SFMM TR for 04/21/07

[Jhcbiinoc]

I had posted some thoughts in the update thread, but wanted to post a TR from yesterday. Unfortunately, don't have pics this time, but just wanted to point some stuff out.

 

I had originally planned to go yesterday with a friend of mine who couldn't make it, but fortunately, two of my friends from out of town called on Thursday to say they would be in LA this weekend and were going to SFMM to renew their Xtreme passes. I arranged to meet them at their hotel in Pasadena around noon yesterday, we got some quick lunch and headed for the park. Having heard that X was down all week, we were thrilled to see it cycling with both trains as we drove from the freeway up to the parking area. I will kind of highlight the good, bad and ugly of the day for the rest of this:

 

The Good:

 

-X!!!Amazingly, not only was X back open, but it was running great and even though the line was down on the bridge it only took 1 hour and 20 minutes to get on, and the ride was great, was smooth even back in the 4th row. Some of the fastest dispatches I have ever seen.

 

-Tatsu-while the line was very long, Flash Pass lines were both open and both running rather smoothly. They were running all three trains and both stations and both Flash Pass sides had at most a 10-15 minute wait. Ops seemed to be more on top of things than usual. Saw a ride op take a minute to take a photo of people with their camera before they rode which I thought was a nice gesture. Ride was great as always, my friend decided that Tatsu is now his favorite, due to overall ride experience, how well it was engineered and the sense of flight. (I had to agree to disagree; while Tatsu is one of the best coasters I have ever experienced, it can't overtake X as my all time favorite!)

 

-Scream-this seems to be the only ride where the ops really get into interacting with the riders ("Let me hear you Scream!" as they dispatch.) Was a 20 minute wait for the front with Flash Pass and the rattling I experienced in my ride on it a month ago seems to not be happening anymore.

 

-ALL of the listed coasters and water rides (I'm not counting Flashback here), at least as far as I could tell seemed to be running AND running to capacity with 2-3 trains. Even Sky Tower was running, although my friends did not want to go up there so we skipped it. Considering the massive crowd, the ops seemed to be going well.

 

-The new entrance/plaza area over by Deja Vu looks very nice

 

-New park maps and guides look good as well.

 

-The new things that they have added for guest interaction, such as the Stilt People and the Spontaneous Fun Machine are great and people seem to love them.

 

-It's good to see them getting some better food options-such as Johnny Rockets and Cold Stone into the park. (Just a thought, they should have "Coming Soon" on the maps though, as the maps make it sound as if they are already open.....)

 

The Bad:

 

-Well, bad for those who don't like crowds but great for the park, it was more crowded yesterday than I have seen it since the summer. The whole parking lot was full, and the overflow lot was nearly full. We had to park at the far edge of the gravel lot, way down past Scream. As the wait for a tram was taking too long, we walked the whole way there going in and when we left.

 

-The inside of the park was wall to wall people as well; there was a good 45 minute wait for Flash Pass and 20-30 minute waits for the women's restrooms (my friend's wife waited at least that long twice). We were there for two hours before we were even able to get in line for the first ride.

 

-No preferred seating on X (I don't know about Tatsu as we used Flash Pass). I understand the reasoning if they are doing this, especially given the crowds, but I think they should post a sign at the entrance stating the "new"policy (or the enforcing of an old one) and the reason for it, which I assume is strictly to move people through as quickly as possible.

 

-Did see a few people with cameras and cell phones on Tatsu in full view of the employees, which can't be good; although I did not see any ops on phones, which is good!

 

The Ugly:

 

-Overflowing trash cans all the way from the far end of the parking lot to the entrance, and inside the park. Several of them by the tram stops were spilling over on to the ground. Not the best first impression.

 

-The bathroom situation. Not only did my friend's wife have to wait in 20-30 minute lines just to use the restrooms, she said they were filthy inside. All of the men's restrooms I went in were rather dirty as well.

 

-After we waited for a long long time-at least 40-45 minutes to get our Flash Passes, we saw why: one girl working one register in the Flash Pass center. Given that later in the day we saw two employees over cleaning writing off of the poles in the X queue, couldn't someone have gone and helped someone out in Flash Pass?

 

-The X incident-although I give the X crew (as well as other ride crews) tremendous kudos for running the line so well, and keeping on top of their game, it seems like they might be allowing pressure to move the line override customer service, and I will explain why: We get up to the split point where they send us up the ramp side, then we get up to the station where the grouper is letting people in. He tries to send two girls up ahead of us to the front, they don't want to ride front, so he sends them to another row. We get there and he assigns us to row 4. We politely ask him if we may wait for the front row, and he flat out says "No" and directs us to row 4. Not, "No, I'm sorry, but we are not allowing that anymore" or "due to how busy it is we can't allow preferred seating today" or "wait here for a few and I will see what I can do"-just "no".

 

While I was disappointed, and I understand the rationale and the pressure these guys had to be under yesterday, my friend was beside himself with anger; he had just spent all this money on passes, and we had been at the park for over three hours and not yet ridden anything and it was kind of the last straw that a simple request to ask for a row was declined and that he felt the guy was being rude. He was ready to go down to Guest Relations and complain, and get a refund for their passes and leave for the day after the ride never to return. Nevertheless, we enjoyed the ride, I bought a photo and talked to him about it and we ended up staying at the park for a few more rides. I am going to write to Guest Relations about it, I'm not sure what he is going to end up doing.

 

Was he out of line for thinking the grouper could have handled the situation a little better? I can see both sides of the issue-I know they have to keep the line going, but I just don't see how asking to wait for the front rows should be a problem.

 

-Line jumpers/security; we saw a great deal of line jumping, or attempted line jumping but it did not seem like they had sufficient security in place-although again, it was very busy. My friend said he saw a lot of people flashing gang symbols as well and was upset about that.

 

We were there until about 8-8:30pm, and got to ride X, Tatsu and Scream; I wanted to stay longer but they were driving and wanted to go because of the crowds and because my friend was still angry over the crowds and what happened up at X, so we gave away what Flash Passes remained to some nice people we had met in line, and walked the long walk back to the car before leaving and going to dinner at El Torito and then hanging out at their hotel watching SNL.

 

Overall, considering how crowded it was, I think the park handled it well.....but I think there are still things they need to work on in regards to training, staffing, and making best use of staff where it is needed. I think the new X trains will be a good thing, as well as continuing to work on adding little things like the entertainers to enhance the atmosphere but the main thing I think they need to focus on is maintaining and improving the speed of operations while still focusing on overall customer service and all of the little things that are really big things (clean restrooms, emptying trashcans, etc).

 

If they can do as good as they did yesterday considering the crowd, and improve on it just a little more, I think they're going to have a good season this year.....

[coasterjunkie91350]

I think alot of psa crews are short staffed that area by the main gate is part of area 1 in which i use to work they should have had a psa person out there . as for ops they are putting too many rude high school kids to operate key rides and frankly it should not be that way and sadly im sorry for how your friend was treated but im glad you guys went and had a good time

 

don't give up on the park yet they are just getting the kinks out

[kraxleRIDAH]

I think it's ridiculous when ANYBODY complains when they're assigned a seat on a ride. If a grouper/ride host should go out of his way and job assignment and consider letting you choose where to seat, then what are they to do when the other 300 some people waiting in line want to ride in a preferred seat too?

 

By enforcing a strict no-preferred seating policy on a ride like X benefits everybody by filling up all available seats and keeps the queue area organized and less chaotic. It's selfish of your friend to assume that he would be of privelage and the exception to the rule just by asking nicely -- and even worse that he actually wanted to complain at guest relations. Just my two cents.

[Xtreme-me]

^ I cannot agree with you more. Granted there are certain places that are more fun to ride in on certain rides. X's front row ride is one of those places that changes the ride and gives an insane experience (I havent been on it but I've heard about it). Unfortunately for you, that is the way that they have the que system set up which is extremely useful because the line is handled much better. Its understandable that your friend would like to sit there but it cannot be expected. I love the groupers because they do a good job. And they keep the line moving swiftly instead of causing clog ups.

 

I've found out that when they do that type of thing it works better and in order to get the seat that you want ask the first person you get to, because there are normally two workers, one to direct people to different rows, one to tell them when they can go and you ask the first person and they will hold you back until they get to the point where its time to fill up the next train.

 

Glad to see that you had a fun time other than that. One question though, is the back on Tatsu more intense than the front? I've never been able to ride in the last two rows because they had those blocked off for the fastpass people. Sorry that you ran into so many crowds. It comes with the season. I've pledged to myself never to go on a saturday during lat March, April, May, and/or June because of the huge crowds I've run into on days during those months. Thats all you can really expect though from going on a saturday.

[arrowfanman]

I think it's ridiculous when ANYBODY complains when they're assigned a seat on a ride. If a grouper/ride host should go out of his way and job assignment and consider letting you choose where to seat, then what are they to do when the other 300 some people waiting in line want to ride in a preferred seat too?

 

By enforcing a strict no-preferred seating policy on a ride like X benefits everybody by filling up all available seats and keeps the queue area organized and less chaotic. It's selfish of your friend to assume that he would be of privelage and the exception to the rule just by asking nicely -- and even worse that he actually wanted to complain at guest relations. Just my two cents.

 

 

 

I disagree. X has NEVER had a consistent "seat assignment" policy.

 

I'm sorry, but I do not see how it is unreasonable to ask politely for another seat. First of all if you read the TR, his friend was "selfishly assuming" he could get another seat because the girls in front of them were able to successfully request a different seat. Secondly, grouping speeds up the boarding process, but it shouldn't be at the compromise of getting to choose your experience. I personally ride in the front because I find the back on X uncomfortable. And I know a lot of kids who don't want to ride in the front of back--they feel "safer" in the middle. No operator should deny that to a guest, especially after they paid 60 bucks and waited their turn to ride.

 

It's a game of cost/benefit. Disney does this. You assign seats with authority, but if a guest requests a different seat, you give it to them. Eventually, a line for the desired rows will begin to build up. It will get to a point where guests wont find the wait worth it anymore. And if a guest does want to wait an extra 15 minutes in a line for the front, then more power to them.

 

 

 

-Jahan

[Mr.Six]

Being someone who has worked those positions at X, you really need to decide if you are going to allow preferred seating or not. You can't go back and forth on who wants to sit where and allow, and then not allow another guest's request. X's front seat has an extended queue. I allow guests to sit in the front if they ask. If the front seat queue is already full then they just stand aside in the locker area. Only about 1/10th of the guests ask to sit in the front, so its not a really big problem.

 

But say at Deja vu, we do NOT allow any preferred seating. ( Which causes many problems ) but I'll never make an exception to someone and then go right back to enforcing the no preferred seating rule.

 

So, its either you follow it with no exceptions, or you don't. Its that simple.

_six

[Jhcbiinoc]

don't give up on the park yet they are just getting the kinks out

 

Oh no, I haven't given up at all.....if my friends had not wanted to leave, I would have been fine with staying to close, and I feel sure that I will be returning many more times over the summer.

 

If a grouper/ride host should go out of his way and job assignment and consider letting you choose where to seat, then what are they to do when the other 300 some people waiting in line want to ride in a preferred seat too?

 

I can see and understand and accept that point of view.....I do agree that they should be trying to fill as many seats as possible. The point that I was making, and one of the reasons my friend got so upset was that this had never happened in the past.

 

I had one instance a month or two ago back shortly after X reopened, where a different grouper on the stairs side first assigned me to sit on back row/outside. I politely asked, "Could I please get a seat closer to the front of the train if at all possible? I don't mind waiting a few minutes extra." I would have been fine with rows two, three or four, but I stood aside, he let a few more people and then told me I could go ahead to the first row.

 

So a lot of the upset was because it was unexpected, he was already frustrated with the crowds, and he felt as if the employee was a bit rude about it and even more upset that the two girls got to go where they wanted. I wanted the front too, but I was just happy the ride was open and to be able to ride and get on so fast with that crowd there, and I am not generally one to complain as much. Besides, I think the crew since X has reopened is doing a fantastic job of making it work as efficiently as possible.

 

One question though, is the back on Tatsu more intense than the front?

 

Very much so, at least IMHO. The back row of Tatsu, especially at night, is one of the most forceful rides I have taken on a coaster. You are practically hurled through all of the elements and I cannot even think of words to describe the Pretzel Loop, yet the whole experience is smooth as glass. IMHO, any seat on Tatsu will give a great ride, but the very front and the very back are unique experiences.

 

grouping speeds up the boarding process, but it shouldn't be at the compromise of getting to choose your experience.

 

I agree with that.....actually, I agree with both sides on the issue to some point; I see why they do assigned rows and why it's necessary (moving the line), but not everyone does ask for the front or back or a specific seat and it shouldn't be that much of an issue.

 

I can guarantee you, if the operator had politely said to us, "I'm sorry, but due to how busy it is we are not allowing any preferred seating today", rather than "no", and had he not allowed anyone in front of us an alternative, then my friend would not have gotten nearly as upset as he did and would have been a lot more understanding.

 

His comment to me as we were going up the lift was that in customer service, you never tell a customer "No", but you either offer an alternative, you explain why the policy is in place and you are unable to meet their request, or you do what you can (within reason) to make the customer happy. And if you have a policy, don't be selective about enforcing it-it should be consistent for everyone.

[coasterjunkie91350]

don't give up on the park yet they are just getting the kinks out

 

Oh no, I haven't given up at all.....if my friends had not wanted to leave, I would have been fine with staying to close, and I feel sure that I will be returning many more times over the summer.

 

If a grouper/ride host should go out of his way and job assignment and consider letting you choose where to seat, then what are they to do when the other 300 some people waiting in line want to ride in a preferred seat too?

 

I can see and understand and accept that point of view.....I do agree that they should be trying to fill as many seats as possible. The point that I was making, and one of the reasons my friend got so upset was that this had never happened in the past.

 

I had one instance a month or two ago back shortly after X reopened, where a different grouper on the stairs side first assigned me to sit on back row/outside. I politely asked, "Could I please get a seat closer to the front of the train if at all possible? I don't mind waiting a few minutes extra." I would have been fine with rows two, three or four, but I stood aside, he let a few more people and then told me I could go ahead to the first row.

 

So a lot of the upset was because it was unexpected, he was already frustrated with the crowds, and he felt as if the employee was a bit rude about it and even more upset that the two girls got to go where they wanted. I wanted the front too, but I was just happy the ride was open and to be able to ride and get on so fast with that crowd there, and I am not generally one to complain as much. Besides, I think the crew since X has reopened is doing a fantastic job of making it work as efficiently as possible.

 

One question though, is the back on Tatsu more intense than the front?

 

Very much so, at least IMHO. The back row of Tatsu, especially at night, is one of the most forceful rides I have taken on a coaster. You are practically hurled through all of the elements and I cannot even think of words to describe the Pretzel Loop, yet the whole experience is smooth as glass. IMHO, any seat on Tatsu will give a great ride, but the very front and the very back are unique experiences.

 

grouping speeds up the boarding process, but it shouldn't be at the compromise of getting to choose your experience.

 

I agree with that.....actually, I agree with both sides on the issue to some point; I see why they do assigned rows and why it's necessary (moving the line), but not everyone does ask for the front or back or a specific seat and it shouldn't be that much of an issue.

 

I can guarantee you, if the operator had politely said to us, "I'm sorry, but due to how busy it is we are not allowing any preferred seating today", rather than "no", and had he not allowed anyone in front of us an alternative, then my friend would not have gotten nearly as upset as he did and would have been a lot more understanding.

 

His comment to me as we were going up the lift was that in customer service, you never tell a customer "No", but you either offer an alternative, you explain why the policy is in place and you are unable to meet their request, or you do what you can (within reason) to make the customer happy. And if you have a policy, don't be selective about enforcing it-it should be consistent for everyone.

Hey i will most likely be spending the morning and early afternoon of my birthday there so we should tear it up