Best way to file a complaint

[snackyx]

DVC member since 1991, have NEVER filed a complaint. Long story short:

Bought a few one days passes for some people coming down to visit us at OKW and needed to change the date the passes were good for. Was given instructions how to do this online. Went to the "change tickets" link in My Disney Experience and when I clicked the "change ticket" link I got an error message--the website was not working.....soooo I called the phone number listed and waited and waited and waited, was transferred twice, and the third person I spoke with--2 hours and 35 minutes later!-- was able to change the dates on the tickets. All she then needed was my credit card to charge me $38.36 for the date change on four tickets. After investing all this time, I had no leverage with which to argue--I paid the fee. Today, 24 hours later, I checked the "change ticket" link and...it now works! and....I can change the date of the ticket at NO COST! Progress!

I know COVID had changed the staffing levels, but 2 hours and 35 minutes just seems unreasonable for something that literally took 5 minutes to change. Then, to add insult to injury, it costs $38.36 just to make the change? I though only the airlines used to pull this stuff.

OK Disney fans, guide me: I would just feel better sending them an e-mail or letter explaining this situation. Where is the best place to direct it?

Thanks in advance for any tips/info.

 

[LSchrow]

wdw.guest.communications@disneyworld.com
it may take a bit longer with the current situation, but they are usually very good with responding - good luck!!

 

[tjkraz]

Ticket prices are now date-based. Some days are more expensive than others. I'm not exactly sure what you're seeing online. But it's possible that whatever change you made last night over the phone moved to you a higher priced day, while the online change you're playing with today does not increase the rate.

 

[snackyx]

Ticket prices are now date-based. Some days are more expensive than others. I'm not exactly sure what you're seeing online. But it's possible that whatever change you made last night over the phone moved to you a higher priced day, while the online change you're playing with today does not increase the rate.

I could make the EXACT same change today online with the functioning website for $0--there was no price change.

 

[tjkraz]

I could make the EXACT same change today online with the functioning website for $0--there was no price change.

With the same tickets or different tickets? It wouldn't charge you any more today if you paid last night.

 

[Sandisw]

Go to the Disney website, and see what new tickets for the dates you want come out to,

If the price now is the same as what you paid originally, plus the $38, then you were charged correctly.

 

[WilsonFlyer]

In other words, they do not charge for MAKING the change. I think you are misinterpreting what you were charged for. Something's different about the tickets.

 

[we"reofftoneverland]

It might be that the date you changed to costs more. Wdw now charges different prices depending on the date.

 

[cruisin5]

You already paid for the picking a more expensive date.

Of course, there's no credit/refund if you switch to a less expensive date!