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Customer Service

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General Online Purchasing Information General Pass Information Pass Member FAQ Regarding Christmas Town 2011 Tickets Pass Renewals EZpay Gift Certificates General Online Purchasing Information


What form of payment is accepted?
We accept Mastercard®, Visa®, Novus/Discover® and American Express® credit cards (issued by U.S. banks only and with a US billing and shipping address). Debit cards are only accepted when issued with the Visa or MasterCard logo on the front.

   

Is it safe to use my credit card online?
Yes - your card information is encrypted and cannot be read by others during transmission. Our servers use the industry-standard Secure Sockets Layer (SSL) technology to protect your information. These safeguards make your transaction safe and reliable.

   

Will my e-mail address or other personal information be distributed to third parties?
See our Privacy Policy statement.

   

How can I track/check the status of my order?
Just go to the Order History page, enter your e-mail address and Password and click on "Submit". If you aren't registered for this service, you may also do so on the Account History home page.

   

How can I contact someone regarding a problem with my order?
You can contact us in the following ways:    

General Pass Information


What is the difference in the Pass Products?
See our Pass Page.

   

How long is my Pass valid for?
If you purchase a 1 year pass your pass is valid 12 months from the date of purchase on regular operating days. If you purchase a 2 year pass your pass is valid 24 months from the date of purchase on regular operating days. (Excluding Fun Card & Water Country Summer Sizzler)

   

Where can I purchase my Pass or Fun Card?
  • Ticket Window at the Front Gate at Busch Gardens Williamsburg or Water Country USA when the park is open (Fun Card only at Busch Gardens)
  • Kiosks at the Front Gate at Busch Gardens Williamsburg or Water Country USA when the park is open if using a credit card or debit card with credit icon
  • Online: info@BuschGardens.com
  • By phone: In the U.S., call: 1-800-343-7946
   

How do I purchase Passes or Fun Cards online?
From www.buschgardens.com/va follow the links to “Build your Pass”.

   

Does my Pass lose value if I don’t purchase until summer or fall?
Not any more. Passes are now valid for exactly one or two years from the date of purchase on regular operating days, depending on which pass you buy. So if you buy a one-year pass to Busch Gardens in July 2011, you can enjoy the park for the rest of 2011 and until July 2012 on regular operating days.

   

I just want a pass that gets me in for next year’s operating season. Can I do that?
Yes, you are in control of your own “season”. The new passes are valid for admission for one or two years from date of purchase on regular operating days. So I you want a pass that just covers all of next season, simply purchase it sometime between when we close in the fall and open in the spring.

   

What is your regular operating season?
Generally our regular operating season for Busch Gardens starts around the end of March through October. For Water Country USA it starts around the middle of May and ends the beginning of September.

   

Why did you change the expiration date on my Pass?
Expiration dates where changed due to the fact that your pass is now valid for 12 or 24 months from the date of purchase on regular operating days, not just for the season of March through October for Busch Gardens or May through September for Water Country USA.

   

What is the difference between the 1 Year and 2 Year Pass?
If you choose the 1 Year Pass your Pass is valid for 12 months from date of purchase on regular operating days. If you choose the 2 Year Pass your Pass is valid for 24 months from date of purchase on regular operating days.

   

I just printed an e-voucher. How do I receive my Pass?
Your first visit must be to the park in which you purchased your Pass from or your home park, which would be either Busch Gardens Williamsburg or Water Country USA. Take your e-voucher to the self-service Kiosk at the front of the park or to any ticket window to receive your Pass.

   

What is the age ranges for Child and Adult Passes, Fun Cards and the Water Country Summer Sizzler?
Age ranges for all of our Fun Card & Summer Sizzler Pass products are the same rate ages 3 and up.

   

What is your return policy on Passes and Fun Cards?
Pass Membership is nontransferable and nonrefundable. Lost or stolen Passes may be replaced with photo-ID at the home park. A replacement fee may be required.

   

What if I decide that I would rather have a different Pass before my Pass expires?
Visit the Pass office at your home park or call 1-800-343-7946. When you add one or more parks, a new membership card will be issued and you will begin a new commitment term as of the date you make the change. We will adjust your pricing according to the product you choose to upgrade to. When you upgrade your current Pass to a new Pass, your new expiration date will be 12 or 24 months from date of purchase of your new Pass product. Your benefits will be effective immediately. Exchanging to a product of lesser value before your original commitment term has ended is not permitted.

   

Is there somebody at the park who can help me with my Pass membership account?
Yes, at Busch Gardens you can visit the Pass office for assistance and at Water Country USA you can visit the Guest Relations window for all your Pass needs or call 1-800-343-7946.

   

What if I need to update my contact information (address, phone number or email address)?
Contact us right away. If you are the primary card holder on the account, you can update your contact information at any time by calling 1-800-343-7946.

   

Is my Pass Membership transferable?
Pass memberships are not transferable.

   

What is my home park?
Your home park is the park where you first purchased your pass or used your e-voucher for the first time.

   

Christmas Town 2011


Is Christmas included with my Busch Gardens pass or Fun Card?
Christmas is a separate-ticketed event and admission is valid for one event evening only. Platinum, 2-Park and 1-Park Pass Members receive special savings on Christmas admission. Fun Card holders and all other guests pay $24.99 for general admission tickets.

   

Why isn’t Christmas included with my pass?
Christmas is a separate-ticketed event that takes place after Busch Gardens closes for the regular operating season. As a pass member you will receive 50 percent off the regular admission price, paying only $12.50 for a single-evening admission ticket, along with free parking and additional in-park discounts on food and merchandise. Your pass continues to have tremendous value throughout the year. Enjoy unlimited visits to the park during regular operating days. Ride exhilarating coasters. Watch your favorite shows. Get up close and personal with adorable animals. Your pass also gives you free admission to our expanded special events all season long, including a spectacular fireworks celebration, entertaining concerts and our chilling Howl-O-Scream event.

   

Do pass members receive any discounts/offers on Christmas admission?
Absolutely. Pass members save 50 percent off the regular admission price, paying only $12.50 for a single-evening admission ticket. Pass members will continue to receive free parking, as well as their 10 percent discount on in-park food and merchandise. As an added bonus, your visiting friends and family receive $5 off a single-evening admission ticket of $24.99 to Busch Gardens’ Christmas event.

   

Where can guests purchase admission tickets to the Busch Gardens Christmas event?
Beginning in late January, save time by purchasing your single-evening admission ticket online at christmastown.com. Guests can also pay $24.99 at the gate for single-evening admission to Christmas Town.

   

Are there any multi-day ticket offers or group discounts available during Christmas?
Of course. Busch Gardens offers a Christmas Town Discovery ticket valid for three consecutive calendar days from date of first use during the 2011 Christmas event. More information about multi-day ticket offers and group discounts to the Christmas event can be found online at christmastown.com.

   

Since Christmas is not included with my 1-Year Pass, what exactly is included?
A Busch Gardens pass is a tremendous value for our pass members. For less than $10 a month, you can enjoy the park’s coasters, shows and animals during the park’s regular operating schedule. Plus, receive free admission to a spectacular lineup of special events and entertaining concerts. And the fun doesn’t stop there. Your pass also includes free admission to our chilling Howl-O-Scream event in the fall. With our new pass program, you are in control of deciding when your pass begins.

   

When does Christmas Town at Busch Gardens begin?
Mark your calendars. Christmas Town: A Busch Gardens Celebration returns on November 25, 2011. Be sure to check the operating schedule online for the latest updates on dates/times at christmastown.com.

   

When will Christmas Town tickets be available for purchase?
Tickets are available for sale now at the front gate, at christmastown.com, as well as at the call center.

   

Will the entire park, including the rides be open during the Christmas event?
Busch Gardens transforms into a winter wonderland filled with holiday traditions, new surprises and park favorites that make everyone say, “Now this is Christmas.” It’s a fun place where visitors can experience the spirit of the holiday with all-new attractions, shows and shopping that immerse them into the Christmas season. Only a few select rides will be open during the Christmas event. You can sign up for e-mail updates to get the very latest information or check back on our Web site for more Christmas details atwww.buschgardens.com/va.

   

Tickets


How do I purchase tickets online?
  1. Click on the ticket of your choice from the navigation at the top.
  2. Specify the quantity for the items you wish to purchase and click on the {Add To Cart} button to add to your shopping cart.
  3. Your order will appear on the “Shopping Cart” page;
  4. If you wish to continue shopping for tickets or merchandise, Click on {Continue Browsing} button.
  5. If you change the "Quantity" of any item in the Shopping Cart, click on the {Update your Cart} button to see the new corrected total.
  6. If you want to delete an item that is already in your Shopping Cart, click on the {X} button to the right of the item and the click on {Update Your Cart} button.
  7. If you want to cancel your complete order while it's still in the Shopping Cart, click on the {X} button to the right of each item and the click on {Update Your Cart} button.
  8. If you have finished your order, click on the {Continue Browsing} button and follow the instructions.

   

How long does it take to receive the tickets?
Please refer to our Shipping Information section for details.

   

Can I order tickets online for a large group (15+)?
Yes; Groups of 15 people or more qualify for discounted group rates. Tickets may be purchased online or by calling our Sales Center at 1-800-343-7946. Catered picnic options are also available for groups of 40 or more. Call for details.

   

How is sales tax calculated?
If applicable, sales tax is based on the tax rules for the location of the park for which you're purchasing tickets.

   

Does my Child need a photo ID?
Anyone 16 or older will be required to furnish photo identification at Guest Services upon first redeeming a voucher for a Pass or a multi-day ticket at the turnstile entrance. Children under 16 do not have to furnish ID.

   

Pass Renewals


Where can I renew my Pass?
  • Ticket Window at the front gate at Busch Gardens Williamsburg or Water Country USA when the park is open
  • Email: info@BuschGardens.com
  • By phone: In the U.S., call: 1-800-343-7946
   

How do I renew my Pass or my Fun Card online?
  1. Click on the Pass Members link on the Busch Gardens Williamsburg homepage.
  2. Select {Renew Pass}
  3. Enter your barcode and zip code, then click on {Login}
  4. Your name and current Pass information will appear on the Welcome page; click on {Renew/Upgrade} to continue
  5. Your current information will appear again, with your renewal options listed underneath. That information will also appear for other family Members residing at your address.
  6. You can click on {Show me more options} to view a list of all the membership products that are available to purchase.
  7. Once you have chosen the Pass option you wish to purchase, click on the button next to the appropriate choice.
  8. When you are finished making your selection, click on the {add to cart} button at the bottom of the page.
  9. Your order will appear on the "Shopping Cart" page
    *If you want to delete an item that is already in your Shopping Cart, click on the {X} button to the right of the item and the click on {Update Your Cart} button.
    *If you want to cancel your complete order while it's still in the Shopping Cart, click on the {X} button to the right of each item and the click on {Update Your Cart} button.
    *Your shopping cart will time out after 20 minutes if you remain on the site but do not complete your order. Your shopping cart will automatically be cleared if you leave the site before you complete your order.
  10. If you have finished your order, click on the {Continue to Checkout} button and follow the instructions
   

Where do I find my barcode?
Your barcode is on the back of your pass. It will begin with the letter “A”.

   

Who do I contact if I have lost or misplaced my barcode?
  • Busch Gardens Williamsburg - 1-800 343-7946
  • Water Country USA - 1-800-343-7946
  • For your protection this information is not on your online account.
   

When I renew my pass can I use EZPay? Yes. Just choose the EZPay option when you chose your Pass product.

   

When I renew my pass do I keep the same card and barcode?
If you ARE on the EZPay program and continue your membership after your initial commitment you will not receive a new card, your current card & barcode will be valid until you choose to cancel. If you are NOT on the EZpay program, you will need to renew online or at the park at the time your pass expires and then you will receive a new card & barcode.

   

How long does it take to receive the renewed Passes or Fun Card(s)?
Please refer to our Shipping Information section for details.

   

I just renewed my Pass online, but when I received my order my photo was not on the back - is that ok?
SeaWorld Parks & Entertainment has a new system for Pass Members that allows you to enter the park by putting your finger in a reader. Touch-n-Go allows you to enter the park by simply inserting your Pass or multi-day ticket and touching a scanner. This system uses several points on your finger to make a calculation. The calculation is unique to you. Whenever you visit the park, Touch-n-Go will scan, recalculate and compare the answer to the one from the original scan. You will have to register on your first park visit, but it is simply a matter of touching the scanner with one finger after that. You’ll still need your Pass, but you can leave your picture ID in your pocket. Touch-n-Go is the fastest way to make sure no one has stolen your valuable Pass.

However, it is recommended that you always have a photo ID with you should there be a problem.

   

EZpay


What is EZPay?
EZPay is a simple monthly payment program designed to make Pass membership fit easily into your budget.

   

What is the difference between the 12 month and 24 month EZPay program?
The 12-month EZpay option is available on one-year passes, and the 24-month EZpay option is available on two-year passes. The EZpay program divides the cost of your pass into easy monthly payments, charged automatically to your credit card.

   

How do I purchase a Pass using EZPay?
You can purchase online at www.buschgardens.com/va or at any Busch Gardens or Water Country USA ticket window during normal operating hours. Or call 1-800-343-7946 between 8:00 A.M and 8:00 P.M. EST, seven days a week.

   

What Pass products are EZPay offered on?
EZPay is only available for One, Two park and Platinum Passes. Sorry, but the Fun Card and Water Country Summer Sizzler are not part of the EZPay program.

   

Are there any additional service fees or charges to use EZPay?
None at all. We want our Pass memberships to be affordable for everyone, so we refuse to charge interest or finance fees.

   

Are there any discounts on Passes on EZPay?
No. There are no discounts available on EZPay Passes.

   

Is my monthly EZPay charge always the same amount?
Yes. It will stay the same throughout your initial membership period. If it changes without notice, let us know at 1-800-343-7946.

   

Can I pay off my initial commitment early?
Yes, just call 1-800-343-7946 or visit the Pass office at your home park.

   

Is there a charge to pay off my initial commitment early?
No. There are no additional charges to pay the remaining balance on your EZPay commitment.

   

Can I change my payment date?
Yes with some restrictions, you may change your payment date by calling customer service at 1-800-343-7946.

   

What if I need to change credit cards or if my credit card is lost or stolen?
Contact us right away. You can change the credit card number on your account at any time by calling 1-800-343-7946. We accept Visa, MasterCard, American Express and Discover.

   

Can I change an individual on my account to a different credit card?
No, all individuals on one account must be charged to the same credit card.

   

Can I upgrade my Pass to add one or more parks if I am on EZPay?
Yes, just visit the Pass office at your home park or call 1-800-343-7946. When you add one or more parks, a new membership card will be issued and you will begin a new commitment term as of the date you make the change. your pricing will be adjusted according to the upgrade product you have chosen.

   

What happens when my 12 or 24 month EZPay membership term ends? Do I need to renew my EZPay account once my initial term of membership concludes?
Your one or two park Pass is valid for 12 or 24 months from the date of purchase. When your initial term ends, we will automatically renew your Pass on a month-to-month basis. You can cancel anytime you like after that initial term ends, but with EZPay, you’ll never have to worry about your membership expiring. Please note that there is the possibility of your rate increasing after your initial term of membership ends.

   

May I cancel my EZPay account before my commitment term ends?
Members may not cancel during their initial term of membership, as you signed a financial agreement when enrolling in the EZpay program. You may pay your remaining balance and the EZPay commitment will end. Should any actions on your part result in cancellation during that period you’ll be required to provide payment in full for each Pass purchased.

   

Can I remove someone from my EZPay account?
You may not remove individuals from your account until your initial term of membership has ended.

   

I received a notice that my EZPay account has been suspended. What should I do?
Call 1-800-343-7946 for an explanation of your current account status and information on how to reactivate your account.

   

Gift Certificates


Where can I purchase a gift card?
At this time, gift cards are available for sale through the Internet and call center only.

   

In what denominations are the gift cards sold?
Gift cards are sold in $5 and $10 denominations up to $500 per transaction.

   

Where can the gift card be used?
Gift cards can be used anywhere cash is accepted in our parks. This includes but is not limited to: parking, admission tickets, behind-the-scenes tours, gift shops and dining venues. Please note: Gift cards are not valid at Discovery Cove and cannot be used for purchases online or by phone.

   

How should a lost gift card be replaced?
Unfortunately, we cannot replace lost gift cards at this time. Please note: Gift cards are non-refundable and may not be exchanged for cash.

   

When will my gift card expire?
Gift cards expire one year from the date of purchase.

   

When will my gift card arrive?
Gift cards shipped via ground service should arrive within 6 to 8 business days. Gift cards shipped express should arrive within 3 to 4 business days.