disney will not honour canadian at par!!

[caspertwo]

Today has been a real eye opening experience. THis morning we were supposed to fly out on our Dream maker package the good old Canadian at par. Unfortunately my 7 year old daughter was rushed to emergency early sunday morning with an ear drum ready to burst . Needless to day we were not able to fly. Thankfully we had purchased the travel insurance so we are covered. To top things off I ended up with a sinus infection and my three yr old we are watching her ears as well. Anyways we called our travel agent and told her the bad new and she informed Air Canada vacations who we purchased our package thru and our insurance company to cancel. That was the easy part now starts the nightmare. The insurance company was willing to transfer our package to another date .. no problem if ACV was willling to rebook . ACV called down to Disney and Disney Refused to Honour our Canadian at par. WE were told we would have to go thru the insurance and rebook at US prices!!!
I called Disney this morning and was told by Disney Travel that they do not negotiate with Travel agents! I would have to arrange a 3 way call between myself and Disney and ACV to discuss the situation. WHen I talked to disney they were more than willing To change my dates until they heard that I had purchased thru a travel agency. SO much for their advertisement book thru disney OR travel agent. SO right now as it stands,ACV has made a call to Disney pleading our case and it is up to Disney to honour our package. When I called ACV about my ultimate hopper passes and that I should be entitled to those still at par as they have no expiry date I was told that that was not possible because it was a package deal. SO if I want to rebook It will cost me and extra $ 2000.00 because now I would be purchasing my trip in US FUNDs. I am heart sick and so disillusioned and my 2 girls are heart broken. How do you tell a 3yr and 7yr old they cant go to Disney because Disney wont honour our tickets. SO if you have purchased your dream maker package thru a travel agent and for unforseeable problem have to cancel make sure youhave your insurance because that is all you will have at the endof it . Also When I purchase d my package I was told to get a preferred room whichis only $10.00 US a night . When I called ACV I was told it was going to cost me and extra $1500.00 for something I could have got thru Disney for $70.00. When I called Disney about this I was told to call guest services the day before we travelled to let them know we would like to have a preferred roomand that they would be able to ungrade us when we arrived .
Disney cannot make any changes to a Travel agency booking .
so buyer beware!!!

caspertwo

 

[maryliz]

So sorry to hear about this nightmare you are experiencing, and especially sorry to hear about the illnesses. I once took my 2 yr old dd with a double-ear infection, and me with a chest/sinus infection at the same time. While the drive down was brutal, we both miraculously started feeling a lot better when we got there. Had to be the "magic" -- and maybe the antibiotics

Keep us posted on the outcome.

 

[Mortlives]

Does your insurance cover a cash refund? If it does, then could you not rebook your Cdn@par yourself? That might be the way to go. Obviously you can't travel if it's going to cost you an extra 2Gs, and I've never heard of insurance that insists you pay a premium to rebook. Actually, just changing dates never used to be a problem (maybe a small rebooking fee), or are you not able to travel during Cdn@par dates now?

Good luck.

Mort.

 

[caspertwo]

THe insurance company will give me a cash refund. which is what Air Canada Vacation is making me fine a claim. They were originally going to let us rebook at at later date. IT is Disney who would not allow this. originally. I can rebook myself but I lose Canadian at par because I would have had to do it before Jan 26th , which of course was hard to do considering that my trip didnt leave until February 10th. Even if I am willing to go during the dates of Canadian at Par I am no longer entitled to it even though I already purchased a package. It makes no sence. It is ACV who is going to charge me an extra $2000.00 if we want to rebook when we can fly... THis is so disheartening!!

 

[Mortlives]

That is weird.

I was in almost the same position last year, leaving Feb 1, DS broke his leg Jan 29, couldn't get medical clearance to fly within the 3 day window. Difference was, we had no trip insurance, and no Cdn @ par. We did have a TA who was as useful as mammaries on a bull, but I let her deal with her friend at the airline, and we dealt with Disney. My guess is that WDW wants you to go, so maybe try asking for a supervisor? I would guess Disney doesn't negotiate with TAs because they have to pay a commission to TAs, so it costs them more.

Perhaps a cheaper resort? Maybe inquire about AP discounts -- you would only need to buy one.

Best wishes for a speedy recovery for you and yours,
Mort.

 

[damo]

I'd be ready to kill somebody. Does it say somewhere that they will not honour in case of medical emergencies? Have you thought of contacting someone at the Hamilton Spectator or television station to see what their ombudsman can dig up? Neither Disney nor the travel agencies would like the negative publicity.

I'd get a cash refund and go to Universal Studios instead.

Put this post on the community board and see if someone over there has some advice.

 

[FatCow]

That's strange, I booked my Canadian-at-par package from a travel agent.

Even in the ads it says "call Disney or your travel agent to book you vacation"

 

[Yzma and Kronk]

caspertwo - so sorry to hear of your situation.

After reading your post over at the Family Board, I thought I'd try to help through my experience.

I'm sure it's not that Disney doesn't negotiate with Travel Agents, it's that your Agent booked it through a wholesaler - ACV. Disney therefore has to deal directly with the "party" who originally booked it - ACV.

I would throughly check your Insurance policy to see what happens under the circumstance of if you cannot travel. Is it a re-book situation, or cash refund on price you paid? Is there anything else in the fine print?

It comes down to the chain of command. The Insurance company pays you the amount for your original trip (they are paying out on something - which Insurance companies don't like to do). Because the price has gone up, when ACV re-books for your new dates, Disney charges them the going rate. (therefore, ACV would have to pay the extra) So they pass it to the TA - who has to advise you that there will be a extra charge (in your case - a huge extra charge) So someone takes the hit for the extra dollars, somewhere.

Having said that - because you still want go, you need to plead your case to someone who can make "exceptions" in extra ordinary circumstances. Finding that someone may be the hard part!

Since you have booked it with a Travel Agent - I would try to get the TA (or Office Manager) to call a Supervisor, Manager or Sales Rep for ACV to explain your case. If ACV is willing to plead your case to Disney - I cannot see where Disney would have a problem. It was your choice to book it through a TA - IMO the TA should do all possible on your behalf (as they are your agent - you paid them to do this) Since your agent didn't make the original booking they unforunately cannot go straight to Disney. However, there may be a Canadian Disney Rep who they may have met at some sort of training or presentation that they can contact?? If this person can contact someone at ACV, who knows (it's all about who you know....isn't it!!)

I'm sure Disney would want you to go on your trip (as they have rec'd your $$ for your original trip), so as I see it it comes down to following the chain and get someone at Disney to allow ACV to rebook at the same price you paid. You still may not get the answer you'd like, but at least you've exhausted all possibilities.

Take a deep breath!

Try to remain calm and as unemotional as you can. Call your TA and make it clear as to what you want and be willing to make some compromises if needed (Mortlives had some good suggestions)
You will need to negotiate. Make sure you take really good notes, names, etc. And go for it!

I hope this helps - I used to deal with this kind of situation in a previous life - and as my tag says.....I can't help myself to chime in on your problem

Best of luck - much pixie dust - and hopefully you'll be at WDW soon!

 

[caspertwo]

Thanks you for all the wonderful suggestions. I have been in contact with my travel agent and her boss and I have written a letter to ACV requesting answers and explanations. I went thru a travel agent here so that I would not have to pay for my flight in US funds. The advertisements said call Disney OR your travel agent. I had called down to Disney after I had trouble with the preferred room and was told by an agent there that they did not book air travel from Canada. They booked the hotel and hopper packages only. Yet when I called Disney again the other morning I was told that they did do flights as well, which totally contradicts what the other agent said.

Anyways the battle rages on ... I have to wait for a reply from ACV and I have said if they do not answer my questions then they can answer them thru the media becasue I will not hesitate to tell my story.

All I know is that I have been told That Disney will not honour our package. My husband and I are so disillusioned with Disney and Air Canada right now. He wouldnt let me buy anything Disney and he turns off the TV when their commercials are on.. It is my daughters that I feel sad for . THey were so excited!!

Thanks again for all the great suggestions
I will keep you posted as to what happens

CherylAnn

 

[DSNY FN]

Sorry about your luck and you may not want to hear this but and this is a big but here. Disney is still a business and as it is said with business you start to make acceptions for one you have to make them for all no matter what the situation is and before you know it you are losing money and no longer in business. I haveing read the story would have the problem with the TA having told you Disney didn't do flights I would have called on my own to find that out as it is a blatant lie ie kinda like a breach of contract so to speak or falsifying info to enter into a contract. Mind you the old adage goes buyer beware I would also call the BBB on the TA and see how quickly they move to help you out and on ACV sorry for this side of the fence view but it still is after all business first and foremost.
Ps you may want to check out the DVC rental board and rent points from an owner you will get an upscale resort on property for basically what you paid for this current vacation.