"Alton Towers Sparks Outrage by Banning Guests with ADHD and Anxiety from Using Disability Access Pass—‘We’re Being Treated Like Liars,’ Say Families"
In a decision that has ignited fierce backlash from disability advocates, mental health organizations, and families across the UK, Alton Towers Resort has quietly updated its accessibility policy to exclude guests with non-visible conditions like ADHD, anxiety, and other neurodevelopmental or psychological disorders from using its Disability Access Pass (DAP)—a service designed to help those who cannot tolerate long queues due to medical needs.
The move, confirmed in revised guidelines published this month, means that only guests with physical disabilities or conditions deemed to “visibly impact mobility or stamina” will qualify for the pass, which allows pre-booked ride times and avoids standing in standard lines. Those with autism, ADHD, PTSD, severe anxiety, and similar diagnoses are now being turned away—even when armed with doctor’s letters or official diagnosis documentation.
“We’re Being Treated Like Liars”
For parents like Sarah Mitchell from Derbyshire, whose 10-year-old son has ADHD and sensory processing disorder, the change is devastating—and discriminatory.
“My son can’t stand in a queue for 45 minutes. The noise, the crowds, the waiting—it triggers meltdowns that leave him sobbing and exhausted,” she told The Daily Chronicle. “Last year, the DAP let us have one normal day as a family. Now? They looked at his diagnosis letter and said, ‘Sorry, it doesn’t count.’ It felt like they were calling us frauds.”
Similar stories have flooded social media under hashtags like #AltonTowersDiscrimination and #InvisibleDisabilitiesMatter, with hundreds sharing experiences of being denied access despite providing medical proof.
One mother posted:
“My daughter has severe anxiety. She hasn’t been on a rollercoaster in three years because of this. Alton Towers just told her her pain isn’t real.”
The Policy Shift
According to Alton Towers’ updated accessibility page, the DAP is now restricted to guests whose conditions “directly and significantly affect their ability to walk, stand, or physically queue.” Mental health conditions—even when clinically diagnosed and severely disabling—are no longer listed as qualifying criteria.
A spokesperson for Merlin Entertainments, which owns Alton Towers, defended the change, stating:
“We’ve refined our process to ensure fairness and consistency across all our attractions. The DAP is intended for guests with physical access requirements. Those with non-visible conditions may still request support via our Guest Services team on the day.”
But critics say this “on-the-day” approach is impractical, humiliating, and inconsistent. Without guaranteed access, families report being forced to endure chaotic, unpredictable negotiations at guest services—often in front of their distressed children.
Experts Condemn the Decision
The move has been condemned by leading organizations, including Autism England, ADHD Foundation, and Mind.
“This isn’t about ‘cutting corners’—it’s about basic human dignity,” said Dr. Elena Ruiz, a clinical psychologist specializing in neurodiversity. “For someone with ADHD, prolonged queuing isn’t just uncomfortable—it can be psychologically torturous. Denying them accommodations isn’t policy—it’s ableism.”
Even MPs have weighed in. Labour’s Rosie Duffield, who has spoken openly about her own ADHD, called the ban “shameful” and demanded an urgent review.
A Broader Pattern?
Alton Towers isn’t alone. Similar restrictions have appeared at other UK theme parks in recent years, often citing “rising abuse of the system.” But disability advocates argue that punishing vulnerable guests for the actions of a few bad actors is unjust—and illegal under the Equality Act 2010, which requires “reasonable adjustments” for all disabilities, visible or not.
“Just because you can’t see it doesn’t mean it’s not real,” said James Taylor, Executive Director of Strategy at Scope. “This policy sends a dangerous message: if your disability isn’t obvious, you don’t deserve support.”
What Families Are Asking For
Campaigners aren’t demanding special treatment—just equity. They’re urging Alton Towers to:
Reinstate eligibility for neurodivergent and mentally ill guests
Train staff in invisible disabilities
Offer a transparent, dignified verification process (like the Sunflower Lanyard scheme used elsewhere)
As one father poignantly put it:
“We don’t want to skip the line. We just want our kids to experience joy—without being punished for how their brains work.”
The Bottom Line
Alton Towers markets itself as a place of magic, thrills, and family memories. But for thousands of neurodivergent children and adults, that magic just got locked behind a gate they’re no longer allowed to enter.
And in excluding them, the park hasn’t just broken hearts—it may have broken the law.
Until then, many families say they’ll take their hard-earned money elsewhere—
to places that see their children not as inconveniences,
but as guests who deserve to belong.
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