Disney's left me in tears...

[bkellar]

OK, I can truly say I never thought Of say this . ...Disney has me in tears.

Long story short , I have a little foster girl friend who has had a rough year with health problems. Being a person who in a good year is in the hospital a week or two , a bad year, 6 months (heart), I can somewhat relate.

So, my father and I decided to try to make a Disney Vacation happen. We found a date that would allow us to spend literally a day and a half (arriving Monday at 5 pm, flying out Wednesday at 7 am), which isn't long, but would be magical for her. I called Disney , and they found us a room and a package. I was nervous because it was only 17 days away , but Disney said they would allow me to put a deposit down, and then pay the rest in 7 days (which allowed me to pay for airfare that day, which probably saved me $200--so I upgraded the dining plan).

About 45 min ago, a very loud and brash woman who said she was from guest services said she needed my credit card for a payment right now, that is I didn't pay the whole balance by noon tomorrow, my trip was going to be cancelled .

I calmly explained that I had an arrangement for Monday , and she said that they were upgrading their computer system , and any reservations with only partial payments were going to be dumped, and that I was lucky she was calling me at all. She was very argumentative and rude--when air asked for a supervisor , she said there wasn't one....when I asked for guest services , shetc said she was guest services (even though she sounded nothing like any guest service person I've ever talked to).

She went on to say that there were over 200 people they are calling today to get full payment from before the computer dumps them tomorrow . I said that this sounds like a hoax or a scam....that Disney didn't talk like that, and that if they dumped 200 families vacations because they couldn't finish paying in 24 hours there would be a huge problem, and she said fine, she would prove it by leaving it and my vacation could just disappear . I told her the truth...that if I could , I would pay it right now, but that I won't have it before Monday. She said that she could switch it to room only (losing fast passes and dining plan), and I wouldn't have to pay as much, and when I said I needed everything together, that was why I booked it that way, she said , "you originally said you were just worried about the room....now you're changing your story"

I hate confrontation , and by now I'm literally bawling . ...I wouldn't care so much, but this wasn't my trip....I've already told the little girl, and she is so excited , and so happy....

I tried to explain to the lady that to us, the trip worked because of the room, the meals, and the tickets...that if I had wanted a room only, I would have booked that to begin with . ....she said, well, they never should have set up a payment plan for this anyway (since it is under 30 days)--that it was against the law (her words) for Disney to take partial payment....I said the only reason I did it that way was because I asked and Disney said no problem .

...I am literally 4 days from paying my final payment , and they're going to cancel everything ? what am I going to do? this little girl is going to be so sad....this seems like a bad dream

This is not the Disney I know and love....

 

[JediBonas]

That sounds like a total scam. I don't believe for a second that was Disney, sounds like a scammer hoping to get your credit card info.

 

[cassie58]

I would call the regular Disney number and speak to someone. That sounds very irregular. I would not trust anyone calling me and telling me I had to make immediate payment on anything. The way she talked, and how you couldn't get a supervisor, and saying things like against the law, sounds fishy to me. It seems a lot like the IRS scam that has gone around. Give the Disney rep your reservation number, and explain that someone called asking for this to see if there is any validity, because it sounds like a scam, and if it is they need to be aware it is happening. If for some reason they still say that you need to pay, explain the arrangement and who you spoke to (if you know) or day and time. They should honor it if someone made that offer, and if not ask for a supervisor.

 

[SaintsManiac]

I hope you hung up and called Disney right back and spoke to a real CM. Sounds like someone is trying to scam you.

 

[bumbershoot]

That sounds like a total scam. I don't believe for a second that was Disney, sounds like a scammer hoping to get your credit card info.

True.

BUT I have never heard of Disney allowing 7 days to pay off a last minute package like that. I would call Disney directly and talk to them about your package.

 

[5DisneyNuts]

I would absolutely call back the regular number and ask for Guest Relations. If this is a scam, they need to know and if it isn't the person you spoke to needs to be reported.

Good luck, I hope it all works out for you!

 

[Hopefully]

Call and speak to someone

 

[roller99]

That sounds like a total scam. I don't believe for a second that was Disney, sounds like a scammer hoping to get your credit card info.

Agreed. I would call back Disney Customer Service and ask them about it.

 

[xlsm]

I agree that you should call and speak to someone. Disney is updating their reservation system, there is a notice up on their website, but I can't imagine they would have someone call and behave like that. And if they DID have someone call legitimately and speak to you in that way, they should be reported. That is not how CMs are trained to behave.

Good luck! Fingers crossed for you that everything works out

 

[tobikaye]

WDW is likely doing an update on 11/18 and 11/19 as there room reservation site will be down according to their website. It is possible that the CM you originally spoke with did not know about this outage and issues it would cause.

I would call back to WDW and check to see what the status of unpaid packages. If the call was in fact true, I would ask to speak to a supervisor and let them know you were not happy with the attitude of the CM that called you. Also, they may be able to find a way to make your reservations stick, if for some reason this was a true issue.

If this is a true issue, then they may be able to come up with a way to make it work for you still.

 

[HarleenQ]

I'm going to go against the grain here.

I don't think this was a scam - highly inappropriate behavior, yes - but not a scam. I don't think it's likely that a scam group would know your reservation details in the manner this person did. They typically try and get people to book fresh because they can't see into Disney's systems. The likelihood that a scammer knew your number AND that you had a reservation with Disney AND some of the details seems highly unlikely to me.

I'll agree with Bumber, that I've never heard of them allowing people to pay off that close to the date of arrival. It sounds like the booking agent made it seem like it would be okay, against policy, and now GR is doing PIF calls (which they DO do close to the date). Would they cancel 4 days before you pay? Yes. If they didn't, the last date to pay would be meaningless.

Call the main line and ask IMMEDIATELY to speak to a supervisor. Don't bother talking about it with the agent who picks up. Give them your reservation number so they can give it to GR when they transfer you over, but that's it. I'm willing to bet that this was a legitimate phone call, handled badly, and the CM who called needs to be reported. I don't know if they will work with you given the circumstances. My gut says yes, but at some point there has to be a cut off for what they can do or there would be no end.

Good luck.

 

[nkereina]

I tend to agree with HarleenQ. Was the number the person called from a 407 area code? If it was, it would just make it all that much more coincidental if it were a scam. Knowing how ill-informed CMs often are and how often things go awry because of misinformation, I would agree that the original CM may have unknowingly (or maybe knowingly) allowed you the option to pay late simply to get your booking, and maybe thought it wouldn't be an issue. Or perhaps they did something wrong in the system and didn't note it correctly. You need to talk to someone else who sounds a little more rational to straighten it out.

 

[bkellar]

Thank you to everyone who commented. it appears this wasn't a scam. A supervisor called me back, also quite rude and abrupt. She said they would allow me to pay on Monday (as planned), and I should be happy with that (She was wondering why I was still crying ). I said Disney doesn't talk to people like that. She said, you got what you wanted, but make sure and pay it Monday or you will not have a vacation to come to. She was full of really snide comments and acted like it was all my fault. I said thank you, but that I was still upset because I had been worrying for an hour , and I couldn't just turn off my emotions .

I can't believe I am saying this, but, the place that has always been the most magical place I know won't be as fun to return to. this memory will stick with me. Am I wrong for thinking Disney should have tried to make me feel better ? If it was my company (I can say this because I have my own company , and we would do this), I would do something to leave the person feeling better (an extra fp or a free mug or something!) So that they wouldn't have such traumatic memories of the booking process , you know?

Should I still call and report them? I definitely don't feel like it's resolved....I feel like I have been strong-armed into feeling grateful that they are allowing me to give them large amounts of money on the day they agreed to.

 

[AngiTN]

Should they be rude to you? No. Never. That should be said first and foremost.
Did you get what you needed? Yes.
I wouldn't let it bother me any further.
They did bend their rules for you. Hard to fault them for that.

ETA - I'd say with 99% confidence the person who took your original reservation had no idea about the system upgrade coming up and when they made the arrangement with you for the late payment, it was done with all good intentions. This is being dropped on them and they are trying to deal with it. Again, doesn't excuse their being rude but I don't think anything else is due to you.

 

[bkellar]

I kind of agree, that I got what I was originally promised , but I feel like since I have been having to explain for the last hour to people who keep asking (I live in North Dakota, where everyone really does care about everyone else ) why I was crying and upset (not to mention with heart problems stress really IS a big deal with me), to at the end of it, end up where I was to begin with (I didn't expect Disney to be making an exception by booking it that way--I didn't even know it was an exception --I just nicely asked if I could finish paying on Monday to take advantage of cheap airfare and they said no problem), only with an afternoon of being literally yelled at by CM....it doesn't feel good....it doesn't feel....Disney.

 

[bumbershoot]

Bad Disney moments happen. Doesn't mean they should but they do.

Remember that these people are calling 200 people and likely having the same sort of conversation with each one. They are seeing these unpaid packages and probably are mystified as to how they are out there. And they are trying to fix it. Quickly.

Having worked customer service before I can tell you it takes nearly superhero strength to not let the last (30) calls not seep through to the next one. In a perfect world CS reps would get breaks when they need it, shoulder rubs when the last person on the phone threatened them, and hugs when they themselves want to cry. That world doesn't exist. (DH was amazon Seattle CS and they got crepe makers come in during the big holiday push in '99. And then in January were told they were all being laid off in May. So don't trust mobile crepe makers lol)

It does seem like someone made a big exception for you, both before and now. I'm glad that you get to keep it. I'm sorry that you cried and were still crying an hour later. That's no fun.

I hope the dining plan works out for you. If it's one with table service I hope you are able to make dining reservations as needed. Best of luck.

 

[HarleenQ]

I kind of agree, that I got what I was originally promised , but I feel like since I have been having to explain for the last hour to people who keep asking (I live in North Dakota, where everyone really does care about everyone else ) why I was crying and upset (not to mention with heart problems stress really IS a big deal with me), to at the end of it, end up where I was to begin with (I didn't expect Disney to be making an exception by booking it that way--I didn't even know it was an exception --I just nicely asked if I could finish paying on Monday to take advantage of cheap airfare and they said no problem), only with an afternoon of being literally yelled at by CM....it doesn't feel good....it doesn't feel....Disney.

I would probably still write an email to GR about the experience. After that, I would let it go. If stress isn't good for you then YOU need to let it go for yourself and move forward. Have a good time with your family.

They made an exception for you to pay on Monday. Understandably, it was due to their error, but they didn't have to and it's still an exception nonetheless. I don't really expect additional anything for stuff like this, but maybe that's just me. It sounds like the original CR rep just used the traditional booking policies with your policy and payment. Those change when you get this close to the wire. It doesn't sound intentional to me.

We've had bad experiences before. It's up to you whether or not you allow it to affect your trip and your enjoyment. Try to remember - everyone has a bad day. I've never had this experience with GR. While still unacceptable and a complaint is warranted, I imagine they're making a lot of these calls today because of someone else making an error and getting chewed out by a lot of guests.

Enjoy your trip!

 

[bkellar]

That's true....I have to admit it did cross my mind that the other 199 people were probably going to be just as upset as I was....so maybe their day was just going rough. prayers for them that their day goes better....I don't want anyone to have a bad day. If I was there , I'd totally offer shoulder rubs. Hopefully their other calls are easier for them.

I've let it go. I think I could have earlier , had it been a trip for myself . ...it's funny how when you are doing something for someone else other bothers you so much more than it would if it was for yourself!

Now that's not saying that if pixie dust fell from the sky I wouldn't be ecstatic

 

[alex9179]

Send an email to them outlining your experience. As well as letting them know that the issue was resolved, relay the treatment you received, what the cast members said, and your overall disappointment at how it was handled. Try to keep it as factual as possible and if you know names and dates/times, include them.

Be clear and concise in repeating your conversations. I would add the unfortunate dampening of your anticipation for the trip as a result of how they spoke to you.

I'm glad it was straightened out. I'm sorry that it has made you less than excited to go. I was made to feel like I was breaking the rules and they were making an exception for me when trying to bridge tickets to an AP, so I understand that a snide comment or two can leave a bad taste in your mouth. Remember that it was those individuals that made you feel that way, not the overall attitude of the company's employees. Join in the little girl's excitement, instead.

 

[bamaliving]

I agree that it sounds completely unprofessional and un-Disney-like. I hope you can get past the experience and enjoy Disney with this precious girl!