Merlin Annual Pass

3.00 stars

27 Reviews

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rachael's complaint against Merlin Annual Pass

rachael Jou


[LAPSED] Verbally assulted in park, merlin done nothing about it

Complaint against Merlin Annual Pass

We were at alton towers having a lovely day out, untill a member of staff, with a alton towers staff badge verbally assulted and threatened me, while we were both in a queue, Upset all 3 of my children, and left me badly shaken having been verbally assulted and threatened with physical violence, security was called, the staff member was escorted off the premises, and i was given a cup of tea and 10 donuts to calm me down, i accepted these as i was shaking and we had to drive home, however i didnt realise merlin would class this "good will gesture" as a good enough apology, I have complained to alton towers directly as well as merlin but have not recieved a satisfactory response, we were merlin pass holders (merlin vip pass) who didnt want to return to the parks again so we didnt renew the passes on expiration and they can also see pass use almost stop after that event, contacted merlin again recently about buying another VIP pass and we just wouldnt use alton towers, i dont feel safe there after what happened. but we cant because our pass expired and there is a waiting list for new passes, i feel a satisfactory response would be to allow me to purchase the passes, to regain my trust in merlin theme parks, i just dont feel safe or able to return to alton towers at present, we cant use normal passes/entry tickets as my sons disabilits are so severe he cant even use theor disabled access queue, the fast tracks are the only possibly way for him to access the rides and even then he only makes half the 10 min queue, his special school has his attention span recorded as improved from 0.5 of a second to 1.6seconds! so a wait of 10 mins is torture for him, i decided against seeking compensation for the mental distress i was caused by their park employee, and just feel i should be able to purchse the passes i wouldnt have allowed to expire had that event not occured! (we live far away from the other parks and were in shock thinking if we cant go to alton towers then we shouldnt renew the passes, If that event had not happened we would still have valid passes, and its on that basis i feel we should be put back in the position we were in before that event

  • supporters 0

Lapsed. rachael has not responded in 90 days

  • Comments (3)

[User Deleted] | | VERIFIED

Dear Rachael, Thank you for your message. Please email us at [email protected] and we will be able to look into this issue for you. Regards, Merlin Annual Pass Team

rachael Jou | | VERIFIED

User Responded via private message

[User Deleted] | | VERIFIED

Dear Rachael, If you would like to discuss this further please contact us via the above details. Regards, Merlin Annual Pass Team
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