We are aware of some communications that have gone out from Merlin today related to Merlin's RAP eligibility and the introduction of the new symbols described on our How it Works page.

We have changed the way in which we communicate the difference in needs related to standing and queueing to differentiate between physically standing and difficulty with being in crowds.

This change was driven by the extensive work we do in the festival environment and started 2 years ago.

Whilst we can communicate the nature of the barriers you might face - it is the venues themselves which decide the response to these needs.

At the moment, we are not aware of what these changes, introduced by Merlin, mean in practice.

For more information, we will be updating the following FAQ, so please have a read of it as it stands now and update https://knowledge.accesscard.online/merlin-ride-access-pass/changes-to-your-symbols-and-merlin-rap-eligibility

Why have the symbols changed, and what do they mean?

We want to ensure that venues understand exactly what you need. By distinguishing between a physical need to sit down and a sensory need to avoid crowds, venues can offer more personalised accommodations. It moves away from a 'one size fits all' approach to queuing.

Here is a little more about the new symbols:

• Difficulty Standing

  Symbol: A seated figure. What it means: This symbol is allocated to applicants whose mobility impairment makes standing for prolonged periods difficult or impossible.

• Difficulty with Crowds

  Symbol: A group of figures. What it means: This symbol is allocated to applicants who have difficulty being in crowded situations or queues, often due to neurodivergence, anxiety, or other non-physical conditions.

How and when did we make the changes?

The changes have been running as a live trial, in one form or another, for over two years. Last year, we also began rolling out the clarified new symbols to existing accounts.

While all supporting evidence is destroyed three months after a decision is made, in line with our privacy policy, the application details themselves are retained for the lifetime of the account plus a further three months. This allows us to make accurate updates to accounts as and when required.

We introduced a manual review process for responses in the Standing and Queueing section (which was already evidenced). Using this information, we applied qualitative assessment to identify the underlying barrier affecting standing and queueing - whether this related to difficulties being in crowds or to the physical act of standing itself.

In all cases, the original Standing and Queueing symbol continues to be passed to providers and remains valid on existing cards. The new symbols will be applied when a card is next reprinted or renewed.

Our sole aim is to accurately reflect our customers’ access requirements, enabling providers to make informed decisions about how best to offer support.

My allocated symbols are incorrect. How can I change them?

For those who applied under the old Standing & Queuing section, we reviewed the information you provided in this original application. Based on the details applicants told us about, in relation to their specific barriers, we automatically updated the digital record to reflect the specific symbol(s) that match their needs.

If you applied under the new symbols application process, your account will already correctly reflect the information provided and symbol allocation.

If you have any questions or feel that the updated symbol doesn't accurately reflect your needs, please contact our team by emailing us at symbols@nimbusdisability.com. We will require additional information to amend symbol allocation, which may include asking for further documentation.

How do I find my ID or Symbols?

In order to connect your Access Card or Merlin Digital Access Pass (DAP) to the RAP App, you will need your ID. If you have forgotten this, the easiest way is to search your emails for Access Card or Merlin Digital Access Pass to find your confirmation email.

If you can't find your confirmation email, then you can complete this form https://app.accesscard.online/check-details/, which will check if your application is live and your details match. If this is correct, then you will receive an email confirming your ID number and your symbols. Please keep an eye on all your mailboxes, including spam or junk folders.

I’m no longer eligible for a RAP

Changes to the RAP eligibility framework and how they use the symbols on the Access Card or the Digital Access Pass (DAP) have been considered by Merlin Entertainment as part of their reasonable adjustments. Nimbus and the Access Card Scheme have always been responsible for understanding, validating and conveying the barriers you face, and it is down to those individual businesses to put in place reasonable adjustments to support you.

As it stands, Nimbus is not aware of what this means in practice, and we will update this article accordingly.

I disagree with the changes to RAP eligibility

Nimbus and the Access Card Scheme have always been responsible for understanding, validating and conveying the barriers you face. We have no control over the reasonable adjustments offered. Any comments with respect to these changes to RAP eligibility need to be conveyed to Merlin Entertainment directly.