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Complaint Details
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Initial Complaint
25/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Attended Fright Nights at the PNE on Oct 20th. Spent $270 on tickets for 5 people. Tickets promised thrill seeking rides, 7 haunted houses, food etc however we spent more time in line ups than experiencing fright nights. In the 6 hours there, we only got to see a handful of stuff and was not able to go on any thrill rides due to the long line ups. The ticket falsely advertises what the experience will be, we spent 5 hrs in lines. I want a refund!Business response
13/12/2022
We did respond to your partner ***** ******’s BBB complaint on the same issue. It was a busy night in the park however not our busiest night. We had 17 rides open (plus the revelation) on the evening of the 20th. Of these 17 rides only 2 had line cuts just prior to 11pm to ensure everyone in the line got onto the ride before the park closed. We cut the line to ensure the park does not close before people can get on the ride. Another 4 rides had line cuts between 11 and 11:30pm and another 2 that were cut between 11:30 and midnight. There were a total of 9 rides in the park that did not have line cuts and were available for guests to line up right until close (with wait times of less than 15 minutes all night long). We state on our website that lines will be cut to ensure all guests in line get on the ride before the park closes.
In our messaging, we talk about all the things that Fright Nights has to offer. We do not state that guests will be able to go into every house, or on to every ride, and feel that those looking to maximize on their experience had the option to take advantage of the shorter ride lines (and some shorter house lines too!) throughout the park.
There was no compensation provided to the guest as we did not feel it was warranted, haunted house lines were no longer than 1 hour all night. There was a rapid pass option available for purchase to give guests front of the line access, there was also an early entry option that gives guests 1 hour to go through 3 of the haunted houses before anyone else is in the park (and all 3 could be completed within the hour) for those wanting to ensure they can get everything in. Over 5000 other guests went through the event that same night without requesting refunds.ell us why here...
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Contact Information
2901 E Hastings St
Vancouver, BC V5K 5J1
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.