Guide for guests with a disability

Please be aware the below information relates to our 2016 season will be updated at the beginning of March 2017.

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

Read through the sections to help you plan, or scroll down for our online registration form - if you fill it in ahead of your visit it'll save time on the day.

We aim to make our attractions as accessible as possible, download our guide below 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.

Chessington Accessibility Video Guide

Planning

Buying Tickets & Entering the Park

  • Guests able to provide evidence of their disability (e.g. blue/orange badge or similar) will be entitled to bring a helper free of charge (please present your ticket and disabled proof to the member of staff at our turnstiles gates to receive your free helper ticket). In addition an extra helper can enter at a concessionary rate, providing the second is required to assist you on to specific rides and attractions.
  • If you need help to buy your ticket, an Admissions host will be happy to assist.
  • Wheelchair-users should use the gates to the far left and right at the turnstiles.

On the day

On the day

Parking

  • If you’re arriving by car or minibus, please use either the Lodge Gate or Explorer Gate Car Park, where attendants are on hand to direct you to dedicated parking spaces.
  • In the Lodge Gate Car Park this will be the top row, near the Admissions area.
  • In the Explorer Gate Car Park it will be at the top near the Explorer Gate Admissions area.
  • To use these parking spaces, you must display a valid blue badge in your vehicle. Car parking costs just £3 per car, per day.

Important Ride Access Pass Information

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.

To apply for a Ride Access Pass, on the day of your adventure you will need to bring one of the following:

  1. A certified NHS letter from your doctor or consultant clearly stating why you are eligible for the policy
  2. 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 policy
  3. 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
  4. A blue badge along with an additional form of photographic identification

You will also need one companion who is happy to use the rides and attractions with the holder of the Ride Access Pass (must be over the age of 14 to offer assistance)

Ride Access System

  • Adventurers will be issued with a Ride Access Pass by the team at Guest Help and Information
  • All Adventurers will be required to sign terms and conditions to confirm they understand the policy and how to use it
  • Once issued with a pass, Adventurers will have ten tokens to use on any attractions of thier choosing
  • Adventurers are required to present the pass at the designated disabled access point as listed in the Accessibility Guide
  • Once at an attraction, the Attraction Host will cross through one token

The 6 most popular rides (as listed below) are our busiest and therefore further restrictions apply:

  • The Ride Access Pass needs to be presented to the Rides Host upon arrival at the ride of your choice
  • You will then be allowed to board your first ride at the earliest opportunity
  • When going on to the ride, you will be given a time for your next ride, which will correlate to the length of the main queue for that ride, up to a maximum of 45 minutes

This process will be repeated at each of the rides listed below:

  • Dragon's Fury
  • Vampire
  • Tiny Truckers
  • Scorpion Express
  • KOBRA
  • Rattlesnake

You are free to use all other rides by awaiting assistance at the dedicated disabled access point. Each attraction visited will require one token.

Only one pass will be issued to each eligible disabled adventurer per day, and lost or damaged passes will not be replaced under any circumstances.

Please note that a maximum of three companions (companions can be interchanged throughout the day) can accompany a disabled Adventurer on to our rides and attractions via the access procedure stated above. Height, size and other safety restrictions also apply - these are displayed on the Park Map and on signage at the rides and should be read in conjunction with the Accessibility Guide.

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.

Annual Pass

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

First Aid Centre

This is located in Forbidden Kingdom close to Rameses Revenge. The First Aid team caters for a number of special needs, including the cold storage of medicines and wheelchair hire.

Wheelchair Hire

Complimentary wheelchair hire is available for registered disabled visitors from our First Aid Centre in Forbidden Kingdom, but please note that availability cannot be guaranteed. Wheelchair loss or damage may result in a charge.

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 Transylvania 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 Market Square, 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 people with disabilities 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, adventurers with a disability must be accompanied on to rides by at least one helper over the age of 14, unless otherwise stated. Helpers will not be issued with a Ride Access Pass wristband but must come to Guest Help and Information with their disabled companion when registering for a Ride Access Pass.
  • To qualify for a Ride Access Pass, ambulant Adventurers must have at least one carer over the age of 14. Adventurers who are unable to walk unaided must be accompanied by a minimum of two helpers over the age of 14 on rides that involve a complex evacuation procedure. Please note that some ride evacuation procedures mean they are not suitable for adventurers unable to walk unaided and these are shown in the downloadable Accessibility Guide.
  • Helpers 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 and these are shown in the downloadable 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 to board.

FAQ

FAQs

What is a Ride Access Pass?

Ride Access Passes may be used by eligible adventurers to access up to ten (10) 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 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.

Why have you limited ride use?

Chessington World of Adventures Resort does not place any restrictions on the number of rides and attractions that an adventurer (disabled or otherwise) may experience during their visit. Adventurers who are eligible for the Ride Access Pass may still use the standard queue lines to access rides if they have used all of their Ride Access Pass tokens or where they feel the queue is short enough that use of the Ride Access Pass is not required.

Why have you chosen to have 10 tokens?

This is to ensure that queues at our ride exits remain manageable and to prevent long queues from occurring in these areas. The new Ride Access Pass was developed following a review with an independent accessibility consultant in order to improve the experience of adventurers with disabilities.

Following feedback from guests and data collected from previous seasons we found that the majority of adventurers experience 7 -10 rides during their visit. Given this data, we believe that special access for 10 rides during the day is fair to all our guests.

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
    • A letter from a professional body (e.g Nurse, Bupa Healthcare Advisor) clearly stating why you are eligible for the policy
    • 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.
    • 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 each year?

Many conditions change each year, and our staff are not medically trained to know each individuals requirements to enable them to get the best out of their visit to our attractions.

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.

What happens if I have lost or damaged my pass?

Unfortunately lost or damaged passes will not be replaced under any circumstances.

Where do I collect my pass?

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

How does the Ride Access Pass work?

  • Adventurers who qualify will be issued with a Ride Access Pass by the team at Guest Help and Information
  • All adventurers will be required to sign terms and conditions to confirm they understand the policy and how to use it
  • Once issued with a pass, adventurers will have 10 tokens to use on any rides or attractions of their choosing
  • Adventurers are required to present the pass at the designated disabled access point as listed in this guide
  • Once at an attraction the attraction host will cross through one token

The 7 most popular rides (as listed below) are our busiest and therefore restrictions apply: the Ride Access Pass needs to be presented to the rides host upon arrival at the ride of your choice; you will then be allowed to board your first ride at the earliest opportunity. When going onto the ride you will be given a time for your next ride, which will correlate to the length of the main queue for that ride, up to a maximum of 45 minutes. This process will be repeated at each of the rides listed below.

  • Dragons Fury
  • Vampire
  • Bubbleworks
  • Tiny Truckers
  • Scorpion Express
  • Kobra
  • Rattlesnake

You are free to use all other rides by awaiting assistance at the dedicated disabled access point, each attraction visited will require one token; this can be done at any point during your visit, including if you are waiting for a top 7 ride.

Please note that a maximum of three companions (companions can be interchanged throughout the day) can accompany a disabled adventurer onto our Rides and Attractions via the access stated above. Height size and other safety restrictions also apply; these are displayed on the Park Map and on signage at the rides and should be read in conjunction with this guide.

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.

 

Register with Guest Help and Information

Save time on the day by sending us some details before your visit.


    2017

On completion of this application you will be required to present either; a letter from a consultant or GP clearly stating why you are eligible for the policy, a photocopy of both sides of your Blue Badge, or a letter from the DWP, DLA or PIP to state you are entitled to a HIGHER RATE or ENHANCED RATE MOBILITY ALLOWANCE - please note, if using this as your proof it must be the Higher or Enhanced Rate Mobility Allowance, no other DLA, DWP or PIP letters will be accepted.

To speed up the process on your arrival please upload a copy of either; a letter from a consultant or GP clearly stating why you are eligible for the policy, and/or both sides of your Blue Badge (including name), or a letter from the DWP, DLA or PIP to state you are entitled to HIGHER RATE MOBILITY ALLOWANCE, please be aware we will only accept higher rate mobility for the Ride Access Pass.





(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 you agree with our terms of use.

Terms of Use

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 Disability Discrimination Act 1995

“The Definition” – A person shall be regarded as being disabled 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 12 months or likely to last for at least 12 months.)

1. Visitors with a disability (as defined by The Act) may, at our discretion, be issued upon request a coloured wristband and Ride Access Pass entitling them to The Concession.

2. If a disability is not obvious we may request proof of entitlement to The Concession. 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.

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.

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.

2.4 Blue parking badge with bona fide photographic identification.

3. Upon receipt of a coloured wristband, an Accessibility Guide will also be supplied. This guide highlights specific ride restrictions applicable in conjunction with the standard restrictions as displayed at the entrance to each individual ride and attraction, this guide also contains the Ride Access Pass.

4. Each guest with a disability must be accompanied onto or into a ride or attraction by a carer/support worker.

4.1 At least one carer aged at least 14 years must accompany the guest with a disability onto the chosen ride or attraction; this carer must take full responsibility for the guest with the disability in the event of an emergency.

4.2 The following rides and only the following rides do not require the carer to be over the age of 14: Seastorm, Carousel, Black Buccaneer, Sea Dragons, Jungle Bus, Tuk Tuk Turmoil, Toadies Crazy Cars, Tiny Truckers, Flying Jumbos, Hocus Pocus Hall. Each adventurer must still be accompanied on these rides and attractions by a companion and we do strongly recommend that if you choose to ride these attractions without the assistance of a companion over the age of 14 someone over this age remains in a close proximity of the ride in the unlikely event of an emergency situation.

4.3 If the guest with a disability is non-ambulant, a minimum of two companions must be present and take full responsibility for the adventurer with a disability in the event of an emergency; both companions must be over the age of 14.

4.4 A maximum of three companions at a time are permitted to accompany an adventurer with a disability onto a chosen ride.

4.5 Companions are not entitled to The Concession unless accompanying an adventurer with a disability.

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

6. Use of The Concession does not guarantee zero waiting time, especially at peak times.

7. Each ride and attraction visited will use one ride token from the Ride Access Pass, the following Top 7 rides will also operate a virtual queue time up to a maximum of 45 minutes: Dragons Fury, The Vampire, Bubbleworks, Tiny Truckers, Scorpion Express, Kobra, The Rattlesnake. It will not be possible to ride another of these rides until the virtual queue has expired. Any other ride on the park will however be available whilst waiting for the virtual queue time to expire.

8. One pass will be issued per adventurer per day.

9. Lost or damaged passes will not be replaced under any circumstances.

10. 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.