Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I purchased a 5 attraction Chicago City Pass on July 3rd, 2024 Order #: ******* for a family of 4 that included me It took through the next day for the ticket to process and be ready for use. The pass allows 2 mandatory attractions that needs to be used (***** ******************* which require advance reservations and the remaining 3 were optional attractions out of a choice of 6. I was intending to use the CityPass on Jul 4 & Jul 5 as it was a short stay in ******* I was able to visit *******, however on both days there were no reservations available for ******************* which was the main attraction I was interested in I utilized the remaining 3 optional attractions thereafter. Since I was not able to get the full value of my purchase, I reached out to CityPass customer support to either extend my pass for 1 year or provide some sort of partial refund. The request was denied by agent and thereafter by supervisor with CityPass not taking ownership of attractions selling out before the buying process. This is a very misleading business practice for the consumer who takes the risk by paying for a ticket upfront not knowing the attraction is not taking any more reservations. I prefer the CityPass policy is changed to provide some sort of partial reimbursement in such cases. I am looking forward to a quick resolution via BBB and some sort of partial reimbursement, time extension of CityPass credit for the unused attraction.

  Business Response

  Date: 07/24/2024

  Hello,

  Thank you for reaching out. We see that you purchased your Chicago CityPASS on 7/03/2024 of which at that time we did have it posted on our website www.citypass.com/chicago that some attractions may be sold out due to the busy holiday weeked (4th of July). We also provide information to contact us to determine if you will be able to get a reservation. Per our records we don't see that you contacted us and proceeded to use your CityPASS purchase. Our policy refund policy is clear as well as our terms and conditions.

  T/C: www.citypass.com/terms

  Refund policy: www.citypass.com/returns

  Please understand these are highly discounted tickets and by visiting 4 out of the 5 attractions you did receive full value.

  Here is the breakdown of the value you received
   
  Gate Price per adult
  ********************** - $40.00
  Museum of Science and Industry - $37.95
  Shoreline Sightseeing Cruise - $53.70
  SkyDeck Chicago - $61.00
  Total Value -$192.65
  CityPASS Price -$139.00
  Savings - $53.65
   
   
  Gate Price per child
  ********************** - $28.00
  Museum of Science and Industry - $23.95
  Shoreline Sightseeing Cruise - $28.97
  SkyDeck ******* - $61.00
  Total Value -$141.92
  CityPASS Price -$109.00
  Savings - $32.92
   
  We appreciate your understanding.
   
  Kind regards,
   
  *******************************
  Sr. Manager Accounting
  *************************************
  ************************************************ ID *****

   

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22028903
  
  I am rejecting this response because: it is a canned response to existing problems which consumers may face in reality and CityPass is aware that is an ongoing problem. At this time I am not  expecting a satisfactory resolution and I will surely be cautioning several other of my friends on this experience.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 three day passes for *********** and they stopped working after the first day. When I got a hold of them denied my refund request even though they failed to provide me with what I paid for. I was willing to pay for the day I used but asked to be refunded for the two days they did not provide me they refused without giving me a reason. Other people on tour were sharing similar stories. They are scamming people and stealing their money

  Business Response

  Date: 01/02/2024

  Hello.

  Thank you for contacting CityPASS. Based on the information provided we show you have a Go City for ***********. We are not associated with Go City and we don't sell a *********** CityPASS. Please review our products at www.citypass.com and contact Go City for your refund resolution.

  Kind regards,

  *******************************
  Sr. Manager Accounting
  **************
  *************************************
  *************************************************************** ** *****  
  

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a city pass before arriving to *******, I went to ******** it was so packed we waited a long time after getting there everything was closed due to construction, then we went to the ******* cruise so unorganized ran by little kids no idea where to line up once you board people are just running around coming in your personal space to take pictures no employee said anything to them over crowded it was waste of time, 3rd thing visited the zoo hoping this one would be good atleast even worst first no animals everywhere you go second there is no proper indications to where your going everyone is lost and no employee around to help you you are on your own I dont recommend this to anyone

  Business Response

  Date: 10/10/2023

  Hello,

  Thank you for contacting CityPASS. We are an attraction marketing company and do not have control over the operations of each attraction. We suggest that you share your experience with the attraction directly so that they can address each concern as it pertains to them. We invite you to review our terms and conditions at (www.citypass.com/terms). We see that you have two attractions left to use. If you wish to request a refund on the unused portion of your ******* CityPASS you may do so at www.citypass.com/returns.

  Kind regards,

  *******************************
  Sr. Manager Accounting
  *************************************
  *************************************************************** ** ***** 

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  City pass sells you admission to 6 attractions. They do not disclose the time needed to actually visit all 6. It took over 6 hours to do 1 single attraction and we only did half of it. Since we were only in town for the weekend that was all we had time to do. We spent $300 through citypass when paying for that attraction alone elsewhere would have only been $60. I reached out to customer service for a refund for the unused attractions, because their advertising is misleading. **************** did not help at all. I left a review, and quickly found that they moderate their reviews and do not post any negative ones. Again false advertising. When initially purchasing they make it sound like you have a year to use your tickets, when in the fine print it says 9 consecutive days. Citypass is a scam.

  Customer Answer

  Date: 08/31/2023

  The company has responded directly and provided a refund. 

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 * ALL CityPasses to see ******** for $392 on 7/29/23. A large draw for going with the * ALL Pass specifically was for its free admission into the ********************************** as outlined by the terms on their website, attached. I even attached a screenshot I took on 7/29 clearly showing this confirmed by their website. I made a reservation for the museum and arrived for my tickets only to be told that the * ALL Pass is not eligible to be used until 8/1 and I wouldnt be eligible for an additional special exhibit pass that it normally covers for admission into another ticketed part of the museum. I had to buy my 2 tickets out of pocket. I reached out to them to request a refund for my out-of-pocket costs as a result of their false advertising on their website and they randomly sent me $27.44 on 8/12 (a fraction of the $68 they owe me per the screenshot of what the **** charges for what they claimed to include with their pass but didnt) with little explanation. I followed up requesting the full out of pocket I had to pay as a result of their mistake, $68, and they sent me an additional $6.56 on 8/14 stating that since they only get a 50% discount on tickets, theyre only refunding me 50% of the cost which leaves me on the hook and not made whole from the true impact of their false advertising. They seem to keep dodging my request and doing the bare minimum to resolve this request likely in the hopes that I give up and they wont have to pay me what Im owed to be made whole from the lies on their website they failed to honor. At this point, given the time and money *** spent documenting and dealing with this I would like a 100% full refund for the whole cost of the City Pass tickets. Its truly criminal that they scammed their customers this way and never proactively reached out to notify purchasers that they had incorrect information on their website so Im sure Im not the only one who has been negatively impacted by this issue.

• Initial Complaint

  Date:04/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: Apr 7, 2023 Amount Paid: $224.30 The amount was for 2 city passes that included visit to ******** plus 5 other sites valid for 9 days.When we went up on the ******** the glass floor was closed due to construction but the ticketing staff member did not mention it to us all.Also one out of the other 5 sites is closed and wont open within 9 days of the pass validity and the ticketing staff did not mention it to us at all either.I contacted the business and asking for a fair refund, but they are only offering $122.60 since they are deducting the ******** visit ticket fees from the total amount. But like I mentioned above, the glass floor was closed and we did not get full experience of ********. But ultimately it comes down to poor communication and lack of information provided by the ticketing staff about whats actually accessible and whats not. Had they been clear about it, we wouldnt have made the purchase in the first place.

  Business Response

  Date: 04/27/2023

  To Whom It May ******************** you for reaching out. I have attached the full conversation with the customer in regards to their complaint and request for refund. Our refund policy was available to the customer via ******************************/returns as noted on their ******* CityPASS Cards. CityPASS is an attraction marketing company and we do not have control on how the attraction operates. We also state this in our Terms and Conditions, which was available to the customer via ******************************/terms. We offered a refund outside of our policy since the customer was dissatisfied and did not use the remaining attraction tickets.

  Kind Regards,

  *******************************
  Sr. Manager Accounting
  ********************************
  ************
  ************************************************************************************; 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19962693
  
  I am rejecting this response because:

  I am not satisfied with their response. When we purchased the pass, it was not online. They mentioned that their refund policy is available online but we did not purchase the pass online. It was in person at ******** site and we should have been made aware of the refund policy at that moment.

  Also they mentioned that they do not control how the sites operate but they should provide full disclosure or the person selling the pass on their behalf should provide full disclosure at the time of pass purchase that if any services in a site are unavailable or if any sites are currently close. Then the person purchasing can decide whether or not to make that purchase.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order (#*******), we bought 3 citypass for ******* this week. It's been good until we were trying to use it for the ************. It wont' let us in when we scan the ** code, we asked the person at the gate, and they could not figure it out, said maybe because it was used already which is totally false. We were in rush and have to leave and catch the next activity. Now we left ******* and end up not using that ticket at all.

  Business Response

  Date: 08/17/2022

  Hello,

  Please ask the customer to submit a formal request to our ****************** at www.citypass.com/returns for further review and direct communication with the customer.

   

  Thank you,

  *****

  Sr. Manager, Accounting

  CityPASS 

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17683265
  
  I am rejecting this response because:
  

  I submitted the request, but no response.

  
  Sincerely,
  
  Xiaole ****

  Business Response

  Date: 09/02/2022

  Hello,

   

  We received a refund request from Mr. **** on 8/20/2022 for the ************ ticket in their CityPASS purchase order *******. A refund was approved and processed on 8/29/2022 in the amount of $86.75 and issued through PayPal.com (customers original form of payment). Attached you will find ********* of the refund request as well as evidence that the refund was indeed processed.

   

  Thank you!

  *******************************

  Senior Manager, Accounting

  Customer Answer

  Date: 09/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Xiaole ****