Over $1000 to add park hopper

[ktlm]

So, I just got off the phone with a WDW CM. When we booked our trip, we clicked the option to add hoppers to our tickets- as we always do. My tickets are now showing up in MDE as base tickets. I called to see if that was a mistake, or if the system did not charge me originally for the hopper option and if we needed to add hoppers. The CM told me that it did not look like I was charged for hoppers. I said well then I need to add them, and for our 3 (THREE) tickets she told me the price to add the hoppers was $1000+ dollars! Clearly, she was adding the charge separately for every day of the trip!!!! After telling her that was not right, she then said that yes- you had to pay every day separately for the hoppers, but it would be cheaper for her to just entirely cancel my tickets and rebook them as hopper tickets themselves ---- BUT wait-- My FP+ are linked to my tickets- so that is going to wipe those out so that won't work. No- FP+ isn't linked to park tickets you should be fine there. UH NO--- FP+ is linked to park tickets so I absolutely do not want to you cancel them and rebook. After trying repeatedly to explain to her that was not what hoppers cost that it is a per trip fee, not per day, I finally gave up and told her never mind that I would deal with it when I arrived at WDW and hung up. I feel really sorry for people who don't know the ins and outs of Disney pricing and call and rely on the information provided. Can you imagine paying over an extra $1000 to add park hoppers?!? I'm debating whether to call back and get someone else, or to wait until we get there. I really don't want to wait as we have plans to hop pretty early on our first day and I don't want to deal with the hassle of the morning ticket booth.

Can they add them at the front desk of the resort when we arrive? Is there some glitch where you can not add them before you can arrive that may have caused her to have issues, or did I just get a CM who did not know the pricing or what they were doing?

 

[Robo]

So, I just got off the phone with a WDW CM. When we booked our trip, we clicked the option to add hoppers to our tickets- as we always do. My tickets are now showing up in MDE as base tickets. I called to see if that was a mistake, or if the system did not charge me originally for the hopper option and if we needed to add hoppers. The CM told me that it did not look like I was charged for hoppers. I said well then I need to add them, and for our 3 (THREE) tickets she told me the price to add the hoppers was $1000+ dollars! Clearly, she was adding the charge separately for every day of the trip!!!! After telling her that was not right, she then said that yes- you had to pay every day separately for the hoppers, but it would be cheaper for her to just entirely cancel my tickets and rebook them as hopper tickets themselves ---- BUT wait-- My FP+ are linked to my tickets- so that is going to wipe those out so that won't work. No- FP+ isn't linked to park tickets you should be fine there. UH NO--- FP+ is linked to park tickets so I absolutely do not want to you cancel them and rebook. After trying repeatedly to explain to her that was not what hoppers cost that it is a per trip fee, not per day, I finally gave up and told her never mind that I would deal with it when I arrived at WDW and hung up. I feel really sorry for people who don't know the ins and outs of Disney pricing and call and rely on the information provided. Can you imagine paying over an extra $1000 to add park hoppers?!? I'm debating whether to call back and get someone else, or to wait until we get there. I really don't want to wait as we have plans to hop pretty early on our first day and I don't want to deal with the hassle of the morning ticket booth.

1. Can they add them at the front desk of the resort when we arrive? Is there some glitch where you can not add them before you can arrive that may have caused her to have issues,

2. or did I just get a CM who did not know the pricing or what they were doing?

1. You can add them at the Concierge Desk in the lobby.
2. One of the worst "phone CM" errors I've read in a long time.

Just make another call.
Know the exact price of the upgrade and say "yes" only to that amount.'
How many days are on your tickets?

If your tickets have 4 days or more, the exact price to add the Hopper to each ticket will be $68.16 including tax.

 

[mom2rtk]

What a classic! Someone needs some remedial training......

If you can't add them at the front desk, I'm sure the Concierge desk can.

 

[Mikie]

did I just get a CM who did not know the pricing or what they were doing?

I agree with you - luckily, you knew the real scoop and the risks of you had let that CM cancel and rebook your tickets . I definitely feel sorry for someone less informed who calls and gets everything screwed up!

 

[Happy_2_B]

If you don't get the answer you want just hang up and call back- and keep calling until you get a CM that will work with you. Doesn't just apply to this situation- but whatever you need to use them for.

 

[msb578]

I see so many of these stories. Does Disney not train the phone CMs to ask a supervisor if they don't know the answer to a question? Do they get in trouble for doing so, so they choose to make stuff up instead?

 

[Robo]

I see so many of these stories. Does Disney not train the phone CMs to ask a supervisor if they don't know the answer to a question? Do they get in trouble for doing so, so they choose to make stuff up instead?

I have never heard any stories of "phone CMs" being corrected or reprimanded for giving out bad info.

And, as we're discussing, if a guest asks a question and gets the wrong info, who's going to know?
It's all in a vacuum.

If someone asks a question on this forum and gets a stink-o answer... a half-dozen corrections will pop up within a few minutes.
Instant "peer review."

 

[Canuck16]

So, I just got off the phone with a WDW CM. When we booked our trip, we clicked the option to add hoppers to our tickets- as we always do. My tickets are now showing up in MDE as base tickets. I called to see if that was a mistake, or if the system did not charge me originally for the hopper option and if we needed to add hoppers. The CM told me that it did not look like I was charged for hoppers. I said well then I need to add them, and for our 3 (THREE) tickets she told me the price to add the hoppers was $1000+ dollars! Clearly, she was adding the charge separately for every day of the trip!!!! After telling her that was not right, she then said that yes- you had to pay every day separately for the hoppers, but it would be cheaper for her to just entirely cancel my tickets and rebook them as hopper tickets themselves ---- BUT wait-- My FP+ are linked to my tickets- so that is going to wipe those out so that won't work. No- FP+ isn't linked to park tickets you should be fine there. UH NO--- FP+ is linked to park tickets so I absolutely do not want to you cancel them and rebook. After trying repeatedly to explain to her that was not what hoppers cost that it is a per trip fee, not per day, I finally gave up and told her never mind that I would deal with it when I arrived at WDW and hung up. I feel really sorry for people who don't know the ins and outs of Disney pricing and call and rely on the information provided. Can you imagine paying over an extra $1000 to add park hoppers?!? I'm debating whether to call back and get someone else, or to wait until we get there. I really don't want to wait as we have plans to hop pretty early on our first day and I don't want to deal with the hassle of the morning ticket booth.

Can they add them at the front desk of the resort when we arrive? Is there some glitch where you can not add them before you can arrive that may have caused her to have issues, or did I just get a CM who did not know the pricing or what they were doing?

WOW that is unreal!!

If it were me I would call back and get the PH added to your tickets before you go......once less thing to do when you get there.

 

[amcnj]

I'd like to get some park hopper tickets and have that same CM remove the hopper function and get a $1000 credit!

 

[msb578]

I have never heard any stories of "phone CMs" being corrected or reprimanded for giving out bad info.

And, as we're discussing, if a guest asks a question and gets the wrong info, who's going to know?
It's all in a vacuum.

If someone asks a question on this forum and gets a stink-o answer... a half-dozen corrections will pop up within a few minutes.
Instant "peer review."

It's too bad the more knowledgable people are the ones who'd be likely to ask here instead of asking Disney.

The typical WDW visitor would probably expect Disney to have the most factual information. They don't know to ask Robo, or mesaboy2, etc

 

[bumbershoot]

If you call back (I personally would rather do it at the park), please mention that phone call and maybe even make a complaint about it That's assuming you caught her name and mention that with the time of the call etc.

The thing is, though, that to get that price in her system, what on earth was she doing? That can't be how it's set up.

 

[Robo]

The thing is, though, that to get that price in her system, what on earth was she doing? That can't be how it's set up.

Two words:
Manual Override.

 

[bumbershoot]

Two words:
Manual Override.

But then that would mean she sees the correct price and is purposely doing something else.

Do they get paid a percentage of what they sell?

 

[ktlm]

1. You can add them at the Concierge Desk in the lobby.
2. One of the worst "phone CM" errors I've read in a long time.

Just make another call.
Know the exact price of the upgrade and say "yes" only to that amount.'
How many days are on your tickets?

If your tickets have 4 days or more, the exact price to add the Hopper to each ticket will be $68.16 including tax.

Thanks! That is helpful. We have 9 days, so we are over 4. So that would make it around $205 for all of us. I looked and for single day tickets it looks like it is $53.25 to add the hopper so I think she was trying to charge each of us that price every day as if we had 10 single day tickets instead of a 10 day package ticket. I can't remember the exact price she told me she was going to charge but it was a few hundred above $1000.

I have never heard any stories of "phone CMs" being corrected or reprimanded for giving out bad info.

And, as we're discussing, if a guest asks a question and gets the wrong info, who's going to know?
It's all in a vacuum.

Interesting you should mention that because after I told her never mind I went to the typical phone survey. When I typed in the number for "poor" in regard to the call. I got a prompt that asked to explain verbally why my call was "poor" after the beep and hit pound to go back to the survey when I was done. When it went back to the survey and asked the question about whether your call resolved your issue or question (whatever that language is), when I said no I again was asked to verbally explain why after the beep and then hit pound to return to the survey. I have never had that happen before--- of course, I don't think I have ever hit the button for "poor" before either. Both times I gave a detailed explanation of what wrong info I was given and how I was going to be charged over $1000 for something that should only have cost a couple of hundred dollars. So in my situation if anyone ever listens to the recording, then they would know the wrong info was given. Of course, that can only happen if the person calling actually knows they have been given bad information.

I am going to try calling again. We are staying club level for the first time ever this trip and I have been given a number for our club level resort concierge for any help before the trip. Would hoppers be something they would be able to take care of? If that goes somewhere outside of the main phone pool, then maybe I should try them first?

 

[Robo]

I am going to try calling again. We are staying club level for the first time ever this trip and I have been given a number for our club level resort concierge for any help before the trip. Would hoppers be something they would be able to take care of? If that goes somewhere outside of the main phone pool, then maybe I should try them first?

This kind of situation is not complicated at all. Not at all.
Just call the regular number again and ask the CM for the Hopper upgrades that you want.
You know the correct price and I'm going to guess that is what you will be quoted.

(And, please post back and let us know.)

 

[lindsmom]

Did you go in and check after the phone call that she didn't take it upon herself to cancel the tickets? She sounds so incompetent I would worry about what she did while she had your account up on the screen, in potential manual override mode.

 

[ktlm]

Did you go in and check after the phone call that she didn't take it upon herself to cancel the tickets? She sounds so incompetent I would worry about what she did while she had your account up on the screen, in potential manual override mode.

That is the very first thing I did. I have done it at least 3 times since then too!

I will call again and report back.

 

[kimieko]

I would have done the survey after the call. The last question in "Was your situation resolved?" or something like that, and if you say no, they have you leave a message why, I definitely would have given this one a bad survey and left a message.

Next question - would their system even allow this to go through? I would think it would catch the error.

 

[Robo]

I would have done the survey after the call. The last question in "Was your situation resolved?" or something like that, and if you say no, they have you leave a message why, I definitely would have given this one a bad survey and left a message.

From post #14 above:

after I told her never mind I went to the typical phone survey. When I typed in the number for "poor" in regard to the call. I got a prompt that asked to explain verbally why my call was "poor" after the beep and hit pound to go back to the survey when I was done. When it went back to the survey and asked the question about whether your call resolved your issue or question (whatever that language is), when I said no I again was asked to verbally explain why after the beep and then hit pound to return to the survey.

 

[kimieko]

From post #14 above:

I apologize, I missed that.