A young boy’s 11th birthday theme park treat was “ruined” after his mum wasn’t allowed on rides with his at Thorpe Park – because she only has one arm.
Matthew and Lisa Johnstone took their son Toby, along with his 13-year-old sister Ava, on a trip via Legoland and Windsor Castle ending up at Thorpe Park, where Toby wanted to go on “all the big rides”.
But after the family took their seats on the Stealth rollercoaster they were approached by a Thorpe Park steward.
“I was approached by a steward who asked about my 'amputation' and, when I showed them it was above the elbow, I was told I was unable to ride,” said Lisa, “even though I said I'd been on everything at [Alton Towers].
“Having to get off the ride was very degrading and also then made my son nervous, he subsequently did not like the ride."
Lisa told Nottinghamshire Live that she was very disappointed at the steward’s “discrimination”.
"It ruined the day,” she said. “I was unable to share in my son's birthday excitement”.
In a bid to sort the problem out, Matthew spoke to theme park stewards and said he was shown a long list of rides that Mrs Johnstone was not allowed on and they went to speak to customer services.
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Lisa added that the friends they had gone to the park with felt awkward about going on the rides after she was told she wouldn’t be allowed on them.
"I haven't got a amputation I was born with one arm that is above the elbow," she added.
"I am a 45-year-old woman that, among other things, can swim, ride a bike and drive and that has been allowed on all rides at Alton Towers."
She told a manager that felt discriminated against and that the steward’s decision had “spoilt the day for us and our friends".
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As the family are Merlin gold pass holders they said they were offered food vouchers and fast tracks, but these vouchers were very limited in where they could be used.
But because Lisa wasn’t allowed to go on the rides, she explained: "The fast tracks were like a kick in the teeth for me."
Lisa and Matthew were told that Thorpe Park would be changing some of its rules but said they were not told which rules which could potentially be changed or whether she could potentially go on the bigger rides in the future.
A spokesperson from Thorpe Park has said: “At Thorpe Park Resort we take multiple steps to ensure all our guests have the correct information before their visit.
"Our website homepage has a shortcut tab at the top which links directly to our dedicated accessibility webpage which in turn includes a clear hyperlink to our dedicated Accessibility Day Planner with further information.
“We conduct full accessibility reviews throughout the year working closely with manufacturers to establish where there is scope for adjustments to allow for greater accessibility. Ultimately the health and safety of our guests and staff must remain of paramount importance.
"We remain committed to listening, learning and adapting to the needs of our guests, and welcome the opportunity to discuss guest experiences to help us create the best experiences possible for the future.”
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