Review Insights · Google Play
Alton Towers Resort - Official
Alton Towers Resort · 2,024 ratings · ★ 3.7
3.7
★★★★★
2,024 ratings
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Top complaints - extracted from 31 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"tickets"
9 negative reviews mention this · 29% of all complaints
★★★★★ "Unable to load tickets which is the main reason I use this app. This feature worked in May, but now it constantly tells me to check my Internet connection and will not load my tickets. I have tried updating the app and uninstalling and rest…" - Heather Price
2
"times"
8 negative reviews mention this · 26% of all complaints
★★★★★ "was ok but now I've tried 5 days in a row to import tickets for scarefest and they're just not working also only bein able to see queue times in the park is annoying to me because I have to use another site to check what this should easily …" - Simon Edwards
3
"rides"
7 negative reviews mention this · 23% of all complaints
★★★★★ "Cannot add tickets. Customer free Wifi didn't work at Alton Towers anyway. No data on site either with Giffgaff. Disabled parking is paid at normal rates! Bought all day tickets until 9pm and my kids only got on 4 rides all day! Absolute ri…" - Steven Braithwaite
4
"park"
6 negative reviews mention this · 19% of all complaints
★★★★★ "App tried to charge me £15 to pay for parking tomorrow. I used the website instead and paid £13. Both a rip off but the app more so!" - Jonathan Bunce
5
"reason"
4 negative reviews mention this · 13% of all complaints
★★★★★ "Unable to load tickets which is the main reason I use this app. This feature worked in May, but now it constantly tells me to check my Internet connection and will not load my tickets. I have tried updating the app and uninstalling and rest…" - Heather Price
6
"site"
4 negative reviews mention this · 13% of all complaints
★★★★★ "App tried to charge me £15 to pay for parking tomorrow. I used the website instead and paid £13. Both a rip off but the app more so!" - Jonathan Bunce
7
"queue"
4 negative reviews mention this · 13% of all complaints
★★★★★ "please can we see queues outside park" - Harry Hughes
8
"queue times"
4 negative reviews mention this · 13% of all complaints
★★★★★ "was ok but now I've tried 5 days in a row to import tickets for scarefest and they're just not working also only bein able to see queue times in the park is annoying to me because I have to use another site to check what this should easily …" - Simon Edwards
9
"access"
4 negative reviews mention this · 13% of all complaints
★★★★★ "DON'T UPDATE APP, I did and now I have lost access to queue times. Can now only view when you get there. So much for planning and getting a feel for the queue trends. This on top of all the other problems at Alton Towers, I think its time t…" - Hammer Singh
📋 All 31 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
App tried to charge me £15 to pay for parking tomorrow. I used the website instead and paid £13. Both a rip off but the app more so!
Unable to load tickets which is the main reason I use this app. This feature worked in May, but now it constantly tells me to check my Internet connection and will not load my tickets. I have tried updating the app and uninstalling and restoring it but nothing works. Very disappointed.
Cannot add tickets. Customer free Wifi didn't work at Alton Towers anyway. No data on site either with Giffgaff. Disabled parking is paid at normal rates! Bought all day tickets until 9pm and my kids only got on 4 rides all day! Absolute rip-off and disappointing day. DON'T DO IT
can never get tickets loaded
can't filter on map so app is pretty useless for it's main function
Cant add tickets, online help not interested and say just use tickets that were emailed.
very poor. will not upload my tickets which is very annoying!!
useless! does not tell you the que times until you are in the park and the reason for this is they do not want you to see that half the rides are closed due to maintenance. so you turn up and pay your money, only to find the half the rides are down. This place is a shadow of what it used to be. Shame on you Merlin.
DON'T UPDATE APP, I did and now I have lost access to queue times. Can now only view when you get there. So much for planning and getting a feel for the queue trends. This on top of all the other problems at Alton Towers, I think its time to switch to another theme park.
it doesn't appear to be possible to actually look at live quiet times on rides with this app. maybe it only works once you're on site and have spent your money.
"you will be able to view our queue times when you are at the resort" ah, so that's us not going then good if we don't know the availability, good app choice guys
Don't bother for Short Breaks! The app can't even find my booking (it's been 48hrs) for the tickets and passes. It's only added one of the two rooms I've booked. The live chat is useless, and the guides are poor... guess the app is free for a reason... it's definitely not made to be of much use to those paying more and that need it for longer than a one day trip.
gives barely any info - and won't let me log in - one time pass code gets sent hours later making it redundant by that time.
lots of rides closed when already waiting 30/45 mins!!?
I rarely write negative reviews, but this app is absolutely awful, and people need to be aware of it when booking a short break. The order numbers don't transfer over properly. When they eventually do, they're either incomplete or incorrect. There is no one available to discuss, just an "AI assistant," which kept asking me the same thing. The social media links were the same. I eventually got a generic email when I went through the complaints department. Given the price, terrible service!
Such a awful app to use. Am in the park, looking for ride times and all I get is "click here to see when we are open- you'll be able to see the queue times when you are in the park!" I AM HERE, WITH ALL PERMISSIONS GRANTED & STILL NOTHING! Why else would anyone want to download the app? Certainly not for all the rerouting to their website to sell stuff, when I've already got my tickets inc gold fast passes, which incidentally don't give you access to Hex despite saying you do. Very disappointed.
Changed the terms and conditions of the paid photos on the app in the park and deleted all my pictures I paid for without warning 😡😡😡 Now when you pay for photos you don't keep them 'forever' as advertised or even a year like before. You now only get access to content you paid for 40 days before they're deleted. Awful company.
Payments via Google pay charge for your purchases, but none appear in your list. Have to dispute payments to get £60 back.
Only family rides listed. Nothing else shows on maps or queus. Installed twice over now. Still the same result. Im on samsung s24.
Better using Google maps, more than half the rides are missing from the app.
Very poor app aimed mostly at getting you to sign up for masses of emails. The queuing times aren't helpful at all as they are miles out each time, so they are pretty pointless.
Doesn't work
please can we see queues outside park
was ok but now I've tried 5 days in a row to import tickets for scarefest and they're just not working also only bein able to see queue times in the park is annoying to me because I have to use another site to check what this should easily be able to do
lots to say is good and lots to say is Not so good. the biggest problem is the cost of food an queues. if you go expecting this issue then your fine. if not you will hate it there, but we formed great memories in the Star gazer huts, different from the run of the mill Screaming hyped up sugar induced zombie kids playpen,hotels on-site, we went in one and realized that's not our thing. but ok for others. you will need a minimum of two days and we queued so long it would have taken 4 days.
Doesn't show any ride times, besides ones that are closed! works on my friend's phone, not mine.
parking should be free
it's really good because it tells you how long the rides are and tells u we're the rides are
App constantly crashing lately.
Currently very buggy, loaded tickets from 2022 and i have to go through and individually delete them all. . Trying to load some of my booked tickets and it bugges out and app closes
Good for finding what attractions are busy, but some godamn reason every time I try to access a access to ride ticket it crashes the app.
Sentiment summary
67%
Positive (4-5★)
7%
Neutral (3★)
27%
Negative (1-2★)