Merlin Annual Pass Omdömen 

Svar från Merlin Annual Pass

10 feb. 2026

Hi Jessie,

Thank you for sharing this so openly. It’s very clear how much these visits have meant to your son and to your family, and how carefully you’ve been managing his needs to make theme park days positive and safe for him.

It’s completely understandable why this feels so distressing. Having a structure that allowed you to explain wait times, give your son space to regulate and avoid situations that could lead to severe anxiety or self-harm clearly made all the difference. 

The Ride Access Pass is currently part of a trial where eligibility has been updated and this means the “Difficulty with Crowds” symbol is no longer included for RAP at this time. While this approach is being tested, it’s recognised that queueing and crowded environments can still be extremely difficult for some neurodivergent guests, particularly where emotional regulation and safety are involved.

Alongside this trial, there has been a wider focus on supporting guests across their whole visit through other adjustments, such as quieter spaces, sensory support, Essential Companion Tickets and tools to help plan visits around busier periods. 

This trial is under review, and feedback from families who are directly affected is an important part of that process. If you wish to share your experience, you can do so here:

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

Svar från Merlin Annual Pass

10 feb. 2026

Hi Reece,

Thank you for taking the time to share this and for explaining Harvey’s situation so clearly. It’s easy to hear just how much these visits have meant to him and to your whole family.

The Ride Access Pass is intended as a queuing adjustment and Merlin is currently trialling a change to eligibility based on three specific Nimbus symbols, following updates to the Nimbus scheme and wider consultation. As part of this trial, the “Difficulty with Crowds” symbol is no longer included for RAP eligibility.

At the same time, there’s been a shift towards looking at accessibility across the whole theme park experience, not just queues. This includes things like quiet spaces, sensory support, Essential Companion Tickets, and tools to help guests plan their visit around busier times. These options are intended to offer alternative ways of supporting guests, even though they won’t address every barrier in the same way for everyone.

This trial is being kept under review, and guest feedback plays an important role in shaping what happens next. If you’d like to share your experience, you can do so here:

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

Svar från Merlin Annual Pass

10 feb. 2026

Hi Natalie,

Thank you for sharing this. We understand how upsetting these changes feel, especially after so many years of happy family visits to attractions like LEGOLAND and Chessington.

The recent changes to the Ride Access Pass are part of a trial following updates to the Nimbus scheme and we recognise that this has affected guests who previously relied on RAP to enjoy our parks in a way that worked for them. Alongside this, we’re focusing on a wider “whole attraction” approach to accessibility, including quieter spaces, sensory support, Essential Companion Tickets, and planning tools, though we know these won’t feel like a direct replacement for everyone.

This trial is being kept under review and guest feedback is an important part of shaping what happens next. If you’d like to share your experience, you can do so here:

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

Svar från Merlin Annual Pass

10 feb. 2026

Hello Sarah,

Thank you for getting in touch about the Ride Access Pass changes being trialled across our UK Resort Theme Parks during the February half-term. We’re really sorry for the upset this has caused and appreciate you taking the time to share how you’re feeling.

These changes followed a review of how access support works across a full visit, particularly for neurodiverse guests, with input from external specialists. It’s recognised that busy environments and crowds can be part of the experience across attractions, not just within queue lines.

As part of the trial, eligibility for the Ride Access Pass is aligned with the three Nimbus symbols. While the “Difficulty with Crowds” symbol isn’t included at this stage, it’s recognised that crowds can still be challenging for some guests. Alongside this, other support remains available, including Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags from Guest Services.

This trial will remain under review ahead of the main season opening in March and Ride Access Pass holders can share feedback here https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020 to help shape next steps. Thank you again for reaching out.

Svar från Merlin Annual Pass

10 feb. 2026

Hi Nicola, 

Thanks so much for the amazing feedback! We’re thrilled to hear the Gold Pass has been such great value for you—saving over £1,000 in just 9 months is incredible 🤩

It’s great to know you’ve been able to make the most of it on your day trips. We really appreciate your support and can’t wait to have you renew with us again!

Svar från Merlin Annual Pass

9 feb. 2026

Hi Sara,

Thank you for being so honest about how you’re feeling. We’re truly sorry for how upsetting this has been and we can hear just how angry and hurt you are.

As part of a trial, eligibility for the Ride Access Pass has been aligned with the three Nimbus symbols. While this currently doesn’t include the “Difficulty with Crowds” symbol, we do recognise that crowds can still be incredibly challenging for some guests. Because of this, we’re also focusing on offering other forms of support throughout the day to help guests who are affected by busy environments.

This includes Essential Companion Tickets for guests who need support during their visit, as well as sensory rooms and quiet spaces within our theme parks where guests can step away from busier areas and take time to regulate if needed. Sensory bags are also available from Guest Services at our UK Resort Theme Parks to help support individual sensory needs.

We know this change hasn’t landed well for everyone and your feedback really does matter. You can submit your survey here https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020 and It will be shared with the teams reviewing this trial. 

Thank you for taking the time to speak up we’re genuinely sorry for the distress this has caused.

Svar från Merlin Annual Pass

9 feb. 2026

Hi guest, 

Thank you for sharing how you feel. We’re really sorry for the upset this has caused and understand how distressing this change has been.

As part of a trial, eligibility for the Ride Access Pass has been aligned with the three Nimbus symbols. While this doesn’t currently include the “Difficulty with Crowds” symbol, we recognise that busy environments can still be challenging. Alongside this, we’re offering other support such as Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags available from Guest Services.

We know this change hasn’t worked for everyone and your feedback truly matters. Thank you for taking the time to share it with us.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Guest,

Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialing 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 will be inviting all those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Lewis,

Thank you for taking the time to share your feedback. We recognise that access needs vary from person to person, particularly when it comes to managing crowds. Through our partnership with Nimbus as part of the RAP eligibility process, we aim to better understand individual needs and, where appropriate, these can be reassessed so that fair and considerate adjustments can be made.

As part of a current trial, RAP eligibility is aligned with the three Nimbus symbols. While this trial does not include the “Difficulty with Crowds” symbol, we understand that busy environments may still be challenging for some guests. Alongside RAP, we provide additional support, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks to help guests manage sensory demands throughout their visit.

We take this issue seriously and remain committed to listening to guest feedback and investing in supportive options to ensure our theme parks are welcoming, accessible, and enjoyable for everyone. We want to reassure you that our intention is never to exclude anyone. This is an important and sensitive topic and guest feedback plays a vital role in helping us review and improve our approach. We’ll continue to listen, work with external specialists, and invest in supportive options to help make our theme parks as welcoming and enjoyable as possible for everyone.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Tricia,

Thank you for sharing how you feel. We’re truly sorry for how upsetting this situation has been and understand the strength of feeling behind your message. We know how important access support is for adults and children with additional needs and we recognise how distressing these changes have felt for many guests.

We’re also sorry to hear how disappointed you’ve been with your wider experiences across our attractions. When visits don’t meet expectations, it can really affect trust and enjoyment and we understand why this has added to your frustration.

Your feedback matters and will be shared with the relevant teams as part of our ongoing review. If you’d like to share your experience in more detail, you can do so through our Ride Access Pass feedback survey here:

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

Thank you for being open with us, we’re genuinely sorry for the upset this has caused.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Charlie,

Thank you for taking the time to share your feedback. We recognise that busy environments can present challenges, and that crowds are encountered throughout our theme parks. Our attractions may also include highly sensory elements, such as loud noises, flashing or strobe lighting, ride sound effects, and busy spaces, which we understand can be difficult for some guests, including those who are neurodivergent or who have additional sensory needs.

As part of a current trial, RAP eligibility is aligned with the three Nimbus symbols. While this trial does not include the “Difficulty with Crowds” symbol, we acknowledge that busy environments may still be challenging for some guests. Alongside RAP, we provide alternative forms of support, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks to help guests manage sensory demands throughout their visit.

Our intention is never to exclude anyone, but to improve accessibility across our attractions. We will continue to listen, review, and evolve our approach so that every guest feels welcomed and supported during their visit. Guest feedback plays a vital role in this process, and we remain committed to investing in supportive options to make our theme parks as inclusive and enjoyable as possible for everyone.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Elizabeth,

Thank you for taking the time to explain what’s been happening. We’re genuinely sorry for the repeated problems you’ve experienced with your Gold Pass over the years. We can only imagine how frustrating and exhausting it must be to have something that should be straightforward cause so much disruption to your visits, especially when it’s happened more than once.

We understand how upsetting it is to face delays at the gates, have to make detours for reprints, go through security multiple times and spend time making phone calls just to get things working. Having to replace your pass so many times and seeing your partner experience similar issues, is not the experience we want for any of our Annual Pass holders and we’re really sorry that this has been your reality.

Thank you for being honest about how unreliable the system has felt and the impact it’s had on your enjoyment. Your feedback matters and we’ll make sure it’s shared with the relevant teams so they fully understand the ongoing issues and the effect they’re having on our guests.

If you’d like to talk this through with us in more detail, we’d really welcome that. Please feel free to email info@merlinannualpass.co.uk and our team will be happy to discuss your experience and see how we can help.

Thank you again for sticking with us for so long and for taking the time to raise this, we truly appreciate it and we’re sorry for the frustration you’ve been caused.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Charlie,

Thank you for getting in touch and for sharing how strongly you feel about this announcement. We’re very sorry to hear how upsetting and frustrating these changes have been, particularly given the impact they’ve had on your ability to visit our attractions.

We want to reassure you that the changes to the Ride Access Pass were not made lightly. However, we understand that for some guests, the outcome of this trial means the support they previously relied on no longer meets their needs and we appreciate you raising this with us.

We’re also sorry for the frustration caused by our live chat service being unavailable at this time. We understand how disappointing it is when you’re trying to reach us for support and we appreciate your patience while this service is undergoing maintenance.

If you wish to discuss cancelling your Annual Pass and the associated monthly payments, our Guest Services team will be able to review your account and advise on the options available. You can contact them by emailing info@merlinannualpass.co.uk, via our online contact form, or once live chat becomes available again.

We are also keen to hear directly about your experience and feedback on the Ride Access Pass trial. You can share your thoughts through our feedback survey here:

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

We recognise that you joined recently and that this situation has had a significant impact on your plans. Your feedback will be shared with the relevant teams as part of our ongoing review of the Ride Access Pass trial, as we continue to look at how we can better support our guests.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Kirsten,

Thank you for taking the time to share your feedback. We understand that busy and highly sensory environments can be challenging, particularly for neurodivergent guests or those with additional sensory needs, and we recognise how important it is that everyone feels supported during their visit.

Our RAP eligibility process is designed to be thorough and to support a wide range of access needs. As part of a current trial, eligibility is aligned with the three Nimbus symbols. While this does not include the “Difficulty with Crowds” symbol, we recognise that crowds can still be challenging and can be encountered throughout our attractions, not just in queue lines.

Alongside RAP, we offer other support options, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks. These are intended to help guests manage busy environments throughout the day.

We want to reassure you that our intention is never to exclude anyone. This is an important and sensitive topic, and guest feedback plays a vital role in helping us review and improve our approach. We’ll continue to listen, work with external specialists, and invest in supportive options to help make our theme parks as welcoming and enjoyable as possible for everyone.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Shelley, 

Thank you for sharing how strongly you feel about this. We’re truly sorry to hear how these changes have affected you and your family, particularly after being loyal Merlin Platinum Pass holders for a number of years. We understand how upsetting and frustrating it must feel to believe that access support you previously relied on is no longer available and that this has led you to feel excluded and discriminated against.

We want to reassure you that the intention behind these changes is not to remove support or disadvantage guests with non-physical disabilities. The trial has been introduced following extensive review, specialist guidance, and feedback, with the aim of providing more consistent and fair access support across our UK Resort Theme Parks. However, we fully recognise that this approach may not be working for everyone and that some guests feel it no longer meets their needs.

We also understand your concerns regarding Ride Access Passes that are currently in date and we appreciate how difficult it is to feel that something you relied upon has been taken away. Your feedback and the decision you’ve shared regarding not renewing your Annual Passes, is incredibly important to us and will be shared with the relevant teams as part of our ongoing review.

This trial remains under close review ahead of our main season opening in March and we will be inviting all Ride Access Pass holders to provide feedback. Hearing directly from guests like you is essential in helping us understand the real impact of these changes and how we can improve access and support going forward.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Emma,

Thank you for sharing how these changes have affected you. We’re very sorry to hear how upsetting this has been and understand how distressing it must feel to believe you can no longer visit our parks because you’re unable to queue without experiencing panic attacks.

We want to reassure you that these changes were not made lightly and were intended to better support guests overall, particularly neurodiverse guests. However, we recognise that for some guests, being required to use standard queues can cause significant anxiety and leave them feeling unsupported and we want you to know that your concerns have been heard.

Alongside the current trial, we are offering alternative support options, including Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags available from Guest Services, to help guests manage busy environments.

This trial remains under close review ahead of our main season opening in March and we will be inviting all Ride Access Pass holders to share their experiences. Your feedback is incredibly important in helping us understand the real impact of these changes and how we can do better.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Jodie,

Thank you for taking the time to share your concerns about the changes we are trialing to Merlin’s Ride Access Pass across our UK Resort Theme Parks during the February half-term. We really appreciate you reaching out and sharing your perspective.

Any changes to our access support are made very carefully and with our guests’ wellbeing at the heart of the decision. Over recent months, we have spent time reviewing how we can better support guests throughout their entire visit, particularly neurodiverse guests. As part of this work, we have sought advice from external specialists and listened closely to feedback. We understand that busy environments can be overwhelming and that crowds can be encountered across many areas of an attraction, not just within queue lines.

As part of this trial, eligibility for the Ride Access Pass has been aligned with the three Nimbus symbols. While this currently does not include the “Difficulty with Crowds” symbol, we recognise that crowds can still be challenging for some guests and we want to reassure you that this has not been overlooked. Alongside the trial, we are placing greater focus on providing a range of reasonable adjustments and alternative support options to help guests navigate busier environments throughout the day.

These include Essential Companion Tickets for guests who need additional support during their visit, as well as access to sensory rooms and quiet spaces within our theme parks, where guests can take time away from busier areas to rest and regulate if needed. Sensory bags are also available from Guest Services at our UK Resort Theme Parks to help support individual sensory needs during the day.

This trial is being kept under close review ahead of our main season opening in March. We will be inviting all Ride Access Pass holders to share their thoughts and experiences, as your feedback is incredibly important in helping us understand what works well and where we can do better.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Faye!

Thank you so much for such a lovely review. It’s genuinely wonderful to hear how much you’ve been enjoying your passes and making so many special memories together already.

It sounds like you’ve packed so much into just a couple of months, from LEGOLAND Discovery Centre and Cadbury World to Warwick Castle. We love hearing how the pass has helped take the pressure off planning days out, especially over the summer holidays and turned it into something you can really look forward to instead.

Warwick Castle really is a special place and it’s great to hear you’re already planning a return visit to see everything you didn’t quite get to. The bird shows, jousting, roaming peacocks and the festive touches at Christmas make it such a memorable day, so we’re thrilled you enjoyed it all.

Thank you for recommending Merlin Annual Passes to other families. We hope you continue to have lots of fun-filled days out and create many more amazing memories together.

Svar från Merlin Annual Pass

9 feb. 2026

Hi Ceris

Thank you so much for taking the time to share this with us. We’re really sorry to hear how stressful and upsetting this experience has been for you and your cousin.

We can completely understand why this situation has been so frustrating. You purchased the pass hoping it would make it easier for your cousin and his carers to enjoy days out together and it’s clearly been very disappointing to find it hasn’t worked as expected for you. We’re sorry that the booking process and the information available left you feeling confused and under pressure.

We also appreciate you explaining the challenges of managing bookings when different carers are involved and how difficult it can be to rely on a digital-only system in that situation. We’re sorry this has added to your stress and meant the pass hasn’t yet been used.

While we can’t change how this has made you feel, we would like the opportunity to look into this further for you. Please contact us at info@merlinannualpass.co.uk with your details, including the pass number and purchase information, and our team will be happy to review your case and discuss a possible refund.

Thank you again for bringing this to our attention.