Merlin Entertainments is set to make major changes to its Ride Access Pass (RAP) system, with a new virtual queuing system being introduced at its UK theme parks.
The changes will begin at Alton Towers towards the end of 2026, before the new system is rolled out more widely across Merlin’s UK resorts during 2027.
Merlin says the changes are designed to give guests who are unable to use standard queues greater flexibility, while reducing the need to spend time waiting in physical queue lines. Importantly, the eligibility criteria for the Ride Access Pass will not change.
What is changing with the Merlin Ride Access Pass?
The current Ride Access Pass system already uses virtual queuing, meaning eligible guests do not normally have to stand in the main standby queue.
However, Merlin’s new system is designed to change how guests manage their waiting time and access rides.
Under the new system, RAP users will be able to select a ride through the RAP app and effectively join a virtual queue.
Rather than remaining at the attraction, guests will be able to spend their waiting time elsewhere in the park, in a location that is more comfortable or accessible for them.
The waiting time will be based on the same queue time as guests using the standard queue.
How will the new virtual queue work?
Merlin has outlined a five-stage process for the new RAP system.
1. Select a ride through the app
After arriving at the theme park, RAP guests will use the Merlin Ride Access Pass app to select the attraction they want to visit.
The app will then allocate a return time based on the current waiting time for the attraction.
This means guests will not simply receive immediate access to a ride. Instead, they will join a virtual queue.
2. Wait somewhere away from the main queue
Once a ride has been selected, guests can wait somewhere else in the theme park rather than standing in the standard queue.
This could provide greater flexibility for visitors who find busy, crowded or lengthy physical queues difficult to manage.
Merlin says the virtual waiting time will be the same as the standard queue time at the attraction.
3. Receive a notification
The RAP app will notify guests when their return time is approaching.
This means guests won’t necessarily need to keep checking the time themselves.
The system is intended to allow visitors to spend their waiting time elsewhere before making their way towards the attraction.
4. Enter through the designated RAP entrance
Once the return time approaches, the guest will make their way to the attraction.
Merlin says merge hosts will help RAP guests through the designated entry point and into the ride’s queueing system.
The company also says it plans to invest in separate queue lines for RAP users at locations where appropriate, with the aim of making the process more streamlined and consistent.
5. Select your next ride
After completing the ride, the RAP guest can use the app to select another attraction.
The process then starts again, with the guest joining another virtual queue based on the relevant waiting time.
This replaces the current process where RAP users can effectively be required to wait before accessing another attraction.
Will RAP users get immediate access to rides?
No.
One important point about the changes is that the new system does not mean RAP users will automatically receive immediate access to attractions.
Merlin says the waiting time will be based on the same queue time as the standard queue. The difference is that the RAP guest can spend that time somewhere else rather than physically standing in the main queue.
This is therefore a change to where and how the waiting takes place, rather than the removal of waiting times altogether.
Will the Ride Access Pass eligibility criteria change?
No.
Merlin has confirmed that there will be no changes to the eligibility criteria as part of the new system.
Merlin currently works with Nimbus Disability to assess applicants and determine eligibility for a Ride Access Pass. The Merlin accessibility information confirms that the relevant Nimbus symbols are used to verify eligibility.
The September 2026 announcement specifically states that the eligibility criteria will remain unchanged.
Will RAP users still be able to bring companions?
Yes.
Merlin says RAP users will still be able to ride with up to three companions, meaning a group of up to four people can be accommodated through the RAP user’s booking.
The exact way bookings are managed will depend on the new system and app arrangements as the rollout progresses.
Will RAP users still need to pre-book?
This is one of the biggest changes Merlin has announced.
Initially, the new system will still involve the existing RAP arrangements while Merlin tests and develops the new system.
However, Merlin says that its intention over time is to remove the requirement to pre-book a RAP slot in advance, once the new system has been shown to work effectively.
That means the long-term aim is for the process to become more flexible for eligible guests.
Merlin has not yet provided a firm date for when pre-booking will completely disappear across all of its UK theme parks.
When will the new RAP system start?
The rollout will happen in stages.
Late 2026:
Alton Towers will be the first Merlin resort to begin introducing the new approach.
2027:
The new virtual queuing system will be rolled out more widely across Merlin’s UK theme parks, with full implementation planned ahead of the peak summer season.
This means visitors should expect a period where the current and new arrangements may differ as the system is introduced and refined.
Merlin says it will collect feedback from RAP users during the initial rollout, including through the RAP app and email surveys.
Which UK theme parks will be affected?
The Ride Access Pass is used across Merlin’s major UK theme parks, including:
- Alton Towers Resort
- Thorpe Park
- Chessington World of Adventures
- LEGOLAND Windsor Resort
The individual park accessibility pages have already been updated to warn guests about the changes coming from the end of 2026.
What happens to the current RAP system?
For the moment, guests should continue to follow the existing Ride Access Pass arrangements for their visit.
Merlin’s current system requires eligible guests to use the RAP app and, where applicable, pre-book their RAP reservations.
The existing app allows eligible guests to manage their RAP bookings and virtually queue rather than waiting in the main attraction queue.
Merlin’s new system will gradually replace this approach as the rollout takes place.
Why is Merlin changing the Ride Access Pass?
Merlin says the changes follow feedback from RAP users, disability charities and accessibility organisations.
The company says it has consulted organisations including Disability Rights UK, Scope, ADHD UK and the National Autistic Society while developing the new approach.
The stated aim is to provide a more practical system for guests who need adjustments to the standard queuing experience, while making the process more flexible.
The new system will also allow Merlin to gather feedback during the initial rollout and make adjustments before the system is introduced across its wider UK theme park portfolio.
Merlin Ride Access Pass changes at a glance
| Current system | New system |
|---|---|
| RAP reservations are currently pre-booked | Merlin intends to phase out pre-booking over time |
| Virtual queuing | Virtual queuing |
| Guests may have a return time | Guests select rides through the app |
| Waiting can involve the existing RAP process | Guests wait virtually away from the physical queue |
| Current RAP arrangements apply | New system begins at Alton Towers in late 2026 |
| Existing eligibility criteria | Eligibility criteria remain unchanged |
| RAP guest can have companions | Up to three companions continue to be permitted |
What should RAP users do now?
If you’re planning a visit to a Merlin theme park before the new system is introduced, you should continue to check the official accessibility information for the park you’re visiting and make any required RAP arrangements in advance.
The new system is being introduced gradually, so the process visitors experience during the transition may change as Merlin tests and refines the virtual queuing system.
For visitors planning trips during 2027, it will be particularly important to check the latest RAP information before travelling.
The big change for 2027
The biggest difference will be that RAP guests will increasingly be able to join a virtual queue through the app, wait somewhere away from the physical queue, receive a notification when their turn approaches, and then head to the attraction to ride.
Merlin says the aim is to maintain the same underlying waiting time as the standard queue while providing a more flexible environment for guests who need an alternative to physically waiting in line.
With Alton Towers set to begin the first stage towards the end of 2026, the new Ride Access Pass system is likely to become an important change for accessibility at Merlin’s UK theme parks going into the 2027 season.
UK Theme Park Spy will continue to follow the rollout and update this guide as Merlin confirms more details about how the new RAP system will operate at each resort.
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