MDE warning - don't make my mistake

[LilyWDW]

I have had a few problems with FP+ and never been told by a CM at a ride queue that there is nothing that they could do. I was given clear direction every time. I am not saying that it doesn't happen, but I suspect that when it does happen you are dealing with a CM with an attitude, not Disney policy.

Actually, it DOES happen and I have seen multiple reports of it. Including at least one that went through multiple CMs from those at the attraction and at Guest Services.

 

[lugnut33]

But you get to sleep in.

 

[Kelly014]

This is why you should get screenshots. I know from first hand experience that CMs and the folks at Guest Relations are honoring these mistakes if you have screenshots. I lost all of my FP+ reservations one afternoon last week and a CM at a kiosk gave me a card with 3 FP+ "open" reservations that I could use for any FP+ attraction in that park (DHS) at any time the rest of the day.

I had screenshots, they weren't interested. I offered to email them several times. I am glad to hear they are sometimes honoring them though! I have phone and computer screen shots saved and printed out and will take them with us just in case, though I have heard several times that they won't accept screenshots. But who knows, that's just what I've read online and you know how that goes.

 

[surferdave]

Don't let all the advice you're getting here for workarounds lead you to believe that this snafu was your fault. This is a major Disney MM+ problem, plain and simple.

 

[becd]

I tried to change FP+ times with the App once on the first day of my trip last March and it cancelled a reservation I did not want cancelled. General chaos ensued and I learned my lesson - I always go with the full website regardless of the device I am using. Plus, strangely enough I found that the app would tell me there were no available times for a ride when the website would have available times...

 

[BuckeyeBama]

I had screenshots, they weren't interested. I offered to email them several times. I am glad to hear they are sometimes honoring them though! I have phone and computer screen shots saved and printed out and will take them with us just in case, though I have heard several times that they won't accept screenshots. But who knows, that's just what I've read online and you know how that goes.

They won't accept screenshots for no reason, but if your whole day's worth of FP just got wiped out, they will - at least, the CMs that I worked with did, and happily. I did see one person trying to say that he had a FP+ for Star Tours while I was waiting to be scanned in. The CM checked, saw that he had none for Star Tours but had 3 others that day, two of which he had used. He turned red in the face and walked away - busted. So I guess that they have to use some discretion as some people are lying.

 

[CFioren317]

FP+ for A&E 55 days out from June 24 are all gone as of today. That's just crazy. If it is true that they are holding up to 40% back for people at 30 days and people on the day of, then that is pretty stupid and a smack in the face to those people who are staying on-site and think the 60-day window is an advantage.

 

[ciera321]

OP - Thanks for the warning. I took screen shots of our FP+ for each day, so hopefully that would be enough if something goes wrong. Disney IT told be it's best to use the Disney website while doing anything, as the app doesn't perform as it's supposed to. Maybe they should think about fixing that...

 

[BuckeyeBama]

Disney IT told be it's best to use the Disney website while doing anything, as the app doesn't perform as it's supposed to. Maybe they should think about fixing that...

Amen - The app is still a disaster for FP+. On my last trip I used the full featured web site on my droid instead of the app for my FP+ management (the app worked fine for everything else).

 

[trainingupmy4princes]

The thing is... it most likely wouldn't look like a glitch in Disney's system. If Disney can't see a "problem" then they don't know if the OP is telling the truth. They can't just be giving out extra FP+ for this meet and greet as waits are already insane for those in standby. It's the same reason I can almost guarantee they won't accept the screen shots. They are easily manipulated. Plus, then people could just make a FP+, take a screen shot, cancel it, and make new ones. Which would given them more then the 3 FP+ limit if Disney would accept anyone who said "Oh, it must be messed up and here is a screen shot."

I'm not saying that I think the OP doesn't have the right to vent. Please don't misunderstand me. I'm just explaining how Disney might be thinking and how they will most likely react. Pretty much, if Disney doesn't show an issue, then they don't know that the OP actually had an issue.

The issue is that no company that prides themselves on customer service should have ever rolled out something sooo glitchy if they didn't have a process to help the guests that are getting glitched over.

My DH owns a technology company and writes programs for companies and he wouldn't think to release a product this buggy. Their problem with their IT department should never become the guest's problem.

OP I sincerely hope they make it right if not please post back as people should know. I love Disney but I won't blindly accept that I should pay inflated prices (with increasing price hikes) if their customer service drops below acceptable range.

 

[Kelly014]

They won't accept screenshots for no reason, but if your whole day's worth of FP just got wiped out, they will - at least, the CMs that I worked with did, and happily. I did see one person trying to say that he had a FP+ for Star Tours while I was waiting to be scanned in. The CM checked, saw that he had none for Star Tours but had 3 others that day, two of which he had used. He turned red in the face and walked away - busted. So I guess that they have to use some discretion as some people are lying.

Glad to hear it! DD will flip over meeting A&E (she doesn't know about our trip yet) but I am so nervous something will get messed up. This is our one must do attraction. Your story eases my mind a bit. And I am swearing off the app after all these stories...I haven't been using it to make changes since my original FP unknowingly got replaced, but now I'm afraid to even look at it the wrong way!

 

[delmar411]

It is an error that has been going on since the beginning. And just for future reference you cannot copy over 1 FP it is all or nothing and the system will replace them as it sees fit if there isn't availability. And when copying over do not ever copy to people who are already set in the times you want. That would have prevented some of the problems.

 

[3happydancers]

I have had a few problems with FP+ and never been told by a CM at a ride queue that there is nothing that they could do. I was given clear direction every time. I am not saying that it doesn't happen, but I suspect that when it does happen you are dealing with a CM with an attitude, not Disney policy.

I would hope you are right but still, this behavior should not be happening at all, don't you think?

 

[houseofduck]

It is an error that has been going on since the beginning. And just for future reference you cannot copy over 1 FP it is all or nothing and the system will replace them as it sees fit if there isn't availability. And when copying over do not ever copy to people who are already set in the times you want. That would have prevented some of the problems.

This is not the behavior on the desktop version of MDE. If there are no slots available, it will come up with a best match (and other options) like when you initially book fastpasses. Then, you can decide if you want to accept one of the options or cancel the copy. On the app, I was never given the chance to cancel the copy. This may be the way it has always worked with the app, but it certainly is not the way it should work.

 

[houseofduck]

OP I sincerely hope they make it right if not please post back as people should know. I love Disney but I won't blindly accept that I should pay inflated prices (with increasing price hikes) if their customer service drops below acceptable range.

I tried to get help at the resort, tech support, and at Magic Kingdom's guest relations. They did not make it right. I think if it had been for anything other than A&E, they might have done something for me.

I don't think screen shots will help for A&E either. I had a screen shot. Guest relations didn't seem to care. I didn't want to try it at the fastpass entrance because I didn't want to be turned away with my kids there.

 

[LilyWDW]

The issue is that no company that prides themselves on customer service should have ever rolled out something sooo glitchy if they didn't have a process to help the guests that are getting glitched over.

Oh, I agree. The system should never have been released in the condition it is in. Don't think I am backing how BAD of a choice Disney has made with having this live. This isn't even BETA acceptable.

I was simply pointing out what I see as being what is most likely to happen based off of things I have seen online and my own experiences with other companies.

 

[BuckeyeBama]

I would hope you are right but still, this behavior should not be happening at all, don't you think?

Sure, in an ideal world we would all be treated with love and respect by everyone that we meet.

 

[ACN2]

Disney definitely needs to invest in their online systems. I've had many issues with My Disney Experience and the BOG booking page. First off I linked two accounts together and then two people in our party were no longer eligible for fast passes. Luckily the travel agent got it fixed. Next BOG didn't show everyone in our party when we put in reservations #. It showed 2 of 5?!? No tech support to call. And then last nights problem was I tried linking a fifth account to our MDE and one person disappeared completely and his ticket attached to someone else. His fast passes were completely gone. 3 hours of troubleshooting and finally I think I got it fixed. Beware is all I can say!!