Six jeers for Six Flags

5. The attitude
I'll admit that the weather was warm — not terribly gross like some Maryland summer days can be, but warm. Maybe that accounts for the slow-motion service at the lunch counter and the apathetic assistance from the ride operators, but it seemed the staff couldn't possibly move any slower. Nothing moved at any type of speed except the rides themselves. These employees are the face of Six Flags and they are what people remember when they go home for the night. If you are in a people business, you need to hire people who actually like people — or at least put on a convincing act.

6. Security and safety
Now, let's talk about security and safety. As we walked through the front gates at Six Flags, we had to pass through a gauntlet of security measures, including uniformed guards and metal detectors — an unfortunate sign of the times in which we live. But inside the park, I saw very little security presence. Maybe that's a good thing in an air marshal kind of way; you never see those guys, either, but you know they're there. Somehow, I don't think that's the case here.

For example, after lunch we discovered an unattended backpack left near a bench. I found a security guard and mentioned it to him. Now, at an airport that unattended backpack would be considered a "suspicious package." Within minutes, the airport would be evacuated, the national threat level would be raised to fuchsia, and some kid's Pokemon collection would be blown to smithereens by an overzealous tech on the bomb squad. Not at Six Flags. When I looped around again in an hour, the backpack was still sitting there. Apparently the guard thought that was the best place for it.

A more glaring lapse in security came as our day was coming to an end. While in line for the Mind Eraser ride, I noticed that a section of railing 6 feet long had fallen from the walkway. The drop was nearly 40 feet to the ground, where there were several concrete foundations. The remains of the railing were lying face up with nails protruding. This was a gaping hole in the walkway just asking for a small child to fall through. I immediately reported the situation to the ride attendant and he brushed me off. I then reported it to a security guard, who told me to go tell guest services to have maintenance come take a look at it. When I went to guest services, the workers were not interested in seeing the photo I had taken of the railing; they just filled out a maintenance request. Considering that a 13-year-old girl had had her legs severed on a ride at another Six Flags park just the day before, I thought there might be a more proactive approach here. Here are my photos if you care to take a look.

I debated about whether to write this column. I really did. My ex-wife says I'm being too critical because there is a difference between an "amusement park" and a "theme park." But then why is Six Flags marketing itself as a theme park? And why isn't the lesser expectation reflected in the price? Maybe companies that are sitting at No. 2 or No. 3 become complacent. Maybe they think their product is "good enough." Maybe they just don't see their product though the eyes of a guest. Maybe some of the travel critics are too nice (or too scared) to write a less-than-glowing review.

Daily travel blog Daily postings from ‘the last honest travel site’

Before I put my "The End" on this column, I sought out management at Six Flags America to see if they could defend, explain or refute my experiences. I sent them an e-mail and followed up with a phone message — neither was returned.

Please don't get me wrong, we did have a good time and we will likely go back. I am an eternal optimist, and would like to believe this trip was an anomaly. But when we return, it will be with the expectation that the value is not there — though maybe the value lies in the convenience.

It seems to me that Six Flags might do well to take a lesson from the Avis playbook: Try harder. Come on Six Flags, surprise me!

John Frenaye is the president of JVE Group, Inc., a diversified company based in Annapolis, Md. With nearly ten years as a senior executive in the retail travel industry and a background in business management, he writes about the travel industry as an insider with an outsider's perspective. E-mail him or visit his Web site . Want to sound off about one of his columns? Try visiting Frenaye's forum.

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