Family details mid-ride scare on SeaWorld San Diego roller coaster

TUCSON, Ariz. (KOLD/Gray News) - A family is sharing their story about a “horribly scary” experience they had on the Electric Eel roller coaster at SeaWorld San Diego last week.

Salina Higgins said the comfort strap on her daughter Ariella’s seat became loose in the middle of the ride. She said park staff did not do enough to address their concerns.

“It was horribly scary,” Higgins said. “It’s a 47-second ride, and it felt like it was five hours just to get back down.”

Higgins said that once they got to the coaster’s highest point and turned upside down, Ariella began to scream because her seat belt was “flying in front of her face.”

The family claims a video shows the straps flying in the air. It has more than 7 million views on social media.

Higgins said she held Ariella’s straps until the ride ended and then told ride operators what happened, but said nothing was done.

“They immediately loaded people back on that ride,” Higgins said.

Higgins said she took their concerns to guest services. Staff apologized and offered her four free tickets, but she said she wanted more to be done.

“I just wanted them to take some safety precautions,” she said. “Stop the ride for two seconds, check the straps, maybe do one safety run. That’s not asking a lot.”

Higgins said when she spoke with a manager, they asked if she had read the ride’s disclaimer.

In a statement to KOLD from SeaWorld San Diego, it reads in part, “The harness this family is referencing is called a comfort collar, which is intended for the rider’s comfort and is not a restraining device. The lap bar and shin bar are the only restraining devices on the coaster, and they remained securely in place throughout the entire ride. Signage at the ride’s entrance indicates that the comfort collar is for rider comfort only.”

In photos taken by the family, the disclaimer at the entrance of the ride reads in part: “Both the comfort collar and lap restraint are required to be secured before the train can be dispatched.”

Another sign reads: “Hold on tight and remain seated with the comfort collar secured at all times during the ride.”

“When I read that to him, he literally said I could call the phone number on the website for further help and asked security to escort us out,” Higgins said.

Higgins said she does not understand why they were escorted out of the park for asking questions. She said she just wants SeaWorld employees to be less dismissive of people’s concerns.

“The driving force is just purely spreading awareness at this point and trying to keep other family members safe,” Higgins said.

The Electric Eel ride has faced public scrutiny before.

Last year, it was shut down after a person sustained a leg injury. A month later, the ride reopened with physical and procedural safety changes.

“We take safety very seriously and understand that this guest perceived a risk that caused her concern. There was not, however, a safety issue during the ride. All rides and attractions, including Electric Eel, are designed, operated and inspected daily in accordance with all applicable standards and manufacturer specifications,” SeaWorld San Diego said in a statement to KOLD.

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