Valley Consumers Want “Refund” For Canceled Flagstaff Christmas Event | 3 on your side

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Bah shit! A Valley family says they were unable to get a refund even though their “North Pole Experience” was canceled, due to COVID-19.



FLAG, AZ (3TV / CBS5) – Crystal Sullivan and her husband Drew say the holiday season is all about enjoying family and making memories. And Crystal wonders, what better way to celebrate Christmas than buying tickets to the “?”

“We thought the kids would be the perfect age,” Crystal told 3 On Your Side. “They still believe. It’s magic for them. It’s the North Pole for them. That’s it.”

This year, why give your kids a healthy dose of Christmas spirit at the North Pole Experience, which just opened for the season this weekend in Flagstaff.

The North Pole Experience is an annual Christmas event in Flagstaff that has been around for 12 years. “I understand that they are helping the Elves build toys and seeing Santa Claus,” she said.

But the workshop of Santa Claus is not free. In fact, Crystal paid $ 238.14 for 4 tickets.

Crystal says it’s a lot of money. But The North Pole Experience says it offered a Book with Confidence program that allows consumers to cancel for any reason within 48 hours of arrival. “I read this guarantee and said I had no problem with that because if anything happened and we had to cancel, we would get our money back,” Crystal said.

Well Chrystal and her family haven’t canceled. But, due to COVID-19, the North Pole Experience recently went offline. However, instead of being reimbursed for $ 238.14 like she thought, Crystal says she is only offered credit for next year’s North Pole experience. back.”

Looking for a snowy winter adventure?  See you in Flagstaff!

Desperate desert dwellers looking for a true snowy winter experience don’t have to travel far.

Many viewers have voiced similar complaints to 3 On Your Side. After checking their website, we noticed that the North Pole Experience says cancellations will be 100% credited until next year. But that doesn’t necessarily mean a refund. “I feel like the way they worded it was very misleading. And they’re refusing to reimburse anyone.”

As a result, North Pole Experience has announced that it will be announcing a ticket buyback program soon, but has not provided any details.

Crystal says this sounds optimistic and thinks a full refund is the only right decision. “I feel like this is a bad deal. This is not how you want to treat your customers.”

When details regarding the North Pole Experienced ticket buyback program are announced, 3 On Your Side will let you know in a follow-up report.

A statement from the North Pole experience is below.

The North Pole experience has become a treasured Christmas tradition and over the past 12 years we have offered magic and memories to families …

We would like to thank all of our clients for their patience over the past week since our 2020 postponement announcement. We would like our clients to know that we have read every email, note, concern and heartache. We understand and respect the pain and the frustration and it is also a shock and a disappointment to us. We realize there are many concerns and individual cases with out-of-state clients, many first-time guests, and other issues that we will be addressing. Being a small business, Santa’s Elves will be working diligently to reach out to anyone who has contacted us over the next week.

As many know, NPX is not a seasonal operation that can shift gears from holiday to holiday. Christmas is our one and only season and taking visits to Santa’s enchanting workshop carries such a burden on all of us. Much like Disney and other Broadway productions that have been canceled around the world, an experience like the North Pole Experience is not one that you can virtually replicate.

This decision was not an easy one and we would like all guests to know that there were many factors and limitations beyond our control including last minute location restrictions with the county, an obvious drop in sales of tickets due to Covid and a dramatic decrease in capacity due to social distancing guidelines. This coupled with the local mask mandates and our bright, cheerful faces, and having to adjust to Santa in a mask behind a plexiglass wall was just an experience that wasn’t ideal and after talking to many of our regular guests, Santa Claus and the elves. .we had to make this heartbreaking decision.

All guests who purchased tickets for 2020 have received tickets for the 2021 season. We are working on a ticket redemption plan which we will announce next week and all 2020 guests will have the option to change their dates to new dates. if they wish before the 2021 tickets are released.

Although it is an extremely difficult year for all of us, we are convinced that the magic of Christmas will continue into 2021.

3 On Your Side by Gary Harper reports weeknights on 3TV News at 9am.

Copyright 2020 KPHO / KTVK (KPHO Broadcasting Corporation). All rights reserved.

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