How to get a refund on your Dollywood Season Pass 2020 (updated)

Dollywood announces guests MUST now call to speak to a customer service representative to obtain season pass refund
(photo by Daniel Munson/TheSmokies.com)

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After Dollywood announced their plans to reopen on June 15 for passholders and June 17 for all guests with capacity limitations and mask requirements, some would-be park goers are now looking for a way to get a refund on their season passes.

Read More: Dollywood revises Splash Country mask policy, will have mask-free rest zones throughout property

While it is important to note our company, TheSmokies.com, is not directly affiliated with the park, we have been receiving numerous inquiries about obtaining refunds.

Here’s the good news: Dollywood is currently offering full refunds to season passholders who have not yet visited the park during the 2020 season. Guests qualify for a full refund regardless of whether or not they have paid in full or are currently making payments. Guests who visited the park in March on passholder preview day only may be eligible for a partial refund.

However, starting this week, would-be park goers seeking refunds will now have to speak directly with a customer service representative over the phone.

This new policy comes after weeks of long phone queues and confusion over the refund process.

Dollywood's original customer service instructions (left) versus the current announcement regarding refunds (right). (screenshots from Dollywood.com)
Dollywood’s original customer service instructions (left) versus the current announcement regarding refunds (right). (screenshots from Dollywood.com)

When Dollywood originally announced plans to reopen the park, their website read in part, “We encourage Season Passholders, Resort Guests and Group Guests to use specific contact us forms below to help us better expedite your inquiry.” And many guests reported success in obtaining refunds by using this process. This week, the website’s verbiage was updated to read, “To discuss any refund options, you MUST speak with a Dollywood customer service representative to ensure the safety and protection of your personal information. This discussion must take place over the phone by calling 1-800-DOLLYWOOD.”

This new notice also includes call center hours and the addition of call center staff to help process the high volumes of calls the park is currently experiencing.

Call center hours are Monday-Friday from 9:00 am – 6:00 pm and Saturday-Sunday from 9:00 am – 4:00 pm. The call center’s phone number, is 1-855-675-7223.

For more frequently asked questions about the reopening, visit the Dollywood FAQ page. Follow TheSmokies.com on Facebook and Twitter for all the latest news developments on attractions in The Smokies.

Disclaimer: While we do our best to bring you the most up-to-date information, attractions or prices mentioned in this article may vary by season and are subject to change. Opinions expressed here are the author’s alone, not those of any mentioned business, and have not been reviewed or endorsed these entities. Contact us at [email protected] for questions or comments.


13 Comments

  1. We need a refund for our season pass. Cannot seem to get in touch with anyone. Phone lines are dead.

  2. I would like a refund please. I have tried to call for a week, but I think the phone lines are dead, it doesn’t even ring.

  3. I HAVE TRIED TO CALL FOR DAYS- WITHOUT ANY LUCK SPEAKING TO SOMEONE- I NEED REFUNDS ON MY SEASON PASSES AND THE MUGS

  4. – I NEED REFUNDS ON MY SEASON PASSES AND THE MUGS- NO ONE WILL ANSWER- I EVEN TRIED OTHER WAYS CONTRACTING YOU WITHOUT ANY LUCK

  5. i need a refund on my day pass,we had to cancel our vacation,i have tried calling every week nobody ever answers the phone,we are scheduled for 26th.please help

  6. The number given for the refund and it rings continuously and no one answers. I need to know what to do from here. says:

    I need a season pass refund and I’m calling The number given for the refund and it rings continuously and no one answers. I need to know what to do from here

  7. I contacted Dollywood about six weeks ago and was told it would take approx a month to receive our refund. I have not. Do I need to do something else?

  8. We would like a refund on our season passes. Due to the restrictions and face mask requirements, we will no longer be visiting Dollywood after having season passes for nearly 10 years.

  9. I was able to get through first try calling.
    I should have refund within 6 weeks
    Great customer service

  10. I just had friend go and use the season pass and they said it was amazing trip. They said Dollywood had it all together! I am planning a trip.

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