Queue Assist Scheme
What is the Queue Assist Scheme?
We understand that certain guests require additional assistance in order to be able to fully enjoy their visit. The Queue Assist Scheme is designed to allow eligible guests to access Rockin' Rhino, the Jungle Cruise and the Longleat Railway with greater ease.
Though the scheme will not reduce the waiting time for these attractions, it enables eligible guests to forgo waiting in the queue line and to access the ride via alternative means at a designated time (subject to availability). Each pass issued via the Queue Assist Scheme allows up to four people to benefit from this special access if they are visiting Longleat with a guest with additional needs.
Please note that having a registered disability does not automatically guarantee that you’ll be eligible to use the Queue Assist Scheme. We reserve the right to make changes to, or withdraw, the Queue Assist Scheme at any time.
Important information
The Queue Assist Scheme is primarily reserved for those who do not understand the concept of queuing, have difficulties with everyday social interaction, and have a limited capacity to follow instructions or struggle to understand the emotional feelings of others. Essentially, the scheme is designed for those who may become distressed if required to queue for a ride for an extended period of time.
Bearing this in mind, wheelchair users and those with limited mobility may not be eligible for the Queue Assist Scheme. However, if you are in any way unsure if you are eligible or have alternative reasons for needing to use the Queue Assist Scheme please contact our Guest Services Team in advance of your visit by emailing enquiries@longleat.co.uk or calling 01985 844400.
The issuing of passes for the Queue Assist Scheme is based on guests being able to provide original documentary proof of disability or additional needs.
Examples of accepted documentation:
· Letter from your GP or other medical practitioner, explaining the nature of any additional needs and why an individual is queue assist eligible.
· Association Membership details
· Council run membership details
· Any other form of official documentation which states the nature of the disability or additional needs
Unfortunately, we are not able to accept blue/orange badges or Disability Living Allowance (DLA) letters as these do not state the nature of the disability. (These are however accepted forms of proof for the purchase of concessionary tickets). As our staff are not medical professionals, unless there is an additional need or disability clearly stated we are not able to make judgements on what services may be required.
Documentation will need to be presented on each visit that a guest wishes to use the Queue Assist Scheme as will some form of photographic identification. All documentation should be originals. We will not be able to accept photocopies or photos of any documents.
However, if you have an Annual Pass and are eligible to use the Queue Assist Scheme, you will only need to bring documentation for the first time you request a Queue Assist Scheme pass and when your Annual Pass is due for renewal (please note that on subsequent visits, you will still need to go to Guest Services for a Queue Assist Scheme pass to be issued).
How does the Queue Assist scheme work?
On arrival at Longleat, any guest wishing to receive a Queue Assist Scheme pass can either request this from our arrivals team or go to Guest Services, located in the Main Square. Our Staff will then ask for original photographic ID and documentary proof of disability or additional needs which can take the form of a GP’s letter, Association Membership details, Council run membership details or any other official document which states the nature of the disability. (Please note orange/blue badges and DLA letters will not be accepted.)
For Annual Pass Holders, a sticker will be attached to their pass so that documentation will not be required on each subsequent visit (though documentation will need to be provided once a year, when the Annual Pass is due for renewal). After the initial registration, Annual Pass Holders just need to go to Guest Services and present their pass in order to use the Queue Assist Scheme.
On successful application, the guest will be issued a Queue Assist Scheme pass (valid for one day only) which will be attached to their Longleat Ticket. The pass will be dated, include the number of people in the party and need to be taken to each individual attraction for an appropriate ride time to be established. Please note that accessing Rockin' Rhino, Jungle Cruise and the Longleat Railway is still subject to availability and as such we would recommend visiting the attractions to establish a ride time early during your visit.
Once issued, the Queue Assist Scheme pass must be taken to Rockin' Rhino, Jungle Cruise and the Longleat Railway; at each attraction a member of the Longleat Team will assess the current length of the queue and, if necessary, note down a return ride time and sign the pass. The return ride time will also be logged with the individual attraction staff.
For Rockin' Rhino and the Longleat Railway, guests should proceed through the ride exits to arrange a return ride time with a member of staff. Whilst, for the Jungle Cruise, guests should go to the Magic Memories kiosk located next to the Jungle Cruise exit. These are also the locations that guest should return to when it is their allocated ride time. Please be aware that the staff at these attractions aren’t able to issue Queue Assist Scheme passes and that the issuing of a return ride time is subject to availability.
The Queue Assist Scheme Pass Holder must be accompanied by a responsible individual over the age of 14 and standard attraction rules and restrictions will apply. A maximum of 4 individuals will be allowed to accompany the Queue Assist Scheme pass holder at each attraction and the Queue Assist Scheme pass holder must be present with their pass at all times.
The Queue Assist Scheme is primarily designed to allow guests to ride each attraction once during a visit. However, if you would like to ride one of the attractions more than once please discuss this with the relevant attraction staff who will try and accommodate your request if possible and availability is good.