AAA agent troubles...

[jaycns]

Next time you could ask the agent to just hold the package (Disney will usually let you hold it for two weeks) and ask her to fax or mail you the confirmation so you can go over it first and make sure everything's perfect before booking. Although if you have a good agent, you shouldn't have to do that.

Also, Disney will automatically add on the insurance and the agent has to remove or tell Disney to remove it. I think what happens a lot of times is an inexperienced agent won't realize it's on there when booking. Not that it's an excuse, but I think that's what happens.


When the agent sent you the invoice to sign you have to initial "insurance accepted" or "insurance declined". I would tell the agent you are not signing any paperwork until it is corrected.

What a great idea about not signing!! I don't have anything to sign and return?? Just copies for me.

I will never make this mistake again (and I do know I messed it up by not getting it in writing first). But...it's never been a problem before. It's a real eye opener for me . And a real disappointment as well.

 

[mrsklamc]

I never saw anything in writing until she sent the reciept today nor did I sign anything (even yet). I did however give my credit card number over the phone and authorize charges to be made based on her spoken quote to me (which did not include trip insurance).

I'm not a legal expert, but if she charged you more than you authorized that sounds like fraud to me...

 

[teamagic]

You have every right to be upset and believe me I would be upset. It sounds like your TA has no regards for your requests. You requests are not difficult and even if she is not specially trained for Disney, as a TA she should be able to handle those requests. My cousin is a TA and she can tell stories about her clients and their pages of requests. Good Luck!

 

[angwill]

You are very much like me in that you like the control over your vacation this way when something gets screwed up we only have ourselves to blame.

In the past I have used both a Disney specialist travel agent (when I was a newbie) and AAA (discount on packages). I prefer doing it myself but like you used AAA for the discount. They both screwed up different things. At least with AAA we got the hotel we wanted but she forgot to sign us up for ME. Lucky I checked it myself and was able to set it up without her help but lucky I checked when I did or we would not have had the ME tags in time. With AAA when we checked in our room was exactly as I requested with the specialist agent they were the exact opposite of what I requested but in her defense she did tell them our requests.

One thing you could do is call Disney reservations yourself (why drive so far) and keep calling if you have to till you get an agent who will put the requests on for you. I wonder if AAA could conference call with you? Disney agents are not supposed to talk to you because the reservation actually belongs to the travel agent but some will especially if you explain your situation. When I booked with AAA our requests were not on the paperwork either but they were in Disney's computer. We too have a medical need but our agent told us she could not guarantee it but assured me that she stressed to Disney that it is a medical need and told us not to worry that they would honor it and they did. Maybe it is the Disney agent she is talking with since I have learned you can get many different answers depending on the CM you talk with and I don't think they like to guarantee anything.

Like others have said I did have to sign paperwork authorizing that everything was just as I asked and I did let her know what was not right before I signed. I also know that there is a 1-800 number on the AAA website for reservations. Maybe you could call in there and speak with a manager and explain your situation and request someone experienced work on your reservation. I would think they would have to eat the cost of the insurance if you did not sign any paperwork stating that you were ok with it though.

Just breath and try to relax till you can get it fixed tomorrow. You know you will feel a million times better then.

Good luck and keep us updated.

Angela

 

[cseca]

Can't we get a AAA rate by going through disney directly anyways?
I thought I've asked them (disney) previously and they've been able to quote me the rates... hmm...
I know this doesn't help the OP right now but maybe for next ressie...

 

[poohfriend]

you can get the AAA rate through Disney or any other travel agent...but not on a package with the dining plan.

But OFTEN Disney offers a general public discount code that can save you a similar amount to the AAA package.

OP, I agree with asking to speak with the agent's manager. As a home based TA, I'm horrified that she'd add on something without your consent. Perhaps her system automatically adds it -- and it was a matter of taking it off.


Having booked a lot of Disney, the system allows for non-smoking request and a notes section that would allow the notation of birthday and asthma-- non smoking necessary. And even if it didn't it IS the agent's responsibility to make sure you are taken care of.

The customer is not satisfied, so the travel agent did not do her job! The concierge rooms are expensive....the commission should have been nice enough without the addition of travel insurance.

OP...again, contact the manager and see about the travel insurance. Our AAA is large and records phone conversations...perhaps yours does?

If the quote she gave was different than what she charged or invoiced, she misquoted. The agency should eat the travel insurance!!! NOT YOU!!

The other stuff is minor and easily fixed with a call to Disney by the TA.

AAA rates are very alluring...but finidng an agent who will go the extra mile is what getting a travel agent is alll about....there are so many ways to do it ourselves....a travel agent should add value to your vacation.

I'm not here to solicit business, in fact I heartily endorse Dreams..the board sponsor. Find a Disney specialist and talk with them long enough to see that they know there stuff before giving any money.

Hope you can transfer your reservation and find that magical agent you need.

 

[HM]

I think you need to talk to her supervisor at this point. Surely he/she will try to make it all work out and keep a client?!

 

[Chicago526]

I'm a TA and I see a lot of problems with how the OP's TA handled this. She clearly droped the ball. AAA should refund the insurance portion of the package (Disney most likely will not refund it). For future referance, Disney's deposit is $200 per package for reservations that don't include airfare, so if you are ever quoted a deposit amount higher than that (if you didn't book air via Disney, that is), something is wrong and you should check it out. If the AAA agent booked it online via Disney's travel agent booking website, what may happened is that she didn't click on the box that says the client (you) was declining the insurance. They automaticly add it in towards the end and if you don't look carefully you can miss it. Not that that is an excuse, but it could be what happened.

Every hotel I've ever heard of will guarantee a NS room for medical reasons, so why she didn't question Disney further when told they won't guarantee it is beyond me. I'll give her the bennifit of the doubt, maybe she got a brand new CM that didn't know up from down, but I still would have asked for a supervisor if told "no" to a medical request. No excuse for the other room requests either (view, building, etc) nor the aniversary notation. I would definatly complain to the agency manager, and higher up the "food chain" if nessesary.

Since it's such a long drive, can you do a three way call between the AAA agent and Disney? That would be the best solution, you and the agent get to talk to Disney together without a 50 minute one-way drive to the office.

I hope this doesn't turn you off to TA's in general, there really are a lot of good ones out there! Sorry you got a lemon.

 

[undertheradar]

With all of the requests being made for 2 different trips it can be error on all parts. Disney prioritizes requests so your non-smoking would be first, then location, etc. Not every comment is printed on the paperwork. Give the TA a call and request that the items missing be added. Non-smoking is the most important and that is what you want Disney to concentrate on. As for the TA, if you are unhappy, don't use the person again. The TA stayed on top of your unavailable room until she was able to book it and yet that isn't respectful of your booking? I would believe that the TA has more to deal with than just your bookings. To the OP, you staed that your TA is saving you hundreds of dollars on each booking and then are complaining about service. I agree with others who suggest contactind Disney directly to get your priority requests noted on your reservations. Good luck on your planned trips.

 

[lila]

This is ridiculous. Stop dealing with this TA. I would ask to talk to a supervisor, and advise them that you will stop payment on the transaction of it isn't resolved immediately. Then I would stop payment on the CC.

I also agree that contacting Disney directly to confirm your requests is always the way to go. Adding a third party between you and the ultimate vendor is just like playing a giant game of telephone. Use them to get the discount you need and then take over the reservation and get what you need.

 

[mimif1]

Ugg. I feel for you! Our first AAA travel agent was terrible. I had to constantly tell her to fix mistakes. She would tell me that what I asked her to do was not possible and I had to prove that, not only was it possible, but I had done it before.

This last trip, I asked for a recommendation for a AAA on the Dis and got a great agent! She was fabulous and really knew her stuff. She would e-mail all the info to me and then send a hard copy for me to approve before she ever charged my card for anything. What a difference! I don't know if you can transfer a reservation or not, but I wouldn't waste anymore of my time with that agent. I'd ask for a supervisor and go from there. Good luck

 

[jaycns]

With all of the requests being made for 2 different trips it can be error on all parts. Disney prioritizes requests so your non-smoking would be first, then location, etc. Not every comment is printed on the paperwork. Give the TA a call and request that the items missing be added. Non-smoking is the most important and that is what you want Disney to concentrate on. As for the TA, if you are unhappy, don't use the person again. The TA stayed on top of your unavailable room until she was able to book it and yet that isn't respectful of your booking? I would believe that the TA has more to deal with than just your bookings. To the OP, you staed that your TA is saving you hundreds of dollars on each booking and then are complaining about service. I agree with others who suggest contactind Disney directly to get your priority requests noted on your reservations. Good luck on your planned trips.

I do not feel that noting a medical necessity and then requesting a specific view is too much for any company to deal with when I am willing to shell out thousands of dollars for the service. I expect for the price tag that comes attached to this vacation that neither Disney nor my TA drops the ball on the request issue. HOWEVER, I do understand that mistakes happen, computer glitches, oversights. I was not angry before calling my TA back and hearing that it was now all of a sudden a hassle to add the stuff and I should come in if I had to make those requests and she would let me talk to Disney....UMMM...WAIT ONE COTTON PICKIN' MINUTE...I should have been told that BEFORE my money was down and I was obligated to complete a transaction...not after. Also, it is very relevant to note this TA told me NO PROBLEM on both requests for each visit. Also relevant to add that no matter how much money a company is saving me, I am never up for paying them an extra dollar for their mistakes...let alone an extra few hundred for one! It was the travel agent's (and this is giving her the benefit of the doubt) oversight that trip insurance was added to my trips.

Also, I am not saying she wasn't willing to do a minimum amount required to have me as a customer. I am saying she told me she did do the things I asked then didn't follow through. And upon hearing from me basically told me to relax and come in a few months from now to get it straightened out closer to travel time.

As far as her keeping checking for me? I would not have booked at any other resort. We wanted to stay at the CR on those dates. If she couldn't get me a ressie for those dates I would have gotten it myself through Disney. I wanted the AAA discount to which I am entitled as member. She did in fact (not that I mentioned it earlier because it was not relevant) try and talk me into booking other resorts which had openings. I found that annoying but nothing horrible. I wanted to stay at the CR. If she wanted my business she needed to book me at the CR. If there were no more rooms available at the AAA rate I was willing to pay more and book my own room directly with Disney to ensure we had the vacation of our choice. I gave her the chance to earn my business....get me this booking and I will go through you. If it is unavailable, I am not in need of anything further. That is NOT being pushy on my part. And it really is not her going out of her way either. If she wanted my business...she had to provide the service I was looking for.
If making that sale was not what she wanted to do she could have told me she was not able to book it and that would have been that.

Yes I am complaining about the service...she did NOTHING to save me the money. Me joining AAA immediately entitled me to the discount. It was a standard discount for being an AAA member. She didn't have to look it up. She didn't have to search for it. She just had to pick up an incoming phone call and book the room for me...and she did a poor job of doing it. She said she would take care of requests and that they were no problem but then after they don't show up on my ressie I call and ask that my ressie be fixed and she says "sorry, you will need to come in to get that all added" . You are giving her the benefit of the doubt that those requests are in the system (AS I DID UNTIL SPEAKING WITH HER) but she told me flat out that to get them added I would have to speak to Disney as she had already called about them three times and because basically she was not going to call again. Another interesting point to note is that she should have called me when she was unable to add a request to my ressie to at least let me know. And one would assume since she had my trip on hold before I put a deposit down that she knew by then she was unable to do so, yet she acted as if they were already a done deal.

The requests I have are standard requests. Nothing major. Nothing confusing. Not all that much. I expect more. Yes, I do. I am very disappointed in this travel agent. Very let down that she has not returned a phone call today at all. Very sad she doesn't feel the need to do any work to ensure I have the reservations I want. The agency is getting over $1000 from my two trips combined if they get what I have heard is standard and get a 10% commission payment from Disney. For that type of money, I do expect that simple request are relayed and that somebody gives a darn if a mistake made in my bookings and that a mistake would get immediate attention.

So in short, yes AAA saved me hundreds of dollars... but it was nothing spectacular about this agent did. She simply booked me as she would any member under the normal member rate that I called and requested. I don't feel as if I should feel indebted to her for doing the minimum possible for her job and messing up my ressie (added insurance I didn't want and now has trouble adding requests).


**UPDATE FOR EVERYONE...I called the travel agency manager and got a voice mail that she is out until Friday on vacation...my travel agent did not return my call today. Who would be the next step up the ladder so to speak? Would you wait for the manager to return or go above in their absence? I did also try and change my ressie with Disney directly but was told that the owner of the ressie would have to be the one to call in any changes. Thanks!!**

 

[Lives4Disney]

OP, sorry this happened to you.

I recently booked my first AAA Disneyland package and I am so not happy with it or the service. I have been to WDW MANY many times and used AAA room only or AP rates, never a package. This is my first experience with a package and also giving up my control. Lesson learned here. I will do it myself next time as usual.

My AAA agent acted very knowledgeable about DL, but I feel I was misled by her on several things - either misled or it's a case of the blind leading the blind, but none the less she steared me wrong and I don't feel like I am saving any money either. With their dumb package I am paying $300 MORE than if I would have booked AAA room only and bought my tickets separately.

Good luck.

Lives4Disney

 

[ncbyrne]

The ONLY, and I mean O-N-L-Y reason I use AAA travel is because it's the only discount available for the dining package. Our local agency advertises that they are DISNEY specialists! Well, I can only say that the majority of DISers knows more about planning a WDW trip than these agents do. I will never deal with them on the phone (learned the hard way). I go to the office and sit with the agent. I spell out the entire trip and then he writes up the contract with me right there. It takes a while to accomplish, but I do get every detail I want in writing.
As long as you have not signed the contract that was mailed to you, I would take it to them and point out the discrepancies and have them fixed with you right there.

 

[undertheradar]

I do not feel that noting a medical necessity and then requesting a specific view is too much for any company to deal with when I am willing to shell out thousands of dollars for the service. I expect for the price tag that comes attached to this vacation that neither Disney nor my TA drops the ball on the request issue. HOWEVER, I do understand that mistakes happen, computer glitches, oversights. I was not angry before calling my TA back and hearing that it was now all of a sudden a hassle to add the stuff and I should come in if I had to make those requests and she would let me talk to Disney....UMMM...WAIT ONE COTTON PICKIN' MINUTE...I should have been told that BEFORE my money was down and I was obligated to complete a transaction...not after. Also, it is very relevant to note this TA told me NO PROBLEM on both requests for each visit. Also relevant to add that no matter how much money a company is saving me, I am never up for paying them an extra dollar for their mistakes...let alone an extra few hundred for one! It was the travel agent's (and this is giving her the benefit of the doubt) oversight that trip insurance was added to my trips.

Also, I am not saying she wasn't willing to do a minimum amount required to have me as a customer. I am saying she told me she did do the things I asked then didn't follow through. And upon hearing from me basically told me to relax and come in a few months from now to get it straightened out closer to travel time.

As far as her keeping checking for me? I would not have booked at any other resort. We wanted to stay at the CR on those dates. If she couldn't get me a ressie for those dates I would have gotten it myself through Disney. I wanted the AAA discount to which I am entitled as member. She did in fact (not that I mentioned it earlier because it was not relevant) try and talk me into booking other resorts which had openings. I found that annoying but nothing horrible. I wanted to stay at the CR. If she wanted my business she needed to book me at the CR. If there were no more rooms available at the AAA rate I was willing to pay more and book my own room directly with Disney to ensure we had the vacation of our choice. I gave her the chance to earn my business....get me this booking and I will go through you. If it is unavailable, I am not in need of anything further. That is NOT being pushy on my part. And it really is not her going out of her way either. If she wanted my business...she had to provide the service I was looking for.
If making that sale was not what she wanted to do she could have told me she was not able to book it and that would have been that.

Yes I am complaining about the service...she did NOTHING to save me the money. Me joining AAA immediately entitled me to the discount. It was a standard discount for being an AAA member. She didn't have to look it up. She didn't have to search for it. She just had to pick up an incoming phone call and book the room for me...and she did a poor job of doing it. She said she would take care of requests and that they were no problem but then after they don't show up on my ressie I call and ask that my ressie be fixed and she says "sorry, you will need to come in to get that all added" . You are giving her the benefit of the doubt that those requests are in the system (AS I DID UNTIL SPEAKING WITH HER) but she told me flat out that to get them added I would have to speak to Disney as she had already called about them three times and because basically she was not going to call again. Another interesting point to note is that she should have called me when she was unable to add a request to my ressie to at least let me know. And one would assume since she had my trip on hold before I put a deposit down that she knew by then she was unable to do so, yet she acted as if they were already a done deal.

The requests I have are standard requests. Nothing major. Nothing confusing. Not all that much. I expect more. Yes, I do. I am very disappointed in this travel agent. Very let down that she has not returned a phone call today at all. Very sad she doesn't feel the need to do any work to ensure I have the reservations I want. The agency is getting over $1000 from my two trips combined if they get what I have heard is standard and get a 10% commission payment from Disney. For that type of money, I do expect that simple request are relayed and that somebody gives a darn if a mistake made in my bookings and that a mistake would get immediate attention.

So in short, yes AAA saved me hundreds of dollars... but it was nothing spectacular about this agent did. She simply booked me as she would any member under the normal member rate that I called and requested. I don't feel as if I should feel indebted to her for doing the minimum possible for her job and messing up my ressie (added insurance I didn't want and now has trouble adding requests).


**UPDATE FOR EVERYONE...I called the travel agency manager and got a voice mail that she is out until Friday on vacation...my travel agent did not return my call today. Who would be the next step up the ladder so to speak? Would you wait for the manager to return or go above in their absence? I did also try and change my ressie with Disney directly but was told that the owner of the ressie would have to be the one to call in any changes. Thanks!!**

Entitled is too strong here. It is a discount that is offered when available. I have AAA, it does not entitle me to anything more than is available.

If the manager is on vacation, someone must be "in Charge." Get ahold of the location/branch/office manager and get them involved. Disney has reduced the number of requests listed by guests and does indeed prioritize them. Even for medical needs the non-smoking is a request. As an example, if a guest extended a stay and your room was unavailable, by law, Disney cannot evict the guest to get you your request. That is an extreme example, but can and does happen. The amount that you pay for your room has no bearing on what Disney is required to do. Based upon such statement,what, are guests of concierge entitled to roam the parks more freely/reserve dining priority over guests who can only afford All-Stars? Perhaps your TA was caught up in the DCL mess today and did not get a chance to deal with your requests. A TA that spent a week getting you an accommodation that was unavailable has done a lot for you. Unless your trip is tom'w., there is time to get the other requests added. Perhaps you could call Disney and get the other requests added to ease your frustrations. Good luck on your plans.

 

[BostonTink85]

The requests I have are standard requests. Nothing major. Nothing confusing. Not all that much. I expect more. Yes, I do. I am very disappointed in this travel agent. Very let down that she has not returned a phone call today at all. Very sad she doesn't feel the need to do any work to ensure I have the reservations I want. The agency is getting over $1000 from my two trips combined if they get what I have heard is standard and get a 10% commission payment from Disney. For that type of money, I do expect that simple request are relayed and that somebody gives a darn if a mistake made in my bookings and that a mistake would get immediate attention.

**UPDATE FOR EVERYONE...I called the travel agency manager and got a voice mail that she is out until Friday on vacation...my travel agent did not return my call today. Who would be the next step up the ladder so to speak? Would you wait for the manager to return or go above in their absence? I did also try and change my ressie with Disney directly but was told that the owner of the ressie would have to be the one to call in any changes. Thanks!!**

Sorry you have to go through this. My first thing is that I would call AAA and as someone mentioned ask to speak to whoever is in charge. Also, try calling Disney again, you're going to get a different person and possibly a different answer in adding requests (*Keep your fingers crossed, maybe they'll let you add things*). Finally you mentioned at some point that she told you one price and then the papers said something different because of insurance....this doesn't sound right and you definately have a basis of complaining on that point alone. Hopefully things work out...keep us updated ....i'll send some pixie dust your way

 

[la79al]

I can beat all of this. I went in today to get a PRICE QUOTE to change my 7 night package to a 5 night ( I feel obligated to visit local family). And my agent told me that if I cancel it now, "there would be a $100 cancellation fee, (even though we're like 5 months out) and it is right there in the terms". I don't recall being told this before so I ask her 3 times if it applies even if we are more than 45 days out. And she says yes 3 times. So I come home and read the terms and yes, there is a $100 cancellation fee, for 45-6 days before departure! In addition, she tried to talk me out of driving by telling me that Southwest fares aren't even out for June yet and then tried to talk me out of autotrain by telling me the station is 45 minutes away from Disney. Yet she didn't offer to pay for our airfare or spend 18 hours in a car with my 5 year old...... Needless to say, if you get a good agent (they are out there) or you are able to 'take control of things' yourself, AAA can be great. If you are one of the unsuspecting though......

 

[p2oh]

Just an FYI, I went with a AA TA that was highly recommended on these boards and everything was great, until I tried to park hop on my first night. She didn't put them in the package even though they were on every piece of paper work I had and I knew I had paid for them. Disney couldn't do anything, the TA was closed and the emergency 800 number on the itinerary was useless as well. This happened on a Friday night, so I couldn't get anyone until Monday morning. It screwed up three days worth of ADR's. Finally on Monday I got a hold of someone in the office and they showed where I had in fact paid for hoppers. She suggested I just pay the difference and then come in to the office for a refund. I told her that was unacceptable, I live eight states away from the office. I then told her to call me back on my cell phone when she straightened it out with Disney. I was livid. She called me back about an hour later and told me it was fixed and I needed to go to the front desk and get new tickets. I guess my point is even the most highly recommended Disney Specialists can make mistakes. I wish you could get the AAA package by calling CRO, it would be so much easier!

 

[Kayleebug]

If you would like to add the changes yourself, I would call Disney back until you get someone who will do it for you. I did it just a couple of weeks ago, and it was absolutely no problem.

 

[jaycns]

I will just accept that you are reading something into my post that was not there and pass over your comments.

I hope that anyone else reading this thread understands that I did not mean that I was expecting anything other then at least ACCEPTABLE service for our vacation dollars...and it may be of no consequence to anyone but my dh and myself...but we will not spend large amounts of money with any company and have them not provide at least adequate service.

Second, I would point out that a travel agent adding something on that added to the cost of your package that you specifically told them you did not need is always a problem no matter how much they save you otherwise. I could have saved that much more. It is a seperate componant. One I did not wish to use or pay for. Also, having someone tell you your requests are noted and then having them come up with excuses why they are not there after you inquire as to why they are missing...no acceptable.

Third, to be clear, the first time my AAA agent told me that the room type I wanted was not available at the CR for the dates I wanted I told her I would just go ahead and book myself. She offered to keep looking. It was her idea. Not mine. I had no problem just booking myself without the code.

I would also point out once again that asking for a guarentee because of a medical need in no way, shape or form has anything to do with how much money is being spent or wanting something "special". It has to do with having a NEED for an accomodation vs. just having a want. If I could spend the money and get what I wanted then my son would NEVER again have trouble breathing no matter what sort of room he stayed in.

Lastly, I am done explaining myself. I came looking for suggestions and advice about how to proceed. I came wanting an outlet for my frustration. I never asked for anyone's opinions as to my being reasonable or not. I have complete faith in myself on this point and know I am being reasonable. If you think I am unreasonable...that's fine. To each his own. Please just keep going. Nothing to see here. I am not looking to debate anyone.

Entitled is too strong here. It is a discount that is offered when available. I have AAA, it does not entitle me to anything more than is available.

If the manager is on vacation, someone must be "in Charge." Get ahold of the location/branch/office manager and get them involved. Disney has reduced the number of requests listed by guests and does indeed prioritize them. Even for medical needs the non-smoking is a request. As an example, if a guest extended a stay and your room was unavailable, by law, Disney cannot evict the guest to get you your request. That is an extreme example, but can and does happen. The amount that you pay for your room has no bearing on what Disney is required to do. Based upon such statement,what, are guests of concierge entitled to roam the parks more freely/reserve dining priority over guests who can only afford All-Stars? Perhaps your TA was caught up in the DCL mess today and did not get a chance to deal with your requests. A TA that spent a week getting you an accommodation that was unavailable has done a lot for you. Unless your trip is tom'w., there is time to get the other requests added. Perhaps you could call Disney and get the other requests added to ease your frustrations. Good luck on your plans.