Universal Studios Orlando Customer Service Issues

My family of four experienced significant delays at the park. We waited 45 minutes to get tickets as only 3 out of 12 windows were open. Once inside, we faced long wait times and even had an attraction close down due to technical issues after waiting for almost two hours. The rollercoaster was also closed without any announcement. Inconsistent mask-wearing policies were observed among staff. Transparency on park and attraction capacity is lacking. Despite expressing my concerns to the Guest Service Manager, a refund was denied. Adequate staffing, safety measures, and emergency evacuation plans need improvement. The overall guest experience was disappointing, considering the high cost of $[redacted].25. Should the park fail to address these issues promptly, further action will be taken with relevant authorities to ensure guest safety and satisfactory service.

Hello, I am reaching out regarding a recent purchase I made for 2 Florida Resident 2-Park 1-Day tickets with an additional day and CityWalk access as a pre-Christmas gift for my daughter and myself. Our planned visit was on December 4th, '21. However, on the morning of our trip, my daughter had a medical emergency and was hospitalized. She is currently unable to go on amusement rides for several months. I have all the necessary documentation from the hospital. The tickets with confirmation numbers U[redacted]6 were priced at $[redacted].00 each, totaling $[redacted].84 with taxes. The tickets are set to expire on February 4th, '22. I am wondering if it would be possible to either receive a refund or extend the expiration date of the tickets due to the circumstances. We were looking forward to our visit and hope to experience Universal Studios when it can be a joyful outing for us. Any assistance you could provide would be greatly appreciated. Thank you, Patricia M.

I had a recent visit to Universal Studios in Orlando and wanted to share my experience. My previous visits were enjoyable, but this time was different. Unfortunately, several rides and attractions, like the Shrek attraction and Revenge of the Mummy, were closed. Along with the inconvenience of some attractions being unavailable, the process of the parent switch for rides caused frustration due to long waits. It can be disheartening to wait alone with the crowds after the other parent and children have enjoyed the ride. I hope this feedback reaches the right department at Universal Studios and would appreciate a possible follow-up. Thank you in advance. Best regards, Sandrine S.

Hello, I would like to share my experience from yesterday when my family and I purchased Universal Studios park tickets. We paid $[redacted] for our tickets and arrived in Orlando late. By the time we got into the park at 3 pm, the lines were already very long. We thought we had until the park's closing time at 10 pm to enjoy the attractions and wait in line. Sadly, around 6 pm, we were informed that the park was closing early for senior night. Despite walking around, buying food, and getting souvenirs, we didn't manage to get on any rides. If we had known about the early closure, we would have gone to Disney instead. I kindly request a refund for our tickets.

I contacted customer service to inquire about accommodations for my 13-year-old son who has a medical condition preventing him from standing for long periods. The agent provided a reference number and assured us assistance on our visit to the park on June 1st, [redacted]. Despite only purchasing tickets when assured of help, upon arriving at the park, the system in place proved ineffective. The card provided only allowed for one ride at a time, which resulted in long wait times exceeding my son's limit. This led to our group of four having to leave the park after spending nearly $[redacted]. We have visited Orlando frequently due to work but were deeply disappointed by this experience. It felt discriminatory to expect individuals with medical conditions to purchase fast-pass tickets as the only alternative. We kindly request a refund for our tickets due to the unsatisfactory service provided and multiple ride closures encountered on June 1st.

Good afternoon, I wanted to express my dissatisfaction with the service provided to breastfeeding mothers. It was humiliating to feed my child in line because there was no consideration for mothers without a fast pass. I strive to teach my children kindness, yet your actions contradict this. With many cameras, it is disappointing that you cannot see mothers with infants throughout the park. It was the worst scenario to show my child that money is prioritized over children. Feeding my child while walking in line was unjust. You are the dream of many children, but fairness is lacking. You have the capability to manage access or create a similar scenario like in the water park. There seems to be a lack of concern for those who want to provide their children with great experiences. I felt compelled to share my experience as it seems returning with more money is the only solution. I hope for a response that addresses these issues with sensitivity.

To the Customer Support Department: This voucher is for 6 adults and 3 children. Unfortunately, due to illness, my son, his wife, and their newborn baby cannot join. We had booked a full vacation package with 7 days in the parks. Since they cannot attend, I request not a refund but some form of special consideration as a gesture of goodwill from you towards a customer. While we do not seek monetary compensation, as we will be at the park with the children, my grandchildren, we would appreciate some kind of special attention, perhaps discounts on food, shopping, or other perks you offer in such situations. Attached are supporting documents, even from the airline, to verify the authenticity of this information. Thank you very much for your attention and for resolving this. Regards, my grandchildren will appreciate it.

Dear Universal Studios, I am writing to express my disappointment with the way my family was treated when we visited Universal Studios Islands of Adventure on August 29th. Upon arriving at the guest relations service desk, we encountered Derek, who was unhelpful and dismissive when we tried to explain our need for assistance for my daughter Sienna, who has autism and sensory issues. Despite providing medical documentation, Derek refused to acknowledge her condition, leaving us feeling unwelcome and intimidated. His attitude and lack of empathy made us hesitant to seek further assistance and he created a tense atmosphere that caused unnecessary stress for our family. This negative experience has made us reconsider visiting the park again, as we do not want to subject ourselves to such treatment in the future. Sincerely, Penny Ritchie and Family

My name is Timothy Moynihan. Today, I dropped off my daughter Ayden at the park. Due to a jammed route home to Ocala because of the hurricane, I parked in the furthest employee lot to wait for her shift to end. Security approached me, stating I couldn't wait there, even though it was the regular employee parking lot where my daughter works. The security person, Ereek Chapple, and the tower staff insisted I leave. When I questioned why other empty cars could stay, but I couldn't, I was told it didn't matter. It was around 10 am, and instead of causing further issues at drop-off, I decided to do the right thing. I am displeased with how the situation was handled, especially given the state of emergency. I expect an apology from the tower staff and hope they handle similar situations more effectively in the future.

I am not complaining, but I have an inquiry. My wife and I got married on October 30, [redacted], at Halloween Horror Nights, and I am curious if there is a record of it. I recently searched online to find out if there have been any weddings at Halloween Horror Nights since then. I came across information about a wedding in [redacted] that was claimed to be the first. However, I couldn't locate any details about our wedding. Thank you.

Security apprehended my adult son for alleged shoplifting and left my minor child unattended in a park when they took him into the security office. They refused to contact me when my son requested it. My minor child was left alone without guidance. My son repeatedly asked to call me but was denied. Security explained it was their protocol. I want to know why leaving a minor in a crowded park is deemed safe. Despite resolving the issue with my son, I am still waiting for an apology for how my minor child was handled. She was deeply affected by this incident.

Yesterday, I took my fiancée to the Wizarding World of Harry Potter for the first time using our Premier Annual Passes. Everything was fantastic, and she was in awe of the magical sights. We decided to try The Forbidden Journey ride first. However, our experience was marred by an incident with a ride cast member. Despite already testing the seats, the cast member repeatedly singled out my fiancé before the loading zone, insisting she try the seat again. This made us uncomfortable. When we finally boarded, another staff member handling the safety bars was not respectful or understanding of my fiancé's medical condition. Their actions were distressing, and we were eventually escorted out of the ride, leading to a humiliating and traumatic experience for my fiancée. This situation was particularly upsetting as she has never encountered such treatment before. I hope the park can address this issue and prevent such incidents from happening in the future.

To Whom It May Concern, I am extremely disappointed in the handling of my booking experience. Last night, I called to make my final payment for the trip and confirm restaurant and Grinch breakfast reservations. It was disheartening when I was informed that my Grinch breakfast reservation was not showing in the system, despite having the confirmation email and having paid in full. After discussions and being placed on hold for approximately 30 minutes, I was advised that there should have been a set time for the reservation from the beginning. Despite spending two hours trying to resolve the issue, the options provided were not satisfactory. The offer of a complementary breakfast at a restaurant my family does not prefer or a one-day photo was not acceptable. Subsequently, after speaking to customer service, I was simply advised to keep checking the website or wait closer to the date for a possible resolution, which feels unfair considering the effort and anticipation put into planning this special trip for my son's 16th Birthday. This experience has been heartbreaking as this trip held significant meaning for me and my family. I hope the responsible team member is identified and receives proper training to avoid similar errors for other families. I urge for a more satisfactory resolution and request to address this matter further with the appropriate supervisor at Universal Studios. Thank you, Jamie N. Travel Reservations: [redacted] Grinch Breakfast Reservation: [redacted]

I am a disabled veteran with a family of four. I tried to renew my ticket and was initially informed that the twenty percent discount was no longer available. However, upon speaking with in-house staff at the location, there was a possibility it could be honored. I was assisted by a young man named Dex who consulted with the manager, Makala. They agreed to honor the twenty percent discount and Howlween Horror Nights. Unfortunately, it was too late for the Horror Nights as the deadline had passed the day before, unbeknownst to me. Makala then reversed her decision, refusing any discount, leaving my family and me disappointed. This situation was especially distressing for me due to my PTSD. I hope for assistance for this disabled veteran and his family. This incident occurred at the Orlando Florida Park.

I've made several attempts to contact customer service today. After getting through three times quickly, the representatives were unable to hear me. Now, I've been on hold for over 2.5 hours. My initial issue is that I can't locate my purchase of two tickets made three days ago. Jessica mentioned that I could repurchase the tickets and receive a refund for any duplicates. I've tried to buy the same tickets again, but the pricing has increased. Despite purchasing two tickets, I realized later that they were park-to-park passes when I actually need base passes. I've been trying to resolve this through multiple calls but keep encountering issues with the call center. The price difference is significant, and I hope to exchange these tickets. If I had been able to purchase correctly earlier, this situation could have been avoided.

I purchased 2 tickets to Universal Studios to visit the Harry Potter-themed park with my wife. However, we were directed to the wrong park and had to buy 2 more tickets for the correct one. This mistake cost us time and money, as we had to leave after only 5 hours. I am requesting a refund for the first park ticket. Name: Anthony F. Email: [redacted]

We purchased tickets and hotel bookings together, but we have regular admission tickets for 2 days. We want to upgrade to the unlimited fast pass for an additional $30 per person per day. However, when trying to modify the tickets online, the price increases. The confirmation code is C6D803U2, and the reservation is under Jieun Ko and Eunji Kim. Checked in on 1/11 and check out on 1/12. Please advise if there are any queries.

I, D. G., a [redacted]% disabled veteran, purchased four freedom passes on 12/19/22 and appreciate the assistance. Due to my injury, I have difficulty standing in line but enjoy the rides. At the park, I was advised to buy a fast pass to access rides quicker, witnessed by my group. I spent an extra $[redacted] only to find out later that some rides were excluded. This left me unsatisfied and questioning the value of the fast pass. I prefer to discuss this matter over the phone rather than a messaging system.

Yesterday at Adventure Island in Universal Orlando, I lost my purple lanyard wallet which contained my driver's license, 3 credit cards, insurance cards, and Universal tickets. I believe I left it on the bathroom hook in the Harry Potter world. The restroom was in front of the Deutch restaurant. It is situated across from a sitting area resembling a bus stop waiting area. I distinctly recall having it with me when I visited that bathroom. I am reaching out to inquire if anyone has handed it to guest services or if the cleaning staff discovered it. Your prompt assistance is greatly appreciated. Thank you.

Hello, my name is Wagner. I have been a visitor to Universal Studios Orlando for years. Last year, I noticed that the roller coaster "Revenge of the Mummy" was closed for maintenance. Since then, I have been trying to find out if the attraction is now operational or not. The Universal Studios website is not very clear, and various blogs provide conflicting information. Some mention that it is back up and running with restrictions, while others state it is still under maintenance. I am from Brazil and I am planning a trip in May. Visiting Universal is a priority for me, mainly to experience this particular attraction. Could someone please confirm if "Revenge of the Mummy" is currently open? It would greatly help with my trip planning and expenses. Thank you.