Universal Orlando Resort ٤+

I’ve used the app for previous trips to Universal and it has been perfect! Everything in one place. However, I’ve got tickets to go in about a week and the wallet constantly gives the error: “Oops, something went wrong loading your tickets & passes. You may be looking at outdated information. Tap here to try again.” I’ve been “tapping here” for months since I ordered the tickets with no change. I’ve called and chatted and emailed customer support to no avail. No one can help me; they all claim no one has access to the app. They sent me round and round in circles and wound up telling me to just get my tickets printed when I get there. What is the point of having an app then? I’m VERY disappointed as this is my boyfriend’s first time ever going and I wanted this experience to be absolutely magical and perfect. Now we will have to wait in line for someone to send us round in circles just to print off paper tickets.

I reached out as instructed via email and today it is fixed!!! Katie in guest communications is fantastic!! Thank you!

Hello, we're sorry to see the issues you encountered with adding your tickets to the Mobile App. We want to provide a helpful, easy to use app to enhance our Guests' experiences. Rest assured your feedback has been shared with the appropriate teams for review. On the other hand, we're happy to hear Katie was able to provide you with instructions on how to resolve this issue. We will be happy to send this #UOFistBump their way! Thank you for this review. We hope to see you again soon!

The Universal app for ordering food doesn’t work properly. I tried it several times and so did your staff. After 20 minutes I asked to pay cash. Most of your associates are rude and don’t pay attention when asked questions. We booked with Hilton a Universal partner hotel and were told we were entitled to EPA. After getting up extra early and finding a bus we arrived at 8:17am and were turned away from entry! We had to wait half an hour to get into the Marvel side of the park only to see select people allowed in and one person actually riding the Hulk by himself. We were first at the barricade but when it was opened the other guests pushed past us!! We finally made it to King Kong at 9 only to find it didn’t open till 9:30. We came from out of state and spent a lot of money for just one day in this park and it was not enjoyable and definitely not worth the price of the tickets to be pushed around by rude foreigners and people who constantly walked in front of us as we were trying to take pictures! The interactive wand experiences did not work either. I used to visit every year and was looking forward to the new Universal Experience, but I will have to think really hard about coming back here again. I definitely did not enjoy the aggravation and stress I was forced to endure today.

We deeply apologize for the experiences you had with us, Jess's Dad, and regret seeing the interactions you had with our Team Members. This isn't at all the experience we want for our Guests, and will share your feedback with the proper teams. If you'd like to discuss this at all further, please speak with Guest Services at 407-224-4233 or GuestServices@UniversalOrlando.com, referencing this review. We appreciate you sharing your concerns and experiences with us, and look forward to discussing this with you.

Overall love the app. Used it many times prior to the COVID pandemic and a few times during the pandemic. The Virtual Line worker best in July but in December, the availability is nearly unavailable. One thing I’ve noticed after reserving a late evening ride to the Mummy, upon entering the queue—it was nearly empty—the ride was a n immediate walk on and empty rides were being sent. Getting a reservation for Hagrid & Jimmy Fallon is a job in itself. Fallon was the same experience as the Mummy. Very disappointing to have Virtual queues and literally no wait. Hagrid in line queue moved at approximately 15 mins in the queue line. So the reservation system does work for this ride however the app needs more availability.

What I would like to see:
-The ability to add a default number of guest to the Virtual Line. By adding this, it reduces the time it takes to reserve a ride and heartache of losing it due to how fast the reservation time is gone.
-More times added for higher capacity rides and rides with low wait times. Or simply remove the reservation altogether unless the ride wait times exceed 1 hour.
-Food customization options are also a needed option. As a previous reviewer mentioned, usually I ask for certain items to be put on the side or removed. With the pandemic, I had one experience where everything by default was on the sandwich (ribwhich).

Hello, thank you for providing this valuable feedback as we continue to improve upon your experience with us. We will ensure the insight you provided is shared with the proper teams for review. See you again in the parks soon.