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Universal Studios Orlando Complaint - Universal Studios - Broken Rides and Not Able to Get Into Harry Potter
Complaint
ORLANDO, FLORIDA -- We went to Universal Studios the week on 12/27 for our family vacation. We experienced several problems and weren't able to enjoy the park. When we complained to guest services, we were offered a one-day return pass after 4pm OR $5 credit per person. We were extremely disappointed. Here are the problems that we experienced:
1. The Harry Potter area was closed on the 29th and 30th. We were unable to enter this attraction at 2pm on the 29th and also on the 30th. We were told to go to Toon Lagoon and wait in line for a later entry time ticket. We went to Toon Lagoon and had a difficult time finding the line for the re-entry tickets (the employees there did not know where the line is for re-entry into Harry Potter and the lines are not well labeled). Once we found the line at around 3pm, the re-entry tickets for a 9pm return time were sold out and we were told to wait in a 180 minute line to enter the attraction. That was our only option which is not an acceptable one. It's not easy waiting in a line for 3 hours with an 11 year old!
2. The Revenge of the Mummy ride was down on 12/29 from 4:45 to 5:45 (or longer). We were in line and heard an audio message to wait for further information. After 45 minutes in line, we were told that the ride would be closed. We spoke with Mary and Bob at the ride and asked for compensation. They offered us express passes, which were of no use to us since we were staying at Portofino and already had paid for Express entry. Mary and Bob told us to speak with Guest Services. We spoke with Alejander and were not satisfied with her response (a return pass after 4pm or $5 voucher per person).
3. The Jimmy Neutron ride was broken at noon on 12/30. We were told to return at a later time. We returned at 1:00 and the ride was still down.
Universal needs to limit the capacity into the park. They also need to notify guests that they may not be able to enter certain exhibits due to capacity and technical issues. We were not able to get a refund and wanted this information to be available to others who may visit the park during peak times.
1. The Harry Potter area was closed on the 29th and 30th. We were unable to enter this attraction at 2pm on the 29th and also on the 30th. We were told to go to Toon Lagoon and wait in line for a later entry time ticket. We went to Toon Lagoon and had a difficult time finding the line for the re-entry tickets (the employees there did not know where the line is for re-entry into Harry Potter and the lines are not well labeled). Once we found the line at around 3pm, the re-entry tickets for a 9pm return time were sold out and we were told to wait in a 180 minute line to enter the attraction. That was our only option which is not an acceptable one. It's not easy waiting in a line for 3 hours with an 11 year old!
2. The Revenge of the Mummy ride was down on 12/29 from 4:45 to 5:45 (or longer). We were in line and heard an audio message to wait for further information. After 45 minutes in line, we were told that the ride would be closed. We spoke with Mary and Bob at the ride and asked for compensation. They offered us express passes, which were of no use to us since we were staying at Portofino and already had paid for Express entry. Mary and Bob told us to speak with Guest Services. We spoke with Alejander and were not satisfied with her response (a return pass after 4pm or $5 voucher per person).
3. The Jimmy Neutron ride was broken at noon on 12/30. We were told to return at a later time. We returned at 1:00 and the ride was still down.
Universal needs to limit the capacity into the park. They also need to notify guests that they may not be able to enter certain exhibits due to capacity and technical issues. We were not able to get a refund and wanted this information to be available to others who may visit the park during peak times.
Comments:
Posted by Slimjim on 2011-01-11:
This isn't the first complaint written about this issue over the Christmas week there but you did offer valid suggestions I didn't see with the others. While there usually is wait times posted on a board, it generally is inside the park's entrance. Better wait and non-operating attraction disclosures before one buys tickets could be an improvement worth considering, especially during the busiest week of the year.
Posted by MDSasquatch on 2011-01-11:
"We went to Universal Studios the week on 12/27"
nuff said
nuff said
Posted by Anonymous on 2011-01-11:
all I saw was 12/27.
Posted by Fufu487 on 2011-01-11:
with everyone else here, I'm sorry to say. You went during peak times, you contributed to the lines aswell. Yes, they could limit park entry, but they can't control who wants to go to what attractions, and they sure as heck arn't going to refund your tickets just because you didnt get to go on the attraction you wanted to. Rides break sometimes, they are running all day, all the time. Even regular maintenance checks won't 100% guarantee they won't have occasional issues. That Harry Potter attraction is hot stuff right now, everyone wants to see it. Of course it's going to be hard to get into it.
Posted by stacey063 on 2011-01-22:
I too experienced the abhorrent situation at Islands of Adventure. I did contact Universal after the fact about it and they have been more than gracious and personal about getting me replacement tix to come another time. I only wish they'd been that personal and customer oriented at the park.
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