Flights thru Disney changed

[joanne312]

Here's my scenario, I'm hoping some experience DISers can give me some advice:

I booked my flights thru Disney when I booked my package (non refundable, non changeable tickets). My flight was then changed by the airline 3 hours later. This was not ok with me as it effected my ADRs, park plans, etc. I called Disney to see what they could do for me. I was told since my trip is a few months away, that flights can change back and that I should just wait until its closer to the trip before trying to change flights or do anything to the reservation. My flight was then changed another 30 minutes later. I called Disney to request my flight be changed- actually now wanting to leave the night before and add on additional day to my package. I was told that they can only change my flight for $150 per ticket, if I wanted to change the reservation without penalty I would have had to do it the initial change by the airline. I told her that I did call and was told by Disney NOT to change, now I'm being told if I wanted a change I should have done it then????

This was so frustrating, the CM offered no help or anything besides saying sorry and then asking if I wanted to make ADRs (?!?!?!) and told me to wait and see if the flight changes back. I had no way of knowing that if I didn't make the changes at the initial switch that I would lose the opportunity to change should another change happen.

Am I really crazy in the thinking that Disney should offer to help me somewhat? Considering that I did call initially to change and was told not to, and now because of that I'm stuck? And considering I'm trying to add an additional day on to my trip, you'd think they would want to be more helpful?

Is it worth calling back to try and get another CM, or am I stuck?

Thanks.

 

[FlyingBelle]

Unfortunately Disney has no control over what the airlines are doing with their schedule. Think of Disney as a 3rd party travel agent for your airline ticket. If what they offered you was non-refundable, non-changeable, then that's what it is.

Often when an airline changes the schedule, if you go online to the airline website and input your airline PNR (confirmation number - not a Disney confirmation number, but the actual airline reservation confirmation), you should be offered the choice to accept the change or reject it with options. This is not always the case, but I have seen it happen.

In any case, it is probably the airline requiring the $150 change fee, as per the terms of your ticket.

And yes, if your flight is a couple months out, it is likely it will change again. Thus the nature of the beast.

When you purchase airline travel from a 3rd party, it can be difficult to manage - the 3rd party only has so much access to your reservation, and the airline likely doesn't take over control of the reservation until 24-48 hours prior to departure, so dealing with them directly will likely result in them directing you back to who you purchased from.

I try to buy direct from the supplier as often as possible for all aspects of travel - airline, car rental, hotel, cruise, etc. Sometimes you can get a better deal elsewhere (and I have taken advantage of it), but when you need help or have to make changes it can be a hassle! (FWIW - Kayak.com is a great way to comparison shop and then get directed to the supplier for purchase!)

 

[joanne312]

Thanks for the input. I am regretting my decision of going with Disney for the flight, lesson learned.

I know that Disney has no control over the airline, their schedule, rules, etc. My issue with Disney is that they are telling me if I wanted to change my flight, I needed to do so the first time the airline altered the schedule. However when I tried to do this, Disney told me not to make any changes at that time. So I'm essentially stuck at this point because the CM told me not to change my flight, and by doing that I somehow agreed to the change the airline was given and now have no negotiating power over the fact the airline bumped me 3 hours. I wish the CM would have educated me on this; and I wish the CM today would have offered some assistance besides "maybe it will change back". Not asking for them to give me free flights, or free anything for that matter- just some acknowledgement that they screwed up, are giving me contradictory information, and try to help me in some way!

 

[goofy4tink]

You may get lucky and have the flight changed again. IF that happens, just tell them that the change is unacceptable and you need a different flight out..even if it is the night before.

I can understand how you feel about what you were told by a Disney CM. But, they do tend to give out some less than stellar info..sad to say. We all need to be knowledgable about our plans, so that we can do what needs to be done in case there are changes. You counted on Disney to make it right and it wasn't their area to deal with. This is the biggest reason I always, always recommend making all flight reservations directly through the airline itself..no middleman.
This is also the reason I seldom make any ADRs for my arrival day...way too many chances for something to go wrong.

But you may get lucky....they may make another change. If so, call the airline and get a flight that works for you.

 

[WicketsMom]

Call the airline directly. I had this happen to me once on a trip and our flights were changed by more than 2 hours. I called and they put me on another flight, which was actually the flight I originally wanted anyway but it had been more expensive. You should have a reservation number, etc. and be able to handle it yourself without having to go through Disney. Before you call, go online and see what the other flight options are with that carrier and ask them to move you to the flight you want.

 

[OrangeCountyCommuter]

Call the airline directly. I had this happen to me once on a trip and our flights were changed by more than 2 hours. I called and they put me on another flight, which was actually the flight I originally wanted anyway but it had been more expensive. You should have a reservation number, etc. and be able to handle it yourself without having to go through Disney. Before you call, go online and see what the other flight options are with that carrier and ask them to move you to the flight you want.

And the airline may very well say "your Travel Agent has to do this for you" When you use Disney, Expedia etc.. to book a flight they "own" the reservation until the first flight. That's why I would not do it that way.

 

[seashoreCM]

First, hand pick alternate flights you would like.

I would say, contact the airline and actually hear the reservationist tell you that you have to go through the travel agency.

After that then go back to the travel agent and expecting them to make your desired changes. Hold the travel agency accountable. Being fully prepared to request a complete cancellation and refund, using credit card dispute procedures if needed.

One possible problem is that (Disney) may have blocks of seats on various flights on various airlines and you were assigned seats from these blocks. When you want to change, the flights you want might not be in the blocks of seats and (Disney) has to go "outside the box" and get you seats, possibly at greater expense to them, and put your original seats back in the block and hope to sell them to someone else. So travel agencies don't like to entertain your requested changes.

I contend that Disney, as does any travel agency, has the obligation to serve the customer. While the airline has the right to "modify schedules, add or omit stopping points, etc.", should it still have alternate flights that fit the customer's desires better it has the obligation to give those alternate flights to the customer upon request at no additional charge.

Each time the airline makes a change, you get to counter with a change of your own. If the airline made a second change, it is entirely possible you did not see the first change so you can compare just the latest change with the original or otherwise last set of figures you did have. Actually if you get a change that you like, you should pro-actively accept it in the form of both reselecting seats and doing a print screen of what things are at that moment.

 

[Greysword]

Great advice, Seashore!

OP, what airline are you flying? I ask; because, one of the "games" frequent flyers like to play is "book a crazy route with lots of connections at smaller airports so they can change the flight and I can ask for a more convenient route that would have cost me lots of points/$"

In fact Delta has this little provision:

If a Delta schedule or routing change has delayed your departure or arrival by more than one hour, you may be eligible to select an alternate flight at no additional charge. Note that the below conditions may apply:

Your origin, destination and travel date must remain the same
Alternate flights must be available, and you can only modify once as subsequent changes may result in additional fees
Voluntary changes to other flights not impacted by a Delta schedule change may result in additional fees

This is applicable to any change in the itinerary, not just the most recent and it is cumulative on them (if Delta makes three 20 minute adjustments to a flight over time, the total adds to an hour and the ticket can be changed for no fee).

Find out what the provisions are for your airline by reviewing their website and the Terms & Conditions (T&C) or Contract of Carriage (CoC). I wouldn't take No for an answer.

Just to add a personal note, while travel agencies are helpful, many times a large corporate one isn't (like Disney, Expedia, etc). If you want to use a TA, use a local one or a smaller firm (like Dreams Unlimited), as your business is important to them, while not so much for the huge offices. However, I prefer to book directly with the provider, as I have the flexibility to make adjustments and there is no middle man to go through.

Good luck!

 

[joanne312]

I am flying United. I'm going to have DH call tonight (he's better at these types of phone calls than me!), and if a new CM brings no luck I will just have to keep my fingers crossed that United adds my early morning flight back to the timetable!