We recognise that certain guests require additional assistance in order to be able to fully enjoy their visit to the park. We are pleased to now offer a Queue Assist Scheme for disabled guests who experience difficulties with queuing. This may be due to a medical condition or due to difficulties in understanding the concept of queuing such as having problems with everyday social interaction, having a limited capacity to follow instructions or to understand the emotional feelings of others or becoming agitated or distressed having to wait for extended periods of time. The Queue Assist Scheme is also available to guests who are wheelchair dependent.
To qualify for the Queue Assist Scheme guests will be required to have some form of documentation that states the nature of the disability, this is to be shown to the team at the entrance gate. Who will be then given the pass and guidance on how to use the scheme.
Guests who qualify for the Queue Assist Scheme MUST abide to the rules of any particular ride as detailed on the individual Ride Information Boards located at each ride and as summarised on the Ride Accessibility page. Exceptions to height, age and Health and Safety restrictions will not be made under any circumstances and we ask for a guest’s co-operation on this matter.
Having a registered disability does not automatically qualify guests for the Queue Assist Scheme.
On arrival at the park a guest wishing to take part in the Queue Assist Scheme will be asked for documentary proof of the disability which can take the form of a GP’s letter, Association Membership details, Council run membership or any other official document that states the disability. Please note that DLA letters, together with blue or orange badges, cannot be accepted as these do not state the nature of the disability.
On successful application the guest with the disability will be issued with a Queue Assist Pass which will be date stamped, logged and initialled by a member of our team and is only valid for the one-day visit.
The queue assist holder must be accompanied on the rides by at least one helper over the age of 16. If the guest does not meet the restrictions to ride unaccompanied, they should be accompanied by a responsible adult aged 18 or over.
The maximum number of carers permitted to ride with the pass holder will vary from ride to ride dependent on the ride compatibility and carriage containment.
The pass holder MUST be present at all times.
The pass holder must enter the rides as detailed on the Ride Information leaflet.
PLEASE NOTE: Queue Assist is not a ‘fast pass/fast track/queue jump’ service. Queue Assist guests may have to wait at the ride exits for a suitable and safe time to board/enter the attraction, instructions will be given by Ride Operators. All instructions given by Ride Operators must be followed.
The rides listed on the Queue Assist Pass can only be accessed under the scheme once per day and are subject to time constraints.
On arrival at one of the listed rides, the pass holder or carer should hand the Queue Assist Pass to the Ride Operator, who will hole punch the appropriate part of the pass. and handed back to the wristband holder or carer.
The Queue Assist Scheme does not apply to Character meet and greets, The Night Before Christmas experience, or any of the Park’s special events.
The Park staff are always on hand to assist and offer advice but for the safety of all concerned are not able to assist with lifting a guest on or off a ride.
The Ride Operator’s decision is final as to whether a guest is able to use a ride.
Queue Assist Passes remain the property of Sundown Adventureland.