Disappointing Reservation Experience

[sharibrat]

Last week I called and put a 'hold' on a Disney package. I was so excited! The guy I spoke with was so kind and helpful. The very next day I called back to make a change, pay and book the reservation. THis girl was clueless.

First off I say I want to drop the airfare portion of the package because I had gotten my own. She says "that is non refundable airfare, so you will be charged a penalty". I am like "what?". "I only had it on hold, I didn't pay anything". She puts me on hold foreveeeeeeeer and then comes back to continue the conversation. I was right but she never apologizes or anything. So I say I want to book the trip. She says "ok that will be $2,001". That's it. No repeating back or confirmation or anything. So I make her read everything to me to make sure we are on the same page. I then ask a few specfic question regarding the cancellation insurance. She cannot answer them nor can the person she went to check with (me on hold again, paying for the call). She tells me I just call Travelguard and ask them. Fine. She doesn't give me a phone # or anything.

So I say to her, "can I book the rest of the trip, without the insurance, call them, get my answers and then add the insurance later?" She says "no problem".

So I am ready to book and she says "your DEPOSIT IS $2,001 AND YOUR BALANCE WILL BE $2,000". I calmly say "What? I was told the entire package was $2,001". She simply repeats it, no explanation. So I ask her to please go over it with me line item by line item. I am devasted thinking my trip is DOUBLE what I thought it would be. She puts me on hold again. Comes back, and says "your entire balance is $2,001". Again, never apolgizes or anything.

Also at some point I asked her about the dining plan and my 2 year old. I ask what people do for a 2 year old since they don't get a dining pass. She very smartly says "well she can eat off your plate if you want". Doesn't offer to me that they eat free at buffets. Just a real attitude she had.

Lastly, as she is about to hang up, I ask her if my tickets will come in the mail. She says "Tickets? Like I am some kind of idiot". I am like "yes, the tickets I just purchased for the parks and the dining". She then explains to me that my room key will be everything. I had no idea. She then says I'll get 'something' in the mail. Something???

Now a week later I start posting questions on here regarding Magical Express and I find out I need to tell the reservations # about my air plans, etc. SHe never offered any of that information to me. We would have shown up at the airport in Orlando expecting a free bus shuttle to the hotel and they would have no clue who we were!!!???

I wonder if I should complain or just try to forget it. I did not get her name.

 

[Suzyq9241]

I would call and complain .... Most of the time they can find out who wrote up your plans... Make sure they know you were very upset, Also, make them go over your plans again,,,, make sure they didn't mess up (who knows you might get something out of it) but anyway call them I would....

 

[Drizzo67]

I would get right back on the phone and ask to speak to a supervisor before doing anything else. If they ask why be honest and tell them about your experience with booking your reservations. Once a supervisor comes on tell them the whole story, tell them exactly how you were treated so that this doesn't happen again. Make sure they read you back your original plans and verify that it is correct. Ask them if it can be viewed on-line at all using your reservation number. Go on-line and print it out, read it completely and make sure it is correct. Verify with the supervisor that you are to get ME tickets, the meal plan etc. Make sure to ask her/him about room key, tickets, dining card etc. I do know for a fact that your park ticket and your room keys are one and the same if you purchase a package. I'm not sure about the dining as we are not using it. Good luck to you and let us know what your results are.

 

[Manon]

Shari, I would also call back and complain, your the client, and the client is always right, the CM did not do a great job with you, its not the Disney spirit at all

Ask to talk to a supervisor, and tell him what happened, and like SuzyQ said make sure everything is ok on your reservation!!

Good luck!

 

[Hope73]

Good luck I have had my share of people who don't know what they are doing.

 

[misslissa]

Hi there,

I agree with everyone has said above and would definitely call back! Most importantly, make sure you give them all of your Magic Express information. They should require the name of your airline carrier, the time of your arrival/departure and also your flight numbers. I even called back to make sure they had the right information on this one. Appearantly, they used to just include the ME to everyone who walked up to the desk but now you definitely do need reservations. That is one point I would strongly point across to the person that you speak to when you call back, you should have been given some information about that.

Secondly, I work in reservations (not at Disney). Sometimes it is hard to train someone new but it sounds like you didn't even get a new CM, it sounds like you were speaking to someone who just was being rude for no reason. Even if CMs don't know the info you are looking for, they should at least be very considerate in finding out what you need!!!

Most importantly, a personal pointer here from me to you... and how I see complaints being handled. When you call back and complain, you will obviously get your problem handled no matter what, but what I would do is not 'sound' angry or rude yourself. I have seen with my bosses generally, that if you act sweet as pie , you are going to get better service than someone who is obnoxiously mad or upset (which I can understand anyway) who may end up being labeled as being 'difficult to please' .

The supervisor may even give you some sort of break or extra consideration if you take a calm, understanding (but still very alert and effective) and friendly approach. Good luck!