Let me start by saying it's obvious that their customer service stinks. However, having worked at a theme park the reason they have rules regarding no loose objects on rides is not that they are concerned about you losing them. They are concerned about a loose object potentially falling and hitting another rider or guest. Looking at the greater scheme of park safety, the reason only certain members of staff are allowed access to certain areas of the rides is that they are trained to approach those areas with all appropriate safety precautions. Since their have been incidents involving deaths at theme parks, I applaude Six Flags for their strict adherence to those policies. If they are caught violating those policiea they are subject to the repercussions. If someone hurts themselves they are liable to be sued. While this does not excuse their lame customer service, I hope it sheds some light on their reasoning behind not allowing guests or ride operators behind secure areas.
you are completely correct that the stairs are there for maintenance personel and they should be checking the machine daily. However there are thousands of dollars in items left at theme parks all the time and returning lost items just isn't a priority. Honestly your best recourse is to be a thorn in their side. Bug them every day and contact corporate hq. The squeaky wheel is always the one to get fixed first.
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