CLTC cheat sheet

Season pass = one purchase covering a defined set of visit dates; a membership typically runs 12 months from purchase date, so confirm the product's validity window before quoting benefits.

Pass tiers are differentiated by access calendar (all days vs. restricted dates), parking inclusion, guest privileges, and discount percentage on food and retail - tier name alone does not define benefits.

Gate price and online price can differ; the online advance price is usually the lower published rate, and the difference is a common source of guest complaints at the window.

Child pricing usually applies by age band (commonly under 3 free, ages 3-11 child rate, 12+ adult) rather than by height, so verify the age cutoff for the specific venue.

Add-on products (parking, meal voucher, photo pass, skip-the-line) are priced separately and are not included in base admission unless the product description states so.

Refund and date-change rules are set by the ticket type: dated tickets are generally non-refundable but may be movable to another date within the same operating season, subject to availability.

Group rates require a minimum headcount booked in a single transaction and a lead time before the visit date; individual tickets bought at the gate cannot be retroactively converted to group rates.

Pass renewal pricing is typically lower than new-pass pricing and is offered only within a renewal window before or shortly after expiration; lapsed passes revert to new-purchase rates.

Payment plans split the pass price into scheduled installments; the pass typically remains active while installments are current, and missed payments can suspend or cancel the pass.

Separate-ticket events (hard-ticket events) require an event ticket in addition to or instead of regular admission; general admission does not grant entry.

Reserved seating and general admission are distinct products: reserved seats carry an assigned section and row, while general admission is first-come within a viewing area.

Show schedules vary by date and season; the posted showtimes for the visit date, not the general park calendar, govern what a guest can actually see.

Seating for included shows is typically first-come, first-served and fills before start time; arriving after the doors close results in no entry, not a refund.

Event capacity is capped by fire-code occupancy, so sellouts are enforced at the ticketing system level and cannot be overridden at the gate.

Weather-cancellation policy: outdoor shows may be cancelled for lightning or high wind; the standard remedy is rebooking or a voucher, not a cash refund, unless the whole event is cancelled.

Age or height restrictions may apply to certain show experiences (e.g., scare attractions); guests outside the guideline may be refused entry without refund.

Special-event tickets often include a limited window (e.g., a specific entry hour) and in-and-out privileges may be restricted; confirm re-entry rules before purchase.

Accessibility seating for shows is booked through the accessibility desk and is released to the general pool only if unclaimed shortly before showtime.

Donation requests are typically submitted online with a lead time of several weeks; requests inside the lead time are declined regardless of cause.

Eligibility is usually limited to registered 501(c)(3) nonprofits; proof of status (EIN letter) is required with the application.

Most programs cap awards at one donation per organization per calendar year, so a second request in the same year is automatically declined.

Award types are commonly in-kind (tickets, passes, merchandise) rather than cash; the award letter states the form and expiration of the donation.

In-kind donations carry an expiration date and cannot be exchanged for cash or extended; the recipient must acknowledge the fair-market value per the award letter.

Employee matching and volunteer-hour grant programs convert logged hours into donations at a published rate per hour, subject to an annual cap.

Round-up and point-of-sale giving programs collect at checkout; funds are restricted to the named charity partner and cannot be redirected.

Corporate sponsorship and charitable giving are separate tracks: sponsorship buys visibility and is handled by the partnerships team, not the donation committee.

Tax substantiation: the recipient organization receives a written acknowledgment of the in-kind gift; the venue, not the donor's guest, issues the receipt.

Pass holder engagement is measured by visit frequency and redemption rate of included benefits, not by purchase volume alone.

Loyalty or rewards tiers usually advance on qualifying spend or visit count within a rolling period; points typically expire after a stated inactivity window.

Member previews and early-access windows are offered before public on-sale and require an active pass at the time of booking, not just at the time of the event.

Referral programs credit the referrer only after the referred guest completes a qualifying purchase; a click or signup alone does not trigger the reward.

Survey and feedback invitations are sent post-visit; response incentives (e.g., a discount code) usually carry a short expiration.

Guest communication consent (email/SMS) must be captured at purchase or opt-in; transactional messages about a booked visit are separate from marketing messages.

Social media contests have published rules covering eligibility, entry period, and prize value; winners are notified through the channel named in the rules.

Reactivation offers target lapsed pass holders within a defined lapse window and typically cannot be combined with other promotions.

Operating hours differ by date and season; the hours posted for the specific visit date override any general or holiday schedule.

Parking lots have separate opening and closing times from the venue; re-entry after lot closure is not permitted.

Bag check and prohibited-item rules are enforced at the entry gate; prohibited items must be returned to a vehicle, and there is no on-site storage guarantee.

Accessibility services (wheelchair rental, accessible parking, companion seating) are arranged at guest services and are limited in quantity, so reserve in advance.

Venue re-entry requires a hand stamp or ticket scan at the exit gate; without it, re-entry is refused.

Lost and found is held for a fixed retention period (commonly 30 days) and items are returned by pickup or shipped at the owner's cost.

Guest services handles ticket issues, accessibility, and lost parties; security handles conduct and prohibited items - route the guest to the correct desk.

Outside food, beverage, and photography equipment policies vary by venue and by event; the event-specific policy overrides the general park policy.

Route by topic: ticketing and refunds to the box office, group sales to the group desk, donations to the community relations team, accessibility to guest services.

The box office phone line is staffed during posted hours; outside those hours, the website's ticket portal is the only channel that can modify a booking.

Group bookings are handled by a dedicated group desk with its own phone and email; the general guest line cannot process group contracts.

Written requests (donations, refunds, complaints) require the confirmation number and the purchaser's name as they appear on the order.

Response-time commitments are stated per channel: email and web forms typically carry a multi-business-day window, while phone is immediate during staffed hours.

Media and press inquiries go to the public relations contact, not guest services; sponsorship inquiries go to the partnerships team.

Emergency and on-site issues during a visit are handled in person at guest services inside the venue, not through the off-site phone line.