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Accessibility

Ride Access Pass

We offer a Ride Access Pass to guests who may find it difficult or cannot stand for long periods of time either due to a physical disability or a learning/emotional impairment.
RAP Video
Galactica

How it works

For clarity, the Ride Access Pass places guests in a ‘virtual queue’ – they do not allow immediate and unrestricted access to rides. The mechanic is such that once you have completed your first ride, your card will be marked with a time at which you can go on your second ride. The time will represent the current queue length from your first ride; this process will be repeated at each of the rides as you visit them. Once your card is completed, you can return to Guest Services for a new card. Rides that are not specifically covered by the pass may still be used and access will be via the exit. (the Pass includes Peter Rabbit Hippity Hop, Gangsta Granny: The Ride, Wicker Man, Runaway Mine Train, Congo River Rapids, Go Jetters Vroomster Zoom Ride, Get! Set! Go! Tree Top Adventure, In The Night Garden Magical Boat Ride, Postman Pat Parcel Post, Octonauts Rollercoaster Adventure, Hex - The Legend of the Towers, Galactica, Nemesis, Spinball Whizzer, Rita, Oblivion, TH13TEEN and The Smiler).

Please note, given the number of people entitled to Ride Access Passes, you may still have to wait, and other queues (e.g., Fastrack, Single Rider) may move more quickly. We cannot control this, nor can we allow more than one non-ambulant disabled guest on a ride at a time due to our emergency procedures.

Close-up of The Smiler rollercoaster at Alton Towers Theme Park

Entitlement

To ensure our Ride Access Pass system is remains beneficial for those who rely on it our Guest Services team must see certain documentation before they are able to arrange it.

We will accept the following documentation as proof of eligibility:

  1. Disability Living Allowance or Attendance Allowance award letter (dated within the last 24 months) showing that you receive the higher rate mobility component.
  2. Personal Independence Payment letter (dated within the last 24 months) showing that you receive enhanced mobility component.
  3. A current and valid Blue Badge.
  4. A current and valid Access Card including the queueing logo on it. These cards are available here.
If you believe you are unable to stand in a queue line for any other reason, we are happy to arrange a Ride Access Pass upon presentation of a letter from a professional body (e.g. a Nurse or a BUPA Healthcare Advisor) or your GP or Consultant on header paper (dated within the last 24 months) which clearly states that you are unable to queue and why (we do not need a letter of diagnosis). This, or any of the documentation above, must be presented alongside valid photographic ID for the named recipient.

Our Guest Services team will do everything possible to ensure that your visit is as comfortable as possible. However, we are not in a position to assess individuals’ abilities so we must insist that the letter from a medical professional state that you are unable to queue and why, rather than simply confirming your condition.

Ride Access Passes are not automatically offered to guests who have a hearing or visual impairment unless they are in receipt of the higher rate DLA, enhanced PIP or they have a letter from their consultant. However, these guests should still ensure that they go to Guest Services so they can meet with the team to identify their needs and offer them full support, particularly in the case of an assisted exit or unusual circumstance.

02 Octonauts Close 1572879506 195.171.191.66

Carers

In the event of ride stoppage a routine assisted exit may be required. Please kindly be advised that depending on where the ride has paused, our dedicated team may have to use moving and handling aids and equipment to assist with helping you safely and easily exit the ride vehicle.

Guests using the Ride Access Pass are required to have a minimum of one carer with them at all times, including on the rides, who must be able to assist the guest using the Ride Access Pass with loading and offloading (including their transfer to/from a wheelchair if necessary). Our ride hosts will give full instructions but they are unable to help with any lifting. For guests who are unable to walk unaided, at least one carer
over the age of 14 may be required to assist with ride download procedures. On occasions we can allow up to three carers to ride with the disabled guest.

There are several rides and attractions where the age of a carer may be below the age of 14. This will be on some of our rides and attractions that are at ground level and are designed for our younger visitors. It is recommended that a carer over the age of 14 remains within close proximity to the ride or attraction.

Carers must also be able to communicate any safety restrictions and messages, and assist with any assisted exits or unusual circumstances, which may involve the lifting and transfer of the disabled guest from the ride carriage into an evacuation chair at high level. Please ensure that you are comfortable with any potential evacuation before deciding to ride. You can always speak to staff at the Guest Services or at the ride.

Carers will not be issued with a ride access card, but we ask that they are present at Guest Services with the disabled guest when their Ride Access Pass is issued.

Application Form

Attach Documentation

We will accept the following documentation as proof of eligibility:

1. Disability Living Allowance or Attendance Allowance award letter (dated within the last 2 years*) showing that you receive the higher rate mobility component.

2. Personal Independence Payment letter (dated within the last 2 years*) showing that you receive enhanced mobility component.

3. A current and valid Blue Badge.

4. A current and valid Access Card including the queueing logo on it. These cards are available here.

If you believe you are unable to stand in a queue line for any other reason, we are happy to arrange a Ride Access Pass upon presentation of a letter from a professional body (e.g. a Nurse or a BUPA Healthcare Advisor) or your GP or Consultant on header paper (dated within the last 24 months) which clearly states that you are unable to queue and why (we do not need a letter of diagnosis). This, or any of the documentation above, must be presented alongside valid photographic ID for the named recipient.

*The documentation must very clearly be dated within 2 years to be accepted.


Please note: If the Ride Pass application is for a child that does not have photo ID, please provide documentation stating their full name and date of birth.

Terms and Conditions

By ticking the box below, I confirm that:

(a) I explicitly consent to; and
(b) either the child is under the age of 13 or, where any child is 13 years of age or older, I have obtained (and will produce on request by Merlin) from the child, over the age of 13, to whom the application relates; and
(c) the adult who I am carrying out the application on behalf of, explicitly consents to the following:

1. Merlin needs to collect personal information that relates to yours, the child’s or other adult’s disability. The information that Merlin will to need collect is called special categories of personal data and will include the following:
(d) a consultant or GP letter detailing your disability or the individual you are applying for
(e) a photocopy of your blue badge, or the individual you are applying for
(f) a letter from the Department of Work and Pensions (DWP) , Disability Living Allowance (DLA), or Personal Independence Payment (PIP) stating that you are entitled to a higher rate or enhanced rate mobility allowance or the individual your applying for

2. Merlin needs the special categories of data listed in 1 above so that it can ensure that yourself, or the individual you applying for qualifies for an application for a disabled registration ID card

3. Merlin will not share these special categories of personal data with any person other than its supplier, Avius who provide Merlin with survey and customer experience management software. Avius will only store the special categories of personal data for Merlin to use to in its assessment of your application.
Merlin will destroy the special categories of personal data (this includes the special categories of personal data stored by Avius) that you have given it 4 weeks from receiving the special categories of personal data.

4. I understand that I have the right to withdraw this consent at any stage during the application process by contacting Merlin, however that the withdrawal of consent will prevent Merlin from processing this application.

For our full Accessibility Policy please click here