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Alton Towers Resort Guide for Visitors with Additional Needs March 2019
RESORT ACCESS GUIDE
WELCOME
Alton Towers Resort makes every effort to ensure that the Theme Park, our
Accommodation, Waterpark and other facilities are accessible to as many of our
guests as possible. This guide has been produced to give you a full and realistic
picture of our attractions, and hopefully, along with general ride restrictions detailed
on signage at the rides and attractions, will enable you to assess your own abilities
and make an informed decision about which attractions you wish or are able to use.
BALPPA STATEMENT ON PUBLIC SAFETY FOR DISABLED PEOPLE
Members of the British Association of Leisure Parks, Piers and Attractions
(BALPPA) welcome visits by disabled people and will do all that is possible to ensure
a safe and pleasurable stay. However, certain rides/attractions in our parks can be
physically demanding and vigorous. We therefore reserve the right to refuse
admission to certain rides/attractions should we feel there is a danger to a particular
individual or individuals for whatever reason. We have been advised by the Health
& Safety Executive that refusal on the grounds of health and safety does not
constitute discrimination. We hope that you understand and accept the decisions
made in the interest of your safety. Please note, the provision of admission
discounts and special access facilities is entirely at the discretion of Alton Towers
Resort.
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
THEME PARK INFORMATION
PARKING
We offer a number of spaces on a first come, first served basis for those who have a Blue Badge identifying a mobility issue. We do ask that the owner of the blue badge be present in the vehicle when parking.
Parking is situated next to the main Admissions Plaza, alongside our Express Car Park, and is accessed via the Coach Park gate. Parking is charged per car. Please take advice from the car park attendant who will direct you to the correct space.
BUYING TICKETS / ENTERING THE THEME PARK
Guests who have the following documentation are entitled to one free carer ticket and a second carer at half price. However, the guest with the disability and any further members of their party will pay full price. Please show the relevant paperwork as well as suitable photo ID of the named recipient at the ticket kiosk when you buy or collect your ticket.
- Disability Living Allowance or Attendance Allowance award letter (dated within the last 2 years).
- Personal Independence Payment letter (dated within the last 2 years).
- A current and valid Blue Badge.
- Letter from GP or consultant (dated within the last 2 years) confirming the need for a full time carer. This does not need to be a letter of diagnosis.
Unfortunately, we will not be able to issue carers tickets without seeing the above documentation as well as the recipients ID.
To purchase or collect tickets please join the main queue to the left of the Turnstiles. Should you require it there is a kiosk window which is set lower than the others to ensure comfort for all guests.
Guests who need to collect any kind of tickets and would also like to use our Ride Access Pass (see further specific section in this guide for more detail) can now have them issued at Admissions. If you have pre-registered or have the correct paperwork with you on the day then please join the main queue at Admissions and the team will assist.
If you are a Merlin Annual Pass holder or an Alton Towers Season Pass holder and require a RAP we recommend heading straight through the turnstiles and heading to the Resort Box Office to collect your RAP even if you have pre-registered or brought the correct paperwork with you on the day.
Wheelchair users and other guests who may need extra space should use the gates between the turnstiles as there is wider access.
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
- Disability Living Allowance or Attendance Allowance (DLA)award letter (dated within the last 2 years) showing that you receive the higher rate mobility component.
- Personal Independence Payment (PIP) letter (dated within the last 2 years) showing that you receive the enhanced mobility component.
- A current and valid Blue Badge.
If you believe that you are unable to stand in a queue line, and you do not have the required documentation, we are happy to arrange a Ride Access Pass upon presentation of a letter from your GP or Consultant on headed paper (dated within the last 2 years) which clearly states that you are unable to queue and why (we do not need a letter of diagnosis). This, or any of the documentation above, must be presented alongside valid photographic ID for the named recipient.
Our Guest Services team will do everything possible to ensure that your visit is as comfortable as possible. However, we are not in a position to assess individuals’ abilities so we must insist that the letter from a medical professional states that you are unable to queue and why , rather than simply confirming your condition. This includes (but is not limited to) people with the following conditions:
Guests with visual impairments Guests with hearing impairments Type 1 Diabetes (including pump users) Type 2 Diabetes Asthma Epilepsy Guests with neurological, behavioural, emotional & social difficulties, including Autism, ADD, ADHD, ASD, ODD etc.
Ride Access Passes are not automatically offered to guests who have a hearing or visual impairment unless they are in receipt of the higher rate DLA, enhanced PIP or they have a letter from their consultant. However, these guests should still ensure they go to the Resort Box Office on arrival to obtain a WHITE wristband which will ensure that staff can identify their needs and offer them full support, particularly in the case of an assisted exit or unusual circumstance.
For clarity, 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 card will be marked with a time at which you can go on your second ride. The time will represent the current queue length from your first ride; this process will be repeated at each of the rides as you visit them. Once your card is completed you can return to the Resort Box Office for a new card. Rides that are not specifically covered by the pass may still be used and access will be via the exit. (the pass includes Peter Rabbit Hippity Hop, Wicker Man, Runaway Mine Train, Congo River Rapids, Go Jetters Vroomster Zoom ride, Get Set Go Tree Top Adventure, In The Night Garden Magical Boat Ride, Postman Pat Parcel Post, Octonauts Rollercoaster Adventure, Hex, Galactica, Nemesis, Spinball Whizzer, Rita, Oblivion, TH13TEEN and The Smiler)
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
Please note, given the number of people entitled to Ride Access Passes, you may still have to wait, and other queues (eg, Fastrack, Single Rider) may move more quickly. We cannot control this, nor can we allow more than one non-ambulant disabled guest on a ride at a time due to our emergency procedures.
Here are some examples of the RAP entrances which can sometime have their own entrance or can be via the ride exit:
We now provide the option to pre-register online for your Ride Access Pass. By visiting www.altontowers.com you can input your details and upload the relevant paperwork. This will allow the team to prepare everything for your arrival. Once your
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
attractions do not allow guests wearing plaster casts to ride as these can cause issues with containment systems and during evacuation. On many of our rides, guests will need the ability to brace themselves in an upright position. These restrictions apply to most rides and are detailed on signage at the ride entrances where they are applicable. All rides require guests to keep their arms and legs inside the ride carriages, and remain seated at all times.
Not all rides are suitable for all guests. Each ride has strict operating requirements that all riders must meet. Please do not ask our rides hosts to break these rules as they are in place for your safety.
As well as taking note of the ride restrictions, we strongly suggest that you watch our rides in motion before making a decision on whether to ride.
Here are some examples of ride restraints. Test seats are located outside the following rides:
Rita, Oblivion and Galactica
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
GUESTS WITH PHOTO-SENSITIVE EPILEPSY AND SIMILAR CONDITIONS
Please be aware that we have a number of photo opportunities across the Resort. Here is a list of rides that have on-ride photography which will include photo flash:
Wicker Man The Smiler Oblivion Rita Thirteen Nemesis Galactica Spinball Whizzer Runaway Mine Train Congo River Rapids Postman Pat Special Delivery Service Octonauts Rollercoaster Adventure
There are also a number of attractions that have theatrical/show/strobe lighting and/or flash photography:
Duel - The Haunted House Strikes Back Hex Cbeebies Land Photo studio Furchester Hotel Live show Sharkbait Reef by SEA LIFE has a single photo point in the queue line. On less busy days this may not be in operation. Please check with the staff member on the entrance who will be able to assist Rollercoaster Restaurant
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
ASSISTANCE/GUIDE DOGS
Assistance/guide dogs are welcome in the Theme Park but unfortunately, they will not be able to accompany guests onto any of the rides. They will be allowed as far as the loading point where they must be left with a member of the party – they must never be left unattended anywhere in the Theme Park. Attractions such as Sharkbait Reef by Sea Life, Furchesters Hotel Live, Mr Bloom’s Allotment and Big Fun Show Time would allow full access to assistance/guide dogs. For further information please speak to staff in the Resort Box Office.
WHEELCHAIR HIRE
A limited number of wheelchairs are available for hire from the Resort Box Office on a first come, first served basis. A £20 refundable deposit is required and a rental charge of £10 applies to guests who cannot show documentation confirming their eligibility We also have a limited number of slightly wider wheelchairs for fuller bodied guests.
Wheelchairs are subject to availability so we would suggest that guests who need a wheelchair to travel around the Theme Park bring their own for ease and certainty. Please note, due to the very hilly nature of our site which can make powered buggies very unstable. Please take extra care when using them and speak to a staff member in the Resort Box Office for further information.
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
HEARING LOOPS Hearing loops can be found at Admissions and the Resort Box Office. Look out for the symbol. Both areas have a mobile unit so if anyone is your party needs this facility please speak to a member of staff who will be happy to assist
FIRST AID CENTRE
Located at the bottom of Towers Street next to the Towers Street Skyride Station, we have a range of facilities including cold storage for medicines.
RESTAURANTS & SHOPS
If you require any assistance when visiting any of our shops or restaurants, please feel free to ask for assistance from one of our employees who will be happy to help. Menus for all of our main restaurants are available to view on-line so please check in advance of your visit if you have special dietary needs.
THE GARDENS AND THE TOWERS
The Gardens and the Towers are steeped in history and are both Grade listed. There are steep paths, many steps and water edges that make some areas of the gardens
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
inaccessible however there are some paths which do offer beautiful views and access to the front of the newly renovated conservatory.. Please ask at the Resort Box Office for further information.
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
ALTON TOWERS HOTEL
There are six accessible parking bays for guests at the front of the Alton Towers Hotel; these are available to Blue Badge holders and complimentary when staying in the hotel. There are nine rooms in the Alton Towers Hotel which have been specifically designed for non-ambulant guests
7 x Explorer rooms, of which six of these interconnect 2 x Artic Explorer rooms
Each of these rooms has the following facilities:
- 1 x double bed
- 1 x single bed
- pull alarm cords in both the bathroom and bedroom
- handrails in the bathroom
- widened doorways
- lowered fixtures/fittings.
There is an accessible toilet available in the public area of Alton Towers Hotel, this has lowered fixtures and fittings, with grab rails and pull alarm cords. The hotel has two lifts which cover all floors of the hotel.
Deaf and hard of hearing guests are able to collect a device from Reception that will vibrate and light up in the event of a fire alarm activation
Getting about: It takes about 10 minutes to walk from the Alton Towers Hotel to the monorail station for access to the theme park and about five minutes to walk to the Splash Landings Waterpark. There is an inside, step free, walkway to get to the Splash Landings Hotel. Alton Towers Hotel restaurant and bar area.
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
Alton Towers Hotel lift
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
Splash Landings lift
Alton Towers Resort Guide for Visitors with Additional Needs March 2019
ENCHANTED VILLAGE
There is accessible parking available, both outside reception and by the accessible lodges. A barrier will need to be lowered to let your car into the Enchanted Village, please ask at reception. There is also accessible parking available for our luxury treehouse, Oakwood. These are available to Blue Badge holders and complimentary when staying in the hotel. The Enchanted Village has
- 8 x specially adapted Lodges that will accommodate non-ambulant guests.
Each of these Lodges has
- 1 x double bed (standard size)
- 2 x single bunk beds
- 1 x single truckle bed
- Wet room
- Pull alarm cords in the bathroom and bedroom
- step free access and widened door ways.
One of our luxury Treehouses has also been adapted with a ground floor bathroom and bedroom; the bathroom in this property has a low sided bath with a transfer area. Facilities include pull alarm cords in the bathroom and bedroom, step free access and widened front and bathroom doors.
Deaf and hard of hearing guests are able to collect a device from Reception that will vibrate and light up in the event of a fire alarm activation
Getting about It takes roughly fifteen minutes to walk from the Enchanted Village to the monorail station for access to the theme park and about ten minutes to walk to the Splash Landings Hotel for access to the water park.
