Monday, November 3, 2008


Dear Mrs. _______,

Thank you for your letter regarding your visit to Six Flags Great America. I apologize for the delay in responding. However, careful review and consideration is given to each letter as we continually strive to improve our operations and service.

I appreciate it when our Guests take the time to contact me with their suggestions and concerns. I am always interested in our Guests’ experiences as they help us to continually improve our operations and service. On behalf of Six Flags, let me apologize for the inconveniences you experienced throughout your day.

Our Six Flags History began in 1961 with the opening of Six Flags Over Texas. At that time we established several principles which are still part of our day-to-day operation. One of these principles is a “Guest First” response towards all of our Guests. Each of our Team Members is highly trained to implement this “Guest First” response at all times, I am sorry that the Team Members you encountered during your visit did not portray this high standard that we set for ourselves.

In 2008 we implemented a loose article program to help increase the speed of our lines at the six rides utilizing the program and also to help reduce the number of articles lost on each of these rides. We do allow fanny packs which may be fastened around your waist, as long as they do not interfere with the operation of the restraint. Guests who have special medical needs associated with their bags are encouraged to visit Guest Services on the day of their visit to receive a Medical Sticker to put on their bag, allowing them to bring their bag through the ride queue line.

Guest satisfaction is very important to us at Six Flags Great America. We survey our Guests daily and have found that the vast majority of our Guests rate their overall experience at Six Flags as excellent or very good. As in all service industries, we do find that service breakdowns do occur. Please allow me to apologize on behalf of Six Flags for the inconvenience you have experienced.

I am sorry to hear about your last visit. I would like you to return to our Park as my Guests. Enclosed, please find a Complimentary Ticket Reservation, valid for four (4) complimentary admissions, which may be redeemed on any regularly scheduled operating day during the 2009 Seasons. On the day of your visit, present either your Complimentary Ticket Reservation or photo identification at Guest Relations to receive this offer.

I appreciate your family’s patronage and hope you will consider a return visit to Six Flags Great America.

Chris Morris, Guest Services, Six Flags Great America


Jill said...

Excellent!! It's times like this where you deserve a pat on the back for speaking up! Well done :) Hopefully when you go back (if you go back) and you can actually enjoy your day :)

Ashley said...

This is great. Good for you for standing up for yourself! It's awesome to see them apologize to you for the issue.

Keith said...

Having grown up just outside of Dallas, I spent many a day at Six Flags over Texas. Great times! For years I didn't even know there were other theme parks.

Glad to hear they were responsive to your beef!