Queue Assist Pass

The Queue Assist Pass is designed for guests who face significant challenges waiting in standard queues due to specific additional needs or conditions. This service is intended for guests who:

• Have cognitive or intellectual disabilities that make it difficult to wait for extended periods
• Struggle with the concept of queuing or experience distress in social interactions
• Have difficulty following instructions or regulating emotions, which may lead to agitation or distress while waiting.
• Have medical conditions that physically prevent them from standing in a queue for extended periods.

If you believe you require a Queue Assist Pass for a reason not listed above, you may apply with supporting documentation that demonstrates your need for this service.

Please Note :

• The pass will not be issued for temporary injuries, recent surgeries, or medical conditions that prevent safe use of rides and attractions, as safety remains our top priority.
• We understand that each guest’s needs are unique. If necessary, our team may refer you to our medical team for an individual assessment to ensure appropriate support is provided.

For more information or to apply, please speak with our team

A Queue Assist Pass can be applied for on the day of your visit, from the Admission team.

An Emerald Park team member will review your application and issue a pass to eligible applicants.

A named companion/carer (18+) will be required fill out a Queue Assist Pass application form and read and sign the Queue Assist Pass terms and conditions to confirm that they clearly understand the policy.

Please note Emerald Park will only issue a Queue Assist Pass during standard operating hours and it may not be available during special events.

Having a registered additional need does not automatically qualify a guest for a Queue Assist Pass.

Due to high demand, we kindly ask that only those who genuinely require this service apply. To keep the Queue Assist Pass system running efficiently, we encourage guests to use it only when necessary. Your cooperation helps us provide the best experience for all visitors.

Requirements for Eligibility

To be eligible, guests must provide supporting documentation on the day of their visit that clearly demonstrates an inability to queue while still meeting ride safety requirements. Acceptable documentation includes:

• A valid photo ID from a recognized additional needs association that qualifies for a Queue Assist Pass (e.g., JAM or ASIAM card).
• An official form or letter that includes the guest’s name, states their additional need, and confirms an inability to queue.
• A letter from a qualified professional (such as a GP or consultant) on official letterhead. This letter must:
  • Include the guest’s name.
  • Confirm their inability to queue.
  • Be dated within the last two years.

Our team is here to assist you, but they are not qualified to assess medical conditions. Therefore, all documentation must clearly state that the guest is unable to queue and must be signed by a qualified professional.

Important Note

If a guest’s documentation confirms an inability to queue but conflicts with Emerald Park’s ride safety policies, a Queue Assist Pass will not be issued.

In certain cases, additional identification may be required before a pass is issued..

We appreciate your understanding and cooperation in ensuring a smooth experience for all guests.

An eligible QAP passholder must nominate a responsible named companion (such as a carer, guardian, or family member) to provide assistance on each ride and attraction.

This named companion is responsible for  assist the guest with additional needs while in the QAP queue system and using the ride or attraction. They are to assist where necessary , to  communicate ride safety information, and assist them with any emergency evacuation procedures, if needed. This may involve transferring the guest to and from the ride.

The named companion aged 18 or older must accompany the QAP passholder on all rides and attractions on a 1:1 ratio.

If the named companion is unable to accompany the QAP passholder on a particular ride, another guest with a QAP wristband may take their place.

The named companion must ensure that any substitute companion is capable of supporting the QAP passholder. The ride operator will confirm whether the substitute companion can assume responsibility and effectively communicate safety procedures. **

The named companion must still accompany the QAP passholder when entering and exiting all rides and attractions.

**Except on the Viking Voyage, the named companion must be present on the ride.

Eligible  Queue Assist Pass (QAP) passholder and their nominated companion will be provided with the following:

• A Queue Assist Pass card issued in the name of the passholder and their companion.
• Queue Assist Pass wristbands for both the passholder and companion, along with the standard park wristband. These wristbands are required for access to the Queue Assist Pass service, and entry will not be granted without them.

Additionally, up to two unnamed guests may also receive Queue Assist Pass wristbands, allowing them to accompany the passholder and their companion on all suitable attractions.

Important: Every guest using the Queue Assist Pass service must wear their designated wristband at all times to access the attractions.

Currently, Queue Assist Passes are not pre-booked and are instead issued on request on the day of your visit.

However, demand for this service has increased significantly over the past few seasons. Our  team is closely monitoring applications to ensure the Queue Assist Pass policy remains fair and beneficial for those who truly need it.

To address this and ensure that those who rely on the service continue to benefit, we may need to introduce online advance booking with daily capacity limits if demand exceeds our ability to provide an efficient service. While we want to continue offering this pass without restrictions, we may have to implement stricter eligibility criteria to ensure passes are issued only to those who genuinely require them.

We strongly encourage guests to apply for a Queue Assist Pass only if it is essential for their visit. Using this service only when truly needed will help maintain shorter wait times and allow us to continue providing the best experience for all visitors.

Your understanding and cooperation are greatly appreciated.

Queue Assist Pass terms and conditions must be followed at all times. Emerald Park reserves the right to refuse to issue a Queue Assist Pass or to cancel a Queue Assist Pass if required.

Queue Assist Pass (QAP) Terms and Conditions

• Each QAP passholder must nominate a responsible named companion (such as a carer, guardian, or family member) to provide assistance on each ride and attraction.
• The QAP must be used alongside valid Emerald Park wristbands and QAP wristbands worn correctly at all times by the QAP passholder, their companion and a * maximum of 2 additional guests per ride or attraction.
• The QAP must be presented to a staff member at the designated QAP loading area before accessing a ride or attraction. Each attraction visited requires a valid space on the pass.
• The pass does not guarantee immediate access. A return time based on the current queue length may be issued.
• The QAP is non-transferable, any misuse will result in confiscation of the pass.
• The named QAP passholder must be present on each ride or attraction.
• The named companion aged 18 or older must accompany the QAP passholder on all rides and attractions on a 1:1 ratio.
• If the named companion is unable to accompany the QAP passholder on a particular ride, another guest with a QAP wristband may take their place.
• The named companion must ensure that any substitute companion is capable of supporting the QAP passholder. The ride operator will confirm whether the substitute companion can assume responsibility and effectively communicate safety procedures. **
• The named companion must still accompany the QAP passholder when entering and exiting all rides and attractions.
• Only one QAP will be issued per eligible guest per day. Lost or damaged passes will not be replaced under any circumstances. Once the pass is fully used, a second pass will not be issued.
• All ride safety restrictions apply—these can be found on the Emerald Park website and signage at each ride.
• Consecutive rides on the same ride or attraction are not permitted and may result in the pass being revoked.

**Except on the Viking Voyage, the named companion must be present on the ride.

The decision as to what evidence is suitable rests with Emerald Park staff. If in doubt, please contact admissions prior to your visit.