Two Months After a Guest Died on Universal’s Epic Universe Ride, the Roller Coaster CEO Breaks His Silence — What He Says About Safety, Responsibility, and the Future of the Attraction
When Michael Mack, CEO of Germany’s Mack Rides, stepped in front of reporters this week, the air was thick with a mix of tension and expectation. The company he leads had recently delivered one of the marquee attractions for Universal’s long-awaited Epic Universe theme park in Orlando — the high-speed, high-tech Stardust Racers coaster. Just months after opening, the ride became the center of a tragedy that shook both the amusement-park world and the families who trust these attractions to be safe. A guest died after riding Stardust Racers, and now the man whose company engineered the experience is speaking out publicly for the first time.
Mack was reserved but direct. “This is an absolutely tragic event,” he said, his voice steady but carrying an unmistakable weight. “We are all deeply affected, and our thoughts remain with the family.” He didn’t come to deflect, dismiss, or downplay. He came to acknowledge the human cost that no ride manufacturer ever wants associated with their work. For him and his company, this was more than a news cycle — it was a moment that tested decades of reputation, engineering rigor and the emotional foundation of an industry built on joy.
The accident happened in early September, when a guest reportedly became unresponsive after stepping off the dual-track coaster. Universal temporarily closed the attraction, launched an internal review, and cooperated with state investigators assigned to determine whether a mechanical failure, medical episode or other unforeseen factor contributed to the rider’s death. Although Universal later reopened the ride, the tragedy left behind unanswered questions — and a grieving family seeking clarity.
Mack Rides, a family-run German engineering company operating since 1780, is no stranger to global scrutiny. Its coasters and attractions can be found in some of the most prestigious theme parks in the world. But this incident, tied to one of the largest theme park projects in recent history, brought pressure unlike anything Mack had encountered in years. When he finally addressed the situation publicly, he did so with the seriousness the moment demanded.
“We stand fully with the investigators and with Universal in understanding every detail,” Mack said. “Our goal has always been complete transparency.” Those who know him say he takes personal responsibility for the rides his company manufactures. He understands that theme parks are, for millions, places of escape and wonder — and that those dreams depend on precise engineering, rigid safety checks and unwavering trust. A fatality cuts through all of that, leaving no space for anything but honesty.
Stardust Racers, a dual-launch coaster built with cutting-edge magnetic propulsion, was meant to represent the future of high-speed theme park experiences. It delivers two separate trains racing side by side, weaving through cosmic-themed set pieces and elevated turns. It was engineered to thrill, not to frighten. The ride underwent extensive testing, rounds of certification and detailed inspections before debuting to eager crowds at Epic Universe. Nothing in the testing phase suggested a safety flaw or structural issue. That is part of why the incident has led investigators to examine all possible causes, including medical conditions that could have affected the rider before or after the experience.
In the theme park industry, investigations into such incidents are methodical. Every bolt, restraint system, speed readout and logbook entry is scrutinized. Operations crews are interviewed, engineers revisit design schematics and independent inspectors replicate ride cycles to search for anything out of the ordinary. Mack Rides has cooperated with each step. So has Universal, offering an open channel with regulators, investigators and the grieving family.
But public emotion is not driven by technical reports — it’s driven by fear and empathy. A fatality on a theme park ride disrupts an essential belief: that these spaces, built for fun and family memories, are inherently safe. Mack acknowledged that emotional reality. “Every attraction we build is created with safety as the foundational priority,” he said. “But beyond the engineering, we understand the emotional impact. We will always treat that impact with respect.”
Even as he spoke, Mack avoided speculation. The official cause of death has not been disclosed publicly, and investigators have not announced findings that point to mechanical issues. Some early reports suggested the rider’s medical condition may have played a role, but without official confirmation, both Universal and Mack Rides have avoided assumptions — a rare display of restraint in a media climate hungry for instant answers.
What Mack did emphasize was the shared responsibility between manufacturers and operators. Once a coaster is delivered, maintainance and daily inspection fall under the theme park’s purview, following strict operational protocols. “Universal is a world-class partner,” Mack said. “Their safety procedures are among the best in the world. We trust them fully.” It was an important point — not to deflect blame, but to recognize that major parks like Universal adhere to robust daily checks designed to catch issues long before they reach riders.
However, trust does not negate accountability. Mack Rides has already begun its own internal review of the ride’s design, manufacturing logs and safety data. “If there is anything we can learn or improve, we will,” Mack promised. “No ride is worth a life. Nothing we build matters more than the people who experience it.” It was the closest he came to acknowledging the heavy burden of leadership that follows a tragedy.
For families planning future trips to Epic Universe, the statement may offer some reassurance. For the family grieving the rider lost in September, words alone may never be enough. Universal has reportedly remained in contact with the family privately, ensuring they have access to information as the investigation continues. Mack Rides has also expressed its condolences and support.
Theme parks, by design, offer controlled danger — the sensation of speed, height and adrenaline without real risk. When that illusion breaks, the emotional backlash is immediate and intense. But statistically, ride fatalities remain exceedingly rare. Millions of guests ride attractions at Universal parks each year without incident. Engineers like those at Mack Rides devote their careers to ensuring that rarity holds. That’s why when something goes terribly wrong, the industry reacts with urgency and gravity.
Mack also pointed to the emotional toll such events take on the engineers and builders behind the scenes. “These coasters aren’t just machines to us,” he said quietly. “They are creations we’ve poured our hearts into. When something tragic happens, it affects everyone — our family, our company, and the entire community that works to bring joy to people.”
As Epic Universe moves toward its grand opening, the spotlight on safety has sharpened considerably. The Stardust Racers ride has returned to operation, passing renewed inspections and satisfying regulatory requirements. But the emotional shadow remains, reminding guests and industry leaders alike that no amount of anticipation or excitement can overshadow the responsibility of protecting human life.
For now, Mack’s statement marks the most direct acknowledgment from the ride’s manufacturer. It won’t be the last. As the investigation reaches its final stages, more details will surface, and more conversations about safety standards, medical screenings and operational protocols are likely to follow. But Mack’s message to the public was designed to convey transparency, responsibility and compassion — three qualities critical to rebuilding trust.
“The loss of life is something we never take lightly,” Mack said as he concluded his remarks. “Our thoughts remain with the family, and our commitment to safety is stronger than ever.” He stepped back from the microphone, and for a moment, the noise around him faded. It wasn’t the grand opening celebration he once envisioned for his company’s newest masterpiece. It wasn’t a moment of pride, or technological triumph. It was a moment of reckoning — quiet, somber and painfully human.
In the months ahead, Stardust Racers will continue to soar above Epic Universe, carrying families, thrill-seekers and fans of high-tech coasters. Riders will scream, laugh and experience the adrenaline rush it was designed to deliver. But behind the ride’s twisting tracks and racing trains, the people who built it will carry the memory of a tragedy that reshaped the story of its creation.
And for Michael Mack, the CEO who helped lead the company into a new era of innovation, the promise he made publicly this week will continue to echo long after cameras stop rolling: to honor the life lost not only with sympathy, but with a renewed commitment to the safety and humanity behind every ride they build.
