Frustrated with Lack of Customer Service

[Comicbookmommy]

Did the whole ship get sick? Was it NoroVirus? Was the Disneyland portion pre booked or just because you were too sick to travel?

The last day of the cruise all of a sudden almost everyone onboard seemed sick. Hacking, feverish people everywhere. We just tried to stay away from everyone, but then the night before disembarking we went to pre-pay our deposit for our next trip and the cast member was also very sick, sweaty, coughing. He coughed right in my face (he didn't mean to, just seemed the cough caught him off guard). Well, Two days later we arrived at the Grand Californian for our Christmas Trip, and I fell REALLY sick. Kids got sick the next day. No one went to the park all four days. I don't "think" it was Norovirus, because there was a lot of high fever, coughing, flu-ish symptoms as well as stomach issues. It was horrible, and we were all too sick to travel home (because of the puking) so just stayed in the hotel. Even if we did try to go home, we were informed we would be charged (I forget how much, but a LOT). Completely ruined the trip and wasted thousands on a hotel room just to be sick in it.

Anyway, we did talk to the hotel, to guest relations, to everyone we could think of, and were basically promised they would "absolutely" be able to help us on our next trip in some way, that they really cared that we give our kids a nice make-up trip soon, and to just call when that time came. At the very least a discount on a room But when that time came, it was all "No, we don't accommodate this type of thing. " "No, not even a discounted room". VERY snotty attitudes, treated us like we were making the whole thing up. It was awful.

Blah, anyway. Obviously I'm still sore about it haha. I hope OP finds a good resolution to her problem!

 

[pinkprincess30]

Why don't you wait until you get there? You can pay with gift cards at the gate, and you may be able to explain your situation and see if they can help you out. There is also a guest relations outside the parks (to the left of California Adventure) that may be able to help. Hoping it gets resolved for you!

I think that she has no choice but to pay for tickets at the gate, but the frustration comes in because she is trying to get the tickets ahead. If she is like me, I like to have ABSOLUTELY everything set before leaving on my trip, and not waste precious vacation time trying to iron out logistical issues. I certainly hope they can help her get it all straightened out as well. This is a major FAIL on Disney's part.

 

[Sagginit]

I bought tickets online for Disneyland in October. I never got the email and checked my records a bunch of times. Again they couldn't do anything to resend the email, so I also had to go to the gate with my credit card hoping it went through. I was really stressed about it as we were arrive about 2pm and I didn't want to have any issues. I also suddenly realized that without the physical card I would have been screwed, what if you bought before you left expecting an email and left your card at home? I do agree they need to fix the site and the process as I found it to be super glitchy months ago.

You may want to do a search to see if they respond to CS requests on any form of social media as companies are often faster to assist. Another thing is to do a google search for alternate email addresses and phone numbers. I did that with a company once and found a forum full of information.

 

[ashley0139]

I think that she has no choice but to pay for tickets at the gate, but the frustration comes in because she is trying to get the tickets ahead. If she is like me, I like to have ABSOLUTELY everything set before leaving on my trip, and not waste precious vacation time trying to iron out logistical issues. I certainly hope they can help her get it all straightened out as well. This is a major FAIL on Disney's part.

I agree, but she said this:

"At this point I have no clue what to do, other than to attempt to purchase my tickets at the gate rate on the Disney website, eat the $125, and email, hoping someone will do something."

So I was offering a different option.

 

[avalon451]

Somebody ought to send this whole thread to Customer Relations via a link. If they don't already monitor these boards, they should. It's a huge community with a lot of influence. I don't think they realize how much trouble can really be caused by the ripple effect of this disenchantment with rotten customer service.

 

[Bud Ice]

For a media company, Disneyland's website really sucks. It is very buggy and poorly designed.

This is because of a variety of factors. As a whole, I agree.
So many people have a hand in the website cookie jar, that
coherency is difficult at best.

 

[clb79]

Oh, and I should add that not only am I not able to buy tickets at a corporate rate on their site, I can't buy tickets AT ALL on their site. So, even if I was willing to eat the $125 (which I have no choice but to do, and attempted to do), it doesn't matter, I still cannot complete my order. And we'll never spend $1000 on snacks and food in 4 days in the parks, so I can't just pay with a credit card to get my order to go through. I need to utilize the $1000 gift card. My biggest piece of advice right now is DO NOT buy gift cards at Target to get your tickets, unless you absolutely don't mind walking up to the ticket booths at the parks to purchase your tickets.

Take screenshots of you trying to purchase at the corporate rate and the error and take those with you too, that might help plead your case. Good Luck!!!

 

[Deanadoug]

Same thing happened to me. We have a conference rate but it would never complete the transaction with my gift cards. I called and they told me I could add the tickets at the corporate price to my room and pay at check in with the gift cards. This will work at DL but wouldn't be acceptable at WDW since I would need tickets to schedule FP. I hope this works and I get my corporate rate when I get there...

 

[Angie 2016]

You have just convinced me to not buy tickets on the disney site. It reminded me we had an issue with our tokyo disney tickets last year that took 2 days of sweating to resolve. Not doing that again!