I've had my gold pass for 4 years now. While the value for money has been good, the annual pass system has been dire. My pass has been unusable multiple times and needed reprinting for not scanning on the gate. Sometimes this takes half an hour detours, having to do security multiple times. I've had to make phone calls and more to try and fix it. Currently my discount scan is broken but it works on the gate. Whatever software they use under the hood is creaky as hell and has given me a terrible customer experience. I don't expect it to ever be fixed. I think I'm on my 5th physical pass in 4 years. My partner has also had issues with his and had to travel from the London Eye to Tausauds to get his pass reprinted so he could use it.
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