We had purchased Legoland tickets in March of this year for my family of four to take advantage of a substantial discount directly from legoland.com. The total was approximately $233 which included ticket admission and parking fees. We were to then book a date to attend Legoland and we chose a date towards the end of May. However, we checked the weather forecast once we approached that date and it called for showers that entire weekend. We decided to postpone Legoland for a future date, knowing that we could use these prepaid tickets for up to one year from the date of purchase, as per their terms — possibly some time immediately after summer. So, the summer came and went. We emailed Legoland to ask about making use of these prepaid tickets to book for a date in September. They emailed back and said that we could show our prepaid tickets email at guest services on arrival. So we decided to make the 2 hour drive to Goshen, NY on a Saturday. We arrived at Legoland, approached guest services and showed them the email. Guest services explained that we would need to pay an additional $200. We asked to speak to a manager. The assistant manager came out and then proceeded to read the email we received highlighting one specific crucial statement. I’m pasting it here.
“However, the value of your tickets is valid for one year from the date of purchase. Therefore, you may bring your unused ticket information, and this email, to the Ticket Window on the day you'd like to visit the park and a Model Citizen will be happy to assist you with your purchase. Please be aware that our ticket prices fluctuate so you will be responsible for the difference in cost. “
^^ It’s that last sentence where it says “responsible for the difference in cost” — What is baffling to me is the price difference was an additional $200 — So Legoland expects you to think that you can use prepaid tickets at a seemingly awesome discount but not make good on that promise. We told the assistant manager that the price difference is ridiculous — they expected us to pay $433 — what was the point of the discount? We pleaded with the assistant manager if there was anything he could do for us since we had made the 2 hour drive to the park. He followed his marching orders and said he had to follow the terms. Terrible customer service to turn down customers. You see, they’ve already got your money, they just wanted more.
We left, and decided to open a case dispute with Chase since the discounted tickets were purchased on my Sapphire Reserve card. For $433, you might as well go to Disney.
Réponse de l'hôte
Sep 2022
Hello!
Thank You for taking the time to speak with me today over the phone. I am sorry for the experience that you had when you arrived at the park.
As mentioned in the email response to you, the prices of the tickets may fluctuate and the original deal that you had may not be available on all calendar dates. We always recommend reaching out to our team first if you are not able to change the date yourselves.
I appreciate you allowing me to offer you resolution to the situation and hope that you will visit the park. If there is anything else I can help you with please give me a call.