Merlin Entertainments plc レビュー 

The recent changes Merlin have made to their Ride Access Pass (RAP) system are deeply disappointing and, frankly, feel discriminatory towards neurodivergent guests and those with non-visible disabilities.

With no meaningful warning, Merlin has introduced changes that fully and unapologetically exclude neurodivergent individuals from accessing their parks. The message now being communicated is that if you do not have a physical disability, you no longer qualify for assistance. Neurodiversity and other non-visible disabilities have been dismissed entirely.

This does not reflect the real needs of many disabled guests and families, and it disproportionately affects neurodivergent children and their carers.

Merlin’s proposed “solutions” — such as sensory rooms or purchasable ear defenders — completely miss the point. These do not address the core issue, which is the inability to tolerate long queues. A sensory room does not magically make queueing accessible. Ear defenders do not make waiting for extended periods manageable. These are superficial measures being offered in place of meaningful access support.

As a parent of a neurodivergent child, and being neurodiverse myself, we are now unable to access Merlin parks in the way we previously could — and we are far from alone. Thousands of families are being impacted by these changes, many of whom have relied on RAP for years to access attractions safely and fairly.

What makes this particularly upsetting is the stark contrast between Merlin’s public messaging about inclusivity and accessibility, and the reality of these changes. Inclusivity cannot be claimed while entire groups of disabled people are effectively excluded. Equality is not achieved by recognising only visible disabilities.

This approach feels insensitive, regressive, and completely out of step with modern understanding of disability. Neurodivergent people are disabled by environments — and Merlin has chosen to make that environment less accessible, not more.

Until these changes are reviewed and neurodiverse guests are meaningfully recognised again, Merlin’s parks can no longer be considered accessible or inclusive and myself and many others are all cancelling our passes.

I have been a loyal visitor for years and sadly now I’ve been excluded from your park and no longer able to attend due to my needs that are no longer met so simply can’t return devastated

Absolutely disgraceful how this company who have won awards for being neurodivergent friendly have now take away ride access for everyone of those children and adults.
My daughter is heartbroken that we can’t no longer go to LEGOLAND as they will not accommodate her needs anymore even though they have been for the last 4 years. It actually make me feel physically sick

We have been to legoland many times but sadly due to the changes we now can’t access the ride access pass which will make visiting theme parks impossible for us. My son has a severe mental disability, is non verbal and has little sense of safety, he doesn’t understand the queue system and can barely wait a few minutes let alone an hour and due to his disability even if we try to explain he won’t understand why he has to wait, which will make it an unpleasant experience for him, us and other guests. Very sad not to be able to return and it’s even sadder for him who loves legoland and the rides. It’s awful that in 2026 a big company like this can exclude a group from attending all because they clearly want to try make money by trying to make people buy the fast track pass instead. They have said they will make reasonable adjustments but I can’t see how a sensory room, ride evacuation video and a sensory bag (we have to purchase) will help him in a queue.

Shocking how a company of this size can get away with disability discrimination, I’ve just canceled platinum passes after having the over 10 years

Shame it is only one star I could give once a very great company and to visit their parks but that is now gone Food Quality has dipped since Aramark has come in, Rides Keep Breaking Down (Maintenance cuts obvious), Removed Entertainments and kept prebooking even many years after Covid Pandemic and the tip of the iceberg they have now changed their Ride Access Pass which don't include people with Autism/ADHD I luckily still get mine but won't be visiting them anymore.

I have been a loyal Merlin customer for almost 10 years now. I genuinely went to Alton Towers about once a month and raved night and day about this place and the other Merlin theme parks. However, despite having a great 2024 season with actors, Bianca at the helm and great new attractions, things really went downhill in 2025. We lost yearly events, staff redundancies for SO MANY creative roles happened while AI has been implemented in advertisements and the food prices continued to soar despite the park serving literal prison food. The latest nail in the coffin is now the removal of most Merlin ride access pass users, specifically those with neurodiversity (autism, ADHD, etc). We are now very suddenly no longer eligible for the ride access past service, which is genuinely the only reason I've been able to go to Alton Towers at all for the past few years, because their ride capacity, crowds and queus are handled so incredibly poorly. I canceled my Merlin annual pass at the end of last year after a lot of the initially mentioned disappointments, and I'm now completely confident that I will never be returning to a Merlin attraction. Not only myself, but also lots of young guests with neurodiversity and other disabilities are now being shown exactly what Merlin thinks of us. They will never get another penny out of me.

Terrible company. Extortionate pricing in parks and discriminate against neurodivergent disabilities and trying to rinse people with with money for sensory packs.

Terrible company and looks to be going out of business. It’s selling off most of its attractions and trying to sell more but no one wants them. Prices for their AP have still increased in price though. Moreover, my mental health issues seem to not exist according to Merlin. I only have them due to consistent abuse and the one thing I enjoy in life (rollercoasters) is non accessible to me due to them changing RAP. Who can afford £175 for a fast pass??

You actually deserve 0 stars, but this is not an option. After having our custom for 12 years we are now cancelling our passes after you have decided that neurodivergent people are no longer eligible for the ride access pass. These people deserve better.

Removel of non physical disabilities RAP now makes all merlin attractions inaccessible

This company don’t deserve to be in the uk
They are discriminatory and terrible at communicating with paying guests and pass holders
Never known a company so against loyalty and customers

Will never visit any park again…
We have been visiting for years and had numerous passes over the years, due to my sons surgery we haven’t renewed the passes last year and will just do the odd days but planned to rebuy in time for warmer weather…. After the new rules regarding ride access passes we will not be returning to any parks!

How can a company suddenly stop the only thing in place to help ND visitors? It’s against the law what they are doing despite the fact it’s morally wrong!

We visited Disney in October and their disability access is flawless, Merlin should really take note!

I hope they review their decision or I really see legal action being taken.

Disgusting to say they advocate for ND guests.

Merlin have been appalling when it comes to customer service for as long as I've used them.

But they've gotten gradually worse and topped it off now by allowing accessibility for my disabled daughter, effectively deciding that she in longer able to visit the park.

I hope and expect they are forced to reverse this for legal reasons but even then, the damage to their reputation will be huge.

I can only that they sell on their attractions or a group that actually understands.

If I could give zero stars I would. Merlin your exclusion of neurodivergent adults/children is deplorable.

Awful exclusion of neuro divergent guests. Having spent £1000s we will be cancelling our passes.

Company are discrimating against people with additional needs.
People dont choose to have these needs and are now unable to attend the parks due to you taking away a basic right. Roll on universal studios. Should be ashamed of themselves. Even if i could queue which i cant, i will not be spending my money in any merlin venue now.

Today’s changes to the ride access pass system now excluding neurodiversity.

I invite the CEO to come and stand in a queue with my children and see how he gets on.

Discrimination toward young carers. And refuse entrance. How narrow their mindset are. To talk down to my child and I of our child needs. I have doctors letter of evidence of needed support.
Sarah the sealife manager Discrimination is revolting towards my daughter !

Sarah made my daughter cry by refusing entry. She has no idea what challenges we have.

No heart at all Sarah!

I accidentally bought too many tickets for the London Dungeon and also on the wrong date ! Even though their policy states that tickets are non refundable, the customer service operator was so helpful I received a refund immediately and was able to re book with them fir the correct date and time. Thank you so so Merlin Entertainment. She was so efficient and a first class service was delivered