Merlin Annual Pass レビュー 

Merlin Annual Pass からの回答

2026年2月16日

Hi Jenny,

Thank you for sharing this, and for the many years you’ve supported us, even going back to the Tussauds pass days. That loyalty really does matter, which makes it even more upsetting to hear how let down you feel.

I’m truly sorry for the distress the proposed RAP changes caused, especially for families with children and adults with cognitive disabilities. We’ve listened carefully to the feedback, and as a result we’ve taken the decision to pause the half-term trial. We will also continue to accept the “Difficulty with Crowds” symbol for RAP eligibility while we review things properly.

We know how often your family visited and supported the parks, and that’s never taken for granted. We’re sorry this situation has shaken your trust, and we hope in time we can show that we are listening and working to put this right.

Thank you again for your feedback

Merlin Annual Pass からの回答

2026年2月16日 に更新

Hi Andy,

In our ongoing efforts to improve RAP, we proposed a half-term trial with a refined RAP eligibility criteria. After extensive feedback from our guests, with diverse and opposing views put forward, we believe it's important to pause and fully reflect on the thoughts and experiences shared with us.

This means that we will not be proceeding with the trial and will be accepting the 'Difficulty with Crowds' symbol for RAP whilst we explore alternative ways to evolve the system.

We recognise that the Theme Park environment may be difficult for guests who are neurodivergent or who have additional sensory needs hence our investment and focus on quiet spaces and areas where guests can regulate and step away from our busier environments.

Merlin Annual Pass からの回答

2026年2月16日

Hello Sarah, 

We’re very sorry for the frustration and disappointment this situation has caused your family. We fully recognise the impact the proposed changes to RAP eligibility had on many guests.

After listening carefully to the wide range of feedback received, we have decided not to move forward with the half-term trial. We will continue to accept the ‘Difficulty with Crowds’ symbol for RAP eligibility while we work on longer-term improvements.

We are now carrying out a wider consultation with our community and disability partners to ensure any future changes are fair, sustainable, and supportive of those who rely on the scheme. Your feedback is an important part of that process.

Kind regards

Merlin Annual Pass からの回答

2026年2月10日

Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialling across UK Resort Theme Parks during the upcoming February half-term.

The Ride Access Pass is currently being trialled with updated eligibility linked to specific Nimbus symbols, following wider changes to that scheme. As part of this trial, the “Difficulty with Crowds” symbol is no longer included for RAP eligibility. While this change is being tested, it’s recognised that queueing and busy environments can still be very challenging for some neurodivergent guests.

Alongside this, there has been a focus on supporting guests across their whole visit through other adjustments, such as quieter spaces, sensory support, Essential Companion Tickets, and planning tools.

We remain committed to keeping this position under review ahead of our main season opening in March and will be inviting all those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps.

Merlin Annual Pass からの回答

2026年2月10日

Hi Anthony,

Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialling across UK Resort Theme Parks during the upcoming February half-term. 

We remain committed to keeping this position under review ahead of our main season opening in March, and we invite those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps by completing the following survey. 

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

Merlin Annual Pass からの回答

2026年2月10日

Hi Jessie,

Thank you for sharing this so openly. It’s very clear how much these visits have meant to your son and to your family, and how carefully you’ve been managing his needs to make theme park days positive and safe for him.

It’s completely understandable why this feels so distressing. Having a structure that allowed you to explain wait times, give your son space to regulate and avoid situations that could lead to severe anxiety or self-harm clearly made all the difference. 

The Ride Access Pass is currently part of a trial where eligibility has been updated and this means the “Difficulty with Crowds” symbol is no longer included for RAP at this time. While this approach is being tested, it’s recognised that queueing and crowded environments can still be extremely difficult for some neurodivergent guests, particularly where emotional regulation and safety are involved.

Alongside this trial, there has been a wider focus on supporting guests across their whole visit through other adjustments, such as quieter spaces, sensory support, Essential Companion Tickets and tools to help plan visits around busier periods. 

This trial is under review, and feedback from families who are directly affected is an important part of that process. If you wish to share your experience, you can do so here:

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

Merlin Annual Pass からの回答

2026年2月10日

Hi Reece,

Thank you for taking the time to share this and for explaining Harvey’s situation so clearly. It’s easy to hear just how much these visits have meant to him and to your whole family.

The Ride Access Pass is intended as a queuing adjustment and Merlin is currently trialling a change to eligibility based on three specific Nimbus symbols, following updates to the Nimbus scheme and wider consultation. As part of this trial, the “Difficulty with Crowds” symbol is no longer included for RAP eligibility.

At the same time, there’s been a shift towards looking at accessibility across the whole theme park experience, not just queues. This includes things like quiet spaces, sensory support, Essential Companion Tickets, and tools to help guests plan their visit around busier times. These options are intended to offer alternative ways of supporting guests, even though they won’t address every barrier in the same way for everyone.

This trial is being kept under review, and guest feedback plays an important role in shaping what happens next. If you’d like to share your experience, you can do so here:

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

Merlin Annual Pass からの回答

2026年2月10日

Hi Natalie,

Thank you for sharing this. We understand how upsetting these changes feel, especially after so many years of happy family visits to attractions like LEGOLAND and Chessington.

The recent changes to the Ride Access Pass are part of a trial following updates to the Nimbus scheme and we recognise that this has affected guests who previously relied on RAP to enjoy our parks in a way that worked for them. Alongside this, we’re focusing on a wider “whole attraction” approach to accessibility, including quieter spaces, sensory support, Essential Companion Tickets, and planning tools, though we know these won’t feel like a direct replacement for everyone.

This trial is being kept under review and guest feedback is an important part of shaping what happens next. If you’d like to share your experience, you can do so here:

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

Merlin Annual Pass からの回答

2026年2月10日

Hello Sarah,

Thank you for getting in touch about the Ride Access Pass changes being trialled across our UK Resort Theme Parks during the February half-term. We’re really sorry for the upset this has caused and appreciate you taking the time to share how you’re feeling.

These changes followed a review of how access support works across a full visit, particularly for neurodiverse guests, with input from external specialists. It’s recognised that busy environments and crowds can be part of the experience across attractions, not just within queue lines.

As part of the trial, eligibility for the Ride Access Pass is aligned with the three Nimbus symbols. While the “Difficulty with Crowds” symbol isn’t included at this stage, it’s recognised that crowds can still be challenging for some guests. Alongside this, other support remains available, including Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags from Guest Services.

This trial will remain under review ahead of the main season opening in March and Ride Access Pass holders can share feedback here https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020 to help shape next steps. Thank you again for reaching out.

Merlin Annual Pass からの回答

2026年2月10日

Hi Nicola, 

Thanks so much for the amazing feedback! We’re thrilled to hear the Gold Pass has been such great value for you—saving over £1,000 in just 9 months is incredible 🤩

It’s great to know you’ve been able to make the most of it on your day trips. We really appreciate your support and can’t wait to have you renew with us again!

Merlin Annual Pass からの回答

2026年2月9日

Hi Sara,

Thank you for being so honest about how you’re feeling. We’re truly sorry for how upsetting this has been and we can hear just how angry and hurt you are.

As part of a trial, eligibility for the Ride Access Pass has been aligned with the three Nimbus symbols. While this currently doesn’t include the “Difficulty with Crowds” symbol, we do recognise that crowds can still be incredibly challenging for some guests. Because of this, we’re also focusing on offering other forms of support throughout the day to help guests who are affected by busy environments.

This includes Essential Companion Tickets for guests who need support during their visit, as well as sensory rooms and quiet spaces within our theme parks where guests can step away from busier areas and take time to regulate if needed. Sensory bags are also available from Guest Services at our UK Resort Theme Parks to help support individual sensory needs.

We know this change hasn’t landed well for everyone and your feedback really does matter. You can submit your survey here https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020 and It will be shared with the teams reviewing this trial. 

Thank you for taking the time to speak up we’re genuinely sorry for the distress this has caused.

Merlin Annual Pass からの回答

2026年2月9日

Hi guest, 

Thank you for sharing how you feel. We’re really sorry for the upset this has caused and understand how distressing this change has been.

As part of a trial, eligibility for the Ride Access Pass has been aligned with the three Nimbus symbols. While this doesn’t currently include the “Difficulty with Crowds” symbol, we recognise that busy environments can still be challenging. Alongside this, we’re offering other support such as Essential Companion Tickets, sensory rooms, quiet spaces and sensory bags available from Guest Services.

We know this change hasn’t worked for everyone and your feedback truly matters. Thank you for taking the time to share it with us.

Merlin Annual Pass からの回答

2026年2月9日

Hi Guest,

Thank you for raising concerns regarding changes to Merlin’s Ride Access Pass that we are trialing across UK Resort Theme Parks during the upcoming February half-term. We remain committed to keeping this position under review ahead of our main season opening in March and will be inviting all those with a Ride Access Pass to provide their thoughts and feedback to inform our next steps.

Merlin Annual Pass からの回答

2026年2月9日

Hi Lewis,

Thank you for taking the time to share your feedback. We recognise that access needs vary from person to person, particularly when it comes to managing crowds. Through our partnership with Nimbus as part of the RAP eligibility process, we aim to better understand individual needs and, where appropriate, these can be reassessed so that fair and considerate adjustments can be made.

As part of a current trial, RAP eligibility is aligned with the three Nimbus symbols. While this trial does not include the “Difficulty with Crowds” symbol, we understand that busy environments may still be challenging for some guests. Alongside RAP, we provide additional support, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks to help guests manage sensory demands throughout their visit.

We take this issue seriously and remain committed to listening to guest feedback and investing in supportive options to ensure our theme parks are welcoming, accessible, and enjoyable for everyone. We want to reassure you that our intention is never to exclude anyone. This is an important and sensitive topic and guest feedback plays a vital role in helping us review and improve our approach. We’ll continue to listen, work with external specialists, and invest in supportive options to help make our theme parks as welcoming and enjoyable as possible for everyone.

Merlin Annual Pass からの回答

2026年2月9日

Hi Tricia,

Thank you for sharing how you feel. We’re truly sorry for how upsetting this situation has been and understand the strength of feeling behind your message. We know how important access support is for adults and children with additional needs and we recognise how distressing these changes have felt for many guests.

We’re also sorry to hear how disappointed you’ve been with your wider experiences across our attractions. When visits don’t meet expectations, it can really affect trust and enjoyment and we understand why this has added to your frustration.

Your feedback matters and will be shared with the relevant teams as part of our ongoing review. If you’d like to share your experience in more detail, you can do so through our Ride Access Pass feedback survey here:

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

Thank you for being open with us, we’re genuinely sorry for the upset this has caused.

Merlin Annual Pass からの回答

2026年2月9日

Hi Charlie,

Thank you for taking the time to share your feedback. We recognise that busy environments can present challenges, and that crowds are encountered throughout our theme parks. Our attractions may also include highly sensory elements, such as loud noises, flashing or strobe lighting, ride sound effects, and busy spaces, which we understand can be difficult for some guests, including those who are neurodivergent or who have additional sensory needs.

As part of a current trial, RAP eligibility is aligned with the three Nimbus symbols. While this trial does not include the “Difficulty with Crowds” symbol, we acknowledge that busy environments may still be challenging for some guests. Alongside RAP, we provide alternative forms of support, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks to help guests manage sensory demands throughout their visit.

Our intention is never to exclude anyone, but to improve accessibility across our attractions. We will continue to listen, review, and evolve our approach so that every guest feels welcomed and supported during their visit. Guest feedback plays a vital role in this process, and we remain committed to investing in supportive options to make our theme parks as inclusive and enjoyable as possible for everyone.

Merlin Annual Pass からの回答

2026年2月9日

Hi Elizabeth,

Thank you for taking the time to explain what’s been happening. We’re genuinely sorry for the repeated problems you’ve experienced with your Gold Pass over the years. We can only imagine how frustrating and exhausting it must be to have something that should be straightforward cause so much disruption to your visits, especially when it’s happened more than once.

We understand how upsetting it is to face delays at the gates, have to make detours for reprints, go through security multiple times and spend time making phone calls just to get things working. Having to replace your pass so many times and seeing your partner experience similar issues, is not the experience we want for any of our Annual Pass holders and we’re really sorry that this has been your reality.

Thank you for being honest about how unreliable the system has felt and the impact it’s had on your enjoyment. Your feedback matters and we’ll make sure it’s shared with the relevant teams so they fully understand the ongoing issues and the effect they’re having on our guests.

If you’d like to talk this through with us in more detail, we’d really welcome that. Please feel free to email info@merlinannualpass.co.uk and our team will be happy to discuss your experience and see how we can help.

Thank you again for sticking with us for so long and for taking the time to raise this, we truly appreciate it and we’re sorry for the frustration you’ve been caused.

Merlin Annual Pass からの回答

2026年2月9日

Hi Charlie,

Thank you for getting in touch and for sharing how strongly you feel about this announcement. We’re very sorry to hear how upsetting and frustrating these changes have been, particularly given the impact they’ve had on your ability to visit our attractions.

We want to reassure you that the changes to the Ride Access Pass were not made lightly. However, we understand that for some guests, the outcome of this trial means the support they previously relied on no longer meets their needs and we appreciate you raising this with us.

We’re also sorry for the frustration caused by our live chat service being unavailable at this time. We understand how disappointing it is when you’re trying to reach us for support and we appreciate your patience while this service is undergoing maintenance.

If you wish to discuss cancelling your Annual Pass and the associated monthly payments, our Guest Services team will be able to review your account and advise on the options available. You can contact them by emailing info@merlinannualpass.co.uk, via our online contact form, or once live chat becomes available again.

We are also keen to hear directly about your experience and feedback on the Ride Access Pass trial. You can share your thoughts through our feedback survey here:

https://online.avius.com/a9b7aa27-946f-4600-9147-68e9d4e95020

We recognise that you joined recently and that this situation has had a significant impact on your plans. Your feedback will be shared with the relevant teams as part of our ongoing review of the Ride Access Pass trial, as we continue to look at how we can better support our guests.

Merlin Annual Pass からの回答

2026年2月9日

Hi Kirsten,

Thank you for taking the time to share your feedback. We understand that busy and highly sensory environments can be challenging, particularly for neurodivergent guests or those with additional sensory needs, and we recognise how important it is that everyone feels supported during their visit.

Our RAP eligibility process is designed to be thorough and to support a wide range of access needs. As part of a current trial, eligibility is aligned with the three Nimbus symbols. While this does not include the “Difficulty with Crowds” symbol, we recognise that crowds can still be challenging and can be encountered throughout our attractions, not just in queue lines.

Alongside RAP, we offer other support options, including Essential Companion Tickets, sensory rooms and quiet spaces, and sensory bags available from Guest Services at our UK Resort Theme Parks. These are intended to help guests manage busy environments throughout the day.

We want to reassure you that our intention is never to exclude anyone. This is an important and sensitive topic, and guest feedback plays a vital role in helping us review and improve our approach. We’ll continue to listen, work with external specialists, and invest in supportive options to help make our theme parks as welcoming and enjoyable as possible for everyone.