Thorpe Park Security
August 27th, 2009 | 
Author: I went to Thorpe Park recently with a friend and two of my kids. Nice day out – with all the usual things you’d expect from a trip to a theme park – expensive, long queues, screaming kids, and any excuse taken to get a little more money from you… We expect that – so nobody is surprised or disappointed by these things….
However, there was one thing I took exception to. On entering the park there is quite heavy security – understandable in this day and age – where guests are selected for additional checks and have to go through a metal de.
What struck me about this was two things – firstly a couple of the security staff really seemed to fancy themselves as “Terminator” characters… Oh you silly little boys!
A word from the wise – you may be security, but working in the leisure industry, but the park visitors are guests and should be treated as such. A smile goes a long way – whatever the job you do in that environment! As well as creating the right impression it can actually help you perform your job. I worked as a nightclub bouncer for a number of years and learned very quickly that greeting customers with a smile often made it much easier to deal with problems that may happen later in the evening – if the security staff are friendly, rather than intimidating on the way in, in many cases when having to put people out they remembered that and were much less likely to cause problems if it was necessary to ask them to leave later in the evening. The job isn’t always brute force – and done properly a bit of basic psychology works far better…
Now, secondly, this is what I really felt strongly about – looking at the queue (yes, of course there was a queue – its a theme park!) of people waiting to run through the metal detectors and additional checks – it seemed very obvious that the selection process depended largely on race. It could have just been at that instant, but somehow I doubt it – and I also wonder if its park policy. I would say that 80% of the people in line were either Asian or black – it just felt wrong… It wasn’t just me that thought this – seconds after thinking this, the friend I was with voiced the same opinion before I said anything to her…
I’ve sent an email raising my concerns – and I’ll be interested to see what, if any, response says.
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Posted in 24 Responses to “Thorpe Park Security”
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To be fair to Thorpe Park I did get a reply the next day which quite impressed me. Though I did feel very much it was a bog standard answer cut and pasted from the “dealing with complaints” manual….
Here’s the email exchange.
Me… (26.08.09)
I visited the park yesterday with a friend and my two children.
Firstly, let me say that I hope the person who got hurt on your ‘No Way Out’ ride whilst we were waiting is okay.
I have to say, although we had a pleasant day at the park my first impressions were not good. I appreciate that security is an issue for you, and understand the screening on entry. However I feel I must comment that on entering the park (although we were not screened) I was very disturbed to see your security staff’s selection process, and their behaviour…
Firstly a couple of them seemed to be doing their level best to be intimidating… Not a good impression for a family day out! It is possible to provide security whilst also adding to the experience.
Secondly, and most importantly I was very disturbed to see a highly disproportionate number of black and Asian people being selected for additional security checks – whilst many white young people sailed
through.
Perhaps it was just the moment I walked in this was the case – but somehow I imagine what I saw is fairly typical. I think you need to perhaps examine this issue before you fall foul of the law.
I will point out that I am neither black or Asian.
Thorpe Park…. (27.08.09)
Thank you very much for taking the time to email me after your visit to Thorpe Park. All feedback is very valuable to us and the comments you expressed were extremely valid in helping us to decide where we need to place our main focus.
I was most disappointed to learn of the difficulties you experienced when you came and would like to offer my sincere apologies that your visit should have been marred in this way. Giving all our guests a fun and thrilling day is extremely important to everyone here but unfortunately, its a sign of the times that we have been forced into the regretful position of having to conduct security searches as people enter the Park. As much as we’d love this to apply to every single guest coming in, as we can have up to 6000 people coming through in an hour this would be an almost impossible task without causing considerable delays as people enter.
We therefore select people entirely at random to ensure we have a good mix of age, ethnic group and gender. That said, our searches should always be conducted in a professional and courteous manner and I’m really sorry if this wasn’t the case on the day of your visit. Every one of our employees starts with a very full and comprehensive staff induction training programme and many will also receive specialist training such as that undertaken by all our security team members. Staff training then continues throughout any individual’s career with us, ranging from “bite-size” quick fire sessions to the more intense residential courses. I was therefore very shocked when I read your email, as such comments are very rare indeed. Please be assured that this matter has been passed to our security manager and is receiving his full attention.
We take great pride in our attraction and as we failed to delight you on this occasion, and to thank you for your feedback, I would like to send you a gesture of goodwill but, sadly, due to the level of fraud we experience, I would be very grateful if you could first please email proof of your visit (eg your tickets or any receipts) or forward the same to me at the address below.
Once again, thank you for your feedback and I look forward to hearing from you shortly.
Me… (27.08.09)
Thank you for the prompt reply. Can I just point out that I personally did not suffer an inconvenience. I was pointing out an observation of the people who did… It did seem wrong somehow. As I said – it could just have been a momentary thing – but I didn’t get that impression at the time.
I’m sure you’re training is both professional and thorough – and I fully appreciate that extra security measures are necessary. But it didn’t seem to be working at this time… Can I respectfully suggest the Parks management do a little bit of mystery shopper observation themselves to ensure this is genuinely being treated as random…?
Also – in respect of your security staff, I really did get the impression that a number of them were trying to ‘look tough’ for want of a better description. They need to be taught to lighten up a bit.
A smile goes a long way – whatever the job you do in that environment! As well as creating the right impression it can actually help you perform your job. I worked as a nightclub bouncer for a number of years and learned very quickly that greeting customers with a smile often made it much easier to deal with problems that may happen later in the evening –
if the security staff are friendly, rather than intimidating on the way in, in many cases when having to put people out they remembered that and were much less likely to cause problems if it was necessary to ask them to leave later in the evening. The job isn’t always brute force and looking the part – and done properly a bit of basic psychology works far better…
I have attached 3 of the four tickets purchased (with a half price
voucher) to demonstrate I am not a crank. I am neither seeking or asking for gestures, free tickets or whatever – I live in Spain, and my kids live in the midlands so any comp tickets wouldn’t be much use to me after tomorrow anyway!
Thanks you again for the prompt reply…
I didn’t get a reply to my second mail – which sort of leads me to believe that they consider their “specialist training” is suffice and they have no intention of looking at my concerns… (perhaps the fact that I was leaving the country a few days later also made my complaint easy to dismiss)
Take my word for it – there was something seriously wrong. So much so that the friend I was with looked at me after we passed through the entrance and said “Did you see that”? For two of us to notice so easily is far more than a coincidence…
Hello,
Apologies for not being more aware of your blog content or personal affairs as i have just googled ‘Thorpe park security searches’ and came up with your blog. I recently visited Thorpe park with my girlfriend and really did not expect such security measures as random searches. However as you have said i do appreciate that with the current security climate busy public areas need to be seen to take measures to reduce ‘terrorism’. I also found that the staff were rude and giving the impression of abit of a power trip. Caroline and i were selected for random screening, fair enough but i noticed that there were only male security staff present so politely i told them that they were not allowed to frisk Caroline without a female present to perform the frisk. This seemed to highten their resolve, they agreed that this indeed was the case but treated me with further disrespect.
Obviously we were both cleared and both left with the feeling that what should have been a fun exciting day out was tainted by unnecessary rudeness and intrusion. What annoyed me the most is, okay these security checks need to be made but what good are security checks if they are not thorough; if i was inclined to carry weapons or drugs into Thorpe park then surely i could have given them to Caroline (who could not be frisked) to conceal about her person or if it is drugs that are the issue then i could have hidden them in my shoe. Surely anyone wishing to commit such crimes could easily circumvent these searches, so why bother at all. Now correct me if i am wrong but i do remember reading a sign saying that they are conducting, ‘random and selective searches’. Are they allowed to be selective? If so what is their selection criteria? Age, race, clothing.. Smacks to me of racial and aesthetic stereotyping. Anyway i hope you and your children still managed to enjoy the day out. I should like to point out that Caroline and I are both white.
Paul (aged 25)
Caroline (aged 19)
Paul – thanks for the comment. Not just me then.
As I said, we didn’t get stopped – I’m mid 40s, my friend female mid 30s, and my kids mid-teens. Therefore, we would have been considered low risk. To me their selection was obvious, and their manner intimidating and deserved a complaint, and comment here…
Good for you sticking to your guns on the point of frisking Caroline – you were TOTALLY right to do so. By way of example – look at airports in recent years – male and female staff at all times… If they want to search a female they have to summon a female to conduct the search! Though I can’t say I’m shocked having seen the posture and manner of the security staff there that they were then rude to you following this.
Interesting point you made about the signs saying “random and selective searches”. If you are correct this conflicts with the phrase in the email I received from Thorpe Park which claims their criteria is “entirely at random”.
Good for you for standing up for yourself Paul – well done mate!
Been thinking about this a couple of days, and have decided that I should draw the attention of Thorpe park to Paul’s comment above. So here’s the email I have sent…
Me… 15.09.09
Feeling pretty much dismissed by what I read to be the usual corporate fluff (apologies, passed on to the manager concerned etc.) with no follow up. I felt compelled to relay my story on my blog at http://www.alangandy.com/thorpe-park-security/
It would seem to me that from a comment I received from a youg man called Paul on there that I am not alone in my concerns about your security staff. I thought you may be interested.
Thorpe Park… 15.09.09 (same afternoon)
I have been passed your details regarding you comments relating to our security searches you witnessed when visiting the Park in late August. Firstly please accept my apologies for the delay in my own response following the Park’s reply to your original email which is a combination of my own annual leave in early September and ongoing IT problems on site – I appreciate that neither of these are your concerns which is why I hope to now provide you with a more detailed and comprehensive answer for your concerns.
As you rightly point out, security is clearly a high priority for us here at Thorpe Park. Our daily search operation within the turnstile hall is representative of the proactive approach to ensure that that all our guests have a safe and enjoyable day out. In terms of first impressions we believe that placing the safety and security of our guests as our number one priority sends an important message to families such as yours that are looking for a thrilling and fun day at our attraction but also those within our clientele that may observe our security presence and as a result curtail their behaviour accordingly whilst on the premises. As a result I would say we receive as many if not more comments from families passing through that are comforted and in favour of our thorough and concerted effort to ensure Park safety than those who are equally entitled to object or question if it is excessive.
I have been within my role here at Thorpe Park for almost two and a half years and within that time have worked extremely closely alongside representatives from Surrey Police to ensure that our approach is consistent, proportionate and professional. However, having worked within the customer service and leisure industry for over ten years I am acutely aware that the necessity for a thorough and consistent approach should not negate the presence of the core customer service values I stand by and expect of all within my teams.
As someone who has worked as doorman I’m sure you’re more than aware of the largely unfair reputation the wdier security industry is tarnished with, therefore I was very disappointed to read that you felt some of the security staff were displaying some of the less desirable characteristics or body language that have been associated with the industry. Like you I learnt very early on in my career in the value of a smile and a friendly welcome which can go a long way in building rapport and can definitely make things easier should problems unfortunately arise later on.
The final concern I wanted to address was in regard to the selection process for our searches. I can confirm that searches are random and based on the guest traffic entering the Park at any given time and we endeavour to ensure we have a good mix of age, ethnic group and gender. Due to the size of the queue line and the large volume of guests passing through the area it would be impossible to ensure an even distribution across these criteria at all times. With this in mind it is quite conceivable that during the operation the queue line could consist of 95% individuals from a white British background which at that point in time could still be regarded as misrepresentative. We do at times carry out searches on a selective basis, largely as a result of guest behaviour or actions prior to entering the Park for which they would be bought to our attention – these usually consist of alcohol intoxication, queue jumping and drug related issues, all of which I hope you agree we should be looking to prevent prior to guests making their way on the Park.
To put all of this it into context your journey through the turnstile hall and the search area at most represented a couple of minutes in a 3 hour plus operation and having spent many hours observing the operation I’m confident of our continued and proactive approach in this area.
Once again apologies for the delay in my response and thanks again for you feedback which I have found very useful and will be cascaded to the security staff at the Park.
Should I be able to assist you in any other way please do not hesitate to contact me again.
Me…15.09.09
Thank you for your prompt reply, very professional, and very corporate. I appreciate your commitment to ‘cascade the concerns to your security staff’. I am very sceptical in that I am unsure this reply would have been forthcoming had I not pointed out to your colleague today that I had voiced my concerns publicly. No reflection on yourself – I feel the wording of your response would suggest to me that the delay in a response may suggest that you were not aware of my complaint until today. I genuinely feel from the timing that your colleague had considered me ‘brushed off’ previously.
Frankly, if there is not nothing wrong with your system as you suggest, there is definitely something wrong with the perception of your system, Your staffs body language was intimidating, the pseudo Police uniforms do not help – as well as my original concern about your selection process. I am not the only one to notice…
A quick search revealed a quote from another dissatisfied guest on a forum “My son went on a school trip to Thorpe Park and he was appalled that the “random” searches were mainly done on black and Asian kids.” – http://www.digitalspy.co.uk/forums/showthread.php?t=297362 – there are others out there as I am sure your PR people will be aware of.
On a lighter note – perhaps – as there is always some truth in humour – http://www.urbandictionary.com/define.php?term=heavy&defid=1105574
This is not a reflection on yourself as leader of the team, your comments, and your apparent appreciation that I might actually know a little about what I am talking about would lead me to the conclusion that no doubt you are a professional. Though I have also come to the conclusion that a number of your staff are not. I still believe after a little bit of research you have a problem at the park that needs addressing.
Readers will notice I have used neither the names or job titles of the people from Thorpe Park who have replied. I have no personal axes to grind, and nothing to gain from this – do you ever get a feeling that “something is rotten in Denmark”?
In my opinion Thorpe Park has a problem it seriously has to address with more than apologies and a ‘quiet word’.
So its not just me that got treated like crap then? I was there last week and it was exactly like you said it was.
Not really a shock, but I didn’t get a reply to my last email – I doubt they have any intention of acting on these – or the many other complaints – around the Internet, and there seems to be a few!
[...] no secret that I have a bit of an issue with the professional standards and methods employed by Thorpe Park Security (click to read the original post) after my visit last summer. But, I had to laugh this morning when [...]
Me and my boyfriend and 2 friends went to Thorpe Park yesterday and me and my boyfriend were picked out 2 do a search, I’m white mid 20s and so is my boyfriend so nothing to extraordinary about us, so we let them continue with the search. Whilst waiting for us (20 minutes of waiting) our friends asked why no-one else was getting picked, they were then rudely told we’re not here all day we’ve finished now. It must of been a long tiring day for them starting at 10:00am and knocking off at 10: 40am!!!!!!
So all criminals out there just remember don’t go 2 Thorpe park b4 11am!!!! lol.
Hey, me and my mates all work in a tattoo studio and are all therefore heavily tattooed and pierced, all 6 off us got pulled for a random search and i even said to the security man ‘is this because we are tattooed’ to which he replied ‘yes’. i couldn’t believe it, i nearly lost the plot. But i totally undertand where your coming from as they all thought they were the hardest men in the world.
The thing that wound me up was out of every group one or two people were being pulled but our whole group got pulled.
Best wishes
Joe K
Cheers Joe – I guess little has changed since my original comment by the sound of it!
Visit to Thorpe Park. Wednesday. 23rd June.
I am 15 and horribly dissatisfied by Thorpe parks securitys.
I arrived at thorpe park with my school at 10.00 am. Fair enough, Got in no problems. Walked around with a few freinds. And then returned to the main gate to speak to my head and wait for the rest of my class.
This is when i was filtered into the Security line, Without warning. No choice. Remember i was Just waiting for the rest of my Year.
It was like being treated is if i was a animal.
They informed me and my freind who is black. That they are not the police, So they don;t have a right to search you.
I brought this up straight away with the security officer standing with the consent form, I told him. Don’t give me that. I Do Not give any consent for you to man handle me, He replies if you don’t comply you will be removed from the park.
I was patted down, Bag searched, Metal detector. Blah Blah Blah.
Makes me incredibly angry, They are not the police, I have done nothing wrong, And i don’t give permission for them to touch me, I am 15 in most cases that would be called abuse.
I have emailed a complaint. Will post reply.
Thanks
Jacob, good for you mate! Stick up for yourself. The chances are that you’ll probably just get the same bullshit answers I got – but don’t let them get away with it. Have you thought about getting your school and your parents to complain too?
Well. I don’t like to me talked to like that,
Especially as i have never got in trouble from the police.
My dad is a solicitor.! And the school probably won’t take it seriously.
However, I will pursue it myself and see what results i get.
And thanks for the response Alan.
Jacob,
Perhaps your dad IS the perfect person to do help you something about this. You should talk to him. Also the school have every reason that they should take this seriously.
1. In my view you should have had a teacher present. At the very least to advise you on signing the release. Not the teachers fault here – the park should have found one.
2. Had you refused to sign and they ejected you, they would have been putting a minor at risk. Which may well have had implications on the school’s responsibilities – as outside the park, at least for insurance purposes its my guess that it technically leaves you unsupervised.
As I said Jacob – good for you for standing up for yourself on this one! Kids in general unfairly get a bat rap these days because of a small minority. It’s quite obvious you’re a good guy and rightly offended at your treatment.
Do talk to your dad – I’m sure he’ll be on your side…
Good luck – and do let me know how you get on or if I can help you in any way.
Hi, Alan
Received this Thorpe Park.
Dear Jacob
Thank you for your email regarding your recent visit to Thorpe Park. We appreciate you taking the time and trouble to share your thoughts as always consider any feedback that helps us to improve the service we provide for our guests.
Firstly, please allow us to apologise that your day with us did not live up to your expectations. Giving our guests a thrilling and fun experience is high on our agenda, and we do apologise if you feel that we have failed to do so on this occasion.
With regards to our security searches, all guests are subject to Terms and Conditions and these Terms and Conditions do state that each guest entering the park may be subject to being searched upon request. There are also notices on the main board outside the Park stating this. Guests are entitled to refuse a search but at the same time they would be asked to leave the Park for failing to comply with the Park’s Terms and Conditions. We work very closely with Surrey Police who support our proactive approach to security at the Park, as carrying out searches benefits the safety, security and welfare of all guests.
That said, our searches should always be conducted in a professional and courteous manner and I’m really sorry if this wasn’t the case on the day of your visit. Every one of our employees starts with a very full and comprehensive staff induction training programme and many will also receive specialist training such as that undertaken by all our security team members. Staff training then continues throughout any individual’s career with us, ranging from “bite-size” quick fire sessions to the more intense residential courses. I apologise if you found the security searches unnecessary, but hope you can understand the reasons for us conducting these.
Once again thank you for your feedback.
Seems like a load of shit too me, They obviously don’t get it.!
They either don’t get it – or don’t care.
That actually looks like a standard letter. I suspect that ‘Thorpe Park Security’ being one of the most popular terms leading people to this site – they have enough complaints to deal with it in this way rather than deal with the complaints on an individual basis.
Really Jacob, have a chat with your dad – I’m sure he’ll know how to handle it!
Hi, Alan
I have talked to my dad. He has said it isn’t right the way i was treated. However, replied straight away to that E-mail and said i don’t agree with what you have said. And you should review the way your security deal with people and if you had of chucked me out it would of been an issue for you and my school.
However, mentioning that isn’t the biggest thing. I did make clear in future if i am treated like this or anyone else is for that matter. It won’t be a E-mail complaint it will be a written complaint from dad on Headed paper. So that should make them think.!
If i receive anything else will post for you to read.
Thank’s,
Good for you Jacob. Absolutely right of you to stand up for yourself!
Hello. Alan. I received this from my reply. Thank You.
Dear Jacob
Thank you for your response regarding our previous correspondence. Giving all our guests a fun and thrilling day is extremely important to everyone here but unfortunately, it’s a sign of the times that we have been forced into the regretful position of having to conduct security searches as people enter the Park. As much as we’d love this to apply to every single guest coming in, as we can have up to 7000 people coming through in an hour this would be an almost impossible task without causing considerable delays as people enter.
I can assure you that we do not wish to make you feel less valued and are simply trying to explain why we cannot conduct a search on each person entering the park. Through our searches we have prevented thousands of dangerous weapons, drugs and other prohibited items from entering the park and so we feel that in order to keep our guests safe that these types of searches are necessary.
I apologise that you found our security staff unhelpful and you feel as though they treated you in an unfair manner. I can assure you however that you were not ‘singled out’ and every guest who enters Thorpe Park may be subject to a security search. Our searches are conducted on a purely random basis, and have nothing whatsoever to do with appearance, gender or age. As I mentioned previously, all of our staff receive thorough training during their employment at Thorpe Park and we strive to ensure that every guest receives a high level of customer service.
Once again, thank you for your feedback regarding this matter.
Kind regards
Looks like the usual – all they apologize for is ‘your’ feelings and never actually address specifically your concerns – which is what wound me up in the first place last year….
What’s the betting they have someone pretty much employed full time to deflect complaints about their security department!
Haha. Yeah i know. And yes they Probably do have someone assigned to the replying to complaints.