Go Ape refusing refund

😆

Ok 40 minutes in the trees should equal a30% voucher at least and tbh given you were rushed unnecessarily I'd say a 50% voucher is reasonable.

10% is a bit of a joke.

Why would you expect a full refund when you had most of the time? It should be proportional to the time you didn't get to spend, if any, since it seems to be different every time you say it.

If you know your party has additional needs then book it earlier in the day, of course it's going to be a rush if they're trying to close up.

Totally understand your frustration. These days out are not cheap by any means. And when you've saved for a special day out like that it's upsetting when you don't feel like you got what you paid for.

We had a very similar experience with iFly in Manchester. We travelled down from Glasgow. 3.5hrs. We had booked the full package for my son, 3 rounds of flying with the instructor, extra for a "high fly" and extra again for video footage of the high fly. Booked it maybe 6 weeks in advance. Arrived there, had his 3 go's and they opened the door to let him out.. I questioned when he would do the "high fly" and was told the instructor who does that has a sore shoulder so we have a different instructor standing in for him who isn't qualified to do the high fly, but your son can pick a tshirt instead. 😅😂 He didn't want a tshirt. He wanted to "fly" and they wouldn't budge, had to argue with them to have my money for the high fly and video footage refunded. They tried to fob us off with money off vouchers too, but how likely is it that we would ever make the journey down from Glasgow again? Especially when we now know you don't get the service you have paid for?

Good grief! Is it really worth this aggro? You had the experience you paid for for the time that you were meant to have. You received a grovelling apology and the offer of compensation. The only misery your kids are going to have experienced from this has probably come from you. I'm very happy for you that you have so much time and mental energy left in your life to make this such an issue but geez just give the poor people at go ape a break. They're just people earning a living and trying to get on with their life. What do you actually want from them?? blood??

I don't actually like the time either at go ape, my children were stuck behind a child for 20 mins who froze once, makes them get annoyed with slow people and not be patient!

'From our timings it does look like you may have had 90 minutes on the course.'

So this in their email to you is incorrect? You had 50 mins on the course?

I think it's awful that they only got thirty minutes in the treetops. Twenty minutes just isn't long enough to get through it all. Such an waste of time, spending twenty minutes of a briefing for just ten minutes in the trees...

You have my sympathies we attended something similar with high ropes. It took over an hour to get on due to various issues. Ds had a meltdown and had to come off. I complained there and then. Company offered us a free re try later in the day when it was quieter but said if ds couldn't cope they would refund his. Although not ours as we could have done it! And presumably left the screaming autistic child to watch🙄

So now are you saying you only had 40 mins in the trees?

Is it? Because you’re saying now it was 40mins and not 70mins.

So how much time did you have because its been an hour, 45 minutes, and now 40 minutes?

I think you’re being unreasonable - at our last session it was really clear that your time started once you’d had the safety briefing and you had one hour however quick or not you were. There was never a guarantee re how much of the course you’d get through.

A 10% discount for an organisation that claims to be disability friendly but didn't follow the procedures that make things disability friendly is an insult. People can quibble about time in the trees all they want, but the fact is the experience is not what you were expecting because it wasn't as advertised and the experience was not worth £60. Presumably you won't be going back for £54 either.

The two hour slot is so that GoApe can make sure they have adequate time to get everyone safely up, around and out, so it doesn't get overcrowded. It will take into account people that need longer to get ready, and people that ask a lot of questions. That's the maximum time you should expect to be there.

You are just changing the truth as you go along you had 70 minutes in the trees. Because people aren't agreeing with you you are know saying it's 45 mins. Just accept you misunderstood and it's not a 2 hour slot and be grateful for the voucher.

if you had 45 in the trees, you only missed out on 15 mins of time? its not great but what they're offering to make up for that is reasonable.

You're not making sense. You said before you had an hour in the trees and now you've changed it to you didn't have an hour. Which is it. The two hour slot is irrelevant as that is time that's set aside for safety briefings etc

OK, so let’s say they time it as 20mins for a safety briefing, an hour in the trees and let’s assume 10mins to hand back the harness, leaving 30mins contingency for delays on any of the above.

You had 20mins safety briefing, an hour and ten minutes in the trees and assume 10mins to hand back the harness. So 20mins left to spare, which you could technically have spent on the course if they hadn’t been rushing you.

Your timings don't make sense. They normally write on your wristband what time you start. What time was written on the wristband and then what time did you actually leave the rope course. If that genuinely was only 45 mins then I agree you are entitled to at least a partial refund.

I think the issue is how feasible the voucher makes it for you to go back and try it again. Ideally it would be a voucher for a full go round (I have a kid with ASD and saying the whole experience was ruined is not going to be an exaggeration), but if it isn't can you afford to go back with the voucher? Would you in fact go back if you were sure to have the allotted time?

Your response here was that you had a full hour in the treetops.

Now, because it's not going your way, you are saying it's 45 minutes.