Pre-GO Package-Holders Unite!

[Momw/aplan]

That's OK. I don't understand why anyone can think Universal did anything wrong. The fine print clearly states hours are subject to change. We're really talking about one new attraction. The Forbidden Journey seems to be opening about a month after the projected date. Test Track was delayed more then a year.

Package holders were given an opportunity to take part in the soft opening.

The package included breakfast at the 3 Broomsticks. Are you saying package holders weren't allowed to enter the HP? I'll speculate many of the complaints were from non-package holders who were upset they weren't able to participate in the soft openeing.

I'll accept the possibility Universal might have done a better job telling package holders the "secret password" to enter HP.

I don't blame Universal for delaying the official opening until it's ready.

Yeah, but Disney didn't run ads on TV and the internet saying "call now to book your Test Track Vacation!" one year before it opened.

So here I am, yet again, reiterating what I've said many times and in many different ways all over this board:

We were not sold a soft opening pkg. We were not sold a preview pkg.

We are huge HP fans. We have never felt any urge to visit Universal Orlando. We took what was supposed to be our one big vacation for several years to come at Disney last year.

We had heard years ago about some new HP theme park being built and were excited but didn't obsessively follow it on the web or anything. In Feb. (I believe it was) we saw a big ad on TV and then again on the internet saying basically "Universal Orlando proudly presents the WWoHP! Call now to book your exclusive vacation package for the WWoHP! Packages begin May 28."

I took a peek online and then called Universal Reservations to get some quotes and ask some questions.

I told them on the phone, "We want to book a vacation to visit WWoHP".

They said, "Great! When would you like to come?"

I said, "Well, sometime after the kids are out of school. What dates do you have available?"

And from there they helped me book our vacation. I was very clear about the fact that we were coming expressly for HP. I even refused the ticket upgrade to see two parks in one day because, as I told them on the phone, we were only going to be there for two days and we would most likely spend most of that time in WWoHP. We might take a few other rides etc around IOA if we had time but we were going primarily for HP. But who knows, maybe we'd fall in love with the rest of the place while we were there, too.

Nothing was ever said to me on the phone during booking, or at any of the other times I called to ask questions, to indicate that our expectations of staying in the land all day would not be met. The words "soft", "preview", "grand opening" were never uttered.

I did not expect to have the area all to ourselves all day. I understood that we would only have one hour of early entry in which it was far less crowded and that it would probably be considerably more crowded for the rest of the day, but I DID expect to be in there all day.

NOTHING was ever said in the advertising, at the time of booking, when I called to make payments, or at any other time along the way by Universal indicating we would have limited access to the area. THERE WAS NO COMMUNICATION FROM UNIVERSAL ON THIS MATTER AT ALL. The only reason I even know about the limited time now is because of this message board.

Now. I have grown to be quite happy with the idea of the limited time, as long as during that limited time the crowd is also limited. That seems to have gone quite well for pkg holders so far. And I'd be good with that.

However in talking with Universal this week (initiated by me of course) they can't even guarantee me that is what we'll get. They will not say that we won't have only 2-4 hours per day PLUS massive crowds during that one short window except for during the early entry hour. In fact they won't even go so far as to guarantee the early entry hour (8-9am) would be ONLY on-site guests and pkg holders and not open to the GP as well if that's what they decide.

And by the way, what I was explicitly told about early entry when I called to see how the GO announcement affected our vacation after I heard about it online was that PKG HOLDERS ONLY would be allowed in at 8, and then onsite guests would be allowed in at 8:30, and then GP at 9. They now seem to have changed their tune on that one as well.

Not that they emailed/called/wrote a letter/sent an owl to tell me themselves. I of course have found out everything I know about my upcoming vacation from the internet. Which is the whole reason I'm upset at this point: The total lack of communication and accountability for what people were led to believe they could expect from their vacations VERSUS what those vacations will ultimately look like.

As an average consumer I did not know at the time of my booking that there would not have already been a GO before May 28. In fact I truly believe Universal didn't even know it wouldn't happen before May 28, and that's why they advertised the pkgs the way they did.

But the problem is, once they found out it wasn't going to happen until June 18th they didn't bother to contact the pre-GO pkg holders to let them know their vacation expectation might no longer be realistic. They seem perfectly okay with letting their customers show up at the parks to discover the one area they've planned their entire vacation around will only be open for a limited preview.

I don't give one flip what the legal fine print on the pkg says, that doesn't make how they've handled this whole situation ethical.

 

[mjohnson96]

After reading some of the posts from irate package holders I think that your best bet would be to cancel everything and go to Disney. I'm not trying to be mean but nothing is going to make you happy at this point. If you go and your the only person in the WWOHP area for 8 hours I still don't think you will enjoy yourself. You have already got it worked up in your minds that your trip will suck before you even get there. So if you got the insurance on the package and can do it cancel and go somewhere else this year and maybe come back next year when things have cooled down.

Trust me...I have gotten so worked up over things that I cannot enjoy myself even when eveything was just fine. Therefore, speaking from experience, either don't go or stop working yourself up to expect a hassle because then you will be looking for one and won't have any fun. I have managed to ruin a perfectly good trip by getting mad at it before I even go

 

[giant4203]

Yeah, but Disney didn't run ads on TV and the internet saying "call now to book your Test Track Vacation!" one year before it opened.

So here I am, yet again, reiterating what I've said many times and in many different ways all over this board:

We were not sold a soft opening pkg. We were not sold a preview pkg.

We are huge HP fans. We have never felt any urge to visit Universal Orlando. We took what was supposed to be our one big vacation for several years to come at Disney last year.

We had heard years ago about some new HP theme park being built and were excited but didn't obsessively follow it on the web or anything. In Feb. (I believe it was) we saw a big ad on TV and then again on the internet saying basically "Universal Orlando proudly presents the WWoHP! Call now to book your exclusive vacation package for the WWoHP! Packages begin May 28."

I took a peek online and then called Universal Reservations to get some quotes and ask some questions.

I told them on the phone, "We want to book a vacation to visit WWoHP".

They said, "Great! When would you like to come?"

I said, "Well, sometime after the kids are out of school. What dates do you have available?"

And from there they helped me book our vacation. I was very clear about the fact that we were coming expressly for HP. I even refused the ticket upgrade to see two parks in one day because, as I told them on the phone, we were only going to be there for two days and we would most likely spend most of that time in WWoHP. We might take a few other rides etc around IOA if we had time but we were going primarily for HP. But who knows, maybe we'd fall in love with the rest of the place while we were there, too.

Nothing was ever said to me on the phone during booking, or at any of the other times I called to ask questions, to indicate that our expectations of staying in the land all day would not be met. The words "soft", "preview", "grand opening" were never uttered.

I did not expect to have the area all to ourselves all day. I understood that we would only have one hour of early entry in which it was far less crowded and that it would probably be considerably more crowded for the rest of the day, but I DID expect to be in there all day.

NOTHING was ever said in the advertising, at the time of booking, when I called to make payments, or at any other time along the way by Universal indicating we would have limited access to the area. THERE WAS NO COMMUNICATION FROM UNIVERSAL ON THIS MATTER AT ALL. The only reason I even know about the limited time now is because of this message board.

Now. I have grown to be quite happy with the idea of the limited time, as long as during that limited time the crowd is also limited. That seems to have gone quite well for pkg holders so far. And I'd be good with that.

However in talking with Universal this week (initiated by me of course) they can't even guarantee me that is what we'll get. They will not say that we won't have only 2-4 hours per day PLUS massive crowds during that one short window except for during the early entry hour. In fact they won't even go so far as to guarantee the early entry hour (8-9am) would be ONLY on-site guests and pkg holders and not open to the GP as well if that's what they decide.

And by the way, what I was explicitly told about early entry when I called to see how the GO announcement affected our vacation after I heard about it online was that PKG HOLDERS ONLY would be allowed in at 8, and then onsite guests would be allowed in at 8:30, and then GP at 9. They now seem to have changed their tune on that one as well.

Not that they emailed/called/wrote a letter/sent an owl to tell me themselves. I of course have found out everything I know about my upcoming vacation from the internet. Which is the whole reason I'm upset at this point: The total lack of communication and accountability for what people were led to believe they could expect from their vacations VERSUS what those vacations will ultimately look like.

As an average consumer I did not know at the time of my booking that there would not have already been a GO before May 28. In fact I truly believe Universal didn't even know it wouldn't happen before May 28, and that's why they advertised the pkgs the way they did.

But the problem is, once they found out it wasn't going to happen until June 18th they didn't bother to contact the pre-GO pkg holders to let them know their vacation expectation might no longer be realistic. They seem perfectly okay with letting their customers show up at the parks to discover the one area they've planned their entire vacation around will only be open for a limited preview.

I don't give one flip what the legal fine print on the pkg says, that doesn't make how they've handled this whole situation ethical.

not sure if you've already been yet, but I do have some news that might make you feel a bit better about your visit:

Apparently today they kept the WW open past noon. They do let regular guests in, but at this time they're still restricting how many people in the GP actually are allowed access. The other day they only kept it open for regular guests for 4 minutes. I did hear today that the line for Forbidden Journey got to an hour, but that's also the time that the creators of the land would say it would take to fully take in this attraction. Hope this makes you feel better about your upcoming trip!

 

[Lewisc]

I think most of us agree Universal thought HP would be ready to open earlier. I suspect many of the package holders are happy being among the first to ride The Forbidden Journey. The fine print doesn't promise you'll be allowed to ride The Forbidden Journey. AFAIK package holders are all being given the opportunity to ride it, just not all day.

Why don't you call and see if you can reschedule? You already set yourself up for disappointment. I don't want to sound rude but theme park attractions frequently don't when projected. Test Track opened more then a year late. Booking a trip to see an attraction that hasn't opened is always risky.

Yeah, but Disney didn't run ads on TV and the internet saying "call now to book your Test Track Vacation!" one year before it opened.

So here I am, yet again, reiterating what I've said many times and in many different ways all over this board:

We were not sold a soft opening pkg. We were not sold a preview pkg.

We are huge HP fans. We have never felt any urge to visit Universal Orlando. We took what was supposed to be our one big vacation for several years to come at Disney last year.

We had heard years ago about some new HP theme park being built and were excited but didn't obsessively follow it on the web or anything. In Feb. (I believe it was) we saw a big ad on TV and then again on the internet saying basically "Universal Orlando proudly presents the WWoHP! Call now to book your exclusive vacation package for the WWoHP! Packages begin May 28."

I took a peek online and then called Universal Reservations to get some quotes and ask some questions.

I told them on the phone, "We want to book a vacation to visit WWoHP".

They said, "Great! When would you like to come?"

I said, "Well, sometime after the kids are out of school. What dates do you have available?"

And from there they helped me book our vacation. I was very clear about the fact that we were coming expressly for HP. I even refused the ticket upgrade to see two parks in one day because, as I told them on the phone, we were only going to be there for two days and we would most likely spend most of that time in WWoHP. We might take a few other rides etc around IOA if we had time but we were going primarily for HP. But who knows, maybe we'd fall in love with the rest of the place while we were there, too.

Nothing was ever said to me on the phone during booking, or at any of the other times I called to ask questions, to indicate that our expectations of staying in the land all day would not be met. The words "soft", "preview", "grand opening" were never uttered.

I did not expect to have the area all to ourselves all day. I understood that we would only have one hour of early entry in which it was far less crowded and that it would probably be considerably more crowded for the rest of the day, but I DID expect to be in there all day.

NOTHING was ever said in the advertising, at the time of booking, when I called to make payments, or at any other time along the way by Universal indicating we would have limited access to the area. THERE WAS NO COMMUNICATION FROM UNIVERSAL ON THIS MATTER AT ALL. The only reason I even know about the limited time now is because of this message board.

Now. I have grown to be quite happy with the idea of the limited time, as long as during that limited time the crowd is also limited. That seems to have gone quite well for pkg holders so far. And I'd be good with that.

However in talking with Universal this week (initiated by me of course) they can't even guarantee me that is what we'll get. They will not say that we won't have only 2-4 hours per day PLUS massive crowds during that one short window except for during the early entry hour. In fact they won't even go so far as to guarantee the early entry hour (8-9am) would be ONLY on-site guests and pkg holders and not open to the GP as well if that's what they decide.

And by the way, what I was explicitly told about early entry when I called to see how the GO announcement affected our vacation after I heard about it online was that PKG HOLDERS ONLY would be allowed in at 8, and then onsite guests would be allowed in at 8:30, and then GP at 9. They now seem to have changed their tune on that one as well.

Not that they emailed/called/wrote a letter/sent an owl to tell me themselves. I of course have found out everything I know about my upcoming vacation from the internet. Which is the whole reason I'm upset at this point: The total lack of communication and accountability for what people were led to believe they could expect from their vacations VERSUS what those vacations will ultimately look like.

As an average consumer I did not know at the time of my booking that there would not have already been a GO before May 28. In fact I truly believe Universal didn't even know it wouldn't happen before May 28, and that's why they advertised the pkgs the way they did.

But the problem is, once they found out it wasn't going to happen until June 18th they didn't bother to contact the pre-GO pkg holders to let them know their vacation expectation might no longer be realistic. They seem perfectly okay with letting their customers show up at the parks to discover the one area they've planned their entire vacation around will only be open for a limited preview.

I don't give one flip what the legal fine print on the pkg says, that doesn't make how they've handled this whole situation ethical.

 

[Momw/aplan]

After reading some of the posts from irate package holders I think that your best bet would be to cancel everything and go to Disney. I'm not trying to be mean but nothing is going to make you happy at this point. If you go and your the only person in the WWOHP area for 8 hours I still don't think you will enjoy yourself. You have already got it worked up in your minds that your trip will suck before you even get there. So if you got the insurance on the package and can do it cancel and go somewhere else this year and maybe come back next year when things have cooled down.

Trust me...I have gotten so worked up over things that I cannot enjoy myself even when eveything was just fine. Therefore, speaking from experience, either don't go or stop working yourself up to expect a hassle because then you will be looking for one and won't have any fun. I have managed to ruin a perfectly good trip by getting mad at it before I even go

Thanks. But unfortunately the travel insurance doesn't cover scenarios such as this. It covers hurricanes, illness, death, airlines becoming grounded, etc, but not customer dissatisfaction or miscommunications on the part of the travel company.

Plus I have other travel plans designed around this trip (hotels booked all along the way). It wouldn't just be a matter of canceling with Universal even that were covered.

Besides, even if the money we've spent on this weren't an issue, there's no way on earth I would tell my kids one week before the vacation they've been counting down on a calendar for several months now that oh well, we're going to cancel, maybe we can try again next year. Not going to happen. They would be beyond heartbroken. They would rather see something than nothing at all at this point. That's part of what makes it so bad. This isn't some 'oh, well' kind of thing. It isn't an insignificant matter like taking them to the store to buy a specific toy and then finding out that toy is out of stock and telling them "oh, well, you can pick something else or wait until they get some more in." This has been a HUGE deal to us. There's no way on earth we could cancel on them now.

I'm sorry if I'm one of the ones who've been coming off as irate on here. I'm not. I'm perturbed. And exhausted from re-explaining because so many people come on not knowing what we're upset about (or incapable of understanding why that would make anyone upset to begin with). But I'm not irate. I haven't been storming around my house. When I've spoken with Universal I have kept my cool, gone through the proper channels, and filed my formal statements without taking anyone's head off. The people I speak to on the phone are not the ones calling the shots, and I see no reason to make their day miserable just because I'm frustrated. As long as they are pleasant with me, I'll show them that respect in return.

We'll go on our trip. We'll make the most of it and appreciate everything we get to do. We'll try our best to make it a happy, lasting memory. But that doesn't mean I'm tickled with the way Universal advertised their product or how they've handled their screw-ups. I still stand by the belief that they've been unethical in how they've dealt with the situation since the packages went on sale. But I'm reserving my full judgment of the whole thing until we get there and see how it goes. If I'm not pleased with what happens then Universal will definitely hear about it. But if I am pleased, I'll let them know that too. I'll just have to see how it all turns out in the end, but as far as the pre-trip experience of dealing with Universal I'm not at all impressed. And that's sad, because before I had any dealings with them I was under the impression they were a reliable, first class kind of business concerned about customer satisfaction.

not sure if you've already been yet, but I do have some news that might make you feel a bit better about your visit:

Apparently today they kept the WW open past noon. They do let regular guests in, but at this time they're still restricting how many people in the GP actually are allowed access. The other day they only kept it open for regular guests for 4 minutes. I did hear today that the line for Forbidden Journey got to an hour, but that's also the time that the creators of the land would say it would take to fully take in this attraction. Hope this makes you feel better about your upcoming trip!

Thanks, Giant. My fingers are crossed we'll have half-way decent hours but not horrible crowds. Hopefully nothing will take a downhill slide before our trip is done.

 

[mjohnson96]

I would love to hear some trip reports after you guys get done with the Universal Trip. Nothing can be done about the communication piece, but at least tell us if everything else went as planned.

Maybe next week will be better for the package holders and they will be able to get in longer. Doesn't seem that the ride is breaking down as much now, at least not hearing about it as much . We are looking forward to our week (opening week) and just remember you pre-go package holders can laugh at me when I post that we waited x hours and had to do a battle with crowds to get on FJ.

 

[Momw/aplan]

I would love to hear some trip reports after you guys get done with the Universal Trip. Nothing can be done about the communication piece, but at least tell us if everything else went as planned.

Maybe next week will be better for the package holders and they will be able to get in longer. Doesn't seem that the ride is breaking down as much now, at least not hearing about it as much . We are looking forward to our week (opening week) and just remember you pre-go package holders can laugh at me when I post that we waited x hours and had to do a battle with crowds to get on FJ.

I'll be sure to report back.

I hope you have a great trip GO week and that it's everything you want it to be!

 

[black562]

Ok I'm confused. The harry potter package says early admissinon is an hour before park opening, and the other package says thirty minutes before park opening. Do they actually let people in at different times for early access?

 

[Momw/aplan]

Ok I'm confused. The harry potter package says early admissinon is an hour before park opening, and the other package says thirty minutes before park opening. Do they actually let people in at different times for early access?

At a couple of points along the way I was told by Universal reps that WWoHP pkg holders would be let in at 8am and all other on-site guests would be let in at 8:30, but as far as I know, that is not what's been happening.

According to twitter posts and various forum postings, anyone who is booked on-site can show their room key to get in at 8am. The general public has been let in on occasion at different times over the past few days for different lengths of time (which has varied from day to day) as part of a 'soft opening' to get the area ready for the Grand Opening on the 18th.

But who knows how it will work tomorrow, let alone after the 18th.

 

[black562]

At a couple of points along the way I was told by Universal reps that WWoHP pkg holders would be let in at 8am and all other on-site guests would be let in at 8:30, but as far as I know, that is not what's been happening.

According to twitter posts and various forum postings, anyone who is booked on-site can show their room key to get in at 8am. The general public has been let in on occasion at different times over the past few days for different lengths of time (which has varied from day to day) as part of a 'soft opening' to get the area ready for the Grand Opening on the 18th.

I'm going in September so it looks like the rules change after grand opening. It says thirty minutes early for spiderman and hulk until June 18 and after that date it says an hour early for FJ and the potter coasters.

Questin is, am I going to have to print this out in case they say I cant come in at that time?

 

[black562]

By the way, this is an off site package that I'm looking at on the universal Orlando website. Seems the main difference is no express pass included....but it does say early entry.

 

[Momw/aplan]

I'm going in September so it looks like the rules change after grand opening. It says thirty minutes early for spiderman and hulk until June 18 and after that date it says an hour early for FJ and the potter coasters.

Questin is, am I going to have to print this out in case they say I cant come in at that time?

Yeah. If I were you I would print out everything you have on what you booked. If you've finished paying for your pkg you should have an e-travel document emailed to you<--definitely print that out and take it with you. I was told it would be required to get into the area. Although right now all you seem to need is a room key. (EDIT: Oh, wait. I see now that you haven't booked yet, that you're just looking. Look it over very carefully, ask all the questions you can think to ask, write everything down and print everything out, and then just cross your fingers you'll ultimately get what you think you are paying for. )

On my e-travel doc it states:
EARLY PARK ADMISSION TO ISLANDS OF ADVENTURE: Enjoy Early Park Admission to Universal's Islands of Adventure. The theme park will open one (1) hour early each day so you can enjoy the Wizarding World of Harry PotterTM before the rest of the general public! The exclusive offer is valid 7 days a week for travel June 19 - December 31, 2010.

When I got that in my email I called to see how it would affect my vacation since it falls the week before June 19th. I was told that they actually changed all the wording on the packages AFTER they announced on March 25th that the Grand Opening wouldn't be until June 18th even though they had started booking pkgs for May 28th way back in February. If I had paid my pkg off before March 25th my e-travel docs would have said something entirely different than they do now.

The rep did say I didn't have to worry though. She said I would still get the early entry even though I don't have it in writing. According to her they are aware of the fact that the e-travel docs being sent to pre-go pkg holders don't seem to apply to us, but that for some reason they can only send out the same docs to all pkg holders regardless of their dates. She said herself she thought it was silly that they couldn't make the docs specifically apply to when the customer is arriving but they can't. So now I'm just being asked to trust they will keep their word and let me in like I've been told. sigh.

Hopefully by September things will be operating the way they originally said they would and your pkg vacation will go exactly the way you expected it would when you booked.

 

[black562]

I'm just wondering now it works for off site hotels that are universal partner hotels, since you won't have a room key to flash. Do they give you a card to show at the gate?

 

[Momw/aplan]

I'm just wondering now it works for off site hotels that are universal partner hotels, since you won't have a room key to flash. Do they give you a card to show at the gate?

You might want to call them and ask, but there's a chance it would be that you show them the e-travel documents that are emailed to you after your final payment is made.

The e-travel docs are what I was originally told we'd need to get into WWoHP even though we have an on-site pkg, because originally just being on-site didn't get you in an hour early, only having the pkg did, so the key wouldn't have mattered.

Maybe that's the plan they'll go back to after the grand opening? But I don't know for sure. My advice is to call and ask. Since you'll be going after the GO the info you get will most likely be more reliable than what I've gotten out of them.

 

[Momw/aplan]

^^And yes the e-travel docs are just some pieces of paper you print out at home. I asked if we would get a card or something once we showed the papers and was told that no, the paper is what I would carry into the park. I printed a couple of copies just in case one of them gets wet--I wanted to be able to get in the next day too.

 

[keishashadow]

Thanks. But unfortunately the travel insurance doesn't cover scenarios such as this. It covers hurricanes, illness, death, airlines becoming grounded, etc, but not customer dissatisfaction or miscommunications on the part of the travel company.

Plus I have other travel plans designed around this trip (hotels booked all along the way). It wouldn't just be a matter of canceling with Universal even that were covered.

while i understand it'd be too late for your specific situtation, just wanted to post for others reading that there is cancel for any reason insurance available. It's not that much more costly than the standard variety u can purchase (I bought it thru insuremytrip for upcoming cruise, but it's available for land-only trips too).

that said, it's imperative to read your insurance policy & pay close attention to the sections covering natural disasters and weather-related incidents (as not all cover hurricane issues or volcanic ash)

 

[Lewisc]

I am not expecting anything "extra". But good customer service means you communicate so people have as much information as you can give them. On a recent flight I took on an airline known for having in seat tv's they sent a communication to every person taking a flight within a certain time frame to let them know that they were doing maintenance and couldn't guarentee that the tv's would be working on their particular flight. Then when on one segment of my flight they weren't working, the attendants had credit slips for future flights to hand out as a gesture. This is good customer service. Not communicating anything at all is not. I am not going to argue this anymore.

There isn't anything to communicate. It's evident package holders are being given every amenity specifically mentioned in the printed brochures and on the website. Some people assumed the package included more then was promised. Some people engaged CSRs in conversations which resulted in CSRs making some assumptions.

It's also evident Universal is making the decision how long to keep FJ open based on how it's performing. Again nothing to communicate.

And exhausted from re-explaining because so many people come on not knowing what we're upset about (or incapable of understanding why that would make anyone upset to begin with). But I'm not irate. I haven't been storming around my house. When I've spoken with Universal I have kept my cool, gone through the proper channels, and filed my formal statements without taking anyone's head off. The people I speak to on the phone are not the ones calling the shots, and I see no reason to make their day miserable just because I'm frustrated. As long as they are pleasant with me, I'll show them that respect in return.

We'll go on our trip. We'll make the most of it and appreciate everything we get to do. We'll try our best to make it a happy, lasting memory. But that doesn't mean I'm tickled with the way Universal advertised their product or how they've handled their screw-ups. I still stand by the belief that they've been unethical in how they've dealt with the situation since the packages went on sale.

Universal is providing every amenity promised in the brochure and on the website. The package didn't even promise entry on the Forbidden Journey.

The CSRs don't know any more then we do. Engaging them in conversation is a waste of time. All it does is set you up for disappointment. You said they're not making the decisions. That's half right. They don't even know what decision has been made. The decision on what will happen the day you visit the park hasn't been made yet.

Universal doesn't know how long the attraction will be open on a particular day. There is nothing to communicate.

Booking a trip in advance of the opening of a brand new attraction is always risky. People who booked the package are getting an opportunity to see HP in advance of the general public.

You can either change your trip or make the most of it. Travel insurnace generally won't cover changing a trip due to an attraction not opening 100% before your trip.

I'm not really sure what people want. NOT THE POSTERS I QUOTED but I get the idea some people think a few hundred package holders would be getting exclusive access to HP for an hour or more.

 

[Momw/aplan]

There isn't anything to communicate. It's evident package holders are being given every amenity specifically mentioned in the printed brochures and on the website. Some people assumed the package included more then was promised. Some people engaged CSRs in conversations which resulted in CSRs making some assumptions.

It's also evident Universal is making the decision how long to keep FJ open based on how it's performing. Again nothing to communicate.




Universal is providing every amenity promised in the brochure and on the website. The package didn't even promise entry on the Forbidden Journey.

The CSRs don't know any more then we do. Engaging them in conversation is a waste of time. All it does is set you up for disappointment. You said they're not making the decisions. That's half right. They don't even know what decision has been made. The decision on what will happen the day you visit the park hasn't been made yet.

Universal doesn't know how long the attraction will be open on a particular day. There is nothing to communicate.

Booking a trip in advance of the opening of a brand new attraction is always risky. People who booked the package are getting an opportunity to see HP in advance of the general public.

You can either change your trip or make the most of it. Travel insurnace generally won't cover changing a trip due to an attraction not opening 100% before your trip.

I'm not really sure what people want. NOT THE POSTERS I QUOTED but I get the idea some people think a few hundred package holders would be getting exclusive access to HP for an hour or more.

You're right, I'm not one of those who expected to have the land to ourselves for the full day, that was never the impression I was given, nothing was said before my purchase or at the time of my purchase to make me think that--although after the GO date was announced I was for a brief time told precisely that.

I can't speak for all the other pkg holders here; I don't know what they were promised. Maybe they can elaborate on how they came to believe that?

But what many of us, including myself, were expecting IS what was promised by Universal's advertising campaign as well as the people selling us the product on Universal's behalf. Who can blame us for expecting what was promised to us by a major, well respected corporation's advertising as well as their front line sales staff? And, if what their ads and sales staff promised was wrong or misleading, then whose bad is that? Universal's. That's who.

And the way I see it, there WAS something to communicate. At the time the packages went on sale everything according to the ads and the sales people selling them said the area would be fully open--not still in softs. When it was discovered that the grand opening wouldn't occur until after some of the package holders arrived this created a major change in how those packages would be handled. As far as I knew I had purchased something for after the grand opening--and as far as they knew at the time they sold it to me that is exactly what they were selling-- post-go. And with a post go pkg you know the area will be fully open. When my pkg suddenly became a pre-go pkg that should have been communicated to me letting me know that there might me some necessary restrictions that otherwise would not have existed if it had remained post-go.

Pre-GO and Post-GO are NOT the same vacation.

Just an example in another vacation arena where a similar communication would be expected:

When you purchase a cruise they have disclaimers in the fine print that says some ports of call can and may be changed at any time at their discretion and that's their legal right. But if I purchased a Caribbean cruise and they suddenly decided after the fact that we were only going to stop at one Caribbean port of call and all the rest would be in the Bahamas instead, I would most certainly expect them to communicate this change to me in advance. Wouldn't you? Just because it's not promised in the brochure that they won't make a major change doesn't make it right to make that change and then not let you know until you arrive. And just because it's still a 7 day cruise on the same boat as the one in the brochure with one day in the Caribbean doesn't mean it's still the same vacation you thought you were buying.

And yes, only getting in half a day for an area whose major ride is still in soft openings VS getting in all day for an area that has already made it through the soft opening phase and is fully open IS a major change. Particularly when this area's existence is the sole purpose of your vacation to begin with.

People who booked the pre-go pkg didn't know they were getting in "in advance of the general public." That wasn't...what's the word? Oh, yeah, communicated.

(And once again, before I get jumped on by someone for complaining about my pre-go pkg: I am perfectly happy to get the limited crowds for the limited hours the pre-go pkg holders have been getting--it seems to be working well for them--My problem is with the lack of communication on Universal's part as well as being left uncertain as to what exactly my pkg vacation will consist of even one week out from my arrival. No promises are being made that we will get the same experience that either the pkg holders there now are getting, or what the pkg holders post-go will get either. We will have to wait until we arrive to see how it's being handled at that time. Please go back and read some of my previous posts if you want more clarification on this. My fingers are tired. )

By "engaged the CSR in conversation" do you mean asked the sales rep questions about the expensive product we were considering purchasing? Because in that case, then yes, I most certainly did "engage them in conversation."

And one other quick point:

Why DOESN'T Universal keep their Customer Service Reps better informed? These are the people on the front lines. These are the people providing what is considered by the general public to be the official word on what they are purchasing. These CSR's should know exactly what decisions have been made as soon as they are made. THEY are the ones who create customer expectations.

 

[Planogirl]

Why DOESN'T Universal keep their Customer Service Reps better informed? These are the people on the front lines. These are the people providing what is considered by the general public to be the official word on what they are purchasing. These CSR's should know exactly what decisions have been made as soon as they are made. THEY are the ones who create customer expectations.

This. I couldn't agree more. However none of the CSR's at the themeparks ever seem to know what's going on. How long have we talked about getting misinformation from Disney CM's? I don't understand why there isn't more emphasis placed on keeping those who deal with the public better informed.

 

[Lewisc]

The packages were sold prior to the announcement of the opening date. This was the language in the brochure and on the website.

The May 28 travel date was set to help consumers with vacation planning and does not represent the opening date for The Wizarding World of Harry Potter at Universal Orlando Resort. Universal has announced that The Wizarding World of Harry Potter will open in Spring 2010. Specific opening information will come as soon as it is available.

Obviously the language was changed after the opening date was announced.

Nothing was misleading. Test Track opened more then a year late. Attractions at theme parks frequently open later then originally planned.

I understand most of the posters want to "vent". I suspect most of the posters will be happy when they get back.

Assume Universal knew the FB wouldn't be ready on May 28 but didn't know that until after they started selling packages.
What did you want Universal to do?

1. Open the attraction all day even if they need part of the day to work on getting the bugs out? Even if that meant the ride broke down during the day?
2. Use the fine print in the offer to say sorry, HP isn't open yet? Too bad. Does anyone remember the Griswalds?
3. Cancel your package?
4. Cancel all the HP parts of your package (breakfast, souvenir ticket etc.) and give a partial refund?
5. Do what they're doing. Make sure the package guests get at least what was promised. Understand later package guests may get more access to HP then earlier guests.