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2026: General Discussion

For anyone planning on going for the first time this year, my wife is there today. Annual passes won't scan on the system, a friend can't renew the passes online and there is a 45 minute queue to the annual pass office and it has kids manning it and are clueless. Our annual passes run out in September and the kids on the gates say they have run out. Funny though that they have let us prebook admission. 25% of the park rides are closed.

However on a positive, guest services were helpful to them. A complaint turned into a two ride fast pass and free ice creams. Opening near fully at christmas and yet another change has turned into a fiasco which clearly will have a long term impact with loss of guests in the future. Apparently guest services are inundated with complaints about the ride offering and annual passes not working. I suspect a lot of people are gaining admission without paying or renewing annuals passes as you can not review without contacting the park.

I was planning to go this weekend. I will give it a miss I think until they sort the issues out and actually start operating like a normal theme park!
 
The constant changing of the annual pass systems has been nothing short of trouble. We've managed a prebook for next weekend which hopefully will work as expected.
We're seeing a lot of issues / queries but at the moment a lack of clarity on how to solve them. I do feel bad for the Guest services & Annual Pass teams who likely haven't been trained enough / prepared enough for the system - so if the system isnt operating as expected, thats even harder on them :(

As a Customer Services staff member myself , I know their struggle </3
 
Elise said:
The constant changing of the annual pass systems has been nothing short of trouble. We've managed a prebook for next weekend which hopefully will work as expected.
We're seeing a lot of issues / queries but at the moment a lack of clarity on how to solve them. I do feel bad for the Guest services & Annual Pass teams who likely haven't been trained enough / prepared enough for the system - so if the system isnt operating as expected, thats even harder on them :(

As a Customer Services staff member myself , I know their struggle </3
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Obviously I'm not there, but from what my wife has said Guest services have been really good. Pass office need training and maybe someone from guest services to be there making sure that the issues are resolved.

Clearly the new system has not been tested and maybe they need to look at bringing in a system with an app as the last couple of years the park has deteriated and therefore someone needs to take action. I doubt we will renew our passes in the autumn if the deteriation continues. Training and staffing across the park is a major issue. If you look at the website, it looks as though there are no events after the May day holiday. I suspect this is having an impact on sales as many people like me book things in advance. None of this creates a good impression. I know its not just the Manor that is having the issue as the Merlin and others have had issues.

The annual pass seems to be losing a lot of benefits also making me think, it will be better to look at other options.
 
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