SAN ANTONIO -- If you're planning to go head out to SeaWorld this week, make sure to give yourself extra time to enter the park.
- Credit cards were charged
- Tickets did not arrive
- Waited in long customer service lines
In social media posts Wednesday and Thursday, customers complained that after purchasing their tickets online, their credit cards were charged but their tickets did not arrive.
On SeaWorld's website, the park said there were “technical issues” due to the number of customers. It then directs people to visit the guest services window to solve this problem. However, complaints on Twitter claim they waited two to four hours in the guest services line. SeaWorld said staff was asking customers about their wait times at the entrance and the longest wait the park heard about was 1.5 hours.
One Twitter user who spoke to Spectrum said he or she was charged twice for a season passes, which was never received due to the computer malfunctions. The person went on to say that after a 2-and-a-half-hour wait, her or she was issued day passes but is still waiting to receive the season passes and a refund for the accidental double charge.
On Thursday night SeaWorld sent the following statement:
"Due to high volume on our website, customers are experiencing delays or longer than expected wait times, which we are working to resolve as soon as possible. We apologize for the inconvenience this has caused and want our guests to know that we will honor all ticket purchases and promotions as well as work to rectify any online transaction issues at the park guest services window. Again, we apologize for the inconvenience this has caused, appreciate guests choosing SeaWorld, and look forward to seeing them at the park this holiday weekend.”
On Thursday evening, a few customers in the guest services line said some people were eventually able to digitally access their tickets while waiting and left the line.
One person was particularly frustrated that the park did not appear to have a backup plan, in the case that their digital sales malfunctioned.