The Universal app for ordering food doesn’t work properly. I tried it several times and so did your staff. After 20 minutes I asked to pay cash. Most of your associates are rude and don’t pay attention when asked questions. We booked with Hilton a Universal partner hotel and were told we were entitled to EPA. After getting up extra early and finding a bus we arrived at 8:17am and were turned away from entry! We had to wait half an hour to get into the Marvel side of the park only to see select people allowed in and one person actually riding the Hulk by himself. We were first at the barricade but when it was opened the other guests pushed past us!! We finally made it to King Kong at 9 only to find it didn’t open till 9:30. We came from out of state and spent a lot of money for just one day in this park and it was not enjoyable and definitely not worth the price of the tickets to be pushed around by rude foreigners and people who constantly walked in front of us as we were trying to take pictures! The interactive wand experiences did not work either. I used to visit every year and was looking forward to the new Universal Experience, but I will have to think really hard about coming back here again. I definitely did not enjoy the aggravation and stress I was forced to endure today.

I’ve used the app for previous trips to Universal and it has been perfect! Everything in one place. However, I’ve got tickets to go in about a week and the wallet constantly gives the error: “Oops, something went wrong loading your tickets & passes. You may be looking at outdated information. Tap here to try again.” I’ve been “tapping here” for months since I ordered the tickets with no change. I’ve called and chatted and emailed customer support to no avail. No one can help me; they all claim no one has access to the app. They sent me round and round in circles and wound up telling me to just get my tickets printed when I get there. What is the point of having an app then? I’m VERY disappointed as this is my boyfriend’s first time ever going and I wanted this experience to be absolutely magical and perfect. Now we will have to wait in line for someone to send us round in circles just to print off paper tickets. I reached out as instructed via email and today it is fixed!!! Katie in guest communications is fantastic!! Thank you!

So, this app has a lot of great features - wait times, mobile ordering, ticket wallet, universal pay, and a lot of great ways that it is set up. However! Most of it on the app is completely useless. The ticket wallet, which I thought was a great feature, was supposed to hold all your tickets digitally so you wouldn’t lose them. NOPE! Turns out, even if you store them on the app, you still need to go to customer service to get the printed one, because that’s what all the restaurants, experiences, and lines will take. I had breakfast experiences and photo experiences and each time they informed me that I couldn’t use digital it had to be vouchers and they would send me go customer service. I also purchased the photo pass on the app, because there was an option to have a digital version instead. I tried to use it at the photo opt, and they informed me that I needed to go to customer service at the front entrance to exchange my digital one for a printed one. I HATED that there was an option to access and use passes digitally but really just makes you do more work to get extra printed ones. The other thing that drove me nuts about the app, was the ability for mobile ordering. Although the option is available on the app, it seems to be just for looks, because it doesn’t work for any of the restaurants within the parks. Again, not sure why there’s and option when it’s not a thing.