DIsney Screwed Up My FP+ - Need to Vent

[Roy Disney]

So, this morning was the day I was allowed to make my FP+ selections.
My wife and I are going for 7 nights and our friends are going for the first 2 nights.

I was on the phone with my friend at 6:50 AM ready to make FPs.
She was going to make it for the 4 of us for the second day while I was making it for the first day and for the remaining days of our trip.
We are only going to HS one day and we want to go on Slinky.

7:00 AM cones and neither of us can get in to make a FP.
7:01, 7:02...7:05 and still will not allow us to make a FP.
My friend calls Disney and is on hold until 7:10.
Castmember gets on the phone and my friend explains that we aren't allowed to make FP.
After 5 mins she says that there is some kind of error with my wife's ticket that is causing the problem.
I booked these reservations 8 months ago and we purchased a Magic Your Way Package with the Dinning package.
Castmember says she fixed the problem and we should be able to make FPs now.
It's now 7:25 AM.

My friend is able to make them but not for the times we wanted, only later FPs are available.
I check for FP+5 for Slinky Dog and there's nothing available !
I'm so pissed at this point.
I call Disney and get transferred 3 or 4 times to different depts.
One CM gets on says it wasn't there fault.
I told her because of an error on Disney's side it prevented me from making FP until 7:25AM.
She then said I had no proof ! That was the wrong thing to say.
I told her my friend was on the phone with a CM who said it was a mistake on their side and fixed the problem.
After taking to 4 CMs I still was not able to get a FP for Slinky. they all said there's nothing they can do.

I've been going to Disney World since 1971.
This was the worst Disney experience I've ever had.

 

[SaintsManiac]

This has been a bad year for Disney IT. I'm sorry this happened to you.

In March I was up at 5am central to make ADRs. I couldn't make them for my entire stay. Waste of time.

July 3rd the FP system went down 2 minutes after my window opened. Took 3 hours for me to make 8 days of FP.

 

[katmatry]

I'm sorry that you got a rude cast member and that there was a screw up with your ticket. Unfortunately even if you were able to book at 7am your chance of getting SDD was slim to none on day 2. I made our FP+ at 60 days out for our September trip and couldn't get SDD for a party of 4 till day 4 at 4pm. It's a very popular ride right now.

 

[Roy Disney]

I'm sorry that you got a rude cast member and that there was a screw up with your ticket. Unfortunately even if you were able to book at 7am your chance of getting SDD was slim to none on day 2. I made our FP+ at 60 days out for our September trip and couldn't get SDD for a party of 4 till day 4 at 4pm. It's a very popular ride right now.

It’s not day 2 it’s day 5 and it was available that day, my friend tried removing my wife from the party and it came up as available.
She didn’t book it because my wife wasn’t in the FP party.

 

[rentayenta]

I am so sorry OP. I understand your frustration. Making FPs is a huge part of the planning.

 

[mom2rtk]

I'm sorry OP. I'd be livid too. Whoever thought it was a good idea to run ride access through what everyone knows is a sub-par IT system should be fired.

 

[tsme]

Sorry you’ve had so much trouble. It seems to be a running theme lately. On our FP day the site went down for 30 min with a phone wait time of 90min, then when it came back up, it was glitchy. So that was stressful & caused us not to get everything exactly like we wanted. And now the website has shown no magic band for me, I called & got it fixed, & this morning my DH isn’t showing a magic band & not showing his AP. It’s ridiculous. I’m going to wait til tomorrow to see if it shows back up. If not I’ll be calling again. Totally ridiculous.

 

[DisneyWishes14]

They have proof that you called. They can certainly go into your MDE and see the history. I understand your frustration. Were you able to get any TSL FP+ for that day? If so, I would just go in periodically and see if you can modify the FP+. Even try 1 or 2 people at a time. If you can find overlapping, individual times, you can make it work. I know, what a pain! Only other advice is to go to SDD right at RD.

 

[Roy Disney]

They have proof that you called. They can certainly go into your MDE and see the history. I understand your frustration. Were you able to get any TSL FP+ for that day? If so, I would just go in periodically and see if you can modify the FP+. Even try 1 or 2 people at a time. If you can find overlapping, individual times, you can make it work. I know, what a pain! Only other advice is to go to SDD right at RD.

I know they have proof. This one CM was nasty! I was transferred to her and she came on the phone with an attitude.
Thanks but we have bf reservations that morning so we can’t do rope drop.
AS and TSM are available but we’ve done TSM many times and AS looks like a kiddie ride.

 

[nicolem]

I feel your frustration! Today was our FP+ booking day too. I was up and online at 6am (central time) to book (for just two of us) and I didn't have any IT problems - but all the SDD FPs were gone for all four days.

 

[ktlm]

I had a horrible time trying to book our FPs this week. I had everything up on my computer, no problem and the minute the time rolled over everything crashed and I kept getting Stitch. I wound up trying on 2 different browsers on the computer and the app on my phone repeatedly until 7 minutes later when I was finally able to get it to go through and snag FOP. It crashed again after that and then it continued to crash off and on. I sporadically would get either my phone or computer to work. The worst was when it would come up with the time I wanted and then crash as I was trying to book it. I spent 45 minutes trying before I gave up to get ready for work, and didn't even have half of our FPs booked by then. It was so stressful and frustrating. About an hour and a half after booking opened right before I left for work, I tried again and it was working much better. Two hours after booking opening when I tried from work, it was fine- I couldn't get all the times I wanted anymore, but at least I could get them booked. Clearly the system can not handle the morning load. Ridiculous.

 

[tjmw2727]

Sorry OP - making FP+ lately has been frustrating for many of us.

It’s not day 2 it’s day 5 and it was available that day, my friend tried removing my wife from the party and it came up as available.
She didn’t book it because my wife wasn’t in the FP party.

Just for those who may be in a situation like this - book what you can when you can! You may then be able to copy the fp+ to the missing guest, book an overlapping time for 1 and even opens the possibility that guest relations could add just one guest rather than making a new fp+ for a larger party.

 

[DSLRuser]

Castmember gets on the phone and my friend explains that we aren't allowed to make FP.
After 5 mins she says that there is some kind of error with my wife's ticket that is causing the problem.
.

Random errors don't happen. Something was done incorrectly. My guess is the ticket your friend bought wasn't attached to the account correctly. You have to check and check days in advance to be sure everything is set up.

Even then....some times things happen. Lesson learned. I sucks, but you can't expect disney to restart the clock for you.

 

[MomOTwins]

I feel your frustration! Today was our FP+ booking day too. I was up and online at 6am (central time) to book (for just two of us) and I didn't have any IT problems - but all the SDD FPs were gone for all four days.

I think this is the real issue; even if you had signed on right at 7am, there is no guarantee that SDD would have been available for your full party at +5, and that you would have been able to book it before another person who also logged in at 7am snagged it. Also, frankly, these kinds of technology glitches are so common now that they would have to double the amount of FPs for the ride if they had to give one to everyone who was unable to log in right at 7am. I know I wasn't -- stitch and olaf kept visiting the page until about 7:10...

 

[DCLPrincess]

They need to upgrade their computer servers to handle the extra traffic. The site crashes every morning and causes guest frustration.

 

[TiggerBouncy]

I am very sorry this happened to you. Especially that you had a rude CM.

When they did the early morning preview of Toy Story in September for AP holders, I tried to get in and I had a time and clicked reserve and it crashed. I tried another browser and it crashed over there. Then I tried it on my phone and it told me that I was already booked (I was not). They never recorded it. I tried to go back in and it told me the were sold out.

I called to complain to their IT department, got bounced around a bunch of different times to different people. Had one horrible CM tell me that "systems fail. That's life. They don't plan for it, and it sucks when it happens. I was the unlucky winner".

I told him that what I really wanted wasn't tickets because I knew they couldn't do that. What I wanted was to not get a text book answer, but to have someone actually report to their management that these system malfunctions really upset people. Does the management even know how bad it is? Why would marketing send out emails to people after the event was sold out (that was another related issue). Why say it was only selected people, but within 10 minutes the link was all over the web and everyone who wasn't invited for the tickets? Basically Disney totally dropped the ball. He told me that he would add that he got another call. I.E. it's just another tic on a spreadsheet that someone called.

I asked if I could speak to a manager or if one was not available, could I get a call back. He told me that basically no one cared and there would not be any returned calls.

I mean he was honest.... but WOW.

So to the OP.... I feel ya. This was only a few weeks ago. So yeah... I feel ya. I'm sorry. Disney needs to clean up their IT act big time.

 

[Roy Disney]

I could understand more if it was a system issue that everyone was experiencing but it wasn’t.
My wife’s ticket was set up incorrectly by Disney. I booked a MYW package plus dinning with 6 day passes. I was listed as having a 6 day pass but my wife was not. That was the issue. She was not allowed to make FPs because according to MDE website she did not have a ticket.
Disney should have some kind of check in place to catch this before you try to make FP.
To everyone saying I probably wouldn’t have gotten a FP for Slinky, as I said my friend checked and it was available for that day (+5). She had to remove wy wife from the party to check.

 

[Roy Disney]

I am very sorry this happened to you. Especially that you had a rude CM.

When they did the early morning preview of Toy Story in September for AP holders, I tried to get in and I had a time and clicked reserve and it crashed. I tried another browser and it crashed over there. Then I tried it on my phone and it told me that I was already booked (I was not). They never recorded it. I tried to go back in and it told me the were sold out.

I called to complain to their IT department, got bounced around a bunch of different times to different people. Had one horrible CM tell me that "systems fail. That's life. They don't plan for it, and it sucks when it happens. I was the unlucky winner".

I told him that what I really wanted wasn't tickets because I knew they couldn't do that. What I wanted was to not get a text book answer, but to have someone actually report to their management that these system malfunctions really upset people. Does the management even know how bad it is? Why would marketing send out emails to people after the event was sold out (that was another related issue). Why say it was only selected people, but within 10 minutes the link was all over the web and everyone who wasn't invited for the tickets? Basically Disney totally dropped the ball. He told me that he would add that he got another call. I.E. it's just another tic on a spreadsheet that someone called.

I asked if I could speak to a manager or if one was not available, could I get a call back. He told me that basically no one cared and there would not be any returned calls.

I mean he was honest.... but WOW.

So to the OP.... I feel ya. This was only a few weeks ago. So yeah... I feel ya. I'm sorry. Disney needs to clean up their IT act big time.

All the CMs said there was nothing they could do at this point but the one CM was so nasty. She didn’t give me a chance to explain what happened. She just said it wasn’t their fault and I had no proof that it was. That really ticked me off and I let her have it.

 

[TiggerBouncy]

All the CMs said there was nothing they could do at this point but the one CM was so nasty. She didn’t give me a chance to explain what happened. She just said it wasn’t their fault and I had no proof that it was. That really ticked me off and I let her have it.

Yup. I completely sympathize. Although I would argue that there isn't anything they can do. I don't know the FP+ system, but surely they can add a FP? In my case, they couldn't sell more tickets (technically they were free, but there was a park capacity). However in your case I know FP's are held in reserve.

But yeah..... even if they can't do anything, it's the rudeness and lack of compassion that bothers me. That's where I think Disney has to do some work. I am not speaking just as a customer, but also as a DVC Member, AP Holder and Stock Holder. As a stock holder, I would be willing to take the .000001 cost to my shareholder dividends for them to invest in a little compassion.

All I can tell you is that some CM's out there REALLY DO CARE. They are perhaps more rare these days, but they do exist. I'm sorry you didn't get a good resolution, but I hope that some magic will find its way to you on your upcoming trip.

 

[goofy4prez]

This has been a bad year for Disney IT. I'm sorry this happened to you.

In March I was up at 5am central to make ADRs. I couldn't make them for my entire stay. Waste of time.

July 3rd the FP system went down 2 minutes after my window opened. Took 3 hours for me to make 8 days of FP.

I love Disney, but I must say that every year is a bad year for Disney IT. There's virtually not a year goes by with one of my bookings, ADR's or FP's that there is not some kind of online problem.