Alton Towers and Thorpe Park to Introduce New Virtual Queue System for Ride Access Pass Guests

Merlin Entertainments is set to make major changes to its Ride Access Pass system, with a new virtual queuing system being introduced at Alton Towers before being rolled out across other UK theme parks including Thorpe Park.

The changes are designed to give guests who are unable to use standard ride queues a different way of accessing attractions, while reducing the amount of time they need to spend waiting in physical queues.

Merlin has confirmed that the first stage of the new system will be introduced at Alton Towers later this year, before a wider rollout across its UK theme parks during 2027.

How will the new Ride Access Pass system work?

Under the new system, eligible Ride Access Pass (RAP) users will be able to join a virtual queue through the RAP app rather than having to physically wait in a ride queue.

The virtual waiting time will be based on the same expected wait as guests using the standard queue.

When the guest is approaching the front of the virtual queue, they will receive a notification through the app telling them it is time to make their way towards the attraction.

Guests will then be able to enter through a dedicated RAP entrance, where a member of the ride team will help them merge into the attraction’s queue.

Merlin also says it will invest in new separate queueing facilities for RAP users as part of the changes.

No change to who can use the Ride Access Pass

One important point for guests is that the eligibility criteria for the Ride Access Pass are not changing.

The pass remains available to people who have additional needs that mean they are unable to queue in the standard way, including people who may find it difficult to stand for extended periods because of a physical, learning or emotional impairment.

The new system is therefore a change to how the pass operates, rather than a change to who qualifies for it.

Alton Towers will be the first Merlin park to test the new system

Alton Towers Resort in Staffordshire will be the first Merlin theme park to introduce the new virtual queuing approach.

The initial rollout is expected to begin towards the end of 2026, with Merlin using feedback from RAP users to help refine the system before it is introduced more widely.

For Alton Towers visitors, this means the current Ride Access Pass process will eventually be replaced by a system that allows guests to wait away from the physical ride queue.

The full implementation at Alton Towers is planned ahead of the 2027 summer season.

Thorpe Park among the parks to follow

Thorpe Park is also set to receive the new system during 2027.

The changes will eventually be introduced across Merlin’s UK theme park portfolio, meaning visitors using the Ride Access Pass at attractions including Alton Towers, Thorpe Park, LEGOLAND Windsor and Chessington World of Adventures will move towards the same virtual queuing approach.

The rollout is expected to provide greater consistency for guests who visit more than one Merlin attraction.

Up to three companions can still join

Merlin has also confirmed that RAP users will continue to be able to ride with up to three companions.

This means a maximum of four people can be allocated the same virtual queue time through the RAP user’s app.

That will allow families and groups visiting together to continue experiencing attractions as a group.

Why is Merlin changing the system?

Merlin says the new system follows feedback from Ride Access Pass users, disability charities and accessibility experts.

Organisations including Scope, Disability Rights UK, ADHD UK and the National Autistic Society have been involved in discussions around the changes.

Merlin’s Chief Operating Officer Rob Smith said the company had listened to feedback that the existing system did not always provide the flexibility and comfort some guests needed.

The new approach is intended to provide an alternative that allows guests to wait virtually rather than spending their allocated waiting time in a physical queue.

What happens to the current system?

Merlin’s current system uses a form of reverse queuing.

RAP guests currently pre-book ride times and, after using a ride, may have to wait before they can access another attraction.

The new system changes that approach.

Instead, guests will effectively wait virtually for the normal queue time, receive a notification when their turn approaches and then make their way to the attraction.

Merlin says the intention is to make the process more flexible while maintaining the same overall waiting time as guests using the standard queue.

A significant change for accessibility at UK theme parks

The introduction of virtual queuing represents a significant change to how accessibility arrangements operate at Merlin’s UK theme parks.

With Alton Towers being used for the first stage of the rollout, guests will have the opportunity to experience the new system before it is expanded to other Merlin attractions.

Merlin says it will continue gathering feedback from RAP users during the initial rollout, including through the RAP app and email surveys, allowing changes to be made before the system is fully implemented.

For regular theme park visitors, the biggest difference will be that eligible guests will no longer need to spend their allocated waiting time standing in a traditional queue.

Instead, the waiting period will take place virtually, with the app providing an indication of when the guest needs to head towards the ride.

When is it happening?

Alton Towers: Initial rollout from the end of 2026, with full implementation planned ahead of summer 2027.

Thorpe Park: Planned rollout during 2027.

Other Merlin UK attractions: The new approach will be introduced as part of the wider 2027 rollout.

Merlin has described the changes as part of its ongoing work to make its attractions more accessible and inclusive.

UK Theme Park Spy will bring you further updates as the new Ride Access Pass system is introduced and more details are confirmed.