My group have just made a visit to the Spinnaker Tower in Portsmouth. Although we enjoyed the actual attraction, sadly, their groups policy is not ‘group friendly’ and had it not been for my overwhelming desire to visit, I would not have bothered.

Some of their publicity suggests ‘No reductions are available on Bank Holidays or Saturdays during UK school holidays,’ other parts state ‘No group concessions on weekends or on Bank Holidays.’ The latter is correct – there are no group concessions on any weekends or Bank Holiday in the year.

As an employed rather than retired person, I felt highly disadvantaged because I cannot organise group visits on weekdays. I understand why they may not offer group concessions on Saturdays in Bank Holidays and at high season, but they should offer them on normal Saturdays.

We had to pay full rate, I had to pay as the organiser and there was no suggestion that my coach driver would receive his concessions so we didn’t even bother to ask. My modest group of 30 dwarfed the number of individual customers queuing to buy tickets. The attraction was not remotely busy and on a beautifully sunny Saturday when the views were breathtaking.

Payment is not simple either. There is no helpful deposit scheme or 50 % payment in advance with the balance by credit card on the day. No, just pay up front at least one week in advance and hope that none of your passengers become ill between payment and visit. This is so unjust.

But please don’t think it’s simple if your numbers increase after you have paid either. I was told I could take extra people if I managed to get a few extra places filled – but it would be down to the house manager on the day if he allowed them entry with my group, or whether he or she would expect them to queue up with the public and not enter with us.

Heather Baines
Group Organiser
PABC ‘Welcome Centre’ Fundraisers, Essex

GTO asked The Spinnaker Tower to respond:

I am sorry to hear that Mrs Baines was disappointed with the service to groups that The Spinnaker Tower provides. We aim to ensure that all of our visitors are able to experience the Tower at its very best and apologise that she felt that the booking process was complicated.

I can confirm that all of our group promotional literature states that group reductions are not available at weekends or on Bank Holidays. However, one of the leaflets Mrs Baines saw was our general leaflet, which is unclear on specific group discounts and we apologise for this.

We are currently appraising all of our policies and will of course let the public know if this changes.

The terms regarding increased numbers are also there purely to protect all parties at peak periods and we will always try to accommodate any changes. I am, however, glad that Mrs Baines’ group enjoyed their visit and I hope that we will welcome her group again in the near future.

We will also be contacting Mrs Baines directly to address her points personally.

Heather Deeley
Marketing Manager
The Spinnaker Tower, Portsmouth