I've been lurking here (and on other Towers forums) in the background for a number of years, and I'm now at the point to have my 5 minutes here, in the hope that stakeholders, decision makers or otherwise take a read.
I was an annual pass holder from 2003, firstly Towers then I moved onto Merlin. I've enjoyed Merlin parks more times than I can calculate. I've spent several thousands of pounds with the various Merlin brands. I was a huge fan of the experience offered in their parks. I was an ambassador for their product. I cannot emphasis enough how much confidence I had in them.
The day of the Smiler incident changed everything for me. I found I no longer wanted to visit. I visited because I wanted to escape the everyday troubles of life, but suddenly found myself worrying about safety, security, comfort and trust. All aspects I want to leave behind when I'm in these parks.
I have to be honest, I had very few concerns about ride operations before the incident. I was aware of incidents with the mine train separation, fire in a sky ride building etc but I was always able to park these concerns and carry on enjoying myself. I know most of the Towers coasters extremely well, I became familiar in their operation from a guest perspective. So when a seat belt check occurred I became used to the process for example. I never witnessed any concern over the operating procedures. The main thing I thought about was how young the people are with such significant responsibilities. I saw isolated moments of horseplay on station platforms, but never to a level I was concerned about - from a safety perspective. Gates were always closed, yellow lines respected, guest behaviour challenged when appropriate and an adequate level of professionalism, in often difficult conditions. In summary, I felt safe, that things were in control, we'll managed and maintained.
I was impressed with the Smiler as a ride, its design and construction. I made a special long distance trip the first Saturday it was open to the public. I got up at 4am and was in the queue for 9.30am. It was a really exciting day. As I write this I have the ride photo of my first ever go in front of me. Great memories. There is nothing like ‘that first ride’, because after that you get to know the turns and break runs and it becomes predictable.
This is why I’m sad. I don't feel able to go anymore. I’m 38 and have sufficient disposable income nowadays to go to any park anywhere in the world, but these parks are my ‘home’. I’ve shifted my spending to Disney Parks a lot more, with visits to Orlando, Tokyo and several to Paris just in the last 12 months. I have had a DLP pass for many years too. I get my coaster fix here these days.
So why am I here writing this piece? I no longer have confidence in Alton, Merlin and all their parks and resorts anymore. I want to tell them this. If I ever visit their parks I’ll not be thinking about enjoying myself, but thinking “have they checked my restraint?” and “if I get stuck, will they be able to reach me?” etc.
I don't have an easy solution for them. I often conclude, its time for Merlin to sell up. I realise that is probably unlikely or too difficult. But as long as its the same people running these places I don’t want to visit. Its about trust. Chances are I have sat in the very seats that were eventually involved in the crash. I feel the incident could have been avoided.
I’m so very sorry Merlin, its been an extremely rough period for all. I’m one of the loyal customers that use to come, and don't anymore. I never renewed my annual pass and don’t intend to. I can’t help but think that taking away my custom may lead to a much needed culture change. The challenge for you now is “how do you regain my trust?” Karl.
