Universal Studios Complaint - Too Many People - Too Many Lines
ORLANDO, FLORIDA -- We went to Universal 12/27/2010 to see the new Harry Potter Exhibit. The best thing about our day was the guest services representative cheerfully refunded our ticket because the lines were so long we could not see the exhibit. You have to go near the Harry Potter entrance to get timed return tickets. Our tickets were for 5 hours later. The lines at the other rides were 90 minutes. Spiderman was 150 minutes. The line into Harry Potter actually became dangerous with people pushing past mothers with baby strollers and bumping people in wheelchairs. The park staff was extremely poorly trained. They had no idea how to control the line and the crowd.
Inside Harry Potter the crowd was uncomfortable always bumping into me. We waited 30 minutes just to get into a store to look at souvenirs The Gryffendor Scarves were sold out after a week of temps in the 40's. The lines into Hogwarts and the rides were 90 minutes. Even the wand shop had a 30 minute line.
A woman next to me getting her refund said she had 7:50 timed tickets and was not allowed into Harry Potter. The staff shut down admission because the area was filled to capacity.
What Universal can do:
1. Stop letting so many people in. When you sell a product that you cannot deliver because of overcrowding, that is fraud.
2. Let people sign up for timed return tickets at the park entrance, and, make sure people know timed tickets are required.
3. Stop people at least 50 yards from the entrance until the time of timed tickets. The crush in the crowd was because people with later tickets were blocking the entrance,
4. Clearly mark exits to stores as exit only
5. Invest in crowd control technology and staff training.
6. Require staff training and park knowledge. I asked several staffers for directions, they did not even know where guest services is.
What you can do: Stay at Universal hotel and start at the park at 7:00AM, Pay $80 for the express pass and skip line rides, don't go to Universal Christmas week (they way overfill the park), go to guest services and demand a refund when you have a terrible day.