I went to Legoland yesterday with my family and I could not believe how poorly managed the queues are! I have had a long break from Merlin parks after starting to feel very short changed by them some years ago. Coming back to Towers my experience has been mostly positive, and things feel like they're generally heading in the right direction. Legoland, however, was a vastly different experience, and it largely came down to queue management and miserable staff. The queue time boards and app regularly competely disagreed with eachother with as much as 30 minutes difference between the advertised times. Not that that mattered much in the end as neither remotely reflected the actual wait (Sometimes it was more, sometimes less). Advertised wait times jumped by as much as an hour when there were relatively few people arriving.
Then there was the constant stream of RAP and R&R put on in place of the actual queue, no ratios in use, just fill from the R&R line and if you were lucky, someone from the peasant line might get a go. Long queue times across the park, but rides not being filled to capacity, most cars/trains/boats being sent half empty. Now I have young children, my oldest is diagnosed autistic and I understand how stressful queuing can be. I appreciate that parks put measures in place to help people who would otherwise be completely excluded and unable to enjoy a day out at all. However I believe that waiting your turn is an important life skill that should be taught to anyone physically or mentally capable, even if it is challenging, so if my children don't stand in line, they don't ride (I won't even get started on buying your way to the front). It is then very difficult to explain why the queue they are standing in doesn't move while hoards of people just arriving get to ride ahead of them. Pirate falls didn't even have a staff member at merge, people just forced their own way in when they arrived.
Perhaps this is the way Merlin run their parks and I've just been out of the game for too long, fast track was certainly an irritant when I last went to one but it wasn't so insanely out of hand, not filling attractions was reserved for only the quietest days and staff still knew how to smile and greet. It all left a sour taste which is a shame when it really wouldn't take much to fix most of those issues.