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Old 04-30-2013, 07:35 PM   #1
Flynn_Rider
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Am I too mad???

SO...

I just called WDW reservations to add my roommates name to my reservation at All Star Sports. I had a 15 minute break and needed to make this last minute change as I'm leaving tomorrow and it's already 5pm PST. I've been trying all day but their system was getting "upgrades". I figured if I was going to get him on Magical Express I better do it quick before they close for the night and I get on the plane at the pre-crack of dawn.

All that to say, I had 15 minutes.

I called and quickly got to a reservation agent who said they'd have to send me to a specialist or something because the reservation is for tomorrow and no changes within 72 hours.

No prob, they were quick, friendly and professional. They transfer me, quickly get another person who adds my rooommate to the reservation and send me to Magical Express to get his name added.

Boy, I'm going to have time to spare I'm thinking.

Magical express says the need to transfer me to their "incoming" section, but no problem right??

Ok, then I sit on hold for a bit to find out I have no reservation at All Star Sports, apparently it was cancled 15 minutes ago. I ask if they mean my room with just my name was cancelled and new reservation for me and my roommate is somewhere in the system...

Nope, cancelled, cancelled. My 15 minutes is almost up, but now I'm freaking out. How can it be gone? I don't have much time to get this fixed, I leave tomorrow!!!!

They put me on hold, talk to Sports directly, nothing to be found, and they transfer me back to reservations. Reservations gets on the line after a short wait of going through their awful voice prompted system. The rep ask why did I cancel my reservation? I explain the situaion and that I have about 2 minutes left. She understand and says she will be quick.

Then proceeds to leave me on hold for 30 minutes.

Doesn't check on me, nothing.

While waiting, I get chewed out by my boss who writes me up. Not only that but I use up all my minutes for the month and go into overages.

I'm so flipping mad!! Am I wrong to expect them to check on me or offer to call me back? Am I wrong to think they dropped the ball on fixing their mistake? At this point, I have no reservation and am afraid to hang up because I leave tomorrow and who knows if I can talk to them before I arrive in Orlando.

So mad!!!

They fix their mistake and I express my anger before I tell them I'm calling back after work to talk to a manager. (she now tells me they are open until 11pm EST, info that would have been nice to know when I told her my time constraints).

How mad should I be? I really feel like my vacation is somewhat dampered by the fact that I got written up for taking longer on my break to fix Disney's mistake.

I would rather stay at home at this point, I don't feel very magical.
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Old 04-30-2013, 07:53 PM   #2
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Can anyone temper my anger before I call back?
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Old 04-30-2013, 08:39 PM   #3
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Sorry this happened, but I would never think I could call Disney and accomplish anything like adding a person to a reservation and magical express in 15 minutes. Disney is known for making mistakes, and I always plan accordingly.

Last year, less than one week before our Disney vacation, our reservation for a 2 bedroom villa at Bay Lake Tower and 400 DVC points were lost - just vanished into the unknown. I was on the phone with Disney for the whole afternoon trying to get it back, and they could not fix the mistake. Disney IT had to get involved.

I am surprised you were able to get your problem fixed in such a short amount of time. It is Disney you are dealing with. Just be happy that you have a room and a free ride from the airport and enjoy your vacation.
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Old 04-30-2013, 09:18 PM   #4
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You shouldn't be particularly angry - having waited until virtually the last minute before you leave for vacation to make some major changes to your reservation.
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Old 04-30-2013, 09:27 PM   #5
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You waited until the night before you leave and had only 15 minutes? In my opinion, you are just as at fault as they are.
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Old 04-30-2013, 09:57 PM   #6
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I am sorry you are frustrated but I would never try to accomplish this at your place of employment unless you are self employed or not accountable to anyone else at work.
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Old 04-30-2013, 10:04 PM   #7
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Quote:
Originally Posted by cvjw View Post
Sorry this happened, but I would never think I could call Disney and accomplish anything like adding a person to a reservation and magical express in 15 minutes. Disney is known for making mistakes, and I always plan accordingly.

Last year, less than one week before our Disney vacation, our reservation for a 2 bedroom villa at Bay Lake Tower and 400 DVC points were lost - just vanished into the unknown. I was on the phone with Disney for the whole afternoon trying to get it back, and they could not fix the mistake. Disney IT had to get involved.

I am surprised you were able to get your problem fixed in such a short amount of time. It is Disney you are dealing with. Just be happy that you have a room and a free ride from the airport and enjoy your vacation.
Free! - for some reason that always fires me up! . We all know nothing is free with Disney.

Anyway back to the OP. I agree that it is poor customer service. But as cvjw says, we have come to expect that from Disney. We must plan on dealing with it. Sigh.

I sound a bit surly. Maybe because I am about a month away and I get something different every time I log into my accounts and that stupid iPad app.

My last call to customer service was less than friendly, the cm sounded annoyed.
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Old 04-30-2013, 10:07 PM   #8
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While I understand your frustration with the reservation being cancelled Disney is not the only person where fault lies, when you called the first or even the 2nd time, the first thing I would have asked is what time are you open until to take phone calls, this way I know that if my time is up, what is the latest I can call back when I wouldn't cause my work record to be altered. Had you taken some proactive steps to find out if there really was no other time to call you would at least have known that much. Second, waiting until the last minute until the day before check in to add someone to your reservation, is not Disney's fault, that lies with you. Only having 15 minute to make this happen again, is not Disney's fault nor obligation to clear every call fast enough, to meet your deadlines.

But seeing beyond your errors and lack of preparation in this, Disney should not have cancelled your reservation, adding a name is not the same as someone saying "I'm not showing up so please cancel my stay" so that part is clearly on them. But expecting them to then fix this mistake in under 2 minutes is frankly unrealistic.

So as long as you have a reservation, with your roommates name on it, with magical express reserved for them, then I would just let it go, move on, and forget about what happened. Go on your trip and be positive about the experience, because going with a sour attitude and dreading it, will just make for a rotten trip as you will be searching for the things that go wrong instead of finding the things that go great and enjoying the trip.
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Old 04-30-2013, 10:26 PM   #9
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Quote:
Originally Posted by LivingtheWDWdream View Post
So as long as you have a reservation, with your roommates name on it, with magical express reserved for them, then I would just let it go, move on, and forget about what happened. Go on your trip and be positive about the experience, because going with a sour attitude and dreading it, will just make for a rotten trip as you will be searching for the things that go wrong instead of finding the things that go great and enjoying the trip.

This!

Honestly, you should be glad you were dealing with Disney and not some other company where the rep could care less and even possibly hang up on you. When Delta canceled our flight at 4am. Two hours before we were due to take off for our spring break Disney cruise, the Delta reps actually got an attitude with us, and could care less about the fact that all of the flights for the day were sold out.

When I called DCL near hysteria, to let them know we would not make the cruise departure, the cast member I spoke to was so professional. He calmed me down and let me know that Disney would help out in any way that they could to get us on a flight to meet the ship. I honestly think he took some classes in psychology. He was that good.
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Old 05-01-2013, 12:02 AM   #10
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Be mad, if it makes you feel better, but then let it go. The minute you get to WDW head straight to the MK and hop on Splash Mt. - that ride always reminds me that there are always hassles in life (some we make for ourselves, others we can't control,) but how we react to them determines our happiness.
Re: the write up - apologize to the boss, say you were wrong and promise that it won't happen again (and then don't let it happen again.)
Go on vacation, have a great time and next time I'm sure you won't wait until the last minute to add your room mate (@ least you didn't wait until you were standing @ the DME desk to add the room mate.)
Some of what you are feeling may be the normal jitters that happen when people are getting ready to take off on vacation - nerves tend to be a little on edge and things seem more important than they'll seem once you walk into your room @ WDW and realize that the next several days are devoted to having fun.
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Old 05-01-2013, 01:13 AM   #11
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I'm sure that I would be upset, with heart racing and bright red blotches on my face from the worry. But I would be calmed down (against my will) by MY part in the debacle.

I would get home and take a few spritzes of Rescue Remedy (a flower remedy that we call the bicker-stopper in my household because it just calms you down beautifully) and try to breathe.


Quote:
Originally Posted by cvjw View Post
Sorry this happened, but I would never think I could call Disney and accomplish anything like adding a person to a reservation and magical express in 15 minutes. Disney is known for making mistakes, and I always plan accordingly.
And their site has been down all morning and early afternoon. They were supposed to be back up at 2pm, but that was sporadic. I actually don't know when they came fully back up.

So to end up doing it on today of all days is just painful.
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Old 05-01-2013, 09:30 AM   #12
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Bummer...but this is part of the reason why I hate making phone calls.
You never know what you're going to get on the other end.

If they fixed the problem...I would let it go (again...I hate making phone calls).

Honestly...30 minutes goes by pretty fast for anyone who isn't in a hurry. When they put you on hold, they probably thought it would be a quick fix, then it wasn't... and the time passed. Also, I would rather someone leave me on hold and actually spend their time trying to fix the problem, instead of spending time checking on me, which could make the process take longer.

I hope you have a great time on your trip (although you've probably already left).
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Old 05-01-2013, 11:18 AM   #13
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Probably not the best idea to wait till the night before your arrival to make changes. That's a bit risky.

I wouldn't like being on hold for 30 minutes, but maybe you called at a peak time when their incoming call volume was very high.

I'd just try to move beyond it and ENJOY your Disney trip.
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