Dissatisfied with travel agent, what can be done?

[amccu18007]

I have a friend who is going to Disney for the first time. They opted to go through a travel agent and are really dissatisfied with the whole thing. I explained that the travel agency owns their reservation and that any changes that might need to be made had to go through them. Is that correct? What can they control? Can they make their dining reservations and link them to their account? Fastpasses ? They have small children and may need to change them. Also, if they make them on their own, will they still get the 180+10? They are staying onsite. She just got their flights today and needed to add magical express. Can they call Disney directly? Sorry for all of the questions, I always do everything on my own so I am not sure. Thanks so much!

 

[haleofafamily]

For my clients, I make a my disney experience login that both of us can access. That way I can make all the reservations but the client has full access and can change or add whatever they want. So they should ask their travel agent for the login information. If the travel agent has it all linked to their own account then they will have to call a technical support number to get it switched over to the clients profile. From there they should be able to control fastpasses, dining, online check-in...

For magical express
https://disneyworld.disney.go.com/airport-transportation-reservation/

 

[amccu18007]

Thank you! I am not sure that this travel agent specializes in Disney and I think that may be part of the problem. I will forward this info to them and hopefully this helps. Thanks again haleofafamily!

 

[prudence64]

We booked through a AAA travel agent, but I made all of my own fps and ADRs.

 

[lily2521]

I've been working with an travel agency, with an agent that specializes in Disney, and like PP said, we have it set up so we both have access to my MDE account. I've been able to go online and reserve/cancel meal reservations on my own. My FP window isn't open yet, so I'm not sure how that works...but...I hope I can do it myself because I plan on being online right at midnight 60 days out!

I will say, however, that I called Disney to arrange something specific for our room at check in, and customer service over the phone told me I couldn't request it, that the request had to be done through my agent, which was a bit frustrating. It's technically my room request, and my reservation after all. I even asked her, can't I just make the request since I have you on the phone? Nope, she wouldn't let me, told me my agent had to call, which he did, and it's now taken care of, but it was frustrating nonetheless

 

[1girln3boys]

For my clients, I make a my disney experience login that both of us can access. That way I can make all the reservations but the client has full access and can change or add whatever they want. So they should ask their travel agent for the login information. If the travel agent has it all linked to their own account then they will have to call a technical support number to get it switched over to the clients profile. From there they should be able to control fastpasses, dining, online check-in...

For magical express
https://disneyworld.disney.go.com/airport-transportation-reservation/

Glad my TA didn't do this. Wouldn't make me happy as I have my own loggin that I would want to use. And my TA didn't need access to it at all. She was still able to book my trip and add anything I needed her to.

 

[1girln3boys]

I've been working with an travel agency, with an agent that specializes in Disney, and like PP said, we have it set up so we both have access to my MDE account. I've been able to go online and reserve/cancel meal reservations on my own. My FP window isn't open yet, so I'm not sure how that works...but...I hope I can do it myself because I plan on being online right at midnight 60 days out!

I will say, however, that I called Disney to arrange something specific for our room at check in, and customer service over the phone told me I couldn't request it, that the request had to be done through my agent, which was a bit frustrating. It's technically my room request, and my reservation after all. I even asked her, can't I just make the request since I have you on the phone? Nope, she wouldn't let me, told me my agent had to call, which he did, and it's now taken care of, but it was frustrating nonetheless

I've always been able to call on my own and add what I needed to and make any request even with a TA

 

[haleofafamily]

If they have their own account then we both work off of that. And of course whatever my clients want to do for themselves is great but most of the time they are overwhelmed and want as much help as possible.

 

[lily2521]

I've always been able to call on my own and add what I needed to and make any request even with a TA

Yeah, even my agent seemed a bit surprised when I told him, he did comment that they should have put the request in for me

 

[Lynn in MI]

I had a travel agent and all I had them do was book the rooms and park tickets. I handled the airlines, fastpasses and ADRs. I'm far too picky to let anyone else handle that. And I have decided that this is the last trip I will allow a travel agent to book rooms.

 

[DisneyWishes14]

I have a friend who is going to Disney for the first time. They opted to go through a travel agent and are really dissatisfied with the whole thing. I explained that the travel agency owns their reservation and that any changes that might need to be made had to go through them. Is that correct? What can they control? Can they make their dining reservations and link them to their account? Fastpasses ? They have small children and may need to change them. Also, if they make them on their own, will they still get the 180+10? They are staying onsite. She just got their flights today and needed to add magical express. Can they call Disney directly? Sorry for all of the questions, I always do everything on my own so I am not sure. Thanks so much!

The only thing your friend cannot control is the original room-only or package booking, meaning she cannot cancel the reservation on her own, she cannot make changes to the original booking on her own, nor can she place requests on the reservation. She CAN control anything that can be done through MDE - FP+ reservations, dining reservations, Memory Maker, etc. The TA does not have to be involved AT ALL with dining reservations, recreation reservations, FP+. She can do them on her own - she can either do them online or call Disney to make the dining/recreation reservations. FP+ has to be done online via MDE. All she needs to do is create an MDE account and link the package or room-only reservation that the TA made for her. If she is not happy with her TA, I would HIGHLY RECOMMEND she do her dining reservations, FP+, etc. on her own and not give the TA access to her MDE account. The TA does NOT have to have access to her account. In fact, Disney would prefer that the TA's not be involved in guests' MDE's. They want them to be able to navigate the system on their own so they know how to navigate it once they are at the resort.

In terms of the original booking she has made. If she is unhappy with the TA and she would not lose a discount if she cancelled, I would recommend she cancel the reservation and either find a TA that specializes in Disney or book directly with Disney herself.

 

[kaytieeldr]

I've been working with an travel agency, with an agent that specializes in Disney, and like PP said, we have it set up so we both have access to my MDE account. I've been able to go online and reserve/cancel meal reservations on my own. My FP window isn't open yet, so I'm not sure how that works...but...I hope I can do it myself because I plan on being online right at midnight 60 days out!

I will say, however, that I called Disney to arrange something specific for our room at check in, and customer service over the phone told me I couldn't request it, that the request had to be done through my agent, which was a bit frustrating. It's technically my room request, and my reservation after all. I even asked her, can't I just make the request since I have you on the phone? Nope, she wouldn't let me, told me my agent had to call, which he did, and it's now taken care of, but it was frustrating nonetheless

As the original poster describes and the CM confirmed, a reservation made by a Travel Agent belongs to that TA. It's your trip, but it's the Travel Agent's responsibility.

 

[lily2521]

As the original poster describes and the CM confirmed, a reservation made by a Travel Agent belongs to that TA. It's your trip, but it's the Travel Agent's responsibility.

True. This is our first trip to Disney. I'm glad we're using a TA, but I never knew from the start it would limit me in what we could or could not do. Either way, as I said I'm still glad we've used one.

 

[nkereina]

Most travel agents WON'T make ADRs and FP+ reservations because there's no commission on them. They'd essentially be doing it for free. Some Disney exclusive agents will do this because they specialize in Disney and consider it part of their service, but most other agents won't go that far. And the ones that do will give you the option if you want them to do it or not. So yes, your friend can make their own ADRs and FP+ and I bet their agent will be grateful. The only thing they can't do is call Disney and change elements of the package that's been booked - dates, resort, room category, etc. The agent must do that on their behalf.

 

[bumbershoot]

Yeah, even my agent seemed a bit surprised when I told him, he did comment that they should have put the request in for me

If it was super simple I'm surprised too. I'd call back. By mentioning what the request is up front and then getting into the actual reservation it's possible there will be better luck.[/QUOTE]

 

[bear_mom]

Glad my TA didn't do this. Wouldn't make me happy as I have my own loggin that I would want to use. And my TA didn't need access to it at all. She was still able to book my trip and add anything I needed her to.

My TA gave me the option of giving her access to my MDE account or not. I'm want her to make my ADRs and tour reservations as this is a surprise trip and I'd have a hard time doing those with dd around.

 

[amccu18007]

Thank you everyone! I will pass all of this information to her.

 

[rtilner]

I have a very good travel agent I had her my trip in 2007. Since then I do my own. They have the easy part you give them travel dates the book the hotel and tickets and maybe the dinning plan. After that you're usually on your own. Here is where it gets time consuming. Making dinning reservations, fast pass choices.