Guide for guests with a disability

 We want all our guests to have a really wild adventure every time they visit Chessington World of Adventures Resort.

The information on this page will help you to plan and get the most out of your day. If you’re looking to register for a Ride Access Pass, scroll down to our online registration form. Filling this in will save you time on the day of your visit.

We aim to make our attractions as accessible as possible and our 2020 accessibility guide will be available soon.

Planning

Buying Tickets & Entering the Park

A ticket-holding guest who presents one of the following documents to any Admissions kiosk, can be issued one free carer ticket, and a second carer at a reduced rate:

  • DLA, PIP or Attendance Allowance award letter (dated within the last 24 months)
  • A valid Blue Badge
  • Letter from a GP or consultant confirming the need for a full time carer. This does not need to be a letter of diagnosis. (dated within the last 24 months)

Please note that the above documents will not necessarily allow a guest to redeem a Ride Access Pass. See the top of this page for the required documents.

Parking

  • If you’re arriving by car or minibus, Disabled Parking is available in both our Lodge Car Park. Please follow the attendants’ instructions.
  • To use these parking spaces, you must display a valid blue badge in your vehicle. Car parking costs £4 per car per day.

Annual Pass

Adventurers with a disability can obtain a transferable carer’s Annual Pass. To find out more, please visit the Merlin Annual Pass Hub in Mexicana.

Ride Access Pass

What is Ride Access Pass?

Ride Access Passes are reserved for adventurers who do not understand the concept of queuing; have difficulties with everyday social interaction; have a limited capacity to follow instruction or to understand others’ emotional feelings or expressions, and may become agitated or distressed having to wait for extended periods of time; and permanently non-ambulant guests.

Having a registered disability does not mean you automatically receive a Ride Access Pass.

You can register for a Ride Access Pass using the form on this page, or by bringing one of the following documents to our Guest Help & Information team:

  • A certified NHS letter from your doctor or consultant clearly stating why you are eligible for the Pass (dated within last 2 years)
  • A letter or statement from a professional body (e.g. a Nurse or a BUPA Healthcare Advisor) clearly stating why you are eligible for the Pass (dated within last 2 years)
  • A DLA, DWP or PIP letter stating you are entitled to higher rate mobility allowance - please note, we will only accept higher rate mobility allowance for a Ride Access Pass, no other letters will be accepted (dated within last 2 years)
  • A blue badge along with an additional form of photographic identification

Pass users may be accompanied by a maximum of 3 companions on any one ride.

RIDE ACCESS PASS CATEGORIES

Following guest feedback, we are now proud to offer four categories of Ride Access Pass at Chessington World of Adventures Resort, which we have implemented on a trial basis. Categories are as follows:

ORANGE: Pass user may ride all rides and attractions unaccompanied.*

PURPLE: Pass user must be accompanied by a companion aged 14+ when riding attractions with complex evacuation procedures, and can ride all other attractions unaccompanied.*

BLUE: Pass user must be accompanied by a companion aged 14+, and can ride all attractions.*

YELLOW: Pass user must be accompanied by a companion aged 14+, and can only ride attractions suitable for non-ambulant riders*

*All ride restrictions still apply.

RIDE ACCESS PASS PROCESS

  • Pass users must visit Guest Help & Information every day, where they’ll pick up a green Ride Access Pass card. Adventurers also have the option to collect a wristband, if they do not wish to show their gold Registration Card at each ride.
  • Most rides have a designated entrance for Ride Access Pass users. The entrance for each individual attraction is highlighted in the Accessibility Guide.
  • On arrival, the Ride Attendant will ask to see today’s Ride Access Pass, alongside either a valid gold ID card or a wristband.
  • Before allowing access to the ride, the Ride Attendant will mark the card with the time at which the Pass User can enjoy their next attraction – placing them in a ‘virtual queue’. (This time is calculated by adding the queue time of your current attraction, to the time now.)

Once your pass is full, you can return to Guest Help & Information, where we’ll replace it with a new one (you must bring your completed card).

A maximum of three companions may accompany the pass user on any one attraction, and can be interchanged throughout the day. For some pass users, a companion will be compulsory – further details can be found in the Accessibility Guide.

Height, size and other safety restrictions also apply, and are detailed in the Accessibility Guide as well as on signage throughout the park.

On the day

On the day

Ride access with casts, air boot or splint

Unfortunately as a health & safety requirement adventurers with a cast, air boot or splint will be unable to experience some of our attractions. For full details please click here.

First Aid Centre

This is located in forbidden kingdom, next to the entrance to ZUFARI: Ride into Africa. The First Aid team caters for a number of special needs, including the cold storage of medicines.

Wheelchair Hire

Wheelchair hire is available from Adventure Point Gift Shop and is charged at £10 per day, plus a £50 fully refundable pre-authorisation on a credit or debit card. Registered disabled guests with documented proof may hire a wheelchair free of charge, but a £50 pre-authorisation will still apply - please speak to a member of staff on your visit for more information.

The number of wheelchairs we hold is limited, and we cannot guarantee their availability. Please note wheelchair loss or damage may result in a charge. Failure to return the wheelchair will result in a charge of £185.

Toilets

Toilets with disabled access are available throughout the Park and you’ll find their locations marked on the Park Map.

Disabled Changing Places Toilet

Our Changing Places Toilet is located in Wild Woods with a height adjustable changing bench, shower, toilet and a hoist.  To access please use a RADAR key, or speak to a member of staff.

Guest Help and Information

Located in Adventure Point, this should be your first port of call. The Guest Help and Information team can offer advice on ride access and restrictions, issue ride access wristbands and passes (conditions apply) and provide further information on facilities for adventurers with a disability. Guest Help and Information can also check Adventurers’ heights to confirm which rides you can go on.

Restaurants & Shops

If you need assistance when visiting any of our shops or restaurants, you’ll find hosts on hand who will be happy to help.

Helpers & Safety

Helpers / Companions

  • For safety reasons, the number of Ride Access Pass users allowed on certain rides at any one time may be limited. Parties may be divided into smaller groups and there could be a wait before boarding.
  • In certain situations (such as extreme weather conditions, mechanical problems or power interruptions) it may be necessary for adventurers to be evacuated from a ride, possibly from the highest point.
  • For safety reasons, users of some Ride Access Passes must be accompanied by at least one companion aged 14 or over, unless otherwise stated. If required, at least one companion must be present at Guest Help & Information when collecting the Ride Access Pass.
  • Companions accompanying a disabled companion on to rides must sit in the same carriage, boat, seat or row, and they must be able to assist with loading and off-loading (including transfer to and from wheelchairs). Our ride hosts will provide instruction but, for everyone’s safety, they cannot help with lifting.
  • Helpers must be able to communicate safety restrictions and messages, and assist with any emergency or evacuation procedure, which may involve lifting and transferring their disabled companion from a ride into an evacuation chair or harness at high level.
  • Disabled Adventurers may be accompanied by a maximum of three companions at any one time.

Ride Safety

  • For your comfort and safety, please note that the information shown here is in addition to the general ride restrictions that apply to all adventurers. These are shown at the entrance to each ride and it is the responsibility of all adventurers to check these before deciding to ride.
  • Several rides are unsuitable for adventurers with heart, neck or back conditions, or anyone that had undergone recent surgery.
  • On many of our rides, adventurers must be capable of bracing themselves in an upright position. These rides are indicated in our Accessibility Guide.
  • As well as complying with all ride restrictions, it’s a good idea to watch our rides in motion before deciding whether you’d like to ride.

FAQ

New FAQs

What changes have Chessington made for Ride Access Pass in 2019?

This year, following guest feedback, we have made three key changes to Ride Access Pass at Chessington, on a trial basis. Please note that these changes are exclusive to Chessington and are not currently in place at THORPE PARK Resort, Alton Towers Resort or LEGOLAND Windsor Resort:

  • All new Ride Access Pass registrations last 24 months from the date of registration.
  • Ride Access Pass users do not need to wear a wristband if they have a valid gold Registration Card.
  • We now offer four colour categories of wristband.

The categories of pass we offer are as follows:

ORANGE: Pass user may ride all rides and attractions unaccompanied.*

PURPLE: Pass user must be accompanied by a companion aged 14+ when riding attractions with complex evacuation procedures (detailed in this guide), and can ride all other attractions unaccompanied.*

BLUE: Pass user must be accompanied by a companion aged 14+, and can ride all attractions.*

YELLOW: Pass user must be accompanied by a companion aged 14+, and can only ride attractions suitable for non-ambulant riders (detailed in this guide)*

*All ride restrictions still apply.

What is a Ride Access Pass?

Ride Access Passes may be used by eligible adventurers to access rides via the ride exit or dedicated entrance during their day. The special access is intended to provide a reduced wait time compared to the standard queue line although this cannot always be guaranteed. Each pass allows up to three people to benefit from this special access and use of a ‘virtual queue’ if they are visiting the Resort with the disabled Adventurer.

This of course does not limit the guests from enjoying any of the other shows and other activities on the Resort as many times as they choose, including any of the rides by joining the standard queue lines which on a quiet day in any case will offer speedy trouble free access.

Please note that having a registered disability does not automatically guarantee receiving a Ride Access Pass. We reserve the right to make changes to, or withdraw, the Ride Access Pass without prior notice.

Who is eligible?

Ride Access Passes are reserved for Adventurers who do not understand the concept of queueing; have difficulties with everyday social interaction; have a limited capacity to follow instruction or to understand others’ emotional feelings or expressions, and may become agitated or distressed having to wait for extended periods of time; have a physical disability that prevents them standing for extended periods of time and permanently non-ambulant guests.

Please note that having a registered disability does not mean you automatically receive a Ride Access Pass.

An application for a Ride Access Pass is made at Guest Help & Information. Documentation is required to support all applications and staff reserves the right to refuse a Pass to anyone who does not show appropriate documentation.

What are the accepted forms of documentation?

If you require a Ride Access Pass you will need to provide one of the following forms of documentation:

    • A certified NHS Letter from your doctor or consultant clearly stating why you are eligible for the policy (dated within last 2 years)
    • A letter from a professional body (e.g Nurse, Bupa Healthcare Advisor) clearly stating why you are eligible for the policy (dated within last 2 years)
    • A DLA, DWP or PIP letter stating you are entitled to higher rate mobility allowance – please note we will only accept higher rate mobility allowance for a Ride Access Pass, no other letters will be accepted (dated within last 2 years).
    • A blue badge along with an additional form of photographic identification

The decision as to what evidence is suitable rests with the Resort staff. If in doubt please contact the Guest Experience Team in advance.

Do I need to bring my documents to each Merlin Entertainments attraction?

No. If you take your documents to one of the following sites:

    • THORPE PARK Resort
    • Chessington World of Adventures Resort
    • Alton Towers Resort

Then you will be registered at each of the above sites. They will issue you a reference number to keep somewhere safe, please bring this with you on each visit to enable us to find your record quickly. When you attend each site for the first time, you will be required to accept the terms and conditions of each site, as they are unique to each attraction. This will be your chance to discuss with the Guest Services team what rides are suitable for your circumstances, and how their Ride Access Pass (RAP) works at their attraction.

Why do I need to bring my documents every two years?

Many conditions change over time, and our staff are not medically trained to know each individual’s requirements, to enable them to get the best out of their visit to our attractions.

Following guest feedback, we have now increased the length of validity for our Registration Cards from 12 to 24 months, meaning registrations will now be less frequent.

How many passes am I entitled to?

Each eligible adventurer is entitled to receive one Ride Access Pass per day, for use on that day only.

Where do I collect my pass?

Adventurers who qualify for the Ride Access Pass should go to Guest Help and Information in Adventure Point.

How does the Ride Access Pass work?

  • Pass users must visit Guest Help & Information every day, where they’ll pick up a green Ride Access Pass card. Adventurers also have the option to collect a wristband, if they do not wish to show their gold Registration Card at each ride.
  • Most rides have a designated entrance for Ride Access Pass users. The entrance for each individual attraction is highlighted in the Accessibility Guide.
  • On arrival, the Ride Attendant will ask to see today’s Ride Access Pass, alongside either a valid gold ID card or a wristband.
  • Before allowing access to the ride, the Ride Attendant will mark the card with the time at which the Pass User can enjoy their next attraction – placing them in a ‘virtual queue’. (This time is calculated by adding the queue time of your current attraction, to the time now.)

Once your pass is full, you can return to Guest Help & Information, where we’ll replace it with a new one (you must bring your completed card).

A maximum of three companions may accompany the pass user on any one attraction, and can be interchanged throughout the day. For some pass users, a companion will be compulsory – further details can be found in the Accessibility Guide.

Height, size and other safety restrictions also apply, and are detailed in the Accessibility Guide as well as on signage throughout the park.

How many carers can I have?

Following a review of our procedures, we have decided that at THORPE PARK Resort, Chessington World of Adventures Resort and Alton Towers Resort, that each person will be able to have up to three carers with them when using the Ride Access Pass.

 


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