Honestly, in the situation that we're in, I have so much respect for all those at Towers who are trying their very best to make the most out of the budget Merlin are giving them. The money that they are given really isn't enough, and I imagine some very tough decisions have to be made. But when it has such an impact on guest experience, people simply won't come back.
I mean, it's okay giving guests free return tickets to encourage guests to return when your business is having a bad day, in fact, it makes sense from a business perspective, as it in theory should give the resort another chance to show their customers that they can do things right. But when they simply don't have the funds to improve things, what are they even trying to achieve by handing out all these free tickets?? Because people will take up the offer of free tickets, visit again, still be unhappy, and will be left even less willing to make a return visit.I just want Merlin to stop prioritising their shareholders over their customers.