Issues with Premier Pass on the websites...?

[AquaDame]

Am I the only one who has been having enormous issues with my Premier pass? I originally purchased it over labor day weekend last year at Disneyland and had no problems at all in that park, but then the Disneyworld website would not accept the pass! I then got a run around on the phone trying to find someone to help me; Disneyworld claimed only Disneyland phone operators could help me since I got it there, and the ones in Disneyland said Disneyworld had to help me since it was THEIR website. I finally got through to a very patient CM at the Disneyworld # who sorted it out for me with a catch. The website thought my pass expired in December and no one could help me figure it out....

I went to Disneyworld in December and the pass was rejected! The poor CM at the gate did not know what to do and asked everyone in the booth with her for help until finally a supervisor came out. In the end the only thing they could think of was reissuing my pass which worked for the gate AND FIXED THE DECEMBER EXPIRATION ISSUE! hooray! My trip in March worked without a hitch as well, but now I'm worried when I go back to Disneyland it won't work THERE since it was issued in Disneyworld. Why worry? Well...

A month or so ago the Disneyland website asked me to reenter my pass info all over again. This time it simply will NOT take my # no matter what I do. The page just refreshes in multiple browsers on multiple machines. I tried finding the same # I called before but I can't find anything but a phone tree that hangs up after telling me basic info, so I sent an email and was told it could take ten days to get a response! This wouldn't be a big deal but I was planning my final trip to Disneyland at the end of August and was hoping to price out a hotel at one of their places (DLH or PDP) but now I can't see what the cost would be... does anyone know if these dates have been released yet? And if so how much they are for Aug 25th-28th? I wish my pass would just WORK for both parks like it should! I've used a lot of spare time mico-managing it!

 

[skiingfast]

There hasn't seem to have been many issues in a long time as far as entering the parks. Online I've only heard of this login problem for the WDW.com site. Of course this is the west coast side of the DIS.

AP rates.

PPH standard 25 $261 26 $261 27 $261 28 $216
PPH View 24$329 25$329 26$329 27$329 28 $266

DLH Standard 24$333 25$333 26$333 27$333 28 $270
DLH View 24$356 25$356 26$356 27$356 28$293

 

[lurkyloo]

I'm reviving this thread to let you know that you are not the only one having trouble. I have just been told by a CM in the AP department that the Disneyland web site does not accept Premier pass numbers at all! Mine worked fine on the site from last October til about a month ago, and now nothing...

So in addition to not being able to see AP rates at the hotel, we also can't book AP discounted World of Color Picnic Packages or AP discounted Halloween party tickets online—and the picnics can ONLY be booked online!

I cannot believe that users of Disney's most expensive pass are being penalized this way. Maybe they think if we can afford the Premier we don't need discounts...

 

[skiingfast]

I have just been told by a CM in the AP department that the Disneyland web site does not accept Premier pass numbers at all! Mine worked fine on the site from last October til about a month ago, and now nothing...

Did they offer you a solution to this? Like possibly giving you a second number to use on the DL site and maybe a third for the WDW site if needed?

 

[lurkyloo]

His only solution was to use the Contact Us form on the website—which I have done and never received a reply!

So, here's how I got it fixed. I called the Disneyland Annual Passholder line at 714-781-4567, Option 5. A fabulous CM there called the ticket office at the park gate and got someone web-savvy who was able to enter my pass number into my account for me.

Apparently there is a known issue for Premier passholders who enter their pass info into Walt Disney World's AP site before they enter it at Disneyland's site.

When I asked what others who are having this problem should do, the ticket CM said they should log out of the Disneyland site, delete their Disneyland site cookies, and close the browser. Then try entering the pass again. If that still doesn't work, go to the WDW AP site, enter the pass info there, sign out, delete the cookies, close the browser, and then go back into Disneyland's site.

And if all else fails, call the AP line at Disneyland like I did and hope you get someone who will call the main gate for you and ask that guy to help again!

 

[Mickey&JoshNut]

I'm reviving this thread to let you know that you are not the only one having trouble. I have just been told by a CM in the AP department that the Disneyland web site does not accept Premier pass numbers at all! Mine worked fine on the site from last October til about a month ago, and now nothing...

So in addition to not being able to see AP rates at the hotel, we also can't book AP discounted World of Color Picnic Packages or AP discounted Halloween party tickets online—and the picnics can ONLY be booked online!

I cannot believe that users of Disney's most expensive pass are being penalized this way. Maybe they think if we can afford the Premier we don't need discounts...

His only solution was to use the Contact Us form on the website—which I have done and never received a reply!

So, here's how I got it fixed. I called the Disneyland Annual Passholder line at 714-781-4567, Option 5. A fabulous CM there called the ticket office at the park gate and got someone web-savvy who was able to enter my pass number into my account for me.

Apparently there is a known issue for Premier passholders who enter their pass info into Walt Disney World's AP site before they enter it at Disneyland's site.

When I asked what others who are having this problem should do, the ticket CM said they should log out of the Disneyland site, delete their Disneyland site cookies, and close the browser. Then try entering the pass again. If that still doesn't work, go to the WDW AP site, enter the pass info there, sign out, delete the cookies, close the browser, and then go back into Disneyland's site.

And if all else fails, call the AP line at Disneyland like I did and hope you get someone who will call the main gate for you and ask that guy to help again!

Can I ask if you purchased your Premier Pass in WDW or at DL...I bought mine at WDW and I was told that the DL passholder site does not accept the Premier passport codes from WDW...I was wondering if you could check something for me, since they were able to enter your Passport information on the Disneyland Site....what code did they use...the bar code # or the WTS #? I have tried both and each time I am told it is invalid. When I called DL (before our trip) I was told that because I hadn't "entered" the DL parks with my pass, the DL site would not accept my pass. After we returned from DL, I tried again to enter my passport #, it again told me that my pass number was invalid. Glad you were able to get someone to help you as each time I called DL I am told that they are working on it and just to call to see what the AP rates are.

 

[lurkyloo]

I bought mine at Disneyland, but I *think* my first use was actually at Walt Disney World. And I know for sure that the first website I entered the number on was WDW, not Disneyland. Even weirder, the number has worked on both sites since last fall—it's only in the last month or so that it stopped working...

The code the Disneyland guy entered was the bar code, not the WTS number.

I'm so sorry you keep getting the runaround—that's exactly what they told me the first time I contacted them, yet my subsequent experience proves there IS a solution already. I say call again and ask them to get in touch with someone in the ticket office at the gate. It is ridiculous that you are not able to take advantage of the web-based AP discounts because of this technical problem!

 

[ImTooExcitedToSleep]

His only solution was to use the Contact Us form on the website—which I have done and never received a reply!
:

I used the form also, never received a reply...but the next time I checked it was fixed.

 

[reader]

Gosh this makes me cranky all over again. We have most expensive pass and it's been a major hassle! I upgraded from a DL annual pass to the premier. No problem using for entrance to WDW or DL. Also no problem registering on WDW site. However also unable to register on DL site. Many many emails and calls. Couldn't understand why it was a problem they couldnt solve. Provided pass number and someone in cs finally entered it. Never received explanation, apology or compensation. Was quite dissatisfied with quality of response especially since it's such a expensive pass

 

[alyssa810]

Gosh this makes me cranky all over again. We have most expensive pass and it's been a major hassle! I upgraded from a DL annual pass to the premier. No problem using for entrance to WDW or DL. Also no problem registering on WDW site. However also unable to register on DL site. Many many emails and calls. Couldn't understand why it was a problem they couldnt solve. Provided pass number and someone in cs finally entered it. Never received explanation, apology or compensation. Was quite dissatisfied with quality of response especially since it's such a expensive pass

ITA!!!! We originally bought our passes at DL, and had problems getting into the parks, with FPs, getting our discounts in the restaurants etc. so after spending way to much vacation time at the AP processing center, we downgraded down to a regular DL AP. We upgraded back to the Premium pass at WDW for the following trip, and for the most part everything was fine; the only questions we got was for merchandise discounts- a lot of the CMs I encountered hadn't seen the pass before...
While I don't book too many AP rate rooms, I do like being able to log into the website, and I've yet to be able to do so...
We had assumed that WDW and DL would be more "linked" especially regarding info on its AP holders, but as we learned when we got the new passes at WDW, that is not the case. AND when we were experiencing all our issues at DL last year with the passes, it was extremely frustrating. I think of the Disney company of being pretty tech savvy, and the fact that they issued these very expensive passes with so many glitches seemed like something that they should have handled before selling the passes at all.

But don't get me wrong, I still love DL and WDW, and the Disney Corporation overall, and even the troubles we had with our passes won't keep us away!

 

[skiingfast]

I think of the Disney company of being pretty tech savvy, and the fact that they issued these very expensive passes with so many glitches seemed like something that they should have handled before selling the passes at all.

I had some programming experience, a little but a long while back. My guess is the problem is DL has it's own system design fot ticket number processing, and WDW has a different system. So make each have two systems, DL and PAP, then WDW and PAP, but that would be a big problem to design a whole third system.

To overcome that they could make it all one system(delete one of the systems), but then of course I could take my DL AP and walk into Epcot with it and unless they look at the art design on it, they may not know. And since they are many differences in AP uses in DL than WDW the architecture may be very different and hard to start again from nothing.

If it were me I would try to add in code (a patch) that identifies the type of pass by the first numer. 3xxxxxxxxxxxxx for Premiers(always excepted), 2xxxxxxxxxxxxxxx for WDW(accepted at WDW, rejected as invalid at DL), then 1xxxxxxxxxxxxxxxx for DL(accpeted at DL rejected at WDW). Then just like when your AP is scanned and brings up you name or picture on the screen it could say valid or not valid in DL. Of course then we would all need to use the new number systems on APs and it would take a long time to roll every APH over to the new number system.

Having two systems and making them work together is a daunting task for an IT department. You probably remember difficulties in the late 90's if you owned a Mac and work or school used a PC.

 

[pycees312]

I find this to be pretty horrible Disney STILL has not been able to fix the premier pass issues.. it's been over a year since it launched. I do think it sucks for those who shell out so much cash for these passes. I remember how disappointed I was with ours.

 

[pycees312]

and actually somewhat embarrassed.... Here you have a universal card that cost 700 plus and you guess what can't get in. Peeople are looking at you for holding up the line etc... horrible...

 

[AndyR]

While we've had no problems entering WDW or DL with our Premier Passes, I too bought our passes at DL.

I then registered on the WDW passholder site and then hit all the problems registering the pass on my existing DL profile.

After calling GS, and sending in the email, here's what I got back:

Thank you for your e-mail to the DISNEYLAND® Resort. We appreciate you taking the time to share your experience with us.

We apologize for the difficulties you have encountered with our website and trying to add your barcode to your online profile. The appropriate leaders have been made aware of the issues you described, and they are working diligently to resolve the matter. Unfortunately, there is no known date for when this will be resolved. We appreciate your taking the time to report this.

First, please delete any barcode from your profile and re-enter it with no dashes or spaces. If you are seeing a message asking you to choose a primary domain, please do this because you may have multiple accounts associated with a single email address.

If you are still unable to attach a barcode, we suggest creating a new account on Disneyland.com with a different e-mail address in order to access the Annual Passholder section.

Again, thank you for contacting us. Comments such as yours are welcomed in that they assist us in evaluating our operation and our success in generating happiness for our Guests. We hope you will have the opportunity to visit the DISNEYLAND® Resort soon and that our attractions and entertainment will delight you in every way.

Sincerely,

Marion Newmar
DISNEYLAND® Resort
Guest Communications


Received date: 5/18/11

I was unable to enter the pass, so I created a new DL account and email addy (which redirects to my main addy) and I was able to register my Premier pass on the DL site.

Andy

 

[Mickey&JoshNut]

Thank you all for your responses, I was able to set up a new DL account using another one of my email addresses (that I seldom use) and was able to register my Premier Pass.

I wish in all the times I had contacted DL that someone had suggested I use a different email address to then try to enter my Premier Pass - each time I was told that it was because I hadn't entered DL using my Premier Pass that I could not enter the info on the DL site.

I hope when I renew my pass in September that I won't have the same problems.

Thanks again

 

[Nonsuch]

...I was able to set up a new DL account using another one of my email addresses (that I seldom use) and was able to register my Premier Pass.

I don't have a Premier Pass, but have a Premium Pass at DL and an Annual Pass at WDW

My DL pass had been registered for many months, but after registering the WDW pass to the same account it was no longer possible to access the DL passholder site. The DL pass could not be re-entered.

Creating a new account with a different email for DL has solved the problem. This not really a solution, but a workaround for problems with Disney websites