Queue Assist Pass

The Queue Assist Pass is designed for guests who experience significant difficulty waiting in standard queues due to specific additional needs or conditions. This service is intended to accommodate 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 a limited ability to follow instructions or regulate emotions, which may lead to agitation or distress when 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 can apply for a pass with supporting documentation that demonstrates a requirement for this service.

Please note that the pass will not be issued to guests with temporary injuries, recent surgeries, or medical/health conditions that prevent them from safely using rides and attractions, as safety remains our top priority.

We recognize that each guest’s needs are unique. If you feel you may qualify for a Queue Assist Pass, our team may refer you to our medical team for an individual assessment to ensure appropriate support is provided

You can apply for and collect a Queue Assist Pass on the day of your visit in Admissions.  Emerald Park will only issue a Queue Assist Pass during standard operating hours and it may not be available during special events.

A companion (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.

Having a registered additional need does not mean you automatically receive a Queue Assist Pass.

As this service is in high demand and many guests rely on it to visit Emerald Park, we kindly ask for your cooperation in only applying if it is absolutely necessary. To ensure that the Queue Assist Pass queue lines remain as efficient as possible, we encourage guests to use this service only when needed. Your understanding and cooperation help us provide the best experience for all visitors.

To be eligible, you must provide supporting documentation on the day of your visit that clearly demonstrates an inability to queue while meeting ride safety requirements. Acceptable forms of documentation include, but are not limited to:

• A valid card from a recognized additional needs association that meets the requirements for a Queue Assist Pass (e.g., JAM or ASIAM card).
• An official form or letter that names the guest, states their additional need, and confirms their 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, and be dated within the last two years.

Our team is here to ensure you have an enjoyable visit, but they are not qualified to assess medical needs. For this reason, any documentation provided must clearly state that the guest is unable to queue and must be signed by a professional.

On the day of your visit, a team member at Admissions will provide the guest with additional needs and their nominated companion with the following:

• A named Queue Assist Pass card issued to the guest.
• Queue Assist Pass wristbands, which must be worn along with the standard park wristband. These wristbands are required to access the Queue Assist Pass service.

In addition, up to two unnamed guests may also be issued Queue Assist Pass wristbands, allowing them to accompany the pass holder 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.

Once you have received your Queue Assist Pass and wristband, you can present them at the designated Queue Assist entrance or exit areas of each attraction.

Please note:

• The Queue Assist Pass does not guarantee immediate access to rides or attractions. Guests may be assigned a return time based on the current wait time in the main queue.
• To gain entry, all guests using the pass must be wearing their Queue Assist Pass wristbands at all times.
• The pass is non-transferable, and any misuse will result in its confiscation.
• The pass is valid for a maximum of 8 attractions per day.
• All guests using the Queue Assist Pass must meet the individual safety and height requirements for each ride.
• Only one pass will be issued per eligible guest per day. Lost or damaged passes will not be replaced under any circumstances

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.

• Must be used in conjunction with valid Emerald Park wristbands.
• Must be presented to a member of staff at the attraction entrance area. Each attraction visited will require one space on the Queue Assist Pass.
• Does not guarantee immediate access to the ride or attraction. Guests may be given a return time that will correlate to the length of the main queue.
• Is non-transferable, any misuse will result in confiscation of the pass.
• The named pass holder must be present on each attraction.
• Pass holder must be accompanied by a carer aged 18 or older on all rides & attractions, 1:1 on a guest to carer ratio.
• If the carer is unable to accompany the guest on a particular ride or attraction, another member named on the Queue Assist Pass will be sufficient company once the ride operator is satisfied that they can take responsibility for the guest and communicate safety procedures * It is the responsibility of the carer to ensure that the nominated member can adequately assume responsibility for the guest with additional needs and effectively communicate safety procedures.
• The named carer is required to accompany the pass holder while entering and exiting the rides.
• One pass will be issued to each eligible guest per day and any lost or damaged passes will not be replaced under any circumstances. Once the pass is filled, a second pass will not be issued.
• All safety restrictions for rides apply – these are displayed on the Emerald Park map and on signage at each ride.
• Consecutive single attraction use is prohibited and could lead to the confiscation of the Queue Assistance Pass.

* With the exception of the Viking Voyage, which requires an accompanying carer to be 18+.

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

Guests without suitable supporting documentation will not be issued with a Queue Assist Pass.

Guests will be required to sign a Queue Assist Pass declaration on production of suitable supporting documentation.

Each attraction visited will require one space on the Queue Assist Pass.