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Credit: Andrew Boardwine, Inside the MagicUniversal Epic Universe has issued its second round of refunds on May 28, 2025, which led to long lines at guest services. The other bad news? Multiple big rides were down as well, which didn’t help the situation at all for those who were looking to enjoy the new theme park yesterday.
Let’s dig in.
Epic Universe Having Opening-Year Woes Just One Week In
The air was thick with anticipation. Cameras were ready, families streamed through the gleaming gates, and the energy was electric. After years of hype and speculation, Universal’s Epic Universe finally opened to the public. But for dozens of opening-week guests, that dream quickly turned into frustration.
Within hours, key rides were shutting down. Wait times surged past two hours. Guest Services lines wrapped around buildings. For the second time in a week, Universal found itself processing mass refunds — a surprising stumble for what was touted as the most advanced theme park of the decade.
Guest services lines are long due to all of the rides currently delayed
Guest services lines are long due to all of the rides currently delayed pic.twitter.com/S2AkcSKt4p
— Universal Parks News Today (@UniNewsToday) May 28, 2025
So what exactly went wrong at Epic Universe… and could this rocky start impact its future?
Unexpected Hiccups After a Grand Debut
Epic Universe was supposed to set a new standard — featuring state-of-the-art attractions across highly themed lands like Super Nintendo World and Dark Universe. Yet, technical hiccups and operational strain have disrupted that vision.
Currently closed at Epic Universe: -Battle at the Ministry -Stardust Racers -Monsters Unchained -Hiccup’s Wing Gliders Mine Cart Madness just came back up though. – @UniNewsToday on X
Currently closed at Epic Universe:
-Battle at the Ministry
-Stardust Racers
-Monsters Unchained
-Hiccup’s Wing GlidersMine Cart Madness just came back up though.
— Universal Parks News Today (@UniNewsToday) May 28, 2025
Guests have reported that multiple headliner rides—including the Mario Kart: Bowser’s Challenge attraction and the much-anticipated How to Train Your Dragon: Isle of Berk coaster—have experienced sudden and lengthy downtimes. With less than a week of operation under its belt, this is the second instance of large-scale refunds issued to dozens of guests, many of whom cut their day short or opted to visit a different park entirely.
Growing Pains or a Bigger Problem?
It’s not uncommon for newly launched parks to face growing pains. Disney California Adventure, Shanghai Disneyland, and even Islands of Adventure all struggled in their first few months, balancing ride uptime, crowd flow, and staffing challenges.
However, what sets Epic Universe apart is the level of pre-opening excitement and the scale of its debut. Universal invested billions into what is being called the most technologically integrated park in the U.S., yet that same level of complexity may now be a double-edged sword.
An internal source shared that Epic Universe’s current operations are deliberately throttled—only a set number of guests are being admitted per day. Universal is reportedly keeping capacity capped while closely monitoring operations and guest feedback. The goal? Iron out issues without completely overwhelming the park in its early days.
But with guests paying full price, expectations remain sky-high.
Guests Left Waiting… Everywhere
The guest experience hasn’t just been impacted inside the lands. Reports have surfaced of Guest Services lines reaching more than an hour long as upset visitors requested park-hopping passes or outright refunds. One visitor noted, “We were excited for our one-day visit, but by noon, three rides were down, and our kids were miserable. We just wanted to leave.”
As ride uptime fluctuated, so did the crowd flow. Bottlenecks in key areas led to congestion and confusion, leaving park-goers disappointed with what should have been a magical day.
Universal’s Response and Future Outlook
Universal has yet to issue a formal statement on the recent refund surges but has been offering on-the-spot accommodations—like free Express Passes, food credits, and full refunds—to ease tensions.
Looking ahead, Universal aims to increase daily capacity as the months go on, with additional staffing and tech improvements being rolled out behind the scenes. It’s a calculated approach designed to ensure long-term sustainability rather than short-term chaos. And based on past theme park launches, these adjustments may turn the tide if handled proactively.
What This Means for Epic Universe Park’s Future
Despite its rocky start, Epic Universe is far from doomed. If anything, these challenges underscore the massive scale and complexity of the project. New rides, unfamiliar operations, and record-breaking interest were always going to make the first weeks difficult.
But the true test lies in how quickly and efficiently Universal can course-correct.
As the park gears up to increase ticket availability next year and welcome a global audience, guest trust and word-of-mouth will be critical. One viral bad experience can do real damage in the age of TikTok and TripAdvisor, while smooth turnarounds can help reframe the narrative.
For now, all eyes are on Epic Universe. Will it rise above these early hurdles and live up to the hype — or become a cautionary tale of ambition outpacing execution?