Gold Coast theme park Movie World under fire over mass ride closures

The state’s consumer watchdog says it received 13 complaints about Queensland theme parks last financial year, as disgruntled thrill-seekers called on operators to be more transparent.

The state’s consumer watchdog says it received 13 complaints about Queensland theme parks last financial year for a “variety of different matters”.

It comes after disgruntled thrill-seekers publicly called on Movie World operators to be more transparent to customers about ride closures before tickets were purchased.

The theme park responded to the backlash, saying it experienced an “unusually high number of unplanned stoppages” affecting rides last weekend.

The Office of Fair Trading said a complaint alone does not constitute a breach of fair trading legislation.

“As a result, the OFT does not generally release details of individual complaints as it may be unfair to the businesses involved and may jeopardise any investigation that we may be conducting now or in the future,” the spokeswoman said.

“All usual consumer rights and protections apply to entertainment services such as theme parks, just like any other goods or services purchased, and there are some things consumers can do to further protect themselves.”

It urged consumers to read terms and conditions associated with entry and ticketing information.

“Businesses are encouraged to be open and transparent with what services they are able to offer customers, especially if the business is aware of significant changes to services or goods being provided,” the spokeswoman said.

“However, due to strict safety requirements of theme park rides, it is possible that unforeseen ride closures or maintenance could arise.”

Complaints can be lodged online with the OFT or by calling 13QGOV (13 74 68).

The Superman Escape ride at Movie World. Picture: Glenn Campbell

Earlier: Theme park under fire over mass ride closures

Disgruntled thrillseekers have called on a Gold Coast theme park to be more transparent about ride closures following a flood of complaints.

Movie World responded to the backlash, saying it experienced an “unusually high number of unplanned stoppages” affecting rides over the weekend.

In a complaint posted to Facebook, Gold Coast woman Michelle Vidler said she was among a group of 10 adults that visited the park at the weekend.

She said a sign at the entry advised only a “couple of rides were out of order”.

The 'Superman Escape' ride at Movie World. Picture: Cynthia Barrow, Tweed Heads.

But once inside, the group discovered many more ride closures and could only find one “adult” ride open, she said.

“We were angry and feeling ripped off,” Ms Vidler said.

“Surely these rides should have been tested before they opened?

“The public should have been made aware that all rides were broken down with the choice of whether to still go in or to have their money refunded.”

When Ms Vidler went to complain to management she described seeing an “office full of people making complaints”.

A Movie World customer posted this complaint about the theme park to Facebook.

In a statement, a Village Roadshow Theme Parks spokesman said guest safety was its No. 1 priority and rides were designed to stop if there was “any kind of fault”.

“All rides undergo scheduled annual maintenance which is listed on the website, mobile app and at the front gates so guests can make an informed decision before planning their visit,” he said.

“Theme parks all over the world will incur stoppages or have technical issues which are unplanned.

“Whilst we always list planned maintenance, we’re unable to list unscheduled stoppages as we don’t know when these will occur.

“Our team work diligently to get the rides reopened as quickly as possible for our guests and as soon as all safety requirements are met, we reopen rides.

“We completely appreciate how disappointing this can be which is why we always welcome feedback and work with guests on a case-by-case basis to ensure that every guest is well informed.”

Movie World has responded to the backlash it received over ride closures at the weekend.

Ms Vidler said those in her group who were Gold Coast locals were given a “jump the queue” ticket, while those who weren’t were offered a free day pass.

Many others commented on her post to say they had experienced the same disappointment, while others praised the theme park for being safety conscious.

An Australian Competition and Consumer Commission spokeswoman said businesses should be honest when advertising and selling their products or services and must not mislead.

“In circumstances where the service cannot be provided due to circumstances within the control of the business, a consumer is entitled to a remedy, which could include a refund,” she said.

“If a consumer believes they have been misled by a business, they should raise the issue directly with the business.”

The consumer watchdog said those unable to resolve their complaint with a business could report the issue to their local consumer protection agency or the ACCC.