I can't believe how mad i am!

[crashbb]

Since when did exceptions to the rule become expected? Why bother having rules, if you (WDW) is expect to bend/break them in the name of customer service at all times.

 

[Mkrop]

It's not a matter of seeking "satisfaction" because technically she is not entitled to an extension of her park pass. However, my assertion still stands. I think that Disney should have sold her the two days as a courtesy or as an offer of good will.

And how many guest over the course of business should they do this for, I am sure during the winter months many people get delayed, that is why it is recommended that when you travel during the winter months to have extras with you, esp emergency money or credit card. Even during the summer flights get cancelled due to thunder storms and such. How much should Disney give before it affects the bottom line? She could have easily gotten stuck anywhere via her destination back home, should any of those business just give her stuff too.

 

[Magic Mom]

And exactly how was she supposed to know that a major snowstorm was going to delay Amtrak? Look into her crystal ball?

She didn't plan on staying an extra 2 days. She is forced to spend 2 extra days. IMO this is an extenuating circumstance and Disney should have upgraded her non-upgradable tickets as a courtesy to her. They didn't and I think it stinks. Especially when she chose to stay on property and not book a much cheaper offsite hotel. They are making money off her and possibly double dipping by filling a room that they may have already sold to someone who can't get to WDW because of the storm. Especially when the concierge at OKW told her that she could upgrade her tickets.

OP: I hope that you can make the best out of a bad situation .

I disagree. Disney had nothing to do with the reason she is forced to stay they aren't under any moral obligation to rectify her problem. She has the option of staying offsite if she doesn't want to give Disney any more money. I don't see what the big deal is anyway. There are more than enough activities to keep her and her children occupied for two days. If she wants to enjoy the parks, then she should pay. If she isn't willing to pay, then she can take advantage of the rest of the resort. Simple. For what it's worth, my kids love days out of the parks. Time at the pool, Fort Wilderness, and Downtown Disney is loads of fun.
I think that the OP realized that and is out enjoyinmg herself as we debate this.

 

[bicker]

Since when did exceptions to the rule become expected? Why bother having rules, if you (WDW) is expect to bend/break them in the name of customer service at all times.

Yes, that's exactly what I was getting at, but didn't express it quite so well. I believe that Disney's guest recovery policy was effectively destroyed by the change in customer behavior reflected by what you've alluded to, the expectation that every rule will be waived, and every procedure bypassed, so that the customer gets whatever the customer wants. Guest recovery used to do so many great things, but was effectively castrated because it could no longer be effectively directed towards cases of truly justifiable need (as opposed to cases of strong desire).

 

[DVCmom1960]

Im not sure if this has been mentioned BUT Seaworld shuttle number is 1-800-221-1339 I think their tickets fairly reasonable, they also can give a lift to Busch Gardens for a fee. Could Orlando tourism perhaps offer some reasonable diversions? Im so sorry you have found yourself in a bit of a mess. What about DTD perhaps a movie? Can you still get free park tickets for touring timeshares??? Good Luck with your weekend!!!

 

[TDC Nala]

The bolded part is what would make me angry. She was told that it could be done by someone who was supposed to have known the facts. Can you try to find this CM and have them help you since they told you it could be done?

That CM was apparently unaware that she had purchased special discounted tickets and assumed she had regular MYW tickets. The answer she ultimately got was the correct one for the discounted tickets.

 

[Slippy]

Sorry to be the bearer of bad news, but they cut down the [lawnmower] tree. No idea why.

Unless they did it in the past 2 weeks, this is not exactly right. It is certainly more of a stump than a tree, but the "part that counts" is clearly there. How much longer it will last before rotting or being further preserved? Who knows, but it is still there for a while longer!

 

[LuvOrlando]

I think Disney should have bent the rules on this one. Not cool Disney, not cool.

I really dislike the fact that these days everyone involved, from the CM's all the way down to the fan base, always assumes everyone is crossing some imaginary moral line by expecting the WDW CORPORATION to have a more compassionate corporate culture.

 

[hrh_disney_queen]

That CM was apparently unaware that she had purchased special discounted tickets and assumed she had regular MYW tickets. The answer she ultimately got was the correct one for the discounted tickets.

At 12:21 I posted this:

Ooops !! I missed that small detail! sorry!

It helps if you read the thread first.

 

[RunningGirl]

I have to side with Disney on this one. Too people think they should be an exception to a rule - you know this if you've worked in customer service. Discounted anything usually comes with a price - like non-refundable, non-exchangeable airline tickets. My best advice is to try to get over it instead of getting worked up and have fun.

 

[TDC Nala]

I wouldn't expect Disney to offer discounted park tickets to anyone who had a delayed departure for weather purposes (who isn't already entitled to cut-rate tickets). In some situations that's going to be a lot of people. I was stuck there for 2 days during Hurricane Frances and was lucky to even get the AP rate for the room at Pop Century I had to reserve because I couldn't fly out. Most of the OP's frustration is the misunderstanding with the first CM she spoke to who didn't realize the type of ticket she had and told her it would be possible. Not the CM's fault.

 

[wdwfan16]

And exactly how was she supposed to know that a major snowstorm was going to delay Amtrak? Look into her crystal ball?

She didn't plan on staying an extra 2 days. She is forced to spend 2 extra days. IMO this is an extenuating circumstance and Disney should have upgraded her non-upgradable tickets as a courtesy to her. They didn't and I think it stinks. Especially when she chose to stay on property and not book a much cheaper offsite hotel. They are making money off her and possibly double dipping by filling a room that they may have already sold to someone who can't get to WDW because of the storm. Especially when the concierge at OKW told her that she could upgrade her tickets.

OP: I hope that you can make the best out of a bad situation .

Did Disney cause the snowstorm that delayed Amtrak? She wanted to pay $3 for a $75 item. Disney did not have to do the upgrade and did not.

What if she got to Disney and then her kids one by one started puking. Should Disney give her the difference back for the unused day on the tickets?

Things happen when one travels. Having travel insurance would have helped here and then she could have bought a 1 or 2 day ticket.

I would see this as an adventure and enjoy it as such.

 

[wdwfan16]

What Robin is saying, which I agree with completely, is that she didn't plan on being their two extra days. She is not asking for Disney to comp her the tickets, just to allow her to upgrade her tickets. Perhaps there maybe even could have been a compromise, but asking a guest who has spent their entire vacation with you, bought a multi-day tickets to your parks, to pay the huge fees for the one or two day tickets because of something beyond their control isn't good customer service. Do they HAVE to do it....no....is it something I would expect a company known for customer service, like Disney, to do? Absolutely.

What if they offered her the upgrade if she paid the difference between the tickets she bought and the ones that are upgradeable. That would be the only way her $3 upgrade would be truly what it cost.

 

[lillygator]

Did Disney cause the snowstorm that delayed Amtrak? She wanted to pay $3 for a $75 item. Disney did not have to do the upgrade and did not.

What if she got to Disney and then her kids one by one started puking. Should Disney give her the difference back for the unused day on the tickets?

Things happen when one travels. Having travel insurance would have helped here and then she could have bought a 1 or 2 day ticket.

I would see this as an adventure and enjoy it as such.

exactly.

OP I hope you find things to do - there is plenty to do on Disney property that is fun and free too!

 

[OceanAnnie]

The question is OP- Are you having fun yet?! Hope so!! Let us know!

 

[phorsenuf]

Yes, that's exactly what I was getting at, but didn't express it quite so well. I believe that Disney's guest recovery policy was effectively destroyed by the change in customer behavior reflected by what you've alluded to, the expectation that every rule will be waived, and every procedure bypassed, so that the customer gets whatever the customer wants. Guest recovery used to do so many great things, but was effectively castrated because it could no longer be effectively directed towards cases of truly justifiable need (as opposed to cases of strong desire).

Try simpler words next time. I think most people gloss over your posts because you express yourself far more eloquently than necessary.

OP- hope you are out having a great time and if nothing else this shows why investing in trip insurance is so important.

 

[disneyjunkie]

http://disboards.com/showthread.php?p=34809662#post34809662


I was just reading this thread on the budget board.

Disney has been pretty generous with these tickets. The OP was able to purchase 7 7 day passes for a great price.

She was able to purchase the tickets without being part of a group. She was able to purchase 7 day tickets instead of 5. Her kids were also able to attend a few great classes.

After all of the discounts and perks disney said yes to, how can she be mad now?



Check out the last page of the thread. They may be offering these tickets again in June and July.

 

[bicker]

Try simpler words next time.

Hehe... most of the time (like over 80% of the time) that just give some nit-picker the opening they need to distract attention away from the point, because they don't like the point.

I think most people gloss over your posts because you express yourself far more eloquently than necessary.

I suspect many of those who "gloss over" my posts do so because they don't like the business perspective, and would hate to be confronted with such a strongly-supported explanation of why consumers cannot reasonably expect to have what they want to have. But that's neither here nor there.

OP- hope you are out having a great time and if nothing else this shows why investing in trip insurance is so important.

 

[robinb]

And how many guest over the course of business should they do this for, I am sure during the winter months many people get delayed, that is why it is recommended that when you travel during the winter months to have extras with you, esp emergency money or credit card. Even during the summer flights get cancelled due to thunder storms and such. How much should Disney give before it affects the bottom line?

How many should they do it for? As many that ask in this situation. The number of people who have non-upgradable tickets cannot be all that large compared to the people who already have valid tickets or those that can be upgraded. Not only is it the nice thing to do, but it also makes good business sense. The Disney business model is based on encouraging people to stay longer because they know that they make money off of people eating at restaurants and shopping. That's why after 3-4 days the price per extra day goes down drastically. Disney wants you to stay longer. I would contend that keeping the parks open for the next two days is a fixed cost and that extending the passes because of a situation out of the OP's control does not cost Disney a thing. It gains them so much more than they lose. It gains them good will from the OP and everyone else reading this. This would be a happy positive thread showing Disney in a good light and not a negative unhappy thread showing Disney to be intractable and uncompromising. It also gains them money freely spent by the OP. Hey kids! Two more days of fun at WDW! If I were the OP my pocketbook would be so tight right now it would squeak! They wouldn't get one more unnecessary dime from me. Lastly, it gains them a happy customer. If I were the OP in that situation, I would seriously re-think where to go on my next vacation.

She could have easily gotten stuck anywhere via her destination back home, should any of those business just give her stuff too.

Funny you mention that. Hotels do offer special weather rates when passengers are stranded in nearby airports. They could jack things up to their maximum rack rate that's listed on the back of the door. But they don't. Hmmm ... I wonder why .

 

[Topper]

The OP's anger is misdirected. She should be asking Amtrak to buy her the 2 day tickets and DDP. They are the ones stranding her in Orlando after all.