Universal Orlando Frequently Asked Questions

1. Is Volcano Bay a theme park?
Universal Orlando brands Volcano Bay as a water theme park and often refers to it as their third theme park, but it is simply a themed water park.

2. Where is Volcano Bay located?
Volcano Bay is located at the south end of Universal’s property; it is not connected to the Universal Studios Florida park or Islands of Adventure. However, you will be required to park in the main parking garage. Universal provides a shuttle service to the park from the parking garage.

3. What is Universal CityWalk Orlando?
Universal CityWalk is a shopping, dining, and entertainment complex. Here, you can catch a movie, play golf, shop, and enjoy various quick service and full service restaurants. The complex connects the two main theme parks—Universal Studios Florida and Islands of Adventure.

4. Where is the Wizarding World of Harry Potter located?
The Wizarding World of Harry Potter is located in both Universal Studios Florida and Islands of Adventure. The Universal Studios Florida area features a London waterfront, which serves as an entrance to Diagon Alley. The Islands of Adventure area features Hogsmeade Village and the iconic Hogwarts Castle.

5. How can I board the Hogwarts Express?
Although the Hogwarts Express is a ride, it also serves as a transportation system that connects Universal Studios Florida and Islands of Adventure. Because of this, you are required to have a park-to-park admission ticket or annual pass. A single park ticket of any kind will not grant you access onboard the train.

6. How many days does it take to experience all of Universal Orlando?
The answer to this depends on what you’re interested in experiencing. You can click/tap here to view our detailed guide about the best ticket option for you.

7. What is Universal Express?
Universal Express is Universal Orlando’s express line system. At Universal Studios Florida and Islands of Adventure, the pass allows guests to wait in a separate queue with significantly shorter wait times. It also grants early access to shows so guests can locate better seats. At Volcano Bay, the pass allows guests to skip the Virtual Line. Universal Express is available at most attractions and shows at the resort. Passes can be purchased at universalorlando.com.

8. What is Universal’s Virtual Line system?
Universal’s Virtual Line system is intended to reduce the time guests spend in a physical line. Instead, guests are mostly waiting in a virtual line. After a period of time, they’ll return to the attraction and experience a significantly shorter physical line. Universal uses a Virtual Line system for most attractions at Volcano Bay and for a few attractions at Universal Studios Florida and Islands of Adventure. You can view all the attractions at the resort that participate in this system by clicking/tapping here. An indication is made in the details of attractions that utilize the Virtual Line system. The Tonight Show Starring Jimmy Fallon is one ride that utilizes this system. In short, the Virtual Line is a complimentary service that allows guests to virtually wait in line so that they can explore other experiences. At Volcano Bay, guests visit a kiosk and tap their TapuTapu wristband. Afterward, an expected wait time will be displayed informing them when to return to the attraction. At the resort’s other parks, guests can reserve a return time via the Universal Orlando app or at a kiosk near the ride entrance.

9. What is TapuTapu?
TapuTapu is a waterproof wristband given to every guest visiting Volcano Bay. The wristband is used to access the Virtual Line system at the park. The wristband can also be used to pay for in-park purchases and to activate interactive surprises, such as illuminating images in the volcano’s caves and shooting water cannons.

10. What is Single Riders?
Universal Orlando offers a Single Riders queue for most attractions throughout their parks. The Single Riders line is intended for those riding the attraction alone, but it can also be utilized by groups of people. However, it should be noted that those entering the Single Riders line in a group will be separated from each other. The line operates by placing guests in the Single Riders queue in rows or vehicles that are not fully occupied by a group who waited in the regular line or Universal Express line. Due to this, the Single Riders line may have a shorter wait time than the regular line, which is why Universal occasionally promotes it at busy rides. Single Rider is based on availability and is subject to change without notice.

11. What is Child Swap?
Universal’s Child Swap is designed to accommodate those traveling with younger guests. All members of a party can enter a line together. Shortly before riding, the child/baby and at least one adult must wait in a designated area while the other members experience the ride. Once the other members return, they can watch the child/baby while the member who waited rides the attraction. This service makes it easy for all members of a group to experience an attraction if they’re traveling with a baby or a child who either cannot or does not want to ride.

12. What is the VIP Experience?
The VIP Experience is a guided tour led by a Universal Orlando expert. The experience also provides quick access to attractions and other benefits. To view all options available for the VIP Experience, click/tap here.

13. What is the Universal Dining Plan?
The Universal Dining Plan provides savings throughout Universal Orlando at select dining locations. To view all options available for the Universal Dining Plan, click/tap here.

14. What is My Universal Photos?
My Universal Photos is Universal Orlando’s photography service. Throughout the parks and on select rides, photographers or automated cameras can capture your moments. You can then purchase the images anytime during the day.

15. What are the height restrictions for the attractions?
The height restrictions vary for each attraction. Click/tap here to view the height restrictions for all attractions at the resort.

16. How much does Universal Orlando charge for parking?
Prices may vary based on the type of vehicle you’re parking and the parking option you select. After 6 PM, Universal offers free self-parking (not valid for Halloween Horror Nights); however, prices for parking during the day are often changed yearly. You can click/tap here to view the latest parking information. Please note that this information is only valid for the main parking garages. On-site hotel parking follows different rates.

17. When do the parks open and close?
Typically, Universal Studios Florida and Islands of Adventure open at 9 AM. Volcano Bay’s opening time varies from 9 AM to 10 AM. Closing times for all parks vary. Click/tap here to view the latest park hours.

18. When does Universal CityWalk close?
Universal CityWalk closes at 2 AM nightly.

19. Do the parks close during thunderstorms?
Universal Studios Florida and Islands of Adventure are open all days of the year, including during thunderstorms. However, outdoor attractions will close if lightning is in the area. Volcano Bay may close in certain cases, such as cold weather. During thunderstorms, all attractions will be closed for safety purposes.

20. What happens in the event of a hurricane?
A hurricane will result in the closure of Universal’s parks. According to Universal Orlando’s hurricane policy, within seven days of arrival, guests can reschedule or cancel a vacation package, hotel room accommodation, or park tickets booked directly with them in the event of a hurricane or tropical storm warning issued by the National Hurricane Center. Click/tap here for full details.

21. In what cases can I request a refund?
You can request a refund in the event of a hurricane or tropical storm warning issued by the National Hurricane Center or if a state of emergency is declared for the Orlando area or your place of residence. To learn more, click/tap here.

22. Can I give my ticket to another person if I haven’t used it or completed the remaining days?
Tickets are nontransferable, so a ticket purchased under your name must be used by you.

23. Does Universal Orlando offer meals for vegetarians or vegans?
Vegetarians and vegans can enjoy meals from various dining locations throughout the parks. Information about this is discussed in our vegetarian and vegan guide, which can be accessed by clicking/tapping here.

24. Does Universal Orlando offer meals for those with food allergies?
Universal can accommodate guests with food allergies. To learn more about this topic, click/tap here.

25. Does Universal search bags?
Prior to entering the CityWalk complex, security will scan your personal belongs. You will also be required to pass through a metal detector.

26. What items are not permitted in the park?
Universal Orlando does not permit weapons of any kind, alcoholic beverages, marijuana, illegal items or substances, clothing with offensive language or content, clothing that represents emergency personnel or a Universal team member, folding chairs, glass containers, and more. To view all prohibited items, click/tap here.

27. Is there Wi-Fi available?
Universal Orlando offers complimentary Wi-Fi at all parks, Universal CityWalk, and all on-site hotels.

28. Are their services for guests with disabilities?
Universal provides services for guests who are deaf or hard of hearing; have vision disabilities; or use a wheelchair, ECV (Electric Conveyance Vehicle), prosthetic limbs, oxygen tank, or another device. Additionally, service animals are welcome at the resort. To view full accessibility information, click/tap here.

29. Are there First Aid stations located at the parks?
Universal Orlando offers First Aid stations at all of their parks. Stations are at the entrance of each park and may also be found in other areas. Exact locations are marked on the park maps.

30. Is there a kennel service available?
A kennel service is available for dogs and cats for a fee. To learn more, click/tap here.

31. Does Universal offer strollers or wheelchairs?
Strollers and wheelchairs are available for rent in several locations throughout the resort.

32. Are there locker facilities available?
Locker facilities are available to guests throughout the destination. Guests can choose to rent a locker for a fee or take advantage of complimentary lockers that are available at select attractions for the duration of the ride.

33. Am I allowed to smoke on the property?
You are only permitted to smoke in designated areas, which are marked on the park guides. Marijuana is not permitted on the property.

34. How can I contact Universal Orlando?
For general information, call (407) 363-8000. To reach Guest Services, call (407) 224-7840 or (877) 589-4783. For assistance with tickets, call (407) 224-7840. For help with vacation packages, call (877) 801-9720. For on-site hotel reservations, call (888) 273-1311. To reach lost and found, call (407) 224-4233 (choose option 2). For dining or character breakfast reservations, call (407) 224-3663. You can also send an online message to Universal by clicking/tapping here or by sending a tweet on Twitter to @UniversalORL using #AskUniversal for general questions.

Last updated on February 25, 2019.

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