We applied for a Digital Access Pass for our disabled children, which was a very comprehensive process, requiring a lot of evidence and ID, but they were granted. We were given 2 Essential Companions, Standing and Queuing, along with Urgent Access to Toilets. We were given the cards to log our time rides, wrist bands and entered the park.We had successfully used the passes and the kids were enjoying themselves, despite struggling with the heat and sensory issues. On the afternoon, they had asked to ride the Avalanche. We couldn’t see the Quick Ride Access entry point. I asked a member of staff near the ride; he was unable to help and directed us to the Alpine Fast food place (right opposite the ride itself). This was around 14:00 - 14-30. I spoke to a female member of staff that informed us there wasn’t a rapid access entry for this ride. She informed me that, she used to work on that ride and that if we joined the queue now, she estimated that we’d only have to wait around 20 minutes. I showed the member of staff the rapid access pass and said there should be a rapid entry point, as there was only 2 rides on the park that didn’t have them (Ghost Train and Krusty Krab), and this ride wasn’t one mentioned. She told me the access pass we were given was old and incorrect information, she insisted there wasn’t one and so we joined the queue. This kids really wanted to go in this ride. After waiting over 40 minutes in the queue, with 2 very overstimulated children, we entered the stalls as we were next on the ride. Only to look across and see there was a rapid access to the ride. After leaving the ride I spoke to the female member of staff that had told us there wasn’t no rapid access entry. To inform her there was and point out the tiny, very easily missed sign at the back of the ride. I did this, as I didn’t want any other families to have this experience, so I quickly informed the park manager of this too, before leaving the park. I told him about one member of staff not knowing at all and not being able to help, so he directed us to another female member of staff, who not only gave us incorrect information, but also advised us that there was no rapid access to this ride. He advised me to write this email to make you aware of this. After waiting in the queue, one of our kids was completely overstimulated and wanted to leave. Our other child went on one more ride and we had to leave. This spoilt their day, completely. Having Autism should not mean they can’t enjoy their day out like everybody else. This is why we went through the extensive process of applying for Digital Access Pass to try and ensure reasonable adjustments were in place. This is part of the Equality Act 2010, meaning they should be able to access the park like everyone else and enjoy their day. Unfortunately, we left the park early and returned home. Very disappointing, prior to this, our children were having a good time. One that we still payed £100 for and didn’t get the full experience they should have.
Claim your business profile now and gain access to all features and respond to customer reviews.
