Great Service: Shout out to Universal Orlando!
 

We just wanted to share our experience of exceptional customer service!:spin::wave:


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Hello Caroline,

Thank you for contacting Universal Orlando Resort.

I am saddened to learn that you will not be able to visit this year as planned due to current travel restrictions. Upon review of your two (2) 2-Park Preferred Annual Passes, I was able to confirm that your new expiration date is October 25, 2020. However, I definitely understand that this extension will not be beneficial due to your individual circumstances.



As a one-time exception, I would be happy to expire out your existing Annual Passes and arrange two (2) new 2-Park Preferred Annual Passes that would be valid for your remaining four (4) months beginning the date of activation. This offer will never expire, and may be redeemed whenever you are able to return to our parks

Just had ours through and this is the reply we Got

I would be happy to cancel your current passes and arrange for you to receive two (2) 2-Park Preferred Annual Passes, valid for six (6) months from the day you pick them up. This would provide you the same type of pass for the number of months since our reopening and your expiration date.

Really pleased with that reply, well done universal

Jules

Well done Universal, true customer service 👍😄

Universal has handled the Covid situation better than Disney I’m sorry to say. Disney haven’t been bad, it is just Universal have been much better.

That's a good outcome 👍

We got this but only 3 months. I wonder if it’s because they replied 3 months before our passes were due to expire? That would explain some of the inconsistencies in Universals response.

most of the differences I've seen over the various threads (and different forums) mostly came from the activation date of the AP, and how many times the guest had been able to use them


for example, in my case, our APs were renewed online in january/february and we would not have the chance to use them before expiration.
They gave us a 1 year AP to activate whenever we returned (no time limit) as that AP never was used once (since renewal)

the reason I say it's based on the usage that's been made, is because they first made a mistake, and told us that, since we had used our AP for one month, they would give us an 11 month "AP" when we returned. Turns out they were wrong and we never used it, so they changed to 12 months (full validity)

some other posters had upgraded their APs from tickets, and were given credits for durations like 30 days whenever they returned.
some were given credit for the amount of months that were left on their APs (+ the amount of time the parks were closed)


so, basically, they seem to offer based on how much you have used your AP before the parks closed. The more you have visited under your AP, the lower the offer. Some even got as low as a 3 to 5 days tickets for their next visit.

That’s interesting, we haven’t used our seasonal passes which we bought on our last day in October last year. When I email I hope they do a similar deal to what you are suggesting as that would be fab. We haven’t done it yet because we don’t know if it’ll be July or August when we (hopefully) get to visit because if it’s July we will probably need to upgrade them because of blackout dates? We are waiting to see what happens with exam dates next year.

Kat

We renewed our seasonal passes last November when we there. After having our holiday in April cancelled we emailed them and asked if there was anything they could do, so we didn't waste them.

They originally offered us 5 day passes to use whenever we next went but after seeing people here getting their full passes renewed, we asked them if we could have annual passes that started the next time we're able to go.

As we hadn't started our passes they agreed to us having them start when we next go.

I would contact them and ask, especially about the blackout dates, they are very helpful.

We had used them 2 days but had 3 months left before expiry when we contacted Universal.