Access Card Reviews 631

Quick response, helpful service, plain speaking

Made the online application (slightly close to the event date!). Received an email promptly asking for further info. Replied on a Saturday and by Sunday morning had received the Digital Access Pass code and a nicely written and helpful email.

What an amazing company. My son told me at short notice that he wants to go to Thomas Land to celebrate his birthday. He has Autism and is becoming very anxious and uncomfortable when waiting in busy queues/crowds. I applied for the Access card today, but didn't realistically expect that we would be able to use it tomorrow. Within an hour I had heard from the Access card team who have sent me a digital number that we can use tomorrow. Unbelievable! It's going to make my son very happy that he can go to Thomas Land, but thanks to the The Nimbus Team, he will have a much more comfortable and less stressful experience. Thank you so much!

Don't use this company. There customer service is terrible. No one answers the phones. No one emails back. They just send generic garbage that has no relevance.

It really sad to see a company that should be supporting people with accessibility needs treat them so bad!

I would say to any company thinking of joining this service to DENFINATLY AVOID THEM!

The process seems really straightforward and fair. When I spoke to individuals they were extremely pleasant and explained the limitations, rules and process. A delightful experience for what is not a very pleasant clinical condition.

After completing a detailed application and being approved for a card I needed help in order to upgrade the postage as the link in my confirmation e mail would not work. I found it relatively easy to find a way to get urgent help as the issue needed resolved immediately and I was given excellent service and help within half an hour. The team were very polite and helpful and I’m very grateful to have solved my issue. Very grateful

Terrible experience especially given that this is supposed to support disabled people, they have no idea what they’re looking for, my daughter had physical disability’s and I asked what more evidence they needed to see and they couldn’t even say what they needed, discrimination at its finest and if I was a company looking to use this as the measure then I wouldn’t

It’s a helpful card to have to gain better support at events. The process makes you really think about your disability challenges and the cost is good value for money.

High-quality team, efficient handling of user needs

Today I called the customer service line at Nimbus and spoke with a lovely lady named Hawa. She was kind, helpful, and understanding. She explained everything about the access card very clearly and made the whole process easy to understand. I really appreciated her excellent customer service.

I regret not reading the reviews before applying. Nimbus Disability (also known as the Access Card at accesscard.online) operates on rigid, automated rejection formulas that ignore genuine government-issued evidence. Their assessment criteria are completely unfair and unhelpful for families with complex logistics. I have withdrawn my application and demanded a refund. Avoid this company.

The service provided by Access Card was very informative and helpful to my needs. The questions were sometimes a little too much open to interpretation and not specific enough.
The feedback in order to collate and complete the questions and complete the areas needed on the form were easy to rectify so was no problem at all. Thankyou for your time and patience Michelle Reeve

DISCRIMINATION!!!!!!!! My daughter has evidence of several diagnoses including bipolar 2 and Autism. Can she go out on her own - NO! She had started to manage to attend small theatre events with a trusted friend, this made enormous difference to her. Despite providing the same evidence as she did before plus additional recent evidence from a psyhciatrist it was turned down a few months ago. We noticed a decline in her mental health and yes you have guessed it - it was because she didn't get her access card renewal! This is an unregulated service and an utter disgrace!!!!!!!!!!!!!!

I’ve used my card a few times, and when I forgot to upload an item to renew this time. access Card team contacted me immediately.
I sent in the document they needed and literally within a couple of days, I get an email (which is written in a kind caring yet professional manner) to confirm my card is processed and will be here soon! Any contact I’ve had with the team as well - they’re lovely and so helpful! What a tremendous service.
Thanks guys at access card

I am extremely disappointed with Nimbus Card, an organisation that claims to support disabled people, yet my experience has been the opposite.
Despite having had a companion approved for many years by Nimbus themselves and being registered with almost 50 theatres where I have booked tickets with a companion, Nimbus decided not to award the companion symbol on this occasion. They stated that, according to them, it is not something I am allowed to be awarded, despite the extensive evidence I provided showing my long-standing need for a companion when attending venues.
I have multiple long-term disabilities and conditions that require the essential support of a companion when attending venues and events, including spinal osteoarthritis, sacroiliac joint dysfunction, plantar fasciitis, fibromyalgia, osteoarthritis in my hands and wrists, hypermobility Ehlers-Danlos syndrome (hEDS), and PTSD. Without a companion. it is not safe.
They also continued asking for more and more evidence even though I had already submitted substantial documentation. Their process created unnecessary barriers, imposed additional administrative burdens, and resulted in disabled access needs being subjected to excessive scrutiny. Their process is dismissive, exhausting, and unnecessarily obstructive.
I have sent Nimbus Card many emails to complain about the way my cases have been handled, but they have not offered any solution complying with the Equality Act 2010. On one occasion, they stated that they were going to send me the card, but the card never arrived. I complained about this as well, yet again received no response. The lack of any effective complaint system or accountability process is extremely concerning for an organisation that claims to support disabled people.
What makes this particularly concerning is that the Equality Act 2010 places a duty on service providers to avoid discrimination against disabled people and to make reasonable adjustments to ensure disabled people are not placed at a substantial disadvantage compared to non-disabled people. A companion or essential companion arrangement is a reasonable adjustment that enables disabled people to access theatres and events safely and equally.
Theatres and venues that rely solely on Nimbus Card assessments while disregarding substantial existing evidence of disability-related access needs also act contrary to the principles and duties set out in the Equality Act 2010. Service providers have their own independent legal responsibility to consider reasonable adjustments and accessibility needs fairly and individually. Delegating decisions entirely to a third-party scheme without properly considering existing evidence or long-established companion arrangements risks creating barriers for disabled people rather than removing them.
Ignoring extensive evidence of an established need for a companion, while creating additional barriers and repeatedly demanding further proof, can amount to discriminatory treatment. It places disabled people through unnecessary stress, scrutiny, and obstacles when trying to access services that should already be accessible.
This experience demonstrates a failure to recognise and appropriately accommodate well-established access requirements, despite extensive supporting evidence and a long history of companion approval across numerous theatres and venues.
Experiences such as this result in disabled people being unsupported and invalidated by an organisation that is supposed to advocate for accessibility and inclusion.

Fantastic service and quick too. Very helpful. Thank you

I realised that my Access card had expired as I was booking my annual seats in Liverpool M&S Arena. I quickly went online & started the ‘Renewal’ application (as my needs hadn't changed, it took 10 mins tops!)& within the hour I received a confirmation email & ID number. EXCELLENT SERVICE & SUPER FAST RESULT! Thank you so much.

So grateful for the access card as my daughter struggles in crowds and there are so many venues that provide support and acknowledge not all disabilities are immediately visible.

Also the application process was very easy and allowed you to upgrade delivery to next day if you wanted the card urgently.

Thank you very much Access Card Team.

Very easy process to complete Access Card they described what was required and I received my card within days. I am so happy with the service.

Fast efficient service. Great help from the Chequers Mead Box Office staff.
Thankyou