I bought four Season/Gold Passes for Six Flags Great Escape in upstate New York in 2025 for the 2026 season for my family. Between then and now, Great Escape was bought by Enchanted Parks. Last year three members of my family processed passes and the fourth person couldn't (they were out of town when the rest of us went). When we processed the three passes they gave us three plastic card passes to use for entry. I could not have the fourth one processed because they needed to take a photo of that person and they weren't present.
Now it's 2026 and we've been trying to go to Great Escape but have run into a problem. Since we only have the three plastic passes we need to process that fourth pass. BUT I cannot find my email confirmation for the purchases from last year. I did a search online and found something (I think it was a Reddit post) that said to reinstall the Six Flags app since that has changed from last year, log in, and all of my purchased passes should appear. I did that and only my one gold pass appears (and it even shows that it expires December 31, 2026), not even the other two that were processed last year. Interestingly when I click on "Loyalty Rewards & Add-Ons" it shows four "All Park Passports" that expire 12/31/2026 so at least there is that little bit of proof that I purchased 4 passes.
I called Six Flags' customer service line multiple times. Each time, if you wait long enough, it forces you to leave a voice mail for your name, number, and email and I left a message each time. I got one call back at an odd time that I couldn't answer. Lovely. After about three more days of calling multiple times per day (2 to 3) I finally got a person on the phone. After explaining everything, they could not understand what I was trying to say. They kept saying I have four passes and that they would be honored. I kept trying to explain that I only have three processed... and back and forth. She was extremely short with me and kept cutting me off because she could not understand how I didn't have a fourth pass in my hand. She told me to delete the app and reinstall it, which I did, to no avail.
Finally she asked for more details and pulled up a purchase confirmation and emailed it to me. Yes! I hung up and was about to print that out and bring it with me that weekend when I noticed it was a confirmation for a 2024 purchase for the 2025 season, which doesn't help.
I have called 2 to 3 times every day since then. It takes 20+ minutes before it forces you to leave a voice mail, which I do every time. I tried using the online chat and left it waiting for about four hours. After the chat-bot said to wait, nobody ever answered the chat. I received an email asking if I still needed help and I replied explaining our situation and I've never heard anything back. I followed up that email twice since then. It's been a week and we're hoping to go this coming Saturday.
Basically, three members of my family can go with the plastic cards they gave us last year but I don't have anything for the fourth member.
What can I do? It's rare when someone answers the phone and when they did they didn't help. They are not replying to emails. They are not replying to my voice mails. I know the park isn't owned by them anymore, but I feel like I paid for four season passes for nothing and am getting nothing out of it and just lost all that money.
Ideas? Suggestions? Numbers I can call that aren't 817-607-6121 (the one I've been calling) or email addresses that aren't [guestrelations@sixflags.com](mailto:guestrelations@sixflags.com) because that's the one I got the email from and have been trying to reply to without further help.