No longer frustrated with All Seas...NEW UPDATE, PAGE 2

[DisneyLovingMama]

As soon as online ressies came out, I cancelled my REAS with All Seas. They assured me they called DCL that day, but it would take 4 - 6 weeks from then to show on my card.

I've cancelled things with DCL myself before and it hasn't taken that long, but understand it could. However, since I use my Debit card, things show up faster than waiting for a billing cycle. Worst case scenario, 4 - 6 weeks would still be before my cruise.

Three weeks later, I called to check on the refund. I was put on hold for a long time and the rep came back on the phone and told me "Disney just processed it, it's going to take 4 -6 weeks from today."

A week ago, I called to make sure it was being refunded to the right card, since the card I use to put a deposit had expired. After waiting 24 hours, a rep called back and said "It was being processed TODAY and will take 4 - 6 weeks from today."

Feeling really frustrated, I called yesterday to request a cancellation confirmation number from DCL that I could share with my bank. The rep that answered wouldn't even help me. Called today and was told, "Disney just processed it on Monday and it would take 4 - 6 weeks from then."

I'm so aggravated! I was going to use that money for our massages/Palo anyway and wanted to transfer it to my shipboard credit. Now, I won't even have it back before the cruise. I know it's not yet six weeks from the original cancellation date and maybe I had my hopes too high about getting the money quickly, like I have in the past, but now it seems that it wasn't even done until 4.5 weeks after my original call.

I know All Seas can't help if DCL didn't process the credit in a timely manner, but I feel I was misled on more than one occassion by them about this issue. Also, I find that All Seas is very hit or miss, depending who I get on the phone. I feel like I'm "bothering" them most times I call with a question, whether it's to confirm they posted DH's allergy, requested a crib or put in my CC number. I've called DCL directly a few times because I couldn't get a straight, or timely, answer from All Seas.

I guess, on the bright side, I'll have some money coming to me after the cruise, which is always nice.

Thanks for letting me vent.

 

[CruisingCA2005]

Perhaps your rep forgot to cancel the REAS package. When I cancelled my REAS package, a credit showed up approximately 2 1/2 weeks later. I was pleasantly surprised because when I had to cancel a previous reservation ($1000), it took over a month to see a credit.

 

[Hygiene99]

I Would Call " Chuck " The Owner of Allseas.


He is a Super Nice Guy and Even arranged A tour of The Walt Suite for
The 350 or so Disers onboard the May Repo.... Thanks again ..

If there is anything He can do He will ...

Peter

 

[webray]

We had issues with All Seas also, when we had to cancel an entire cruise. The agent didn't call it in until days later, after I had called to cancel. I was away of the slow return time for the credit. All in all, I ended up working directly with disney cruise line to figure out where the credit was. It took about 8 weeks.

I should have know booking with all seas was a mistake..when I booked our first cruise ever and the agent didn't want to take any time on the phone to answer any questions I had. All she could say was credit card number.

 

[Dreamer04]

I would call Chuck Maida, the owner of All Seasons Travel and make him aware of the poor service you recieved. If anything can be done, he'll do it!

 

[tchoney]

I would call Chuck. He is very nice. He is the owner of All Seas and would not want a customer to be unhappy with the service of his company.

 

[DisneyLovingMama]

Do I just call the main number and ask for him?

 

[missyoh8]

Chuck reads these boards and might even contact you first! He PM'd me about something I had written on these boards once. On another occasion I received a phone call from him reguarding our cruise. I think he was just wanting some customer feedback.

He is surely an owner who is involved in the day to day operations of the company.

Yes, I would call the main number and ask for him or leave a message about your issue and ask for a return call from him.

good luck,

Missyoh8

 

[bonnielynn]

I have had a bit of trouble getting agents at AllSeas to even process my credit card when I wanted to make payments and to answer questions. Depends on who answers the phone. John was excellent and went behind other agents to make sure that my arrangements had been made and my credit card had been processed (debit card). John even took the time to talk to me.

In a travel agent it is very important to feel like you are an individual and not just a phone call they want to get through. Sorry that you had such a bad experience.

 

[DisneyLovingMama]

Does anyone know Chuck's user name? I might PM him myself. I don't think I can tolerate calling over there again today.

 

[DisneyLovingMama]

Well, I got my credit, but have a bigger issue now. The credit I received was the reversal of my final payment, about 50% of the cruise cost.

I'm going to call All Seas and Chuck as soon as they open, but what does this mean? If DCL is showing that I'm not completely paid less than 30 days until the cruise, will they cancel my reservation? How does something like this happen? I'm stressing out about this so much now...

 

[westjones]

As soon as online ressies came out, I cancelled my REAS with All Seas. They assured me they called DCL that day, but it would take 4 - 6 weeks from then to show on my card.

I've cancelled things with DCL myself before and it hasn't taken that long, but understand it could. However, since I use my Debit card, things show up faster than waiting for a billing cycle. Worst case scenario, 4 - 6 weeks would still be before my cruise.

Three weeks later, I called to check on the refund. I was put on hold for a long time and the rep came back on the phone and told me "Disney just processed it, it's going to take 4 -6 weeks from today."

A week ago, I called to make sure it was being refunded to the right card, since the card I use to put a deposit had expired. After waiting 24 hours, a rep called back and said "It was being processed TODAY and will take 4 - 6 weeks from today."

Feeling really frustrated, I called yesterday to request a cancellation confirmation number from DCL that I could share with my bank. The rep that answered wouldn't even help me. Called today and was told, "Disney just processed it on Monday and it would take 4 - 6 weeks from then."

I'm so aggravated! I was going to use that money for our massages/Palo anyway and wanted to transfer it to my shipboard credit. Now, I won't even have it back before the cruise. I know it's not yet six weeks from the original cancellation date and maybe I had my hopes too high about getting the money quickly, like I have in the past, but now it seems that it wasn't even done until 4.5 weeks after my original call.

I know All Seas can't help if DCL didn't process the credit in a timely manner, but I feel I was misled on more than one occassion by them about this issue. Also, I find that All Seas is very hit or miss, depending who I get on the phone. I feel like I'm "bothering" them most times I call with a question, whether it's to confirm they posted DH's allergy, requested a crib or put in my CC number. I've called DCL directly a few times because I couldn't get a straight, or timely, answer from All Seas.

I guess, on the bright side, I'll have some money coming to me after the cruise, which is always nice.

Thanks for letting me vent.

The very same thing happened to me with All Seasons Travel. I guess if you don't cancel, they do a good job because my friends really liked them, but after this problem I had with them from canceling a trip, I decided not to give them another try. I was VERY frustrated with the situation. Everything was settled in the end, but only after 3-4 phone calls and about a 2 month wait.

DJ

 

[ivanova]

Well, I got my credit, but have a bigger issue now. The credit I received was the reversal of my final payment, about 50% of the cruise cost.

I'm going to call All Seas and Chuck as soon as they open, but what does this mean? If DCL is showing that I'm not completely paid less than 30 days until the cruise, will they cancel my reservation? How does something like this happen? I'm stressing out about this so much now...

I'd call Chuck ASAP!!!!!!!

 

[my3kids]

Oh My Goodness....this is not sounding good. I think I'll stick with cruisequick.com and not give this agency a try. Those are pretty big issues.....

 

[my3kids]

The user name is: allseastravel if you still need that to try to contact the owner.

 

[TMTIP]

I waited several weeks for a refund last year also. I had to call several times, I think the ta forgot to do it.

 

[LiserAnn]

Perhaps your rep forgot to cancel the REAS package. When I cancelled my REAS package, a credit showed up approximately 2 1/2 weeks later.

That's exactly how long it took for my REAS refund to show up on my CC (I was with a TA also), so I'm thinking maybe your TA forgot to cancel or DCL didn't process it? I had also asked my TA before I cancelled if DCL could transfer it to my onboard account that I had already established. She said they said they had to refund it and at that time I could call DCL and add money to my onboard account, but they couldn't transfer it. Sorry for your frustrations!!! That stinks!

 

[DisneyLovingMama]

Thank you to everyone who asked me to contact Chuck from AllSeas. He immediately got on top of the situation and called me several times to explain and update me on what happened. It looks like most of the fault lies with Disney.

From what I gather, in the past, upon cancellation of the REAS package, DCL's system automatically generated a refund to the guest's credit card. Unbeknownst to AllSeas, "enhancements" to the DCL group reservations system now require the CM to manually refund the newly created overpayment resulting from the cancellation. Absent this manual entry, the refund on a group booking is not processed by Disney until after the sail date. According to Chuck, this only holds true for group bookings. Never having been made aware of how changes to the group booking system would affect this and other refunds on group reservations, AllSeas assumed that, as in the past, the credit to the my credit card would be automatically processed by DCL.

Now before anyone bashes group bookings, I just want to say that without them, I would never have been able to go on this cruise. Dream, Small World and Magic for Less all listed this cruise as sold out when I booked in February. Additionally, quotes on later cruise (i.e., not on a holiday weekend and in the heart of hurricane season) were a few hundred dollars more expensive than what I paid with All Seasons on this Fourth of July Cruise. :earseek

Anyway, on Monday, June 6, the refund was processed by DCL. Instead of processing the refund for the $339 cost of the REAS, DCL processed a refund for the entire amount originally charged to that credit card. Apparently, the cast member processing the credit either misread or had incomplete notes as to the amount to refund. Clearly DCL should have seen that the booking was overpaid by $339, and the problems with this refund should have been clearly documented in the DCL reservation. Perhaps AllSeas should have verified the credit amount, but I can't blame them if they didn't. Who would issue a HUGE credit on a reservation that was only overpaid by $339 for a cruise that was a month away, without having the new credit card in hand? It makes no sense!

Anyway, I PM'd Chuck at 6:30 this morning and by the time I got to work, he had already called me to say it was taken care of. He spent almost an hour on the phone to me, explaining the situation and offered adequate compensation.

I still have some issues with DCL and how they handled this, and especially with some things a CM said to me, but I'm handling those separately.

In closing, I'm very happy with how AllSeas responded and resolved this situation. I would use them again in a heartbeat.

 

[tchoney]

I'm very happy for you. Chuck is a great guy. We met him, his wife Janice and two kids on the May 28th cruise and they are great people. I knew that if Chuck could fix this situation he would.



Hooray for you!

 

[Dreamer04]

I'm so glad! Way to go, Chuck!