Editor’s Note: The following information is out-of-date as of November 2020.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.
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.
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.
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
- Call 1-800-DOLLYWOOD (or 1-800-365599663).
- Press option “1” for Dollywood or “5” for payment plan if you have a payment plan.
- 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.
- 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.