Access Card Reviews 586

The team were great to assist and so prompt with replies.

Unable to complete application despite having an official diagnosis that has been accepted by multiple other services.
Asking someone who is physically unable to fulfil your demands is very unethical and has resulted in my access becoming more limited rather than opened.
The responses I received by email was very unhelpful and my application was never followed through by the same person. It was extremely stressful and having someone doubt my disability makes me feel even more worthless than usual.

The team were really good in helping guide me towards what documentation I was required to provide.
The responses were prompt and clear and eventually they were able to process my application.
Great service and really glad it is in place as it helps so much for my daughter to attend when she is able.

Have had a really positive experience with the online staff helping me and replying to my queries when filling out my application form. They are friendly, informative and reply quickly. You can’t really ask for anymore

The communication and ease of application is really good. They are so helpful and keep you updated on the process and progress. Couldn’t ask for more. A really great fair system to help people who have additional needs.

I completed application and had not provided enough info got an email and was unsure. however contacted company via phone and they talked me through it. Spoke to a lady called Charnade ( forgive spelling)who was professional, kind, very patient and empathetic would have been 5 stars but info request email created stress

We applied for an access card for our five year old daughter and required it quickly as it was an impromptu booking (to Alton Towers). The team were so helpful and really accommodating… they processed our application quickly and ensured it was all actioned and completed in time for our visit. I would highly recommend.

I was not sure how to apply for this. Customer service were amazing. So helpfull and efficient. Never waited long for response. Once accepted. Had my card number within the hour.

Absolutely fantastic service. Applied for the Nimbus card late on Friday afternoon and confirmation was received mid-afternoon Monday. cannot rate Nimbus more highly. Thank you so much.

I've had an Access card since before Covid and previously I would have said they're a great company. But unfortunately, things have gone downhill and they're not as good as they used to be! I recently applied for what should have been a simple renewal, as my needs haven't changed. But it took 7 weeks and 2 complaints for them to look into my situation, and I still haven't got the right symbols but I've just given up trying.

The first issue started because they've changed their renewals process but haven't bothered to update their help pages. This took 2 weeks for them to resolve, and the answer was to just ignore the help pages/FAQ section.

Then the second issue was that they assessed me as not needing any of the symbols I've had previously, despite my needs not changing and sending in evidence to support this. So I sent in more evidence which they didn't look at for several weeks until I put in a complaint because I had waited so long.

Then they sent me a reassessment, which said that I could have most of the symbols I needed - but I was now not eligible for the only one I had been granted the first time, since I apparently hadn't sent in enough evidence for that. Well, I hadn't sent in any less evidence so that didn't make any sense! But it just shows how little they care and they don't pay any attention to what they're doing.

After another complaint I got most of the symbols that I needed so I just gave up and accepted it. I really need my card for the Easter holidays, and I started my application in February so that should be loads of time. But no, they've now said I might not get my card by then - unless I send them a lot more money and then they'll do a priority service. They've caused all of the delays but they didn't offer any discount on this to make up for the terrible service I've received so far. So I've paid for the card, then had to pay almost double for the priority service just because they have taken 7 weeks to assess my application (and still haven't done it correctly).

If there was any other way of getting disability accomodations I'd strongly recommend using them instead. Unfortunately, Access Card have got a monopoly in this area as all of the major companies use them. Therefore, they have no incentive to improve and they're getting away with giving terrible service.

Find it hard to believe there are some one star reviews but my experience was an easy one, easy website to navigate, easy to upload proof of medical conditions, friendly rapid responses to email correspondence and access card granted within 24 hours

Really easy to deal with, website easy to navigate and team very rapid with response times.

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.