We recognise that certain guests require additional assistance in order to be able to fully enjoy their visit to the Park. In addition to all the facilities mentioned above, we also 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 must go to the First Aid Centre located near the main entrance on Show Street. Guests will be required to have some form of documentation that states the nature of the disability.
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.
Wheelchair dependent guests can still use the exit gates of rides (see Wheelchair User Access above) with their carers without participating in the Queue Assist Scheme. Number of carers is set out for each ride and attraction detailed on the Ride Accessibility page.
Operation of Queue Assist Scheme
1) Issuing of a Queue Assist Pass
On arrival at the First Aid Centre 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, are not 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 unique wristband that will be attached to the wrist by the nurse. The guest or carer will be issued with a Queue Assist Pass which will be date stamped, logged and initialled by the nurse and is only valid for the one-day visit.
2) Operation of the Queue Assist Scheme
The wristband holder must be accompanied on the rides by at least one helper over the age of 14. If the guest does not meet the restrictions to ride unaccompanied, they should be accompanied by a responsible adult aged 16 or over.
The maximum number of carers permitted to ride with the wristband holder will vary from ride to ride dependent on the ride compatibility and carriage containment. Details for each ride and attraction are listed on our ride accessibility page (please note a maximum of one carer is permitted on George's Dinosaur Adventure and Al’s Auto Academy*).
The wristband holder MUST be present at all times.
The wristband holder must enter the rides as detailed on the Ride Information Boards, via the exit gates, where their presence must be made known to the Ride Operator. The only exceptions are Buffalo Falls*, Raging River Ride, Cat-O-Pillar Coaster and Peppa Pig's House where guests should report to the adjacent Ride Photography Kiosk where a Ride Operator's assistance can be requested.
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. All of the Park’s other rides can be accessed at any time via the exit gates on presentation of the Queue Assist Pass together with the wristband. When accessing the non-listed rides any repeat rides will require a ten minute break between goes before re-access will be granted by the Ride Operator.
On arrival at one of the listed rides, the wristband holder or carer should hand the Queue Assist Pass to the Ride Operator, who will hole punch the appropriate part of the pass. The next time that a listed ride can be accessed using the scheme will be written on the pass, based on the queue time for the current ride, and handed back to the wristband holder or carer.
In between enjoying listed rides, the wristband holder and carer(s) can enjoy the rest of the Park’s rides, attractions and facilities.
The Queue Assist Scheme does not apply to Character meet and greets, Christmas attraction, Beastie Burrow, Little Africa, George's Spaceship Play Zone, Peppa Pig's House 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.
Wristband and Queue Assist Passes remain the property of Paultons Park Ltd.
*from 19th May 2020.