Heard something new from MK guest services last night when trying to upgrade a ticket

[cvjw]

I tried to upgrade two 7 day base tickets to a 7 day park hopper and a DVC annual pass at MK guest services last night. When I told the CM what I wanted to do, she looked at my base tickets and told me that since they were more than 2 months old, they could not be upgraded At all, for any price and handed them back to me.

That is a new one - any ticket over 2 months old is unable to be upgraded. When I told her I didn't think that was accurate, she tried to argue with me and tell me I was wrong. I handed her my DVC AP and told her to look at it's history - I had used the same 7 day base ticket to upgrade to the AP back in April.

She looked at the history, saw that what I said was true, and told me that the CM "must have given me a once in a lifetime exception" for this upgrade. I told her that no, he didn't and he upgraded 4 of those tickets for me without a negative word, with a smile on his face the whole time.

Bottom line, there are guest services CM's who do not want to upgrade tickets, or who don't know how to upgrade tickets. I just don't understand the logic that makes Disney not want to take more of your money and have you stay in their parks longer.

 

[kmb584]

That's a new one. Yikes! FWIW, I don't think it's a CM that doesn't want to upgrade, but rather one who has no clue how to. Training really does need to be across the board as far as ticket upgrades are concerned.

 

[Robo]

That's a new one. Yikes! FWIW, I don't think it's a CM that doesn't want to upgrade, but rather one who has no clue how to. Training really does need to be across the board as far as ticket upgrades are concerned.

Agree... all the way around!

 

[Robo]

I tried to upgrade two 7 day base tickets to a 7 day park hopper and a DVC annual pass at MK guest services last night. When I told the CM what I wanted to do,

1. she looked at my base tickets and told me that since they were more than 2 months old, they could not be upgraded At all, for any price and handed them back to me.

That is a new one - any ticket over 2 months old is unable to be upgraded.

2. When I told her I didn't think that was accurate, she tried to argue with me and tell me I was wrong.

I handed her my DVC AP and told her to look at it's history - I had used the same 7 day base ticket to upgrade to the AP back in April.

She looked at the history, saw that what I said was true, and

3. told me that the CM "must have given me a once in a lifetime exception" for this upgrade.

I told her that no, he didn't and he upgraded 4 of those tickets for me without a negative word, with a smile on his face the whole time.

4. Bottom line, there are guest services CM's who do not want to upgrade tickets, or who don't know how to upgrade tickets. I just don't understand the logic that makes Disney not want to take more of your money and have you stay in their parks longer.

1. Ridiculous.
2. Unfortunately, that is all too common in these situations.
3. THAT is so amazingly common a statement that it's like
they ARE "trained" to say that. Or, "OK, I'll do this for you ONE TIME ONLY, but don't ever try it again!"
4. Bingo. Seems to be a lot of "lone wolves" in some ticket booths and Guest Relations who are out to "save Disney" by denying all ticket upgrades at the
proper and prescribed prices.

Scary, kids!!

 

[jtowntoflorida]

I was denied ticket bridging by a Guest Services CM at Epcot. I was under the impression that those CMs were the best trained CMs in the park as far as knowing how to handle complex issues. In my case, the CM at the ticket window outside Epcot is the one who knew exactly what to do.

OP, did you get your upgrade? If so, from whom?

 

[Robo]

I was denied ticket bridging by a Guest Services CM at Epcot. I was under the impression that those CMs were the best trained CMs in the park as far as knowing how to handle complex issues. In my case, the CM at the ticket window outside Epcot is the one who knew exactly what to do.

OP, did you get your upgrade? If so, from whom?

The problem with reports of where guests got the best and weakest CMs for ticket upgrades
is that they are not very helpful to examine...
as the time of day,
the day of the week,
the time of year, etc.
affects just who happens to be staffing
any given booth at the time a guest arrives for help.

If, say, on June 3, 2013 at 2pm at DHS a particular CM was knowledgeable and helpful with an upgrade,
there is unlikely a chance to find that same CM on Nov. 16 at 9AM.

It's the "luck of the draw" with just which CM will be there when YOU are.

 

[dawgfan]

I also upgraded with a ticket bridge at Epcot Guest Services. It took three CM's (two training and one trainer as the trainees had no idea how to do it...they knew it could be done, just not how) to get that done. They were very courteous and helpful while the completed the transaction though. I think that you can find misinformed CM's anywhere and it seems that there are possibly more these days than ever before judging from what I have seen and heard the last several years. I bridged tickets to AP's on two seperate occasions and on both occasions the tickets that were bridged were several months old if not at least a year old as I ordered them far in advance.

 

[jco_direwolf]

So I'm confused by your post.

They where 2 months old, were they non-expire that had been used? If so they are right, 14 days after first use the tickets are set in stone.

If they where 2 months old and unused, they they should be good to upgrade. Go into the park and talk to another CM.

 

[GotLabradors]

And that's when I pull out the old "Can you please have your supervisor come talk to me?"

 

[bumbershoot]

The problem with reports of where guests got the best and weakest CMs for ticket upgrades is that they are not very helpful to examine... as the time of day, the day of the week, the time of year, etc. affects just who happens to be staffing any given booth at the time a guest arrives for help. If, say, on June 3, 2013 at 2pm at DHS a particular CM was knowledgeable and helpful with an upgrade, there is unlikely a chance to find that same CM on Nov. 16 at 9AM. It's the "luck of the draw" with just which CM will be there when YOU are.

Yep.

I easily upgraded undercovertourist tickets to DVC APs at AK guest services in December a few years back. Not one month later at the exact same location, such bad info was given to a dis'er that it started an epic thread, got higher ups involved, got undercovertourist involved, etc. same location just weeks apart.

 

[slickpoetry]

Never get involved in an argument with a front-line customer service rep who is spewing nonsense. Just calmly ask to speak to a manager/supervisor. Don't ask in a way that makes them feel like you're trying to get them in trouble.

 

[vicki_c]

So I'm confused by your post.

They where 2 months old, were they non-expire that had been used? If so they are right, 14 days after first use the tickets are set in stone.

If they where 2 months old and unused, they they should be good to upgrade. Go into the park and talk to another CM.

I got the impression that the OP, at one time, had at least three unused 7 day tickets. One was used months ago to upgrade to a DVC AP. They now want to use the other two to upgrade to other ticket media. I don't think any ticket was an older partially used one.

 

[DVCkidsMOM]

We have upgraded 6d hopper tickets to APs but we did so on use day 6 because tickets expire on the earlier of: last day of eligible use or 14 days from first use.
In other words, if we used all 6 days of our hopper tickets and tried to upgrade to APs on day 7; the answer would have been no. Likewise, if we had used 5 days of our 6 day hopper tickets and tried to upgrade to APs 15 (14?) days after first use; the answer would have again been no.

If the 7 day tickets were never used, they can be upgraded. We upgraded 2day base tickets over a year after those 2day base tickets were issued, but those tickets had never been used.

I think they are cracking down on upgrading older tickets to decrease the reselling your tickets to someone else schemes. That's not what OP is doing, but we all have to suffer for others' abuse of the system.

 

[mistysue]

Never get involved in an argument with a front-line customer service rep who is spewing nonsense. Just calmly ask to speak to a manager/supervisor. Don't ask in a way that makes them feel like you're trying to get them in trouble.

But then if you get a manager who is ignorant you end up with a note on the account so that even other locations will deny you = customer service day from hell. In summary, my 6th location called a corporate office to have them speak to me because the initial note was that it was a scam and they essentially responded "why aren't you just upgrading the ticket?" To the CM. Just politely say thank you and walk away while you are ahead.

 

[jtowntoflorida]

The problem with reports of where guests got the best and weakest CMs for ticket upgrades
is that they are not very helpful to examine...
as the time of day,
the day of the week,
the time of year, etc.
affects just who happens to be staffing
any given booth at the time a guest arrives for help.

If, say, on June 3, 2013 at 2pm at DHS a particular CM was knowledgeable and helpful with an upgrade,
there is unlikely a chance to find that same CM on Nov. 16 at 9AM.

It's the "luck of the draw" with just which CM will be there when YOU are.

ITA. Just wondering out of curiosity, and I'm wondering if the OP ever got his (her?) upgrade.

 

[Claire&TheBoys]

Yep.

I easily upgraded undercovertourist tickets to DVC APs at AK guest services in December a few years back. Not one month later at the exact same location, such bad info was given to a dis'er that it started an epic thread, got higher ups involved, got undercovertourist involved, etc. same location just weeks apart.

I remember that, and I was nervous about upgrading our Undercover Tourist 5-day base tickets to FL Resident Seasonal APs at AK for that very reason. However, the CM that helped me was super and the total I was charged was to the exact penny I'd calculated before leaving home.

And on the other hand, we had a CM at the front of Epcot one year that had a terrible time upgrading some 1-day tickets to the Military Salute tickets. I know he under-charged us, or gave us more MS tickets than we were entitled to, because it took him forever to figure out what to do. It took us 45 minutes or longer to buy 4 tickets.

 

[tanyaandallie]

This really causes me concern. I do not want to have to jump through hoops to get our Undercover Tourist tix upgraded. I'm going to be so annoyed if I'm having to hop from ticket booth to ticket booth trying to find someone who knows how to bridge.

 

[Robo]

This really causes me concern. I do not want to have to jump through hoops to get our Undercover Tourist tix upgraded. I'm going to be so annoyed if I'm having to hop from ticket booth to ticket booth trying to find someone who knows how to bridge.

Actually, there is a very good chance that you will get great service at the first location you try.

Just be aware, in advance, of exactly what your transaction SHOULD cost and know that
if you happen to get the wrong price quoted that you do have an alternative.

 

[cvjw]

To all who wondered if I was able to make the upgrades - yes I was. After the CM looked up my AP to see that older tickets indeed can be upgraded, she agreed to the upgrades. She even charged me the right prices for the new tickets.

The tickets were 7 day base tickets that I purchased from Undercover Tourist a couple of years ago, but never got around to using since our family has had AP's for multiple years. My Mother and son used the tickets once to enter the MK, and went directly to guest services to do the upgrades.

I tried to upgrade more of the tickets this past April. The CM that I got at the guest services inside EPCOT would agree to upgrade them, but would not price bridge them. She even got her manager involved and he told me that Disney no longer price bridges, and I would only get credit for the price of the base tickets from 2 year ago.

I got back my tickets and went to the guest services outside of EPCOT on the way back to BWV and the nice little college program CM did the upgrade with a smile on his face and even price bridged without me asking for it.

Bottom line, in just a few months I have tried to upgrade 6 base seven day tickets to park hoppers or DVC AP's. Of the 4 CM's that I have had contact with, only one of them seemed to know what they were doing and was easy to deal with. The others gave inaccurate statements about what Disney's "new" upgrading policy is, none of which seems to be policy at all.

I will not be purchasing any more tickets from UT unless I am sure that it is the perfect ticket for my family. Upgrading has just gotten too hard and stressful. I purchased a bunch of tickets before a price increase a couple of years ago thinking that it was a smart financial move. It has turned out to be a GIANT headache.

 

[tanyaandallie]

Actually, there is a very good chance that you will get great service at the first location you try.

Just be aware, in advance, of exactly what your transaction SHOULD cost and know that
if you happen to get the wrong price quoted that you do have an alternative.

Thanks!!! I definitely will! I'm kicking myself for not buying the right tickets to begin with.