Carowinds boosts services to handle concerns over reservation system

FORT MILL, S.C. — The Fourth of the July weekend is the peak of the summer season, and usually Carowinds is jammed around the holiday. However, this summer it’s hard to get a ticket because safety protocols have the park running at reduced capacity.

The park pushed to reopen for the 2021 season after parent company Cedar Fair kept most of its parks shut down during the pandemic.

Now, Carowinds is trying to limit crowds yet still please both season pass holders and those buying one-day tickets. But it’s been a challenge for the park.

The reduced capacity has made it tough even for season pass holders such as Alfred Smith to go this season.

“I’ve had three different dates so far that I’ve tried to get in for, and wasn’t able to get in for,” Smith said.

One of those dates was his daughter’s birthday. Smith was willing to spend more money to try and buy day-of tickets just so they could go, but his daughter wouldn’t let him.

“She was very gracious about it, and decided to spend a day playing at the lake instead,” he said.

Smith contacted Carowinds and asked if he could get into the park by buying day-of tickets, and then get a refund for those tickets since he’s a season pass holder. He was told he could not get a refund if he did that.

After being closed last year, Carowinds launched the reservation system this season to try and provide a safe experience for park visitors. However, staffing shortages have been a problem too, which has led to long waits for guest service complaints by phone. Some guests have noticed slow or no response by email as well.

Smith thinks season pass holders should get what they’ve already paid for.

“The reservation system is an agreement that we made, that season pass holders can get into the park, and they’re violating the terms of that agreement,” he said.

Channel 9′s Greg Suskin tried to buy tickets to the park online. He tried buying single day tickets for a family of four for this weekend twice, but it gave him an error both times. He tried again as a season pass holder and could get admission for this weekend, but it was for park admission only. There were no openings for Carolina Harbor water park until next Tuesday.

Suskin contacted representatives with Carowinds and asked how the park is handling these issues since the last time Channel 9 reported on this story a couple of weeks ago.

Carowinds spokeswoman Lisa Stryker sent a list of steps the park is taking to deal with guests’ concerns:

“We’re working to streamline the online reservation process for our guests. In addition, we recently added guest services staff and increased our service center hours.”

Stryker said the best way to reach guest services is through the online contact form on the website here.

“We have a team dedicated to responding to these submissions,” she said.

If a season pass holder wants a refund on their pass, the park is reviewing those requests on a case by case basis.

(WATCH BELOW: Carowinds season pass holders frustrated with lack of available reservations)

Carowinds season pass holders frustrated with lack of available reservation dates

©2021 Cox Media Group