Access Card Avaliações 593

I had to give 1 star to write a review. The service is disgusting. I applied for the card on the 1st March explaining that I need level access as I use an electric wheelchair. On the 10th March I sent copies of my pio award, blue badge & driving licence. Every day since then I have received emails asking me to confirn my needs. I have tried phoning them but no-one answers the phone.
I thought this scheme was set up to help disabled people? Their level of incompetence is beyond belief.

Absolutely appalling service. We are still waiting for a response to our FOUR email requests for an update on our daughters access card application. Dont try and call them because they dont like that unless its "urgent". Clearly states that if your application is a month in the making then they will bin you off! Ours is now approaching that amount of time so thats £15 we will never see again! Access card team, can you either 1. Send us her card. 2. Respond to our email requests for an update. Or 3. Issue us a refund! Its not hard!!!

UPDATE:
No resonse to emails but Access card has now arrived!

Everything was straight forward and easy ...Question were to the point and not to intrusive...great efficent service

Despite me making a few mistakes on my application form the team at Access were very patient and guided me through to a successful outcome

is it just me or are they so sticky about the +1 so i don't receive benefits but in my medical letter i submitted it stated that i need a +1 with me as being a type 1 diabetic i need someone to help me in case of hypoglycaemia where if i don't receive help i can pass out and the email i received back was "we don't feel you are entitled to this." so how is that making it easier or safer for me to manage public places?

I applied for a digital access pass, for my daughter, to support needs related to her disability.
While I understand the need for verification, I found the process unnecessarily obstructive due to repeated requests for additional evidence, despite already providing medical documentation.
I was informed that their policy stated an essential companion ticket could only be provided if paid support was required to aid my daughter. This is not a lawful test under the Equality Act 2010, and if applied, would discriminate against disabled people who do not qualify for funded care or who manage conditions with informal support. There is no requirement within the Act that support must be delivered by a paid professional.
The delays and lack of flexibility significantly increased my daughter's stress levels.
I would recommend Digital Access Pass review their procedures to ensure they are inclusive, proportionate, and aligned with equality legislation. Clearer guidance on evidence requirements and greater flexibility when assessing applicants with complex conditions, would make a significant difference.

I had to challenge the decision multiple times and provide further clarification before the application was finally escalated and the correct symbols were added. While I am grateful that the final outcome reflected my daughter’s needs, the process to reach that point was unnecessarily difficult.For families dealing with complex medical conditions, the system should be more flexible and responsive to specialist medical evidence. The burden should not fall on parents to repeatedly argue for adjustments that are clearly linked to documented health risks.The Access Card itself is a helpful concept, but the assessment process could be improved to ensure that medically vulnerable children are not initially denied the support they require.

Very very efficient. Quick response and easy form to complete

Made an application, send documentation all within a week. I called to request the details of my card while I was waiting for them to “print it”, so I could make an event booking asap. The person-his name was Grant-I spoke to was extremely efficient, kind, understanding of my situation , and he was so helpful that he got it all completed and approved immediately on the phone! Gave me my information and a virtual card emailed also! Thanks for everything once again, and I’m very glad I took the time and completed the application with you! Once again, THANK YOU GRANT!

I really want to give the team a positive review because this card has helped me so much but I can’t.

They changed the system surrounding queuing symbols - which I understand. However, they did this without telling me. They removed any sort of queuing adjustment that I need without consulting me and I only found out by chance.

It’s been incredibly stressful trying to get any sort of response. You can’t phone, as it’s reserved for those without email access. Again, I appreciate this.

When you do email, you have to wait two weeks for any response when they just recycle the same questions you’ve already answered and don’t help. A month later, I’ve received two email responses - that seem to be just general templates - and I’m no further forward.

The company has done incredible work in supporting those disabilities but their process, customer service and system is not fit for purpose. It’s a real shame.

I had the same issue when I tried to renew and I sent lots of useful feedback but I was ignored. I’m dreading my renewal next year.

Total crap, don't waste your time.

Lots of great things about the access card including use syncing across many theme parks and event venues but negative is the limitation of the symbols. For example, I have a condition which impacts on verbal communication meaning I sometimes use AAC , need to use relay UK for phone calls etc. having a communication difficulty/ aac user symbol option would be really helpful

It was very complicated and was asked to get a up to date pip letter which I did and a heart letter to state I got heart condition but they wanted more proof of my illness but I had none ,I got a pass for merlin before and its always be straightforward but on this site it was not straightforward ,and also i found it harder to know what to cluck on paultons website to apply for the paid cared as their two different ones

More than helpful on a number of occasions trying to put a new symbol on my son’s access card not just once but twice and they changed it and reprinted with no trouble. Lovely customer service and very happy thank you again!

Straight forward, very good communication! Thank you!

What a waste of time did not state ANY FEE until the end a waste of 2 hours time with a con artist. I see all the negatives so they take your money then do not provide the service.

Quick to respond, even whilst I imagine they are going through the busiest period yet, unfortunately our renewal fell right when Merlin changed their access requirements so I expected a delay, however they were well within the time they'd originally quoted.

The staff are friendly, polite and knowledgeable, I hope people will listen to reviews like mine that are a real reflection of the help this company gives to families who need it, rather than the ones written out of misplaced frustration.

Thank you AC

Absolutely brilliant experience and definitely cheap for how much they help you. Very quick to reply to me with the application and my email, thank you very much