Six Flags Great America's customer service outstanding!

[Galvan]

People in the enthusiast community just love to rant and rave about Disney's customer service, or Cedar Fair's customer service blah blah.

Id like to take this time to rave about Six Flags' customer service that I recently experienced first hand the other day.

Now, before you read too much into this thread as me trumpeting Six Flags (like i usually do) I must tell you that this could also be a thread about Six Flags piss poor customer service as well (more on that in a minute)

Its been a while 3.5 years in fact since I've been able to do coaster related anything. This year finally I am able to be able to go on trips and return to my favorite hobby coasters. Anyway, My girlfriend got me my first season pass in 4 years for Valentines Day this year, and since I was finally able too, I planned a trip to Six Flags St. Louis for 4/17 the week BEFORE SFGam opens.

Problem was my pass wasnt processed yet, and I obviously dont want to purchase a ticket at SFStl, so I call St. Louis, because i have heard that if I explain to them that SFGam is my home park, and they arent open, yet I have a pass coupon, they should be able to help me.

Well that was anything further from the case. I call SFStl first and get an amazingly rude operator on the other end of the phone. I ask to speak to Guest Service, and the person rather rudely says... "What kind of issue do you have.... I will assist you, you don't need to talk to them." So I attempt to explain my situation, and the person interrupts me mid-explanation and says.... Sir You are out of luck, Your pass needs to be processed prior to you coming here. Try calling Great America and almost before I can get another word out of my mouth, Im hung up on.


Shocked at this, and really kinda mad at the situation I call up Gurnee. This time I speak to the operator and he listens entirely to my situation. The man on the other end politely asks If I may wait on hold, He says he's seen this situation before, and not to worry someone in the ticket office will be glad to assist me.

I wait a minute or two and a lady politely answers, and asks "Sir, may I please have your name.. I give her my name and other information she askes me for and says "Mr. Galvan, I am going to put into the system that Great America isnt open yet, and im going to issue you a 6 digit number that you will give to the Guest Relations at SFSTL, it will confirm that our park isnt open yet, and they will issue you guest tickets for your day. No sooner then i hear that she continues "I really hope you enjoy your visit at our Sister Park in St. Louis, and we cant wait to see you here in Gurnee on the 24th!"


two totally different experiences and two totally different outcomes for me.

First, the people in St. Louis what can I say, I understand if you cant help me or whatever, but do you need to be ultra rude about it?

Second, The staff in Gurnee is amazing, I have never been treated so kindly and with respect on the phone from customer service people before, it was clear the people in Gurnee where genuine and actually cared about my issue, regardless of how insignificant it is.

I have been to many parks in the Six Flags Chain, (SFSTL, SFMM, SFOT, SFGADV, SFFT,SFKK) and with the more notable exception of Jay Thomas GM of SFMM (formerly of SFKK) I dont think I have ever been to a park with a nicer group of people then SFGAM.

Feel free to leave your comments.

[Cole]

I also saw a difference in customer service at Six Flags parks.

I went to SFGAD in late september, and right away at the ticket & flash pass gate we were treated with "What do you need?" in a snotty attitude. not the "What can I help you with?" SFGAm offers.

[sixflagsgurneeboy]

WOW! From what you're saying about the C.S. in St. Louis makes DMV workers seem like angels!

[Luxornv]

I can't say I've ever had a problem with customer service at SFGAm. When it comes to day to day, normal situations, everything is what it should be. The exceptional case I've had is when I complained via email about the season pass sale they had about 2 seasons ago and how it seemed unfair to those who renewed early. They emailed me back rather quickly (the next day) and refunded me for the shipping charges on my renewed pass and also gave me a free ticket. Doesn't help me out specifically, but I was able to bring a friend one time and he didn't have to spend anything on admission. I wasn't even expecting a response from that, and I was very pleased with what they did for me.

[FParker185]

Yep, SFGAm's customer service even during the really bad years was still top notch. I remember I think in 04, I needed my season pass processed early to go to another park, rather than give me a number like you, me and a group of 3-4 other people(we were all going on a trip together) they had come in when the park was closed, they picked us up at the front gate in a van and drove us through the park, right down the closed midways to the season pass processing center and took our pics and processed our passes even though the park was closed and they really didn't -have- to do anything to help us, they still went out of their way to get us set up.

No matter how much I complain about the park these days, guest relations has always been awesome at SFGAm and I'm really glad to see it's still that way.

[Cryptkeeper]

Are you going to update this thread, after you head to St. Louis, w/ the info:

"Went to GR in St. Louis and explained the situation. They had no idea what I was talking about when I mentioned the 6 digit code. They called for a supervisor. After 20 minute wait for the supervisor to get there, I finally got to talk to a supervisor , who in turn had no idea about this. The supervisor finally came up w/ the idea to call up SFGAm to check on this. However, with it being the weekend and w/ SFGAm not being open yet, no one picked up as no one was there to answer the phone.

By now, a line of 30 people had formed behind me as only one window was open at GR. They asked me to step out of line as the supervisor had to go look further into this and would return ASAP. 20 minutes later, the supervisor still had not returned, so we decided to just ditch the park and instead go to a St. Louis Cardinals game as we are all big fans."

Of course, of course, I am kidding. I'm sure that won't happen..well, at least the very last part.

[FParker185]

That does sound like the most likely and most reasonable outcome.

[forddude1416]

Yay, something positive about SF for once. Honestly though, I'd call ahead to SFStL and be like is this 6 digit any good, or am I going to have to give you 5 instead *slap!*

[BrianPlencner]

I remember I think in 04, I needed my season pass processed early to go to another park, rather than give me a number like you, me and a group of 3-4 other people(we were all going on a trip together) they had come in when the park was closed, they picked us up at the front gate in a van and drove us through the park, right down the closed midways to the season pass processing center and took our pics and processed our passes even though the park was closed and they really didn't -have- to do anything to help us, they still went out of their way to get us set up.

I was one of the 3-4 other people with on this adventure. We actually got picked up in the back of the park near the admin building, and they drove us to the season pass processing center in the van.

Again, SFGAm went above and beyond that day. They could have told us no, its not possible. They could have done the code or other similar thing....instead, when we called they told us to show up on a Saturday morning, and they took the time out of their day to do this.

Keep in mind that the park used to have "Pre Season Pass processing times". These would be during the week in the evening about 1 to 2 weeks before the park would open. I know it was only 1 or 2 days a week, and only about 2 hours (like 5 to 7 pm or something). This allowed you to go to the park before opening day, get your pass processed (take your picture), and then be all set. With the advancement of the internet and the on-line sale of the season passes, you really did not need to "pre-process" anymore, as your "season pass ticket" was also your admission ticket into the park for the day. If my memory is correct, this extra special treatment took place the 1st season that the park stopped doing the "pre-processing" days.

--Brian

[Necropolis]

Yep...SFGAM has probably the best if not one of the best customer service places i know of around the chicago area. Everyone who works there is soooo happy and cheery. Nothing ruins my day except when a staff member or worker gives attitude or annoyed tones. SFGAM deserves some award for excellent customer service. Even better than my work, and Im a manager! LOL Cant wait to see the cheery employees there again this season.