Hi
As a person with Autism and ADHD I have some issues with anxiety and using mobile phones; where possible I try to not use them when I do not have to.
I visited Thorpe Park on 6th August 2026 with my 17year old son who also has a diagnosis of Autism.
We applied in advance for a Merlin Digital Access Pass, uploading our diagnosis and PIP eligibility statements and they promptly issued us with our passes, stating in their email:
"We have identified that you need support under the following categories:
Difficulty Standing
Difficulty with Crowds"
I bought tickets in advance for myself and my son and on the day we went to the guest services centre and politely asked if we could have a paper based Ride Access Pass, showing them our emails from Merson with a our allocated Digital Access Passes.
They not only refused to give us one, stating that all guests must now use the new phone app digital Ride Access Pass, but also pointed to a list of disabilities on the wall, in front of everyone, as asked us which of those we had! We explained we found this difficult and even asked to speak to the manager, but they flatly refused.
We then wasted half a day trying to get access to the RAP app and our phone battery then ran out at 4.30 and we had to leave.
I wrote a letter of complaint to them, but after several replies, they still maintain that everyone must use the new digital RAP unless they receive a prior application and also offered no compensation for the half day wasted.
Has anyone else had any issues/problems with these new digital RAP, or managed to get an alternative paper based pass on their visits to Merlin Theme Parks?
I seems to me that they should offer a paper based pass as a reasonable alternate adjustment under the 2010 Equality Act, as not everyone likes to use a mobile phone, or has one, or what happens if the internet is down and batteries fail?
Thank you...
