Are Your Post Disney Cruise Charges Correct? (A Warning)

[PrincessTrisha]

We had something similar happen to us.

We were on the Jan 30 Fantasy and when we got home we noticed reservation charges that we did not make. Disney acted as if we were trying to scam them into getting something for free when I called to resolve the issue. They never accepted any blame and to top it off they took an additional week to refund me the deposit.

On top of that, my credit card is Canadian funds so I lost money in the exchange (the amount in CAN$ charged to my Visa was greater than the amount refunded), and I had to fight with Visa to get that back.

I did notice that the reservation charged to my credit card, while for a 2017 date, was in the same cabin we were in the week we cruised. From that info I suspect the issue is one of human error at the onboard future booking desk.

It's crazy that if you want to buy anything on board you have to sign for it but if you want to book a $8000 cruise you don't have to sign anything.

Should that happen again, you're better to dispute the charge and let the credit card company go to DCL. That way, it won't cost you anything in exchange fees and you won't have to fight with VISA.

 

[tee11]

In my comment card I complained about the way the future cruise bookings were set up; it was always closed when I tried to book. Then when they did open up, the lines were so long, that it took one hour of your evening. Why can they not have someone sit there the entire day? It was really needed to avoid the chaos.

 

[tee11]

One way to avoid this, is to use a $250 preloaded Disney gift card to make your deposit for your future cruise.
That way, really only one booking can go on it.

 

[puffkin]

In my comment card I complained about the way the future cruise bookings were set up; it was always closed when I tried to book. Then when they did open up, the lines were so long, that it took one hour of your evening. Why can they not have someone sit there the entire day? It was really needed to avoid the chaos.

On our cruise last week, you could scan your key card and get placed in a virtual queue and then they paged your Wave phone when your time was close to come back. It actually worked out pretty well since every time we walked by there were at least 8 people waiting on the screen. It did take me a few minutes of waiting to find it though, it wasn't real obvious at first. They should have been directing people there as soon as they walked in.

 

[jetskigrl]

I'm so sorry you are having to fight that out with them. I can totally relate though. I'm dealing with this right now but with a different company. Due to website issues, I had to call to place an order. First charge went through for the correct amount but about 20 minutes later, there was a second charge for a different amount (about $20 more than my order). I went round and round in email with the customer service people with them assuring me that it was a pre-authorization and would drop off when my order shipped. Guess what - it wasn't. Both charges posted to my CC. After going back and forth with me sending print screens of my CC billing and my order (and the customer service telling me I placed a second order, which I didn't), I finally had a supervisor leave a message on my home phone saying they will be crediting the second charge back to my CC.

I have no doubt that the person that took my order over the phone accidentally used my card on someone else's order that they took after mine. But of course they won't admit that since it would be a huge security violation. I have asked them to confirm that my CC is not attached to someone else's account but they keep saying that is wasn't used on anyone else's order.

They have offered me a credit on a future order and said they will be issuing a credit for the "duplicate billing" (as they call it), but I haven't seen it yet (was supposed to be sent to their finance dept last Friday). But I know it wasn't a duplicate billing since it was a completely different amount.

 

[Kaleea]

I'm so sorry you are having to fight that out with them. I can totally relate though. I'm dealing with this right now but with a different company. Due to website issues, I had to call to place an order. First charge went through for the correct amount but about 20 minutes later, there was a second charge for a different amount (about $20 more than my order). I went round and round in email with the customer service people with them assuring me that it was a pre-authorization and would drop off when my order shipped. Guess what - it wasn't. Both charges posted to my CC. After going back and forth with me sending print screens of my CC billing and my order (and the customer service telling me I placed a second order, which I didn't), I finally had a supervisor leave a message on my home phone saying they will be crediting the second charge back to my CC.

I have no doubt that the person that took my order over the phone accidentally used my card on someone else's order that they took after mine. But of course they won't admit that since it would be a huge security violation. I have asked them to confirm that my CC is not attached to someone else's account but they keep saying that is wasn't used on anyone else's order.

They have offered me a credit on a future order and said they will be issuing a credit for the "duplicate billing" (as they call it), but I haven't seen it yet (was supposed to be sent to their finance dept last Friday). But I know it wasn't a duplicate billing since it was a completely different amount.

As much of a pain as it would be, I would considered getting a new card with new numbers after this. It seems like they are incompetent enough that it just may be attached to another account.

 

[Ofinn]

One way to avoid this, is to use a $250 preloaded Disney gift card to make your deposit for your future cruise.
That way, really only one booking can go on it.

Not if you have a credit card on file with your room. That's not going to stop them from charging someone else's deposit to your room.

 

[RedSox68]

As much of a pain as it would be, I would considered getting a new card with new numbers after this. It seems like they are incompetent enough that it just may be attached to another account.

Agree. This is why we only use an empty credit card for booking a future cruise so that errors are easily identified; and for the onboard account we stock up onboard credits with our Visa reward card and whatever OBC we get from the travel agent and just pay cash for the rest of it.

 

[jetskigrl]

As much of a pain as it would be, I would considered getting a new card with new numbers after this. It seems like they are incompetent enough that it just may be attached to another account.

Yes - I agree. After all the back and forth emails from their customer service reps which completely ignored the issue or tried to say that I placed a second order, I don't have a lot of faith in that company anymore.

I have been watching the card closely but I will probably ask for a new number once the credit is posted (I don't want to change the number before they credit my account and have anything cause a problem with the credit being issued, LOL).

 

[tee11]

Not if you have a credit card on file with your room. That's not going to stop them from charging someone else's deposit to your room.

Hm - but I thought the future cruise deposit cannot be charged to a room - it doesn't go on your onboard spending account - you have to present method of payment, no?

 

[Flossbolna]

Hm - but I thought the future cruise deposit cannot be charged to a room - it doesn't go on your onboard spending account - you have to present method of payment, no?

Yes, but I have allways been asked if it should be charged to the credit card that is connected to by room account. So, while it is different from a normal room charge, if you use the same card, you do not have to provide any more information on the method of payment.

 

[Ofinn]

Hm - but I thought the future cruise deposit cannot be charged to a room - it doesn't go on your onboard spending account - you have to present method of payment, no?

It goes to the credit card on file not your onboard account. If you leave a credit card on file they will ask you if you want it charged to that card. It will NOT show up on your onboard spending account. Not sure why this is so hard to understand? If you don't want it charged to credit card on file then bring a form of payment with you when you book.

 

[Dug720]

It goes to the credit card on file not your onboard account. If you leave a credit card on file they will ask you if you want it charged to that card. It will NOT show up on your onboard spending account. Not sure why this is so hard to understand? If you don't want it charged to credit card on file then bring a form of payment with you when you book.

The confusion is coming in when they use the term "on file". That gives the implication it will show up on your account.

It would just be better to state "You must present your form of payment when making your future cruise reservation - you may NOT charge this to your onboard account" or something since it is charged separately anyway.

 

[Mousesmom]

We are having an issue with another cruise line about overcharging us for something we bought on board. We bought 2 T-shirts which should have been $20 total, but they charged us $40. Once we got home and figured it out, we went back to the cruise line only to learn that they outsource their shops so now we are dealing with the outsource company........ The charges didn't show up on the CC statement until 4 days after the cruise ended, so checking the CC on board wouldn't have helped.

I have all sympathy for the OP. Good luck getting it resolved.