I am writing this message to describe the sadness and disappointment I experienced upon visiting the Legoland Park in Windsor on the 2nd of April.
To provide you with some background information, I visited the amusement park as part of an eagerly anticipated birthday gift for my ten year old cousin. We bought tickets both for him as an avid Lego fan, myself and two further family members.
Firstly, I’d like to address that upon booking the tickets, the website advertises that the amusement park is ‘wheelchair friendly’ and accessible, which pleased me greatly.
Being a wheelchair user myself with a physical disability it was refreshing to learn that the park had seemingly modernised its approach to inclusion and equality. Their website describes further how it has been ‘designed with the needs of guests with disabilities firmly in mind, which caused to believe that I could partake in and enjoy a fun-family day out, despite my medical condition.
As I have full control of my arms, and believe I am a highly independent adult (being twenty) I assumed that the theme park, targeted towards children half my age and below would contain attractions that I could enjoy and easily experience.
I thus created a booking expecting freedom upon the rides and around the park itself. I do not require a carer in my day-to-day living, so didn’t think it necessary to bring one, however my parents who drove the eight hour round trip to the park who accompanied myself and my cousin primarily for his safety, were more than happy to help me if any issues arose.
Whilst calling the booking line, I was advised to ‘bring proof of my disability’ to Legoland in order to be admitted inside. Upon reassuring the gentleman about the fact that I was wheelchair bound, he responded ‘that should do it’.
The comment was harmless, however I find it ironic that there is such a high emphasis placed on the individuals obligation to disclose their health conditions with ‘proof’ and documentation, where frankly I believe that Legoland does not fulfil it’s promises of ‘fun for all’. I was asked on this booking line, both to fully disclose my needs and the legitimacy of my carer; whilst at the park itself, the staff did not ask if I required assistance or give any information surrounding how I could enjoy my experience at all.
The gentleman on the phone was also unsure/unaware of how to advise me on what I was and was not able to do at the park, again assuring me that it was fully accessible. I assumed this also included the interactive rides (and main components) of the theme park, as this is what the ticket promises and the fee entails. With all due respect, I doubt that anybody would pay the cost listed on your website to browse greenery and architecture only.
Probing the staff member more, I was told, that his vagueness surrounding Legoland and evasive nature towards my questions stemmed from the fact he ‘had never actually visited’.
Accepting that he could not provide me with the information I was seeking I booked the tickets for a gift and hoped that the park would deliver on the ‘awesome’ and ‘fun filled’ experience described.
Upon arriving at the Resort, I was pleased to find disabled parking spaces and only inferred that the park itself would also cater for the wheelchair bound individuals that the areas are intended to aid. I deduced that if Legoland is willing to design and care about the finer details of an accessible car park, it was certain that they would also continue this level of care among the main attraction itself.
During the time I spent at the park I found myself having to inquire on every single ride whether I could join my young cousin. The third staff member I spoke to asked if I’d been approached by guest services.
Asking what guest services was, they told me that I could gain easy access to rides through ‘Q Bot entrances’ after the consent of guest services themselves. I received this information only after queuing for multiple rides, two hours into my visit, having enjoyed only one ride successfully.
Disappointingly, and to my cousins dismay I was refused entry onto every ride in Legoland’s resort bar two.
The reason given by countless staff members and ride attendants as to why I couldn’t experience the ‘fun for all’ was because I could not walk.
I understand that they are governed by health and safety regulations and agree that, individuals cannot be placed into any danger on rides.
However, I find it a great shame that the measures taken to improve accessibility around the park such as lifts to access the most up-and-coming rides and widened access points are tarnished by the inability to actually go on them.
Wheelchair accessible and disabled friendly means two distinct things, sadly, I believe that Legoland Windsor has only scratched the service insofar as providing basic amenities compared to the revolutionary thrills and interactive experiences it provides those who are able bodied.
I agree with Legoland’s statement of equality for all guests and so, was more than happy to pay the ticket fee of fifty two pounds. It is again, a great shame that seemingly the resort only acknowledges the equality of all upon receiving their money.
I did not feel equality whereby I spent six minutes on attractions compared to my cousin who spent the entirety of his time on rides (around three hours)
I did not feel equality whereby my parents had to accompany me near the entrances/exits of rides as we were left to watch our relatives have fun and wave from the sidelines.
I did not feel equality during the humiliating experience (in front of a queuing crowd of adults and children) whereby I was allowed onto the third ride of the day, then asked moments later to exit it, again because I could not walk. I was left with no other option than to struggle back to my wheelchair having left it at the gate after being allowed inside the ride.
Being unable to walk and a wheelchair user, as I was told I had to leave my wheelchair at every gate near rides I wonder how staff expected me to access anything at all.
Do you think wheelchair bound individuals should be subjected to vulnerability and the impossible task of entering rides without their only outlet of mobility? How is this expected?
It is impossible to both reach rides and get onto them.
The simple segregation I felt, being left to only watch my family make memories and enjoy themselves both shocks and worries me. I wonder how many other people, and young children have been left lonely and separated from their family and friends, not being able to have fun and participate just because of their disability/disabilities.
If I was younger, and had been asked to exit your NinJago ride publicly moments after gaining access, I would have been inconsolable, depressed and simply, I would have blamed myself, whilst not feeling worthy of the enjoyment that others are entitled to because of my condition.
The rides and attractions detailed on the ‘accessibility’ leaflet which I received after I had entered the park and seeked the help of guest services, told me which rides I could and could not venture onto.
The information is not easily accessible on the website or on any prior booking literature.
Again, I commend Legoland for the fact that the majority of their park is flat, and wheelchair friendly however, wheelchair accessible it is not, (unless you assume that shopping and viewing Lego figures around the area is the ideal theme-park experience).
Upon the rainy day I visited many of the wheelchair accessible rides (I use that term loosely) were closed, including Mia’s Riding adventure, The Legoland train and most of the rides surrounding water. Narrowing what I could enjoy down even further.
Do you still think that a fee of fifty two pounds is justified when 80% of the accessible rides infact, cannot be accessed at all?
Not loosing faith, as a family we decided to visit ‘The Dragon’ rollercoaster. I had been able to enjoy this ride in a prior visit and it was highlighted as suitable on your literature - Again I assumed wrongly, it would be fine.
Following the signs for the lift as I began to queue, my dad pointed out a green barrier that was placed near the lift entrance.
There was no signage to warn of a lift fault, or that it was in any way out of order. We asked the nearby shop assistant for the Dragon ride if the lift was in fact working and he declared ‘I don’t know anything if it is’.
He then asked his colleague who again, couldn’t confirm or deny whether the lift was safe or not. Separated from my family once more, I awaited the manager to give me more information. By the time the gentleman arrived, my family were boarding the carriage, so I gave up any hope of joining them.
I was then told ‘the lift goes up but doesn’t come back down.. so it’s up to you’. I of course, did not enter the lift, but suggested that the staff should be made aware of the problems and the fault actually be signposted.
Following the brochure’s advice, I found that the only thing left to experience in the park was ‘The Star Wars’ static model experience, essentially, it was what I’d been doing for my whole day. Travelling around the park looking at Lego.
The brochure also contained rides that specified that you must be able to walk/stand unaided to enjoy them. As I cannot walk or stand (consequentially that is why I use a wheelchair) I was left with no options on the day but to be a voyeur.
Many adults and young people cannot stand and walk, therefore I think that it is misleading that Legoland creates criteria that is near impossible for people to fulfil before punishing them and their experiences. For example: Why create a lift for a ride which can be accessed without the person standing and then demand they must walk to actually go on the ride itself?
Doesn’t the whole experience where excitement is meant to built lull people into a false and anti-climatic situation. Believing the lift will signify the correct level of facilities for them and their wheelchair, changes almost immediately to denying entry and extreme sadness.
After feeling deflated and frankly, inferior and discriminated against, my parents complained to your management. The young man understood and stated ‘he could not argue’ with our misgivings towards the lack of knowledge towards complete accessibility and how excluded I was on the family day out. He kindly, refunded my ticket price (after I refused his first offer of a voucher of twenty pound for the LegoShop) as I had spent approximately ten minutes (out of my whole day) on your attractions.
He offered my family, free passes to your resort. However, I was again left out as I physically cannot revist Legoland Windsor.
If the correct information was given to me via the telephone when I booked that not all rides were suitable for me, I wouldn’t have felt as shocked and dissatisfied as I did on the day. Like every able-bodied visitor, I would have clarity and be knowledgable surrounding what Legoland Windsor could offer me.
I cannot visit Legoland Windsor again, both with my family present and future unless I am prepared to just sit and watch them have the fun that I am denied.
My humiliation, constant feeling of becoming degraded and below what is normal; left me bewildered and scared for the countless number of disabled children who visit the park daily.
Please, if you are visited Legoland with a individual with disabilities, do research as much as possible and or, find an attraction more suitable for their needs.