Complaint: Positive Result!

[markpsych]

As discussed here: http://www.disboards.com/showthread.php?t=2042916

Dear Mark,

Thank you for your email.

I kindly inform you that we decided as an exception to amend your booking giving
you the benefit from the 50% discount. I confirm that normally, we should have
cancel your booking with 10% charge and then rebook as speciall offers can only
be applied on new bookings.

The new total amount of your booking is therefore £260.25.

We wish you a very magical stay at Disneyland Resort Paris and a very Happy New
Year!

Magically yours,


UK Guest Care Department / CRO
Disneyland® Resort Paris
Tel: 08448 008 111 (Direct enquiries) / 08448 008 222 (Travel agents)
Fax: 08448 003 246
Email: dlp.uk.admin@disney.com

-----Original Message-----
From:
Sent: mercredi 31 décembre 2008 13:19
To: DLP UK ADMIN
Subject: Annual Pass Discount Query

re: Booking Number:

Dear sir/madam,

We've been very loyal customers for the past 5 years having travelled from the
UK to stay at DLRP 10 times over this period.

This year we purchased Annual Passes, and have just made our 5th booking this
year.

After booking our latest holiday on the 26/12/08, we received notice via the
Tous en scene, that Dream Pass holders are eligible for a 50% discount for
bookings in March 09.

I queried this on the 29/12/08, and spent a considerable length of time on the
telephone due to Reservations staff not knowing about the offer, before being
cut off (although both people I spoke to were very polite, and trying to be as
helpful as possible).

Today I was informed that they can only offer the discount on 'new'
bookings/can't revise the other one I made several days earlier.
Further, if I cancelled the original booking there would be a fee attached.

I raised concern that it appeared we were being penalised because Reservations
did staff not know what offers were available. It was suggested that the
emphasis is on AP holders to know what discounts are available, as they're "not
offered proactively" (although when I made the booking I specifically asked what
discount was available).

Is this correct?

If so, I'm very disappointed, as this does not seem to be a very fair system,
particularly for 'long-distance' customers who do not appear to receive
notification of offers as quickly.

Surely if Annual Pass holders are eligible for offers, then they should receive
them.....without having to plead for them!

I look forward to your response on this matter, and hope you will consider our
circumstances favourably.

Yours faithfully,

Mark

 

[mommy2ash]

im glad that you got the discount although i couldnt help but notice that they didnt take the blame for staff not knowing about the discount. it shouldnt be an exception if they made a mistake kwim

 

[davewasbaloo]

Fantastic result Mark, brilliant and well done for pushing on it. I really wish DLP would change their policy for AP holders, but sadly I doubt they will.

I am happy I was able to help!

 

[thelittlemermaid83]

Great result Mark.

 

[DLPdaft]

Brilliant result Mark .

I had to do a similar thing with my last booking, due to the booking policy for AP holders. It took about 2 months, but DLRP did eventually agree with me and give me a further discount (and a surprise upgrade when we got to the parks, although this may have been a coincidence ).

 

[karenmoloney]

Glad to hear you got a discount.

 

[markpsych]

im glad that you got the discount although i couldnt help but notice that they didnt take the blame for staff not knowing about the discount. it shouldnt be an exception if they made a mistake kwim

I agree totally, but from what Dave has told me it sounds like this is common Disney practice, and not something that's specific to DLRP/a cultural bias, i.e., these special discounts are generally not offered proactively, it is up to the customer to ask for them.

Fantastic result Mark, brilliant and well done for pushing on it. I really wish DLP would change their policy for AP holders, but sadly I doubt they will.

I am happy I was able to help!

Thanks again for your help Dave, you've saved us a lot of money! May even book an additional night now

 

[joolz1910]

Glad you got a positive outcome. It worries me that when you ring, the CM's don't know the answers to the questions. I recently got put through to customer care and the CM I spoke to seemed much better informed and I didn't feel 'rushed'.

50%! Wow - that is a saving worth fighting for.

 

[davewasbaloo]

Thanks again for your help Dave, you've saved us a lot of money! May even book an additional night now

My pleasure, see, I may be grumpy on line, but I like to be helpful ;-)

But yes, this is common policy issues at DL and WDW too, and TDL doesn't often offer any discounts. Also Holiday Inn and Marriott have very similar policies too. Hilton is about the only large chain in Europe that is more accommodating unless you are paying rack rate.

 

[joolz1910]

My pleasure, see, I may be grumpy on line, but I like to be helpful ;-)

But yes, this is common policy issues at DL and WDW too, and TDL doesn't often offer any discounts. Also Holiday Inn and Marriott have very similar policies too. Hilton is about the only large chain in Europe that is more accommodating unless you are paying rack rate.

You are not. I have seen you dance and I know that a man with those moves must have joy in his heart.

 

[davewasbaloo]

You are not. I have seen you dance and I know that a man with those moves must have joy in his heart.

Lol - thank you for that

 

[Rosie]

I'm really glad it worked out so well Mark.
Dave where did you find the discounts? I'm a shareholder and have a Dream AP but I haven't had anything by mail or e mail to tell me about discounts.

 

[davewasbaloo]

I'm really glad it worked out so well Mark.
Dave where did you find the discounts? I'm a shareholder and have a Dream AP but I haven't had anything by mail or e mail to tell me about discounts.

I check the French website every 2-3 months. They often come to me a few weeks later in hard copy, but I think I am one of the UK APers that gets Tous En Scene for some reason.

 

[Rosie]

So is Tous En Scene a DLRP publication that gets sent to some but not all AP holders?
I googled it but got a music download site! I would like to know as my DD and i are going next in april and with prices as they are I need all the help I can get

 

[Cyrano]

Great result Mark

 

[Ware Bears]

That's brilliant news Mark

 

[davewasbaloo]

So is Tous En Scene a DLRP publication that gets sent to some but not all AP holders?
I googled it but got a music download site! I would like to know as my DD and i are going next in april and with prices as they are I need all the help I can get

Well, it should be sent to all Dream passholders, but I have heard many do not receive them. We sometimes get it and sometimes don't.

Luckily you will find them on the French website. I just tend to look at the dates covered in a current one, and then when those dates have elapsed, I then periodically check the website to see if a new one comes out. Here is the website for you:

http://offres.disneylandparis.fr/pas...el/index.xhtml

Then Tous en Scene's link is often found on this page:

http://offres.disneylandparis.fr/pas...ts/index.xhtml

 

[cap'njack.]

Cheers Dave.

£56.40 for the Cheyenne for 2 nights! Very good considering the Santa Fe came up at £113.40

 

[Rosie]

Thanks for the info and the links Dave.
I can't seem to get the links to work. I've found the french website from what you posted but the offers you heard about in Tous en Scene don't seem to be on there yet. I'll try e mailing later to see if I can get Tous en Scene sent to me.

 

[davewasbaloo]

How bizarre (BTW they do not e-mail them, it is hard copy or on the internet).

If you go to www.disneylandparis.fr

Then at the top, choose the "trouvez votre offre de reve" drop down manu and choose the Annual Passport option.

Then choose the adherents - nouveautes adherents option

Then choose the "Votre magazine Envie de + numero 18 link - click on clique ici

It is the last page.