A fallen veteran's widow: getting a refund for a cancelled trip

[tlmadden73]

Asking for a friend of my wife.

My wife has a friend who recently lost her husband (you probably heard about it - Marine helicopter crash in Mississippi months ago).
He had bought a Disney vacation at the on-base travel agent and had the physical tickets with him at the time of the crash. Obviously they were lost.

She seems to be struggling cancelling the trip and getting a full refund from either the travel agent or Disney itself. The travel agent says she needs to get the refund direct from Disney and one side or the other saying they need to see physical tickets in order to issue a refund.

Any thoughts/advice I can give her? Seems like this would be the travel agent issue, as you can cancel trips direct from Disney with no issues (as long as you do it weeks in advance).

It just seems like the on-base travel agent (who knows the situation), which should have record of the sale doesn't seem to be giving her any help, and Disney (if they knew the situation) would probably offer a refund in a heartbeat.
I am sure she will get it resolved, but it feels like it shouldn't be this hard for her.

I don't know any more details (but probably could get some), but I thought I would come to the boards for advice.

 

[WEDWDW]

I would send an email DIRECTLY to george.kalogridis@disney.com.

This is a circumstance that I am sure the executive office would want to see handled posthaste.

 

[tlmadden73]

Thank you. And thanks to whoever redirected this to the proper forum (wasn't sure where it should go).

 

[SaintsManiac]

Please come back and let us know when this is taken care of. My condolences to your wife's friend.

 

[AngiTN]

I'd be getting her Ombudsmen in contact with the base travel agency and let them sort it all out and cancel it all. They can fix it and not involve her at all.

 

[hlhlaw07]

Asking for a friend of my wife.

My wife has a friend who recently lost her husband (you probably heard about it - Marine helicopter crash in Mississippi months ago).
He had bought a Disney vacation at the on-base travel agent and had the physical tickets with him at the time of the crash. Obviously they were lost.

She seems to be struggling cancelling the trip and getting a full refund from either the travel agent or Disney itself. The travel agent says she needs to get the refund direct from Disney and one side or the other saying they need to see physical tickets in order to issue a refund.

Any thoughts/advice I can give her? Seems like this would be the travel agent issue, as you can cancel trips direct from Disney with no issues (as long as you do it weeks in advance).

It just seems like the on-base travel agent (who knows the situation), which should have record of the sale doesn't seem to be giving her any help, and Disney (if they knew the situation) would probably offer a refund in a heartbeat.
I am sure she will get it resolved, but it feels like it shouldn't be this hard for her.

I don't know any more details (but probably could get some), but I thought I would come to the boards for advice.

I had a similar problem getting a refund for my tickets after Irma cancelled my trip. Disney refunded everything for me but I had purchased the military tickets through the ITR on post. Disney told me I had to go through them to get the refund and the agency told me that they couldn’t refund me for the tickets because they had been linked to my account already. I told them that because of the hurricane, Disney was willing to refund they just couldn’t because I didn’t purchase through them. I made them call Disney and once they did that Disney told them to give me the refund. So, I would tell her to have the ITR call Disney and Disney is likely to tell them to issue the refund for the destroyed tickets. The ITR has the ticket numbers that they sell each individual so it shouldn’t be too hard for them to process it once they get the go ahead from Disney.

 

[tlmadden73]

Thank you. She is reaching out to her friend with all this advice.

 

[married2mm]

In such a sad tragic situation-this is just added stress and totally unnecessary.

How awful.

Condolences and hope it's all resolved soon.

 

[LilyWDW]

If the trip was booked through the travel agent, they will have to get the refund from Disney as they are the ones who "own" the reservation. There isn't really much that Disney can do for them at this point.