Can’t get through to speak to someone and it seems booking conditions for my annual Merlin pass has changed, so I can’t book the attraction I want for my sons birthday which is in 5 months time. It’s... Se mer
Företaget har svarat
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
Great - can book next day events. Once in the booking website , easy to book. Need to improve - not very easy to find the booking site , because all searches take you to membership purchase ( n... Se mer
Företaget har svarat
I highly recommend getting a Merlin Annual Pass, so much on offer from Theme parks to Sea life adventures, days out in London, Cadburys world and so much more. These cards are game changers as an Ind... Se mer
Företaget har svarat
I have been impressed with the range and variety of places we can visit with our Merlin Annual Pass - it’s not all rollercoasters and theme parks. The process for booking trips and visits is very eas... Se mer
Företaget har svarat
Företagsinformation
Skrivet av företaget
Unlock unforgettable in 2025 with a Merlin Annual Pass - the ultimate passport that unlocks epic days out at the UK’s biggest & best attractions! Get access to Britain’s most thrilling and awesome experiences, plus exclusive discounts and perks. Say YES to an EPIC season of fun! Merlin Annual Pass is your portal to incredible adventure, heart-racing rollercoasters, and so much more. With a Merlin Annual Pass, you can visit over 20 attractions including Alton Towers, Thorpe Park, The LEGOLAND® Windsor Resort, The London Eye, and SEA LIFE Aquariums. You’ll never be bored during the holidays again, whether it’s a soggy Sunday, a wickedly fun Wednesday, or a terrific Tuesday filled with thrills. Grab your Pass for an epic adventure for the whole family!
Kontaktuppgifter
Arbor Building, 16th Floor 255 Blackfriars Road London , SE1 9AX, London, Storbritannien
- 01372 751411
- info@merlinannualpass.co.uk
- merlinannualpass.co.uk
3,7
Medel
2 tn omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Innehåll från riktiga människor är i fokus på Trustpilot. Det här företaget kan dock även använda vårt AI-verktyg för att skriva sina svar.
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Inaccessible
Merlin theme parks are no longer accessible to our family. We are now unable to attend at all.
5 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Kez,
I’m really sorry to read this. It’s genuinely upsetting to hear that your family now feels excluded.
The proposed RAP changes have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.
We hope that this will help you feel that you are still able to visit and make many more memories together as a family.
They don’t qualify neurodivergent a disability
I’ve been unaware of the recent announcements from Merlin Annual Pass with their recent decisions to deem Autism, ADHD, and any other mental disabilities no longer eligible for their ride access passes for their fast track, until today. After today learning that Merlin have made the absurd decision to do this I leave myself with one question, at what means? Have you ever stood in a long queue for sometimes over 2 hours straight with no toilet break, no where to sit, strange noises, new smells, loud sounds, weird music, bright colours, fast rides, all at once? Then on top of that face hypersensitivity where everything is times by 1000 in your head? Plus being maybe 6 years old, sometimes below?
Now I can’t speak for every neurodivergent child because they are all different, but I can speak for mine, the reason he finds these attractions so fun, the reasons why they regulate him, why they’re a reward for good behaviour, is because they were adapted to his care. Legoland for instance has a wonderful sensory space. The ride access also was an adaption made to aid his disability. Something that meant he didn’t have to feel like it was a battle to have fun. Something that helped him learn how to regulate in the first place!! And to then go and decide to take that away at what cost? Over the years I’ve spent thousands in Merlin whether that be just for our passes or actually at the attractions, they have been regular visits for us as a way to regulate and rejoice. Well, I stand by and say this to all other parents of neurodivergent children, if you’re just as outraged at this then you should stand by your children too:
if Merlin rebuke the right for neurodivergent children to qualify for ride assess equally to any other disability then I will no longer be attending Merlin attractions, nor will I be holding my Merlin pass for any longer. It is an outrage to our children and what we stand for as a country! Moving towards the past instead of the future!
5 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Lena,
Thank you for writing this and for speaking so honestly about your son. You can feel how much these visits have meant to him, not just as days out, but as something that helps him regulate, feel proud, and simply enjoy being a child.
After the strength of feeling shared by families, the proposed RAP changes have been paused and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.
We want to continue developing approaches that support our visitors throughout every part of their day, focusing on other meaningful adjustments that help guests with a wide range of access needs.
Thank you again for your feedback
Merlin are the least inclusive company ever
Merlin have poor ride availability, stripped back all extra entertainment and now do not recognise any disabilitiy that isn't physical. Save your money and go somewhere else.
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Mrs Oram,
I’m really sorry to read that this has been your experience. It’s disappointing to hear that ride availability, entertainment and accessibility have left you feeling this way.
Hidden disabilities are recognised, and it’s clear from the feedback shared that many guests were worried about feeling excluded. The proposed changes to RAP have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.
Your feedback is important, and it forms part of the ongoing conversations about both accessibility and the overall guest experience.
Blatant Discrimination
Blatantly discriminating against people with hidden disabilities.
As loyal Merlin customers for over 11 years, we are no longer welcome at Merlin theme parks.
Having an autistic teenage son who has grown up with a passion for theme parks and rollercoasters has meant many days spent in Merlin parks over the years with Annual passes.
Having spent years out of education as school could not meet his additional needs, his love of theme parks have given him ambition and a sense of belonging.
But Merlin have taken that away as they have removed the reasonable adjustments that have made it possible for him to access the parks.
They have decided that his disabilities are not worthy of accessing their Ride Access Pass, which without, he is unable to access the parks.
Their RAP (Ride Access Pass) is not a queue jump system. It allows users to wait in a virtual queue which matches the length of time non disabled guests are waiting in the main queues. An app is used which 'times out' after going on a ride, so the next ride can only be accessed once the time of the queue has been waited, which the majority of disabled people value as a fair system for all. Many people use the time out period to rest or use quiet areas to regulate themselves, which enables them to continue enjoying their day.
RAP is only issued after submitting medical evidence to prove a need for it.
Merlin propose to offer purchasable sensory packs and quiet spaces instead of offering the RAP system to neurodivergent guests. These are measures that many people already use ALONGSIDE the RAP, which for many, make their day just about manageable. Even with these provisions, lots of neurodivergent people still find theme park days very overwhelming, but with effective support measures, they can also have massively positive effects on mental health.
Merlin are now excluding the majority of neurodivergent people from their parks as they, like my son, will be unable to manage a day out safely without the RAP.
They have decided that only those with physical, often more obvious to the eye disabilities will be eligible for effective reasonable adjustments and those with hidden disabilities are left with reasonable adjustments that are not fit for purpose.
Merlin say their reasoning for this is the difficulties in coping with demand for the RAP. Yet on the day they announced the changes, they began to advertise new Fast Track offers! So they can no longer support neurodivergent people to access their attractions but can increase the number of fast track passes that they sell. Fast track being paid for passes which enable people to access rides instantly, with no virtual queue. Whilst taking away accommodations from disabled people which provided a fair system for all.
Unfortunately we are no longer able to visit attractions. Life is hard enough, with more battles and challenges than most people understand, so we will not pay money to visit attractions who have made it clear we are no longer welcome at.
It is disappointing that such a huge corporation who regularly talk about their commitment to supporting disabled people, are not instead working to lead the way in providing equitable solutions that truly work, enabling disabled guests to feel valued and enabling them to experience the same opportunities that non disabled people enjoy. Especially as Merlin provide internships for neurodivergent young people, which would be an amazing offering if they weren't taking away the accommodations that enable the next cohorts of the internships to gain valuable ambition needed to engage in this valuable offering.
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Tracy,
Thank you for taking the time to share this. It’s clear how much the parks have meant to your son over the past 11 years, and how deeply personal this feels for your family. Hearing that theme parks have given him ambition, belonging and something positive during such challenging years makes this especially hard to read. The way you’ve described using the virtual queue time to regulate and make the day possible reflects exactly how important that support can be.
The strength and depth of feeling from our guests has has been heard. The proposed changes to RAP have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place with disability partners and the community.
We hope that with the trial being paused you feel able to continue to visit us and make many more memories with your son.
Not caring about their nurodivergent customers.
Digusting behaviour. Not caring about their nurodivergent customers.
I have anxiety and due to working majority of the time can't go on a quiet day. The rap helped me enjoy my day and you've changed the rules since and ferbuary which means I cant go now. Thorpe park was my happy autstic place and you've spoiled that now.
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Kai,
I’m really sorry to read this. It’s clear how much Thorpe Park meant to you, especially as a place where you felt comfortable and able to enjoy yourself.
Following the feedback from our guests, the proposed changes have been paused and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.
We hope we can welcome you back to Thorpe Park for the 2026 season.
Discrimination of disabled guests that…
Discrimination of disabled guests that dont look disabled the recent change to the rap passes making it completely inaccessible for neurodivergent people. Complete disgrace
5 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Aisha,
We understand disabilities are across a broad spectrum and the effect on each individual is different.
Any time we explore changes to the Ride Access Pass, our aim is to make the system work better for the guests who need it. We’ve heard honest feedback from our community that the current system isn’t delivering the experience we all want it to.
After receiving a wide range of feedback, we believe it’s important to pause and reflect fully on what has been shared. As a result, we will not be moving forward with the trial and will be accepting the “Difficulty with Crowds” symbol for RAP eligibility while we explore alternative ways to improve the system.
Sadly now totally inaccessible to my…
Sadly now totally inaccessible to my neurodivergent and disabled children. Only managed 1 visit last year with the new rap booking system and now longer able to use rap booking system. Cancelled membership after 8+ years having them
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Laura,
I’m really sorry to read this. After more than eight years of membership, that’s a long relationship to walk away from, and it’s clear this hasn’t been an easy decision for your family.
It’s especially upsetting to hear that you only managed one visit last year and now feel completely unable to access the parks with your children.
Following the strength of feedback from guests, the proposed changes have been paused and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.
Thank you for the years you’ve supported the parks and for taking the time to share your experience. It genuinely matters.
No longer disability friendly hidden…
No longer disability friendly hidden disability
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Joanne,
I’m really sorry to read that you feel this way. It’s upsetting to hear that your experience has left you feeling that hidden disabilities are no longer being supported.
Please know that feedback like this is being taken seriously. The proposed changes have been paused, and the “Difficulty with Crowds” symbol continues to be accepted while a wider review takes place.
Your concerns matter, and they form an important part of the ongoing conversations around accessibility.
Deeply Disappointed – Exclusion of Neurodivergent Guests from RAP Eligibility.
I want to be clear that I think moving to a digital system and app-based process for Ride Access Pass (RAP) could be a positive step. Modernising the system makes sense, and in principle it could improve fairness and efficiency.
However, the decision to remove “difficulties in crowds” as a qualifying need for a RAP is profoundly disappointing and deeply concerning.
For many neurodivergent adults and children — including those who are autistic, have ADHD, sensory processing differences or anxiety disorders — difficulty coping in crowded environments is not a preference. It is a recognised and significant disability-related need. Crowds can trigger sensory overload, distress, shutdowns or meltdowns. Excluding this need from RAP eligibility effectively excludes a large proportion of the neurodivergent community from reasonable adjustments.
This feels fundamentally at odds with the spirit and duty of the Equality Act 2010, which requires service providers to make reasonable adjustments so that disabled people are not placed at a substantial disadvantage. Removing recognition of crowd-related difficulties creates exactly that disadvantage.
The message this change sends to the SEN community is that visible physical disabilities are acknowledged, but invisible neurological disabilities are being minimised. That is not inclusion.
Families who have relied on RAP for years are now being told that their very real access needs no longer qualify. This is not about gaming the system. It is about ensuring that disabled guests can participate safely and with dignity.
I urge Merlin to urgently reconsider this policy. Accessibility should evolve with understanding — not move backwards.
Neurodivergent guests deserve to be recognised, supported and included.
We will not be renewing our Merlin Annual Passes this year untill a suitable resolution has been reached.
4 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Andrew,
Thank you for sharing this so thoughtfully. It’s clear how much this matters to you, and why.
It’s understood that moving RAP to a digital system was intended to be a positive step, and that change has already been introduced. However, the concern around removing “difficulties in crowds” as a qualifying need has been strongly felt by many families. For neurodivergent guests, managing crowded environments isn’t a preference, it’s often the very barrier that makes visits challenging.
Following the volume and strength of feedback, the proposed changes have been paused. The “Difficulty with Crowds” symbol will continue to be accepted for RAP eligibility while a wider review takes place with disability partners and the community.
It’s genuinely disappointing to hear that this has affected your decision about renewing. The feedback being shared is being listened to carefully, and voices like yours are an important part of those conversations.
Thank you again for your feedback
Disadvantaging disabled guests
After being platinum pass holders since 2019 we are very disappointed with the decision to push people with hidden disabilities away from your parks. We are not asking to bypass the queue as we are happy to wait the time in the virtual queue, but for most people with neurodiversity it is impossible to wait in the physical queue. To choose not to accept people with the crowd symbol is an odd decision since the symbol is given to “people who find crowded environments or queues overwhelming or distressing”
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Stephanie,
Thank you for being Platinum Pass holders since 2019. That kind of loyalty really does mean a lot, which is why I’m so sorry to hear how disappointed you are.
Any time we explore changes to the Ride Access Pass, our aim is to make the system work better for the guests who need it. However, we recognise that the changes have caused real concerns for families like yours, and we are actively reviewing feedback so we can better understand the impact. As a result, we will not be moving forward with the trial and will be accepting the “Difficulty with Crowds” symbol for RAP eligibility while we explore alternative ways to improve the system.
Thank you for taking the time to share your concerns. We truly value your support over the years and are committed to listening.
Exclusion of hidden disabilities
Had a pass premium
Pass for last few years but now I will have to reconsider.
Merlin excludes neurodivergent guests by revising the Ride Access Pass (RAP) policy to ban many autistic and ADHD individuals with hidden disabilities from using virtual queues, prioritising physical disabilities over neurological ones, which is unlawful and discriminatory. They justify capping RAP for safety reasons but sell paid Fastrack tickets on the same rides and days, indicating capacity exists but is utilised for profit. Instead of providing access, they offer refunds and refuse service based on disability. Avoid if you have neurodivergent needs.
4 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Hellka,
Thank you for sharing your concerns, and for being a Premium Pass holder over the past few years. We genuinely value the loyalty you’ve shown, which makes it especially difficult to hear how strongly you feel about this.
I’m really sorry that the proposed changes to the Ride Access Pass left you feeling that neurodivergent guests were being excluded. That was never our intention. We recognise that this environment may be difficult for guests who are neurodivergent or who have additional sensory needs hence our investment and focus on quiet spaces and areas where guests can regulate and step away from our busier environments.
Any time we explore changes to the Ride Access Pass, our aim is to make the system work better for the guests who need it. However, we recognise that the changes have caused real concerns for families like yours, and we are actively reviewing feedback so we can better understand the impact.
Fast Track is a paid option available to all guests to reduce queue times. The Ride Access Pass is a queuing adjustment. Its purpose is to support guests who physically are unable to stand in a queue for long periods of time because of a disability or medical condition.
We understand that for some trust has been impacted, and we are committed to listening and working towards a system that is supportive and sustainable for those who rely on it.
Thank you for taking the time to speak up.
Merlin don’t care if you are neuro…
Merlin don’t care if you are neuro diverse! The new RAP changes are truly out of order. You can cancel your pass due to the latest changes - says everything you need to know !
4 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi John,
I’m really sorry that the proposed changes left you feeling this way. I want to reassure you that we do care deeply about our guests and the families who rely on the Ride Access Pass to make visits possible.
After listening to the strength of feedback shared, we have paused the proposed changes and will continue to accept the “Difficulty with Crowds” symbol while we carry out a wider review. The option to cancel was shared, so guests had flexibility, not because accessibility isn’t important to us.
We know that for some trust has been impacted, and we are committed to listening and getting this right.
Thank you again for your feedback
The worse decision a company can ever make.
Are you deliberately trying to sink your entire company? I cannot believe that you have excluded neurodivergent guests from your RAP system. Over the years you’ve made some questionable decisions but this has got to be the worse. Who on earth thought this would be a good idea? Your business decisions baffle me. You cannot and should not exclude people with hidden disabilities from accessing the RAP. It’s disgusting that you think this is okay and I really and sincerely hope you listen to the many, many voices here who have supported you over years and no longer want to. You have marvellous parks, ones that for years have been inclusive and welcoming to all - do not kill the heart of your business by excluding some of the most vulnerable children and adults in our society. I cannot believe we are in 2026. You should truly be ashamed.
ETA After Merlin’s reply. Dear Merlin. I’m certain this is in the right place (Merlin have said I have posted this in the wrong place and tried to get me to remove it….).
I see that you failed to apologise to me in any capacity that your actions have made me and my family feel unwelcome at your parks. We all know what happened; the backlash you received and the U turn you were forced to do, so no need to cover that again but I do want to address some comments. I strongly dispute you are listening not when it really matters, you only listening where people are on mass. Over the years I’ve taken the time to give a lot of calm and constructive feedback on improvements you could make, I have experience both on a personal and professional level, so I’d say there is merit in my ideas. But every time I’ve had a weak reply with minimal effort - just a cut and paste ‘form of words’ that has been sent to thousands of others.
Maybe it would be an idea to stop saying you are listening when you aren’t really, sending out highly restrictive questionnaires and only reacting when you get significant backlash. Maybe, just maybe, if you do actually listen you’ll find the solution you are looking for.
4 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi KJ,
Our RAP eligibility verification process is designed to be thorough, and we are proud to support a wide range of guests with different needs.
We understand disabilities are across a broad spectrum and the effect on each individual is different. We recognise the need for a more sustainable, long‑term solution for our Ride Access Pass system, To help shape this, we will be opening a more extensive dialogue with the accessibility community
After receiving a wide range of feedback, we believe it’s important to pause and reflect fully on what has been shared. As a result, we will not be moving forward with the trial and will be accepting the “Difficulty with Crowds” symbol for RAP eligibility while we explore alternative ways to improve the system.
We recognise that this environment may be difficult for guests who are neurodivergent or who have additional sensory needs hence our investment and focus on quiet spaces and areas where guests can regulate and step away from our busier environments.
We know our parks mean a great deal to many families, and inclusivity is something we care deeply about. We are committed to taking the time to review this properly and ensure the system remains fair and supportive for those who rely on it.
Merlin is excluding Neurodivergent guests: Profit over Accessibility
Merlin Entertainments has changed their Ride Access Pass (RAP) policy to exclude people with the "Difficulty with Crowds" symbol, effectively banning many Autistic and ADHD guests from using the essential virtual queue.
Their new stance is unlawful and discriminatory for three reasons:
Hierarchy of Disability: They are prioritizing physical disabilities (standing) over neurological ones (crowds). The Equality Act protects both equally.
Profit over Safety: They claim they "have to" cap RAP numbers for safety, yet they continue to sell paid "Fastrack" tickets for the same rides on the same days. Capacity exists; they just want to sell it rather than provide it as a legal Reasonable Adjustment.
They are offering refunds instead of access. This is a refusal of service based on disability. Avoid if you have neurodivergent needs.
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Jonathan,
We recognise that the Theme Park environment may be difficult for guests who are neurodivergent or who have additional sensory needs hence our investment and focus on quiet spaces and areas where guests can regulate and step away from our busier environments.
We have paused the proposed changes to the Ride Access Pass. We will continue to accept the “Difficulty with Crowds” symbol for RAP eligibility while we carry out a wider review with disability partners, experts, and our community.
We know that the RAP system continues to face significant pressures, ones that are impacting the very reason it exists. We’ve worked hard to continuously improve the RAP experience over the past year making our virtual queuing system more efficient and reliable.
Our commitment to accessibility across our attractions is unwavering.
Neurodivergent guests not wanted.
Formerly great theme parks that now discriminate against disabled people. They've decided that people who have "difficulty being in crowded situations or queues, often due to neurodivergence, anxiety, or other non-physical conditions" are no longer important to them.
4 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Ian,
I’m really sorry to read this, and I want to say clearly that it was never our intention to make any guest feel unimportant or excluded.
As the people who depend on the Ride Access Pass most, the voices of our accessibility community are incredibly important to us.
Any time we explore changes to the Ride Access Pass, our aim is to make the system work better for the guests who need it. We’ve heard honest feedback from our community that the current system isn’t delivering the experience we all want it to. To continue improving RAP, we recently proposed a half term trial with updated eligibility criteria.
After receiving a wide range of feedback, we believe it’s important to pause and reflect fully on what has been shared. As a result, we will not be moving forward with the trial and will be accepting the “Difficulty with Crowds” symbol for RAP eligibility while we explore alternative ways to improve the system.
Thank you for sharing your concerns, they genuinely matter.
Neurodivergent guests unwelcome and unaccommodated!
We have had annual passes for many years, before they were even Merlin passes (Tuassards pass I think they were?!) but will be cancelling now after the shocking decisions made by Merlin to exclude children and adults with cognitive disabilities. It’s absolutely disgusting and shameful. I think their rival parks are all going to have a busy year as so many people are now unable to access Merlin parks and have been looking for alternative theme parks to visit.
I can’t see Merlin making a profit this year with such a huge loss of visitors. We went to Alton Towers approximately once a month when the park is open, including the Xmas events, pirate takeover etc. each time spending loads of money in the gift shops, restaurants etc as a large family. We will not be returning out of principle unless they sort this absolute mess out.
3 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Jenny,
Thank you for sharing this, and for the many years you’ve supported us, even going back to the Tussauds pass days. That loyalty really does matter, which makes it even more upsetting to hear how let down you feel.
I’m truly sorry for the distress the proposed RAP changes caused, especially for families with children and adults with cognitive disabilities. We’ve listened carefully to the feedback, and as a result we’ve taken the decision to pause the half-term trial. We will also continue to accept the “Difficulty with Crowds” symbol for RAP eligibility while we review things properly.
We know how often your family visited and supported the parks, and that’s never taken for granted. We’re sorry this situation has shaken your trust, and we hope in time we can show that we are listening and working to put this right.
Thank you again for your feedback
Very disappointed
Very disappointed. My autistic son is now being discriminated, because of your new policy. I wonder how long before Merlin goes under?
4 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Andy,
In our ongoing efforts to improve RAP, we proposed a half-term trial with a refined RAP eligibility criteria. After extensive feedback from our guests, with diverse and opposing views put forward, we believe it's important to pause and fully reflect on the thoughts and experiences shared with us.
This means that we will not be proceeding with the trial and will be accepting the 'Difficulty with Crowds' symbol for RAP whilst we explore alternative ways to evolve the system.
We recognise that the Theme Park environment may be difficult for guests who are neurodivergent or who have additional sensory needs hence our investment and focus on quiet spaces and areas where guests can regulate and step away from our busier environments.
Removel of RAP for non physical disabilities
Removel of RAP for those with non physical disabilities has now made our annual passes worthless
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hello Sarah,
We’re very sorry for the frustration and disappointment this situation has caused your family. We fully recognise the impact the proposed changes to RAP eligibility had on many guests.
After listening carefully to the wide range of feedback received, we have decided not to move forward with the half-term trial. We will continue to accept the ‘Difficulty with Crowds’ symbol for RAP eligibility while we work on longer-term improvements.
We are now carrying out a wider consultation with our community and disability partners to ensure any future changes are fair, sustainable, and supportive of those who rely on the scheme. Your feedback is an important part of that process.
Kind regards
Boycott this company not inclusive to…
Boycott this company not inclusive to those with disabilities
4 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialling across UK Resort Theme Parks during the upcoming February half-term.
The Ride Access Pass is currently being trialled with updated eligibility linked to specific Nimbus symbols, following wider changes to that scheme. As part of this trial, the “Difficulty with Crowds” symbol is no longer included for RAP eligibility. While this change is being tested, it’s recognised that queueing and busy environments can still be very challenging for some neurodivergent guests.
Alongside this, there has been a focus on supporting guests across their whole visit through other adjustments, such as quieter spaces, sensory support, Essential Companion Tickets, and planning tools.
We remain committed to keeping this position under review ahead of our main season opening in March and will be inviting all those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps.
Disabilities need not apply
Merlin have made passes inaccessible to neurodivergent families
2 februari 2026
Omdöme utan inbjudan
Svar från Merlin Annual Pass
Hi Anthony,
Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialling across UK Resort Theme Parks during the upcoming February half-term.
We remain committed to keeping this position under review ahead of our main season opening in March, and we invite those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps by completing the following survey.
https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020
Detta är Trustpilot
Vem som helst får skriva ett omdöme på Trustpilot. Den som skriver ett omdöme äger sitt omdöme och detta innebär att personen i fråga kan redigera eller ta bort sitt omdöme när som helst. Omdömen finns kvar på Trustpilot sålänge omdömeslämnarens konto är aktivt.
Vi skyddar vår plattform med hjälp av dedikerade medarbetare och smart teknologi. Läs mer om hur vi bekämpar falska omdömen.
Läs mer om omdömesprocessen på Trustpilot.
Här är 8 tips på hur man kan skriva omdömen på bästa sätt.
Verifieringen hjälper till att säkerställa att det är riktiga människor som skriver omdömena som du läser på Trustpilot.
Att erbjuda belöningar för omdömen eller att bara be en viss grupp personer att skriva ett omdöme kan påverka företagets TrustScore. Detta strider mot våra riktlinjer.