Disney Lost My Fast Pass Reservation!

[princessyinky]

{FLAME PROOF CAPE FROM DRAWER TO SHOULDERS}
1) Folks, this is a new system, and there will be bugs.
2) Unfortunately, when FP's are gone, the capacity cannot be overridden (like with dining ADR's) *
3) Just go-with-the-flow.
4) After all, if one missed FP ruins the vacation, you might be better off at the beach.
5) Of course, then it might rain.

* ADR's can be overridden and extra people/tables scheduled, even if sold out.
The only exceptions are HDDR, BBQ, Luau, V&A, where capacity is truly limited.
{FLAME PROOF CAPE BACK TO DRAWER}

As I said before, I booked my Fastpass on the first day it was available for Mine Train. When I booked Fastpasses were available and I had one. I am not just trying to book something that has already reached capacity. The system failed on a product that I have paid for. One missed Fastpass is just as unacceptable to me as one missed payment would be to Disney.

 

[KatieCharlotte]

{FLAME PROOF CAPE FROM DRAWER TO SHOULDERS}
1) Folks, this is a new system, and there will be bugs.
2) Unfortunately, when FP's are gone, the capacity cannot be overridden (like with dining ADR's) *
3) Just go-with-the-flow.
4) After all, if one missed FP ruins the vacation, you might be better off at the beach.
5) Of course, then it might rain.

* ADR's can be overridden and extra people/tables scheduled, even if sold out.
The only exceptions are HDDR, BBQ, Luau, V&A, where capacity is truly limited.
{FLAME PROOF CAPE BACK TO DRAWER}

There is always something they can do about their technical failure. They have all-attraction fastpasses that can be provided to a guest on check in or at guest services, if they truly can't override the system and rebook the FP+. I could understand not helping someone who shows up at A&E or 7DMT and claims for the first time that Disney "lost" their FP+, but guests who report a problem ahead of time should be given the benefit of the doubt.

There's a big difference between going with the flow when things out of anyone's control happen, like rain, and not caring if a company makes you whole when they make a mistake.

 

[jahber]

{FLAME PROOF CAPE FROM DRAWER TO SHOULDERS} 1) Folks, this is a new system, and there will be bugs. 2) Unfortunately, when FP's are gone, the capacity cannot be overridden (like with dining ADR's) * 3) Just go-with-the-flow. 4) After all, if one missed FP ruins the vacation, you might be better off at the beach. 5) Of course, then it might rain. * ADR's can be overridden and extra people/tables scheduled, even if sold out. The only exceptions are HDDR, BBQ, Luau, V&A, where capacity is truly limited. {FLAME PROOF CAPE BACK TO DRAWER}

Ok, operating on the assumption that this is still a test...what kind of company institutes a test without a contingency plan? They literally threw out the old system, lock, stock, and barrel, forcing us to play by their new rules. And when we do--and the system fails on THEIR end--we still manage to get the blame because we complain too much and our expectations are too high. I wonder when we are going to be "allowed" to complain about a system that doesn't work and whose mistakes apparently can't be corrected.

 

[houseofduck]

{FLAME PROOF CAPE FROM DRAWER TO SHOULDERS}
1) Folks, this is a new system, and there will be bugs.
2) Unfortunately, when FP's are gone, the capacity cannot be overridden (like with dining ADR's) *
3) Just go-with-the-flow.
4) After all, if one missed FP ruins the vacation, you might be better off at the beach.
5) Of course, then it might rain.

* ADR's can be overridden and extra people/tables scheduled, even if sold out.
The only exceptions are HDDR, BBQ, Luau, V&A, where capacity is truly limited.
{FLAME PROOF CAPE BACK TO DRAWER}

I don't think anyone here claimed that losing one FP ruined their vacation. The OP hasn't even gone on the vacation yet. I did say that it left me with negative feelings about the experience and it did. But, it did not ruin my entire vacation.

The main reason I posted to this thread and created my original thread when I had my problem was to warn others that this might happen and what to expect when it does happen. In my case, I figured out how it happened and warned people not to do the same thing. In this case, I wanted people to know the responses I received when I attempted to get the problem fixed. Maybe they will be better prepared than I was.

There is always something they can do about their technical failure. They have all-attraction fastpasses that can be provided to a guest on check in or at guest services, if they truly can't override the system and rebook the FP+. I could understand not helping someone who shows up at A&E or 7DMT and claims for the first time that Disney "lost" their FP+, but guests who report a problem ahead of time should be given the benefit of the doubt.

There's a big difference between going with the flow when things out of anyone's control happen, like rain, and not caring if a company makes you whole when they make a mistake.

I was told that they couldn't do anything for A&E. I think that it is the only attraction where they can't or won't do an override, even when it was their technical failure. It might be true for the mine train also. It seems to be what tech support is telling the OP. Disney really should have a plan for when this happens at ALL attractions.

 

[kmb584]

Hopefully having our 7 out of 9 for the same time will get us on. The time for the other 2 are hours from the original 7. )

I wouldn't count on it. Earlier this month we witnessed (on 3 different occasions) people being turned away even if the rest of their party had a valid FP+ at that time ("come back in 7 minutes", "you have 25 minutes until you can use your FP", and "your FP isn't valid for another 4 hours").

 

[KatieCharlotte]

I was told that they couldn't do anything for A&E. I think that it is the only attraction where they can't or won't do an override, even when it was their technical failure. It might be true for the mine train also. It seems to be what tech support is telling the OP. Disney really should have a plan for when this happens at ALL attractions.

It's their system, so they certainly could make it possible to do an override or give out passes that don't exclude any attractions. I believe they choose not to because some people will lie to get the most difficult to get fastpasses. But, like I said, when they know that technical problems really are common, they can't treat every guest as if they are lying, especially when the guest contacts them before the park day at issue and they can go into the system and see that the guest does not have their max number of FP+ for that day.

It shows how inconsistent Disney customer service is. I witnessed a CM giving pixie dust to a family who was actually creatively "scamming" extra FP+. Not by claiming a FP+ was lost, but I'm not revealing their scheme and encouraging others to use it. Their kid was so adorable and they were so happy that I didn't mind at all, but it's annoying that people who do everything right can end up with poor customer service.

 

[mom2mickeyfan]

Maybe they'll be that cavalier when I lose my reminder note to make the last payment on my vacation? For some reason THAT part of their IT structure never seems to fail. I wonder why that is.

I also never have any problems with their shopping site when I want to purchase something. I'm always able to sign right in with no hang ups.

 

[PEC]

If Disney's going to set up a system that requires advance planning to avoid a 4 hour wait (as in the case here with A/E) then they DARN well better be able to honor what I set up in that advance plan.

Maybe they'll be that cavalier when I lose my reminder note to make the last payment on my vacation? For some reason THAT part of their IT structure never seems to fail. I wonder why that is.

I agree with Rusty on some stuff but not on this. IF there is going to be bugs then there has to be a system to prove the customer right. Especially if expecting bugs. Look I can go with the flow fairly easily on vacations, but to lose what I had plan 60 days out? Don't think so. Now would I still find plenty to do at MK? Sure. But I would not be happy on this issue.

 

[princessyinky]

Good News!

I went on MDE today and I was able to book Fastpass times for me and my boyfriend for our Magic Kingdom day. I saw several times available for June 13th.......I hope these Fastpasses stay put.

I am a little concerned that the app is still showing Peter Pan as a 4th pass, but I don't believe calling Disney is a good idea....based on my previous experiences.

 

[houseofduck]

I am happy to hear that it worked out for you.

Sometimes, when you change fastpasses, the old ones will still appear in your plans/itinerary, but they really aren't there. If you go to change the fastpasses (which I don't recommend after your recent experience!), you will see the actual fastpasses and times.

Enjoy your trip!

 

[DisneyWisher]

If it's a super popular ride or meet and greet don't expect them allow those without FPs to get on. For A&E there was a family of 4 in front of us dad, mom, and 2 daughters, dad's FP was not working and they refused him admittance. He only wanted to see his daughter with A&E and they still said no. Very sad. But it didn't seem to ruin their trip. FYI he showed them on his iPad but they said they no longer accept that. People must have ruined that for others.
I was so worried that the system would lose ours I refused to adjust our other 2 FPs until we used them. Going in Sept with one of my other daughters and my 16 month old granddaughter loves Frozen, so my daughter wants to do the meet and greet. I work early the day we can book FPs. She was going to book them but I'll probably just stay up or set my alarm and do it myself.

 

[MOM POPPINS]

Just back.. We went to Guest Relations and although it was tough they did give us a yellow sheet for 2 of our family members which their time on Mine Train... did not match the other 7 family members..

At first it was all I can do is check the inventory.. I explained I had been doing that for a month... she relented and went to the back to get approval and gave us the yellow ship... it may have been easier just to go straight to the mine train with 7 of us having the same time and the other 2 not having the same time.. I think they would have let them on but didn't want to risk it so got the slip.