Disney Erased All my FP+ and Won't Reinstate Them

[surferdave]

This is really the issue. Everyone is very quick to blame MDE, FP+ etc. The reality is, everything "worked" the way it was supposed to. The OP just got bad info, or didn't understand.

It is very much an MDE issue if a CM advised a guest of how the change would work and this happened instead.

 

[Jennasis]

This is really the issue. Everyone is very quick to blame MDE, FP+ etc. The reality is, everything "worked" the way it was supposed to. The OP just got bad info, or didn't understand.

THERE it is. Only took 3 pages to blame the OP...even if she was given incorrect info.

 

[OnceUponATime15]

I had some major glitches with the MDE app several months ago. I dealt with a wonderful CM in the IT department who was able to fix not one, but several issues with my account/MDE. It was several phone calls & email back & forth - but he got the job done - all in all it was about 48 hours from first contact to full resolution.

(407) 939-7849.

 

[DisUniversal]

THERE it is. Only took 3 pages to blame the OP...even if she was given incorrect info.

...for some, Disney can do no wrong and the infallibility of The Mouse shall not be questioned!!!

 

[mom2rtk]

Won't be long now before someone posts that it must be your fault because MDE and FP+ worked perfectly for them.

It's like you're psychic or something.

Be prepared for Disney to not accept screenshots for Mine Train or Anna & Elsa. Those seem to be the two attractions Disney is the least likely to work with you on.

Yep. They'll take it for everything but the 2 attractions you really need it for.





OP, best of luck. It is utterly insane that they implemented a system that works most of the time. Because Disney expects payment from guests 100% of the time, I expect them to deliver the service they promise 100% of the time. This is exactly what happens when you move to a high tech system in a company known for tech issues.

Please come back here after your trip and tell us you insisted on adequate guest recovery for this.

 

[notnothin]

THERE it is. Only took 3 pages to blame the OP...even if she was given incorrect info.

I was surprised they didn't show up on page one!

 

[DVCMomBLT]

THERE it is. Only took 3 pages to blame the OP...even if she was given incorrect info.

How do you know she WAS given incorrect info? And I hardly "blamed" the OP. I gave two completely different possibilities:

"The OP just got bad info, or didn't understand."

Bottom line is, there is no "mystery" that their FP+ disappeared.

 

[wdwjeffc37]

When we were in the MK a few weeks ago I changed one of our FP+s from HM to Space Mountain for all of my family on the app. When I went to check on the change prior to getting to SM MDE showed that I had SM but the rest of our party had Buzz Lightyear. I know that I didn't choose Buzz for any of us. We went to a CM at the kiosk in Tomorrowland to see what happened. He had to go one level up to a Guest Relations CM and they tried to tell me that there was nothing that they could do. I stood my ground and finally she overrode this system and put our SM FP in, but she wasn't happy about it. She also advised me to take pictures of the kiosk screen when making changes. They should be able to make this right but they won't like it.

 

[DVCMomBLT]

When we were in the MK a few weeks ago I changed one of our FP+s from HM to Space Mountain for all of my family on the app. When I went to check on the change prior to getting to SM MDE showed that I had SM but the rest of our party had Buzz Lightyear. I know that I didn't choose Buzz for any of us. We went to a CM at the kiosk in Tomorrowland to see what happened. He had to go one level up to a Guest Relations CM and they tried to tell me that there was nothing that they could do. I stood my ground and finally she overrode this system and put our SM FP in, but she wasn't happy about it. She also advised me to take pictures of the kiosk screen when making changes. They should be able to make this right but they won't like it.

This one sounds like an IT glitch for sure.

 

[mom2rtk]

How do you know she WAS given incorrect info? And I hardly "blamed" the OP. I gave two completely different possibilities:

"The OP just got bad info, or didn't understand."

Bottom line is, there is no "mystery" that their FP+ disappeared.

Is it somehow better if they were given bad info? To the customer, the CM on the phone IS Disney. And whether the person on the phone gave wrong info, or the system ate the FPs, it's still a substantial fail on Disney's part.

Unless you think the OP just deleted all their FPs or something?

 

[DVCMomBLT]

Is it somehow better if they were given bad info? To the customer, the CM on the phone IS Disney. And whether the person on the phone gave wrong info, or the system ate the FPs, it's still a substantial fail on Disney's part.

Unless you think the OP just deleted all their FPs or something?

No, I don't think they deleted them. I think exactly what happened happened. Their reservation was cancelled and a new one created. That cancelled the associated fastpasses. That was not an error. That is how it is designed to work. And the OP probably DID get bad advice from the CM. I am just saying it is not a flaw in the MDE or FP+ system like many people implied. Those systems did EXACTLY what they were supposed to do.

 

[AndreaA]

No, I don't think they deleted them. I think exactly what happened happened. Their reservation was cancelled and a new one created. That cancelled the associated fastpasses. That was not an error. That is how it is designed to work. And the OP probably DID get bad advice from the CM. I am just saying it is not a flaw in the MDE or FP+ system like many people implied. Those systems did EXACTLY what they were supposed to do.

The systems did exactly what they were PROGRAMMED to do. I wouldn't say that's what they were SUPPOSED to do. Disney KNOWS that people have to book their FP+ 60 days out. They also KNOW that people frequently change things in their reservations. Therefore, the system SHOULD be programmed to move the FP+ and any other reservations (ADRs) over whenever a change is made. That's not rocket science and it's EXTREMELY poor planning and poor programming that it is not currently working this way.

Hopefully IT will be able to sort things out for the OP.

 

[mom2rtk]

No, I don't think they deleted them. I think exactly what happened happened. Their reservation was cancelled and a new one created. That cancelled the associated fastpasses. That was not an error. That is how it is designed to work. And the OP probably DID get bad advice from the CM. I am just saying it is not a flaw in the MDE or FP+ system like many people implied. Those systems did EXACTLY what they were supposed to do.

So you think they designed a system that would delete your FPs if you call and decide to add on a pricey option to your package?

 

[JimmyV]

No, I don't think they deleted them. I think exactly what happened happened. Their reservation was cancelled and a new one created. That cancelled the associated fastpasses. That was not an error. That is how it is designed to work. And the OP probably DID get bad advice from the CM. I am just saying it is not a flaw in the MDE or FP+ system like many people implied. Those systems did EXACTLY what they were supposed to do.

I'm sorry, but the "system" includes the human element of implementing it. One cannot divorce the techno part of the equation from the human part of the equation. If the CM said that nothing would be affected, and that turned out to be false, then the "system" failed.

Mission Control to Spacecraft: "Go ahead and press the blue button for re-entry"

Spacecraft to Mission Control: "I did that and we are now in irreversible self-destruct mode. We're doomed."

Mission Control to Spacecraft: "Oops. Sorry. I meant to say the green button. You're right. You are doomed. But look on the bright side. The system worked exactly as it was supposed to and the blue button performed flawlessly."

In this scenario, did the "system" work?

 

[Mommy2Corinne]

How do you know she WAS given incorrect info? And I hardly "blamed" the OP. I gave two completely different possibilities:

"The OP just got bad info, or didn't understand."

Bottom line is, there is no "mystery" that their FP+ disappeared.

I think you're missing the bigger picture. Riddle me this...should adding a dining plan to an existing reservation *ever* wipe out a guest's FP+???? Why would you design a system that is intended to work that way??? Seems a little silly, no?

Either way, this is *Disney's* fault/issue...not OP's.

 

[mom2rtk]

I'm sorry, but the "system" includes the human element of implementing it. One cannot divorce the techno part of the equation from the human part of the equation. If the CM said that nothing would be affected, and that turned out to be false, then the "system" failed.

Mission Control to Spacecraft: "Go ahead and press the blue button for re-entry"

Spacecraft to Mission Control: "I did that and we are now in irreversible self-destruct mode. We're doomed."

Mission Control to Spacecraft: "Oops. Sorry. I meant to say the green button. You're right. Your are doomed. But look on the bright side. The system worked exactly as it was supposed to and the blue button performed flawlessly."

In this scenario, did the "system" work?

and

 

[Robo]

It is utterly insane that they implemented a system that works most of the time. Because Disney expects payment from guests 100% of the time, I expect them to deliver the service they promise 100% of the time. This is exactly what happens when you move to a high tech system in a company known for tech issues.

I just bought my plane tickets on MyMagic Airlines.
They were a bargain!

From the info I've read, I see that their jets arrive at their destination most of the time.

 

[Maleficent Dragon]

I'm sorry, but the "system" includes the human element of implementing it. One cannot divorce the techno part of the equation from the human part of the equation. If the CM said that nothing would be affected, and that turned out to be false, then the "system" failed.

Mission Control to Spacecraft: "Go ahead and press the blue button for re-entry"

Spacecraft to Mission Control: "I did that and we are now in irreversible self-destruct mode. We're doomed."

Mission Control to Spacecraft: "Oops. Sorry. I meant to say the green button. You're right. You are doomed. But look on the bright side. The system worked exactly as it was supposed to and the blue button performed flawlessly."

In this scenario, did the "system" work?

 

[MaryKatesMom]

The systems did exactly what they were PROGRAMMED to do. I wouldn't say that's what they were SUPPOSED to do. Disney KNOWS that people have to book their FP+ 60 days out. They also KNOW that people frequently change things in their reservations. Therefore, the system SHOULD be programmed to move the FP+ and any other reservations (ADRs) over whenever a change is made. That's not rocket science and it's EXTREMELY poor planning and poor programming that it is not currently working this way.

Hopefully IT will be able to sort things out for the OP.

Yes. This.

 

[AngiTN]

What if we have a room only DVC reservation and add the dining plan, does that change the reservation which would make us lose all of our fast passes?

I have never used DVC so I have no idea. What happens with regular rooms is your reservation number changes. A room only has a numerical only number (12, 14, I forget how many) and a package has a shorter, 6 or 8 character alphanumeric number. There should be a way they are tied together. Why they can't is just one more mystery that is Disney IT