Alton Towers to introduce 'virtual queuing' app for disabled visitors after autism backlash forced U-turn

From the Newshound archive · first published 19 September 2026.

Merlin Entertainments will launch an app-based virtual queuing system for Ride Access Pass holders at Alton Towers before the end of this year, with Thorpe Park and Legoland Windsor set to follow in 2027. The change comes after a February controversy in which autistic and ADHD visitors were effectively locked out of the existing disability queue system, triggering a 25,000-signature petition that compelled Merlin to reverse its proposed changes. Disability Rights UK, Scope, ADHD UK and the National Autistic Society all contributed to developing the new system and have welcomed it. Eligibility criteria for the pass will remain unchanged.

The new system allows pass holders to join a queue through an app and wait the same duration as other visitors, meaning they no longer need to stand physically in line.

Lisa Myers of the National Autistic Society said the change 'can make a real difference to autistic people, enabling them to access facilities and venues.'

Merlin also intends to abolish the current RAP advance booking requirement once the app system has demonstrated it works reliably.