One More Time--AMEX and Disney packages

[RDT]

OK, I need some help here.

We booked our upcoming cruise (10/12 Western) while onboard (4day Wonder) last year. We asked DCL to transfer the booking over to our original travel agent, who made the booking for the cruise we were on at the time. She works in an AMEX affiliated travel agency.

We booked three staterooms at Cat. 6.

Now AMEX is telling her that the only incentive we can receive is the onboard booking discount, and that we don't qualify for anything more than "basic" white glove treatment, which is not much.

We would like to buy that upgrade package that gives you additional shipboard credits, a gift of some sort, and early res. opportunities for Palo.

We are getting no help from AMEX or DCL on this, and it's very frustrating.

Anyone got a strategy or info that could help us?

RDT

 

[MelissaE1]

Have you tried calling back and speaking to a different agent? Amex is notorious for being clueless, often one hand doesn't know what the other hand is doing. One person will tell you no and then next one knows just what to do. When I originally called about our last WDW trip, one person didn't even know what "White Glove Treatment" was, and when I called about the $150 cruise credit for booking with an amex card they couldn't find any info on that, either, even though they had sent me a postcard about it at one point. I did eventually get it by talking to a few different people. Also, I have (very occasionally) had a person at Disney that didn't know what was going on, calling again has always helped.

Just a suggestion.

Melissa

 

[RDT]

Who did you call at AMEX? Our TA has been handling all this, so I have no clue where to call, if I am forced to do so.

I know she's tried the "hang up and talk to a different person" trick--but no luck so far.

 

[RIDISNEYLOVERS]

I am not sure if you already did this but did you specifically ask for the "Caribbean Magic Package"?

Also, have you checked the AMEX website as it may only be good for the Eastern Caribbean. This is just a thought.

I would be a stickler about it if you really want it. We are getting the AMEX Parks and Ports Package for an additional $192.00 per stateroom. I believe that that is the highest amount I have seen on these boards and I don't know how they come up with that amount when others are paying $57 for their package.

Lisa

 

[Michelle]

AmEx's rules on their add-on packages are almost impossible to figure out with any consistency.

The information I have says that the White Glove Caribbean Magic Platinum Program:

...is not combinable with past guest, group rates or other promotional offers.

From that I would believe that since you are getting the Castaway Club credit you cannot book this package, which is why you are having trouble getting AmEx to help.

Enjoy your cruise!

 

[SweetSpot]

Here is the link that will let you know what the package includes:

http://travel.americanexpress.com/t...bcid=1&vnd=9&page=1&bcr=vnd&sort=0&tpid=11524

I found out about the package after I booked and had my travel agent (who didn't know about the package) add it on afterwards for $60.00. You don't have to book through AMEX just pay with AMEX. We called and had a rather rude DCL agent who didn't want to help and hung up and called back until we got another agent who gave us no problem adding on. Be persistant sooner or later someone will be willing to help.

Don't expect the frustration to end once you have the package added. I have asked so many times to DCL, my TA and here about how to make your advanced reservations and have heard so many different responses. All I can gather is that you have to call a dining coordinator to make the reservation.... unfortunately noone will give you that number.

Good luck adding on your package.

 

[rae519]

For our 7 night cruise coming up on 9/28 - we are receving BOTH the Castaway Club onboard credit AND the AM EX Caribbean Magic credit. The Castaway Club credit was offered back when I booked (April '02) and it is $200 - we had to book within a certain amount of time and sail within a certain amount of time to receive this. I paid $58.00 for the AM EX Caribbean Magic - with the White Glove Treatment, I also receive $250.00 onboard credit.

For my 7 night land/sea in December (booked Nov '01) - I am again receiving the Castaway Club onboard credit of $200 AND the Am Ex Parks and Ports onboard credit $250.00. I paid $125.50 for the American Express Parks and Ports.

I am aware that the Castaway Club is no longer offering this onboard credit in the manner which I received mine.

I echo the sentiment that you should keep calling til you find someone who understands what is going on - and that can be time consuming but financially rewarding!

Happy Sailing!
Rae

 

[MelissaE1]

Originally posted by RDT
Who did you call at AMEX?

I just call the 800 number on the ba

 

[rae519]

If you call DCL and ask for Debbie, she is the Dining Coordinator. She replies to her voice mail quickly if she is not available. She starts taking reservations about 45-60 days from your cruise date.
You are correct - no one will give you the number directly, Am Ex says "they don't have it" and DCL will connect you. There has been NO letter from Am Ex or Disney regarding this information etiher, but my documents do have a separate page "White Glove Treatment Benefits".

Persistence is the answer!
Rae

 

[gottaluvdisney]

The onboard booking offer you have is not combinable with the American Express Caribbean Magic (or whatever it is called!).

You can have one or the other. You may ask your travel agent which one is the better deal. I am thinking the onboard offer is better.

 

[rae519]

All I know is that I received my information from a Disney Cruise Line supervisor when I inquired about receiving both. She told me that I have both onboard credits totalling $450.00 ($200 from Castaway Club and $250 from Am Ex Caribbean Magic).

I am not alone in this - others who have posted earlier regarding this dual credit situation have received it also.

Rae

 

[dis4me]

I was told by DCL, American Express, Dreams Unlimited,and Castaway Club that I was not entitled to both credits. Rae good for you that you were able to obtain them both.I have tried several times and even spoke to a supervisor who informed me that it was double dipping.

 

[MelissaE1]

DCL told me that there is a cap on onboard credit of $250. It's interesting that there are so many different answers. I wonder if they're all on the same page in the manual. (grin)

 

[rae519]

It's not only "the same page" but different interpretations of the book's title! Sort of interesting to get all these different viewpoints, but this is reality and life goes on. Guess I'll find out on 9/28 and report back either way!

I like that old expression, "Don't worry! Be happy!"

Hugs!
Rae

 

[RIDISNEYLOVERS]

There can't be an onboard credit cap of $250.00 because if you have the AMEX platinum you get a credit of $300.00.

I am trying to get both credits (first time cruiser and AMEX) for my parents and my aunt and uncle because they would qualify for both - hopefully it can be done. I will let you know the outcome.

Lisa

 

[Bob Noble]

I hate to beat a subject, but if it is worth a discount....

I have heard the same, " you cannot combine discounts" statement from some TA's. However it seems you can have certain combinations.

Has anyone combined the amex caribean package with AAA TA booking? Is it too late to add on the Amex package after final payment with Amex card?

Thanks

 

[rae519]

Platinum?! Now how did I ever miss that one?!

You go girl!

Rae

 

[RDT]

This is our third cruise, and we love it. But this entire thread points out a serious weakness in the DCL customer service program. Obviously some people are getting both benefits and others are not. We booked on line because of the benefit we got from DCL. We paid with AMEX because we thought there would be an additional benefit. That these two separate transactions should somehow cancel each other out is completely crazy.

It's only a little less confused and frustrating than the arbitrary upgrade program.

It's a negative reflection on Disney that there is this kind of confusion and that it is so difficult to get it worked out.

But we do looove the cruises. . .

 

[Bob Noble]

Hey RDT,
I understand your frustration. Since posting my question here I have learned from another thread that you can have you cake and eat it too Maybe, at least someone has been succesful.

I have placed a call into my AAA TA and will let you know how I fare. As of now I am fully paid for a 11/09 western 7 day with Amex card through AAA. In addition to the AAA discount I have, or have been told that I will receive a $50 credit through my Disney Club membership.

I have instructed my TA to dump the Disney Club Discount if the Amex Caribean discount is available but not applicable because of a one or the other thing. Previously when I asked about amex the feed back was that I automatically get amex white glove but it only equals 10% off on gifts and non motorized rentals on Castaway Cay. This is duplicitive with the AAA discount so worthless.

I am now banking on the request for the Amex Caribean package to be the opener of the gate to further discounts.

I do know from making my own WDW resies for nearly every year for the last 8 years that it is the questions you ask the WDW operators that open the vaults. If you donot have the right question they don't offer the discount.

Not what I call good customer service either.

Bob

 

[rae519]

To "beat this dead horse" one more time -
but just to clarify this in both my mind and the DIS Board readers minds,

I called DCL and asked the reservation clerk what onboard credits I had - he said, "You have both a Castaway Club onboard credit of $200 AND an American Express Caribbean Magic onboard credit of $250." I said, "I get both then." And he said, "Yes, one has nothing to do with the other. One is a benefit from Disney Cruise Line since you booked early as a Castaway Club member and the other is a benefit from your credit card company for having paid with American Express."

I asked if the reservations I made with Debbie for Palo dinner, brunch and high tea were noted and he said they were and gave me dates and times. I asked about the supposed letter we were to have received and he said, "Mistakes happen all the time. People just need to call in and ask for the Dining Coordinator and mention it is the priority reservation White Glove package from American Express."

I totally agree with Bob Noble - you have to ask the right questions to get the discounts because they do not offer anything.

I have a TA take over my reservation after I have made all my own reservations - that way I remain in control of things and still get a 7% rebate from him on the price. It's rare I understand that the Category 6 is discounted or even upgraded, so I am okay with what I do...for now!!

Be persistant and if you don't like the answer you get from one DCL rep - call again or ask for the supervisor.

Happy sailing!
Rae