Nimbusdisability Reviews 

If there was zero I would rate my experience as that. I applied for a renewal card and required it urgently so I went through there urgent protocol. I filled in the form and sent everything they asked of me regarding medical evidence as I don’t receive pip or DLA. I even sent my LCWA as extra evidence. I tried calling and if they don’t answer in 30 minutes you are automatically cut off and have to try again. I received an email that simply said they don’t accept LCWA (which I already knew, I sent it just as extra evidence). There was no mention of my medical evidence that I sent in, all of which is what required or no further information on next steps or help. I called them the minute they opened at 10am, it took 28 minutes for someone to answer (very close to the 30 minute cut off again). When a gentleman answered, his name was Nathan. He reviewed my evidence whilst on the phone and told me they needed evidence on how my conditions affect me, not just the medical letters. I explained that I already filled in the online forms that requested the information on how it affects you but I was informed it wasn’t enough. I had sent 6 pages of medical information at this point. Finding the process stressful and feeling overwhelmed I asked if he could call me back in 30 minutes due to having to go through some of the 780 pages of medical notes from my GP. As soon as I went back through the photographic evidence I had already sent evidence detailing this from medical professionals. He called back 30 minutes later whilst I had time to gather more evidence. I explained to him I had already sent evidence detailing what he asked. He asked me to detail where and what it said. I then went through the laborious and embarrassing task of reading my medical notes to him. He then changed the goal post by saying, it needed to be within the last 2 years. I challenged him on this and said no where on the forms does it say this and also he had not informed me of this before. He then told me it was policy, so I asked him to send me this policy in an email detailing where it said this on the forms and also what guidance they are following. As soon as I did this he said it states ‘recent evidence’ so I challenged him and said that’s not 2 years then, is it? He then went on to read out the policy about ‘medical evidence may be considered if there the person is not in recipt of PIP’. He had stated earlier in the conversation that I needed to have PIP. I became increasingly frustrated with the embarrassing and degrading situation I was experiencing with what I can only describe as someone intentionally gate keeping access to something that should be accessible when you meet the requirements (which I did). Furthermore he continued to tell me I needed proof my conditions hadn’t improved. I asked him if he made the decisions and he said he worked with the decision makers. I informed him that all 3 diagnoses I have are lifelong and degenerative and that if someone had spent their time looking into the conditions rather that trying to gate keep and deny access then they would know that. You don’t necessarily go to your GP every 2 years for them to tell you you still have the genetic disorder you were born with and that your symptoms have suddenly disappeared! He kept telling me he wanted to help me whilst clearly trying to do anything but. As soon as I challenged him on anything he told me I was interrupting him (which I did on a couple of occasions after he tripped himself up with his own misinformation) Due to this he escalated my call to a decision maker who after having spent another 39 minutes on the phone whilst she read my medical evidence, renewed my card! The experience was absolutely horrible from start to finish. I know I am one of many with these awful experiences but hopefully if enough of us speak out it will lead to some positive changes in the future. If I can find a way to get through to them about making a formal complaint then I will be doing so.

Completely unacceptable wait times for responses (months!). Events are sold out by the time they provide you with a code or card.

I am so disappointed that companies are starting to only accept Nimbus as proof of needing accessibility requirements or a companion. Nimbus clearly does not have the infrastructure or staff quantity to deal with all these new requests.

Totally unacceptable. Price registered and sent all supporting documentation for the Cream Fields music festival. I had to chase them up why I haven’t heard from them, and if my documentation was sufficient. When I chased it up, they said your information you submitted online was not enough. I actually filled out the application form, rigorously detail detailing my autism and adhd.

Definetly not recommended to use.

Ordered Nimbus Card on the 8th of August, still haven't received. Every additional email sent or received puts you at the back of the queue. Awful company that shouldn't be able to gatekeep access to accessible tickets

Honestly not fit for purpose . I rarely leave reviews but this company leave me so saddened . They never answer emails when you have problems with putting the codes in to claim disabled tickets at venues . After waiting 14 days for a reply the tickets had of course gone . Once you chase a query up , it sets you to the back of the queue it informs you . So you have no chance . Please contact the theatres themselves if you too are having problems. The more this company are reported the less theatres will thankfully use them . Our official DWP paperwork is proof enough . Without this nimbus disability scam gatekeeping . Many theatres by pass them now and accept DWP proof thankfully

Should be zero stars, this service is one of the worst i have come across when trying to get disability support for my sons. Its a joke that this is an 'access' service when trying to get them to help/respond or provide the service is impossible. Applied for a renewal, money was taken immediately but since then and 4 weeks later, nothing. Tried mailing, no response, tried urgent mailing, no reponse, tried calling (30mins queuing x 3) never answered. Shocking

dont bother applying

tried to do the form and wouldn't let me add my proof of disability so I emailed and customer service said fill in the form and pay and email documents over in a email. I did so and then weeks later said they couldn't process my application as there was no forms attached to the document. I emailed to say they had been sent over and re attached. No one to reply you can't contact via phone. They are happy to take your money but you will not get your card.

well over a month ago I applied for this and I havent even received a email saying they have my documents which they definitely do - huge scam and do not recommend applying

An appalling experience dealing with this company. Their application process and upload system is very dated and clunky. They set themselves lengthy response times and fail to meet these. It takes weeks to get nowhere and emails come back with automated responses giving ever deteriorating response times. So long that the application becomes out of date and is deleted. If you phone an automated system informs you a “maximum wait time is 30 minutes” on 3 occasions I phoned a waited over 40 minutes; which by my calculation is longer than the maximum stated. What a way to treat people with disabilities.

Not sure what’s gone on but the service is useless now !! Would give zero stars if I could !!!!

Used to renew with no issues, this year sent it off in July, heard nothing for over a month. Eventually gave up trying to get through so used urgent email, they said they were waiting for info but no record of when they requested it from me - offered to issue as in at end of Aug so in desperation said yes ….it’s the middle of September and still not arrived so have done nothing all holidays. When it does arrive at least I won’t be renewing again in the summer !

Can I give less than one star? Hugely disappointed that I won’t be able to take my husband to see a concert ever again as he would not be able to manage access without disabled support. Nimbus said he’s not disabled enough due to the DWP downgrading us because they don’t believe us either. What a farce.

Shambolic company. It's quite literally impossible to get in contact with them. In the end we just gave up and won't be visiting. Why attractions insist on using them is anyone's guess! Just utterly awful.

I have held an unchanged Access Card for decades and renewed without problem until this year. The process now claims I have entered incorrect details and won't allow me to proceed so I emailed for help weeks ago. A few days ago I resent my request to the urgent email address promising a two day response, which has now arrived but is exactly the same reply text to the original stating a 15 day wait. It's really not good enough.

I genuinely appreciate the purpose of the Access Card and Merlin Ride Access Pass schemes. In principle, they are progressive and can make attractions far more accessible for a wide range of disabled people.

Unfortunately, the process from application to actually having a usable Ride Access Pass has been far more distressing than it needs to be.

I applied on 6 August for a planned Alton Towers visit a month later. At that point, Ride Access Pass availability still existed for my planned date.

My confirmation advised an approximate processing time of **3–5 working DAYS** (Merlin and Nimbus appeared to provide slightly different information about processing times - but yes, days, not weeks!) and said applications with a specified date of use would be expedited where possible. Applicants are also told not to contact Nimbus to ask for progress updates.

I was not asked for additional evidence until 13 August, supplied it on 17 August, and my application was not approved until 31 August.

I honestly cannot remember whether all of the steps were explained when I first applied. That was nearly a month ago and, like most people, I have had a great deal happening in my life since then. I have had a family bereavement and a health scare during that period, as well as all the ordinary madness of life.

That is actually part of my point.

When I was finally approved, based on the confirmation email I received, I initially thought I needed to wait for the physical Access Card and even considered paying £12 for expedited postage. Only after further investigation did I discover that the physical card is not actually necessary because a digital Access Card is available immediately.

More importantly, I then (re?)discovered that approval is not the end of the process. You must separately download the Merlin Ride Access Pass app, register using your Access Card number, and then pre-book RAP availability for your visit date.

By the time my application was approved and I could access that stage, the Ride Access Pass allocation for my planned date was fully booked. It had still been available when I originally applied.

The process is fragmented across Nimbus, Merlin, attraction websites, emails and apps. I ultimately had to piece the process together myself from multiple sources.

What would have helped enormously is one simple guide, repeated at the relevant stages:

*Apply for the Access Card as early as possible.
Provide the application link, give realistic current processing times, and explicitly advise people to consider completing this stage before purchasing attraction tickets where possible. Processing may take A LOT longer than expected and, meanwhile, Ride Access Pass availability for the intended date can become fully booked. It's 3-5 WEEKS, not days!

*Once approved, note your Access Card number. They need to state prominently in the approval email that although a physical card will be posted, a digital card is available immediately, so there is no need to wait for the physical card before continuing.

*Download the Merlin Ride Access Pass (RAP) app.
Provide direct links to the relevant app stores and explain that you register using your name and Access Card number.

*Pre-book your visit in the RAP app.
Explain clearly — or remind people — that this is a separate and necessary step. Tell people exactly where to do it, ideally with a screenshot.

*Explain how to use the Ride Access Pass on the day.
Point people towards the helpful in-app instructions available once a visit has been successfully pre-booked.

*Allow some time to pre-book the visit.
There may itself be a virtual queue to access the booking system within the app.

Life can be overwhelming for almost everyone, and disabled people, whether those disabilities are immediately visible or not, often have additional layers of paperwork, appointments, accessibility arrangements, daily barriers, vulnerabilities and sometimes ignorance or bias from others to navigate. Clear reminders at each stage would make a real difference.

I am genuinely grateful that the scheme exists. Without it, I would not consider going. My criticism is that accessing the support has been far more complicated and stressful than it needs to be.

Unfortunately, my and my carer's planned visit is now in jeopardy because the Ride Access Pass allocation filled while my application was still being processed — after WEEKS, rather than the DAYS INDICATED. After nearly a month of waiting, providing evidence, trying to understand the process and making plans for the visit, that is deeply disappointing to say the least.

I hope Nimbus and Merlin take feedback like this seriously, because relatively simple improvements to processing times and communication could make a huge difference.

My profoundly disabled daughter already had a nimbus card with a +2 which we tried to renew . They asked for all the documentation all over again. I sent all her diagnoses letters & Pip letters. They had already been sent a detailed letter from a health professional as to why she required a +2 when we originally applied and her disability is permanent. I explained this to them. They took the £15 but over a month later .. no card & no communication. Utterly disgraceful.

Unable to contact them, it’s made incredibly difficult for disabled customers. They tell you not to call, because there is no guarantee you can speak to someone and it’s quicker to email, I emailed the urgent account and got no reply. Looking unlikely I can now attend the festival due to Nimbus delays. The automated response has different phone lines opening hours advertised, email says 8.30am but phonelines are not open until 10am.
I have been on hold since the phone lines opened, the service is terrible and very inaccessible for access customers.

I hope festivals will stop using this service, it’s putting disabled people at a disadvantage.

Ableist tossers. I'm sure they're there to provide a service for businesses to make them more money by refusing access with relevant disabled discounts. Absolute scumbags

I originally applied on 05/07/26 for the Crowds, +1 Essential Companion and Urgent Toilet Access symbols.

I received an initial response relatively quickly asking for further evidence regarding the Urgent Toilet Access symbol. I realised that I had misunderstood what the symbol was intended for, so I promptly replied explaining that I agreed I did not require it and that I was happy for it to be removed from my application.

After hearing nothing for around two weeks, I emailed their urgent contact address. I eventually received a response more than a week later stating that I needed to provide further evidence for the +1 Essential Companion symbol. I provided the requested evidence, only to then receive another email asking for further evidence regarding the Urgent Toilet Access symbol again. I explained once more that I had already confirmed that I did not require this symbol.

I have heard nothing further since.

This delay is now having a real impact on me. Because I don’t have the Access Card, events that previously accepted a letter from my GP confirming that I require an essential companion are now refusing this evidence and will only accept the Access Card.

I find the whole process extremely frustrating. Other disability-access schemes, such as the National Disability Card and CEA Card, were able to assess my evidence and issue their cards promptly. In comparison, the length of time this application has taken, particularly when I have repeatedly clarified that I do not require the toilet symbol, has left me unable to access events that I would otherwise be able to attend with the appropriate support

Terrible to deal with. Submitted SSC award letters, with scoring, showing higher rate ADP award, highlighted all conditions, copies of all disability cards held, including +1 awards but deemed insuffucient and allocated short distance walking only. I cant walk far, need crutches for that, have spinal and nerve damage, severe spinal stenosis, arthritis in knees, feet and hips yet i was deemed able to stand, queue etc. Dragged out over a month and now unable to attend Radio2 in the park as i need ambulatory seating and blue badge parking. All booked now.
Lack of undrstanding, poor service.

Absolutely useless people. No reply to emails and no one answers the phone. Whats the point !!!

Unable to contact customer services to chase up application for nimbus card.
It's been 3 months now since I applied and every time I send an email asking about the progress of my case I just get a computerised email telling me off for clogging up their inbox and told not to keep asking about my card. There's a phone number which is never answered. They've got my £15 but I've got no idea when, or even if, I'll ever get the card. Appalling treatment of disabled people.
This is a ridiculous company. I wish I'd read the reviews first, at least I'd have been prepared for the disappointment.