Our Under Cover Tourist tickets automatically changed expire date

[disneymomoftwins]

Checked my MDE and our tickets automatically got extended to dec 15 expiration. Didn’t even have to wait on the phone to request this!!! I love Under Cover Tourist ! Bless them for all the craziness they have going on right now!!

 

[gatormom2tots]

Just checked- ours as well!

 

[Bjkandma]

I just received an e mail from Undercover Tourist. They are willing to work with everyone. They are requesting that everyone have patience and understanding during this time.

This situation we find ourselves in has never happened in most of our lifetimes. Please be patient, respectful and understanding to employees who are trying to work through this. Companies have years of reputable service are trying their best!

 

[jeff_h]

I just received an e mail from Undercover Tourist. They are willing to work with everyone. They are requesting that everyone have patience and understanding during this time.

I got that same email, and it was similar to the ones I've received from Delta, American, Expedia, and many other companies - all of them tend to say that if your need (reservations/travel dates) aren't within 72 hours or 7 days (depending on the email) to please hold off for now so that those who need immediate assistance can get it.

What struck me from the UT email was the line that their staff is doing all that they can and that "it won't help the situation if staff quit due to exhaustion or abuse" and I thought that was on the money... I sure hope people aren't taking out their frustrations on the CS reps on the phone, but sounds like some probably are.

 

[tjlamphere]

We were charged a Restocking Fee by UT, as they said that is Universal's policy. Anyone know if Universal might waive the Restocking Fee???

 

[Bjkandma]

Universal could as a courtesy. But, this is really a no win situation. Guests trips are being cancelled, companies are trying to be accommodating. It would be "nice" but not their normal policy, and Undercover Tourist must charge it until Universal says so.

 

[georgina]

I expect to pay a restocking fee for my Disney ticket I will no longer need. It's clearly listed in UT's return policy. I sent UT an email that I would like to return for a refund, but added that I'm not in a rush as my trip isn't until October, as long as they get it done in my 90 day return window. (I have an AP that expires in early Oct, and now that Disney is extending the expiration by 16 days it will cover my next trip).

 

[tjlamphere]

Universal could as a courtesy. But, this is really a no win situation. Guests trips are being cancelled, companies are trying to be accommodating. It would be "nice" but not their normal policy, and Undercover Tourist must charge it until Universal says so.

I hear you, but so many businesses have relaxed their cancellation policies and are waiving fees, I thought Universal might do the same.

 

[eeyoreandtink]

It has zero to do with UT. Disney did it for everyone with a ticket date in the closure dates that we linked in MDE.

 

[Emilyecab]

I purchased my tickets through UT. Did anyone have an issue where only the lead member of their group had their ticket extended until 12/15/20? This happened to me and when I called Disney Monday they said that they were extending only for the lead guest and would take a few days to update for the remaining guests. However, now several days later, my family members have not been updated and one of their tickets that was originally supposed to expire yesterday was removed from my MDE account.

 

[bumbershoot]

I sure hope people aren't taking out their frustrations on the CS reps on the phone, but sounds like some probably are.

110% sure that they are. If people scream at CS reps over $20 books (my own experience), they absolutely scream over travel. And it’s always worse on holidays when people feel stuck at home, and that’s what we are right now.

We were charged a Restocking Fee by UT, as they said that is Universal's policy. Anyone know if Universal might waive the Restocking Fee???

Returning a ticket isn’t the same as keeping a ticket and using it in the future.

 

[tjlamphere]

110% sure that they are. If people scream at CS reps over $20 books (my own experience), they absolutely scream over travel. And it’s always worse on holidays when people feel stuck at home, and that’s what we are right now.



Returning a ticket isn’t the same as keeping a ticket and using it in the future.

We returned out tickets, but we're charged the Restocking Fee.

 

[mckennarose]

Undercover Tourist has gone above and beyond, IMO. I cancelled our May trip and sent our tickets back. I fully expected the restocking fee, as it's clearly noted in the purchase and refund policy.

We were charged a Restocking Fee by UT, as they said that is Universal's policy. Anyone know if Universal might waive the Restocking Fee???

Restocking fee is 5%, not that much IMO, in the grand scheme of things. I highly doubt Universal will help, but you can try.

Universal could as a courtesy. But, this is really a no win situation. Guests trips are being cancelled, companies are trying to be accommodating. It would be "nice" but not their normal policy, and Undercover Tourist must charge it until Universal says so.

Universal was no help to my daughter, when she called asking about her May tickets. They said there was nothing they could do. She called UT and they extended her tickets to December. These were special tickets that they are no longer selling, so therefore not refundable. Yet, UT helped her and her boyfriend out by extending them.

It has zero to do with UT. Disney did it for everyone with a ticket date in the closure dates that we linked in MDE.

Actually, I cancelled my May tickets, I was not affected by the closure this month but I'm being proactive. This is Disney's policy:
"Tickets
Unexpired multi-day theme park tickets with unused days, or date-specific theme park tickets with a valid use period during the period March 12, 2020 through March 31, 2020 will automatically be extended to use any date through December 15, 2020. If you are unable to visit by December 15, 2020, you may apply the value of a wholly unused ticket toward the purchase of a ticket for a future date. "
My tickets were for May, and UT would've extended them to December if I wanted, not Disney. My daughter chose to have her May Disney tickets extended so UT is doing more for their customers than Disney currently. Disney is only extending tickets for March that are directly affected by the closure.

 

[Jetstorm]

I'm a bit confused on what I should do and when to do it. I purchased tickets from UT dated for a week in May. UT's email said to call when trip is a week out but I need to cancel my condo reservation more than a week out. We have not attached tickets to MDE yet. Should I call UT now or wait a few more weeks?

 

[lanejudy]

I'm a bit confused on what I should do and when to do it. I purchased tickets from UT dated for a week in May. UT's email said to call when trip is a week out but I need to cancel my condo reservation more than a week out. We have not attached tickets to MDE yet. Should I call UT now or wait a few more weeks?

The condo reservation isn't through UT, right? So you can cancel that with the vendor now if you need to do so based on the contract.

UT has asked people not to call until a week prior to their vacation because they are currently inundated with hundreds of folks calling to ask questions or cancel. They will work with you at that point with regards to your tickets. You do have the option to keep the tickets and carry a credit towards future use. That will not require contacting UT at all.

Sorry you have to cancel, I hope you can plan a re-do!

 

[mckennarose]

I'm a bit confused on what I should do and when to do it. I purchased tickets from UT dated for a week in May. UT's email said to call when trip is a week out but I need to cancel my condo reservation more than a week out. We have not attached tickets to MDE yet. Should I call UT now or wait a few more weeks?

There is a lot more now to the timing of refunds than just people with immediate trips canceled.

There are a lot of things happening rapidly in each state and in cases like mine, being in a state on complete lockdown to all non-life sustaining businesses, we can't work and we have to cash in vacation time. Meaning our vacation time is out the window and we know we won't be going in May, let alone the fact that once we use our vacation time cash, we will be hurting for money to get through until the government does something. We had to get a refund from UT, rather than move our tickets to further in the year, because we know we can't go later anyway... no vacation time. This is not a unique situation as more and more states will be going lockdown and people are struggling.

If you are in your refund window, but won't be by the time your trip dates come around, and need a refund like we did, then I do think you should call or email them, but be patient for them to get back to you. I don't know if they will extend refund dates, but I wouldn't be surprised if they did. They are working with customers and have stated they will help us out because they recognize the unprecedented event happening to our country. But the other issue, like those of us on the East Coast and near major epicenters of the outbreak are the facts that we won't have vacation time for later in the year, we're not working due to lockdown, and need extra cash to get through.

I'm not trying to spread doom and gloom, I'm stating a real life issue that necessitated our contacting UT for a refund, even though our trip wasn't until May. There are many of us here who had to cancel because of an immediate need, being on lockdown and unable to work. I don't think other states are in the same position yet, so you may not have the same situation we have here. If you can wait to contact them, then go ahead and wait to give them some breathing room. JMO, and YMMV.

 

[Jetstorm]

There is a lot more now to the timing of refunds than just people with immediate trips canceled.

There are a lot of things happening rapidly in each state and in cases like mine, being in a state on complete lockdown to all non-life sustaining businesses, we can't work and we have to cash in vacation time. Meaning our vacation time is out the window and we know we won't be going in May, let alone the fact that once we use our vacation time cash, we will be hurting for money to get through until the government does something. We had to get a refund from UT, rather than move our tickets to further in the year, because we know we can't go later anyway... no vacation time. This is not a unique situation as more and more states will be going lockdown and people are struggling.

If you are in your refund window, but won't be by the time your trip dates come around, and need a refund like we did, then I do think you should call or email them, but be patient for them to get back to you. I don't know if they will extend refund dates, but I wouldn't be surprised if they did. They are working with customers and have stated they will help us out because they recognize the unprecedented event happening to our country. But the other issue, like those of us on the East Coast and near major epicenters of the outbreak are the facts that we won't have vacation time for later in the year, we're not working due to lockdown, and need extra cash to get through.

I'm not trying to spread doom and gloom, I'm stating a real life issue that necessitated our contacting UT for a refund, even though our trip wasn't until May. There are many of us here who had to cancel because of an immediate need, being on lockdown and unable to work. I don't think other states are in the same position yet, so you may not have the same situation we have here. If you can wait to contact them, then go ahead and wait to give them some breathing room. JMO, and YMMV.

Mckennarose, thank you for understanding. Our trip was planned for my Disney loving daughter's college graduation now it looks like no graduation ceremony or trip. Of course many others are much worse off so we'll deal. We had hoped not to cancel but now it looks like the closure will reach out much longer. Our East coast state just cancelled public schools for "at least" the rest of this school year. That's how the governor put it. I wish you and everyone else wellness and safety through an unstable time.

 

[mckennarose]

Mckennarose, thank you for understanding. Our trip was planned for my Disney loving daughter's college graduation now it looks like no graduation ceremony or trip.

You're welcome. I know how you feel! It was our daughter's college graduation trip also! We don't know yet if commencement will take place, but it's not looking likely.
Good luck and stay safe!

 

[Splashboat]

I am not sure why anyone would be happy paying the 5% "restocking" fee. It's costing my family $25+ per ticket and then they have to repurchase tickets through Disney (originally an April trip). When we called Disney last week they said they would have moved them to their trip this summer with no extra fees but they aren't involved in 3rd party tickets.
Not suggesting arguing with UT staff but lesson learned, we won't be purchasing through them again. Not worth it.

 

[lanejudy]

I am not sure why anyone would be happy paying the 5% "restocking" fee. It's costing my family $25+ per ticket and then they have to repurchase tickets through Disney (originally an April trip). When we called Disney last week they said they would have moved them to their trip this summer with no extra fees but they aren't involved in 3rd party tickets.
Not suggesting arguing with UT staff but lesson learned, we won't be purchasing through them again. Not worth it.

WDW has automatically extended the ticket expiration to Dec. 15, 2020 for anyone whose tickets fall within the closure period. Even if WDW hadn't automatically extended the expiration date, you could still "upgrade" 3rd party tickets directly via WDW. I believe the restocking fee is intended for those who are completely canceling and do not wish to reschedule or hold tickets for future use. I'm sorry you returned yours to UT rather than just hold them to be changed by WDW.

Enjoy your rescheduled trip!