A 'raging' family say their trip to Thorpe Park was 'ruined' because staff refused to let a mum with one arm go on the bigger rides with her children. Matthew and Lisa Johnstone, of Huthwaite in North Nottinghamshire, made the visit to the theme park as a birthday trip for their 11-year-old son who wanted to "go on all the big rides" with the family now that he's tall enough.
The pair took their two children, Toby and Ava, 13, on holiday from Sunday, May 29, to Wednesday, June 1, and visited an array of destinations, including Legoland and Windsor Castle, before meeting friends at Thorpe Park on their last day. The first ride they said they attempted to go on at Thorpe Park was Stealth, a launched rollercoaster.
But that's when issues with Mrs Johnstone getting on arose. She said: "My husband has a RAP (Ride Access) card, we got on the ride and sat down, then I was approached by a steward who asked about my 'amputation' and, when I showed them it was above the elbow, I was told I was unable to ride - even though I said I'd been on everything at AT (Alton Towers). Having to get off the ride was very degrading and also then made my son nervous, he subsequently did not like the ride."
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Her husband has an RAP because of his diabetes, the pass part of a system in place allowing guests who require extra assistance, or are unable to queue, to access the rides via a virtual queuing system. It removes the need for guests to wait within the main ride queue lines.
The family explained they had previously visited Thorpe Park two years before, where Mrs Johnstone experienced similar issues with the park's water soaking ride, Tidal Wave. But the family went back because Toby was eager to go now tall enough to try the bigger rides.
But teacher Mrs Johnstone was left feeling 'discriminated' when she couldn't get on big rides this time around. "It ruined the day. I was unable to share in my son's birthday excitement and my friends felt very uncomfortable with me but going on anything too."
"I haven't got a amputation I was born with one arm that is above the elbow," she added. I am a 45-year-old woman that, among other things, can swim, ride a bike and drive and that has been allowed on all rides at Alton Towers."
Following the saga, Mr Johnstone, who has his own signwriting business, spoke to theme park stewards and said he was shown a long list of rides that Mrs Johnstone was not allowed on and they went to speak to customer services.
The family said they were told by a manager that Mrs Johnstone was unable to go on the rides due to manufacturer guidelines. But Mrs Johnstone made the point that she was still able to ride big rides at Alton Towers in Staffordshire.
She said: "Now where I understand Thorpe Park is only following these, I find it ludicrous that the 'guidelines' can be so different between Merlin-owned parks. As my husband pointed out Stealth has the same [safety] restraints as Rita (an attraction at Alton Towers), which I have been on."
She added: "I told him (the manager) that I felt discriminated against and that it had spoilt the day for us and our friends." As the family are Merlin gold pass holders they said they were offered food vouchers and fast tracks, but these vouchers were very limited in where they could be used.
As Ms Johnstone was unable to go on the rides, she explained: "The fast tracks were like a kick in the teeth for me." The pair were told that Thorpe Park would be changing some of its rules but said they were not told of the rules which could potentially be changed and if Mrs Johnstone could potentially go on the bigger rides in the future. During the trip to Thorpe Park, in the village of Thorpe between the towns of Chertsey and Staines-upon-Thames in Surrey, Mrs Johnstone said she could have gone on the dodgems or on the tea cups but chose not to.
Mr Johnstone said: "It just completely spoilt the whole holiday. I'm still raging from it." As Thorpe Park is almost three hours away from the family, they say they will not be going there again but that they hope changes are made. The family are also re-considering whether they will be renewing their Merlin annual passes.
A spokesperson from Thorpe Park has said: “At Thorpe Park Resort we take multiple steps to ensure all our guests have the correct information before their visit. Our website homepage has a shortcut tab at the top which links directly to our dedicated accessibility webpage which in turn includes a clear hyperlink to our dedicated Accessibility Day Planner with further information.
“We conduct full accessibility reviews throughout the year working closely with manufacturers to establish where there is scope for adjustments to allow for greater accessibility. Ultimately the health and safety of our guests and staff must remain of paramount importance. We remain committed to listening, learning and adapting to the needs of our guests, and welcome the opportunity to discuss guest experiences to help us create the best experiences possible for the future.”
