Please see the latest information from Merlin Entertainment regarding the Ride Access Pass Trial and qualifying criteria.

Dear Merlin Accessibility Community,

I wanted to take the time to personally write to this community. Let me start by saying thank you. So many of you have taken the time to share your thoughts, concerns, and personal experiences with the Ride Access Pass (RAP) over the past few days. As the people who rely on the RAP most, your voices matter deeply to us - and they are shaping the decisions we make.

Whenever we consider changes to the RAP, it’s because we genuinely want it to work better for the guests who need it most. And you’ve told us clearly, and with honesty, that the current system isn’t delivering the experience you deserve.

As part of our efforts to improve the RAP, we proposed a half-term trial with reduced criteria. But after receiving extensive feedback from you all, with diverse and opposing views put forward, we believe it’s important to pause and fully reflect on what you’ve shared. This means we will not be proceeding with the trial at this time, and we will continue to accept the Difficulty with Crowds access symbol for RAP while we explore alternative ways to evolve the system. For those who were impacted by our recent announcement, we are sorry.

That said, the pressures on the RAP haven’t gone away. The system is under huge pressure and it’s clear that we need a more sustainable long-term approach. To help us get this right, we are launching a fuller consultation involving this community, accessibility experts, and industry partners. This is a shared challenge across the sector, and meaningful progress will require working together

In the short term, some of the challenges you’ve been experiencing may continue. I know that’s not ideal, and I’m truly sorry for the frustration this may cause. Please know we are working hard behind the scenes to build a better, fairer approach — and we ask for your patience and understanding while we do that.

Our commitment to supporting guests with accessibility needs is unwavering. Today we welcome more disabled guests than ever before and continue to expand the adjustments and support available across our attractions. These measures are detailed here.

As our work progresses, we will continue to share updates. Thank you again for your honesty, your patience, and your continued partnership in helping us shape a better experience for everyone.

Rob Smith, Chief Operating Officer

Nimbus Disability statement

“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 as part of 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.”

What does this mean in practice?

You will be able to use the Merlin Ride Access Pass App to book available RAP slots if you have the following symbols on your Access Card or Merlin Digital Access Pass:

• Difficulty with Crowds
• Difficulty with Standing
• Level Access
• Urgent Access to Toilets (WC)

More information about this will be available directly from Merlin on the resort's websites.