Why is Disney doing this to me!!!

[moosebug]

:mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: :mad: Right whenever I am almost to the second lag of paying off my Dec trip I recieve this email from my travel agent:
"I'm afraid I have a little bad news. We were informed by Disney that there was an error in the quote given to you for your stay. The amount provided ($1808) was correct, but was for a stay of only 5 nights- not the 6 that you need. Rather than contact us, they just made your departure date Dec 12 instead of the 13th. The correct rate should be $2118 instead for a 6 night stay at that time.

I spent several hours over the weekend with their reservation department and Guest Services department and they are unwilling to honor the rate origianlly quoted. However, they are willing to split the difference and accept $1963 as the total for 6 nights at Port Orleans-Rverside in a King Bed room with the Discovery Magic package using that CLO discount code. The head of Dreams also called Disney today to discuss the situation. Disney commented on the number of changes made to your reservation and suggested that all of the activity may have contributed to the rate confusion. While that is not an acceptable reason for this to happen, it is the best we can get for you at this time. The $1963 rate is an excellent rate for that resort and package, but I wish it were still the original rate.

I apologize for the delay in getting this news to you. They sent a memo dated 7/29 and it took about 10 days for it to reach us. I started working on this while at WDW last week when I was notified.

If you want me to get quotes for other resorts for you, please let me know and if you have any questions about this please let me know."

I realise its only 155 more a night but I have nonrefundalbe plane tickets so I am forced to pay that extra $. When you're on a budget every penny counts. Why can't they just eat their mistake? Hello this is historically the slowest time of year. (dec 7-14) Maybe I should go to Universal for my last night... The so called changes were from going from POR to all star movies back to POR after the codes. Oh and I took off one night. I have had this booked since March-April. So 3 changes. I know from reading these boards people change more than that. As far as the changes are concerned what about their sudden cancellation of some past enights. The sudden closing of Crystal Palace. I know these had nothing to do with my vacation but if Disney can spring changes on their guests then why can't a guest do the same thing? Thanks for allowing me to vent and Double check tyour ressies. I would like to thank Dreams unlimited they have been great. Thank you ROB!!!

[Luv2Roam]

:( :eek: :(
Disney appears to be making a real effort to make many of their guests very p-$$ed off, and doing a fine job of it too.
I keep reading everyone looking over and coveting their confirmations from Disney. Those conformations don't mean diddley. And if they screw up, they will not stand behind those confirmations. Nor will they admit to screwing up. It's just "policy".
Most of the problems we all see now, most of it is Disney errors and if anything gets taken care of in a satisfactory manner, we about fall over in a dead faint. Of course we are hearing our sides, and not Disney's, but...
I suppose we are hearing, reading, focusing on the bad. Not the other thousands of times everything went as it should.
But if they at least would take care of their errors and offer an apology and something for compensation -- even a meal! :rolleyes:
I really think if they don't turn their act around this coming year, they will be in even more business trouble than they are already. Daily any more I read where even die hard Disney fans are considering vacationing elsewhere, due to cutbacks, screw ups and costs/less bang.
Well, that's my gripe for today -- right or wrong.
I know them screwing you over can make you want to cancel the trip entirely -- been there done that. If I hadn't bought plane tix, we would have not gone in May.
Grin, bear it and have a great vacation -- in spite of what they did. Easy to say I know; harder to follow. (Again, been there, done that.)
{{{ }}}
If you need to vent more, we are here.
I think we need to start a CRO/resort support group. ;)
Oops -- sorry -- the rose shading must be wearing off my glasses. :jester:

[moosebug]

Thanks for the support. I am still really teed off.

[mikesmom]

$155 a night? What am I missing? It looks like $155 overall. They originally gave you $361/nite and now it's down to $327/nite. I realize you thought you had $301/nite because of the 6 nights, but it's not quite so bleak as it might be. I agree they screwed up, but it does seem as if they are trying to meet you halfway. Please don't let it ruin your vacation.

[moosebug]

I'm sorry I meant 155 for the night.

[WDWCRAZY32]

I hate to say this but SO MUCH FOR TRAVEL AGENTS!!!! Have made many res with CRO and have never had them change a quoted price for a res. I have always called CRO direct. Most of the time they try very hard to get the best rate, be it Florida resident or pass holder or just a unadvertised hotel special. Sorry for your troubles but from what I have heard of other people's experiences with agents I doubt if I would ever use one. Had a trip to Newfoundland once and the agent checked for 2 days for my requests and never came up with what I wanted, I got exactly what I wanted on Expedia in 10 minutes and faxed it to the agent, they just said We can book that if you want. Needless to say that was my one and only use of an agent.

[moosebug]

I don't think it was the tavel agent on this one. Disney is obviously taken some sort of responsibility hence the half off last night deal.

[dianna112198]

Oh that is NOT right! Even if is is only $155. That was their mistake. Isn't that the whole point of a "quote". And anyway, looking at it from a business standpoint, that is a bad decision on their part to make you pay for it. You figure, you spent thousands and thousands of dollars on your vacation. You are probably not going to book through those people again, so they just lost thousands and thousands of dollars on a future vacation..and over what? $155. I'm surprised they are still in business. Just to let you know for the future, I booked my vacation online through Diney's official site, got a really good deal and had NO problems whatsoever. And I didn't even have to deal with any travel agents. It was great! Don't let it ruin your vacation though. Have fun!! Your going to Disney World!!!!!!!! ( oh you're so lucky)

[jeank74]

moosebug,

I am very sorry for what happened to your reservation. For your case, I have faith in Dreams Unlimited, but not CRO of Walt Disney. With the new CM that joins the office this summer, I have heard so many terrible stories about people's reservation being cancelled or changed without further notice. I have also been given the wrong quote by CMs at CRO. Also, each CM would tell you different things. That's why we would call back if one CM does not give us the good news.

So have you book the tix for 12th or 13th? you can still cancel the package and get full refund, cann't you? You can rebook a package using the code or stay at somewhere else. The most important issue is to know that you will be on vacation during that time of the year..

Good luck!

:Pinkbounc

[moosebug]

We're booked using the Discovery magic plan. My agent went ahead and booked the 7-13 so i will pay it if I have to. Hopefully I can get everyhtin straightened out. I made a 400 paymetn this morning (before I knew) and it took me down to 848. Now I am back over 1000. Bummers. this is our belated honeymoon (since Sept 11) so I want everything perfect. Dreams has been fantastic and I would really reccomend them to anyone. It' s CRO. i think it would have been different if they would have told me a few days later--- but a month later and after I make the deposit? I had other plans with that money (the yuletide tour and my candlelight processional dinner, MVMCP) and its like another 150 added to the budget.

[manning]

I can't figure this out. Are the cm's at CRO that incompetent or are they getting even with management for cut backs. Or are they that overworked?

???????????

[dbond]

This scenario sounds like a travel agent trying to cover up their own mistake to me. I'm not trying to defend CRO or anything, it just sounds a little fishy and my instincts point to the TA. CRO sent a memo informing the TA that they discovered that the quote was for 5 nights instead of 6, how did they know it was supposed to be for 6 and then they just decided to add on an extra day and charge the TA/you for it? I just don't think CRO pays that close attention to details, once something is in writing and on paper, it's a done deal. It sounds more like the TA received a confirmation notice and discovered themselves that the quote was not for the correct amount of days and then tried to cut a deal with CRO to save face. Sorry to be such a pessimist, but that would be my first instinct.

[mrsltg]

I agree with dbond. Sounds like there is something a little strange here. I'd be willing to bet that your agent screwed this up and is passing the buck. Perhaps the next step is to get DU to eat the other half of the cost.

Good luck!

Erin :D

[ducklite]

Look at your original writen confirmation from WDW. If it had the correct check in and check out dates on it, with a package total, and they have taken your deposit money, you have both entered into a legally binding contract...offer, acceptance, and consideration. If this is the case, they can not change the contract without your consent. If they try, you can sue them.

If the original confirmation has the wrong check out date and you didn't notice, that's your fault (or your TA's).

Anne

[Pugsley]

Seems a little strange to me too. Disney always sends out confirmations that show exactly what is in their system. That probably went to the travel agent and maybe they didn’t check it. Luv2Roam, why do you say the confirmations don’t mean anything? Have you seen examples of the reservations/rates on confirmations not being honored? That would really surprise me and I would think it would be illegal.

[scarlett873]

Originally posted by WDWCRAZY32
I hate to say this but SO MUCH FOR TRAVEL AGENTS!!!! Have made many res with CRO and have never had them change a quoted price for a res. I have always called CRO direct. Most of the time they try very hard to get the best rate, be it Florida resident or pass holder or just a unadvertised hotel special. Sorry for your troubles but from what I have heard of other people's experiences with agents I doubt if I would ever use one. Had a trip to Newfoundland once and the agent checked for 2 days for my requests and never came up with what I wanted, I got exactly what I wanted on Expedia in 10 minutes and faxed it to the agent, they just said We can book that if you want. Needless to say that was my one and only use of an agent.

WDWCRAZY32...
i'm so sorry for the negative experiences that you have had with using travel agents! being a former agent myself, i do have to say something in agent's defense...in taking 2 days to get back to you, some agencies, i know mine was one of them, get so busy that it does take a little time to get back to clients. there were days that i would be working on 5 different trips all over the world! it's also a possibility that the agent may have been trying to work with an air fare consolidator to get you a great fare...

i'm not trying to defend the particular agent that you were working with for your newfoundland trip...it's possible that you had a lazy agent. it happens, i know, i've worked with a few of them! i can only vouch for myself and the ladies that i worked closely with...we were always VERY careful of what we booked for clients. we had forms that we had to fill out to make sure that we had the correct dates, flights, hotels, etc. and we used our forms to match the faxed confirmations that we would receive from the tour operator BEFORE we quoted prices to clients.

i loved my job and would do it again in a heartbeat, but with the travel economy the way it is right now, agencies just aren't hiring anymore. so i'll be patient and wait until i can find a job with a respectable and reliable agency...i sincerely hope that someday, you will be able to work with a travel agent again and have a more positive experience! if i was a working agent right now, i would help you with your travel plans!!

i can say that my very favorite destination to book was WDW. i loved getting people all excited about going and telling them little tips and tricks that i have picked up over my trips there. i knew exactly what to recommend to a family sitting there at my desk...
oh! how i miss booking disney on a daily basis....i have been unemployed as an agent now for a year...btw, it was my choice to leave the agency. moved to california temporarily and then didn't move back to the same area i was in before so i couldn't work for them anymore...:(

have a good day!!! happy travels!!!

[moosebug]

Well...
I had booked all star movies from Dec 7- Dec 13. When the codes came out DU called and asked what the rate would be to switch to POR. Disney said 1808. DU never changed the dates on that ressie (which was on a written conf for six nights) only added the code and POR. Well I have been applying paymetns to my vacation maybe when they were posting it to my account did someone see the rate was wrong and made my departure date 12/12 instead of 12/13 then send a memo to my TA.

[ducklite]

Originally posted by moosebug
Well...
I had booked all star movies from Dec 7- Dec 13. When the codes came out DU called and asked what the rate would be to switch to POR. Disney said 1808. DU never changed the dates on that ressie (which was on a written conf for six nights) only added the code and POR. Well I have been applying paymetns to my vacation maybe when they were posting it to my account did someone see the rate was wrong and made my departure date 12/12 instead of 12/13 then send a memo to my TA.

ANy time you make any change to an existing reservation, a new confirmation is printed and mailed. I'd tell your TA you want to see them all. Sounds like both CRO and the TA made errors, I"d look at all the paperwork and then figure out for sure and hold them responsible.

Anne

[jk1]

Revised confirmations are sent out as soon as changes are made. Sounds like the error on the confirmation was not picked up by the agent. Did you ever get a revised confirmation? I doubt very much that CRO bothers looking at the reservations once in their computer unless someone calls about it. They have enough to do with answering the hundreds of phone calls coming in constantly.

[Kim&Chris]

I would tend to agree with the previous posters. Seems your TA missed something along the way.

I would ask the TA for the ORIGINALS of all confirmations sent to him/her by Disney. That way, you will be able to scrutinize each one for yourself and see what happened.

If the TA goofed, he should be liable to pay the difference.

[moosebug]

"The only confirmation sheet we have was after the dates were changed. The reservation (including dates) was confirmed when your deposit was transferred to Disney and the dates were OK at that time. (Dec 7-13). When we received the 7/29 confirmation, the dates were 12/7-12/12 and we then tried to correct the error.

Otherwise, we don't have any printed offers from Disney as most bookings are handled over the phone. Unfortunately, Disney has chosen to adopt a "your word against ours" attitude at this point."
This is an email from my TA why I don't have it on confirmation sheet. I have never gotten a confirmation from Disney.

[moosebug]

"If the TA goofed, he should be liable to pay the difference."
I don't have the guts to ask him to do that. DH said the same thing last night that they should take it out of their commission f it was their fault.

[Lewisc]

It sounds like the TA goofed. The rates come out of a computer, I'm sure the original reservation in the computer was for one less day. Either the Disney operator misread the screen or the TA confused the number of days vs the number of nights for your trip (MY GUESS). Disney has done all they're going to do, they never gave you written confirmation with what you thought you bought. I don't believe the TA's story, I think they spent the time trying to figure out how to tell you they screwed up.
The problem was between the TA and Disney. Just ask the TA, Disney is paying for half the mistake, how much of the difference are you willing to pay?

[Kim&Chris]

It sounds like the TA is doing a good job of blaming this mess on Disney. I would be VERY assertive with them and demand all documentation regarding your trip. Emails won't do any good.

If they give you the runaround, tell them they can expect a call from your attorney to "help" you straighten this out.

[Tesabat]

Moosebug - I used a TA for the first time this trip. I also changed my resorts. I was sent two confirmations - neither from Disney. They were both from the travel agency. Did you receive a written confirmation from the TA?

I'm just kind of confused how Disney would discover this error. It doesn't seem logical - even if they were receiving a payment, that would be an a/r clerk posting money...if they studied dates on a reservation, they would never get their job done - which is making sure your account is correctly credited, and the money is correctly deposited. Nothing to do with reservations, dates, total package amounts. Highly unlikely a/r would red flag that as they wouldn't know there was an error - they wouldn't know you were supposed to be there until 12/13 instead of 12/12. Only YOU and your TA would know that.

Looks like this is between TA and Dis. I think Dis did a good job of compensating for something that - as much as the TA tries - they really can NOT blame entirely on Dis.

If you have a WRITTEN confirmation from TA quoting the pkg amount and the correct check-in and check-out date, then I don't feel you are responsible for additional monies. The TA should definitely be picking up the difference. If you don't have a written confirmation, you can still ask the TA to comp this. You might not get it - but it doesn't hurt to ask.

[ukcatfan]

I completely agree that the TA messed up and Disney is just doing him a favor. I have worked for a hotel before and I can tell you that most TAs do not call in and make the reservations. They do it all on computer. If the small Hotel I worked for was able to have the TAs interface with their systems, I am sure Disney offers the same. I would bet the TA never talked to anyone at CRO until he realized he had made the mistake. Do you even know if it is WDW giving you the half night discount? How do you know WDW is not getting paid what it is supposed to and the TA already eating the discount offered?

I remember reading somewhere that WDW preferres using TAs b/c their fee is less than it costs them to have the extra manpower needed if there were no TAs making reservations. That leads me to believe your TA never even talked to them to make the reservation.

Another note: The TAs job is to take care of your vacation plans. Even if CRO did make a mistake, it was his responsibility to catch it before he turned the numbers over to you. Either way the TA should pay in my opinion.

[Jackie H.]

This is what your Travel Agent said?

"The only confirmation sheet we have was after the dates were changed. The reservation (including dates) was confirmed when your deposit was transferred to Disney and the dates were OK at that time. (Dec 7-13). When we received the 7/29 confirmation, the dates were 12/7-12/12 and we then tried to correct the error.

This doesn't make sense to me. I've gotten a confirmation from Disney everytime any little thing has happened...including just making a reservation and not having paid the deposit yet. We have made the ressie ourselves and used a travel agent before. When we used a travel agent, we were sent a copy of the confirmation from Disney. (Disney sent it to the travel agent and the travel agent sent me a copy.)

Why wouldn't your travel agent have received a confirmation when the reservation was made, another when the deposit was made and another everytime there was a change of any kind? Mine did...the difference is, mine sent me a copy of all these.

I tend to agree with others here, I think the travel agent is responsible.

[ducklite]

The most interesting part of this is that if you back out the tax from the $1808, then take the commission, and subtract taht from the $2118, it works out to be very close to the offer of $1963.

Makes me wonder if WDW is even aware of this whole debacle...it looks to me like the agent has booked the room for $2118, but is throwing their commission in, and having you pick up the difference.

Anne

[PartyofSix]

I vote you stay 5 nights of the orginal ressies and go to US for your last night at PBH you can get a del pool view with a king room for 180.00 ent rate and you'll wish you'd never seen Disney! IF your staying at port orleans you will love PBH it is amazing!!!! What ever you choose I'm sorry for your aggravation leading up to your much needed and well deserved vacation. I'm sure you'll have a blast when you arrive and all this will be behind you.

[jk1]

"If the TA goofed, he should be liable to pay the difference."
I don't have the guts to ask him to do that. DH said the same thing last night that they should take it out of their commission f it was their fault.



This is why Travel Agencies have Errors and Omissions Insurance.

[jk1]

"The only confirmation sheet we have was after the dates were changed....When we received the 7/29 confirmation, the dates were 12/7-12/12 and we then tried to correct the error.

Otherwise, we don't have any printed offers from Disney as most bookings are handled over the phone.

The booking of a reservation is handled over the phone, but all reservations with Disney are sent written confirmations upon the reservation being made. Sounds like something is fishy here.

[jennymouse]

Originally posted by ducklite
The most interesting part of this is that if you back out the tax from the $1808, then take the commission, and subtract taht from the $2118, it works out to be very close to the offer of $1963.

Makes me wonder if WDW is even aware of this whole debacle...it looks to me like the agent has booked the room for $2118, but is throwing their commission in, and having you pick up the difference.

Anne

I agree. I think your TA messed up, then the agent threw in thier commision & wants you to pay the rest. I really can't see how it would happen any other way. JMHO

[WDWalways]

Originally posted by dbond
This scenario sounds like a travel agent trying to cover up their own mistake to me. I'm not trying to defend CRO or anything, it just sounds a little fishy and my instincts point to the TA. CRO sent a memo informing the TA that they discovered that the quote was for 5 nights instead of 6, how did they know it was supposed to be for 6 and then they just decided to add on an extra day and charge the TA/you for it? I just don't think CRO pays that close attention to details, once something is in writing and on paper, it's a done deal. It sounds more like the TA received a confirmation notice and discovered themselves that the quote was not for the correct amount of days and then tried to cut a deal with CRO to save face. Sorry to be such a pessimist, but that would be my first instinct.

Actually, this is probably what happened. I've been a travel agent for 6 years and I sell Disney like crazy (my specialty of course ;) ) and luckily because of my knowledge as a Disney regular visitor myself I know if they quote a price that seems too good to be true but they (Disney) have quoted me the wrong rates and recapped with me and I noticed in the recap that the dates were wrong or wrong resort or resort magic instead of discovery magic etc and at that time I say something BUT (we are all human) there has been a time or 2 when I missed the recap because maybe I was typing into my computer or writing stuff down and didn't notice the mistake at that time on the phone but they always always send a faxed confirmation and you can check it within minutes of hanging up so if the dates were wrong the travel agent should have known since day one of the res -- both are at fault (Disney for not listening when the res was made and the travel agent for not noticing the error either by the verbal recap or by the written confirmation) but it should have been pointed out to you from the beginning. If you can prove that the travel agent was at fault they should eat the difference, not you. They'll have to take it out of the commission and this may be what they are doing now -- telling you that you only owe half per Disney but they are actually aware it was their fault and are taking the other half out of their profit. I would talk to them about this.

[moosebug]

Dreams is wonderful!!!!!! All in all there is something somewhere that shows Disney messed up but is onlly willing to go halfway. Dreams is eating the rest. I think that shows great customer service regardless of who is at fault. So my dilema is solved!!! DH thinks it is becaucse of this thread. Thank you Dreams!

[jennymouse]

I'd say your DH is probably right.;)

[ukcatfan]

I would not be surprised if someone at Dreams Unlimited saw this thread. They seem to do a lot of advertising with this site.

[Gillian]

ukcatfan, dreams actually IS this site! The owner of the travel agency also owns these boards (at least I think that's how it works). But it's still a place you can openly discuss (almost) anything!

I really believe this was Disney's fault, because they have so many new people and it's a difficult job. A lot of people complain about MAJOR screw ups at CRO, with no resolution, but the worst I ever hear about Dreams is that they didn't return an email within a day. I'm glad they proved they are a good company by taking care of their client, no matter who made the mistake :)

[HockeyDadof2]

Originally posted by moosebug
Dreams is wonderful!!!!!! All in all there is something somewhere that shows Disney messed up but is onlly willing to go halfway. Dreams is eating the rest. I think that shows great customer service regardless of who is at fault. So my dilema is solved!!! DH thinks it is becaucse of this thread. Thank you Dreams!


That or else the boss of the person who screwed up at DU found this thread and made it right. Either way glad your dilema is solved.

[Kay1]

You are right, Gillian. DU was started and is owned and operated by the people of this website, some of whom I've known for more than four years. They are a great crew and, IMO, no one should hesitate to use their service.

[seashoreCM]

Was the offer to charge you just $155. more f9or the sixth night for the room include the unlmited magic pass for the day after?

That is nto too bad, if you ask yourself, if $1963 or $2118 was quoted up front would you have booked it anyway?

Or of you are really upset about this late breaking mistake, could you cancel the whole package and book something else of your own choice for those dates?

If keeping costs to a minimum is a priority, you could rebook everything at the All Stars.

It is always wise to insist on prompt written confirmations for everything, the travel agent might not be able to get it instantly but should be able to get it upon request within a few days.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

[Tigger]

Unfortunately, without the printed confirmations that Disney sends out with every reservation and modification, you will not be able to tell who made the mistake. Granted, the CM on the phone may have changed the dates in mistake at the time you switched resorts, but the travel agent dropped the ball on this without picking up the error on the printed confirmation.

I am glad that it has been resolved to your satisfaction.

[queenofhearts]

Whew! :) I read this whole thread, moosebug, and also believed that Dreams Unlimited should pick up the remaining cost. I am SO relieved to hear that they are paying the difference!!! I did not use a travel agent to book this Disney vacation, but now, I will not hesitate to use Dreams Unlimited in the future. I'm glad that this worked out for you!!! Now, GO TO DISNEYWORLD, AND HAVE A GREAT 6 NIGHTS!!!!! :teeth:

[jeank74]

moosebug,

so happy for you.
have a wonderful honeymoon!!! :bounce: :bounce:

[PoohSizedDH]

WOW.. is P.O.R. really worth $2000.00 for 6 nights??

Personally if I was spending alot of a room I would book 6 nights in a monorail
resort. but that's just me.

[StrwLady]

Originally posted by PoohSizedDH
WOW.. is P.O.R. really worth $2000.00 for 6 nights??

Personally if I was spending alot of a room I would book 6 nights in a monorail
resort. but that's just me.

This is for a Discovery Magic package if I remember correctly from the earlier post. It covers hotel cost, park tickets and 2 Magical Wishes features per person per day. The features are a list of activites or dining options so its likely they could eat 2 meals daily. I'd say its great over all price


Anyway Moosebug I'm glad DU stepped up and decided to cover the other half of the mistake. I think it was the right thing for them to do. So you are back to under $1000 left on your package total wooohooo!!!!! (I'm half way to having my Boardwalk reservation paid!!!) . Have a great time and a Great Belated Honeymoon!

PS you might have them add to your reservation that you are taking your belated honeymoon. On our Feb trip we celebrated out 10th wedding anniversary. I had them note that on our reservations and for the first 2 days of our trip there was a little something special in our room. (at the contemporary) It really added magic to that trip :)

[travelgoddess]

I book disney all day long. We get yellow confirmations in the mail 7-10 after a booking is made, we make copies of them and forward them to our clients. Go to your agents office and tell her you would like a copy of your confirmation.

Please people, don't lump us all together, I am a very good agent and I have gotten incorrect confirmations from Disney, be it a name spelled incorrectly or incorrect days.

[Carrieberry]

Also so glad to hear that you got this settled. I am sure this thread was the topic of quite a few DU agents, and just to confirm, yes DU was started by the same people that started these boards, so you know they are listening! Without blaming Disney or your agent, I just want to say that it is wonderful customer service for them to do this for you, as they were under no obligation to eat the other portion, since it is only specualtion that it was their agents fault. To many businesses have forgotten the art of good customer service and satisfaction and it is nice to see that there are still some around that think about their future business and not just their present business. I have never used DU, but have always had great accurate quotes from them and quick replies to emails I've sent. If I were going to use someone for my Disney trip, I wouldn't hesitate to use them, and now after seeing what they did for you, it makes me feel even more confident that they would provide excellent service. They have earned a customer in me because of what they were willing to do for you. Congrats for being under $1000! I know how you feel, I just made our final payment for our Dec trip!