Alton Towers restricts some disability pass holders from virtual queues

Alton Towers and operator Merlin Entertainments will trial new eligibility rules this February half-term that stop Nimbus cards showing only 'difficulty with crowds' from qualifying for the virtual queue pass; cards showing 'difficulty standing', 'level access' or 'urgent toilet needs' will be accepted during the trial.

Alton Towers is changing who can use its virtual queue pass for ride access during the February half-term. The operator, Merlin Entertainments, says the pass is intended for visitors who struggle to wait in physical lines because of a disability or medical condition. Nimbus, the company that issues access cards, has split a previous icon into two categories and the park will accept only certain symbols for the virtual queue during a trial. The trial will run over the half-term and Merlin says it will review the policy before March. Key points: - The park will not accept Nimbus cards that show only the "difficulty with crowds" symbol for the virtual queue pass during the trial. - Cards showing "difficulty standing", "level access" or "urgent toilet needs" will be eligible for the virtual queue pass during the trial period. - Merlin Entertainments said it is trialling these eligibility criteria over the half-term and will review feedback ahead of its main season in March. - A representative of the ADHD UK charity criticised the change as excluding some people, and Merlin said it remains committed to supporting neurodiverse guests and will provide alternative adjustments. Summary: The trial narrows automatic access to virtual queues to cards tied to mobility or urgent physical needs and directs other cardholders to guest services for personalised support. Merlin will review the trial and the eligibility criteria before March to decide any onward approach. Undetermined at this time.