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Bad experience with staff
Underground Passages的点评
点评：Very upsetting experience at Pirate Falls
What should have been a lovely family day at LEGOLAND Windsor ended with several children crying.I was queuing for Pirate Falls with 8 children aged 6–11 (9 of us in total). The children then left to use the toilet while I stayed in the queue. It was approximately 50 minutes waiting time in hot weather. We were not trying to push in — I had remained in the queue for them. A mother who was several families ahead complained about the children joining me and even spoke directly to two of them. Shortly afterwards, a staff member told us we would not be allowed on because other people had complained that we had pushed into the queue.
The children were extremely upset, and some cried. I completely understand queue rules, but I expected more understanding and compassion when dealing with young children who had simply needed the toilet.We were made to feel singled out, judged and unwelcome, particularly because we were a larger family group. The experience felt discriminatory to us, although I cannot know the intentions of the other guests. I chose not to argue and remained respectful towards the staff because I did not want to make the situation worse for the children.
This wasn’t simply about missing one ride. It was about how the children were made to feel. They came to LEGOLAND expecting a magical day and instead left this experience upset and embarrassed.
I sincerely hope LEGOLAND reviews how this situation was handled and provides staff with more guidance on dealing sensitively with families and young children.
Sadly, this is a memory our children will remember for all the wrong reasons.
What should have been a lovely family day at LEGOLAND Windsor ended with several children crying.I was queuing for Pirate Falls with 8 children aged 6–11 (9 of us in total). The children then left to use the toilet while I stayed in the queue. It was approximately 50 minutes waiting time in hot weather. We were not trying to push in — I had remained in the queue for them. A mother who was several families ahead complained about the children joining me and even spoke directly to two of them. Shortly afterwards, a staff member told us we would not be allowed on because other people had complained that we had pushed into the queue.
The children were extremely upset, and some cried. I completely understand queue rules, but I expected more understanding and compassion when dealing with young children who had simply needed the toilet.We were made to feel singled out, judged and unwelcome, particularly because we were a larger family group. The experience felt discriminatory to us, although I cannot know the intentions of the other guests. I chose not to argue and remained respectful towards the staff because I did not want to make the situation worse for the children.
This wasn’t simply about missing one ride. It was about how the children were made to feel. They came to LEGOLAND expecting a magical day and instead left this experience upset and embarrassed.
I sincerely hope LEGOLAND reviews how this situation was handled and provides staff with more guidance on dealing sensitively with families and young children.
Sadly, this is a memory our children will remember for all the wrong reasons.
翻译：在海盗瀑布项目上的糟糕经历
原本应该是乐高乐园温莎分园里一个愉快的家庭日，结果却以好几个孩子哭泣而告终。当时我正带着8个年龄在6到11岁之间的孩子排队等候玩“海盗瀑布”项目（我们一共9人）。孩子们去上厕所了，而我则留在队列中。在酷热的天气里，我们等待了大约50分钟。我们并没有试图插队——我一直都乖乖地排在队伍里等他们。前面排着好几家人的一位母亲抱怨说孩子们跟着我，甚至直接对其中两个孩子说话。没过多久，一名工作人员告诉我们不被允许进入，因为有人投诉说我们插队了。
孩子们非常难过，有些甚至哭了起来。我完全理解排队规则，但面对只是需要上厕所的年幼孩子，我原以为会得到更多的理解与同情才对。我们感觉自己被特别针对、受到评判且不受欢迎，尤其是因为我们是一大家子人。这种经历在我们看来带有歧视性，尽管我无法揣测其他客人的意图。我没有争论，也始终对工作人员保持尊重，因为我不想让孩子们的处境变得更糟。
这不仅仅是没能玩上某个游乐项目的问题。关键在于孩子们的感受如何。他们带着度过一个愉快神奇的日子的期望来到乐高乐园，结果却带着懊恼与尴尬离开了。
我衷心希望乐高乐园能重新审视此次事件的处理方式，并为员工提供更多关于如何体贴地对待家庭及幼儿的指导。
遗憾的是，这次经历将成为孩子们心中一段因种种不当处理而留下的糟糕记忆。
原本应该是乐高乐园温莎分园里一个愉快的家庭日，结果却以好几个孩子哭泣而告终。当时我正带着8个年龄在6到11岁之间的孩子排队等候玩“海盗瀑布”项目（我们一共9人）。孩子们去上厕所了，而我则留在队列中。在酷热的天气里，我们等待了大约50分钟。我们并没有试图插队——我一直都乖乖地排在队伍里等他们。前面排着好几家人的一位母亲抱怨说孩子们跟着我，甚至直接对其中两个孩子说话。没过多久，一名工作人员告诉我们不被允许进入，因为有人投诉说我们插队了。
孩子们非常难过，有些甚至哭了起来。我完全理解排队规则，但面对只是需要上厕所的年幼孩子，我原以为会得到更多的理解与同情才对。我们感觉自己被特别针对、受到评判且不受欢迎，尤其是因为我们是一大家子人。这种经历在我们看来带有歧视性，尽管我无法揣测其他客人的意图。我没有争论，也始终对工作人员保持尊重，因为我不想让孩子们的处境变得更糟。
这不仅仅是没能玩上某个游乐项目的问题。关键在于孩子们的感受如何。他们带着度过一个愉快神奇的日子的期望来到乐高乐园，结果却带着懊恼与尴尬离开了。
我衷心希望乐高乐园能重新审视此次事件的处理方式，并为员工提供更多关于如何体贴地对待家庭及幼儿的指导。
遗憾的是，这次经历将成为孩子们心中一段因种种不当处理而留下的糟糕记忆。
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