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Terms & Conditions: Ride Access Pass Policy

Ride Access Pass Policy

This policy is designed to make reasonable adjustments to assist guests who do not understand the concept of queuing, have a physical disability that prevents them standing for extended periods of time or permanently non-ambulant guests. Please note that having a registered disability does not mean you automatically receive a Ride Access Pass.

Applying for a Ride Access Pass

An application for a Ride Access Pass can be made prior to your visit online or on arrival at The Ride Access Pass Hub. Please note that should you wish to register in person there will be a short wait to process your application.

Proof of entitlement will be required before the Ride Access Passes are given. Please be advised that ONE of the following forms of documentation (dated within the last 2 years) must be provided otherwise a pass will not be issued:

  • 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
  • A valid Access Card
  • A Blue Badge along with an additional form of photographic identification

Should you hold the above documentation but it is not be dated within the last two years, you are able to submit this documentation with either DLA/PIP paperwork dated within one year.

Documentation is required to support all applications and staff reserve the right to refuse a Pass to anyone who does not show appropriate documentation. Our staff are not medically trained so unless there is a clear explanation of the nature of a disability stated we are unable to know what services may be required.

When the team have confirmed that your application is successful you will be provided with a case reference number, this reference is valid for two years from the Ride Access Pass issue date.

Activating your Ride Access Pass

To make the Ride Access Pass as user-friendly as possible we use smartphone technology, therefore in order to use our Ride Access Pass you will need to bring a smart device with you for your visit.

Once you have presented all your documentation (online or at our The Ride Access Pass Hub) and signed our declaration, one of our staff will assist you to set up your account within the Ride Access Pass system at the Ride Access Pass Hub or the Sensory Space. The Ride Access Pass user will receive a wristband to wear for the duration of their visit. Guests issued with a wristband must experience the ride in order the use the Ride Access Pass, 3 accompanying guests can ride with the Ride Access Pass user on each use.

Using your Ride Access Pass

Once the team have activated your session and you have logged in to the Ride Access Pass, via your smart device, you will be able to book your first ride. The purpose of the Ride Access Pass is to virtually queue for our rides, alleviating the need to physically wait in the main queue line.

Once your session is activated, you can select your first ride and head straight to the ride and enjoy it. Upon arrival at the ride, a member of the rides team will scan the QR code on your device and a countdown timer will begin to start your virtual queue time for that ride.

Please note, the Ride Access Pass does not guarantee zero waiting time at the Attraction entrance, especially at peak times.

For information on WiFi or technical issues please refer to the Accessibility Guide which you can collect from The Ride Access Pass Hub on arrival. Within this guide you will also find information on accessibility within the Resort and queue free attractions that you can do whilst waiting for your countdown to finish.

Ride Access Pass holders must still follow the relevant restrictions for disabled guests and follow the instructions of the Rides and Attractions team.

Any guest found to be misusing our Ride Access Pass, will have their ability to use the Ride Access Pass system withdrawn.  

Please note that should you have a temporary condition which you believe may affect your theme park experience, we are still able to advise on making an adjustment for your visit. We do require your documentation to be dated within 30 days of your visit. As our Ride Access Pass is to assist guests who do not understand the concept of queuing, have a physical disability that prevents them standing for extended periods of time or permanently non-ambulant guests, we would be unable to register you for a Ride Access Pass for a two season period.

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In line with the latest Government guidance in response to the covid-19 pandemic, the LEGOLAND Windsor Resort is temporarily closed.

Our 2021 Brick Week event between 13th and 21st February will not take place and our Resort Hotels will remain temporarily closed until at least 28th February 2021.

All Park guests with 2021 Brick Week bookings, or guests who had bookings between 19th December 2020 and 4th January 2021 when the Resort was also closed, will be able to move their booking to a new date.

Please click here to reschedule your day tickets.

All short break guests with bookings between 19th December 2020 and up to and including 28th February 2021 will have already been contacted by our team via email with details of how to rearrange your stay.

Our customer services teams are extremely busy so please do click here for more information and to read our Frequently Asked Questions.

We will continue to follow Government advice and will provide an update on reopening plans when it is safe to do so.

From all of us at LEGOLAND Windsor, stay safe and we look forward to seeing you again soon.