To complain about theme park visit even though we got free tickets?

[Glitterknickaz]

Hi all. I have 3 kids, all with SN.
DS2 wanted to visit Chessington for his birthday. Thanks to Merlin's Magic Wand Charity I was able to get tickets foc, for which I am really grateful.

However, when we went yesterday the day was really not that great - mainly because of their disabled provision.

Firstly when we arrived in the car park the disabled spaces were on a slope. Not too much trouble for us as DS2 isn't particularly heavy in his wheelchair and we were able to get him up the slope, but I ended up having to run to the aid of the lady in the car next to us - both she and her husband had wheelchairs and she transferred from the car into the wheelchair and went straight down the slope nearly ripping the car door from its hinges. I had to pull her up the slope (adults in wheelchairs on a slope are heavy!)

Also it didn't directly affect us because DS2 is light and we can carry him, but a lot of rides had stairs to access which meant that for many wheelchair users they were completely unaccessible.

The kids were also given the exit pass wristbands for getting onto rides. We found the 'big' rides ie the Bubbleworks etc were really good with these passes, but the kids can't really cope with a lot of the bigger rides and preferred the smaller attractions ie the tiny trucks, dodgems, carousel etc. The attendants of these smaller attractions completely ignored us at the exit with our wristbands and when I spoke to them told us we'd just have to wait (which is not park policy). Thing is I know some believe the exit pass scheme is unfair but if the park operates it then surely the ride attendants should observe this scheme not completely ignore it? As a result we had several major autistic meltdowns to deal with which took a large chunk out of the day and meant we didn't have much time for trying to access other rides.

I think I found the day so disappointing because I have previously been to another merlin park - Legoland - and the experience couldn't have been more different.

So yes the tickets were free, but DS2 really didn't enjoy his birthday treat. Should I complain given that the tickets were free? I don't want to seem ungrateful because I think the magic wand scheme is fantastic but really the disabled policies and facilities really weren't that great.

[RedRedWine1980]

Complain because although you got free tickets they will want to know if their access is less than ideal, and it will hopefully help others in the future

[Nymphadora]

They need to know their schemes aren't working. Maybe you need to word it, Thank you for the tickets but unfortunately....

[FairyCakeBump]

If you don't complain, they'll never know there was a problem and can't do anything to fix it.

[OhYouBadBadKitten]

I wouldnt complain, I'd send a feedback letter, thanking them for their free entry but suggesting where they could improve disabled provision.

[LittleMissHissyFit]

I'm assuming that some disabled people would have to pay to go there?

Then tbh, a well written review of the issues you found visiting the theme park would go a long way to help the management better cater to their customers.

[chorltonandthewheelies]

Yes I would complain, because they may review their policies, but dont expect much in way of an apology if my experience is anything to go by.

We paid a small fortune to go to Alton Towers and had no problems on the first day, on the second day when we returned we showed our blue badge to the car park attendant so we could go to the disabled car park. He leant in and said well whats wrong with you?!! We explained that we had a DS 5 who has a rare syndrome was in a wheelchair and on oxygen - was that disabled enough for him? He said - well you get so many people who are at it!!!!? WTF

Not happy wrote a letter of complaint about his attitude and got a standard letter back about the parks policies.

[rainbowinthesky]

It's irrelevant that the tickets were free. I agree that you should write detailing the issues you had as a matter of information rather than complaint.

[Glitterknickaz]

Ok thanks.
I really don't want to seem ungrateful for the tickets, that's a really important point. The policies and facilities though really were disappointing.

[runnybottom]

You can say that in your complaint, that you are grateful for free tickets but that doesn't change the facts.

[BigBadMummy]

rather than complain why don't you write a letter of constructive criticism? More I like "I thought you would like some feedback on my experience of visiting with SN children".

You never know, they might invite you back to walk through with them and get some more freebies.

[kitbit]

Yes, give feedback. It's not about the tickets, it's about the experience. And ..well what FairyCake said

[Runoutofideas]

If you send the feedback to Chessington rather than the charity then you won't seem ungrateful for the tickets....

I think you ought to make your points though and it's a shame your ds didn't fully enjoy his birthday.

[Xales]

I think there are 2 seperate issues here.

The access needs to be changed if people are unable to access rides or get into the park safetly in the first place.

I was at Chessington yesterday and I have to say I didn't notice any of the disabled people who came up to the exit gate having to wait more than 1 or 2 rides maximum in order to get on the ride.

[ben5]

complain so others cn have a good day. sorry it spoilt your sons day. ds2 in autistic melt down now so will have to go but will watch with intrest

[Glitterknickaz]

Xales the 'big' rides - Dragon Falls, Bubbleworks, Vampire etc were really good with exit passes.

It was the smaller rides - carousel, most of Toyland actually that were ignoring the bands.

[Xales]

Yes I read which rides were good and not.

My 9 year old DS decided he wanted to go on the dumbo (pink elephant) ride and the small car ride. People came to the exit gates of both of these while we were in the queue.