Charged incorrectly for upgrade to APs?

[iradi8]

My family of four bought tickets from Undercover Tourist. After visiting the parks for a couple of days, we decided to upgrade to Annual Passes. It cost a lot more than I thought it should have.

I was given credit for much less than I actually paid for the tickets. The CM told me that she could only give me credit for what UT paid for the tickets, not what I paid for the tickets, so I lost a lot of money.

Also, the dates on the passes are different. They expire a couple of weeks too early and on different dates even though all four of us used our tickets the same day.

I thought that when upgrading to APs I would get credit for the gate price or for at least what I actually paid for the tickets. Is this not true anymore?

Also, I thought the expiration date would be one year from the date of first use of the tickets? The expiration date on the APs I have is one year from the date the tickets were printed, which was way before I even purchased them.

I am going to call about this, but not sure who to even call. Any suggestions? Has this happened to anyone else here?

 

[mesaboy2]

My family of four bought tickets from Undercover Tourist. After visiting the parks for a couple of days, we decided to upgrade to Annual Passes. It cost a lot more than I thought it should have.

I was given credit for much less than I actually paid for the tickets. The CM told me that she could only give me credit for what UT paid for the tickets, not what I paid for the tickets, so I lost a lot of money.

Also, the dates on the passes are different. They expire a couple of weeks too early and on different dates even though all four of us used our tickets the same day.

I thought that when upgrading to APs I would get credit for the gate price or for at least what I actually paid for the tickets. Is this not true anymore?

Also, I thought the expiration date would be one year from the date of first use of the tickets? The expiration date on the APs I have is one year from the date the tickets were printed, which was way before I even purchased them.

I am going to call about this, but not sure who to even call. Any suggestions? Has this happened to anyone else here?

Happens too often. Back in a moment with contact info. Are you still at Disney? If so, best to go by any Guest Relations office and resolve in person.

Email address: wdw.guest.communications@disneyworld.com

Working on a phone number....I'd start with (407) 939-6244, but other posters may have a better one.

 

[HM]

Yep, should have been upgraded from gate price. Date for expiry should have been 365 days firm your first use.

 

[iradi8]

Thanks to both of you. It was so late on the night before we left when I upgraded. I questioned the CM regarding the prices, but she was very insistent that I should never buy tickets from anyone but Disney because I would lose money if I upgraded.

I didn't notice the dates on the APs until today. We got home last night.

Thanks again.

 

[mesaboy2]

Thanks to both of you. It was so late on the night before we left when I upgraded. I questioned the CM regarding the prices, but she was very insistent that I should never buy tickets from anyone but Disney because I would lose money if I upgraded.

I didn't notice the dates on the APs until today. We got home last night.

Thanks again.

The CM was in the wrong. A consistent takeaway from threads like this in recent months is that polite persistence pays off.

Because you had already used the tickets, your tickets should have been "bridged" to full value.

 

[mfd25wife]

OP, I had CM's tell me the same last year and this year. I was polite, but told them I would take care of it later. On both occasions, CM's at MK handled them correctly, (AP+tax)-(gate price+tax)=amt due.

Added:hmmm. I just went to look at the dates because I started doubting myself that I had looked. We actually got a day or two, extra. Ours are dated the day we upgraded, not the day we first used our hoppers that we upgraded. I wouldn't have noticed but i know we got there on 11/18 and went to DHS that day or the 19th. Then again, I also just found the hopper pass, too. Apparently, she accidentally gave me the hopper back with my credit card and AP.

 

[stitch34]

I just got overcharged last week at guest relations in MK when upgrading.
I KNEW my math... and nope, their price was too high.

had APs renewing for my 3 kids... had a 6-day base ticket for each child from our June trip's package.
THey said for the 3 kids' 6-days combined.... was $688 they were worth.
huh? Cost me $1001 more to upgrade.... my math said $840 should have been.

Argued nicely... nope... got nowhere. Was at the counter for a good 25 minutes with this.

Finished... and left, went on my cell and plugged in on Disney's site the cost with tax of 3 6-day base tickets - and was $849 they are worth... NOT $688... a $161 difference... and IF CM had given me the $849 they were worth, yep, would have been $840 have cost me to upgrade to APs - just like was when did the math at home.

Went back... spent about another 25 minutes dealing with this. A different CM... nope... still argued with me... then called the first CM over again... I got nowhere. They said HOW am I sayign they are worth $849? I said I just looked online. Oh, no, you need to look at the OFFICIAL Disney website, we have no clue what site YOU are looking at. Um, I'm not dumb. So showed them my phone with it... um, SEE, it's Disney's site and these tickets are worth $849.

So then... oh, but from when you purchased them they are only worth $688. Yes... but you are to bridge them to current gate price. nope. had NO clue what I was talking about. They looked at me like I had 5 heads.

First CM gave me crap from the get-go because some days were used on these tickets. Oh, she said, people do this all the time, but never with a 6-day, people only upgrade usually a one-day ticket and you are NOT supposed to use any of the ticket first. I said yes, I CAN use the ticket and doesn't matter if it were a one, or a ten-day ticket... I CAN upgrade it to an AP.

Sorry... I know I was in the right... lost out on $161.... was pretty steaming about it, but there was NOTHING I could do. I tried and tried nicely and they had no clue it seemed.

 

[KellyNY]

Sorry to hear it, contact them, hopefully it will be resolved.

 

[Cheshire Figment]

The number for ticketing Guest Services which may be released to the public is 407-566-4985. Their hours are 8:30 to 4:30 Monday Through Friday (except holidays). One of the things they do is research tickets.

 

[VLee]

I can relate to the previous poster's experience at MK Guest Relations. We were there November 26 and I too upgraded a 6-day ticket that was purchased from Undercover about two years ago. I had just used it that day for the first time to enter. I was overcharged about $100 and when I noticed it, I returned to the same castmember to ask him if he had bridged at the current gate price. He tried to tell me that it was Disney's policy to only bridge discounted tickets if they had been purchased in the same year.

I asked to speak to a manager, but the CM went to the back to speak with him and returned saying the same thing. I was politely persistent and insisted that I should have been given the current gate price. After what seemed like forever, he returned again and said that they would grant a one-time exception and give me the current gate price.

We have had no problems in the past doing this and I am anxious again because I have other unused discounted tickets that I will probably need to upgrade in the future.

 

[cigar95]

The number for ticketing Guest Services which may be released to the public is 407-566-4985.

Mike, is this number someplace to which we can refer a cast member who may not be fully trained on upgrading procedures?

It seems that these reports of difficulties with upgrading are becoming more frequent, and we may need to be well-prepared for the possibility that we may need outside assistance.

Thanks for any input here.

 

[aubriee]

I wonder if it's just not the CMs there at the MK guest services. Twice I've had problem there with them giving me the current gate price of an old one day ticket (right after I used it to get into the park, then went to GS to upgrade it to an AP). It happened three years ago, then again last year. Both times I just left the park and went to the DTD guest services. Both times the CMs there made the comment that some CMs just don't know how to bridge old park tickets. I go to WDW several times a year and still have some of those one day tickets that I was required to buy for certain pkgs. I'll be using one, then trading it in for a new AP when I go down there in May. However due to two bad experiences with MK guest services, I plan on going to one of the other parks that first day to do it. The CMs at MK GS just don't seem to know what they are doing. I've never had a problem bridging them at AK or Epcot GS (never tried at DS).

 

[Robo]

On both occasions, CM's at MK handled them correctly...

I wonder if it's just not the CMs there at the MK guest services. Twice I've had problem there with them giving me the current gate price of an old one day ticket (right after I used it to get into the park, then went to GS to upgrade it to an AP).

So, you can see that it is not consistently the same at a given location on different days and different times.

It is the luck-of-the-draw as to whether you will get an inexperienced and/or uncaring CM at any location.

If you do encounter CM difficultly and a reluctance to follow the proper procedure, you should politely decline the transaction, ask for your original tickets back and go to another ticket location (or come back later) and deal with other CM's.

There are many reports here (dozens per year) of guests who where first given wrong info, but ultimately got the proper transaction and amount by being persistent.

There are many of us here who carefully keep track of these situations.
We have accurate and up-to-datre knowledge of the proper procedures.
And, DIS member Cheshire Figment is currently an active CM at WDW who works
in gate ticketing, and is a long-time (and on-going) expert at proper and current WDW ticket procedures.

To be forearmed, you must know the correct amount that you should be paying for the upgrade before you approach the ticket location, or you could lose a substantial amount of money.

 

[DisneyRunnerChick]

DFi and I each had two unused tickets from previous trips that we wanted to use in order to upgrade to APs. At Epcot, we were told there was no way to do that and that we could only use one; we just walked away, and the next day at AK, the CM told us since the tickets were unused, he could give us credit for both. We had a similar discrepancy the year before in which the price quoted to us at DHS for upgrading our tickets was over $100 higher per AP than what we paid when we upgraded later that week at DTD. We've come go the conclusion that if we don't agree with what one CM says, just go to a different park!

 

[Robo]

We've come go the conclusion that if we don't agree with what one CM says, just go to a different park!

Or, the same park at a different day or time.

It has to do with which CM's happen to be on duty when you're there.

It simply can vary all the time and throughout the year as schedules (and CM experience levels) change.

 

[KellyNY]

Or, the same park at a different day or time.

It has to do with which CM's happen to be on duty when you're there.

It simply can vary all the time and throughout the year as schedules (and CM experience levels) change.

Don't DTD CMs usually do it right? I do not remember bad reports about DTD location.

 

[mesaboy2]

Don't DTD CMs usually do it right? I do not remember bad reports about DTD location.

No personal memory of bad reports from a particular location does not mean the CMs there are flawless either. I imagine CMs rotate from location to location anyway.

I agree with Robo--this is completely CM-dependent and how well each is trained.

 

[Robo]

Don't DTD CMs usually do it right? I do not remember bad reports about DTD location.

To single out one location as "better" or "worse" is to ignore the continual rotation of CM's at WDW.

They get transferred to other locations, new CM's (with varied experience levels, in ANY) can join the ranks at any time, any location.

The real point is that the GUEST, armed with the actual numbers and current correct procedures is the only way of knowing if the proper handling of the transaction is being done at any time, any location.

Posting any questions in that regard on this board, will net, within a day (maybe even an hour or less,) a set of knowledgeable responses from multiple posters.
If any info here is posted incorrectly, it will be quickly corrected by other posters.
That constant and quick "peer review" is the reassurance that the info here will be correct.

If a guest gets bad info from a CM, there is no way that they would know any differently, if they don't check here.

 

[KellyNY]

To single out one location as "better" or "worse" is to ignore the continual rotation of CM's at WDW.

They get transferred to other locations, new CM's (with varied experience levels, in ANY) can join the ranks at any time, any location.

The real point is that the GUEST, armed with the actual numbers and current correct procedures is the only way of knowing if the proper handling of the transaction is being done at any time, any location.

Posting any questions in that regard on this board, will net, within a day (maybe even an hour or less,) a set of knowledgeable responses from multiple posters.
If any info here is posted incorrectly, it will be quickly corrected by other posters.
That constant and quick "peer review" is the reassurance that the info here will be correct.

If a guest gets bad info from a CM, there is no way that they would know any differently, if they don't check here.

I am not arguing being armed or rotation of CMs, it just seems for some reason that majority problems comes from MK location and no problems(as much as I remember) come from DTD location. Not that this warrants anything but maybe problem is with management at those locations. I am not sure if managers rotate as well.

 

[mesaboy2]

I am not arguing being armed or rotation of CMs, it just seems for some reason that majority problems comes from MK location and no problems(as much as I remember) come from DTD location. Not that this warrants anything but maybe problem is with management at those locations. I am not sure if managers rotate as well.

I expect they do. You are drawing a generalized conclusion from personal memory and anecdotal evidence.

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