Called to order our tickets and WOW was I treated rudely!! Need advice!

[escriven75]

I called on Saturday to order 6 '3 park to park unlimited' 14 day tickets. These are the same tickets we've purchased the last 3 times and each time I've had to call to order over the phone because there wasn't an option for this ticket on their website. I am fine with this so I called to get them ordered, we are arriving on June 10th and I want them charged and paid off in advance so we don't have to worry about one more thing when we arrive. Especially since this is not the first trip for my kids and I but it is the first time at Universal for my sister and parents. Anyway, I got Debbie on the phone (she answered and put me on hold for about 10 minutes, but that's fine) and told her what I'd like to order. She said 'oh you can just get those at the hotel when you arrive'. I said 'no thanks, I'd prefer to take care of it now and in the past the only way to order this ticket was over the phone (they'd even given me a specific number to call last year). She then cut me off and said 'well you can order them online. I (politely still) said I don't see that ticket option on the site can I please just order them now. She then said with huff in a snippy tone (and I almost fell out of my chair) "well I'm too busy to bother with this now, give me your number and I'll try to call you back and help you find the place online to order!" REALLY? Too busy selling tickets to sell me 6 tickets?!?!? I was astounded. Let me note NEVER has anyone from Disney spoken so rudely to me esp as I'm about to spend about $1,500 on park tickets. So I (as politely as I could at this point) said "no thank you, what is your name? I'll try back later when someone DOES have time to sell me tickets". I tell you what if this was just my kids and I, I might be so upset about this as to cancel and switch our trip to Disney that's how upset I was. We've been to Universal lots of times. I've talked it up to my family enough to get them to join us even though they aren't theme parkers necessarily. And Debbie was on speaker-phone for all of us to hear.
So, my first question is "does anyone have a link to purchase this ticket online"? I have looked and looked and don't see it and like I said they have always had me call to order it.
Second, I really do not like how I was treated by Debbie, considering I was polite from the start and am attempting to spend a good deal of money to buy tickets and don't deserve to be treated like that. Is there anyway to formally make a complaint about her specifically.
And third, should I let this bother me so much that cancel our trip? I really don't want to but wow does that leave REALLY sour taste in my mouth as well as the rest of the family that all heard how rudely I was spoken to.

 

[canadiankim]

What a crappy way to start your purchases with Universal! I'm sorry you had to go through all that.

I have just purchased my 2 day park to park tickets with a third day free from Undercover Tourist. They cost me $195 & change, which includes taxes, and postage. These are real tickets, not something you have to exchange at the doors. I should mention that the cost I paid was via the Mousesavers.com website link but I think that only saves you a dollar or so a ticket.

Please don't let the actions of one individual spoil what will be a wonderful trip I am sure. I would be tempted to write in and complain if you feel that strongly about it and then draw a line under her behaviour and enjoy.

 

[macraven]

when i read your post, i thought, well, this is a first for a rude TM to be like that.
then figured it was likely a third party company the call went to.
i would't cancel over one oops.

why let it ruin a fun trip you are looking for?


and, if you go to disney as many times as i have, you'll end up finding less than great service with them if trying to work with them over the phone.
with all the rudeness i have received from the motherland peeps working there when making a reservation or buying tickets, it never stopped me from going there.

we all will find unacceptable employees at any theme park no matter what during our lives.

i learned years ago not to take this type of incident personally and just go on the specified trip and have a great time.

 

[bumbershoot]

And third, should I let this bother me so much that cancel our trip?

Of course not. She is not the owner of universal. She's just a call center employee.

Call back, get your purchase done, then ask to talk with a lead or supervisor about the previous call. Give them the info and assume that she will be spoken to.

Alas I'm on my cell and can't research as well as on my computer. But if you haven't looked, are these tickets available in undercovertourist? If so it might save a little.

 

[elaine amj]

Undercover tourist is selling the 3 park unlimited for $226.13 per adult (incl all taxes). They will mail you physical tickets.

 

[damo]

What number did you call? It sounds like you spoke to the Universal travel agency and not the actual Universal ticket agent. I can't see a ticket agent being that rude but I can see a travel agent who wouldn't be making any commission perhaps having an attitude. I didn't think they sold them anymore through the ticket store and you could only get them if you got a package that included accommodations. This changed about a year ago.

I would just order them through Undercover Tourist.

I would also call back the first number you called and ask to talk to a manager and lodge a complaint. I would never let one person's attitude change my vacation plans. You are just punishing yourself.

 

[Disneyliscious]

Second, I really do not like how I was treated by Debbie, considering I was polite from the start and am attempting to spend a good deal of money to buy tickets and don't deserve to be treated like that. Is there anyway to formally make a complaint about her specifically.

Being thats unusual behavior for a rep at US, did you ask Debbie what was wrong? Maybe she just got an emergency call on her cell from her kids school. Maybe she just learned her mother had cancer. Maybe she was sick and felt like she was about to vomit. Things happen and you are over reacting. She offered to call you back. What she said was crass but you don't know what was going on from her end and your eagerness to file a complaint could cost a woman her job. Is it -that- important to you that people must use the exact tone you want them to or it risks messing with their lives?

And third, should I let this bother me so much that cancel our trip?

Only if you want to give Debbie the power to be Debbie Downer.

 

[BrinkofSunshine]

You would actually let an interaction with one single employee prevent you from going to a fun place to vacation? I totally understand that it's not fun to have to interact with a rude employee, but it shouldn't be enough to ruin your entire vacation. Why give one person, a stranger, that much power?

You can call Guest Services if you wish to make a complaint.

 

[CyndiLooWho]

I bought the 3 day park-to-park 14 day unlimited tickets from UT back in Feb. If you have time to wait (and I know you're close on time right now), you can order them there. I paid $200 each, but that was a couple of weeks before the price increase. I think they are more like $226 now.

 

[Allison]

Being thats unusual behavior for a rep at US, did you ask Debbie what was wrong? Maybe she just got an emergency call on her cell from her kids school. Maybe she just learned her mother had cancer. Maybe she was sick and felt like she was about to vomit. Things happen and you are over reacting. She offered to call you back. What she said was crass but you don't know what was going on from her end and your eagerness to file a complaint could cost a woman her job. Is it -that- important to you that people must use the exact tone you want them to or it risks messing with their lives?



Only if you want to give Debbie the power to be Debbie Downer.

The caller shouldn't have to worry about why they are treated rudely by an employee. It shouldn't happen and I would have no issue with complaining about someone treating me rudely. I wouldn't cancel the trip but I would contact guest services or the comparable department.

 

[escriven75]

Undercover tourist is selling the 3 park unlimited for $226.13 per adult (incl all taxes). They will mail you physical tickets.

Yes, this is the ticket I'm looking for and that sounds like the same price I was quoted a while back if I call the Universal ticket number (407 something something). Side note, these were $196 last year at this time. Quite a price hike!! :\

 

[macraven]

prices increased this year.

be nice to have a crysal ball to know in advance for price increases......

 

[escriven75]

What number did you call? It sounds like you spoke to the Universal travel agency and not the actual Universal ticket agent. I can't see a ticket agent being that rude but I can see a travel agent who wouldn't be making any commission perhaps having an attitude. I didn't think they sold them anymore through the ticket store and you could only get them if you got a package that included accommodations. This changed about a year ago.

I would just order them through Undercover Tourist.

I would also call back the first number you called and ask to talk to a manager and lodge a complaint. I would never let one person's attitude change my vacation plans. You are just punishing yourself.

I called 407-503-1209. It was the number they gave me when I made our Royal Pacific ressies directly with the hotel. And yes, I was just blow away how rude and dismissive she was. "Didn't have time for me"....I wanted to say isn't me needing tickets the entire reason you have that job???
If undercovertourist has the same price then perhaps I'll just do that. Do we have time to get them before we leave on June 10th though?

 

[macraven]

i pulled that number up and see it listed as a private individual (T. Cook) and also for the hotel.
that doesn't make sense at all.

i found the number in the international drive partners guide sheet on line where it lists hotel number for pbr.



for a laugh, lets call and ask for debbie.......hahahahahhaha

just kidding.
don't do it, i'm just joking about it.

 

[escriven75]

In case anyone wants some closure I called a different number (I think the main ticket order number) got a very friendly lady and got the tickets purchased. Yes, they are a bit cheaper from Undercovertourist but considering we leave in just under 2 wks I decided to just go directly with Universal. We can just print them out in the hotel when we're checking in and printing Express Passes. Thanks all for your comments!!

 

[escriven75]

Being thats unusual behavior for a rep at US, did you ask Debbie what was wrong? Maybe she just got an emergency call on her cell from her kids school. Maybe she just learned her mother had cancer. Maybe she was sick and felt like she was about to vomit. Things happen and you are over reacting. She offered to call you back. What she said was crass but you don't know what was going on from her end and your eagerness to file a complaint could cost a woman her job. Is it -that- important to you that people must use the exact tone you want them to or it risks messing with their lives?



Only if you want to give Debbie the power to be Debbie Downer.

Yes, I did ask and she said 'I'm busy helping other people and don't have time to bother with this (the this was showing me where to order my tickets online, because she was having trouble showing me and the reason is that you CAN'T buy that ticket online. Which I just confirmed again when ordering them from a pleasant person. It's a matter of customer service and when I'm spending vacation dollars I have no tolerance for rudeness that isn't provoked. If I'm rude, by all means, I've opened the door to be rude back. I tried several times to tell her I had to order them on the phone and asked can't I just place my order with you or did I reach the wrong dept? She said "you can just wait and buy them when you get here then" after trying to show me online where to buy them and not being able to find it. She told me "it's Memorial Day weekend and I don't have time to bother with this" and the offer to call back was clearly to get me off the phone I assume. So, no it does not appear that Debbie was having some sort of life crisis that I could certainly give her the benefit of the doubt. She was busy and didn't want to bother assisting me.

 

[escriven75]

i pulled that number up and see it listed as a private individual (T. Cook) and also for the hotel.
that doesn't make sense at all.

i found the number in the international drive partners guide sheet on line where it lists hotel number for pbr.



for a laugh, lets call and ask for debbie.......hahahahahhaha

just kidding.
don't do it, i'm just joking about it.

Yes, I wouldn't trouble with that. I did call it again tho to see who in the world I reached the first time and it was something for PBR. So strange. Debbie can take her unprofessional attitude elsewhere. Rhonda helped me and was friendly. Tickets purchased. Ready to get there! Illinois weather isn't exactly wonderful or consistent so I'm actually looking forward to the hot and humid 90s!!!

 

[*LittleMermaid*]

It sounds like this person was directly at the resort and not in a call center. Her behavior is still uncalled for.

 

[macraven]

Yes, I wouldn't trouble with that. I did call it again tho to see who in the world I reached the first time and it was something for PBR. So strange. Debbie can take her unprofessional attitude elsewhere. Rhonda helped me and was friendly. Tickets purchased. Ready to get there! Illinois weather isn't exactly wonderful or consistent so I'm actually looking forward to the hot and humid 90s!!!

ilinois weather????


me too.
north of chi town.

i'm still waiting for spring to come.

 

[escriven75]

We are in the northwest burbs too! It is nice and hot one day and I pack all of our sweaters away and then the next day the high is 40!! Aaahhhhhh!