So.......yesterday I took Josh and his mates to Alton Towers. We had a great day until it was ruined by a horrific incident. When on Nemesis for third time, Josh wasn't restrained in properly. He shouted for an assistant and was ignored. The ride started and Josh basically had to cling on for dear life. He got off the ride inconsolable and incredibly shook up. I immediately asked for the manager of the ride and was asked 'why?' I explained and they got me the manager. 'NO APOLOGY' he asked which member of staff fastened Josh in and removed her from the ride. He tried to pacify me by telling me that the ride wouldn't have started had he not been fastened in. I explained several times to him that whilst the clip was fastened to the overhead restraint, the overhead restraint wasn't secured / clipped down correctly on his body. NO APOLOGY. He agreed to complete an incident report and get another manager to come too. He began taking the details down when a female manager appeared who's first words were (in a snotty tone) 'what's your problem?' ......... Well there's her first mistake there, fortunately for her there were children present so I didn't blow up like you all know I can. I again explained everything to her and she gave me the same answer. I again reiterated that they are not listening to what I am saying 'you didn't click the overhead restraint in properly' She then.......wait for it....... Said that maybe Josh had eaten a bit too much and therefore it wouldn't click where it usually would creating the gap! REALLY???? There's her second mistake. In actual fact Josh didn't eat much at all yesterday. I expressed how disappointed I was with her ridiculous excuse and asked what the next step is as I'm not happy. She then very rudely asked me 'what exactly is it that you want from us?' To which I replied, an apology for starters followed by communication for Alton Towers that the matter is being looked into. She said I won't be hearing from them and that if I have a problem with that go and speak to Guest Services! NO APOLOGY. Third mistake. After calming Josh down we headed over to Guest Services to be fed the same **** excuse from a third member of staff. I was asked to 'leave feedback' I said I want to make a complaint and he said that's the same thing - no it's not! I then put everything in writing and again was told that I wouldn't hear back from them..........Well those of you that know me know I won't back down. So I have taken to Twitter (as I always do when complaining - you get answered quickly) and put it all in the public domain and i'm in debate with both Alton Towers and idiot strangers (who I suspect work there) Twitter seems to have got their attention as I have now received an email from them which is still them not accepting blame or offering an apology. I am taking the matter to the HSE for them to investigate. I'll keep you all posted. In the meantime if you go to Alton Towers, make sure you and your loved ones are strapped in properly. Don't assume because the operative had done it, it's right. Josh shouted for them and was ignored.
