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

[asta]

I can see how letting a whole group through when you only have partial green Mickey heads opens the system to cheating. A group could split up their FP selections and multiply their rides by piggy backing on their group members with valid FP.

Not saying at all that this is the OPs situation. Just thinking how the policy could easily be abused.

 

[mom2rtk]

I can see how letting a whole group through when you only have partial green Mickey heads opens the system to cheating. A group could split up their FP selections and multiply their rides by piggy backing on their group members with valid FP.

Not saying at all that this is the OPs situation. Just thinking how the policy could easily be abused.

The problem is, what is the middle ground? Between accepting the guest's word for it and opening up to cheating, and just taking a hard line and not accepting anyone with a blue Mickey head?

This wasn't an issue with the old system. Either you had a ticket or you didn't. And if you lost one, you had nobody to blame but yourself.

 

[LvsTnk]

I don't know the word for word policy as it isn't written out where I can read it. Our departments training was put on hold so we didn't get the update training for tech issues. I've only heard through word of mouth that if you get 1 single blue mickey then they should wave you through. Now I don't know the exact specifics of what they should look for on their screen to prevent cheaters etc but that is what I eas told. Also this wasn't for MK and none of my MK friends have said this os what they are being told.

There have always been inconsistancies with the leway rules of fp we are just seeing it more now because it isn't the difference of a 5 minute wait time or coming back after your time but now preplaning and the abilitly to change on a whim and lots of people are having issues.

There is no proof sadly. It is all a very tender subject and it even appears it may be down to area management. I don't work at an attaraction that has fp+ but I know in at least one park management has said if one person in a family is blue just let them through. However, I know at 7DMT and Anna and Elsa they are stead fast in their denial.

Also when these things happen check to see if their are any managers near by. If the managers are near by the CMs no matter how nice have their hands tied

I am totally freaked out end of story. I'm glad I have these booked for the night of our arrival and can stop the worry for the rest of the trip.

 

[JimmyV]

The problem is, what is the middle ground? Between accepting the guest's word for it and opening up to cheating, and just taking a hard line and not accepting anyone with a blue Mickey head?

This wasn't an issue with the old system. Either you had a ticket or you didn't. And if you lost one, you had nobody to blame but yourself.

To me, the middle ground is as plain as the nose on Pinocchio's face. Irregularities should be checked by CMs at the point of FP entry and fixed then and there. This whole passing of the buck by directing guests to Guest Relations is infuriating nonsense. This is clearly being done for two reasons.

1. Disney anticipates that only a small percentage of guests will actually do that, so the problem essentially resolves itself by disappearing due to inconvenience; and

2. Lack of personnel at the attractions. (And lack of technical training as wilkeliza points out.)

#1 is unconscionable and a clear slippage in customer service. One can book a FP for Buzz right there at the kiosks by the ride, walk 10 feet to try to use it, get a Blue Mickey, and then have to walk all the way to Town Square to resolve the problem. Does that make sense to anyone?

#2 can be fixed by hiring more CMs or redeploying those already hired. But the whole point to the move toward automation is to cut the workforce. Can't lay people off and hire people to assist guests at the same time.

 

[wilkeliza]

To me, the middle ground is as plain as the nose on Pinocchio's face. Irregularities should be checked by CMs at the point of FP entry and fixed then and there. This whole passing of the buck by directing guests to Guest Relations is infuriating nonsense. This is clearly being done for two reasons.

1. Disney anticipates that only a small percentage of guests will actually do that, so the problem essentially resolves itself by disappearing due to inconvenience; and

2. Lack of personnel at the attractions. (And lack of technical training as wilkeliza points out.)

#1 is unconscionable and a clear slippage in customer service. One can book a FP for Buzz right there at the kiosks by the ride, walk 10 feet to try to use it, get a Blue Mickey, and then have to walk all the way to Town Square to resolve the problem. Does that make sense to anyone?

#2 can be fixed by hiring more CMs or redeploying those already hired. But the whole point to the move toward automation is to cut the workforce. Can't lay people off and hire people to assist guests at the same time.

My statement on training was because my specific attraction does not use fastpass+. At some point we were going to but it has been put on hold (they were going to add attractions CMs to some character spots in WSC but decided against it) and with that holds or training was also put on hold. It does not reflect the training CMs at attractions with fp+ have received.

 

[ArwenMarie]

Didn't they just reduce staff in regards to FPP? I seem to remember there were recovery CMs helping when there were issues (not sure if it was near the rides or maybe near the kiosks, can't remember) and then they reduced them and switched it to having to go Guest Relations.

 

[mom2rtk]

To me, the middle ground is as plain as the nose on Pinocchio's face. Irregularities should be checked by CMs at the point of FP entry and fixed then and there. This whole passing of the buck by directing guests to Guest Relations is infuriating nonsense. This is clearly being done for two reasons.

1. Disney anticipates that only a small percentage of guests will actually do that, so the problem essentially resolves itself by disappearing due to inconvenience; and

2. Lack of personnel at the attractions. (And lack of technical training as wilkeliza points out.)

#1 is unconscionable and a clear slippage in customer service. One can book a FP for Buzz right there at the kiosks by the ride, walk 10 feet to try to use it, get a Blue Mickey, and then have to walk all the way to Town Square to resolve the problem. Does that make sense to anyone?

#2 can be fixed by hiring more CMs or redeploying those already hired. But the whole point to the move toward automation is to cut the workforce. Can't lay people off and hire people to assist guests at the same time.

I guess I figured if someone's FP disappeared, wouldn't it just be gone? And if so, I don't see what help an ipad is. Isn't the trip to guest services just about guest recovery via an extra FP or something? You know..... for those willing to brave that long line to save waiting in an attraction line.

 

[JimmyV]

I guess I figured if someone's FP disappeared, wouldn't it just be gone? And if so, I don't see what help an ipad is. Isn't the trip to guest services just about guest recovery via an extra FP or something? You know..... for those willing to brave that long line to save waiting in an attraction line.

I honestly don't know what Guest Services is expected to do. But whatever it is, CMs at the attraction should be able to do the same thing as long as there are enough trained people to handle the task. Sending people to Guest Services is an obvious diversionary tactic.

 

[wilkeliza]

I honestly don't know what Guest Services is expected to do. But whatever it is, CMs at the attraction should be able to do the same thing as long as there are enough trained people to handle the task. Sending people to Guest Services is an obvious diversionary tactic.

Guest relations can hand out what is called a no strings card also they can give sometimrs over ride fast passes that just let a person in during a time window that only guest relations (and possibly club level conceirge) cat members have access to. If they were to give that power to every fp attraction cm there would be far too much abuse. The pool for the over ride fastpasses is small so only a small amount of the most trusted positions have accessed to them.

 

[JimmyV]

Guest relations can hand out what is called a no strings card also they can give sometimrs over ride fast passes that just let a person in during a time window that only guest relations (and possibly club level conceirge) cat members have access to. If they were to give that power to every fp attraction cm there would be far too much abuse. The pool for the over ride fastpasses is small so only a small amount of the most trusted positions have accessed to them.

Curbing abuse is what the training is for. There is no way that walking all the way to Guest Services is the only and best option. No middle manager who reports to me would ever sell me on that solution over front line employee empowerment. Think of the way Pit Bosses work in Las Vegas. WDW needs attraction Pit Bosses roaming between a few attraction with the authority to fix problems.

 

[GotLabradors]

To me, the middle ground is as plain as the nose on Pinocchio's face. Irregularities should be checked by CMs at the point of FP entry and fixed then and there. This whole passing of the buck by directing guests to Guest Relations is infuriating nonsense. This is clearly being done for two reasons.

1. Disney anticipates that only a small percentage of guests will actually do that, so the problem essentially resolves itself by disappearing due to inconvenience; and

2. Lack of personnel at the attractions. (And lack of technical training as wilkeliza points out.)

#1 is unconscionable and a clear slippage in customer service. One can book a FP for Buzz right there at the kiosks by the ride, walk 10 feet to try to use it, get a Blue Mickey, and then have to walk all the way to Town Square to resolve the problem. Does that make sense to anyone?

#2 can be fixed by hiring more CMs or redeploying those already hired. But the whole point to the move toward automation is to cut the workforce. Can't lay people off and hire people to assist guests at the same time.

Instead of firing people, Disney could offer to shift people into areas where they are needed. Until they get the glitches out of this system, they need to have a lot of CMs focused on guest relations through out the parks to help guests recover FP lost due to system error. I have also read on the DIS that the MDE app will show a guest one thing while the CM with the iPad sees something totally different. It sounds like the systems aren't playing well together.

 

[mom2rtk]

Curbing abuse is what the training is for. There is no way that walking all the way to Guest Services is the only and best option. No middle manager who reports to me would ever sell me on that solution over front line employee empowerment. Think of the way Pit Bosses work in Las Vegas. WDW needs attraction Pit Bosses roaming between a few attraction with the authority to fix problems.

Well, we all know what that walk to GR is all about. And it is indicative of how far from the high standard of customer service Disney is known for. I think they're still riding on the coattails of that reputation, but that will only last for so long.

 

[surferdave]

I think that you should be able to convert your FP+'eses (take that you guys in the plural thread) to hard copy at any point you want. If you land a coveted Anna and Elsa FP+, press a "convert" button at home on your computer or in the park at a kiosk, get a printed, locked in, hard ticket and put all the risk on your own capability of keeping up with it and being on time for using it instead of a buggy integrated data network with millions of users and no transparency. That FP+ shows up as locked in on MM+ and you can't change it.

 

[Luckybee]

They could attach a bar code to each FP+ reservation that could be read by the CM in case of conflict. This could either be on a mobile device or a printout.
That would fix the Photoshop problem, and also the 'you might have deleted it' problem - as long as the record of the actual FP+ could be shown e.g. either it's still good or it was cancelled at x time/date...
Even just a reservation number would work in this case too...

Im amazed they didn't do something just like this. This is done by a myriad of companies both larger and smaller than Disney. But lets face the obvious...does anyone really believe that Disney gives one hoot whether the cherished fp to A&E has vanished into space ? There are hundreds of others waiting to scoop up that time slot. We've seen on here (over and over and over again) how many have said "it worked perfectly for ME " without a single thought or concern for all the others it didn't work for. As long as it still "works" for the majority Disney isn't at all concerned because for now they keep filling the parks. Pretty obvious that customer service "isn't".

 

[Luckybee]

I think that you should be able to convert your FP+'eses (take that you guys in the plural thread) to hard copy at any point you want. If you land a coveted Anna and Elsa FP+, press a "convert" button at home on your computer or in the park at a kiosk, get a printed, locked in, hard ticket and put all the risk on your own capability of keeping up with it and being on time for using it instead of a buggy integrated data network with millions of users and no transparency. That FP+ shows up as locked in on MM+ and you can't change it.

Also another great idea !

 

[Mommy2Corinne]

If only we had a fast pass system that gave the customer a piece of paper with a return time that they could hand to the CM.

I'm sorry, but this is hilarious! Lol!!

 

[Missyrose]

How would a bar code not error out in the same way the Magic Bands did? It all feeds from the same system.

 

[1buckeyegirl]

So sorry this happened, something similar happened to us in June, I was on the app at rope drop and all my fp+ disappeared including a&e and mine train. Went straight to a&e at rd drop and then spent the next 2hrs trying to get it fixed and they never got figured out? They did give us a slip to ride mine train but the whole thing was so disappointing!

 

[Planogirl]

If only we had a fast pass system that gave the customer a piece of paper with a return time that they could hand to the CM.

What a perfect comment.

 

[mom2rtk]

I think that you should be able to convert your FP+'eses (take that you guys in the plural thread) to hard copy at any point you want. If you land a coveted Anna and Elsa FP+, press a "convert" button at home on your computer or in the park at a kiosk, get a printed, locked in, hard ticket and put all the risk on your own capability of keeping up with it and being on time for using it instead of a buggy integrated data network with millions of users and no transparency. That FP+ shows up as locked in on MM+ and you can't change it.

That's an interesting idea. But they'd have to find a way to verify it was being used by the right person. Or people would start selling them. Most with an AP won't give their band to someone else to use. But a slip of paper? In a heartbeat.