How to get a refund on Dollywood season passes 2020: Your 3 main options

How to get a refund on your season passes Dollywood 2020
Dollywood is set to reopen on June 15 to passholders, June 17 to the general public. (photo by Morgan Overholt/TheSmokies.com)

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Editor’s Note: After the publication of this article Dollywood announced that guests hoping to obtain a refund must now call and speak to a customer service agent over the phone. Click here to read about this updated policy. 

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, prompting us to put together this hopefully helpful guide and answer some of your biggest questions.

This information was compiled by scouring the Dollywood website, doing our own research and speaking with others who have already been, or are currently going through the refund process. The following information is subject to change, and may vary depending on who you speak to and the timing of your inquiry. Refunds are issued at the sole discretion of Dollywood Parks and Resorts. TheSmokies.com staff are monitoring the situation closely and will update this article should we receive new information.

On a personal note, we would also like to ask everyone to keep in mind, when speaking to a park representative to be as as kind and respectful as possible. These are high-stress times for all, but we want to maintain our reputation for being the town that built the friendliest theme park in the world!

Read More: Where do you have to wear a mask at Dollywood

Do I qualify for a refund on my Dollywood season passes?

Dollywood is 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 quality for a partial refund only.

What’s the best way to reach Dollywood customer service?

Option 1: Use Dollywood’s Contact Forms

Dollywood is currently operating with a minimal staff. During this time, guests are encouraged to use the “Contact Us” form on the Dollywood website to expedite inquiries. Guests are asked to allow up to 30 days for a response, but many guests have reported hearing back within a few days. To make the refund process even quicker – make sure to include your season pass number when submitting your inquiry.

Editor’s Note: After the publication of this article Dollywood announced that guests hoping to obtain a refund must now call and speak to a customer service agent over the phone. Click here to read about this updated policy. 

Option 2: Use Dollywood’s Guest Services Email

You may also be able to receive a refund by contact Dollywood Guest Services via email at [email protected]. Several guests have reported this method as being much easier and much quicker than calling. Once again, we recommend including as much information about yourself upon initial contact to further expedite your inquiry including your name, telephone number and season pass number.

Editor’s Note: After the publication of this article Dollywood announced that guests hoping to obtain a refund must now call and speak to a customer service agent over the phone. Click here to read about this updated policy. 

Option 3: Call the Dollywood Customer Service Line

If all else fails, guests may also opt to use the customer service line at 1-800-365-5996. Select option “5” to speak to a customer service representative. If you are put on hold after selecting option “5” you may be asked if you would like to leave your number for a call back. We highly suggest using the call back option as hold times are currently extremely long. Some guests have reported being on hold for up to four hours. (E-mail and contact forms starting to look a little better now, eh?)

Dollywood is currently experiencing an extremely high volume of inquiries and are asking guests to allow up to 30 days for a response, and up to an additional 30 days for the refund to be issued to your account. Current call centers hours are Monday, Wednesday and Friday from 11am-3pm.

Editor’s Note: UPDATE: Dollywood is now asking guests seeking a refund to call 1-855-675-7223 and speak directly with a customer service representative.

Dollywood warns that interactions with the general public poses an inherit risk of exposure to COVID-19. Learn more about the Dollywood’s Terms of Use here.

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.

Visit the CDC website and the Tennessee Department of Health website for the latest information about the coronavirus.

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.

7 Comments

  1. Can I get a next year 2021 PASS instead a refund? I would like to have that instead a refund.I have not bone in March.

    Thank you, Mary Quiett

  2. Hey Mary! 2020 season passes have been extended through June 2021. But as far as buying a full 2021 season pass is concerned you’d have to contact Dollywood customer service using one of the options in the above article.

  3. Dear Dollywood, I decuded to keep my gold season pass insteas of asking for a refund, but my frustration at making a reservation is out the roof. On-line is not working for me and I can’t get you on the phone. Now what?!

  4. Hey Dondra – You’ll need to call Dollywood at 1-800-DOLLYWOOD. We have heard wait times and call backs are long and delayed right now because of a high call volume. We empathize with your frustration!

  5. I purchased five tickets for 9/5/2020 and we be unable to make it to the park do to family emergency! I have tried reaching out to get a refund unable to get in contact with anyone! Who can I call??

  6. Hello I called back in May for a refund and the lady told me it would take up to 30 days to receive the refund she cancelled our passes and I have yet to hear anything or receive anything. I have called multiple times. What can I do?

  7. Hi Tiffany, ultimately you have to keep trying to contact Dollywood customer support. This article is meant to be informational, but we cannot assist in giving refunds. I hope they are able to help correct this for you soon.

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