Trip Report - June 1st - Kids mostly - Glowing Customer Service Report

[khaoskat]

First off, I want to say, what I thought was going to be a horrible experience today went great. We mostly went down for the purpose of replacing our stolen passes from someone breaking into our car.

The lady at the toll booth was great, making sure we got our receipt for parking and telling us it could be reimbursed and that we can get the passes reissued at Will Call.

Then, when we went to park, we noticed again (last week was the same thing) that there was no one at the Gold Pass parking entrance, so everyone and their brother was going in and out looking for spots. We did manage to find a few open ones and parked, unloaded the three kids and headed on in, police report in tow.

We stopped at Will Call, the guy could only find my Platinum Pass in the computer quickly, and the line was growing long behind us, because he was the only one open, so he sent us to guest relations.

We got everyone through security with no issues (they didn't even stop us for the two speedway cups sitting in the cupholders of the stroller.

We then went into Guest Relations. And boy were they busy. We waited a few minutes and were helped. The poor girl behind the desk was wonderful and cheerful and extremely helpful (if you are on KIC Emily, Thanks a lot from our family you have helped make this whole theft from a car a bit easier/better). She was able to find all but my husband's pass. We know he is in the system, because we had been there last week and his pass came through with his pic on the screen or he wouldn't have been let in. No matter how she looked, she wasn't able to find him. She called her Supervisor (I think it was Melissa), and Melissa just reissued his pass. Had I know that they could have possibly found him using his Season Pass for last year, I would have pulled it out of the glove box (for some reason my two boys like to play with them as "credit cards", so I always keep the old passes and gift cards for their play) and brought it in.

Emily remained cheerful, even though the line was growing huge behind us, and never seemed like she was rushing to get us out the door. Same with her supervisor. As Emily was finding us in the system, she was printing off the passes. They gave DH a paper ticket and told us to go process his pass (if we were going into the park) before we left, as the line would be almost non-existent. Then they let us through the little gate in guest relations into the park, instead of sending us back out and through the turn styles.

We then made our way over to the kids area, after a quick stop at the Baby Care place to take the kids on potty break and nurse the baby. On the way there we stopped through a few shops to replace our stolen pass holder that we had purchased a few years ago. Oh and a stop on the way to the kids area to be measured and wrist banded for ride height on the kids.

First the boys rode Little Bills, there was about a 5-10 minute wait.

Next we went to the Airbender's Helicopter, and there was no line.

Then we rode Plankton Plunge.

Then my eldest wanted to ride for the first time the Runaway Reptar, and he loved it. My youngest and I patiently waited at the exit, since we didn't think my husband would fit, but wanted to try it. He didn't fit, so I had to ride with him, and he just loved it to death. I think there was maybe a 15 minute wait.

After that it was Swipers Sweepers, La Azur, and Diego x 3.

Then we headed back to the front. On the way out we rode Atom Smasher (middle child 1 x; eldest child x2) then they rode the Backyardagins swings (middle child 1 x; eldest child x2). Then a quick stop for some ice cream since the kids behaved. Then a quick trip through pass processing, where we fixed the misspelling of one of our kids last name and made sure that everyone's information on all 4 passes (except names and pics) is the to make them easier to find in case or problems again.

All in all a great day.

Next visit - an attempt at the water park for the first time with three kids and two adults.

[CrazyKay07]

It's nice to here a wonderful report on customer service! I wish that didn't just occur at Guest Relations. I'm not saying it does, because they are some really nice people that work "in the field" and not just behind the desk. Especially some of the ride ops.

On Saturday, 5-31, I encountered a supervisor that did not come to the window and help us. Instead she just yelled at the employee to tell her what to do. It seemed rude, being that the supervisor did not come and adress the situation.

Keshia

[DropZone99]

Im sorry to hear about what happened to your season passes, im glad you got them back though! And KI is always great with guest relations.

[The Interpreter]

How refreshing to hear a good story about guest relations. Those people try so hard, and are under pressure from guests, supervisors, Cedar Fair policies, etc. Their jobs are not easy, to put it mildly.

I'm glad things went well for you. Recovering from a theft is never easy.

[Kawana]

What on earth is going on with the gold pass lot? It wasn't manned on my last trip either.

[The Interpreter]

I believe it is called saving labor costs....without regard to the guest experience....after all, they are just gold and platinum passholders....they didn't pay $10 to park just today.

Terpy, who wishes he was just being sarcastic

[Kawana]

I believe it is called saving labor costs....without regard to the guest experience....after all, they are just gold and platinum passholders....they didn't pay $10 to park just today.

Terpy, who wishes he was just being sarcastic

Then why offer the lot as an incentive? I worked hard for those nickels, CF!!!

[BavarianBeatle]

Yep, the lack of monitoring of the Gold Pass lot is aggravating to me beyond belief!!! I paid for the right to park there and when I see those parking spaces being taken by people who didn't...... Let's just say, I feel like I've been ripped off.

[BoddaH1994]

Yep, the lack of monitoring of the Gold Pass lot is aggravating to me beyond belief!!! I paid for the right to park there and when I see those parking spaces being taken by people who didn't...... Let's just say, I feel like I've been ripped off.

Did you really pay for your Gold Pass upgrade? From the issue date until now it's almost always been a free upgrade.

[The Interpreter]

Well, I paid for Platinum, which is supposed to include the park's gold pass perks, such as they are...isn't pricing integrity supposed to go both ways? Or does Mr. Kinzel really give a nickel what customers think?

[Kawana]

Well, I paid for Platinum, which is supposed to include the park's gold pass perks, such as they are...isn't pricing integrity supposed to go both ways? Or does Mr. Kinzel really give a nickel what customers think?

Exactly my thoughts. It may have been a free upgrade to those who bought a regular season pass, but what about the Platinum Pass holders? There was no such upgrade available to them. On a related note, I visited the park on the 3rd and, lo and behold we had an attendant at the Gold Pass lot.