Disney has restored the Magic

[Jack & Monica]

I cannot believe how happy I am right now. I just received a call from a Disney cast member who called me to discuss a letter I had sent to Disney. At the time of my writing the email, I was extremely upset with Disney. The cause for my distress was Disney's unfortunate decision to change the extra magic hours with 28 days to go before our vacation to WDW. Normally, this would not have been that big a deal, but this trip is a little different for my family. I am bringing 16 extended family members down to the Kidani Villas. I am not exaggerating when I say that I have put in over 200 hours planning for one very special week. For many of the family members, this is their first time to WDW, and I wanted it to truly be magical. I will not go into the planning details, but suffice it to say that Disney really threw me a curve when they canceled the extra magic hours for Sunday night and also for AK for Monday. I was very angry to learn of these changes after doing everything that Disney recommended -- Disney Dining plan with advanced reservations, Fast passes made at 59 days 23 hours and 59 minutes, etc, etc. When I initially sent my email, I immediately got a computer generated response stating that Disney would look into my situation and get back to me within 5 business days. I was greatly disappointed when 5 days grew into 2 weeks, and I had not heard anything --- until today.
A customer service specialist called to say that Disney was very sorry for the policy change. He agreed with me wholeheartedly, and did not blame me for being upset. He explained that sometimes one side of the company makes a decision that seems like a good policy, but they forget to coordinate the impact of the decision from a different side of the company.
We had a very nice chat. He asked me what he could do to make my upcoming vacation special. I told him that I really didn't need anything (I really have planned a tremendous vacation for my family -- filled with a myriad amount of surprises). I explained that just his calling to apologize restored my faith in Disney as a company. He stated that he would call the Kidani Village and ask them to have something nice in the room for when we arrive. He also asked if anyone was celebrating anything special while we are down at WDW. I responded that one of our princesses was turning 9 while we are in Orlando. I asked him not to do too much because that may cause more problems with the other princesses on the trip. He asked who her favorite princess was (it happens to be Belle). He said he thought he could get Belle to autograph a picture with a happy birthday wish personalized for her.
Disney is an amazing company. Up is still up; the Lord is in his heaven; and faith, trust, and pixie dust are very much alive and at play in the most magical of places.

 

[Tonka's Skipper]

I am glad they squared everything away for you and the family.

What many people forget is that WDW is a massive daily operation and yes, sometimes the left hand doesn't know what the right hand is doing!

Not to mention it is some much more fun for some folks to just complain.

Yet Disney usually steps up to the plate and make things right in the end!

Have a great vacation!

AKK

 

[Tpiejg]

Thank just leaves me smiling! Have a great trip!

 

[MaryKatesMom]

Terrific! I'm so happy they acknowledged your problem.

Planning a WDW vacation can take a great deal time and energy. It is an investment. I've planned two trips with extended family and juggling everyone isn't easy. I hope everyone is listening to your advice.

 

[dawgsgirl]

So glad they treated you right. I got a phone call in response to the same complaint. It was not a magical call and left me very frustrated with Disney. All I got was there was nothing that she could do along with continued repeats of the official policy on EMH.

 

[mom2rtk]

It sounds like you had a great customer service person on the phone. I'm glad you felt heard (which is sometimes all it takes) and that they tried to make things right.

However........ I think their excuse was quite lame. It's not rocket science for ALL sides of a company to know that changing EMH hours so close to the date of travel for many would cause problems. But I'm pretty sure they didn't have anything else they could share on the matter, so they went with that.

 

[csmith041177]

Thank you for sharing that. I am glad they reached out to you.

 

[maddiebee]

So glad they treated you right. I got a phone call in response to the same complaint. It was not a magical call and left me very frustrated with Disney. All I got was there was nothing that she could do along with continued repeats of the official policy on EMH.

I had the same kind of thing happen. I had actually written an email about the wilderness lodge construction and a separate one about the EMH changing. The CM had called about the WL email and I told her I had written another and she found it. She honestly seemed a little flustered and said that they had been very busy and apologized for how long it took to get back to me on both accounts. It was a pleasant enough phone call but frustrating to not have any kind of explanation. At least now they know!

I'm so glad you had a good call OP! I hope you guys have an awesome trip!

 

[BuzzinDownToDisney]

It's nice they personally reached out to acknowledge they were screwing you.

 

[NaughtyQueen]

16 people! Wow! It's hard enough to plan for 2! You should do a trip report. Would love to read how all your plans come together!

Glad Disney restored your faith.

 

[dawgsgirl]

It's nice they personally reached out to acknowledge they were screwing you.

Love it!!!

 

[mom2rtk]

It's nice they personally reached out to acknowledge they were screwing you.

I apparently wasted too many words in my response. You have done it so succinctly!

 

[TravelingCoopers]

Glad to hear your faith in Disney has been restored! I'm impressed that they actually bothered to phone you and make it up to your family - it's that kind of thing that will keep people going back to their resorts.

 

[Happyjen27]

Thank you for sharing! I hope you have a magical trip!

 

[Dan Murphy]

Thanks, J&M. Very nice.

 

[darkpixie08]

I would love to know what little surprises you have in store for everyone! I'm planning a trip for 9 people, and it's rough. I can't imagine trying to corral 16!

 

[twolittletinkerbells]

I am planning for 11, with ages from 2 through 22 for the young and several 40-50 crowd. Tough doesnt begin to describe it.

Oh, and sorry we got ....

 

[OfTheWind]

It's nice they personally reached out to acknowledge they were screwing you.

Pretty much.

 

[katt789]

very glad that Disney was able to fix things for you! That does restore faith!

 

[dreamit]

I'm happy to hear that Disney reached out to you. Also, props to you on the planning! I can't imagine the coordination that goes in to planning a trip for that many people. My head is spinning on a daily basis planning a trip for three.