KidZania — Attraction in Pathum Wan Subdistrict

My friends and I bought the promotional tickets during Thai Tiew Thai Event during early March 2017. There were promotional tickets for Thai residents only, and the marketing brochure stated the validity for 4 months after the date of purchase.

So, several friends and I agreed to buy the combo tickets, and the salesperson name "Boom" told my friend (who bought the ticket at the event) that all tickets would have validity for four months after purchase.

We purchased total of around 40 tickets, dated 2nd March 2017. And my friends distributed the e-tickets to all of us through e-mails. Surprisingly, there was no expiry date or any expiring condition on the e-ticket. But the condition was written with small texts at the bottom of the e-mail, overall after the series of e-tickets in the e-mail.

We were all misled by the sales & marketing promotion of Kidzania Bangkok, they verbally confirmed to us that the validity of the tickets were 4 months. And after we use the tickets to enter Kidzania Bangkok today (10th May 2017), they said that the tickets were expired.

We were totally surprised why they were expired, as we have not used the tickets at all. The staff at the counter informed us that the tickets were valid only for 2 months.

So, we told them that your salespeople told us at the event that all tickets would be valid for 4 months, how come they expired earlier than what you communicated. The staff mentioned about the terms & conditions in the email, that we should follow those.

We were totally disappointed and frustrated how they were unable to handle service failure and service recovery right then. They were mentioning that "verbal communication by sales could not be proved".

So, I told them, please do not say "The sales team or the operation team" , because you are Kidzania team, and what your team communicated to us was totally misleading, and caused the misunderstanding now. And we, as your customers, were currently very upset!!! How would you help us solve problem?

I asked for the phone number of Salesperson (Boom), I called but the phone was off. So, I called the Sales Manager (Ying) 15 times, and nobody picked up the phone. I asked for the phone number of GM, they did not give to us. The guy at the reception (Mr.Don) texted the GM telling him what happened, and the answer from GM (Mr.Denis) was...just follow the rule and system.

I was shocking how the General Manager handled the Customer Complaint, and did not even empathize the customers who were waiting to enter the venue for 1 hour and 30 minutes. He did not even dare to talk to me over the phone. Shame on you indeed.

Finally, the Operation people offered us 50% discount to enter Kidzania, despite us paying the advance purchase at the event. So, we paid double to enter the place with really upset and disappointing feelings.

The way the handle service failure and customer complaints were totally unprofessional. First of all, they should not keep saying that they could do nothing but offer us THB 150 discount. They should not say it's the salespeople's mistake, because they are the same team, or are they working Silo? And finally, the Management Team should come up to empathize customers and listen to what customers want, and offer alternatives to compensate customers' bad feelings and their dishonest...

Ah Kidzania, such a great idea so poorly executed. We arrived on a Monday hoping that being a weekday there would be less people. We were wrong. What we found was absolute shambles in the tickets area that had been made to look like a airport check in counter. Well we certainly got the "all flights have been cancelled" chaotic airport experience, there were lines upon lines of people all moving at a snails pace. We honestly watched one family dealing with the staff at the ticket counter for 40 minutes trying to sort out their tickets. It took us a full hour and 10 minutes to obtain our tickets. Upon entering things looked up a bit. The place is a mini city for kids with activities that resemble real world professions. A great idea in theory. Our child got try being a surgeon, which he enjoyed, but was denied the chance to get a drivers licence in order to drive one of the kids cars because he was too short. The staff member was adamant his "feet would not reach the pedals" even though he was on the restriction line. Well after coaching my son to stand up straight and get on his tippy toes a little and getting a different staff member at the gate, we managed to get him past the height restriction. Success you would think. But no, he first had to pass an eye test! They run a real mini soviet style bureaucracy in there that they will not budge from even if it goes against their main objective: fun for the children. We had to wait in line 15 minutes for a pointless eye exam which my son eventually passed, then straight back to the do his driving test. He failed twice and was kicked out, no third chance without paying in Kidzania dollars again. It was extremely nerve wracking watching from the side lines but on his forth attempt he managed to pass and we got a drivers licence so he could drive a car around two laps. It was quite the process but we had succeeded! It felt like a victory for the little guy against a rather unnecessary system. All the other activities took at least 20 minutes to wait. The poor little guy did a lot of waiting to be a police officer for 15 minutes, work in a tomato sauce factory and well... that was all we did. It took about 5 hours to do all that. There was also a lack of seating for both children and adults. Many adults and children alike just ended up sitting on the ground for their long waits. Why not build a bench or two? The place was plagued with obvious inefficiencies. It could have been so much better run. Don't waste your time and money unless you are going on a day that has no...

Took my two small kids for some knowledge/fun activity as it was a while they did not visited. This time the experience was really negative.. The kids wanted to play an activity together at the kids gasoline station, my son wanted to ride the electric car the staff informed that he has to get driving license first at the “ Honda “ next door, my son runs there to get the license I was looking at my daughter while she was enjoying the briefing from the staff, my son returns with a sad face informing me the the staff at Honda told him “ no go away we open at 12.30” ????? I thought seriously?? I went my self to ask and the staff just say “no staff yet came back in 2 hrs..( no staff?? ) Anyway I asked to see the Manager as I did not feel that the way the staff spoke was appropriate and as well to clarify the “No staff” issue. After a few minutes a girl showed up I asked if she was the manager and she say No but I will assist your son, ( ok then problem solved for me and my son was happy) after picking up my daughter I went back to see if my son was finished and along the way a staff looked at me and very rudely asked “ what do you want?” I thought I did not hear correctly so I stopped and asked him to repeat and and again “ I say what do you want!?” At that point my I thought to myself “ maybe he is the Manager” so I ask are you the Manager? And he say Yes.... I just looked at him and told him I didn’t want to talk to him as his tone is aggressive and anyway the son was taking care of, guess what!? The guy started to argue and raising his voice, i told him again that I didn’t want to talk to him and he just kept on been aggressive words like “ I ask you what you want? Tell me what you want etc...” I took my Doughter on my side and moved away and the guy just followed me around for the next hrs or so.... Will we go back there? No way... it used to be great but just lost all the charm, plus few activity’s not even work as they are broken and...