Let down by Attraction Tickets (Updated)

[amazon]

Purchased 2 adult and one child 5 day for the price of 4 DLP park hopper tickets from Attraction Tickets http://www.attractiontix.co.uk/disneyland-paris.asp but on day 5 the tickets were refused. Disney Relations told us they were only 4 day park hoppers. Returned to our off site hotel by now late afternoon, and sent Attraction Tickets 3 emails via the hotel internet including mobile number and hotel room contact details, but no reply. I then rang their customer service on my mobile who confirmed I should have 5 day park hoppers and they suggested I paid for one day and they would refund the cost. It was now late Saturday afternoon and the time it takes to get back to the park it would not be worth the time and effort.
We had planned Saturday as our last day in Disney to see a couple of missed shows and late night fireworks also not yet seen, but it was not to be. I just wondered if any one else has had a similar experience.
They also said I needed to send them the tickets to get a refund for the missing day. I said I also wanted compensation. Does anyone know what would be reasonable compensation in a case like this.

 

[Cyrano]

Regardless of not buying a ticket you purchased a 5 day ticket and were not provided with the goods that you purchased.
I'd send a letter rather than an email to the company explaining your disappointment and look forward to them resolving the issue

 

[BRobson]

Hope you get a good result. It wont make up for what you missed but they should at least refund you for the missed day

 

[Ware Bears]

What a shame.

I'd also send a letter, I think these are more efective than emails.

 

[wendybird7]

Honestly, if I were in your position I would write a formal letter stating that this ruined your holiday and you want the money for the tickets refunded. I would also say you will go to the media if this isn't resolved quickly - I used to work in complaints - sorry, customer relations - and this REALLY works.

Good luck!

 

[amazon]

First email reply from AT in response to my letter.


Dear Mr *****,

I am in reciept of your letter & returned Disney tickets.

Please could you advise me which e-mail address you originally sent your complaint to? As I would like to look into this to see why your complaint was not acknowledged.

May I also send my apologies regarding the incorrect tickets being issued & sent out to you.

I have spoken to our ticketing department, to ensure FULL checks are made against all bookings before sending tickets out.

The difference in cost between the 5 day for the price of 4 & 4 day for the price of 3 is £39 in total, which of course I will refund to you.

For the inconvenience caused on your 5th day I am offering £50 gesture of goodwill, as full & final settlement.

Could you please e-mail me to accept & I will then refund your card for a total of £89

Yours Faithfully

V***** M******

Customer Service Manager

My email reply:

Dear V***** M******
Thank you for the reply and apology.
I originally contacted you via your Contact web mail form on the Company Info page of your web site.

Clearly a huge error was made in sending me the wrong tickets which resulted in the total loss of our last day in Disney.
I understand that you operate a respectable business and sell a large number of tickets and I am sure it is not a common occurrence for the wrong tickets to be sent. It is just unfortunate that it had to be mine.
I could place a monetary figure on that lost day which does not include the human factors of disappointment, missed attractions, humiliation and stress caused to my wife, self and young son. In addition, I now have the problem of finding time to reach a settlement when I had hoped my reasonable approach would have allowed you to simply offer a full refund.


Total holiday cost was £869 / by 7 days = £124 (Expedia)
Cost of 5 day park hopper tickets £251 / 5 = £50.20
Total monetary loss on the day = £174.20

I note that your calculation of £39 difference in ticket price does not reflect the actual amount paid.

At this stage I do not wish to pursue the matter in the small claim court, although I do have a very good claim.
If I do choose that option I would claim for the maximum compensation.
I therefore will not accept any less than £174.20 in settlement of my claim.

I do hope you will find this figure more than fair.

Yours sincerely,
Mr *******.

Dear Mr ******,

I have re-considered your request for compensation & taken into account your holiday cost as a total & not just the park tickets.
I am willing to offer £175 in settlement of this claim.

Please advise your acceptance & I will go ahead & refund your monies.
Again, please accept my apologies for the inconvenience this error has caused.

Yours Sincerely

V****** M*****

Dear V****** M*****
Thank you for your reply and offer to settle for a £175 refund.
In my original calculation I neglected to include the costs incurred as a direct result of trying to contact you from our hotel in France. The hotel had a flat rate minimum internet connection charge of £6. (receipt available)
When no reply came I then telephoned your customer service via my mobile phone at a cost of £4.20 for 6 minutes x.70p per minute. I would be grateful if you could also reimburse these costs making a total final settlement of £185.20

Yours sincerely,
Mr ******.

Hello Mr *****,

I will action this now, as full & final settlement, please allow 3 working days before this goes into your account.

Again, apologies for inconvenience caused

Yours sincerely
V***** M*****


Result. Maybe I should have asked for more...




.

 

[BRobson]

Well done you - A great result

It just goes to show that it is worth complaining sometimes

 

[Ware Bears]

Glad you stood your ground and had such a good result!

I know this doesn't make up for your last day being spoiled but I hope it goes a little way towards softening the blow.

 

[Cyrano]

Good news that you reached a resolution

 

[jillrobinson]

This won't compensate for your lost day, but at least it's something. Well doen you for not accepting the first offer - never a good idea.

 

[wendybird7]

well done - i hope my complaint with disney direct goes along these lines, fingers crossed!

again, does not make up for lost day and disappointment, but softens the blow a little.

 

[tennisfan]

I'm glad it was resolved even though it doesn't make up for the lost day.

 

[Shell820810]

Hi

I was just back yesterday. They would also not accept my 5 for 4 days voucher - they said they had never heard of the company. I also just received the voucher (no tickets) which I thought was a bit strange when I received them as they were sent by post, but that was all I received when I went to Portaventura, so I never thought to question it before I went. It ended up that the 5 day ticket would of been €131 euros each for the 2 children, so we ended up buying them an annual pass at €129 euros. (it was about £75 for the tickets with attractiontix so quite a diffference!). It was a stressful start to the holiday, and put me in a foul mood for the first couple of days. Now I have to look forward to trying to get a refund (and possibly compensation). Was just on hold there for 10 minutes when i seen this post so think i will just send a letter instead.

I would be very wary of using them again!

 

[Shell820810]

Hi

I was just back yesterday. They would also not accept my 5 for 4 days voucher - they said they had never heard of the company. I also just received the voucher (no tickets) which I thought was a bit strange when I received them as they were sent by post, but that was all I received when I went to Portaventura, and it said on the page this is your voucher, so I never thought to question it before I went.

It said on the voucher that "this is your voucher", but it also said "find your tickets enclosed", so do you think they will argue that I am in the wrong?

It ended up that the 5 day ticket would of been €131 euros each for the 2 children, so we ended up buying them an annual pass at €129 euros. (it was £77 for the tickets with attractiontix so quite a diffference!).

It was a stressful start to the holiday, and put me in a foul mood for the first couple of days. Now I have to look forward to trying to get a refund (and possibly compensation). Was just on hold for 10 minutes when i seen the previous post so think i will just send a letter instead.

How much compensation would you ask for?

The cost of the two tickets that I bought from Attractiontix - £144

The difference in the price we had to pay for the new tickets? - €129 + €116 (discounted annual pass) - the £144 that we were prepared to pay?

Inconvenience of having to put the unexpected charge of €245 (lucky we had the credit card, what if we had only budgetted for spending money and couldnt afford to buy two new tickets?!) on my credit card, which restricted purchases for the remainder of the trip?

Would you ask for compensation for time that was wasted at Guest relations having to sort out the passes?

Although this was simple human error in forgetting to put the tickets in the envelope, I would be very wary of using them again!

 

[Cyrano]

Shell hope you have a similar result in getting your money back

 

[Shell820810]

Shell hope you have a similar result in getting your money back

Yeah hope so! On the plus side though, it means there were 3 annual passes sponsored under your name, so you should get the full 12 mths free. Will get it sent back to you on Monday. Had a great time other than that, weather was great, but it was sooo busy!

 

[Ware Bears]

Shell, how awful.

Good luck with getting it sorted I hope you still managed to have a good time in spite of this.

 

[Shell820810]

Hi

I posted here before about a problem I had with attractiontix (the voucher they sent wasnt accepted at Disneyland Paris).

Well I have been in contact with them, and gotten a full refund, and I will get a discount on the next tickets I buy.

It was human error, that the tickets were not put into the envelope, and this can happen anywhere. However I think a company should not be judged on its mistakes, but how it rectifies them, and I am very satisfied with how attractiontix has dealt with this.

I will definitely be checking with them for my florida tickets next year.

 

[Melanie1965]

Its always nice to hear when someone gets good service from a company. Glad you got it sorted out in the end

 

[wendybird7]

very glad to hear about this

to err is human....to RECTIFY divine