As part of our commitment to work to ensure that all our guests are able to maximise their enjoyment, we introduced the Ride Access Pass Policy (RAP) as a benefit to guests who, due to the nature of a diagnosed medical condition, have difficulty queuing. The objective was to allow them to access the rides with minimum queuing time. However, put simply, the ever-increasing volume of guests using the RAP system meant that in the 2021 season we saw large increases in the RAP queue line – exactly what we were trying to avoid for these guests. This meant that, particularly at peak times, the experience for these guests was affected adversely. Furthermore, the knock-on effect for our thousands of other guests was also significant.
After reviewing feedback and lengthy discussions designed to find a more fit-for-purpose alternative, it was agreed that Legoland Windsor Resort’s technological solution was best, which provides RAP guests with free access to an online portal where they can book a specific ride time throughout the day, from a mobile device. As importantly, a timed ride system gives all our guests a more equal experience, whilst allowing our RAP guests the freedom to explore the park and use facilities without being restricted to a queue. These include our Zoo areas, entertainment shows, and food and beverage outlets.
We are committed to continuously improving the facilities to all of our guests so we will be closely monitoring feedback on the new system throughout the season. We will review this in detail and use it to develop our RAP system for 2023.