Company Policy vs Customer Satisfaction (long rant)

[NHdisneylover]

Except that WALT DISNEY WORLD doesn't do this. Tickets are nontransferable AND NONREFUNDABLE.

Where's Cheshire Figment when we need him? Sleeping? How dare he?

Oh I know it is not policy, but I suppose someone might possibly do it anyway to be kind as a rule bending thing that is not as likely to encourage abuse as if they has just allowed the family to park hop. I doubt it is the case and find it far more likely that this was one of a very few bad apple CMs. My point was still to report him because if that truly was all and it truly was an exception made in the name of customer service it would be documented and no harm would come to the CM, whereas if he was after his own gain then the CM would be caught and Disney could then rectify the situation as they see fit. None the less, I am really looking forward to the OP coming back and clarifying HOW this "buy back" or "converting" or whatever was presented.

 

[bicker]

It is always very easy being "generous" spending other people's money, when there is no one you're responsible to other than your own personal preference. When you have a fiduciary responsibility, though, it isn't quite so easy.

 

[polkadotsuitcase]

luestrad, I'm so sorry for your loss. I can completely understand the frustration you must have felt at the time.

 

[Mickey'snewestfan]

Luestrad, I am so sorry for your loss.

I know with hotels, you can upgrade to a more expensive package, even one with fewer days. Is it possible that you can do that with tickets? So, you can upgrade from a 10 day non hopping ticket ($243) to a 4 day hopping ticket ($286).

 

[nmmom95]

But imagine if the OP had come here and posted the same story with a different ending. What if "Gregg" said, fine, I'll add the hopper option and do it for free. Imagine all the people that read here who would say well, if he can do it, so can I. Next thing you know, hundreds of people will be demanding free upgrades due to unforeseen circumstances.

I'm very sorry for your loss, but I agree that "Greg" should have adhered to company policy on this for the reason stated above.

 

[Allison]

I'm sorry you lost a family member but I don't see a reason why Disney should allow you to park hop because of it.

I've heard stories of Disney doing a wonderful job of helping people get home and work something out with the remaining days of the vacation when a tragedy like this occurs. But, I wouldn't expect them to let someone into a park without the right ticket because they want to spend the rest of the day there and continue on with their day. It's perfectly fine that your family decided to continue visiting a park, but you should also then be the ones financially responsible for that decision.

I think people are jumping to conclusions that the CM did something wrong. There was never any mention of a private transaction. As mentioned above, I've heard stories of Disney helping people get money back on the portion of the vacation they had to cut short or getting everything rescheduled. Offering a refund on the remaining value of the tickets doesn't seem out of line to me. I see nothing to report the CM for.

I'm glad you enjoyed the time you did have at Disney. Hopefully, you will be able to make a return visit.

 

[sunnyday123]

I am very, very sorry for your loss.

However, if my father/mother/grandparent passed away while I was on vacation, I would'nt have to go to lunch to decide what to do.

Maybe the CM thought it might have been a story that was concocted since you were telling him you wanted to go to another park for the day before flying home? Just a thought, I'm sure people have tried all types of stories with them to change tickets and what not.

 

[LuvCuteBoys]

I maintain that if 'Greg' wasn't willing/able to help the OP out, he should have gone to his supervisor. In extenuating circumstances, the original person should never be the last one to make the decision to not help the customer.

And he also should have given the OP the option to add the 'no expire' feature to his remaining tickets.

 

[Allison]

Oh, I think leustrad got a LOT WORSE than a "raw deal". What 'Greg' did - offering to BUY BACK their unused days for ANY amount of money???????? - was both unethical and illegal!

leustrad, while you're very considerately protecting the Cast Member's privacy here, if you have identifying information about him - time, date, location, name - PLEASE PLEASE PLEASE contact Walt Disney World in writing and report the incident!!!!!!!!!!!!!!!!!!!!

I think you have misinterpreted what happened. The CM didn't offer to buy the tickets himself. He applied the value of the remaining days to the cost of adding the park hopper option. The OP said she took this offer and then had her credit card processed. There was no personal exchange of funds.

 

[NHdisneylover]

It is always very easy being "generous" spending other people's money, when there is no one you're responsible to other than your own personal preference. When you have a fiduciary responsibility, though, it isn't quite so easy.

yet again I am not sure how you intend for your comments to relate to the thread I hoenstly wonder if I have some weird mental block where you are concerned and everyone else understands, or if everyone just gave up on understanding ages ago and ignores it Sadly, it is probably me Will you please connect the dots for me

I understand it is very easy to hypothetically tell others how to spend their money (or their time, or how to parent, or. .or. . .or. . .). What I don't understand is where you are going with this in the context of THIS thread, Are you:
1. admonishing the OP who seems to want Disney to essentially spend its money on allowing him to use a cheap ticket in place of the expensive one required for this park hopping?
2. admonishing posters who think the OP should have followed the rules and believe the CM was in the right to not allow the entrance into Hollywood Studios without charging the OP for park hoppers?
3. admonishing those posters who pointed out to the OP that he could have upgraded to non expiring tickets to save the other days for later (an option which could still be available if this happened within the last 14 days--and I believe is meant just to offer helpful advice)?

 

[LuvCuteBoys]

^^ #2...

 

[bicker]

yet again I am not sure how you intend for your comments to relate to the thread

Yet again I'm amazed by that.

I hoenstly wonder if I have some weird mental block where you are concerned and everyone else understands, or if everyone just gave up on understanding ages ago and ignores it

People generally don't care to think about things from the perspective that runs counter to what is copacetic with how they want to view something. Perhaps that's the issue?

Sadly, it is probably me Will you please connect the dots for me

People are saying that Greg should have done something generous. It isn't their money, though, that Greg effectively would be spending.

Very simple.

1. admonishing the OP who seems to want Disney to essentially spend its money on allowing him to use a cheap ticket in place of the expensive one required for this park hopping?

While I'm not admonishing anyone, it seems that your first instinct (about the point that you felt that you didn't understand) was correct - you really did understand it.

 

[LuvCuteBoys]

But #2 also works LOL. (I didn't read #1... )

 

[NHdisneylover]

OP, having reread your post while trying to figure Bicker's out I am wondering a few things:
I assume you were staying on sight and the shuttle was a WDW bus. It is unusual (but not unheard of, some buses do stop at a coupe of resorts or a few places within one resort) that you would have managed to get on a bus to the studios and have time to receive the call and agree to a plan to exit the bus at the next stop in the amount of time you would have between non park stop and the next. It seems even more unusual that at that point your family would decide to board another bus rather than simply eating at the hotel you had gotten off at while figuring out what you would do about the vacation. I think most people would not want to "Waste" more time and out even more distance between themselves and the hotel room until they decided what they were going to do (gosh, you may have decided to take a flight out that day). Yet more unusual after eating at AK to THEN decide that to enjoy what little time you have left at WDW you are going to spend another chunk of that time "hopping" to the Studios. While I do think you are telling the truth I hope you can see how the story could sound very fabricated to a CM--which may account for some stubbornness--though I think even with the CM fully believing you it is still not Disney's job to bend the rules in this case--just to provide you with information on what your options are (upgrade to park hoppers, buy no expiration tickets and return to AK via bus or taxi if you prefer not to waste time, etc)

 

[MushyMushy]

I can see why you're upset about his attitude. Also I've seen Disney make bigger exceptions for a lot less compelling reasons. I've, in fact, been on the generous end of things. I think this gentleman was being a bit petty with his "I can make exceptions, but I won't" statements.

If you do, indeed, write to the Disney company, I think you should stick to his attitude and statements rather than what he failed to give you by way of exception.

I'm sorry for your family's loss. Death in the family does tend to put you in a fog where you just can't think beyond your next step.

 

[Mimi1965]

I have to post this after saying that i had wonderful and magical experience with my family on our first visit to WDW. I was met with great customer services and offered a friendly smile till our last day.

Initally we had planned a 12 day florida vacation which we had saved for quite a bit of time do be able to take. As often happens in life on our 3rd day of our vacation, we were in a shuttle on our way to Disney's hollywood studios when we received a call from home. My wife's grandfather had just passed away. I was with my daugher, my inlaws (whos dad it was) and my niece. .

I really can not understand your Mother in law wanting to continue going to a theme park when her father had just passed away.

 

[bicker]

If you do, indeed, write to the Disney company, I think you should stick to his attitude and statements rather than what he failed to give you by way of exception.

This is really good advice. We're talking, essentially, here about something which is not an entitlement but a bonus, so asserting that it is deserved is going to really undercut credibility. The projected attitude of customer-facing personnel, though, is a very firm foundation for communicating concern.

 

[kaytieeldr]

I think you have misinterpreted what happened. The CM didn't offer to buy the tickets himself. He applied the value of the remaining days to the cost of adding the park hopper option. The OP said she took this offer and then had her credit card processed. There was no personal exchange of funds.

Respectfully, according to the progression of the original post, there absolutely WAS a private transaction:

I totally understand Company Policy, and can see other how a company needs to hold to the bottom line. But i believe exceptiosn should be allowed. "Greg" pretty much told me exceptions can be made, but he wasnt going to do so in this case. Since we were not given any choice, i decided to pay the additional amount, just to get it over with. I was upset at so many diffrent levels at this this time and given no choice. This happened FIRST, and separately To add insult to injury he told us, "being that you are leaving anyways, and not stayin here any further, i can purchase thow unused days for $3 dollars - you konw to help with the cost". This offer was made separately, not offered as a discount off the purchase of the park hopper option - because, well, it's not something Walt Disney World allows and would have required much explanation when it came time to balanceGiven no choice, and trying to defray as much of the cost, and since we were truly having to leave unexepectly back home i took that offer. What burns me more, is after I payed and he processed my credit card. he then led us to a gate, where he simply let us walk thru without swipping our cards. I honestly felt he did this to show that he did have the power to pass someone if he so choose to.

Now, if I'm wrong and "Greg" actually did give a credit instead of handing the OP cash, I apologize.

 

[LuvCuteBoys]

I really can not understand your Mother in law wanting to continue going to a theme park when her father had just passed away.

Could have been his father-in-law, too...

Like he said, he was also there with his daughter and his niece and maybe whoever's father it was took that into consideration.

 

[kaytieeldr]

It is unusual (but not unheard of, some buses do stop at a coupe of resorts or a few places within one resort) that you would have managed to get on a bus to the studios and have time to receive the call and agree to a plan to exit the bus at the next stop in the amount of time you would have between non park stop and the next. It seems even more unusual that at that point your family would decide to board another bus rather than simply eating at the hotel you had gotten off at

I took it as, they got on and off the bus at the SAME stop; that they got the news while boarding the bus at their own resort.