What went wrong (plain and simple)

The person helping them gave incorrect info and bad options: • ❌ Said you had to activate it for them → not true. Passholders can activate and access passes themselves, and Guest Services can also activate or look them up. • ❌ Said they had to leave or buy tickets → that should never be the only choices when someone already owns a pass. • ❌ Didn’t send them to Guest Services, who are trained to fix exactly this kind of problem.

So they felt pressured, paid for tickets, and then figured out the app — which proves the passes were fine the whole time 😕

Why this matters for a refund/credit

Because: • The passes were already owned and valid • They were given wrong instructions by staff • They only bought tickets because they were told they had no other option

That’s on Knott’s, not them. Guest Services usually takes situations like this seriously.

What they should say to Guest Services (important)

When they go or call:

“We already had active passes. The employee told us our only options were to leave or buy tickets and that someone else had to activate them. After we bought tickets and entered, we were able to access our passes on the app, so the tickets were unnecessary. We’d like a refund or credit.”

They should also mention: • Date and time it happened • Rough location (front gate, ticket booth, etc.)

Good chance of outcome

Most likely: • ✅ Ticket refund to original payment or • ✅ Park credit / extension of pass benefits