Universal Orlando

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 17 historical complaints about Universal Orlando, published between 2006 and 2012. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Stealing!Published Nov 1, 2012 · Historical consumer allegation
• Universal Studios RevealedPublished Jan 24, 2012 · Historical consumer allegation
• Universal Orlando, Islands of Adventure, Universal Studios Ticketing Deliberately Confusing, Rip-off, Express Passes Unfair, Deceptive AdvertisingPublished Jan 7, 2012 · Historical consumer allegation
• Money Stolen From our WalletPublished Dec 21, 2011 · Historical consumer allegation
• Security ProblemPublished Nov 23, 2011 · Historical consumer allegation
• Racial AbusePublished Oct 14, 2011 · Historical consumer allegation
• Outrages Tiket PricesPublished Jun 7, 2011 · Historical consumer allegation
• Ticket Pricing Information Not Posted, Horrible Customer ServicePublished May 31, 2011 · Historical consumer allegation
• Ruined VacationPublished Apr 26, 2011 · Historical consumer allegation
• Islands of Adventure False Advertising and Deceptive Marketing, Unwillingness to refundPublished Apr 15, 2011 · Historical consumer allegation
• Universal Studios Wasted Money, Wasted Time, Wasted FunPublished Jan 27, 2011 · Historical consumer allegation
• Ticket / time fraudPublished Oct 18, 2010 · Historical consumer allegation
• Wizarding World of Harry Potter Wasted MOneyPublished Jun 23, 2010 · Historical consumer allegation
• Orlando Excessive Force, Locking you in a Interrogation room, violation of Humam Rights, Torture, AbusePublished Jun 21, 2009 · Historical consumer allegation
• Employee stole my cameraPublished Jul 11, 2008 · Historical consumer allegation
• Inexcusable park closurePublished Jul 25, 2007 · Historical consumer allegation
• Universal Studios Florida universal Poor guest servicePublished Jul 29, 2006 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Payment

• Official website: https://www.universalorlando.com/
• Guest Services main number: 407-224-4233
• Guest Services toll free: 877-589-4783
• General information: 407-363-8000 5 complaints mention this number
• Vacation packages and ticketing: 877-801-9720
• Hotel reservations: 888-273-1311
• Passholder services (FlexPay): 888-535-3729
• Passholder FlexPay email: [email protected]
• Email Us form (topic, order number, message): https://www.universalorlando.com/web/en/us/plan-your-visit/hours-information/contact-us

Locations

Universal Orlando complaints: where to go for tickets, Express Pass, lost items and injuries

This page was checked on 2026-10-16. Universal Orlando Resort's Contact Us page lists a Guest Contact Center (Monday to Friday 7:30am-11pm EST, Saturday and Sunday 7:30am-10pm EST) and these numbers: Guest Services (407) 224-4233 or toll free (877) 589-4783 (8:30 am-7:00 pm EST, seven days a week), general information (407) 363-8000, vacation packages and ticketing (877) 801-9720, hotel reservations (888) 273-1311 and passholder services (888) 5-FLEXPAY. It also has an Email Us form with a field for the ticket or order number, and says replies come 'usually within 48 hours'.

• Ticket, package or charge problem. Keep the order number and receipts, and contact the ticketing line or the Email Us form. The FAQ of Universal's online ticket store (an Interval partner store page) says: 'Generally, all purchases are final and no refunds are available. If your vacation plans change, please remember that unused tickets do not expire unless otherwise noted.' It gives 1-407-224-7840 for customer service. The Contact Us page and the Terms of Service were not found to contain a separate refund policy on 2026-10-16, so ask the company which rules apply to your purchase.
• Express Pass or Express Now. The Express Passes page says posted wait times 'are estimates and may vary due to weather, demand, and downtimes, and are not guaranteed', and tells guests who bought Express Now for an attraction whose rider requirements they cannot meet to contact Guest Services. The same page says guests who miss their Express Now queue entrance window 'will forfeit the use of their Universal Express Now', and that it 'cannot be exchanged for another participating ride or attraction'. Read the terms shown at purchase.
• Lost item. The park FAQ says to complete the online Lost Item Report, after which the guest receives a notification about the item's status. The Contact Us page says 'Boomerang, a third party provider, handles Lost and Found for Universal Orlando Resort' and lists (407) 224-4233 for questions.
• Injury or safety concern. Report it to Guest Services at the time and keep names, times and photos. Civil claims are handled in court (see the litigation section).
• Consumer complaint to the state. The Florida Department of Agriculture and Consumer Services (FDACS) File a Complaint page says it can help with complaints about a business 'regardless of whether we regulate the specific industry'; its footer lists 1-800-HELP-FLA (1-800-435-7352), Monday to Friday 8:00 a.m.-5:00 p.m. EST.

Before disputing a charge, note the Universal Terms of Service (last updated June 30, 2026), section 26, 'Litigation of All Disputes; Jury Waiver; No Class Relief'. It defines a Dispute to include 'any purchases of tickets, passes, hotel accommodations, and/or vacation packages', says Disputes 'shall be resolved exclusively in the federal or state (including small claims) court sitting in Orange County, Florida, and neither party shall be required to arbitrate any claims against the other', applies Florida law, and contains a jury-trial waiver and a class-action waiver. Section 26(b) says many Disputes can be resolved informally with customer service at [email protected] and encourages a written notice before litigation; it does not make that step mandatory.

Who runs Universal Orlando

The Universal Terms of Service (last updated June 30, 2026) name 'Universal City Development Partners, Ltd. d/b/a Universal Orlando Resort' first among the entities that, among others, including Universal City Studios LLC d/b/a Universal Studios Hollywood, Universal Studios LLC d/b/a Universal CityWalk Hollywood, NVU - Vegas LLC d/b/a Universal Horror Unleashed, Universal City Travel Partners d/b/a Universal Parks & Resorts Vacations, NBCUniversal Media, LLC and Comcast Corporation and their subsidiaries and affiliates, are collectively called 'Universal'. Comcast's Form 10-K for 2025 describes Universal Orlando Resort in its Theme Parks segment as 'three theme parks, Universal Studios Florida, Islands of Adventure, and our newest theme park, Epic Universe', plus the water park Volcano Bay, all in Orlando.

Comcast's October 17, 2024 press release announced that Universal Epic Universe, 'Universal Orlando Resort's highly anticipated fourth theme park', would open on May 22, 2025. The Business Address given under Guest Services on its Contact Us page is 1000 Universal Studios Plaza, Orlando, Florida 32819-7610. Universal Studios Hollywood is a separate park in California; the Terms name a different entity for it (Universal City Studios LLC), and archive complaints about that park are not counted on this page.

Complaint record

As displayed on 2026-10-16, the BBB profile titled 'Universal Orlando' (Orlando, FL, amusement parks) shows: not BBB accredited; BBB Rating A- with the reason 'Failure to respond to 1 complaint(s) filed against business'; '180 total complaints in the last 3 years' and '77 complaints filed in the last 12 months'; and an average of 1.03 out of 5 from 30 customer reviews. BBB page data lists the file as opened on 2004-10-01 and the business as started on 1990-06-01. Trustpilot shows 2.0 from 59 reviews for 'Universal Orlando Resort' on an unclaimed profile, and says it does not fact-check reviews. These are different sources and are not added together or combined with our own archive.

Our archive links 17 reviews from 2006 to 2012 as complaints about Universal Orlando (Universal Studios Florida, Islands of Adventure). Keyword matches in those 17 posts: 11 mention lines, waits or crowding; 11 mention tickets, Express Pass, price or advertising; 10 mention security, employees or guest service; 3 mention refunds or charges; 3 mention lost or stolen property. A keyword match is not a finding about any one claim. Archive posts that are about other businesses using the Universal name (a timeshare club, a 'Fun Pass' phone offer, travel agencies, Universal Studios Hollywood) are not linked.

Lawsuits and court filings

No consumer class action or regulator order against Universal City Development Partners was identified in the sources checked on 2026-10-16 (news searches and the Justia docket search for the M.D. Fla. party names listed below); this does not mean none exists. Everything below is an allegation in a filing or a statement in a report, not a finding. Docket types such as 'P.I.: Other' do not state what a case is about.

• Federal docket 6:2026cv02109 (Lundy v. Universal City Development Partners, Ltd. and Mack Rides GmbH & Co KG). Justia lists a Notice of Removal filed September 18, 2026 in the U.S. District Court for the Middle District of Florida, nature of suit 'P.I.: Other', jury demanded by both. Its docket page (last retrieved September 18, 2026) lists Universal's notice of lead counsel. The docket does not state the claims.
• Federal dockets 6:2026cv00158 (Freeman) and 6:2026cv00152 (Reinelt). Each names Universal City Development Partners, Ltd. and Mack Rides GmbH & Co KG as defendants and is listed as 'P.I.: Other': Freeman as a diversity notice of removal filed January 22, 2026 (Justia docket last retrieved June 5, 2026), Reinelt as a diversity personal-injury case filed January 21, 2026 (last retrieved January 29, 2026). The dockets do not state the claims or the attraction.
• News 6 report, September 2025. News 6 (published September 27, 2025, updated September 28) reported that a woman sued Universal City Development Partners Ltd. in Orange County court on September 24, 2025, alleging her head 'shook violently and slammed into the seat's headrest' on the Epic Universe coaster Stardust Racers, alleging negligence and seeking damages above $50,000. It reported that court records showed a Notice of Settlement and a Voluntary Dismissal within days; terms were not stated.
• News 6 report, October 2026. On October 6-7, 2026, News 6 reported a suit by a parent alleging that a child 'lost consciousness as a result of the forces generated by the attraction' on Stardust Racers in October 2025, naming Universal (negligence) and the coaster designer Mack Rides (products liability). News 6 said Universal had not responded to its request for comment. This page has not matched that suit to a docket number above.
• September 2025 death report. News 6 (October 6, 2026) reported that investigative documents show a 32-year-old man was found unresponsive on Stardust Racers in September 2025, that the medical examiner listed 'multiple blunt impact injuries', and that investigators determined the incident was an 'accidental death' and the case is closed. This page makes no statement of its own about the cause.

Is Universal Orlando Legitimate?

Universal Orlando Resort is operated by Universal City Development Partners, Ltd. d/b/a Universal Orlando Resort per the Universal Terms of Service, and Comcast reports it in its Theme Parks segment. As displayed on 2026-10-16, BBB lists it as not accredited with an A- rating and 180 complaints in three years, and Trustpilot shows 2.0 from 59 reviews. This page does not rate the company; the numbers are shown so a reader can compare them with the guest's own experience.

Court & Public Records

Company Relationships

• Owned by: Comcast Corporation
• Affiliated with: Universal City Studios LLC (Universal Studios Hollywood)

Frequently Asked Questions