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

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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Editor’s Note: The following information is out-of-date as of November 2020. Dollywood is no longer issuing refunds for unused 2020 season passes. Instead, they are offering free and discounted conversions to a 2021 season pass. Call 1-800-DOLLYWOOD for details. 

Read More: Dollywood no longer offering refunds on 2020 season passes

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, going forward, 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.

Below are the three simple steps guests need to take to obtain a season pass refund

  1. Call 1-800-DOLLYWOOD (or 1-800-365599663).
  2. Press option “1” for Dollywood or “5” for payment plan if you have a payment plan.
  3. If you pressed option 1 in the previous step for Dollywood you will want to press “2” on the following menu to speak to a host.
  4. Either hold for a representative or request a call back rather than waiting in the phone queue by pressing “1” while on hold.

SEPTEMBER UPDATE: Dollywood says that call lines remain heavy at this time and are currently recommending to call right at 9am when the call center opens for best results. Guests must call and speak to a representative to discuss refund and roll-over options. If you request a call back, and do not receive a call back that day, it is recommended you try again the next day.

Dollywood’s customer service call center hours are as follows (EST):

  • Monday: 9:00 am – 5:00 pm
  • Tuesday: 9:00 am – 5:00 pm
  • Wednesday: 9:00 am – 5:00 pm
  • Thursday: 9:00 am – 5:00 pm
  • Friday: 9:00 am – 5:00 pm
  • Saturday: 9:00 am – 4:00 pm
  • Sunday: 9:00 am – 4:00 pm

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.


TripAdvisor

36 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 want to cancel my season pass, Can’t get anyone to answer the phone

  6. 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

  7. I can’t get anyone to answer my calls. Have been calling for weeks.

  8. 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

  9. 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?

  10. 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.

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

  12. 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.

  13. After being told I would receive a refund for my season passes I have not. Not a satisfied customer

  14. I have previously sent a request form for a refund due to COVID and family health issues that has prevented and will prevent us from attending the park this year.

  15. Needs to speak with someone about a refund and have tried numerous times and either the phone is dead or on hold forever.

  16. I am trying to get my refund back due to underlying medical conditions and the virus. I have been trying for quite some time cannot get an answer I cannot get a reply.

  17. I have been waiting over a month for a refund, and have not received anything

  18. I am 72 years old have not used my season pass and would like a refund.

  19. I HAVE BEEN WAITING FOR MY REFUND FOR OVER 2 MTHS..HAVE NOT RECEIVED…..WHAT IS THE PROBLEM? NO ONE TO ANSWER PHONES, NO CALL BACKS, NO NOTHING….AM REALLY DISAPPOINTED IN CUSTOMER SERVICE.

  20. Cannot get through to customer service to request refund on our season passes.

  21. Hello! I have been trying to call for over a week and can never get through. I’ve left multiple messages and nothing is working. Please contact me.

  22. I want a refund on my season passes. NOONE will answer the phones!!

  23. My family also needs a refund or move the tickets to next year. We spent a lot of money on these passes! I am disappointed with Dolly and the service she is having her employees provide for us. What a shame!!
    The phone lines just say, “Thank you for calling, Good Bye.” The Dollywood line doesn’t go through. Who can we call? How can we get some help?

  24. Due to being high risk individuals, my husband and I will not be able to attend the park this season. Therefore, we are requesting a full refund for the 2020 season passes. We have tried calling and have unsuccessful. If this is how Dolly treats her customers at a time like this, I will never patronize anything she is affiliated with again.

  25. We are seeking a refund for our 2020 season passes at both Dollywood and Splash Country. We have been season pass holders for many years and due to this Pandemic, facility restrictions and family health concerns we have NOT been able to attend. I have called multiple times a day and can not get through to see what our options are since August. Can you please send me to an individual to contact OR who can contact me to assist. The season tickets are expensive and this pandemic has already cost my family money. Would like to see what my options are. Please respond to assist. Thank you.

  26. Hi Yvonne, unfortunately we are not directly affiliated with Dollywood and are not able to diretly assist with your refund. We recommmend following the steps mentioned in the article above as that is the most up-to-date advice we’ve received from the park.

  27. I have tried to call for months to get my money back i have also left my number for them to call back they have not now you can’t even do that i will never buy Dollywood tickets again!!!

  28. My friend paid Full price for seasons tickets, has not been to Dollywood this year, followed your advice…..was told NO we will not refund your money, you can use the ticket for all of 2021. She has health problems so could not go this year. Shame on you Dollywood…Ripoff. She will never buy another season ticket.

  29. I would like to exchange my 2020 season passes for the 2021 option. I have not used then this year due to restrictions. Please email me . I have left my number with the call center, but have not received a call back. thank you

  30. Need to get a refund on my season tickets,can’t get anyone to answer the phone, I left my phone number but no one has called me

  31. I need a refund on my season passes. I have tried to call for TWO MONTHS now with no answer from either number.

  32. Want a refund on season passes have called and left my number so many times don’t understand why this has to be hard I have read where others are having a hard time also to get someone on the phone this is bad. Business Dolly Wood is one of the worst place to go and now I can’t even get anyone to take my call it was such a bad place to go my grandchildren hated it 6 hours and rode 3 rides just give me a refund on our passes and I promise you won’t hear from me again

  33. Hey Sue! Dollywood is no longer offering refunds on 2020 passes. For the latest information, please check out our most recent article on the subject.

  34. I have called several times and waited on hold and no one ever picks up. Then I called another day, was on hold then a message came on to leave a callback number and no one called back. So I am trying again today, left my info and let’s see if they call back today. We have season passes but only used them last Christmas and we didn’t get our picture i.d, nor our guest pass info. We are returning this Christmas and want to visit so could someone please call me back!

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