Question: After a day at Kapiolani Park with my 21⁄2-year-old son, we went to the Honolulu Zoo. We patiently waited in line, but when we tried to enter, the cashier said we could not bring in a folding tricycle. I was so far away from my car, I asked if I could just carry it with me. She said no. I asked her for the rule that prevents tricycles from entering the zoo, given that people are allowed to enter with strollers. I was referred to a woman who wouldn’t answer my question. Instead, she rudely asked for my phone number and email address. Days later and still no answer. Not very public-friendly. Where does the zoo post its rules and regulations or is there even one? I could not find anything online. Is that right that they can refuse my entry with a folded tricycle in my hand?

Answer: You subsequently informed us that zoo officials did respond to your question.

Honolulu Zoo Director Manuel Mollinedo told us you were provided with the zoo’s standard operating procedures.

He acknowledged staff could have been “more customer-friendly.” But at the time of your visit, the ticketing staff did not have a copy of the rules, he said.

Since then, copies have been given to the ticketing office, and a sign saying what can and can’t be taken in is now posted at the zoo entrance.

“We also have copies of standard operating procedure there, so if anyone wants to look at them, they can actually see them,” Mollinedo said.

He explained that the zoo does allow strollers and wagons — “things that you can actually pull or push.”

“The reason we don’t allow tricycles is because our walkways really are narrow and it’s really hard to control a child on a tricycle.” There is a bicycle rack outside the zoo, “but we’ve never been confronted with a tricycle,” he said.

Auwe

To Aloha Stadium. On Saturday, Aug. 20, I attended the football game between Kahuku and Kamehameha. When I returned to my car, it would not start. I asked at least five employees if they had a jumper cable and each said, “No, you have to call Steven’s Towing.” I asked if they had the telephone number and was sent to the entry gate, even though they had walkie-talkies.

I finally got the number for Steven’s, which by the way, charges $80 — cash only — to jump-start your car although it is just five minutes away. I had no idea where a bank machine was, so I asked an employee if he could take me to one in his cart and he said, “No, I’m not going that way,” then turned around and left. I have never ever encountered such non-aloha in my life. I’m so disappointed that a building with “ALOHA” in huge letters doesn’t even know the meaning of the word. If this had happened to one of the workers’ moms, would they allow her to be treated this way? Shame on you, Aloha Stadium. — C. Juliano, Kahuku

A stadium official apologized for what happened, saying the situation could have been handled better. He said it’s for liability reasons that staff is not allowed to give rides in carts or to jump-start vehicles.

“We tried to do the best we could. Unfortunately, it was not good enough and we apologize for that,” he said. “We will try to do a better job and we have met with (the part-time workers) involved” and told them about the need to explain what they can and cannot do.

In addition to liability reasons, he said, it also depends on “when the situation took place,” adding, “If it’s a busy time, we’re trying to get traffic out. We have to tend to our responsibilities first before we can assist someone that needs help unexpectedly.”

The official also said Steven’s Towing is not on contract with the stadium, but that people needing car help are directed to it because it’s the closest such service.

“We don’t get many requests for that (kind of help) because most people have cellphones and make their own calls,” he said.

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