Dollywood now offering upgrades instead of refunds on 2020 season passes


Dollywood is offering limited time offers during their Black Friday promotion (Michael Gordon /

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Some would-be Dollywood guests have been seeking refunds on their unused 2020 season passes since the park’s delayed opening in June earlier this year.

However, due to high call volumes and customer service queues, this task, for some, has proved to be easier said than done.

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

And so, we reached out to a park representative.

According to that representative, since 2021 season passes are now available for purchase, Dollywood will no longer be offering refunds on unused 2020 season passes.

But never fear, guests who were unable to get in touch with the park to obtain their refunds still have a few options. Those options are detailed below.

Also, be sure to keep reading to find out how locals can receive $5 admission to Dollywood this season.

Read More: 9 tips to navigating Dollywood’s Smoky Mountain Christmas 2020

What will Dollywood offer in exchange for an unused 2020 season pass?

Unused 2020 season passes are now eligible to be converted to a 2021 season pass for no additional charge.

Season passes that were used once may be converted into a 2021 season pass for $40. Super passes that were used once may be rolled over for $75.

All other 2020 season passes have been automatically extended for use through June 15, 2021. Guests who wish to extend those passes through to the end of the 2021 season may do so for just $79 plus tax (the cost of a one-day park admission).

Guests who wish to upgrade or exchange their 2020 passes may do so by calling and speaking to a customer service representative at 1-800-365-5996 or 1-800-DOLLYWOOD. According to Dollywood, the deadline for these exchanges and upgrades is end of season, Jan. 3, 2021.

Insider Tip: Due to high call volumes, the best time to call is actually at 8 am EST, one hour before the call center officially opens. The Dollywood call center staffs a skeleton crew early in the morning who are able to take your calls and process upgrade requests.

If you still have trouble getting through on the phone lines, we strongly suggest requesting a call back. To request a call back, simply wait for the call-back prompt and press “1” to leave your number.

If a representative does not return your call within one business day, it is suggested that you try again the following day.

Read More: OPINION: Through rainy days and controversies, Dollywood deserves our support

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

  • Monday: 9 am-5 pm
  • Tuesday: 9 am-5 pm
  • Wednesday: 9 am-5 pm
  • Thursday: 9 am-5 pm
  • Friday: 9 am-5 pm
  • Saturday: 9 am-4 pm
  • Sunday: 9 am-4pm
Dollywood’s season concludes with the 12-time Golden Ticket winner for Best Theme Park Christmas Event, Dollywood’s Smoky Mountain Christmas presented by Humana, November 14, 2020 - January 2, 2021 (photo by Laura Akens/
Dollywood’s season concludes with the 12-time Golden Ticket winner for Best Theme Park Christmas Event, Dollywood’s Smoky Mountain Christmas presented by Humana, Nov. 14, 2020 – Jan. 3, 2021 (photo by Laura Akens/

Read More: Dollywood to reopen Saturday Nov. 7 for Smoky Mountain Christmas 2020

How locals can get $5 admission to Dollywood this Christmas

Dollywood kicked off their highly-anticipated, award-winning Smoky Mountain Christmas celebration on Nov. 7.

The celebration features thousands of twinkling lights, holiday shows, festive arts and crafts as well as seasonal treats.

Dollywood is offering everyone who lives and works in Sevier County to Dollywood’s Smoky Mountain Christmas for a $5 donation.

This promotion lasts from Nov. 8-Nov. 20, 2020, excluding Saturday, Nov. 14.

The proceeds will benefit the Sevier County Food Ministries. To take advantage of this offer, go to and enter your zip code.

Click on “Get Tickets” and follow the checkout instructions. Guests will need to bring their confirmation email, proof of residency or employment as well as a state or federally issue photo ID. For more information, click here.

How to get other discounts during Dollywood’s Christmas celebration

Guests who are not locals (or wish to attend on Nov. 14) may purchase a one-day ticket online can instantly save $10 off regular admission and score their tickets for just $69 plus tax.

Offer is valid on online orders only. To purchase a discounted Dollywood ticket, visit their website.

Read Also: Winterfest events 2020: Gatlinburg, Pigeon Forge decorate for Christmas

Dollywood’s Christmas hours 2020 are as follows (EST):

  • Nov. 7-8: 11 am – 9 pm
  • Nov. 9-10: CLOSED
  • Nov. 11-13: 2 pm – 9 pm
  • Nov. 14-15: 11 am – 9 pm
  • Nov. 16-17: CLOSED
  • Nov. 18-20: 2 pm – 9 pm
  • Nov. 21-22: 11 am – 9 pm
  • Nov. 23: CLOSED
  • Nov. 24-25: 2 pm-9 pm
  • Nov. 26: CLOSED (Thanksgiving)
  • Nov. 27-29: 11 am – 9 pm
  • Nov. 30-Dec. 1: CLOSED
  • Dec. 2-Dec 4: 2 pm – 9 pm
  • Dec. 5-Dec. 6: 11 am – 9 pm
  • Dec. 7-Dec. 8: CLOSED
  • Dec. 9-Dec 11: 2 pm – 9 pm
  • Dec. 12-Dec. 13: 11 am – 9 pm
  • Dec. 14-Dec. 15: CLOSED
  • Dec. 16-Dec 18: 2 pm – 9 pm
  • Dec. 19-Dec. 23: 11 am – 9 pm
  • Dec. 24-Dec. 25: CLOSED
  • Dec. 26-Jan. 3 2021: 11 am – 9 pm

Dollywood is closed on Thanksgiving, Christmas Eve and Christmas Day.

Read Also: Do you have to make reservations at Dollywood? What you should know

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

Read Also: 10 things to do this Christmas in Gatlinburg, Pigeon Forge 2020

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 for questions or comments.


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