Just had LONG talk with supervisor about codes

[boomhauer]

Here's what she told me:

Disney is WELL aware of what's going on. For those who have been told that there is a general code - Wrong. There is NO general code.

For those that are using the pin code, if you HAVE gotten the discount, there's one of 2 possibilities:

1.You had a pin attached to your name - No problem.
2.You had no pin attached to your name, and the CM screwed up.

Now, ANY reservations that were made with the pin are now being investigated. They realize too, it is not fair that some have gotten the code that shouldn't have, while others have not.

Take from that what you will, but for those who didn't have the pin, I wouldn't start counting your savings just yet.

 

[MagicKingdom05]

Here's what she told me:

Disney is WELL aware of what's going on. For those who have been told that there is a general code - Wrong. There is NO general code.

For those that are using the pin code, if you HAVE gotten the discount, there's one of 2 possibilities:

1.You had a pin attached to your name - No problem.
2.You had no pin attached to your name, and the CM screwed up.

Now, ANY reservations that were made with the pin are now being investigated. They realize too, it is not fair that some have gotten the code that shouldn't have, while others have not.

Take from that what you will, but for those who didn't have the pin, I wouldn't start counting your savings just yet.

Thanks for the info, but I would say that until Disney starts making calls and stuff like that, nobody will know for sure.

 

[Cinderumbrella]

Ah, but the question of the day truly is what are they going to do about it?

I guess we'll all just have to wait and see...

 

[CanadianGuy]

Well that surely is interesting.

What's even more interesting is that it's taken them a week to figure that out... and they STILL haven't done anything effective to stop people booking using the code only (vs the pin & code). SEVEN days ago on this very board, guests reported being told that the 'Audit Dept' was looking into these reservations with codes.

That was a week ago. To quote David Lee Roth "This isn't rocket surgery." Running a sort on reservations using code XYZ with out a pin attached to the record is a simple query. It's not the sort of thing that would require shutting down the call center and four days to run a report.

And beyond all that, EVEN TODAY people were being told they could use this code without the associated PIN. So basic CRM training is non-existent. Basic CRM daily communications about company rules and policies is non-existent. Its NUTZ!

Whoever runs the Central Reservations Call Center should be hauled into Liberty Square and put in the stockade.. and then fired. Seriously.

I'd understand if Goofy was running the place.. but land-a-goshen.. it's beyond ridiculous at this point. The answers to these questions should be the same EVERY time you call.

John

 

[MagicKingdom05]

Ah, but the question of the day truly is what are they going to do about it?

I guess we'll all just have to wait and see...

It will be interesting to see what they do.

 

[ribbot]

It sorta reminds me of buying a car

It will be interesting to see what happens. I'm going at "non-code" time this year, but a few years back I used a code---got $804 off my original price, paid for it in full with my Disney Visa--checked in at the hotel, wasn't asked for any proof, etc. and never heard another thing about it.

Disney is a big place---with lots of hotels and lots of reservations being made--not just by Disney Travel. I would think it would pretty difficult to find and fix all the errors with the amount of people that travel there everyday.

 

[boomhauer]

She also went on to say that the rules for wach discount code are just a click away and any CM that is doing their job properly is supposed to check on that before booking.

I think the decision comes down to, what wrath would Disney rather face:

1.That of those who shouldn't have gotten the discount, did and will be refused.

or

2.Those who didn't have a pin and were refused from the beginning.

Either way, I sense a tough few months ahead after this.

 

[MagicKingdom05]

It sorta reminds me of buying a car

It will be interesting to see what happens. I'm going at "non-code" time this year, but a few years back I used a code---got $804 off my original price, paid for it in full with my Disney Visa--checked in at the hotel, wasn't asked for any proof, etc. and never heard another thing about it.

Disney is a big place---with lots of hotels and lots of reservations being made--not just by Disney Travel. I would think it would pretty difficult to find and fix all the errors with the amount of people that travel there everyday.

I agree. How will they possibly be able to weed through all the reservations and find those who didn't have a PIN that booked the code.

 

[boomhauer]

Disney is a big place---with lots of hotels and lots of reservations being made--not just by Disney Travel. I would think it would pretty difficult to find and fix all the errors with the amount of people that travel there everyday.

Won't be hard at all. It'll probably take them about 10 minutes to find all the names, then another hour or 2 to see if they have a pin.

I would bet my reservation, their system has a way of pulling up all reservations that were booked with discount codes VERY easily. Then it's just a questions of matching them all up.

 

[MagicKingdom05]

Won't be hard at all. It'll probably take them about 10 minutes to find all the names, then another hour or 2 to see if they have a pin.

How exactly would they go about doing this?

 

[LisaNJ25]

sounds like them have a major CM problem and they all need to be retrained....

 

[unicorn1]

Thanks for the info, but I would be SHOCKED if they "undo" what anyone has already confirmed.

Of course they are gong to say they are looking into it, but undoing confirmations is not good for public relations, especially for all the folks that didn't use the "I lost my pin" routine but instead were offered the deal by a CM. I'll believe there are reversals/adjustments happening when I hear it.

 

[boomhauer]

How exactly would they go about doing this?

Get a printout of all the reservations made with the pin code over the past week, then have their auditing department check the names against whether or not they have a pin.

Pretty simple.

 

[MagicKingdom05]

Get a printout of all the reservations made with the pin code over the past week, then have their auditing department check the names against whether or not they have a pin.

Pretty simple.

If they can do that then yes it would be simple to do that.

 

[NewJersey]

I still don't know if I have a pin attached to my name or not. When i called an hour ago to rebook after making my initial reservation at 7 am today, the CM said "the pin that your booked under..." and when i made my initial reservation, the guy verified my information after I mentioned the code and went ahead of the reservation. I'm calling later to find out if I have the pin...if not, I'll be making my reservation on a cruise to the southern carib. on norwegian cruise line instead. I find it ridiculous that disney will be taking away discounts that CM gave out. I think its pretty bad business practice.

 

[CampbellScot]

I don't know how it's possible that there would be SO MANY mistakes on this...I was just on the phone with CRO and the CM I was working with said that if a PIN is required the computer asks for it and won't proceed without it. If they can apply a code without a PIN then they do...b/c a PIN wasn't needed.

I honestly believe that the CM's are given some discretion in terms of hunting down a code that can be applied. I just booked after changing my dates and the CM hunting around trying to find a way to work it. I asked if I needed a PIN and she said that this wasn't a PIN code, it was a general code that was applied if it was asked for and the travel dates weren't blacked out. It wasn't applied to anything anywhere, there were boundaries in which the code could be applied.

If you booked the 40% off deal, GREAT for you. I highly doubt it will be recalled. The code is out there...for use...by Disney vacationers...and obsessive compulsive Dis'ers!!

The Boardwalk "glitch" was a totally different situation. Disney would have lost money on pricey deluxe rooms that they hadn't anticipated discounting and had no intention to discount.

I think everyone should relax...no one did anything underhanded...the CM's at CRO aren't as braindead as they are being made out to be...I think it's CM's doing what they are trained to do, which is to be helpful and friendly and as accommodating as humanly possible.

YAY Pixie Dust!!

 

[CanadianGuy]

If the CM can see if I have a pin associated or not prior to making the reservation.. then I foresee it being an even EASIER report than BoomH suggests..

It's really ridiculous its gone on this long. There is simply NO EXCUSE.

I would definitely wait to cancel till we know for sure what Disney is going to do. My money is that they just leave things as they are. These are typically low traffic weeks when they have a hard time filling rooms in the first place.. so..

J

 

[Lewisc]

I wonder if a limited number of CMs were responsible for most of the extra discounting. Disney has PIN discounts, public codes as well as the occasional deal that's offered when the CM goes to make a reservation. It's not the guests fault if the CM books a rate that Disney didn't intend for that customer. I didn't book a trip during this promotion but I tell the CM: I understand you have a 40% promotion running. Can I book a room at that rate? Once the CM says yes and books the room Disney would be wrong to change or cancel my reservation.

Disney has used targeted PIN codes for years. There isn't any excuse for Disney not having a system in place that ensures only guests who got the promotion can book at that rate.

I'd hope Disney goes after the CMs who are breaking the rules and not after their customers.

 

[Bride In The Attic]

She also went on to say that the rules for wach discount code are just a click away and any CM that is doing their job properly is supposed to check on that before booking.

I think the decision comes down to, what wrath would Disney rather face:

1.That of those who shouldn't have gotten the discount, did and will be refused.

or

2.Those who didn't have a pin and were refused from the beginning.

Either way, I sense a tough few months ahead after this.

But, honestly, how many people, outside of the Dis and a few other internet communities, even know this is going on? While the number of people who have tried to get the discount and can not may seem large to us here on the DIS (especially if you are one of those people) how many is it really and how many of those will pitch a fit loud enough for Disney to do something about it? It's not going to rock Disney's world to let things stand as they are and chalk it up to bad CM training. They put a certain number of rooms out there to be booked at the discounted rate, once they are gone they are gone...

Again, it will be interesting to see what, if anything Disney choses to do about this. They can talk about it all they want but actions speak louder than words and as of right now people are still booking without PINS...so how concerned are they really?? As CanadianGuy said (via David Lee Roth) "it's not rocket surgery" - if they really wanted to stop it they could.

 

[boomhauer]

Thanks for the info, but I would be SHOCKED if they "undo" what anyone has already confirmed.

Of course they are gong to say they are looking into it, but undoing confirmations is not good for public relations, especially for all the folks that didn't use the "I lost my pin" routine but instead were offered the deal by a CM. I'll believe there are reversals/adjustments happening when I hear it.

Like I said - Lesser of 2 evils.

Anger the ones they're going to screw, or anger the ones they did screw?