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, download our Accessibility Guide to see rides which are suitable for you. You might like to print this or save it to your phone to use on the day.

If you’re looking to register for a Ride Access Pass, scroll down to our online registration form. This allows you to send your documents in advance, meaning you won’t need to bring them on the day.

We'd love your feedback on our Ride Access Pass. Let us know what you think

  • Online registration form - this is sent to Guest Help and Information, to ensure your documents are on our system.

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.

If you are eligible for a Ride Access Pass, use the form below to register and save time before your visit.

Send us your Ride Access Pass documents in advance, to save you bringing them on the day.

For the purposes of this registration, examples of ‘Cognitive Conditions’ include autism, ADHD, anxiety etc.

    2019

To obtain a Ride Access Pass, you must attach at least one of the following documents:

  • Blue Badge (both sides)
  • DLA/PIP/DWP letter showing receipt of Higher Rate or Enhanced Rate Mobility allowance. (dated within 2 years)
  • Letter from a consultant/GP clearly stating why you are eligible for the Ride Access Pass (dated within 2 years)

No other documents will be accepted.

Please attach one of the above documents, along with a clear headshot of the Ride Access Pass user.





(Only JPG, PNG, PDF or DOC file types will be accepted. File size should not exceed 2MB each. Files over 2MB will not be received). After your visit all documents you upload will be removed from our system.

Don't worry if you're unable to scan your documents - just bring them to Guest Help and Information on the day of your visit.

Please tick to confirm that you have read and understood the terms and conditions.

Terms and Conditions

Chessington World of Adventures Resort takes every precaution to ensure maximum safety for everyone. We provide information in our Accessibility Guide regarding ride restrictions and evacuation procedures. Please consider carefully which rides you are able, or wish, to use.

Definitions

“The Act" - The Equality Act 2010

“The Definition” - A person shall be regarded as having a disability 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 2 years or likely to last for at least 2 years.)

“The Adjustment” - A facility (Ride Access Pass) offered to our guests with disabilities allowing easy access to the rides and attractions whereby the standard queue is by passed.

1. Visitors requiring additional support, including but not limited to guests with disabilities (as defined by The Act) may, at our discretion, be issued upon request a Registration Card and Ride Access Pass making them eligible for The Adjustment.

2. We will request proof of entitlement to The Adjustment. The following are the only acceptable forms of documentation accepted:

2.1 Letter from consultant detailing condition and any needs or challenges in relation to queuing or standing for extended periods of time. Dated within the last 24 months.

2.2 Letter from a doctor or specialist or professional body stating that in their professional opinion their patient is disabled as defined by The Act thus preventing them from being able to queue or stand for extended periods of time. Dated within the last 24 months.

2.3 A DLA, DWP or PIP letter stating that the adventurer making the application is entitled to HIGHER RATE MOBILITY payments. We will only accept higher rate mobility letters; no other letter will be accepted. Dated within the last 24 months.

2.4 Blue parking badge, this, or any of the documentation above, (a copy of both sides of the Blue Badge including the photograph will be accepted)

3. Upon receipt of an Registration Card, a Ride Access Pass will be supplied. An Accessibility Guide will also be offered detailing all restrictions. This guide highlights specific ride restrictions applicable in conjunction with the standard restrictions as displayed at the entrance to each individual ride and attraction.

4. Other restrictions and rules may apply at any time and use of The Adjustment does not supersede such restrictions and rules should they be in force.

5. Use of The Adjustment does not guarantee zero waiting time, especially at peak times.

6. Each ride and attraction visited will use the corresponding ride token from the Ride Access Pass. The Ride Access Pass places guests in a ‘virtual queue’ – they do not allow immediate and unrestricted access to rides. The mechanic is such that once you have completed your first ride your pass will be marked with a time at which you can go on your second ride; this process will be repeated at each of the rides as you visit them and the ‘virtual queue’ will reflect that of the main queue system. Please note, given the number of people eligible to use to Ride Access Passes, you may still have to wait, and other queues (eg, Fastrack, Single Rider) may move more quickly.

7. Once your pass is completed you may return it to Guest Help and Information and exchange the completed pass for a new pass.

8. Four colour categories of Ride Access Pass are offered.. Chessington World of Adventures Resort will provide all ride restrictions and mobility requirements to support an informed decision for the appropriate group.

8.1 Ride Access Pass Categories

ORANGE Ride Access Pass Pass user may ride all rides and attractions unaccompanied..

PURPLE Ride Access Pass Pass user must be accompanied by a companion aged 14+ to ride attractions with a complex evacuation procedure. These are currently Dragon’s Fury, Gruffalo River Ride Adventure, Rameses Revenge, Rattlesnake, Scorpion Express, Tiger Rock, Tomb Blaster, Vampire and ZUFARI. The companion must take full responsibility for the Pass user in the event of an evacuation.

Purple Pass users can ride all other attractions unaccompanied.

BLUE Ride Access Pass Pass user must be accompanied by a companion aged 14+, and can ride all attractions. The companion must take full responsibility for the ride access pass user in the event of an evacuation.

YELLOW Ride Access Pass Pass user must be accompanied by a companion aged 14+, and can only ride attractions suitable for non-ambulant riders: Treetop Hoppers, Sea Dragons, Adventure Tree, Room On The Broom, Tiny Truckers, Black Buccaneer, Seastorm, Jungle Bus, Temple of Mayhem, Tuk Tuk Turmoil, Flying Jumbos.

The companion must take full responsibility for the ride access pass user in the event of an evacuation.

8.2 A maximum of three companions at a time are permitted to accompany the ride access pass user onto a chosen ride. Companions are not entitled to The Concession unless accompanying the ride access pass user

8.3 Companions agree that they must take full responsibility for Ride Access Pass users during any emergency evacuation and that Chessington World of Adventures Resort staff are unable to assist guests through lifting or carrying.

9. Guests found to be misusing the pass in any way or attempting to contradict any of the above terms and conditions will have their pass revoked and may result in the future issue of the Ride Access Pass being denied.

10. Privacy Policy: As part of this application, we will ask you for information so that we can check to see whether you are eligible for a disabled registration ID card and for administration and granting of the disabled registration ID card. The personal information we collect about you is treated slightly differently depending on what type of information it is.

You will have explicitly consented to our use of the personal information relating to your disability and you have the right to withdraw consent. Depending on what personal information you choose to provide us, we will be collecting the following special categories of data from you:

  • consultant or GP letter detailing your disability or the individual you are applying for
  • a photocopy of your blue badge, or the individual you are applying for
  • a letter from the DWP, DLA, or PIP stating you are entitled to a higher rate or enhanced rate mobility allowance or the individual you are applying for

Other personal information we will collect about you (but that is not special categories of personal data) is:

  • a photo headshot of yourself or the individual you are applying for
  • your name, address and contact information or the individual you are applying for

If you have made an application on behalf of a child or another adult, on the basis of a disability, then you will have explicitly consented to our use of the personal information that relates to the other adults or child's disability and you will have the right to withdraw consent.

The information we collect is listed directly above.

As part of the application, you may also submit personal information about yourself (depending on whether you are carrying out the application for yourself or on behalf of another) and that we require in our legitimate interest. This includes the information list directly above

Any personal information that is provided in and during the application process is used only for the purpose of reviewing the application and granting a disabled registration ID card

We understand how important special categories of data is, so we will not share your special categories of data with any other person other than its supplier, Avius (registered in England and Wales with registration number: 05781390 and registered address at Dean Park House, 8-10 Dean

Park Crescent, Bournemouth, Dorset, England, BH1 1HL) who provide Merlin with survey and customer experience management software. Avius will only only store the special categories of personal data for Merlin to use to in its assessment of your application

How long is it stored for?

11. Ride Access Pass Registration cards are issued to all registered visitors, these cards are for the sole use of the person named and photographed on the card. Any misuse of the Registration Card will result in this being revoked and may result in the refusal of any future Ride Access Pass.

12. Ride Access Pass Registration cards are not Ride Access Passes, visitors must attend the designated Guest Services at each attraction in order to collect a Ride Access Pass for use on the day of their visit. Registration cards are only valid at Chessington World of Adventures Resort, Alton Towers Resort and Thorpe Park Resort; these cards will not be accepted at any other Merlin Entertainments Group site.

13. Chessington World of Adventures Resort reserves the right to vary these Terms and Conditions at any time and without notice, however where possible notice will be given. Any updated Terms and Conditions will be sent to you using the details provided during the registration process and will also be listed on our website https://www.chessington.com/plan/disabled-guide-for-chessington.aspx. It is a guest’s responsibility to inform Chessington World of Adventures Resort of any changes to the details provided during registration, if you do not accept the amended Terms and Conditions or ensure details are correct this may affect our ability to provide The Concession to you.

Consent to collecting certain types of personal information

By ticking the box below, I confirm that:

(a) I explicitly consent to; and

(b) either the child is under the age of 13 or, where any child is 13 years of age or older, I have obtained (and will produce on request by Merlin) from the child, over the age of 13, to whom the application relates; and

(c) the adult who I am carrying out the application on behalf of, explicitly consents to the following:

  1. Merlin needs to collect personal information that relates to yours, the child’s or other adult’s disability. The information that Merlin will to need collect is called special categories of personal data and will include the following:

    (d) a consultant or GP letter detailing your disability or the individual you are applying for

    (e) a photocopy of your blue badge, or the individual you are applying for

    (f) a letter from the Department of Work and Pensions (DWP) , Disability Living Allowance (DLA), or Personal Independence Payment (PIP) stating that you are entitled to a higher rate or enhanced rate mobility allowance or the individual your applying for

  2. Merlin needs the special categories of data listed in 1 above so that it can ensure that yourself, or the individual you applying for qualifies for an application for a disabled registration ID card

  3. Merlin will not share these special categories of personal data with any person other than its supplier, Avius who provide Merlin with survey and customer experience management software. Avius will only store the special categories of personal data for Merlin to use to in its assessment of your application.

    Merlin will destroy the special categories of personal data (this includes the special categories of personal data stored by Avius) that you have given it 4 weeks from receiving the special categories of personal data.

  4. I understand that I have the right to withdraw this consent at any stage during the application process by contacting Merlin, however that the withdrawal of consent will prevent Merlin from processing this application.

I confirm my consent to the processing of special categories of data as explained above.

I confirm that the child is under the age of 13 or, where any child is 13 years of age or older, I confirm that I have explained how personal information will be used to the child and have obtained explicit consent to the above from the child, which will be supplied to Merlin on request.

I confirm that the I have explained how personal information will be used to the adult that I am carrying out the application on behalf of and have obtained explicit consent to the above from the adult, which will be supplied to Merlin on request

Please note that Merlin's complete Privacy Policy can be located here.

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 close to Rameses Revenge and Tomb Blaster. 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 Pass categories 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 expectant mothers, and we strongly recommend that anyone having undergone recent surgery or having been subject to an injury does not board these attractions.
  • On many of our rides, adventurers must be capable of bracing themselves in an upright position. These rides are indicated in our Accessibility Guide.
  • On all rides, adventurers are required to keep arms and legs inside the carriage, boat, or gondola and remain seated at all times.
  • 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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