Anyone ever get a refund from Disney?

[DIS~n~JAN]

Somehow I must have not been clear. Most companies are flexible when it comes to a component not being used due to a death in the family. I suggested(and still do) that the OP write to Disney and see if there is anything that can be done. Yes, they received a room refund and they did use the airfare, but Disney could do something on the meal plan and tickets. It is bad enough that the OP had to leave when her vacation was just starting, I hardly believe that everyone considers that something like this can happen to them and prepares for it. The OP already stated that she could understand an administrative fee, but all of the money paid for tickets and meals seems extreme. Perhaps by sending the letter she can appeal to the human side of the business. Since the OP didn't have the luxury of using the prepaid meals or tickets, Disney is penalizing her for her misfortune. The interesting thing here is that if it were your money, what would you do? I would contact Disney with a letter and express my unhappiness-after all, isn't this the Happiest Celebration on Earth? To the OP, spend the money and send the letter.

Thanks familyoffive, I think I'll try your idea. Although I wouldn't have a clue who & where to address this too. I'll maybe send a few.

 

[wilderness01]

I agree that your dining should be refunded. This was a death, you just didn't change your mind and decide to leave. I would also write to the executive office and see if you can get an non-expiration on your tickets added and your dining package refunded. Maybe you can use your park tickets for another time. I agree, that the tickets were used, although not how you wanted, so they should not have to refund the airfare. As far as the rest, they morally should.

I am so sorry for your loss.

 

[BroadwayGirl]

While I am sympathetic for the OP's family tragedy, I am a bit astounded by all the people who seem to feel that Disney owes her something. Every time I have booked a reservation with Disney, the CM has stated the applicable cancellation and change policies for my reservation. I think the policies are also provided in writing with the travel documents. By putting my money down on the reservation I am agreeing to these policies.

It is unfortunate that the OP had to interrupt her vacation so early, however, that is not Disney's fault. They did not cause the tragedy that resulted in her return home. Due to the possibility of unforseen circumstances such as this, Disney encourages all guests to protect their vacation investment by pricing their packages with insurance included unless the guest chooses not to accept the insurance protection.

I am a little unclear from the posts of the OP but it appears that she did purchase the vacation insurance through a carrier other than the one offered through Disney. If she did, then she should be pursuing reimbursement for the unused portions of her vacation through the insurance carrier. IF they have denied the claim, I believe that they are obligated to tell her why and she has the right to appeal their decision. If she has not filed a claim with the insurance company, then she should do so IMMEDIATELY.

Again, I am absolutely sympathetic for the OP's loss, however, I just don't understand why so many people feel it is Disney's responsibility to go against the policies that she agreed to when she booked her reservation. Disney has already be generous in providing a partial refund even though all reimbursement should come from the OP's insurance company. La Nouba has provided vouchers valid for 1 year to replace the nonrefundable tickets that the OP purchased. I think this is more than fair and any complaints at this point should be directed to the OP's insurer as it seems they are denying what appears to be a valid claim based on the information provided.

 

[drakethib]

While I am sympathetic for the OP's family tragedy, I am a bit astounded by all the people who seem to feel that Disney owes her something. Every time I have booked a reservation with Disney, the CM has stated the applicable cancellation and change policies for my reservation. I think the policies are also provided in writing with the travel documents. By putting my money down on the reservation I am agreeing to these policies.

It is unfortunate that the OP had to interrupt her vacation so early, however, that is not Disney's fault. They did not cause the tragedy that resulted in her return home. Due to the possibility of unforseen circumstances such as this, Disney encourages all guests to protect their vacation investment by pricing their packages with insurance included unless the guest chooses not to accept the insurance protection.

I am a little unclear from the posts of the OP but it appears that she did purchase the vacation insurance through a carrier other than the one offered through Disney. If she did, then she should be pursuing reimbursement for the unused portions of her vacation through the insurance carrier. IF they have denied the claim, I believe that they are obligated to tell her why and she has the right to appeal their decision. If she has not filed a claim with the insurance company, then she should do so IMMEDIATELY.

Again, I am absolutely sympathetic for the OP's loss, however, I just don't understand why so many people feel it is Disney's responsibility to go against the policies that she agreed to when she booked her reservation. Disney has already be generous in providing a partial refund even though all reimbursement should come from the OP's insurance company. La Nouba has provided vouchers valid for 1 year to replace the nonrefundable tickets that the OP purchased. I think this is more than fair and any complaints at this point should be directed to the OP's insurer as it seems they are denying what appears to be a valid claim based on the information provided.

I don't think they owe her anything either, however, there is a time where rules can and should be bent and in the case of a death of an immediate family member, I think an exception can be made.

With that being said, I don't think they owe her anything for the plane tickets but surely they could offer a credit (not a refund) for the unused portion of the park tickets and the dining plan so that her family could use the credit for their next visit.

Just my 2 cents.

 

[Buckalew11]

So sorry for your loss. During our trip in January, I received a call that my grandmother died. I know what getting that call is like (& many others do here also--there was just a thread about it the other day) and my heart goes out to you.
If I had receieved a call that my dad had died, I know how distraught I would be and thinking through the tckets and what to do probably wouldn't have happened for me either. Sorry a CM didn't suggest it. Sorry Disney isn't choosing to do it either. They aren't obligated but it would be a nice gesture for sure. At least it would give your family the chance to come back.

Good luck. Maybe you'll contact the right person and they'll feel esp. generous to your family that day!

 

[DebbieB]

I would attach a copy of the death certificate. When my mom died last year and I had to cancel our Disney trip (2 months in advance), people seemed more willing to work with me when I offered a copy of the death certificate. DVC allowed me to bank points even though I was past the banking deadline. Air Tran refunded her non-refundable ticket. I agree a future credit for the tickets & the dining would be fair, you would probably have more luck with that than a refund. Sorry for your loss.

 

[MrsKreamer]

When it comes to a death in the family Disney can be VERY understanding. If you can contact the right person, they will usually move heaven and earth to help you.

When I was recently at Disney working, a very large family was down on thier Grand Gathering. They had a great time for the first few days and had a group picture(at least 25 people) taken in front of the castle. Next morning Grandma doesn't wake up. Our dept(Disney Photopass) was notified b/c that picture in front of the castle was the last day grandma was alive, and they wanted it for the funeral. Our dept got the picture blown up and shipped it overnight for free so the family could all remember grandma happy on her last day.

 

[Microcell]

Okay I got Hotwire to give me a full refund after I explained that I felt they misrepresented themselves. They are very hard to get a refund from.

My boss told me something that I use any time I need to get resolution to anything. You can do this by phone or letter:

1 Be polite but firm
2. If the person you are talking to cannot offer resolution, explain that you understand that they may not be authorized to bring you a satisfactory resolution, thank them for thier time and be sure to get their name...
3. Ask for their supervisor and repeat...
4. Over and over again and keep your calm.
5. Take notes of everything.

I would point out that at the very least you were in a panic to get home, and that it has been pointed out to you since that it was a possibility that you could have upgraded before you left, but you were not in a good frame of mind to do so.

When all else fails, I have been known to tell the company that I will be contacting the attorney general of my state to see if I can get resolution. Of course you are from Canada so that might not work.

 

[BroadwayGirl]

I don't think they owe her anything either, however, there is a time where rules can and should be bent and in the case of a death of an immediate family member, I think an exception can be made.

With that being said, I don't think they owe her anything for the plane tickets but surely they could offer a credit (not a refund) for the unused portion of the park tickets and the dining plan so that her family could use the credit for their next visit.

Just my 2 cents.

Sorry, I still don't agree. Its kind of like going to a car dealership and purchasing a new car, getting insurance for it and then having a huge tree fall on it after you get home, park it in your driveway and go into your house. Would you expect the car dealer to give you credit to purchase a new car? Or would you expect your insurance company to reimburse you for your loss? I think most people would file a claim with their insurance carrier instead of picking up the phone or writing to the car dealership to ask for a new car since they only got to use it for one day.

Now before anyone jumps on me for comparing the loss of a family member to the loss of a car, I am just using an example to illustrate a point. The OP made an investment (purchased her vacation package), was aware of the policies governing said investment and chose to protect her investment by purchasing an insurance policy to cover unexpected situations that could result in a financial loss.

Disney has to walk a fine line between creating magic and running a business. In including vacation insurance as a package component (unless the guest opts out of it) they are providing the means for guests to minimize their risks should an unexpected situation arise to interrupt their trip. Obviously, the OP recognized the risks involved in making her vacation investment because she chose to purchase insurance to protect that investment. It is now up to the insurance company to make good on their policy and if the OP wants reimbursement she should pursue it with the proper party which would be the insurance company.

To the OP - did your insurance company actually deny your claim for reimbursement? If so, what was the reasoning that they gave? Normally they will quote the policy provisions involved in their decision. I think you mentioned in an earlier post that they don't feel the tickets/dining are eligible for reimbursement and I wonder whether they don't understand that this was a vacation package rather than separate purchases. If that is the case, Disney may be able to help by providing documentation to the insurance company clarifying the details of your package and hopefully leading to reimbursement from the proper party.

I wish you the best of luck in resolving this with your insurer.

 

[nuke]

I am a little unclear from the posts of the OP but it appears that she did purchase the vacation insurance through a carrier other than the one offered through Disney. If she did, then she should be pursuing reimbursement for the unused portions of her vacation through the insurance carrier. IF they have denied the claim, I believe that they are obligated to tell her why and she has the right to appeal their decision. If she has not filed a claim with the insurance company, then she should do so IMMEDIATELY.

Again, I am absolutely sympathetic for the OP's loss, however, I just don't understand why so many people feel it is Disney's responsibility to go against the policies that she agreed to when she booked her reservation. Disney has already be generous in providing a partial refund even though all reimbursement should come from the OP's insurance company. La Nouba has provided vouchers valid for 1 year to replace the nonrefundable tickets that the OP purchased. I think this is more than fair and any complaints at this point should be directed to the OP's insurer as it seems they are denying what appears to be a valid claim based on the information provided.

I am confused as well. Did you file a claim with the insurance company? I've never heard of a bonifide insurance company denying a claim when an immediate family member dies especially if you have documentation.

Disney does not have an obligation to refund her but I have heard of companies with a nonrefundable clause considering refunds in certain circumstances. Most companies are pretty sympathetic to deaths in the family.