For many families, a day at a theme park is a cherished escape—a place where the magic of rides and laughter can momentarily eclipse everyday challenges. But for the Masarati family from Banstead, Surrey, the February half-term of 2026 has brought heartbreak and frustration, as new rules trialed by Merlin Entertainments threaten to exclude their autistic son Zac from the joy he finds at Chessington World of Adventures and Legoland Windsor.
Merlin Entertainments, which operates some of the United Kingdom’s most beloved attractions, including Alton Towers, Chessington, Legoland Windsor, and Thorpe Park, has long offered a Ride Access Pass (RAP) system. This system, provided at no charge, allows disabled guests and up to three companions to join virtual queues instead of physically waiting in line—a crucial adjustment for many with hidden disabilities, such as autism or ADHD.
Yet, as reported by SurreyLive and the Daily Mail, the company is trialing new eligibility criteria for the RAP during the February half-term of 2026. The change, which does not apply to Thorpe Park as it is closed during this period, has left families like the Masaratis reeling. Zac, a 14-year-old who is autistic and non-verbal, has relied on the RAP to enjoy his favorite rides without the anxiety and discomfort of crowded, noisy queues. Now, he no longer qualifies.
“What we used to be able to do is use the ride access pass which was like a virtual queue. We still had to wait. I think there's a misconception that you know if you've got a disability you're just going straight on every single ride. If the wait is an hour long, you log on to the access pass, and then you come back in an hour. You just don't have to wait in the queue which is obviously restrictive,” Zac’s mother, Lisa Masarati, told SurreyLive. She explained that Zac’s sensory processing needs and lack of understanding of time make traditional queuing nearly impossible. “He doesn't understand what a queue is essentially because of his disability, he doesn't have a sense of time. He does have sensory processing needs, so the physical restrictiveness of the queue is difficult and uncomfortable for him.”
The new system stems from changes made by Nimbus, the third-party provider of the Access Card used across the UK to communicate disability-related needs. Previously, a single “Standing and Queuing” symbol covered a range of difficulties, from mobility issues to neurodivergence. Now, Nimbus has split this into two: “Difficulty Standing” for those with mobility impairments, and “Difficulty with Crowds” for those who struggle with crowded environments, often due to autism, ADHD, or anxiety.
During the February trial, only guests whose Access Cards display the “Difficulty Standing,” “Level Access,” or “Urgent Toilet Needs” symbols are eligible for the RAP at Merlin parks. Those with the “Difficulty with Crowds” symbol, representing many neurodivergent guests, are excluded from the RAP and must stand in the regular queues. The change, as outlined by Alton Towers and reported by the Daily Mail, has left families scrambling for support. While Guest Services can offer alternative assistance, such as pre-arrival information, essential companion tickets, sensory rooms, and quiet spaces, these adjustments do not replace the RAP’s core benefit: avoiding the stress and overwhelm of long, crowded lines.
Lisa Masarati’s heartbreak is palpable. “I won't be able to visit with him at half term because he won't be able to cope with it. That is discriminating against him really because those access arrangements which enabled him to participate and removed some of the barriers of his disability are now not in place,” she said. For Zac, theme parks are one of the few places he can truly enjoy. “We're limited with where we can go with him, you know, there's not that many places that he can enjoy because of his disability. We can't go to the cinema, theatre. He won't wear any headwear because of his sensory needs, whereas I think he would enjoy climbing or he might enjoy horse riding, he automatically would never do that because he wouldn't wear a helmet. There's lots of things that really limit what we can do but theme parks are something that's you know a real enjoyment to him.”
Zac communicates using an assisted communication device loaded with images of his favorite rides. “Whenever we go to these places he uses his assisted communication device to tell us which ride he wants to go on and quite often even if it's at bedtime he’ll be like I want to go to Chessington on his device,” Lisa shared. “It's just really upsetting because he won't understand why he can't go there. He'll probably be asking me to go there and I just feel heartbroken for him.”
Rob Smith, Chief Operating Officer at Merlin Entertainments, has acknowledged the outcry. In statements to both SurreyLive and the Daily Mail, Smith emphasized the company’s intentions: “Our guests with additional accessibility needs have increasingly told us that the Ride Access Pass simply isn’t working for them, particularly as demand has grown and queue times for these guests have increased. We have listened to this feedback and have been looking at how we can improve the system and find a solution that is in the best interests of all guests. That’s why we are making some positive changes including a new digital app and a transparent availability calendar to improve clarity and help families plan with confidence.”
Smith also noted, “We are also trialling a refined eligibility criterion during the brief opening period of February half term, however we recognise this has raised concerns for some guests. Our commitment to supporting neurodiverse guests and those with mental health needs remains. We are listening carefully to this feedback and are committed to keeping this approach under review ahead of our main season openings in March. We remain deeply committed to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions. This is an ongoing journey, and we continue to listen, learn and adapt by working closely with our guests and trusted accessibility experts to better understand individual needs and put the right support in place.”
Alton Towers, another Merlin attraction, has echoed these sentiments on its website, promising to review both the new RAP app’s operation and the impact of the refined eligibility criteria after the half-term trial. Feedback from guests will play a role in shaping the approach for the main season starting in March 2026.
For now, however, families like the Masaratis are left in limbo, uncertain if the places that once brought their children so much happiness will remain accessible. The debate highlights the ongoing struggle to balance operational demands with the needs of guests who rely on reasonable adjustments for inclusion—and serves as a reminder that, even in the most joyful of places, the fight for true accessibility is far from over.