Hannah said Eren’s sensory difficulties meant he found queueing in a crowded, noisy environment distressing.
Without the time and space to “level himself” following sensory overload, she said he would not be able to access rides.
The rule changes had brought her a mixture of “disappointment and anger”, she added.
Merlin Entertainments’ chief operating officer Rob Smith said customer feedback had indicated the previous ride access pass system was no longer working as demand had grown.
“We have listened to this feedback and have been looking at how we can improve the system and find a solution that is in the best interests of all guests,” he said.
He added the parks were trialling new eligibility criteria, which he acknowledged had raised concerns for some visitors.
“We are listening carefully to this feedback and are committed to keeping this approach under review ahead of our main season openings in March,” he said.
“We remain deeply committed to creating inclusive experiences and ensuring all guests feel supported when visiting our attractions.”