Newbie WDW , :( made a mistake.. HELP

[NQuade]

Hi! I'm new to the boards... never been to Disney.
My hubby & I have BEEN talking about going and made reservations in February! He's never been either! We have a baby (Dec '10) & 2 older kids (dd is 10, ds is 8) & they have ZERO idea we're going!!!!!!!

WELL, here's the issue... We got in on the "up to 40%" deal. We were going to stay at Animal Kingdom Lodge... recently, dh got laid off & I called because we had to change plans a bit to save money.. we put down half, so our goal was to be closer to that half that was already down. Make sense?
Flight, the meal plan with 1snack/sit down meal (I don't remember what everything is called, sorry)

So, had to change # of days (went 6n/7d to 4n/5d ... still... doable & fun! early flight in & late flight out leaves for full days to enjoy the first and last ones.
WELL... I called today while dh was on a job (free lance computer stuff.) Changed it do the All Star Movies resort to the lower days. Ok, the lady worked with me... got it where we only owe $507 more, confirmed it, it showed online, got an email. cool.
a few hours later, I get a call back saying that they made a mistake, and I have to pay for cancellation of the airplane & cost & the extra prices for the plane's gas etc.... and it'd be closer to $800 more we owe, which all that difference I owe NOW.

what?? I told the lady i CAN"T pay it now...and WHY didn't the lady earlier tell me about that? Why didn't they tell me when I made reservations in February that that could be the case? "well ma'am, they should have." yes, but they didn't. And I'm not exactly refunding my airline tickets... just getting them on a different day... which is actually a bit more expensive for that days flight than the original days flight, which I totally get THAT...

I've never had issues with booking vacations before (of course, we've always driven wherever we go)... I'm disappointed that this is my first time to Disney, and we're sooooooooooo excited... and I'm trying to do all but cancel our trip... & running into an issue already?

Anyone have any knowledge? tips? ideas?

Thank you ahead of time!! & sorry if I'm redundant with anything...

 

[BBG-BLT]

Disney doesn't usually deal with airline etc. Are you dealing with a travel agent? If so which one? Disney will do their best to work with you and I don't understand why you would get charged additional fees for changing your airline - its usually 25-50 a ticket to change.

Did you already pay for the dining or is it free dining? What happens now if you go back to the days you originally had - do the airline fees go away?

 

[Metro West]

 

[CdnKayDee]

Welcome to the dis!
Quick see if you can get your old flights back usually airlines have a 24 hr cancallation policy. You said you put half down that and you already booked flights what really happened is you paid for your flights in full and put so much down on the room. Once you paid for your flights your days of travel were set(airlines do let you cancell 24 hrs from booking) whoever your travel agent is did not make a mistake they simply were neglegent in there duties. A mistake would be misspelling your name. If you get your old flights back stay at a cheaper hotel for 2 nights. Good Luck

 

[LaLalovesWDW]

Hi! I'm new to the boards... never been to Disney.
My hubby & I have BEEN talking about going and made reservations in February! He's never been either! We have a baby (Dec '10) & 2 older kids (dd is 10, ds is 8) & they have ZERO idea we're going!!!!!!!

WELL, here's the issue... We got in on the "up to 40%" deal. We were going to stay at Animal Kingdom Lodge... recently, dh got laid off & I called because we had to change plans a bit to save money.. we put down half, so our goal was to be closer to that half that was already down. Make sense?
Flight, the meal plan with 1snack/sit down meal (I don't remember what everything is called, sorry)

So, had to change # of days (went 6n/7d to 4n/5d ... still... doable & fun! early flight in & late flight out leaves for full days to enjoy the first and last ones.
WELL... I called today while dh was on a job (free lance computer stuff.) Changed it do the All Star Movies resort to the lower days. Ok, the lady worked with me... got it where we only owe $507 more, confirmed it, it showed online, got an email. cool.
a few hours later, I get a call back saying that they made a mistake, and I have to pay for cancellation of the airplane & cost & the extra prices for the plane's gas etc.... and it'd be closer to $800 more we owe, which all that difference I owe NOW.

what?? I told the lady i CAN"T pay it now...and WHY didn't the lady earlier tell me about that? Why didn't they tell me when I made reservations in February that that could be the case? "well ma'am, they should have." yes, but they didn't. And I'm not exactly refunding my airline tickets... just getting them on a different day... which is actually a bit more expensive for that days flight than the original days flight, which I totally get THAT...

I've never had issues with booking vacations before (of course, we've always driven wherever we go)... I'm disappointed that this is my first time to Disney, and we're sooooooooooo excited... and I'm trying to do all but cancel our trip... & running into an issue already?

Anyone have any knowledge? tips? ideas?

Thank you ahead of time!! & sorry if I'm redundant with anything...

First of all, welcome to DIS!! Lots of wonderful resources and people here. I wasn't clear if you used an agent or booked through disney directly, but one thing I can say about Disney is they will work hard to provide a good customer service experience. If you have copies of all of your original reservations, call Disney and speak with a manager. Explain what you were trying to do and why, and the questions you have about all of the additional costs. Many times, especially considering the circumstances, they may be able to waive a fee here or there, or give some type of extra. Mind you, I dont work for WDW, but just speaking from past experience. I really hope you are able to take your family and have a great time, and that DH gets a great job really soon!!

 

[lovetoscrap]

Unfortunately airlines do charge hefty fees for changing your flights, and airline tickets and fees have to be paid in full up front. Disney does book the airline part themselves, you don't need a travel agent, but they are subject to all the same rules and fees as if you booked with the airline directly. I have actually found that it is usually cheaper to book flights yourself so you can compare airline options directly and you can probably find a better deal.

You should have stayed wit the same dates since the air was paid for, but they should have made it clear to you what the fees would be. I would call and ask to speak to a supervisor and calmly discuss the problem with them. Unfortunately since they are following the airline rules and the changes have already been made there may not be much that they can do. But since you have an email confirming the amount you were told you owe you can try to insist that is all you should have to pay. You may have to email or fax that to them. Keep good records of the name of everyone you talk to and exactly what is said and ask for email confirmations right away. I would want that confirmation in my inbox before I even get off of the phone.

This is one example that shows why using a travel agent can be a good idea.

Good luck! Let us know how it works out.

 

[Shelly F - Ohio]

If you switch travel dates and have an airline ticket that most be changed there is usually a change fee you must pay unless you are on Southwest airline. Not only are you charged the change fee you also have to pay for the difference in flight prices. For example if on the day you orginally booked your trip the flight price was say $200 rt and on the day you change your flight the price happens to be $300 you will have to pay the difference of $100 for the flight and the change fee mulitplied by the number of people in your traveling party.

Call Disney and see what they can do for you.

 

[Sk8Leigh]

If they didn't tell you about the change fee at the time, I would tell them that and try to get them to waive the fee since you weren't notified. I work in travel (the accounting side), and see that happen often. If the agent didn't tell the customer about a fee or a charge, our customer service says we can't charge them and we have to eat it. Hopefully they'll do that for you.

 

[tone.def]

Hi there OP - if you booked your flights through Disney with your Magic Your Way Package, then the cast member you spoke to on the phone yesterday made a BIG mistake by not outlining the change fees with respect to flights.

As someone previously mentioned, there are change fees and fare differences that the airline will demand be paid. It sounds like you didn't use a travel agent, so you don't have an advocate in the middle to fight for you or help you out.

To prepare you - that while Disney is a magical place and it's cast members are so nice, this onus will end up being placed on you. In your confirmation email that you originally would have received, this would have been included in the terms and conditions:

Cancellation and Change Fees Prior to Guest Arrival

Cancellation of Reservation - If the reservation is cancelled amounts paid, minus cancellation fees, vacation insurance premium, and other amounts owed, will be refunded. For cancellations made 44 days or less prior to guest arrival, there is a cancellation fee of $200 per package, plus any cancellation fees assessed by third party hotels or other suppliers. No refunds are given for cancellation of a Grand Gathering experience made 6 days or less prior to the experience date.
Guest will be responsible for any cancellation fees assessed by an airline. In the case of a non-refundable airline ticket, the cancellation fee is equal to the entire ticket price. Cancellation of a refundable airline ticket must be made at least 24 hours prior to the scheduled airline departure time.
Vacation insurance is nonrefundable. Upon any cancellation, the charge for vacation insurance will be added to the other applicable cancellation fees.


Change Fees and Changes to Reservations Made Prior to Guest Arrival

Changes to Reservation - For a change made 44 days or less prior to guest arrival that results in a change in the package price, a change fee of $50 per package, plus any change fees assessed by hotels or other suppliers, will be charged. Such change fees must be paid in addition to any increase in the package price resulting from the change. If air travel has been ticketed, guest will be responsible for any increase in airfare as well as the change fee assessed by the airline.
Changes to reservations which affect outbound flights or first night's accommodations must be made at least 7 business days prior to guest arrival. Land portions of the reservation cannot be canceled without also canceling the air portion of the reservation booked through Disney. Airlines/hotels/suppliers do not permit changes in certain situations. All existing travel documents must be returned to Disney via overnight delivery service and revised travel documents will be delivered to guest via express service, both at guest's expense.
Disney reserves the right to restrict changes to any reservation.

I don't want to sound mean, but unfortunately, Disney may stick you with this bill for change fees unless you can put the reservation back immediately.

 

[NQuade]

Thanks for all your replies!

I booked with WDW directly... so yes, when I spoke with someone yesterday, the wdw worker did not inform me of any changes in airfare, etc. Whereas I do understand how airlines work... (which sucks somewhat)...I didn't know it at the time of reservations/switching...
last time I flew was in 2003 so it's been QUITE a while & things have greatly changed...

I'm gonna get my husband to go over my notes & what y'all have said...
have him call, see about switching back the same dates (even though we'll still have to fork out more money...somehow...) & just change to a lower priced hotel... etc.

Anyone got a couple thousand bucks to borrow?? LOL j/k
It's sad how much disney costs


OH, btw... going over the online "play by play" of our reservations, it's still saying the same thing that I was originally told... not what they called back and told me.

 

[NQuade]

Just wanted to let y'all know....

my hubby called back up (before the 24hr mark)... and it turns out that the lady I spoke with yesterday, hadn't changed my information... which is weird...
because on MY end it showed it (res online) but on THEIR end it didn't.

Anyway, we were able to keep the same original days, but lowered our hotel to the disney all star movie resort. NOT really what we wanted with a family of 5 (one will be 8m at the time)... but... we'll be at Disney...

I got him to read everyone's tips, advice, etc & he called, ready to "fight" if need be... thankfully that wasn't needed.

Thank you all very much for your help!

 

[ToddyLu]

Well I know you will have a great trip...just to make you fill better listen to the stupid move I made two years ago and you will feel better.

DH and I book a room at Pop for an October 2009 trip. My MIL booked a room as well. We were set. Well, in June that year we decided to purchase DVC. So the DVC Guide got us rooms at AKV. Made a nice marketing gadget for the sale. Great !!! Well here is where it gets sticky and I get stupid. So I have the savanna view studios booked for Oct now. MIL and I get to talking and we got Pop for such a great deal... I hate to pass it up....it was almost paid for...so I cancel the AVK rooms to stay at Pop. MIL cancels her room at AKV and we decide to stick with Pop.


DH has a fit when he hears I have cancelled his view of the animals and why did I buy DVC if we couldn't use the room, yadda, yadda, yadda...

So I go ahead and cancel Pop knowing that the next day I can just call back and get our SV studios.....ahhhhh, NO!! THe next morning the DVC lady told me there were no rooms at AKV--she was very sorry. OMG !!! No rooms at Pop, no rooms at AKV....crap and in the process I HAVE SCREWED UP MY MIL RESERVATIONS TOO!!

When I tell you I was in a blind panic the next 30 minutes--it was the most awful feeling I have had in a long time. So I called the Guide, started crying and he asked me to hold on a minute...and pray ....Well after having a donut at the water cooler and laughing about my predicament with the other DVC Guides...he came back to the phone and told me he got my two AKV rooms back.......hallelujah, hallelujah

So I told him that he was my new hero and that his boss would know of my appreciation. Yes, I know that Guides get rooms for new members to seal deal. I know it is marketing and a dog and pony show....yeah, whatever. I got those rooms back. My relationship with my DH and MIL was saved. George my Guide got a nice letter sent to his two bosses and the DVC office called me back to thank me for the letter.

Lesson: Do not change your reservations at a world class resort destination when you do not know what you are doing. Been there, done that and bought the T-Shirt. My t-shirt says, I LOVE GEORGE!!