Disney canceled my Mine Train FP for Sept 27

[alh2011]

Our email said they cancelled our Seven Dwarfs Mine Train from 5:40 PM to 6:40 PM and it stated that they gave us Big Thunder Mountain from 2:35 PM to 3:35 PM on party night. Only when I check my MDE, it shows Big Thunder for 3:30-4:30 PM. Not sure which time is correct, but I think MDE is the more accurate. I checked and we do have a Select One Experience offer. We don't have park tix for that day, but we do have party tix for that night. We have a 4:40 ADR which is tangled up in this mess somewhere, but with the Select One Experience to be used anytime before 7 PM, it will work out for us afterall. Without the Select One Experience, I would have been disappointed not to get the Mine Train that day like we planned when DD arranged this at midnight 60 days out.

So where did the select one experience show up at? MDE? Email? Just wondering will everybody get this if they changed one of our fast passes??

They canceled my families 6-7 pm Buzz on a party night and they changed it to Mad Tea for 3-4. Wasn't planning to be there till 4 or after so put kink in my plan. But anyways once I saw they changed it to mad tea I immediately switched it to Buzz. So will that mess up my chance to get the select anytime FP? or are they just doing that for mine train?

 

[FunTimeMom]

I had a similarly poor customer service experience with dining. I was told I was all sorts of craziness by guest service- I was lucky to have a reservation for 4 (we are a family of 5), the week I am coming is Jersey week (it isn't ), and that it is not possible to make dining reservations at 6am on a computer (seriously ). Glitches happen, mistakes happen. It is the poor customer service that seems to be the normal at Disney that has me upset.

 

[larryz]

I had a similarly poor customer service experience with dining. I was told I was all sorts of craziness by guest service- I was lucky to have a reservation for 4 (we are a family of 5), the week I am coming is Jersey week (it isn't ), and that it is not possible to make dining reservations at 6am on a computer (seriously ). Glitches happen, mistakes happen. It is the poor customer service that seems to be the normal at Disney that has me upset.

I chalk it up to (a) hiring at or near minimum wage, and (b) severe training cutbacks to save $$$.

 

[ArwenMarie]

In my experience there are a lot of phone CMs who say something can't be done, when the truth is they don't know how to do it. That's why calling back and trying someone else may help.

 

[MaxsDad]

they can't be expected to follow the same rules they expect for their guests lol

I agree.They do this with adr as well. I had an adr that I made at the 180 day mark cancelled once because of operating schedule changes. It does stink for those who had fp cancelled because of the parties, and I would definitely complain, in person. I am going in September when there are parties scheduled. I just chose to avoid mk those days which is hard and annoying when there are parties every other day. At least with the fp, unlike like 180 day adrs you can look at the schedule before you make the fp.

 

[Madteaparty001]

With all these bad customer service stories Disney should hire DISers, I'd love to work the Disney phones, as long as I could work from home .

 

[Planogirl]

In my experience there are a lot of phone CMs who say something can't be done, when the truth is they don't know how to do it. That's why calling back and trying someone else may help.

And the responsibility for this falls directly on Disney Management. It's their responsibility to hire the right people and to make sure that they are adequately trained. I see a lot of blame being thrown at the CM's (not you but others) but they likely don't know how to do many things plus it sounds like they are often the last to know when a change happens.

For a company famous for customer service they sure don't seem to care much about customer service nowadays.

 

[tinkerbellmagic]

So where did the select one experience show up at? MDE? Email? Just wondering will everybody get this if they changed one of our fast passes??

They canceled my families 6-7 pm Buzz on a party night and they changed it to Mad Tea for 3-4. Wasn't planning to be there till 4 or after so put kink in my plan. But anyways once I saw they changed it to mad tea I immediately switched it to Buzz. So will that mess up my chance to get the select anytime FP? or are they just doing that for mine train?

The Select One Experience showed up in MDE. We weren't planning on being at MK til 4 pm as well, since we do not have park tix for that day, so most likely will not be able to use the Big Thunder they gave us if it's between 2:35-3:35. If it's between 3:30-4:30, it messes up our ADR, which was pretty hard to get on party night, so we'd like to keep the ADR and give up the FP. Even if we skip the BTMR replacement they gave us, we will still have our 3 FP, just not the 4th bonus FP. And I agree with the other poster who said it was probably all the complaints they got that made them offer the Select One Experience. Not sure if everyone got it.

 

[heidijanesmith]

Same thing happened to us. I lost my Space Mountain FP+ from 6-7 on a party night, that I have tickets for MNSSPH for! They gave me Splash at a time that does not work for us! I do not have the option for a 4th FP+, maybe I should call?

 

[wisblue]

I hope that the people who have party tickets, but weren't planning to use other park tickets that day, recognize that FP+ has given them a HUGE benefit that they wouldn't have had under the paper FP system.

It's already a bonus that you are allowed to enter the park at 4 PM and get 3 hours before the party even starts. I wonder how many people with party tickets don't even realize that they can do that. Under the paper FP system, it's unlikely that you could have gotten more than one FP to use before the start of the party, and that probably wouldn't be for more than one of the more popular attractions. You certainly wouldn't be getting one for 7DMT if paper FPs were still around because those would be gone within an hour or two after park opening.

Personally, I don't think guests with only party tickets should be allowed to get FPs in advance, but it may not be possible to distinguish between guests who who will be using other tickets that day and those who won't.

 

[mom2rtk]

I hope that the people who have party tickets, but weren't planning to use other park tickets that day, recognize that FP+ has given them a HUGE benefit that they wouldn't have had under the paper FP system.

It's already a bonus that you are allowed to enter the park at 4 PM and get 3 hours before the party even starts. I wonder how many people with party tickets don't even realize that they can do that. Under the paper FP system, it's unlikely that you could have gotten more than one FP to use before the start of the party, and that probably wouldn't be for more than one of the more popular attractions. You certainly wouldn't be getting one for 7DMT if paper FPs were still around because those would be gone within an hour or two after park opening.

Personally, I don't think guests with only party tickets should be allowed to get FPs in advance, but it may not be possible to distinguish between guests who who will be using other tickets that day and those who won't.

I'm sure they realize that and are adequately appreciative to the Disney gods.

But Disney allows it. And that's no excuse to pull the rug out from under them after staying up until midnight to make their plans. Plus not everyone who scheduled FPs from 4-7 was just doing so on a party ticket. I'm sure a number of day guests schedule during those times as well.

 

[wisblue]

Same thing happened to us. I lost my Space Mountain FP+ from 6-7 on a party night, that I have tickets for MNSSPH for! They gave me Splash at a time that does not work for us! I do not have the option for a 4th FP+, maybe I should call?

I would not count on getting something automatically.

This looks like something that happened systematically when somebody entered an order to block FPs with return times after 6:30 on party nights (or at least that one night). If the changes were made automatically, it might be extremely difficult, if not impossible, to identify everyone who received a notice and a changed FP.

Rather than calling, I would be inclined to send a simple and polite e-mail message to customer service explaining what happened, why you are disappointed with the change they made, and asking for what you want done (either having the original FP restored or getting an "anytime" FP). I think this would be more useful than calling and hoping to get someone who understands what you are talking about and is willing and/or able to give you what you want. If you aren't getting a satisfactory response, there is still plenty of time to escalate the issue.

 

[Disneymoon2013]

Rather than calling, I would be inclined to send a simple and polite e-mail message to customer service explaining what happened, why you are disappointed with the change they made, and asking for what you want done (either having the original FP restored or getting an "anytime" FP). I think this would be more useful than calling and hoping to get someone who understands what you are talking about and is willing and/or able to give you what you want. If you aren't getting a satisfactory response, there is still plenty of time to escalate the issue.

I emailed them about the issue. I've still yet to hear back from that e-mail. In fact, their canned auto-response says that depending on the issue, it may take quite some time for them to contact you again. So, if you want to wait a week or more to hear something, then e-mail.

I had more success calling twice and getting it resolved in the same day.

 

[wisblue]

I emailed them about the issue. I've still yet to hear back from that e-mail. In fact, their canned auto-response says that depending on the issue, it may take quite some time for them to contact you again. So, if you want to wait a week or more to hear something, then e-mail.

I had more success calling twice and getting it resolved in the same day.

I guess it's a matter of choice. We have another poster saying he/she spent an hour or longer on the phone getting frustrated.

Given the nature of this issue (one ride almost 2 months from now) I would be willing to take my time for a resolution instead of sitting on the phone. It would be different if it were a trip critical issue, like something involving a flight or a room reservation.

 

[Disneymoon2013]

if it were a trip critical issue, like something involving a flight or a room reservation.

Well, to be fair, it actually was a trip critical issue when it came up. When I first called, they said the ride was being refurbished. If the ride itself was going to be shut down for the week of my trip, and they were just figuring that refurbishment schedule out, then I would have rescheduled my entire trip. It's one of the newest rides in the parks, and I doubt I'll make it back to WDW in the next 3-4 years after this trip.

Op's phone call took 45+ minutes because they were going to have her change her MNSSHP ticket nights, et al. Crazy stuff. It's kind of funny how much technology we have these days and yet how difficult it is for people to be on the same page in an organization... which is so weird considering concepts like Google Documents, which everyone can view in real time w/ live updating... lol. You'd think with all of the technology available, there would be an easy way to quickly and efficiently communicate a piece of information between departments... ahh.. the bureaucracies of big corporations...

 

[Pirate Granny]

I disagree, there has NEVER been been a 15 minute wait for 7DMR except after 11pm....on party nights...have you seen the Peter Pan line ?!? Not 15 minutes or walk on only...I've been to numerous parties...before 7 DMR a opened and the rides are crowded...and we go in September and week nights....last year the 7 DMR was 60 minute wait until after 11pm in SEPTEMBER

 

[Tarheel girl 1975]

Great point! Almost like they hesitated while they made their decision.

I'm more interested than ever to hear back from others booking 60 days our right now on party dates.

Our fastpass window opened today, it originally gave me 5:45-6:45 for PP, so yes it was still possible. I manually changed it to 5:30-6:30, to avoid problems

Interesting. I just made my MK FP. Most of our MK days are party days and I did not see any options that went past 6:30.

 

[crostorfer]

I disagree, there has NEVER been been a 15 minute wait for 7DMR except after 11pm....on party nights...have you seen the Peter Pan line ?!? Not 15 minutes or walk on only...I've been to numerous parties...before 7 DMR a opened and the rides are crowded...and we go in September and week nights....last year the 7 DMR was 60 minute wait until after 11pm in SEPTEMBER

Our party night last year had a 60 minute wait for the 7DMT at the stroke of midnight. I wish that I could attend the party the same night as other people who apparently had this amazing experience.

 

[crostorfer]

I guess it's a matter of choice. We have another poster saying he/she spent an hour or longer on the phone getting frustrated.

Given the nature of this issue (one ride almost 2 months from now) I would be willing to take my time for a resolution instead of sitting on the phone. It would be different if it were a trip critical issue, like something involving a flight or a room reservation.

"Critical" is in the eye of the beholder, no?

 

[alh2011]

Out of curiosity I just checked for my party night and they had my original 6-7pm Buzz available again. So I switched my 3-4 that they gave me back to 6-7 which I wanted. So will see if they have another glitch and cancel it again. We have party tix so not like I'm trying to sneak and stay for the party. Lol