Universal Studios Orlando Customer Service Issues

I visited Universal Studios last Monday with my family. We purchased two park/one day tickets and two interactive wands for my grandchildren, huge Harry Potter fans. Unfortunately, the wands did not work well at many locations despite asking for help. This led to disappointment among both kids and adults. We heard similar complaints from other visitors too. The kids, aged 9 and 10, were upset when we considered returning the wands. In the end, they came home with us as pricey souvenirs without the joy we expected. I kindly request a refund for the two interactive wands. Thank you for your attention to this matter. Best, Melody M.

Hello, we own a holiday home in Kissimmee and qualify for resident tickets. I recently bought five resident preferred annual passes - four for adults and one for a child. I plan to pick up the passes later this week. My questions are, do my children (ages 12 and 10) need ID to collect the tickets since they don't have Florida identification or bills in their names? They do have Irish passports which can verify their identities. Additionally, my husband and I have expired Florida IDs. As we can't renew them until late January when we'll be back home, can we bring our outdated IDs along with recent bills like KUA and Toho water to prove our property ownership? Thank you for your assistance. - Anne S.

I recently received news that I won a competition for an amazing holiday package from Universal Studios, covering flights, accommodation, and park passes. However, I am hesitant to get too excited as I fear it might be a scam. My confirmation number is US121303 and my user name is [redacted]. Unfortunately, my best friend was recently diagnosed with breast cancer, so I want to make sure this holiday is legitimate before sharing the news with her. If you have any insight or if you need more details, please let me know. I am hopeful but cautious about this unexpected opportunity.

Hello, I am Sholom Meir Wilheim. I visited your park with my family on 4/24/[redacted], purchasing fast passes for both Universal Orlando parks for $1,[redacted]. While we enjoyed the attractions, I was disappointed by the minimal time difference between express and regular passes. Specifically, the express pass line for a Harry Potter ride was longer, which is unacceptable. I would like to know how to send my picture proof to Universal Customer Service and seek reimbursement for my experience. Thank you, Sholom Meir Wilheim.

I wanted to surprise my friend by taking her to Universal Hollywood Studios on Saturday, June 15. Unfortunately, she couldn't make it, and now I can't use the tickets as I have nobody to watch my baby. I'd like a refund as I won't be able to use them in the near future due to other commitments. The tickets were purchased by my husband, Israel Ovalle, with the credit card ending in [redacted]. The confirmation number is [redacted]3USH[redacted]4. The tickets are for Universal Studios Hollywood in Los Angeles, but we are currently in Orlando.

I had a friend scheduled to arrive on Friday night (*****) from outside the US, and I planned to surprise her with a visit to Universal Studios on Saturday with two tickets for one day at the park. Unfortunately, she had to postpone her trip, leaving me unable to use the tickets as I need to stay home to care for my baby. I am requesting a refund for the unused tickets due to these unforeseen circumstances. The tickets were purchased by my husband, Israel Ovalle, using a credit card ending in ****, and the confirmation number is ********USH********. It's worth noting that the tickets are for Universal Studios Hollywood in Los Angeles, but we are currently in Orlando.

While comparing Universal Orlando Florida ticket options for our family vacation, my wife accidentally booked the wrong tickets due to a mix-up with the tabs on the computer screen. Instead of purchasing the 2-day, 2-park base ticket for Walt Disney World that we intended to get, she bought the 5-day, 2-park base with 3 days free and the 5-day, 3-park base with 3 days free tickets, totaling $[redacted].05 and $[redacted].95 respectively. Unfortunately, Travelocity informed us that the ticket sales are final and cannot be changed. Additionally, the dates for the tickets are incorrect. I tried to stop the payment through the bank without success. Now, we are left with tickets for 10 days at Universal and no tickets for Walt Disney World, which is a significant financial loss for us. We appreciate any assistance or advice on how to rectify this situation. Thank you for your help.

My son, a pass holder with an HHN express pass, had a distressing experience on your newest roller coaster. Despite waiting through a long line, when he finally secured a front seat, the attendant said the harness was not secure enough and he had to leave. He had successfully fit in the test seat earlier but was denied after the wait, which felt like fat shaming and discrimination. This has left him embarrassed, humiliated, and disappointed, completely ruining his special trip. Several hundred dollars were spent on this experience. We are seeking an apology and a resolution to make things right. Sincerely, James R. B. [redacted]

On 12/10, during our annual visit to Universal at the Harry Potter and the Forbidden Journey ride around 3:30pm, my son and I encountered technical difficulties. We were suspended mid-air upside down three times. The situation was poorly managed, lacking clear instructions and reassurance for everyone. This experience left me feeling very uncomfortable and on the verge of panic. The handling of the incident deserves a failing grade in my opinion. Arax Cohen.

I was trying to purchase tickets on the www.universalorlando.com website for my son and his girlfriend for Christmas. I came across a special offer that enticed me, but when I tried to go back to access it, I encountered technical difficulties. After giving up on the website, I contacted [redacted]. Unfortunately, after being on hold for 23 minutes, I spoke to Ish who informed me that the offer had expired on 12/19/19 but was still on the site due to IT issues. Despite my background in sales and customer service at Collins Aerospace, where we always prioritized customer satisfaction, I was disheartened when Universal Orlando couldn't honor the offer. The deal I was interested in was for a 2-Park Park-to-Park Ticket, which included a promotional ticket for a free 2nd day visit to both Universal Studios Florida and Universal’s Islands of Adventure.

I wanted to share our experience at the parks on January 5, [redacted]. My family, visiting from CT, purchased the 2-park pass to Isles of Adventure and Universal Studios. Unfortunately, upon entering Isles of Adventure, we were unable to go on the rides due to technical issues. We were directed to Universal Studios, where we also encountered ride interruptions. Despite receiving express passes, the interruptions continued. We paid approximately $1,[redacted] for six people and felt dissatisfied with the experience, especially considering the significant breakdowns and long lines. We doubt we will return at these prices or recommend the park to others. While some in our group enjoyed the coasters, my sister and I did not. We believe better communication about the technical issues at the gate could have helped manage our expectations. We kindly request a partial refund of our ticket costs as we will be leaving Orlando by January 9. Thank you for your understanding. - Susan M.

Good evening, I purchased a total of 3 entrance tickets for 2 days of park visits, with each park being visited per day. The tickets were for two adults, Maria Teresa Cacua and Antonio Panariello, as well as an additional child named Valentina Saavedra. To expedite our visit, I also bought 2 unlimited fast line tickets. Unfortunately, Antonio Panariello will not be able to make the trip from Colombia to Orlando. I kindly request a refund for his ticket only. The confirmation number for this transaction is U[redacted]8. Thank you for your assistance. I look forward to your reply. Regards, Maria Teresa C.

I had a phone interview today at 10:30 a.m. from Jake at [redacted]. I feel discriminated against for being Hispanic. I'm bilingual in English and Spanish, and I applied online for the custodial position for Sundays, Mondays, and Tuesdays. I hold a valid Florida driver's license and I am a permanent resident in the USA. Initially, I had a virtual interview with a cheerful lady who mentioned the importance of working Saturdays or Sundays each week, coinciding perfectly with my availability. However, Jake's demeanor during the interview was quite different. I am dedicated and helpful, having recently moved to Orlando in November. I found it disheartening to experience discrimination in the hiring process. Despite mentioning I am fluent in English and equipped to assist both Hispanic and American guests, there seemed to be a bias against me. Although I briefly struggled with one question, I was abruptly cut off by Jake. It's unfortunate that discrimination still exists.

I have been trying to reach Guest Services for the past five days but have had no luck. I emailed the necessary details to [redacted],[redacted],[redacted] Last year, I purchased a Premier Annual Pass for Universal Studios Orlando online, which I could not use due to Covid-19. When I finally planned to visit in [redacted], I faced issues retrieving my pass. After several complications, I was given a new pass that expires in six months, not the one I was promised. Despite trying to resolve this over the phone, I have not been successful. I expect to receive a new Premier Pass valid until [redacted] with the current three months deal. I have been a loyal Universal customer, and I hope for a prompt resolution.

I arrived at Islands of Adventure with my family on 6 Jul. I followed the instructions of a park employee and went to the guest services with my Military Ticket purchase confirmation at 10:00am. We waited in line for an hour and received what I thought were tickets. However, at the entrance, we were informed that the tickets were not valid, so we had to wait at the ticket booth for an hour and twenty minutes. Unfortunately, we were then told our tickets had already been issued and couldn't be reissued. Eventually, a team leader helped us go back to guest services where we waited for another thirty minutes to get the correct passes. After over three hours, we were able to enter the park, which was quite challenging for the kids, especially one with special needs. I appreciate the assistance pass provided for him, but it was not the ideal start to our Universal experience. I hope today will be smoother and that there won't be similar issues in the park.

Hello Universal Studios, my name is Paige F. Growing up, I have cherished visiting your parks and witnessing your creations that have become a significant part of my family's story. During our recent visit, unfortunately, we encountered heavy rain and long wait times, preventing us from enjoying the experience fully. Despite our efforts to make the most of the day, the circumstances led to us not being able to go on any rides. I hold a deep admiration for Disney and would appreciate if there is a possibility of receiving a refund or credit for a future visit. Please contact me via email at @[redacted] or [redacted]. Thank you for your attention to my concern.

Subject: Unfortunate Experience at Islands of Adventure Dear Customer Service, I would like to address the upsetting encounter I faced today at Islands of Adventure, specifically in the Hagrid’s Motorbike queue. My group of three was separated by the attendant despite our request to stay together on the ride. Despite several attempts to explain that we wanted to ride together, the attendant insisted on splitting us up, resulting in a disappointing experience for all of us. Being a loyal preferred pass member at Universal Studios, I have never encountered such disregard for customer satisfaction before. It is disheartening to be treated in such a manner after investing significant amounts of money in the parks. The dismissive behavior we encountered made us feel like an inconvenience rather than valued guests. It is unacceptable for staff at Universal Studios and Islands of Adventure to diminish the magical experience visitors expect when visiting the parks. Sincerely, A. Hill

I have reservations at the Dockside hotel and bought 10 2-day tickets for Universal Studios and Islands of Adventure. Unfortunately, I've been in contact with someone who tested positive for Covid, so I need to stay home. The rest of my group is still going, but I would like a refund for my ticket. This situation is beyond my control, and for the well-being of all guests at Universal, I am following quarantine guidelines until I receive a negative test result.

Dear Universal Studios, I am Alexi, a 13-year-old visitor from Massachusetts exploring Florida. While I enjoyed my time at Citywalk and understand the variety of products available, I felt disappointed by the limited selection of E.T. merchandise. As a fan of the movie since I was 6, I expected to find more options like t-shirts and plush toys. Comparing it to the extensive lines for other franchises like Harry Potter and Despicable Me, I believe investing in expanding the E.T. product range could attract more fans and increase profits. During my trip, I had money set aside for souvenirs but ended up buying Disney items instead due to the lack of E.T. products. Seeing the ample Back to The Future collection right next to the small E.T. section made me question why one franchise received more attention than the other. As E.T. approaches its 40th anniversary, enhancing the merchandise selection could engage a broader audience of fans like me. I appreciate your swift responses on Twitter and hope my feedback reaches the appropriate teams to address this issue. Thank you for listening. Sincerely, Alexi

It is concerning how Universal is handling the current situation. The lack of safety precautions for guests and employees during this pandemic is worrying. Encouraging everyone to wear masks to prevent the spread of the virus is crucial. Employees being exposed to the virus at work and then bringing it home to their families is unacceptable. Universal should prioritize the health and well-being of everyone involved. Safety measures need to be enforced to protect employees and guests alike. Hopefully, they will take the necessary steps to address these issues and prioritize safety over profits.