Alton Towers Resort Anmeldelser 

Whilst trying to leave the area of the firework display to egress the park, It became evident that you had zero duty of care towards the general public! Trying to navigate towards the exit was near on impossible with no sign of any stewards or organization to assist in moving people safely. Those with young families and disabilities must have found the situation extremely frightening to say the least. Once we arrived at the car (parking D) it became very clear we'd entered another chaotic and disorganized shambles with zero traffic marshals to assist in the flow of traffic. Shame on you and all the team for creating a disastrous and disorganized family event.

We visited Alton towers for the firework spectacular. Rides not open on time and No fast pass to purchase not enough sign posts around the park. We failed to book RAP(ride accses pass) booking system is terrible. We spoke to someone on the phone several times and emailed and the staff on the phone were so unhelpful. The staff around the park looked miserable and not helpful. Went on 6 rides and had to queue for all of them this is not good for someone that owns a (RAP) Alton towers you need to sort this out. Fire works were good but very crowded, dangerous and security could not care about the public poorly organised. This is so unfortunate as this was my very first visit to Alton towers
Alton towers shape your act up.

Do not attend if you are disabled!

I have an access card as I am registered disabled. I called ahead to explain that I would not be able to book as I am never sure how I will feel day to day and as I live over four hours away it’s a long way to go to not be able to get into the park. I was reassured by the Merlin team and told that I would need to speak to someone in guest relations as soon as I arrived I the park.
We arrive at around 4pm and I ask to speak to guest services. I was then told on the gate that I would need to purchase a ticket to discuss with guest services. I tried to explain that I wanted a two day ticket but was u sure about whether it was worth purchasing any at all until I was assured my access pass could be used. Eventually, after going around in unhelpful circles, I eventually purchased a one day ticket to allow me to speak to guest services.
When I finally get inside and explain my circumstances, the lady behind the counter gets me a Merlin pass card printed and refunds my initial ticket if one park day and gets me to pay for a two day ticket instead (after I explained we intended to stay overnight and return the following day). Relieved we set off into the park.
Until we get the first ride, oblivion, I show my access card to the lady at the gate and she waves me in, however at the rope barrier I’m told I wouldn’t be able to use my access pass without a “time card” and I need to go back to reception to get this.
This is already incredible frustrating. I try to explain that as a disabled person I have enough energy to do one loop of the park which I’ve already walked around half of it. No sympathy given at all, I begin the long walk back to guest services.
When I get there I am told that even though I have an access card, I wouldn’t be able to use any of the access lines until I have a time card. When I said that wasn’t explained to me earlier, and if it had been I wouldn’t have bought a ticket, let alone upgraded to TWO DAY ticket for a park I cannot use, I was met with a shrug.
I then asked to speak to a manager, the lady behind the desk disappeared and brought back “Sam”.
Sam was rude, unhelpful and frankly should not be in any customer facing role ever. He gave me a “feedback card” told me to scan the QR code and submit a feedback form and then lied and said he wasn’t able to give any refunds. When I pointed out this wasn’t true as one had been processed earlier two desks down, he just repeated “the policy is to submit a feedback form. We aren’t able to provide any refunds”. When my friend asked him if it was just that he didn’t have the authority to do so he said “no. I have the authority.” When I asked if he thought he was being fair, given that the tickets were obviously missold knowing I wouldn’t be able to use anything in the park for two days he continually repeated his “unable to provide refunds policy”. When I asked to speak to someone higher he refused and told me “he was the most senior member of staff and he wasn’t willing to get anyone else” I asked his last name, he refused to provide it. I asked his line managers name. Once again refused.
Eventually, frustrated I left in tears and as I was standing I was approached by another member of the public who said she had overheard our interaction, and was disgusted as she had just been provided a refund as her son had decided he was uncomfortable going in the scare maze alone! Apparently changing your mind is a good enough reason to provide a refund, but being disabled and unable to use the tickets you have been missold isn’t?!
We did not attend the second day (as there is no point without the access pass) and instead all we salvaged from our 9 hour round trip was some overpriced fish and chips and a horrendous, frankly discriminating interaction with Alton towers staff.
I have of course submitted a “feedback form” and was fobbed off. I have replied and have now been totally ignored. I am now in the process of discussions with a disabled legal representative for the discrimination I have faced at this frankly shameful company.
Alton Towers, you should be ashamed of yourselves.

It was half term so it was going to be busy. £40 per person, we got 3 rides in 9 hours. Only time we stopped was while waiting in a queue. The rides kept closing all morning as there was a breeze, after 2.5hours in one queue the ride broke down and we just got told join another queue, all were 2 hours+. Basically you need to by the silver pass or higher costing £65+ to have any meaningful experience (that's £105 per person in total). To try and salvage the day after 16:00 and 2 rides I tried to buy a single fast track ticket (£12) but everyone else had already thought of that. Had to queue 30mins just to complain only to be told there is nothing they can do please fill out a form. 4 days later I have an email saying there were no problems on the day. Its in their interest to shut the rides down, if forces those with money to buy the fast track tickets making them more money on the day. Never taking the family back there. If you go in term time and when its cold you might have a better experience but check the weather! The slightest breeze and the rides will close.

Deserve 0 stars. It's guest customer services are uncaring,unwilling and cowboyish. They failed to offer a rainy day return ticket despite it raining and multiple rides closed. Avoid and go somewhere else or just save your money.

My family and I have loved Alton Towers for years. It has been part of our happiest memories the laughter, the excitement, and wide-eyed moments that make the long drives and early starts worth it. There’s something special about the park that keeps us coming back, year after year.

In more recently years, it’s been harder to enjoy it quite the same way. The costs have really climbed, tickets, parking, food and a day out now feels closer to the price of a quick weekend away in Europe. We appreciate that running such a huge park can’t be cheap, but it’s getting tougher for families to justify.

This time the big challenge was the queuing. I accept there will always be an element of this but waiting up to two hours for a ride that lasts just over a minute can test anyone’s patience, especially when fast-track guests breeze past. We understand the appeal of Fast Track, but it does make things feel unequal and two tier. That’s a shame, because once those gates open, everyone should share the same sense of excitement and opportunity especially the younger ones.

Is fast track not just capitalising on queue jumping? There are signs all around about what the definition of a queue jumper is. It’s just a bit of a slap in face reading the signs all the way around the snaking queue and have another 30/40 people bowl past you just when you are in touching distance. As long as they pay a bit more, no problem though? It doesn’t sit well with me.

Some families just can’t justify the extra expense, the tickets, as mentioned additional extras, the petrol… it’s a long way for us..

The rides themselves are still amazing — that’s never changed. It’s just that the balance between the magic and the waiting has shifted a bit too far toward endurance lately.

We’ll always have a soft spot for Alton Towers, and we’ll still visit — but we really hope you can find a way to make it feel fairer and more accessible again. Because when you get it right, there’s no place quite like it.

With appreciation and a bit of frustration,
A loyal but slightly weary fan

Not recommended. £300+ to basically queue. 30 min traffic queue to get it, queued for parking, queued for bag check, wife queued for toilets, queued for the cable car to get around. Worst of all 1:15 - 2 hour queue for each ride. Only got 3 rides in before we all lost the will to live. Went and queued for some food in a filthy ‘coffee corner’, sat amongst litter on tables and on the floor.

Can’t believe anyone ever goes back to this place. In total I reckon we queued for about 7 hours for 4 minutes of actual fun!!!

Having never visited Alton Towers at Halloween before (as our daughters are only just over the 1.2m required to ride) I can’t say whether it was busier than usual on the 27th/28th October but it’s not even the length of the queues (to park the car, to get into the park or the 1.5 hour wait for pretty much every big ride (the ones that were open) that ruined our experience. After queuing patiently for 1.5 hrs and being at the front of the Wicker Man queue in the ‘chamber’ the ride was then paused due to high wind. Fine safety first. We happily waited for another 30 mins for the ride to re-open only to then be told we had to leave the queue without any chance to keep our place or be given a ride pass to get on later. Just evicted with 2 wasted hours to show for it. Those with ride passes were able to reclaim these (for their 5 mins in the queue) but nothing for anyone on the ‘cheap’ tickets. We’ve had the same situations at other theme parks namely Chessington and LegoLand where they happily allow you to ride on later. Not Alton Towers. The kids don’t want to go back. Great half term memories made!

And yes we did contact guest services on the day and were told nothing they can do about it and have already emailed but as there is a 10-14 day standard response time and our experience of their queues I’m seriously doubting i’ll hear back in 2025 if ever….

Had the the worst experience and here is my complaint and the response i got... Alton Towers do not value their customers at all so be aware... Disgusting...

booked and went to Alton Towers on the 26th Oct.

While there we only managed to get on 2 rides because the rides kept closing and reopening and then ques of in excess of more than an hour in the meantime while waiting in ques i got some bronze que jumps only to find out that it was for none of the rides we wanted and cost me 70.

I am not happy the fact i had spent over £250 for me and my daughter to go on 2 rides and only to be told there is nothing they could do it is totally unacceptable.. im disgusted at that fact and also the staff working on the sent me and my daughter when we asked her where oblivion was she sent us in the opposite direction which was extremley unprofessional in my opinion.

My complaint
I would like someone to so something about this as we drive for 2 hours to get there for us to have an extremely poor experience for alot of money and had to drive 2 hours back with my daughter upset and completely ruined our day out.

I left my contact details and the person i spoke to was Tyler.

Can someone give me a call asap to discuss this as im appalled.

Thanks
Michelle

Reference No: [12945170]

Dear Michelle,

Thank you for taking the time to visit Guest Services to leave feedback regarding your recent visit to the Alton Towers Resort. Given our reputation as the UK’s favourite Theme Park, we are never complacent about our customer experience, and we take the comments and concerns of our guests very seriously, as such feedback allows us to ensure that we are continuing to deliver a fantastic level of service to each and every one of our guests.

I am sorry to hear about the issues surrounding your recent visit to Alton Towers Resort and would like to apologise for any disappointment or frustration this may have caused. We devote a considerable amount of time to ensure we deliver the highest standards for service, so it's disappointing to hear that your experience did not live up to the high standards we set ourselves.

We appreciate that you planned your visit to experience our thrilliant attractions, and we understand that temporary pauses can be frustrating. All rides are subject availability, and any pauses are in place for guest comfort, and our team work quickly and efficiently to ensure these pauses are not time consuming, to assist in reducing queue times. Unfortunately, you experienced ride pauses during your visit, and we would like to apologise for any frustration caused.

Rides and attractions at Alton Towers Resort are subject to availability, due to the nature and complexity of our rides there may be times where we need to take a ride out of operation briefly; this can be due to many reasons such as a technical fault, a guest's action or adverse weather conditions. However, in every circumstance we have a dedicated team of engineers and ride operators on standby to ensure that the ride is back in operation as quickly as possible. We understand that any shutdowns can increase the wait time and I would like to apologise for any delays that may have been caused.

Thank you for bringing these points to our attention, so we can pass the information on to the relevant teams for investigation and continuous improvement.

As part of our commitment to guest experience, we review ride availability daily. While some rides may have experienced temporary downtime, overall availability remained at a high level and therefore we would be unable to offer a gesture of goodwill on this occasion.

We do still thank you for your feedback and hope to welcome you back again soon!

Kind Regards,

Callum
Guest Excellence Team
Alton Towers Resort

My response
I think its absolutley disgusting that you cannot even give 2 people for spending over £250 a questure of good will. So i basically paid £125 per ride.

2 tickets for our diabolical experience would have gone somewhere to being empathetic and wanting returning customers but clearly you dont.

I will be leaving a review about how i have been treated and my family will never step foot on there again.

Thank you for your absolute lack of help.

Disgraceful

Over half day in park and not been able to do a single ride with all big rides closed. Second year in a row it’s happened this way due to their incompetence at running or maintaining theme parks. There is no entertainment at Alton Towers, just misery and suffering. Plus they’ll charge you a fortune to get in, make you pay for parking despite offering no alternative transport options.

Alton Towers and Merlin Entertainment are essentially a scam

The que’s are absolutely horrendous 90+ mins for a 2-3 minute ride (if that)

On a positive I want to thank Lorraine at guest services for helping me and my partner out about access cards during the day, really appreciate it. Any problems go to Lorraine at guest services!!!!!!

We visited on 26/10 for their scarefest event. The last time we visited was 10years again and the two visits were head and shoulders apart. Firstly, the cost was £39 each, so £78 for my son and I, which I felt was reasonable. Then the parking charging...£12, really? There didn't used to be a parking charge! Food and drink is extortionate. £4.50 for a chocolate bar from a vending machine, £7 for a donut, £15 for burger and chips. I don't mind paying, but I do object to being ripped off! Most of the scarefest attractions are an additional charge, want to go on the trick or treat? £10each and you'll come out with a handful of Moam! The prices aside, queue times are the worst I've ever experienced. We arrived at 10.30am and only got on 3 rides, Rita, hex, nemesis reborn. We bought fast track passes for Smiler for £24 but then broke down while we were queuing, which I know can't be helped but it's still super infuriating. Alton Towers did refund FT tickets to be fair to them, but this was our last ride before having to leave. All in all a bit of washout, hugely overpriced and the ride queues are just too long to really enjoy your day. If you do decide to go, invest in the fast passes otherwise you'll leave as disappointed as we did.

Rolled up at 11am on 25/10/2025 with my wide-eyed son, dreaming we'd conquer every gut-wrenching coaster like adrenaline-fueled gladiators but those queues had other ideas—monstrous, soul-crushing lines that turned our epic quest into a patience game which we barely survived.. the boredom apocalypse.

Oh, and Alton Towers, Grow a spine and actually enforce those pathetic "no smoking/vaping in queues" tannoy warnings.Nothing says "family fun" like choking on a fog of cheap strawberry-scented clouds while slowly shuffling in line for 90+ minutes. Fix it.

Instead of profiteering on the ques by way of exorbitantly priced fast track passes, actually come up with some better ideas to manage ques which are ultimately killing the fun.

We did eventually ride Rita, Nemesis and toxicator..the combined queuing time for which, was over 5 hours, including 1 hour waiting in line for Smiler, which unfortunately broke down when we had approximately 30mins left to que.

On a positive note, I've discovered another fabulous side to my son, his ability to endure hours and hours of hardship in his quest for fun."

HORRENDOUS!

*£180 for 2 adults 2 kids
* 2 rides in 6.5hrs!!! QUEUES 1HR PLUS! ALOT 1.5HRS
* £15 for a piddly size kids meal.

They have got way too greedy. Why sell that many tickets knowing wait times are like that.

Never again.

Alton towers discriminated against my daughter's disability and their website goes against the equity act 2010 as a result i lost 100s of pounds i had to leave the park to calm my daughter down and when we returned for scarefest i was then insulted by staff at guest services

We went on Friday 24th October.
Had to park in an overspill car park in a field so we knew it was going to be busy. But as we had gone for Scarefest we werent there for the rides. Just a fun day out doing the Scare Mazes.
That was the first dissapointment. Number of Scare Mazes were down. 3 to pay for at £38 per person. This is not a cheap day out.
The Mazes themselves were good fun but why so expensive. God knows how a family of 4 could afford it.
The park was over busy, general ride times over 90 mins so we didnt bother with them.
We had a pint of lager in the Courtyard. £8 each. This is London Club prices not a Theme Park.
£15.50p for Fish & Chips.
£12.50p for a Veggie Burger and final insult, a cup of Tea £3.80p.
I dont know how you think people on Minimum Wage can afford these prices. Even with the Merlin Pass these prices are just not affordable. They make you stay away and dont visit as often as we used to. Wich then makes you question wether its still worth getting the Merlin Pass. Especially now the Pass is no longer being used in Blackpool.
I know me moaning isnt going to make the slightest difference.
But there are cheaper days out available.
Your overpricing the experience of Alton Towers.

P**s taking bar stewards! Paid £80 each for a gold ticket then they charge another £60 each when you arrive, to get in! Rip off!

Currently sat in Alton towers at 3.45 in the afternoon. My kids have managed 1 ride so far spending 3 hours in a queue for smiler and now no ride is less than 45 minute wait . Total waste of money and not a good value family day out at all .

Went here yesterday as we have done for many many years on this occasion a family of four so you can imagine wasn't a cheap day out. The day was overcast with some light showers at first so we persevered but on getting to the first ride we chose go stand in a queue for well over 2hrs in what then became very heavy rain only to then go to our second ride and have the exact same issue. We are then told by the attendant at second ride the reason for the now very long waits is due to alton towers reducing how many people can ride each time due to weather restrictions. We had no choice but to go to a very small amount of indoor attractions they had which again due to so many others having same issue these were packed and again very long waits. After only around four and half hours we had no choice but to call it a day as we were passed the point of drowned and unable to continue. We even tried to find rain macs but these were few and far between and when finding a place that sild them was told they sold out. On the way out we popped into the office to speak to a kind younge lady who advised if we full in this online form we would have someone send us a email with a resolution when the ride availability had been checked. At which point I did advise her and the form that the availability wasn't the biggest issue it was the reduction in amount of people on each ride at a time causing the huge wait times. So onto today I recieved a email stating there availability was fine and nothing can be done of which I contested the availability yet again wasn't the issue and the way it had been reduced was but again recieved the very same rewritten spill with no regards at all. 1000% this will be the last year we visit here after years of attending every event from Halloween to Christmas etc. Never have I ever had such poor service fron here and feel it has sadly gone down the pan big time over the last couple years.

Anything done or said by another guest has no repercussions, including the use of racial slurs, homophobic comments and bullying. Merlin will state that this behaviour is not tolerated and guests will be removed from the park however this is not true and nothing at all will be done apart from the nice staff may say ‘ oh sorry about that’ these incidents will be brushed off as guest on guest issues therefore nothing can be done. When I reported the incident on four separate occasions including a QR report in the queue then twice to separate staff members and then to get services no reparations were done nobody got kicked out of the park absolutely nothing at all. Also following up on my complaint, absolutely no care from the after-care customer support team and this was after harassment and homophobic comments from a group of seven individuals that we had to stay in a queue for nearly 2 hours for.