A park visit at Alton Towers ends in pain and frustration for a disabled woman without accessible tickets

A day trip to the popular Alton Towers theme park turned into a traumatic experience for Heather Giles, a woman suffering from Parkinson’s disease. Due to the lack of accessible tickets, she was forced to wait in line for several hours in pain, which ultimately cut her visit short.

The Incident

Heather Giles, from Rhondda Cynon Taf, who suffers from early onset Parkinson’s disease, had pre-booked fast-track passes for Alton Towers. However, on the day of her visit, she was informed that no more accessible tickets were available. This resulted in her having to wait for hours in regular queues, despite her medical condition. The physical pain caused by the long wait forced her to end her family outing early.

In a heartfelt account, Giles explained that during the waiting time, she often had to sit on the ground and even crawl along in the queue. Despite informing the park staff about her Parkinson’s, no assistance was provided.

Other Affected Visitors

Anthony Bartley, who suffers from a brain tumor causing up to 30 epileptic seizures per day, shared a similar experience. The stress of waiting in long queues worsened his condition significantly. Bartley emphasized that having a simple access pass could have spared him and his family a great deal of distress. His wife and children were constantly on alert to help him when he collapsed.

Response from Merlin Entertainments

Merlin Entertainments, the operator of Alton Towers, expressed regret over the incidents and issued a public apology. In a statement, a spokesperson said the company strives to create inclusive experiences for all guests. In March, they introduced a pre-booking system for the Ride Access Pass, designed to minimize wait times for those requiring additional support.

On the day of the visit, the availability of passes due to cancellations or no-shows is regularly monitored and redistributed to other guests. Merlin Entertainments stressed that they would be happy to speak directly with Heather and Anthony to better understand their experience and prevent future issues.

Criticism from Disability Wales

A spokesperson for Disability Wales highlighted that theme parks like Alton Towers often present significant challenges for disabled individuals. The long queuing systems, designed without considering diverse needs, can cause unbearable physical pain and immense psychological stress for many visitors. The fast access to rides is a necessity for many disabled individuals, not merely a convenience.

The spokesperson also noted that invisible disabilities are typically misunderstood by others, leading to skepticism and unfair judgment. This misunderstanding further isolates disabled individuals, adding to their already challenging experiences.

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