Problem with Paramount Travel

[truescorp]

I listened to these boards and booked for the first time with Paramount International travel for my recent trip. I will say this-NEVER AGAIN. For some reason, my trip to my favorite place on earth was fraught with mishaps, and Paramount added to my frustration. We had our bags stolen at the Wyndham Palms resort(see thread on Orlando Hotels board) and we realized on the morning of our Chef Mickey's reservation that the vouchers as well as the carbon copies of everything was in one of the bags stolen. Again, our fault in this was not realizing sooner that those coupons were among the stolen items. But the point is, that we set out at 8am to call Paramount as well as drive to their printed location to try and recoup the vouchers. We figured there are serial numbers on everything, they could possibly stop the activity of the ones they issued us and issue new ones. I had my reciept with what I paid them for 7 day park hoppers(over $1100 for a family of 4) and everything. Well, we started calling a few minutes before 8am, and continuously every 30 seconds or so after that. Of course, no one answered and we constantly got voice mail, even though the recording said they opened at 8. We searched for Vineland, where they are located and found out there are about 20 different Vineland's in Orlando! We continued driving, asking directions at gas stations along the way. Long story short, we never found the address listed, and no one answered at Paramount until after 9:30am! Imagine our frustration with an 8yr old and a 4yrold in the car who have been hyped up about Chef Mickey's at 6am, yet by 9:30 were still in the car, not having eaten anything! The person who answered then proceeded to tell us that those vouchers are just a courtesy and are not replaceable. My husband tried to explain the situation, telling them about our stolen bags, our disapointed kids, not being able to locate them, etc, and the person on the other end has absolutely NO compassion and constantly repeated they are not refundable. The thing that gets me is to say its a courtesy is crazy, when we could've bought tickets for the same place at a number of different places, but the incentive for Paramount was the vouchers, a probably $70+ value for my family. If we had not got those vouchers, then the monetary value of those Paramount tickets would be the same as say buying from Disney, so what was the point of using them??? I can just say that everyone's experience is different, some of you here have raved about them, and Rosa(who I found to be the most emotionless customer service person imaginable), and I"m just adding that my experience was totally the opposite and really added insult to injury in the face of getting my bags stolen this trip.

 

[chris1gill]

Hmm, wow, well first I have to ask if you were able to replace your Disney tickets themselves? Did anyone ever find your bags? Clothing, that sort of thing? Anything? That's a tragedy considering you're on vacation

As for Paramount, we also went through Paramount & I took the photocopy of our tickets that they sent (which in & of itself is very helpful, nobody else sends copies of the serial numbers) anyways, I put the photocopy of the tickets somewhere OTHER than the tickets, just in case I lose the tickets for whatever reason... Anywhoo, I'm pretty certain that our documentation says that the vouchers are indeed non-replaceable... that's a bummer, but that's the policy... you can't really hold it against them... I'd be more concerned if they told you that you were out of luck on the tickets themselves?

 

[Blondiex46]

so sorry your for the problems, hope it got corrected, I will read the resorts post to see if it is posted what ended up happening.

 

[truescorp]

For the concern and nice words. Sometimes when bad things happen, all you want is a little compassion, you know?
As far as the vouchers, we did have the vouchers somewhere other than the tickets, but the photocopy was with the vouchers and not the tickets unfortunatley. I dont remember having seen that they are nonrefundable, but like I said its the fact that there was a lack of concern. Its all a lesson learned though.

 

[GoldenOldie]

Originally posted by truescorp
...The thing that gets me is to say its a courtesy is crazy, when we could've bought tickets for the same place at a number of different places, but the incentive for Paramount was the vouchers, a probably $70+ value for my family. If we had not got those vouchers, then the monetary value of those Paramount tickets would be the same as say buying from Disney, so what was the point of using them??? ...

I am sorry to hear about your luggage situation. But you are very wrong about the prices in relation to Disney.

Paramount sells the 7 day PHP with breakfast voucher for $301/adult and $245/child plus a $15 shiping fee per order.

Disney sells the 7 day PHP (advance purchase) for $326.97/adult and $263.07/child plus a $3 shipping fee per order.

You paid Paramount $1107 including shipping. Had you bought them from Disney in advance you would have paid $1183.08.

So even thought you didn't get to use the breakfast vouchers, you still came out $76.08 ahead of what you would have paid Disney for the same tickets.

 

[NancyIL]

I'm sorry your luggage was stolen, but I don't think Paramount had any obligation to replace your breakfast vouchers. Unlike park tickets that have a scannable strip - there's nothing on the meal vouchers to be scanned, and therefore deactivated.

 

[mad4themouse]

My DS had his Gameboy and all the accessories stolen from our hotel room a few years ago. It's a horrible feeling of being violated and quite a hard lesson to learn at such a young age. I know how you must have felt and I hope that the experience did not completely ruin your vacation.

I also hope that your little kidlings still got to eat breakfast with Mickey. That would have been so disappointing.

As for Paramount replacing the vouchers...well, it would have been nice but they really were not obligated. As far as I can tell, the vouchers are just a nice little bonus that they give you. They don't even mention it as a selling point on the website. If you had lost your park passes, they would not have been obligated to replace them (although Disney would have replaced them if you presented them with photocopies of the backs). Why would you expect Paramount to replace lost, untraceable breakfast vouchers?

I do sympathize with your situation but I think that you're angry with the wrong people.

 

[truescorp]

I understand everything everyone is saying, and thanks for your replies.
GoldenOllie, I see your point with the money figures. My feeling though, was that I would've rather gone through Disney, who I knew and was familiar with than Paramount but my main reason for going with Paramount was the extra incentive of the character vouchers. I see everyone's point that it wasn't there obligation to replace it. My point is, in customer service, there's always something you can do to please the customer so that they'll return. We plan on vacationing to Disney at least once a year for the forseeable future, and wouldn't it have been better on their part to handle the situation differently than to lose all the money they have lost from my family? I've been through many customer service training seminars and the first thing you learn is one unhappy customer costs the company so much in revenue due to bad feelings and word of mouth.

 

[mad4themouse]

Out of curiosity, what would it take for Paramount to make you a happy customer? If you were to write a letter of complaint to them, what remedy for the situation would you suggest?

 

[momtokendantom]

Sorry you had to go though so much on your vacation. It must be devestating to plan for so long for your trip and then have something totally out of your control happen.

Hope the rest of your time was happy.

Michelle in MA

 

[truescorp]

Thanks, thats exactly what I felt. When you plan something so long, thats the point of planning right? But, cest la vie, such is life, whatever can happen will.
As far as what will it take to make me happy, I don't have a specific answer for that, I just want to see the effort, you know what I mean? Its like, when people say, "its a little thing but a big thing".
Thanks again guys, all your replies have really helped me cope with this situation.

 

[4greatboys]

I just wanted to say how sorry I am that those horrible things happened to you on your trip. I do understand their reasoning about not replacing the vouchers but in the same circumstance I probably would have felt like you did--and indeed a little compassion goes a long way. I dont think that Paramount is on Vineland anymore. They were there last Dec because I picked up my ph from them but shortly after that I read on the boards they had moved.

 

[sln88]

I can sympathize with you about trying to find PIT!!! LOL
Due to poor planning on my part, I had to pick up tickets from Paramount on Monday morning. I also had a breakfast PS planned for that day. We found Vineland on the map and and headed toward it. Drove on it about 30 minutes before I realized that Vineland had turned off and I was on Apopka Vineland. Tried a bit harder to get back to Vineland. No luck. Missed PS. I was in tears because I was so mad at myself. Went back to hotel to get DH who was sure he knew how to find it. After a short tour of some very outlying suburbs of Orlando, we found a great UPS driver who said, well, you are on the wrong Vineland, and pointed out the correct one to us on a map and pointed us in the right direction. I think we finally found it about 4 hours after I had originally left in the morning.
They are still on Vineland- if you decide to do a pickup, make sure you get directions before you go!!
I found Orlando to be very confusing for driving(unless you want to go to WDW- there are signs everywhere for that!)
Sorry about your luggage theft- that must have really messed up your vacation.

 

[truescorp]

I really thought my husband was driving/directions impaired when we couldn't find that stupid address! We even asked a busdriver who turned us in the wrong direction too! Whats up with the Vinelands' in Orlando? They really need to make them more clear. Whew, I can't wait to tell my husband it wasnt just us!

 

[Lewisc]

I am very sorry your luggage got stolen. Based on your post I will be extra careful not to leave my stuff out of sight. I thank you for giving us that warning BUT

I don't really think you're being fair to Pararmount. You had no problem with them. Did you go back to the store where you bought your clothing and asked them to replace it? Did you go back to your drugstore and ask them to replace your health and beuaty aids? What's crazy is expecting that they would replace stolen property. Others posted you saved money even without the meal vouchers. Since there is no way for them to cancel the stolen vouchers there is really no way for them to help you.

 

[GAIL HAYDEN]

Originally posted by truescorp
I really thought my husband was driving/directions impaired when we couldn't find that stupid address! We even asked a busdriver who turned us in the wrong direction too! Whats up with the Vinelands' in Orlando? They really need to make them more clear. Whew, I can't wait to tell my husband it wasnt just us!

For one thing, you are not in Orlando when you are at Disney, you are, for the most part, in Lake Buena Vista, there is a Vineland there, then you go to Kissimmee, there is a Vineland there. Each town has a Vineland, just like almost EVERY town in the US has a Main St.

We have done the Vineland thing also and a few others. We just ended up buying an area street map. Wonderful purchase.

 

[LauraR]

I can totally relate to your feelings toward Paramount. Maybe they can't do anything about the vouchers, but they can at least offer some sympathy about the situation. That can count for a lot. If they had said "Sorry, but we can't help you" with an emphasis on the "sorry" maybe they could have kept you as a customer. And a little warmth and understanding would cost them nothing.

As far as the plethora of Vinelands, I have to say I've only looked at a map, and I'm already dreading driving in Orlando. Is 435 Vineland? Is 535 Vineland? All of the above? Lake Buena Vista seems like a tangle of Vinelands. It's beyond me why people who name streets have such little imagination (you'd think some of that Disney creativity might rub off in the Orlando area, at least!) Instead of naming everything Vineland maybe they ought to try naming streets after tropical fruit (Mango Dr., Papaya Blvd., Kiwi Rd., Passionfruit Parkway)!

Anyway, sorry for your rough time. Having your bags stolen is an awful way to start a vacation, and I wish it hadn't happened to you. But at least you've raised the awareness of alot of people, who will now be extra careful not to let the same thing happen to them. I know I'll be more careful!

 

[Stepharoonie!]

truescorp,
I recently moved to Orlando from Daytona Beach (lived there my entire life!) and find all of the roads in Orlando to be quite FRUSTRATING! Why have sooo many different roads with the same freakin' name?! Yeesh. Luckily, my boyfriend has lived here a good chunk of his life, and is helping me find my way around town a little easier
I'm really, really sorry your luggage was stolen....were you able to meet Mickey at some point of time during the trip? I hope that you did have a nice vacation through it all...

 

[truescorp]

Thanks so much for asking guys-the rest of the trip was up and down. I posted a trip report called "The highs and Lows of 10/23-10-30"What kept happening was that I would make a vow to not let it ruin my vacation, get happy for a minute, and them go to use something that was in the bags and it would hit home all over again! Things like the Chef Mickey thing kept happening. Like we would go "Thank God just the 2 way radios were in there, and not the cd player" and later on would realize yes, the cd player was in there! So on and off things were bad. But of course we got to see Mickey here and there-and you can always take a picture with him in his Fantasia costume over at MGM near Who Wants to be a Millionaire. So we got that one picture with him.
I'm so glad people understand me on the Vineland thing. For a lot of people from out of town, we generalize the whole area as "Orlando" even though we realize there is Kissimee, and all those distinctions. Its just a figure of speech really. The point is it is confusing, and you can bet I'll have a street map next time!

 

[Tiger926]

I've been reading this thread, as well as the one on Orlando Hotels board, and I've noticed conflicting info so it's hard to follow updates. On Orl. Hotel board you mention that tickets were in fanny packs, so "you pressed on." On this board you mention that tickets were in stolen bags. I noticed that both posts were created on same day within minutes of each other, so were your tickets stolen? By following this thread, they seem to have been, so why the confusion in the other post?

Please don't think that I am doubting you or anything, it's just that as you can see, there are many people interested in what happened, I being one of them, but I'm not sure what actually happened based on your posts on both boards.

Tiger