Zip World attractions have come under fire from visitors after the introduction of parking fees led to a spate of complaints and fines. Customers have expressed their frustration, with some recounting how special occasions were spoiled by what they’ve termed a “stealth tax” – with parking fines of £60 escalating to £100 if not settled promptly.
Many who were fined claimed the parking signs were not visible and assured that they would have happily paid the parking charges, which vary between £3 and £6.
One disgruntled visitor, planning to celebrate his 70th birthday at Zip World in Betws-y-Coed and book the Velocity zip line at Penrhyn Quarry, Bethesda, was stung with two £100 tickets. He vowed never to use the company again, saying, “Was going to North Wales to have another ride but will never use this company again,”.
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In response to the backlash, Zip World explained that the parking fees were implemented as a means to handle increasing costs while continuing to invest in their sites and services. The company insists that parking signs are in place and that parking fees are mentioned in booking confirmations. However, it seems that many visitors remain unaware of the fines, reports North Wales Live.
The impact of these fines has been significant for some, with one woman facing a £100 fine on top of a £40 charge from her car rental company for administrative costs. Another visitor saw her £300 day out surge to £400, branding her parking fine an “absolute disgrace”.
She said: “Never have I ever paid over £300 for a fun day-out to be fined £100 for using their customer car park. Will not return… this is a disgraceful way to treat paying guests who have travelled miles to enjoy the experience.” Join our WhatsApp news community here for the latest breaking news
Zip World fan Robin Lane from Northwich, Cheshire, was slapped with two fines on the same day at Penrhyn Quarry after taking his dog for a spin while waiting for his partner to finish her Red Letter Days experience. Mr Lane nipped back to the car to give their dog some fresh air and used the site’s one-way entry and exit, but received two tickets.
Despite contesting them, Zip World claimed a prominent sign was at the site’s entry and several others within the car park. Mr Lane, who is retired, said: “Half the people must be blind if we are to believe what Zip World says about the signage. Numerous other people have fallen foul of this – looks like a lot of us should have gone to Specsavers first. There aren’t any ‘have-you-paid-and-displayed’ warnings, neither are staff alerting visitors.
“This ‘experience” is one that has soured me so much that I will not be booking any more. I cannot understand how losing my revenue and probably that of many others will help their business.”
After his appeal was rejected and having already reported the issue to BBC Watchdog, a disgruntled Middlesbrough dad is urging fellow Zip World visitors to shun the company’s attractions until they improve their signage.
The introduction of new parking charges at Penrhyn Quarry and other locations this summer has sparked a wave of complaints, with Smart Parking managing the sites through ANPR cameras. Shortly after the charges were implemented, negative feedback started flooding in on Tripadvisor and Trustpilot.
One father, who had spent over £230 on activities at Zip World Betws-y-Coed for his three young daughters, was hit with a £60 parking fine. He expressed his disappointment: “We have a caravan in the area and were looking forward to giving our kids some great experiences but this has changed all that. We will not be returning.”
A regular café patron also received a fine, as did a family who make an annual trip to shop for clothes and dine out. A large family group, who had spent “several hundred pounds” during their visit in two cars, were dismayed to receive two fines. Another father faced a similar situation, saying: “Totally ruined my son’s 21st birthday party.”
In response to complaints from local people, who often pop to Zip World sites just for a cup of coffee, the company began issuing VIP cards. These give everyone in Wales – other than those with SY postcodes – free parking and discounts on rides, food and accommodation. Initially, only a limited number of cards were released, with future availability depending on demand.
Zip World has been keen to emphasise its commitment to customer service, with a spokesperson stating: “At Zip World, customer experience and satisfaction are our top priorities, and feedback is important to us. We are in the process of enhancing parking signage across all our sites and provide parking charge information on our product pages and booking confirmations.”
“In certain circumstances, we waive the fines if they have been issued due to a lack of signage. Customers are asked for their site location, date and time of arrival so that we can understand if there was sufficient parking signage on-site at the time.”
“We’d also like to take this opportunity to remind local residents that they can benefit from a VIP card, which offers free parking at our North and South Wales sites, along with discounts on food, adventures, and accommodation. Residents can claim their VIP cards by visiting our sites with proof of address.”