Ride Access Pass

What is the Merlin Ride Access Pass? 

• The Ride Access Pass (“RAP”) is a system in place across Merlin Entertainments’ (“Merlin”) Alton Towers Resort, Chessington World of Adventures Resort, LEGOLAND Windsor Resort, and THORPE PARK (“UK Resorts”) to provide reasonable adjustments to RAP holders who are unable to queue for prolonged periods of time due to a long-term health condition or disability. This allows them access to rides and attractions via a digital virtual queuing system for themselves and up to three others (at least one of which must be aged 14 or over).
• The Equality Act 2010 (“The Act”) defines that a person shall be regarded as being disabled if they have a physical or mental impairment which has substantial long-term adverse effects on their ability to carry out normal day-to-day activities. ‘Substantial’ being more than minor or trivial; ‘long-term’ being that the impairment must have been there for more than 12 months or likely to last for at least 12 months.
• A RAP removes the need for RAP holders to wait within the main standby attraction queue and places the RAP holder in a ‘virtual queue’. They do not allow immediate and unrestricted access to rides. The mechanic is such that upon validation of a RAP reservation at the chosen ride, the RAP holder will be timed out of the system for the same length of time as the main queue line at the time of making a reservation. It will not be possible to reserve or enter any ride or attraction until the designated time has elapsed.
• The RAP digital virtual queuing system is only valid at the UK Resorts and is not operated by any other Merlin attractions in using the Merlin RAP App.
• The Merlin RAP is valid for three years and can be used at the UK Resorts.

Red & Yellow RAP

• Upon registration in the Merlin RAP App, the RAP holder will be asked two questions to assess the requirements and level of support that the RAP holder requires in the event of an emergency or evacuation. The two questions are as follows.
  • If you stopped at height over 100ft in the air for an extended length of time, or if you were evacuated from a roller coaster (which may include using harnesses, steps or ladders), would you require physical or emotional support from a companion? Yes/No
  • If there was a complex situation, or; if you were evacuated from a roller coaster in an unusual stopping point at extreme height that required you to understand health & safety instructions and verbally communicate your requirements; would you require support from a companion? Yes/No
• Based on the answers submitted to these questions, the RAP holder will either be issued with a red or yellow RAP identification tag within the Merlin RAP App.
• If a RAP holder is issued with a Red RAP, this means that they are required to ride with at least one companion (but may ride with a maximum of three companions if so desired). At least one essential companion aged at least 14 years old must accompany the RAP holder onto the chosen ride; the essential companion must take full care and responsibility for the RAP holder in the event of an emergency. Merlin staff are unable to assist RAP holders or their companions through lifting or carrying.
• Companions are not, under any circumstances, permitted to use the RAP without accompanying the named RAP holder.
• If a guest is issued with a Yellow RAP, they are able to ride alone but may choose to ride with up to three companions.

Using a Nimbus Access Card to obtain a Merlin RAP 

• Merlin partners with Nimbus Disability (“Nimbus”), one of the UK’s leading providers of disability-related advice and support to professional organisations, to assess applicants’ needs and determine eligibility for a RAP. Nimbus will provide a focused assessment of an individual person and the barriers they may face which affect their ability to queue. Applicants will be asked to provide any documentation and details to support their application.
• Once this process has been completed, applicants will then be issued with a level access, toilet, or difficulty with standing symbol on their Nimbus Access Card which will verify eligibility for a Merlin RAP.  
• Guests must submit their Nimbus Access Card application to Nimbus to be eligible for a RAP at least three months in advance of their intended visit to the UK Resorts. This will allow the necessary time for the application to be assessed. The receipt of a RAP does not guarantee a RAP reservation. Once RAP holders have received their Nimbus Access Card and are set up within the Merlin RAP App, they must pre-book (at zero cost) their RAP for every visit to the UK Resorts. RAP holders should check before they visit that there is RAP availability. Failure to pre-book a RAP may result in you not being able to use this service on the day of your visit.
• Guests already in possession of a valid Nimbus Access Card at the time of registering in the Merlin RAP App with the Standing, Level Access or Toilet symbol will only be required to register their Nimbus Access Card details with the Merlin Ride Access Pass App to create their RAP ID.
• RAP holders will be required to use a smartphone to download the Merlin RAP App from the Apple or Android App Store.  
• The RAP holder must register and create an account using their Nimbus Access Card ID and name within the RAP App to verify their identity.  Once verified, a RAP is valid for 3 years from the date of issue. The account created will display the RAP holder’s full name, photo, Nimbus Access Card ID number, RAP expiry date and also a ‘Red’ or ‘Yellow’ category box.  
• Nimbus will handle all RAP holder details for RAP applications and Merlin will not have any access to the reason(s) the RAP was issued or rejected.

Pre- booking a RAP reservation via the App

• The Merlin RAP App can be used to make. RAP reservations for the RAP holder. RAP reservations to the UK Resorts can only be pre-booked via the Merlin Ride Access Pass App before their visit. By requiring RAP holders to pre-book RAP reservations, we can continue to manage our attraction capacities in order to keep queuing time to a minimum. Pre-booking a RAP does not on its own permit admission into the relevant UK Resort – RAP holders must still book day tickets or a Merlin Annual Pass pre-book slot for entry into the UK Resort. RAP holders should check before they visit that there is RAP availability. Failure to pre-book a RAP may result in the RAP holder not being admitted onto rides on the day of their visit.
• RAP holders can book up to three pre-booked RAP reservations at any time, per attraction, on a rolling basis. For instance, RAP holders can have three pre-booked RAP reservations for each of THORPE PARK, Chessington World of Adventures, Alton Towers Resort and LEGOLAND Windsor Resort at one time. Once one reservation has been used, RAP holders can pre-book another.
• RAP is a digital virtual queueing system. The RAP removes the need for RAP holders to wait within the main standby attraction queue and places the RAP holder in a ‘virtual queue’. They do not allow immediate and unrestricted access to rides. The mechanic is such that upon validation of a RAP reservation at the chosen ride, the RAP holder will be timed out of the system for the same length of time as the main queue line at the time of making a reservation. It will not be possible to reserve or enter any ride or attraction until the designated time has elapsed.

Using the Merlin RAP during your visit

• RAP holders will be required to show their digital Nimbus ID within the RAP App when entering any ride through the RAP entrance. The named and photographed RAP holder within the App must board the ride with their companions.
• Failure to present a valid Nimbus ID within the RAP App when attempting to enter a ride with a RAP will result in entry being refused.
• When using the RAP App, ride restriction information will be available both in the APP and at the ride entrances. This information highlights specific ride restrictions applicable to all riders. Other restrictions and rules may apply at any time and use of a RAP does not supersede these.
• Use of a RAP does not guarantee instant access to any ride and RAP holders may be required to wait in physical queue lines, particularly during peak times.
• One RAP will be issued per eligible RAP holder per day, per attraction.
• RAP holders found to be misusing the RAP in any way or attempting to breach or circumvent any of these Terms and Conditions will have their RAP revoked and may be denied future RAPs.
• At the UK Resorts, misuse of the RAP includes, but is not limited to;
  • Making a reservation, screenshotting QR codes, cancelling the reservation and then attempting to use the screenshot at another point during the day.
  • Attempting to buy or sell, or otherwise obtain, a pre book reservation other than by the standard approved Merlin process outlined in these Terms and Conditions.
  • Attempting to claim another person’s ID and/or use another person’s RAP App to use the system
  • Amending the group size on the timecard where a manual timecard system is in use.
  • Attempting to enter the RAP queue line with more companions than is stated on your timecard.
  • Attempting to use multiple timecards at once where a timecard system is in use.
  • Attempting to buy or sell a timecard or pre book reservation or otherwise obtain a timecard or pre book reservation other than by the standard approved Merlin process outlined in these Terms and Conditions.
• Merlin will not tolerate any behaviour of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting. Merlin reserves the right, in its absolute discretion, to revoke RAPs, or remove RAP holders and their companions from the attraction if any behaviour occurs that may affect the enjoyment and/or safety of the Merlin team and any other guests. All RAP holders agree that Merlin will keep a record of their details for verification and registration purposes in line with the Data Protection Act (2018) and consent to having their photo taken for verification purposes.

School Bookings

• School and groups that are booked and managed directly by Merlin’s bookings team may be exempt from using the Ride Access Pass App and virtual queue system subject to the group’s size and requirements.

Manual timecard system

• In the event of a significant network error or unplanned event that affects the functionality and/or performance of the Merlin RAP App for multiple RAP holders, an alternative manual timecard system may be offered to RAP holders.
• In these circumstances, the RAP holder will be issued a wristband upon arrival to the guest services/accessibility information point at the start of their visit with a red or yellow RAP identification tag. They will also be issued a timecard for use throughout their visit. The manual timecard system works in the same way as the digital system and places RAP holders in a ‘virtual queue’ – they do not allow immediate and unrestricted access to rides. The mechanic is such that, once a RAP holder has completed their first ride, their timecard will be marked with the time that they will be admitted onto a second ride.
• This time will account for the current queue time from the RAP holder’s first ride. The process is then repeated at each ride the RAP holder visits, with return times manually written on the card by the rides teams. Once the timecard is full, the RAP holder can return to Guest Services to collect another timecard.
• If a manual timecard system is used at any of the UK Resorts, misuse of the RAP includes, but is not limited to;
  • Amending the group size on the timecard.
  • Attempting to enter the RAP queue line with more companions than is stated on your timecard.
  • Attempting to use multiple timecards at once.
  • Attempting to buy or sell a timecard or pre book reservation, or otherwise obtain a timecard or pre book reservation other than by the standard approved Merlin process outlined in these Terms and Conditions.
• Any misuse of the app including attempting to buy or sell RAP reservations will result in this being revoked and may result in refusal of any future RAP.