Annual Passholder Rate! Not working again!

[mikmouse]

Once again, I called res this morning about wanting to apply the AP rates that came out today to our current Preferred site in Dec. 2010. Once again the AAA rate that we have is $20 less than the AP rate! And, if I wanted to downgrade to a full hookup instead of preferred with the AP, there were no sites available for our time frame.

Next Dec. 2011 we have a full hookup reserved, but still no AAA discount. Still hoping and trying and maybe next year we'll be lucky enough to at least get that or AP discount applied to our full hookup.

 

[clkelley]

Same here.

I just checked online for my partial hookup for December 3 - 17.

My AAA rate is better than the Passholder rate.

Looking at the "daily" rate on the website, it looks like the Passholder rate is being offered on the weeknights and it is the same as the AAA rate, but you are paying full price for the weekend nights.

According to my confirmation at AAA rate, I am getting the AAA discount for weekend nights also.

 

[BradyBz12]

Good to know! We struck out on the new room rate discounts, gonna try AAA next.

 

[stacktester]

Whenever I call to make a reservation I always ask them to check AAA, AP and FL Resident.

They always complain about checking AAA as they always claim AP will always be lower. I've found AAA to be 20% lower on a couple occasions and why does this bother the CM to check? I mean they're just going to take another call.

 

[des1954]

Whenever I call to make a reservation I always ask them to check AAA, AP and FL Resident.

They always complain about checking AAA as they always claim AP will always be lower. I've found AAA to be 20% lower on a couple occasions and why does this bother the CM to check? I mean they're just going to take another call.

I understand your point, Donnie, but let's take a look at it from the other side of the coin....

As in all call centers, the ressie CM's have time allotments per call. Not only do they have to help you with your requests, but they have to try to sell you something in addition to what you're asking for. Ever make a ressie for a campsite and NOT get asked about tickets, dining ressies, trip insurance, etc, etc, etc. If you were not asked about these add-on's and the CM's supervisor was monitoring the call, the CM just got a worksheet put in their records. This is one of many reasons I turned down the job as a supervisor in CRO. It's all about sales and making $$$ for the company, and not personalized service to the guest who is calling. I honestly think that's why you have to book 2-3 weeks just to get a weekend. Demographics have probably indicated that guests staying more than a weekend are going to want/need add-on products. The weekend guests are locals (typically) and on average don't spend as much $$$ as long-term guests. This is just an "educated guess" on my part.

CRO reps are taught to listen for emotional, key phrases said by the caller & to try and capitalize on that. Questions such as: "I see you've visited the Walt Disney World resort 5 times since January. Welcome home! I assume because you visit with us so frequently that you are annual passholders, or may I arrange park tickets to enhance your stay?" - OR - "I'm glad to help you with your reservation for a campsite at the Ft. Wilderness Resort. (the term "campsite" should be an indication that you are probably bringing cooking equipment with you - but the rep is not allowed to assume that) While I'm looking for your requested dates, may I also help you with dining reservations or arrange for seating at one of our dinner shows?"

Discount requests require them to pull up another screen and do a separate search - which takes time. An experience rep can multi-task screens and be ready at a second's notice to give you that info. Unfortunately, call centers churn people quickly, and there usually isn't much experience on the call floor. I don't know how much time CRO allows per call, but when I worked for Verizon, 3 minutes was the average you were supposed to spend per customer. Not a whole lot of time, is it? So yes, to some CRO reps, it is a hardship to look for discounts. It eats into their time & they HAVE to get to the next caller to keep up their call volume . Sad, but true.

 

[mikmouse]

Whenever I call to make a reservation I always ask them to check AAA, AP and FL Resident.

They always complain about checking AAA as they always claim AP will always be lower. I've found AAA to be 20% lower on a couple occasions and why does this bother the CM to check? I mean they're just going to take another call.

I found that same thing. Everytime they tell me the AP rate will be lower but in all my years of camping at the Fort AAA has ALWAYS been lower. But, like you, I will just keep asking.

 

[ftwildernessrick]

Just got off the phone to see if they had posted AP discounts for my upcoming trip arriving October 2. They had a discount, but it starts October 3, so I would have to have 2 separate ressies and do a check in/out on October 3rd. I had done this once before, a few years back, and even though I was told I probably would not have to move, I had to move to another loop. So I opted to pay the full price this time rather than risk it.

Has anyone been able to get their AP discount at check in, in this type situation, for their stay?

It sure was a lot easier back when you always got your AP discount when you made your ressies, since it was a set amount, except for those special, really cheap, off-season rates that they offered at times.

 

[Stinkerbell1973]

I understand your point, Donnie, but let's take a look at it from the other side of the coin....

As in all call centers, the ressie CM's have time allotments per call. Not only do they have to help you with your requests, but they have to try to sell you something in addition to what you're asking for. Ever make a ressie for a campsite and NOT get asked about tickets, dining ressies, trip insurance, etc, etc, etc. If you were not asked about these add-on's and the CM's supervisor was monitoring the call, the CM just got a worksheet put in their records. This is one of many reasons I turned down the job as a supervisor in CRO. It's all about sales and making $$$ for the company, and not personalized service to the guest who is calling. I honestly think that's why you have to book 2-3 weeks just to get a weekend. Demographics have probably indicated that guests staying more than a weekend are going to want/need add-on products. The weekend guests are locals (typically) and on average don't spend as much $$$ as long-term guests. This is just an "educated guess" on my part.

CRO reps are taught to listen for emotional, key phrases said by the caller & to try and capitalize on that. Questions such as: "I see you've visited the Walt Disney World resort 5 times since January. Welcome home! I assume because you visit with us so frequently that you are annual passholders, or may I arrange park tickets to enhance your stay?" - OR - "I'm glad to help you with your reservation for a campsite at the Ft. Wilderness Resort. (the term "campsite" should be an indication that you are probably bringing cooking equipment with you - but the rep is not allowed to assume that) While I'm looking for your requested dates, may I also help you with dining reservations or arrange for seating at one of our dinner shows?"

Discount requests require them to pull up another screen and do a separate search - which takes time. An experience rep can multi-task screens and be ready at a second's notice to give you that info. Unfortunately, call centers churn people quickly, and there usually isn't much experience on the call floor. I don't know how much time CRO allows per call, but when I worked for Verizon, 3 minutes was the average you were supposed to spend per customer. Not a whole lot of time, is it? So yes, to some CRO reps, it is a hardship to look for discounts. It eats into their time & they HAVE to get to the next caller to keep up their call volume . Sad, but true.

Very eloquently said! Having once supported a call center at HD, Deb is spot on about burn and churn and "metrics" they have to meet. There's almost a perception that there's more concern about the number of calls you can take versus the quality of service you can provide during the calls. Don't get me wrong - that's not necessarily the case at WDW, as I seem to always get a very friendly CM and have never felt rushed through my conversations with them. Oh well....