This Legoland offer included tickets. So where are they?
Question: I booked a visit to Legoland New York Theme Park & Resort based on an offer I received from the theme park for their October Brick-or-Treat hotel and park combo package.
I paid the listed price, but they sent a follow-up email stating that I had not been charged for the park tickets and had two options: pay or cancel.
Several company calls force them to stay online – pay or go. You cannot speak to anyone other than the customer service representative. The feedback to management is only done internally. Responses take seven to ten days. But after two attempts, I never got a response.
I also emailed the customer service address and got no response. I can’t believe that a family oriented attraction new to our area would make such a wall, especially when it made a mistake. I feel like they have to honor the price they offered, but I just wish I could discuss it with a representative with decision-making power.
The additional price increases the visit by $ 1,094 by an additional $ 600, an increase of 60%!
Can you help? We’re going there soon and of course this bad news came after we broke it to the kids, so we’re in a sticky situation!
– Noreen O’Donnell, Brooklyn, New York
A: Oh, you’re in a tough spot. Once you’ve told the kids that, you pretty much have to go. As a father of three, I have experienced this many times. And to give you an idea of the gravity of the situation, we had to move to Orlando to satisfy their theme park cravings. But I digress.
The offer you received from Legoland New York Theme Park & Resort should have included theme park tickets. When you reported this error to the company, they should have corrected it immediately.
Instead, the company has walked you through a proverbial Lego maze of calls and emails.
That’s a shame. I love Legoland. I visited the Legolands in Florida and California with my kids, and they love it too. OK, some of the little rides aren’t really for adults. But Legos speak to kids of all ages. When that happiness collapses like a poorly constructed tower, then no one is happy.
Perhaps the most infuriating part of your experience has been dealing with Legoland’s customer service agents. They offered neither a substantive response to your legitimate complaint nor a way to appeal your case. As the day of your arrival approached, you had to do something.
There is a way out of Legoland’s customer service maze. I post the names, numbers and email addresses of Legoland customer service managers on my non-profit customer service site at www.elliott.org/company-contacts/legoland-new-york-resort/ .
Legoland says it encountered an “unfortunate system error” while making your reservation. Due to this error, the reservation you made does not have valid tickets.
I contacted Legoland on your behalf. The company has reviewed your reservation and apologized for the difficulty you were experiencing. You have received an email with the promised park tickets.
Christopher Elliott is the Advocacy Manager for Elliott Advocacy, a non-profit organization that helps consumers solve their problems.