Debra Li

debra_lidan@163.com

A DAY after Monday’s opening of the 25th edition of Harbin Ice and Snow World, a popular winter tourist destination in Northeast China, the management of the theme park posted a formal apology on its WeChat account for the insufficient services offered to tourists, who had to wait for hours queuing in freezing temperatures to experience the Ferris wheel or ice slide.

“About 40,000 visitors came to our park on the opening day, and some of their needs were not satisfied, because the capacity of each experience item is limited,” the post said Tuesday afternoon. “We are deeply sorry for our inadequate services. We will extend our service hours and add more on-site staffers and volunteers to keep order and offer consultations,” it said.

The theme park also posted a helpline (400-639-1999) to handle complaints, which however went unanswered when the Shenzhen Daily tried to reach it yesterday.

Video clips went viral on Chinese social media Tuesday, in which huge crowds of tourists were seen lining up in the park shouting for “refunds.”

One post read, “After waiting four hours in a queue, I experienced one thrilling minute speeding down the ice slide … It was amazing, but also a huge test of my patience!”

“There are 400 slots available for reservations for the Ferris wheel in every half hour; I tried a whole day without success. When I did snatch a spot for the live entertainment show in the park, I was forbidden to enter the venue. … The experience ended up with a large crowd marching toward the tourist service center, asking for a refund,” said another tourist.

The park operates between 10 a.m. and 10 p.m. daily, but experience items are available during a 10-hour span between 11 a.m. and 9 p.m. Therefore, approximately a few thousand lucky ones of the 40,000 visitors can have the opportunity to enjoy the free experience items, according to a tourist in the park.

Many tourists were promised a refund for their entrance tickets, which start at 328 yuan (US$45.9) per adult and 240 yuan for juniors, students, the disabled or locals, according to The Paper, a Chinese news outlet.

However, some sympathizers with the park said that there were tourists who actually had ridden the ice slide and the Ferris wheel but still asked for a refund. “At least they had seen the ice sculptures and posed for photos amid this spectacular ice and snow scenery,” a netizen said, adding that “it’s unfair to demand a full refund.”

Inaugurated in year 1999, the Harbin Ice and Snow World is an annual seasonal theme park featuring impressive ice sculptures and many unique ice and snow experiences.

Covered by the entrance tickets are such free experiences as the Ferris wheel, ice slide and a live show. The park also sells premium tickets that provide visitors a quick pass to the experiences.