Merlin plans major Ride Access Pass overhaul for UK theme parks

A new virtual queue will change how RAP users wait for rides, with Alton Towers testing the system before pre-booking could eventually be removed.

2 min read

Merlin Entertainments has announced major changes to its Ride Access Pass, with a new virtual queuing approach set to begin testing at Alton Towers this Christmas before a wider UK rollout during 2027.

Under the new system, eligible guests who need RAP will select an attraction through the existing app and virtually wait for the current standard queue time before being notified when it is time to head to the ride. Once they have ridden, they can select their next attraction and join another virtual queue. Merlin also plans to introduce dedicated RAP queue lines and hosts at participating attractions. Eligibility criteria will remain unchanged, while RAP users will still be able to ride with up to three companions.

It marks a significant change from the current process, where RAP users pre-book access for their visit and operate on a form of “reverse queue”: riding first before waiting the equivalent queue time before accessing another attraction.

Perhaps the most significant change could come later. Merlin says it intends to phase out the requirement to pre-book RAP before a visit once the new system has proven effective. That could remove one of the biggest restrictions for guests who rely on RAP and offer considerably more flexibility when planning a day at the parks.

It also creates an interesting capacity challenge. Merlin’s current guidance says RAP pre-booking was introduced following increased usage and is used to manage attraction capacity and keep waiting times down, with a limited daily allocation linked to resort capacity.

The Alton Towers trial will therefore need to demonstrate not only that the new virtual queue works for guests who need RAP, but that potentially removing the daily pre-booking control can be managed effectively during busy periods.

The TT Take:

There is plenty here that could make Ride Access Pass considerably more flexible for the guests who need it, particularly the eventual removal of visit pre-booking. But Merlin would effectively be replacing one form of capacity control with another, and the new system needs to cope when demand is at its highest — without simply shifting longer waits elsewhere for RAP users or the wider park. Alton Towers’ Christmas trial suddenly has rather a lot riding on it.

Source: Merlin Entertainments