Legoland operator announces U-turn on changes to its disability pass system

The company which runs Legoland Windsor has announced a U-turn on controversial plans to restrict the use of its disability queuing system after widespread fury from disability groups.

Earlier this month, Merlin Entertainments, which operates a number of theme parks across the country, including Legoland, sparked outrage among the disability community over plans to trial changes to its queuing system, which would affect people with autism, ADHD and anxiety.

The Ride Access Pass (RAP) is used across the company’s parks to support those who, due to the nature of their needs or the ride infrastructure, have difficulty queuing.

The pass enables people to join a virtual queue, and while this looks to reduce queuing time, it does not guarantee any instant access onto a ride.

In November, Nimbus, a provider of disability access cards, created two new categories to be displayed on the cards  – Difficulty with Crowds and Difficulty Standing.

With demand for RAPs ‘high and increasing’ and sometimes leading to longer waits than the main queue, a trial was set to take place over the February half-term, where those who had the Difficulty with Crowds symbol would no longer qualify for the Ride Access Pass.

The news sparked fury nationally and locally, with Autism Berkshire CEO Jane Stanford-Beale saying the charity was ‘disappointed’ to hear of the proposals.

However, Merlin Entertainments has since announced that after listening to ‘extensive feedback’, it has decided to ‘pause the trial’, while alternative options are explored.

Rob Smith, Merlin Entertainment’s chief operating officer, said: “Whenever we make changes to the Ride Access Pass (RAP), it’s because we genuinely want to improve the experience for guests who rely on it. 

“They’ve told us loud and clear that the current system isn’t working.

“Demand for RAPs is high and increasing, making RAP bookings harder to get and sometimes resulting in longer waits than the main queue.

“This isn’t the experience we want for anyone, and we’ve been working hard to find a better way forward."

He added: “But the need for change remains. The RAP system is under huge pressure, and we need a better long-term solution.

“We’re launching a broader consultation with the accessibility community and experts, and industry partners because this challenge isn’t ours alone – it’s shared across the wider sector and addressing it properly requires collaboration with others. 

“For those who were impacted by our recent announcement, we are sorry. We will keep listening, learning and improving.

“Our commitment to supporting our guests with accessibility needs remains our absolute focus.”

Martin Austin MBE, managing director of Nimbus Disability, said: “We developed the Access Card in response to frustrations shared by disabled people and venues about how disability was evidenced, and how needs for reasonable adjustments were communicated.

“We recently updated the symbols on the Access Card following a two-year trial we initiated due to increased demand, and Merlin Entertainments has been considering how these criteria relate to its Ride Access Pass.

“It is for operators to decide how to tailor support to guests with additional needs, based on the specifics of their venues.

“Accessibility is constantly evolving and improving, and we welcome Merlin’s willingness to listen to feedback, and commitment to explore ways to improve the experience they offer disabled guests.

“Nimbus remains in close dialogue with Merlin and other operators, including through the British Association of Leisure Parks, Piers & Attractions, about how our Access Card can most effectively support operational and guest requirements.”