Hi *My name is Jasminka Rivera*I had never write a complaint before,but I feel so much...

GetHuman1155259's customer service issue with Universal Studios Orlando from September 2018

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The issue in GetHuman1155259's own words
Hi *My name is Jasminka Rivera*I had never write a complaint before,but I feel so much distressed emotionally.I really feel need to tell you what huppened.*I love Universal,It's were I was purposed and were I spent my honeymoon,I have beautifull memories there.*Last night I went to the Horor nights and it huppened that I go by myself.Everybody from your crew are super nice,the weather is not but what can we do.When I enter The Stranger Things around ** pm I was soakin wet,thirsty and exausted.I know that does not mean anything to you but I have chronic kidney inflammation stage * that makes me feel extreamly tired and standing in line for so long is painfull,still,I was waiting like everybody else was and was moving slowly towards the enterance of the attraction.Like I said,I was by myself so kept in the wide line together with a familly in wich there was girl in a wheelchair.I never talked to them,but often I would rest my arms on the bench that we were surrounded with while watching at the two big screen next to some person from that group,that helped so much for the waiting time to go faster.While there I heard a boy in uniform saying to keep our orange tickets out.What?I didn't got any orange ticket,but I can't tell the boy because he is so far from me and I can't step over people to get to him,I have to stay in line,than I hear the person behind me saying,wich tickets are talking about,and the girl in the wheelchair saying she don't have one,her familly member saying she got tickets for the entire group...I missed that part I don't know how but I am almost there now.We are entering the line behind the tv's,I have nothing to entertain myself with while waiting and didn't spoke to anybody so I take phone out and get my thoughts deep into what I read...still walking side by the girl in wheelchair,it's wide line and she was my way of not forgetting we're I am in the line.Than employ stopes me to ask for orange tickets and I tell him that I don't have one,that I never got one.He say ok.I hurry forward to get to were the familly in wheelchair is so I keep my place in the line.I put my head in the phone again when there are some of your employees telling me if I don't have orange ticket I cannot get on the ride.Exuse me,I waited over one hour to get here and you are telling me that I can't get on the ride because I didn't get orange ticket!Its not my fault that I never got any!I know in this moment you want to put the blame on the person giving out tickets but hey it was raining we were shivering when we entered the line and I don't remember seing the person I don't know Maby he was thinking I am part of the familly that I was going next to and give them tickets for everybody I really don't know and I don't care all I know is I was waiting over an hour so someone can tell me that I need to leave the line.I told them,they cannot do that to me I didn't do anything wrong to be kicked out,I am waiting like anybody else with everybody else I am walking alone I didn't say single word to anybody,don't I need to do something wrong to be kicked out?He said if I don't have orange ticket that means that I skipped the line.What in the world?!How did I manage to skip over an hour long line with rails and not ropes!I won't fit trough them,I have to jump over!He asked me were was I waiting in the line,I told him besides the familly with the girl in the wheelchair,he ask were,I said I don't know besides I was behind it was wide line so we were standing near to watching the big screen tv and now the line got narrow now I am standing in front of them but I did not separate even that I don't know them or I didn't talk to them.He asked the people in the crowd who was I with.People ignored him and nobady say anything.I don't know why,but when he didn't hear anything he decided that that means I skipped line.No if nobady say anything is not determination that I skipped line,nobady said I skipped any line,nobady said anything,nobady complained about anything.I ask why are they doing this to me,after waiting over an hour they are telling me they decided I skipped line but nobady saw me doing it nobady can confirm that nobady complains.Making scene for no reason.Than he said to me,hey,you said you were behind the familly and than in front and acording to our policy you need to be kicked out for going in front of someone!You said yourself you skipped line.You admited yourself so leave now or segurity will escort you.Ecuse me,now you have to twist my words?Is this so you can confirm yourself and your boss that you are right and you have to prove that even if it takes making scene humiliate me twisting my words and accusing me of skipping line that I waited over an hour on!Than I see lots of people your employees gethering to deal with me like I am some kind of criminal.The moment when raised my voice was when his boss comes and he tells his boss that there were multiple people complaining that I skipped the line...What???Now you are going to make up stories?How far are you people willing to go to prove that you are so smart and doing the right thing?There are no multiple people,there are no people complaining,nobady ever complained at first place,you simply made a scene out of nothing really.When I heard this lies I had enough and burst crying.They went to call the security to escort me out.I ask his boss,I don't understand how do you have the humanity to get me to this point so humiliated in front of everybody for no reason,how he will he feel if this was done to him,the torture and the lies to the point to make me break down and cry,I am ** years old,this is so embarising to me.He said there is a reason for it,I skipped line.I asked,did he check cameras and saw me doing it,did anybody complained about me?How did I skipped one hour long line,did fly over all those people or came trough a tunnel,what is the proof that I did it...There are people coming to talk them saying here take my tickets,nobady ask me for mine,please it was raining,we were rushing,somebody got somebody didn't,somebody was asked for I told but we're not asked for,please take the ticket and let the girl go....They said I have last chace to leave by myself before the. Segurity escorts me out of the park.I said I can't believe this and run to the customer service in tears.It might seemed to people that I cry because I didn't enter the ride,and that is embarrassing,I don't care about any ride or anything from Universal at this point,the tears came to me because I felt hurt for the humiliation that they made me feel,I didn't do anything to deserve it.I didn't do anything wrong.*I think the person name was Alian that helped me at the customer service.While I was talking to him a man approached and he said,I already speak with the manager,I was in the line with the girl all this time and she was waiting like everybody,it was raining,some of us got tickets and some of us didn't,some of us was asked for them some of us was not,here,I still have few of them.The guy that asked her for ticket didn't ask me and many others for it.They kicked her out anyway.*Alian was who saved the day.He got me express pass and escort me to the enterance.I am very grateful about what he did,again,not because I will get on the ride but because of his understaniding and about how he made feel.Its all about that,people will forget what you said or did to them but they will never forget how you made them feel.Its all about that. I went trough the attraction quick and run to the restrooms to vomit.It my nerves.The stress.All the magic is gone when you are mistreated.*Please,I am asking you,first check the cameras to see that I haven't skipped any line but waiting long on it.It was last night,Sunday the **th between **-**.**.Once you see to believe me,next,please talk to your employees.I know that they are group to tell you story of their kind to protect them selfs,and actually they can protect themselves because they are following orders that I am guessing you are really strict about so f you tell them to kick out anyone that does not have orange tickets that is what they will do.I guess you are so strict that the employee had to make up a story of nonexisting multiple people complaining about me just to prove his boss he is doing the right thing and that is the reason why he causes scene for everybody to watch.You need to teach them a lot more than following rules.Teach them customer service.Humanity.We pay for the experience.We pay for how Universal makes us feel.The people will never forget how you made them feel.And what felt from your your employees securing the ride was great frustration, embarrassment and humiliation.*With all the respect,I apologize for my unperfect English and for being so emotional explaining this.I hope you will do something about it.*Best Regards*Jasminka Rivera

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Universal Studios Orlando

Customer service issue
Reported by GetHuman1155259
Sep 17th, 2018 - 3 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 34 others
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GetHuman1155259 started working on this issue
Sep 17th, 2018 4:09pm

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