merlin’s role as an industry leader committed to making magic accessible for everyone.
