Get Away Today CS going down? Update in OP

[Girimama33]

That is great that they matched the Gay Days rate for you!


Posted from Disney Forums Reader for Android

 

[dadzgirl70]

Whew! Great I was worried. Thrilled it all worked out for you. I had questioned my use of their service in the future, but will continue on.

 

[Geemo]

It's nice when it all works out

Way to go GAT!

Geemo

 

[Geemo]

I just wanted to come back and update that GAT's customer service manager has been in touch with me and has completely resolved the situation to my satisfaction. They really went above and beyond in price matching to their detriment, and reversed all fees.

This thread started with the question if the customer service that I received was par for the course for Get Away Today, and I can comfortably say now that it is not. I have used GAT before, and after this experience, I will continue to use them, as they do put their customers first.

And for what it is worth, I am not being paid by the company to say this! I am just very happy with the way that things were resolved.

Since GAT has come through for you, you might want to put a note up front on your initial post about the final resolution.

Not everyone reads through all of the posts. And this would set the record straight!

Geemo

 

[StyledSugar]

Glad the original poster had a satisfactory resolution but WOW, totally unprofessional on the part of GAT! I realize they stated they were trying to resolve it here as it was posted here, on a public forum, but totally inappropriate. A simple "We're sorry you are unhappy. Please contact us so we can discuss this matter further as customer service is our number one priority" would have done wonders but calling the original poster out? They can spin it anyway they want to but that's EXACTLY what they were doing. I take it a privacy policy isn't part of their "excellent" customer service?

I have used GAT for a portion of our vacation last October/November but after this thread, that will be the ONLY time I use them. Just wow!

 

[yoyo93]

Glad the original poster had a satisfactory resolution but WOW, totally unprofessional on the part of GAT! I realize they stated they were trying to resolve it here as it was posted here, on a public forum, but totally inappropriate. A simple "We're sorry you are unhappy. Please contact us so we can discuss this matter further as customer service is our number one priority" would have done wonders but calling the original poster out? They can spin it anyway they want to but that's EXACTLY what they were doing. I take it a privacy policy isn't part of their "excellent" customer service?

I have used GAT for a portion of our vacation last October/November but after this thread, that will be the ONLY time I use them. Just wow!

Same here! I'm glad they got it all worked out, but eeesh. As someone who works in customer service it makes me incredibly uncomfortable that they replied in such a public manner. A few days ago my boyfriend and I were deciding if we should use GAT or just go through the Disneyland website for our upcoming trip, and boy am I glad this thread came up, we will not be going through them. I mean I'm all for solving the problem when it comes to customers, but it seemed like they were replying only to prove to everyone else that they have 'good customer service.' :/

 

[KalamityJane]

From what the CSM told me, they are going through some changes with regards to how things are dealt with and also with staffing, so hopefully this won't be an issue in the future.

I did move a copy of the update to the OP as well for clarity's sake - I was on my phone last night and didn't get to a computer until now.

 

[DisneyMomma81]

It's an open forum. I think it's within their rights to post in their own defense. I think the only 'detail' really added was that the OP already had one change fee waived, which is relevant to the company's decision to not waive the further fees.

I agree with you.

OP ~ Yay! That's fantastic!

 

[DisneyMomma81]

I'm am a long time poster - I've used GAT *most recently for our upcoming trip - I purchased Character Meal vouchers, that I cancelled because we're visiting when the prices are not marked up. They cancelled them no problem. We've used them for Hoppers, years ago hotel packages *I now prefer to get my hotel on my own.

 

[KalamityJane]

I agree with you.

OP ~ Yay! That's fantastic!

In all honesty, I really had no problem with the change fees, but when I was trying to figure out where the $75 number was coming from, the agent was not very nice about it. I had more of a problem with being treated like I was stupid than I did with the actual fees. Same with the dining vouchers, if they had just said, "oh, we are so sorry that is misleading about the pricing, you only save $5 a ticket during peak dining, we will change the site to reflect this and thanks for bringing it to our attention." I would have been fine with keeping the vouchers even with no savings. That is not the way it was handled though.

Either way, GAT came through in the end

 

[shishigirl]

WOW!! How did I miss the going ons in this thread? Im glad they fixed the problem for you KalamityJane, but wow to them for posting info about your situation here in this thread instead of contacting you directly.

GAT's general customer service doesnt bother me, but when you have a problem it seems, with my experiences, that it isnt handled in the best situation. I guess Im a bit partial to my side vs theirs as we are a huge family spending almost $6,000 on our trip with them, THEY made a mistake at booking time with ordering tickets. One family was not given 6 day hoppers before Disneyland stopped selling them. This 3 person family only received 6 day 1 park a day park tickets when all other memebers (10) received 6 day hoppers. When we noticed the problem and contacted them, instead of promptly fixing it, they insisted they had to go back and listen to the tapes to make sure they were at fault, not us, in order for them to change our package (again almost $6,000). They said if we confirmed what the agent sold us,then we were out of luck and would have to buy 5 day hopper and 1 or 2 day hoppers to make a 6 day hopper for this family. What?! After listeing to the tapes , but not before making us sound like we would just get 3 tickets out of 13 different, They were indeed at fault. Though they did fix the problem, it just put a bad feeling on my idea of their customer service as I felt like a liar trying to explain myself when it was the customer service agent's fault for the mistake. Also as I stated before, when we have called in to make payments toward our plan, not all agents have been polite and helpful...Just my two cents with our experience, glad you were able to get things fixed.

Though I see that they ask for me to contact them also , I dont think that there is really anything they could do to remedy our situation. They did correct their mistake (again after listening to tapes, not on our word) and apoligized, but the whole thing just irritated me.