9/4 Refund Received

[WILDCATMICKEY]

I sent a letter to the President of DCL on Septembe 20, and still have not heard any response. I didn't even get the famed form letter.

 

[missyoh8]

I gotta tell you when I spent 3 hours drafting the perfect letter I knew in my heart it would probably never be read in full! I still was holding out some childish fantasy that I would not get a form letter in return...............reading this thread has dashed all my hopes. I cc'd the letter to everyone I could think of including the big mouse himself, ceo, president of the cruise line to name a few! We'll see if by chance just one assistant bothers to write a real felt response.....


missyoh8

 

[Rachelizabeth]

I received my full refund yesterday, 10/23/04 (6-7 weeks after scheduled cruise).

DCL also refunded my travel insurance of $257.00.

I reveived a letter from Access America (travel insurance company) 10/23/04 also saying that since DCL had refunded my travel insurance that they would not pay my out of pocket expenses of $469.49. I guess it is cheaper for DCL to refund the travel insurance than to pay claims through their insurance company.

Difference between out of pocket expenses and travel insurance = $212.49. Learning experience = priceless.

End of story, signing out.

Rachelizabeth

 

[BibbidyBobbidyBoo]

I'm confused.
Are you saying when a person buys insurance that they can just refund the insurance premium paid instead of actually fullfilling th terms of the insurance you paid for?

Well that doesn't sound right at all!

I mean think about it..
house insurance -something happens and they just return your premium instead of paying for damages to your home?

Vehicle insurance- have an accident and they just return your premium paid instead of paying the claim on the vehicle?

None of that sounds legal does it? Well then how does it work with travel insurance? It's different and they can just refund the premium instead of paying on the insurance???

 

[gottaluvdisney]

They cancelled the cruise and offered a full refund of monies paid. In this case it included the monies paid for the insurance premium.

 

[missyoh8]

Wow..................

I just wanted to let anyone who will listen ......I got a personalized letter!!!!!!!!!!! Every point I made was addressed in the same order I wrote them in. I thought this was a childish fantasy to think someone would actually read my letter. Well I was wrong and now I am rethinking that Mickey IS real. I must say I was pleased with my response and for whatever reason feel like someone listened! It was signed by the director of communications for DCL. I actually addressed the letter to Tom McAlpin and sent it to his office marked PERSONAL. I learned that trick on Oprah a few years back.........guess it works sometimes!

Anyhow, I feel a little validated and was pleased with my reply.

missyoh8

 

[paulmc80]

I'm very, very glad for you! I think its great someone took the time to reply to whatever points you may have had. I'm glad to see you did receive that.


Glad to know there is a trick to getting a reply from DCL.

 

[WILDCATMICKEY]

Exactly a month after I sent my letter to the President of DCL, I received a letter from Joel Hayes "Executive Guest Correspondent". I have to say it was not a standard form letter. I just hope DCL learns from our experiances and enhances the guest services.

 

[paulmc80]

Yes. It is great that you took the time to let them know how you felt either good, bad ro both. And, it is nice of them to acknowledge receipt of that.

Executive Guest Correspondent .... Now, that is a new to me. I find that rather interesting.

 

[pogopossum]

i got an answer to my letter today, same guy, joel hayes, i guess that tom mcalpin is going to keep this guy busy answering for him. but it is definitely not a form letter, there was actual acknowledgement of things that i addressed in my letter. they even threw in park passes to make up for the l-o-s pases that we didn't get at the resort. regret at our plight was expressed more than once, but as you said paul, nothing was mentioned about extending the voucher or increasing its value to match offers from other cruise lines.

i did feel condescended to a little bit when he mentioned that dvc offers protection through travelguard ins, and that he trusted that we purchased and can file a claim for reimbursement of out of pocket expenses incurred. i guess we should just be forced to buy insurance because he says so.

he did a little bit of rationalizing for the transpo probs, and said that my feedback would would be passed along to the appropriate managers for the future, but i don't understand his offer of "special reservations assistance" for our next cruise booking. i thought that we needed to go through dvc ms for bookings but he gave us a special phone number to call.

as i said it definitely is a letter from someone who read my letter, and making an effort to assuage our misgivings about dcl due to our experience of this ill-fated cruise.

i guess that i will now reiterate some of our problems and send them in to joel as well as someone higher up than tom mcalpin and see what that might shake up.

 

[paulmc80]

I think that's great! I'm really glad to hear you all hae received replies that indicate some real person actually read your letters. I like that! At least that much is all I expect.

Further, I think you guys are real Disney fans to take your time and effort writing them about this. I mean, it does take time for you all to write and it sure isn't fun bringing up less than great memories. Your efforts can only help make it all better for all of us that enjoy Disney.

DCL is truly fortunate to have such great customers.

 

[DisneyElf]

After 2 emails from DCL guest relations I finally got a email back.

They didn't give me an accounting of the credits they issued but did cave in a little bit on the voucher issue.

I pointed out nicely in my email -- how many vacation days I get in a year - and how I already allotted them all to Disney Vacations for 2005 !

I'm on the 8/05 Repo cruise and spending time DL/DCA before , and a family trip in Oct '05. They are giving me a credit for 25% of the booking rate of a reg. 7 day cruise toward the Aug cruise !

 

[paulmc80]

I'm glad they found flexibility to accomodate you for that 25% off on the August cruise. That is good news.

i've been going back and forth with them for a couple of weeks now. My wife is on active duty with the U.S.A. army and we can't vacation until after October 1, 2005. They definitely will not extend the 25% off past October 1, 2005.

At least I got them to answer.