eTicket issue - help?

[dark54555]

Hoping someone might have some insight or ideas here.

Heading to Disneyland in October with my wife and kids, and my parents decided to tag along. Ordered my 4 eTickets, no issues. My parents, on the other hand, have been nothing but a problem. First, at the final page of the checkout, it gave the "We're having an issue, and we'll e-mail you to know what happens to your order" screen. Not a big deal by itself, but that was just the start. So, the next day they get an e-mail saying "Your order did not process and your card has not been charged." My mom decided to call to place an order for tickets and just have them mailed rather than continue to mess with the system online.

On calling, the cast member says "Oh, your order actually did process. Here's a confirmation number AAABBBCCCDDD and you should get the tickets in your e-mail in the next couple days."

She checked with her bank, and there was a charge. A few days went by, no e-mail (and yes, we've checked the spam folder).

She e-mailed Disney to ask where her e-mail was. The e-mail response included a different confirmation number (WWWWXXXXYYYYZZZZ) and told her that her only option was to go to a ticket booth, provide the confirmation number, and get tickets that way. The etickets can't be re-sent to the same e-mail address that purchased them for "security reasons." And logging into your Disney account has no way to print them. A major inconvenience, for sure, and pretty troubling that Disney would send an e-mail saying "We have not charged your card" only to then charge your card and not provide the eTicket.

My parents would be happy with any of these outcomes:
1. Re-sending the eTickets.
2. Paying for shipping of, and sending of, real tickets (and voiding of the etickets they never got).
3. Voiding the original transaction and re-buying the tickets (either eTicket or physical).

"We messed up so go stand in line" hardly seems like a Disney response. And the fact that they've been given two different confirmation numbers has them concerned that even if they go stand in line, there may not be tickets to claim (and by then, you're past the window to contest things normally with the credit card company).

So, a few questions hopefully someone can help with:

1. Does this kind of thing happen often? Because it's a mess. And certainly, telling someone "You have not been charged" and then charging them is a real legal issue.
2. Is going to the ticket office really the only way to resolve this? We're staying at Paradise Pier, is there somewhere in the hotel that might be able to?
3. Is there a way to get someone, either by phone or e-mail, with some actual seniority to speak to?

 

[bumbershoot]

"We messed up so go stand in line" hardly seems like a Disney response.

And yet it is.

And certainly, telling someone "You have not been charged" and then charging them is a real legal issue.

I've had that sort of email from soooooo many companies. I figure if there were a legal precedent to "error message being wrong" we would have heard about the class action lawsuit already.


Easy for me to say, but I'm 100% sure you'll be just fine. I would set myself up for success by going to get the tickets EARLY, and I would be pleasant but cheerfully making sure they understood that this wasn't very fun.

Did they say Ticket Booths or Guest Services? Especially if it's the ticket booths, they need to go EARLY. The lines get annoyingly long.


When is the trip?

 

[dark54555]

And yet it is.

Funny, not the kind of response I've had for an error at WDW. Or DLP. or TDL.

I've had that sort of email from soooooo many companies. I figure if there were a legal precedent to "error message being wrong" we would have heard about the class action lawsuit already.

I'm an attorney. So is my dad. He's already annoyed enough to contact the CA Attorney General over this one, since being told "your card was not charged" would likely result in a lot of people going and trying the transaction again and being charged twice.

Easy for me to say, but I'm 100% sure you'll be just fine. I would set myself up for success by going to get the tickets EARLY, and I would be pleasant but cheerfully making sure they understood that this wasn't very fun.

Did they say Ticket Booths or Guest Services? Especially if it's the ticket booths, they need to go EARLY. The lines get annoyingly long.

Booths.

When is the trip?

Early October. Had no issue with my eTickets or getting MHP tickets for all 6 of us. And had no issue with eTickets the last time we were at DL (2014).

 

[bcla]

They certainly won't send anything like "real tickets" through the mail if you paid for them. Those would only be issued at the park ticket booths, at hotels with Disney ticket sales, or at customer service locations. Their entire system has gone to an electronic voucher system.

 

[dark54555]

They certainly won't send anything like "real tickets" through the mail if you paid for them. Those would only be issued at the park ticket booths, at hotels with Disney ticket sales, or at customer service locations. Their entire system has gone to an electronic voucher system.

They send the "real" event tickets in the mail. Already got our MHP ones, and they're the actual ticket, not a voucher.

 

[Angrose]

The PPH might be able to take care of the tickets for you. A few years ago when we stayed at DLH we had vouchers from Orbitz and they were able to change the vouchers into tickets at the check-in counter. If you want confirmation, you could call PPH directly to be sure.

 

[bcla]

They send the "real" event tickets in the mail. Already got our MHP ones, and they're the actual ticket, not a voucher.

But those are special event tickets.

 

[lorijohnhill]

I had the "we won't resend eTickets even though you never received an email from us" issue with my MHP tickets last year. I had to go to a ticket booth to get tickets issued. Luckily, I was going in July, so was able to take care of it then. It took two or three people, but they got it done and gave me actual paper tickets.

 

[Kindermouse]

They certainly won't send anything like "real tickets" through the mail if you paid for them. Those would only be issued at the park ticket booths, at hotels with Disney ticket sales, or at customer service locations. Their entire system has gone to an electronic voucher system.

I dont think this is the case. I remember reading this post recently on the october trip thread

Our tickets came in the mail today!!
I wasn't expecting them until late next week...so it was a lovely surprise!! I do like that they are Diamond anniversary...even though that will have ended by the time we go! haha! 166 days!!!

....and a snowman.

View attachment 166769

 

[theluckyrabbit]

If the PPH front desk cannot help, the OP can go to the ticket booths the night before their first park day to pick up the tickets. This will save lots of time. There is at least one ticket booth open until one hour after park closing. This is a frustrating, but not uncommon problem. But things usually turn out fine.

 

[dark54555]

If the PPH front desk cannot help, the OP can go to the ticket booths the night before their first park day to pick up the tickets. This will save lots of time. There is at least one ticket booth open until one hour after park closing. This is a frustrating, but not uncommon problem. But things usually turn out fine.

So we get in fairly late on a Wednesday. Since MHP will be going on, does that mean a ticket booth will be open until midnight? We could definitely send someone after dinner (and the kids go to bed), but wasn't sure how late those booths would be open.

 

[theluckyrabbit]

I would ask at check-in, but I think at least one booth will be open. Just make sure the person who picks up the tickets has i.d. and the credit card which was used for the purchase.

 

[BriannaRuth]

Not much help, but I recall seeing people with similar issues posting here a couple of months ago and being told the same thing by Disney. Evidently ordering on the website is sometimes problematic.

 

[cinder-ellah]

The PPH might be able to take care of the tickets for you. A few years ago when we stayed at DLH we had vouchers from Orbitz and they were able to change the vouchers into tickets at the check-in counter. If you want confirmation, you could call PPH directly to be sure.

We stayed at DGC in April and our park tickets were print outs from Expedia/Parksavers.
At check in they were able to issue us Park Tickets w our printout confirmations.

 

[ADLFAN]

They certainly won't send anything like "real tickets" through the mail if you paid for them. Those would only be issued at the park ticket booths, at hotels with Disney ticket sales, or at customer service locations. Their entire system has gone to an electronic voucher system.

We actually have ordered tickets directly through Disney and they mail them right to you. But you do have to pay extra for shipping, and it's a different option all together from the electronic tickets. Still, it's nice to have them in hand, ready to use!

 

[Kittyskyfish]

I've experienced internet glitches twice when ordering E-Tickets online and in both cases, "pdf - failure to launch" meant we went to the ticket booth in advance to get our passes. At night, the ticket booth wait is very short, maybe only a few minutes. It is an inconvenience but easily resolved.

 

[bumbershoot]

Funny, not the kind of response I've had for an error at WDW. Or DLP. or TDL.



I'm an attorney. So is my dad. He's already annoyed enough to contact the CA Attorney General over this one, since being told "your card was not charged" would likely result in a lot of people going and trying the transaction again and being charged twice.



Booths.




Early October. Had no issue with my eTickets or getting MHP tickets for all 6 of us. And had no issue with eTickets the last time we were at DL (2014).

My response would be exactly the same on the WDW board. Paris and Tokyo aren't actually run by the same people as dlr and WDW.

My sis in law is a partner in a top 5 intl law firm, her office is in SoCal, and she would laugh hysterically at the thought of this being a legal issue. She knows Disney attorneys have their ducks in a row.

If you tried again your cc would almost certainly block it and give you a call. It's happened time and time again here.

And if they didn't, once you're there, it would get worked out.

This feels stressful but once you get there it will be taken care of. I've read of these issues for years and the problem is always solved.

The choice to buy tickets months early causes a different level of stress; if you were arriving tomorrow and you were getting this taken care of relatively momentarily it would feel a lot different.

Not much help, but I recall seeing people with similar issues posting here a couple of months ago and being told the same thing by Disney. Evidently ordering on the website is sometimes problematic.

Yep. For years and years.

 

[grnflash]

I'm an attorney. So is my dad. He's already annoyed enough to contact the CA Attorney General over this one, since being told "your card was not charged" would likely result in a lot of people going and trying the transaction again and being charged twice.
.

I live in California. Thanks for spending my tax dollars on this. I hate to see them go to waste. I do hope it all works out for you.

 

[dark54555]

My response would be exactly the same on the WDW board. Paris and Tokyo aren't actually run by the same people as dlr and WDW.

You say this like I'm not a shareholder in 2 of those 3 entities. DLP, for example, has customer service a notable step below anything Disney property in the US, and even this isn't as bad as anything I've seen from them.

My sis in law is a partner in a top 5 intl law firm, her office is in SoCal, and she would laugh hysterically at the thought of this being a legal issue. She knows Disney attorneys have their ducks in a row.

Sending a notice stating "We have not charged your card" and then charging your card anyway is a straightforward fraudulent transaction, and a deceptive trade practice under many states' DTPA. And as a shareholder, this kind of business practice concerns me. Heck, just forwarding that e-mail to the card issuer would be enough to reverse the transaction outright.

If you tried again your cc would almost certainly block it and give you a call. It's happened time and time again here.

Don't know much about the automated fraud algorithm, I suppose. That would be true for two transactions that happened in rapid succession. Given this transaction occurred the day before the "Your Card Was Not Charged" notice, it would not flag anything for most consumers with a reasonable credit limit.

And if they didn't, once you're there, it would get worked out.

Something that should be shockingly easy to resolve via a telephone call. Especially considering Disney highlights their excellent customer service, and the error is one entirely contained to their systems.

 

[Kittyskyfish]

I'm an attorney. So is my dad. He's already annoyed enough to contact the CA Attorney General over this one, since being told "your card was not charged" would likely result in a lot of people going and trying the transaction again and being charged twice.

You say this like I'm not a shareholder in 2 of those 3 entities. DLP, for example, has customer service a notable step below anything Disney property in the US, and even this isn't as bad as anything I've seen from them.

Sending a notice stating "We have not charged your card" and then charging your card anyway is a straightforward fraudulent transaction, and a deceptive trade practice under many states' DTPA. And as a shareholder, this kind of business practice concerns me. Heck, just forwarding that e-mail to the card issuer would be enough to reverse the transaction outright.

You're an attorney *and* a shareholder? Congratulations.