I wrote a complaint to Thorpe Park (A theme park)?

Question

I was at Thorpe Park the other day, and me and my friends really regretted it for a numerous of reasons.

I decided to write a complaint to Thorpe Park, hoping they would consider my points and maybe work on them, but I'm also hoping that they may be generous enough to give us free tickets to go again, as I really would like to, but I don't want to risk us wasting £35 again.

Do you think they may give us our tickets back, and how long would you say companies would take to reply? Thankyou very much!

Answer 1

I would think that it will depend on the reasons behind the complaint. . . .

Answer 2

I purchased some tickets for Fright Night on the 19th October. I went on the Thorpe Park official site, then followed the links through to the Fright Night page, picked date on the calendar, paid, ticket sent through by email. Great!!!
Today, 2 days before I'm due to take my cousin for her birthday I find out that the 21st is not included for Fright Night!?!?!? Why was this date on their calendar specifically put on for Fright Night then.

I sent an urgent email to the enquiries department expressing my problem and that Wednesdays tickets are no good as the park shuts at 5pm. I needed to change them to sunday so that my cousin didn't have to take time out of work.
I received an email back pretty fast which thanked me for my email, and someone would get back to me within 10days.
Well that's no good I thought.
My partner and i have since spent 5 hours trying to get through to someone, we kept getting cut off, finally we get through only for the woman saying 'nope we should have read the screen properly'
Why put the date on there if it is not part of Fright Night.
We have been told they wont change the tickets, not that they can't but they won't. I am furious!!! I know the tickets say non refundable this wasn't a problem until today as I was lead to believe that Wednesday was part of the Fright Night, but it's not...
Very disappointed

Answer 3

In my opinion writing a letter like you did doesn't have the same impact as talking with someone in person.I'll give you an example.My girlfriend and myself went to an amusement park, and we were there for a few hours when we were stuck on a roller coaster for about 10 straight minutes.The ride operator proclaimed that the ride was experiencing technical difficulties.At that point we demanded that the operators let us off, due to the fact that we felt unsafe going through on the coaster.We were denied the request and were forced to ride through,even though they had not performed safety runs first.This was extremely unnerving ,especially for my girl.
As soon as we were off the ride I went directly to the man who denied our request to exit the ride.I asked for a name and job title, and I asked for his reason for not letting us off.He explained his side, and without taking it further with him went to guest services and spoke with the person that oversees that particular area of the park.We both explained that we felt extremely uncomfortable with our experience, and that we were leaving for the day.We also demanded that we be refunded our ticket price due to the fact that we were only in the park for a few hours.The manager tried to make it right and give us tickets for another day,but I refused.I felt a total disegard to customer sevice at that point.I made it real clear that we would feel more comfortable with a total refund of not only the cost of tickets , but also parking fees.
Bottom line is,dont even think about it, just head to the top person and demand quality customer service.Without us as patrons of their theme parks they would not be in business.It's also important to have everone in your party on the same page if asking for a refund or tickets for another day.It's way easier for them to give tickets for another day than to give a refund.Usually if its a bigger park they will want to keep you as a customer,so they'll want to make it right.Just think of them as a restaraunt.You go in and expect high quality service,and if its not right then ask them to make it right.Waiting until the next day, or writing a letter of complaint is probably not going to get a response.But your letter might just be read by someone with good customer service skills and will help you out.So good luck.
Oh yeah ,we were given a full refund with parking fees included.Now thats good customer service.

Answer 4

i think you will be lucky if you even get a reply .if one of your complaints is that they had a lot of rides shut their attitude is hard luck they are allowed to do this.we had this problem when we went a couple of weeks ago.