No changing or cancelling ILLS

[persnickity]

I'm referring to the "wait to book until you've seen the standby times" strategy that the PP suggested. There are no standby times for VQ attractions. So if you feel that you want to ride one, you'll pretty much have to make your ILL$ purchase early on. Then, if life throws you a curveball, there are no refunds.

That makes sense - and I debated over whether or not to quote your post, as my reply was probably more appropriate to the general discussion of whether it's fair that you can't cancel your purchase. (I think in some cases it is fair, and in some cases it's probably not - but at least it is known upfront.)

I hope they just do away with the 1pm boarding group drop and add more "free" groups to the 7am drop to make this decision a little more clear cut for people.

 

[elmwyn]

I understand what you're saying. I really do. But those reasons have always existed, and they exist at other parks, too. We've previously purchased Express Pass at Universal for the primary purpose of riding Spider Man. The ride was down much of the day and we never did get to to ride it. We didn't expect to get our money back.

But you didn't buy a "Spider-Man Express Pass." It was valid for for many other rides in the park, it was still usable. If someone is purchasing a specific ride, at a specific time, and they can't use it, they are going to expect a refund. This is what a company opens themselves up to by selling individual rides.

 

[ENJDisneyFan]

If someone is purchasing a specific ride, at a specific time, and they can't use it, they are going to expect a refund.

Definition of "can't" is key here.
Can't because the ride is down or something else which is the fault of Disney = refund
Can't because of any other reasons mentioned (running late, kid meltdown, etc) = NO refund (as it should be IMO)

 

[focusondisney]

Definition of "can't" is key before.
Can't because the ride is down or something else which is the fault of Disney = refund
Can't because of any other reasons mentioned (running late, kid meltdown, etc) = NO refund (as it should be IMO)

Agree. Disney has always been reasonable about return times. If your ADR runs late or the monorail stops etc, they’ll work with you. I don’t agree with the kid melt down or the heat got to you either. If you paid for something a few hours ago, you plan for it. If your kid is prone to melt downs, or the heat is getting to you, do something proactively so you can use the paid for event. Feed the kid, get a drink, take a break & get out of the heat or whatever you need to do as the time of your paid for ride starts to approach.

But who knows, the CM might make an allowance & let you ride if you arrive late because the kid needed a snack, or you needed an AC break before you arrived. But allowing free for all cancellations isn’t fair to others who might have wanted to book that spot but got closed out.

 

[ENJDisneyFan]

But who knows, the CM might make an allowance & let you ride if you arrive late because the kid needed a snack, or you needed an AC break before you arrived.

Agreed -- this is the much more likely solution to be offered by Disney vs a refund.

 

[Lewisc]

Absolutely! But I for one will be at guest services if my family has to spend over $100 to ride a ride that does not have much of a wait. I can’t believe I would be the only one. They need to realize that they’ve already received enough bad press about Genie. The least they can do is make sure it is decently worth the money (I know that’s ambiguous and personal but never the less…)

Think of the ILLS being like insurance. You can't get a refund of the trip insurance policy the day before your trip. You don't get an ILLS refund just because the standby line is short. You paid for insurance.

 

[elmwyn]

Definition of "can't" is key here.
Can't because the ride is down or something else which is the fault of Disney = refund
Can't because of any other reasons mentioned (running late, kid meltdown, etc) = NO refund (as it should be IMO)

So you literally think a child who is sick or scared and can't ride should still have to pay? No other park does this with individually paid attractions. Even county fairs will return your ride tickets.

 

[ENJDisneyFan]

So you literally think a child who is sick or scared and can't ride should still have to pay? No other park does this with individually paid attractions. Even county fairs will return your ride tickets.

It would be great if people only asked for refunds in those extreme circumstances. But we all know that would quickly become the excuse for anyone who wants to change plans last minute or walks up to a short standby line and no longer wants to pay. So yes, I’m fine with a no refund policy.

 

[roctavia]

So you literally think a child who is sick or scared and can't ride should still have to pay? No other park does this with individually paid attractions. Even county fairs will return your ride tickets.

Except these aren't ride tickets... they can't take the tickets back and use them on a different ride....

I mean it sucks, and it's not fair in some ways, but if Disney is up front that there are no refunds if you change your mind, then that's on parents to take the gamble of if their kiddo would be up for it or not...

And who knows, the CMs are usually pretty good about some magic when unforeseen things happen ... it may just not be an even refund... but a genie pass for something else or something...until it gets abused...

 

[elmwyn]

Except these aren't ride tickets... they can't take the tickets back and use them on a different ride....

Correct, but the point was that a local county fair would have better guest relations than Disney.

It would be great if people only asked for refunds in those extreme circumstances. But we all know that would quickly become the excuse for anyone who wants to change plans last minute or walks up to a short standby line and no longer wants to pay. So yes, I’m fine with a no refund policy.

Providing a terrible customer experience on all sides because someone might 'cheat' the system and *checks notes* get in the standby line?... is not a good look. Especially for a revenue stream they pulled out of nowhere.

If they really have that many people trying to get out of their reservations to go to standby the problem is with the system, not people.

 

[ENJDisneyFan]

Providing a terrible customer experience on all sides because someone might 'cheat' the system and *checks notes* get in the standby line?... is not a good look.

I guess this is where we are not on the same page. I'd say the opposite - it would be terrible customer service to allow people to make a reservation that there are no repercussions for cancelling, thus taking away the ability for people who actually want those spots to use them.

Can you imagine how the mornings would go...."Let's just go ahead and book Remy and ROTR. If we decide not to use them we can just cancel them later" would be the conversation by plenty of families. If these spots are limited, which I assume they are, it would be a logistical nightmare on all sides to allow cancellations.

 

[Marionnette]

I guess this is where we are not on the same page. I'd say the opposite - it would be terrible customer service to allow people to make a reservation that there are no repercussions for cancelling, thus taking away the ability for people who actually want those spots to use them.

Can you imagine how the mornings would go...."Let's just go ahead and book Remy and ROTR. If we decide not to use them we can just cancel them later" would be the conversation by plenty of families. If these spots are limited, which I assume they are, it would be a logistical nightmare on all sides to allow cancellations.

I would prefer to see a cancellation deadline as opposed to a strict no cancellations/refunds policy. Stuff happens but being able to cancel, let's say 3-5 hours out, would still enable Disney to sell those ILL$ to someone else.

 

[fumanchu2488]

So we are going to be there when this thing starts and the 19th is our EPCOT day. Remy is really the only ride (maybe 7DMT) that I am interested purchasing the ILL. I have two small kids (3 and 1) so we are not the most flexible, but we can make most things work outside of nap times. Question is, when I log on at 7 am to buy the ILL, will I get to pick a time or will they assign one to me? Will I know that time before I pay?

I cannot just pay and then have my return time be 3 pm or 9 pm when I know we will not be in the park. I wish they had more information on that.

 

[AnnabelleTheTalkingTree]

It's funny how they're already making it clear that there are no refunds if the GUEST doesn't hold up their end of the deal. But if the ride breaks down and DISNEY doesn't hold up their end of the deal..... well, they still haven't bothered to mention whether there will be a refund.

I feel like it's fair to maybe not allow flat out cancellations, but there has got to be at least some flexibility in this. You can't plan for everything, and it isn't even all about the kids. Our last trip I got food poisoning at lunchtime (at a Disney restaurant, so actually Disney's own fault lol) and within a few hours I was completely down and out. There was no way I'd be making a LL reservation that afternoon or evening. I'd be pretty aggravated if I couldn't at least get a rain check of some kind.

 

[Turksmom]

So we are going to be there when this thing starts and the 19th is our EPCOT day. Remy is really the only ride (maybe 7DMT) that I am interested purchasing the ILL. I have two small kids (3 and 1) so we are not the most flexible, but we can make most things work outside of nap times. Question is, when I log on at 7 am to buy the ILL, will I get to pick a time or will they assign one to me? Will I know that time before I pay?

I cannot just pay and then have my return time be 3 pm or 9 pm when I know we will not be in the park. I wish they had more information on that.

For ILL$- you can choose your time. It was in Disney's original announcement

 

[Aprilshack]

So if I managed to book and pay for rotr and all that was available to me was an afternoon slot, would I be able to book and use a Genie + ride that morning?

 

[AnnabelleTheTalkingTree]

So we are going to be there when this thing starts and the 19th is our EPCOT day. Remy is really the only ride (maybe 7DMT) that I am interested purchasing the ILL. I have two small kids (3 and 1) so we are not the most flexible, but we can make most things work outside of nap times. Question is, when I log on at 7 am to buy the ILL, will I get to pick a time or will they assign one to me? Will I know that time before I pay?

I cannot just pay and then have my return time be 3 pm or 9 pm when I know we will not be in the park. I wish they had more information on that.

THIS. Exactly this. Do they not realize how difficult they are making this for parents of young kids? I planned so well last time for our last trip, because I know the ins and outs of my family's needs. I knew when to book our fastpasses around naptime, I knew how to plan to avoid meltdowns, I knew how to make it work for us, and it was seamless. Now I have no control, even if I pay. We are going in the spring and I will be watching the next few months very closely as this all plays out.

 

[ENJDisneyFan]

Question is, when I log on at 7 am to buy the ILL, will I get to pick a time or will they assign one to me? Will I know that time before I pay?

You get to pick a time, yes.

It's funny how they're already making it clear that there are no refunds if the GUEST doesn't hold up their end of the deal. But if the ride breaks down and DISNEY doesn't hold up their end of the deal..... well, they still haven't bothered to mention whether there will be a refund.

I think it goes without saying that if the ride is down, you'll be refunded.

So if I managed to book and pay for rotr and all that was available to me was an afternoon slot, would I be able to book and use a Genie + ride that morning?

Yes - they are 2 separate systems that do not interfere with one another.

 

[AnnabelleTheTalkingTree]

For ILL$- you can choose your time. It was in Disney's original announcement

This is good to know - I was under the assumption that LL was not a choice. That makes me feel better. I just really will miss the ability to plan things out. Maybe I'm a control freak but when you're managing the many moving parts of a large multi-generational group including kids and babies.... being able to plan well makes all the difference.

 

[AnnabelleTheTalkingTree]

I think it goes without saying that if the ride is down, you'll be refunded.

Fair assumption for LL but I'm wondering how it will work with Genie+. If I make my Genie+ reservation for Haunted Mansion for two hours from now, wait around for that time slot, and then finally get to go over there and the ride is down, what happens? Do you get immediate access to a different ride? I'm not sure what the solution would be but a situation like that would reduce the value of Genie+.