Problems, who do I write?

[Goofy Yno]

Like most of you, I am a planner. (so the rest of the family was calling me Rabbit due to my schedule). We left Phoenix at 3:30 to get to the opening of CA by 10. we lucked out and our room is ready, drop off the luggage, get to the park a minute after rope drop. I'm nervous about the Printed on-line tickets, but they get us in promptly. I send the family over to Bugs' life area knowing my little one wants that. I grab all the tickets and make my way over to Sorin- the fastpass machine says my tickets are not valid- see CM. hum, maybe they aren't working yet, so I run to Grizzly run- same deal. a CM shrugs his shoulder and sends me to the entrance from the Grand Californian. He rescans the tickets, and I run back, slightly perturbed at the time lost, but happy to resume my quest. ticket still not valid! so I run back to the entrance, he didn't understand, calls over a supervisor, they starts looking for something to give me. I'm thinking dream pass or something. but they cant find it. so he sends me back to the front entrance, says there is a blue door I should knock on. Huh I think, well now I am surly going to get a Dream fast pass or something. I am normally a shy reserve person, so the thought of knocking on a strange door actually frightens me. but for my boys sake, I knock. the supervisor there hands me 5 fast pass tickets- they function just like ticket but only for the fast passes. (in other words, I still have to get to the machines, now I am an hour behind) I'm a little taken back and uncharacteristically say" bbbbut, I've lost so much time. It seems unfair" she asks what ride I was trying to get on. Sorin I reply and she gives me a pass for my party. Grateful for something, I thank her, run to GR to get the rest of my FP's.

so that was the last I thought of it. had a good time at downtown Disney that night with some friends, woke up at 6 the next morning to the dismay of my family. we need to eat, and get to the park by 7:15 I say above all the calls of "rabbit" and "long ears".

there we are, first line, 4 th group. we did it. through the booth, we are nearest the tunnel then down main street. now, do we want to run to nemo (like everyone else) or continue on schedule?
to my dismay, the ticket lady said are tickets were used up. we were pushed to the side while a supervisor was summoned to look up the info on the computer. meanwhile the line I had been bragging about to my family as it snaked ever closer to the Giant C in front of CA, has all filled past us. the lady verified our tickets and again when I complained she gave us a pass that she said we could use to get to the front of any line except nemo. OK I thought, a reusable FP for the whole park. let's have fun. We changed our plans not to run for FPs. Low and behold, the first ride we used it on, they took it. said it was only for one ride! so all my planning, all my getting up early and the crap I took from my family, was for not, because of the ticket mishaps in the Disney system.

I'd like to write to someone and complain, but to whom should I write?

 

[EnnEss]

at disneyland.com there is an email. Every time I've written it, usually not complaints, but one time I did, they get back to me, in person after a few days. You get a form letter first then a real person. The email is at the bottom of the site, I cant recall it offhand. Sorry your planning all went out the window .

 

[cats mom]

Or if you want to send a letter via snail mail I believe this address would work:

Disneyland Resort
PO Box 3232
Anaheim, CA 92803-3232

Attn. Guest Relations


I'm wondering if maybe your expectations were a bit high though?

Granted running back and forth the first day could have been avoided if either of the ride CM's had provided you with the machine passes from the start. But you did get them, as well as the extra FP.

I would make it clear that the entrance gate CM scanned your tickets twice on the same day though. It's probably a fairly safe bet that's what screwed up your tickets on day two. Not good.

I'd also be frustrated if I got to the gates early only to have to wait for a supervisor to verify admission tickets, but how long were you really held up? Again, you did get the extra FP for your trouble.

While Dream Fastpasses or all day, every ride, front of the line passes would certainly have been great... I think expecting either for your inconvenience was maybe a bit much to ask.

I hope you had a good time and enjoyed the rest of your trip... despite the morning mix-ups both days.

 

[bumbershoot]

Can't help you with your issues (sorry), but for anyone else reading, if you get ONE message that your ticket wasn't used for admission, when you go to get a FP, get to a CM immediately. You'll need a "fast pass ticket", which means a ticket-like piece of paper that you put in the FP machines for the day. Of course, once you hop your ticket will likely be scanned at the other park, so you won't need it for the other park, but that's what they should have given the OP at the very start of the problems.

In September, after we upgraded to APs, I had a problem like that in DL. My AP just didn't get fully in the system (though my picture popped up and everything when they beeped it in), and when we went for our first FP at Indy, a bit after getting what I thought were all FPs I noticed that that's what my ticket said.

I went to the CM at that info booth in the hub (I think), across from the PLaza Inn but on the side of Carnation cafe. Nearly had an altercation with that CM b/c he was using the phrase "Fast Pass ticket" without explaining it. Finally we got that we were using terminology that the other wasn't understanding, practically kissed and made up (ha), apologized, and he told me I could get the FP ticket (fully explained) or just exit then enter again. And he gave me the re-entry pass like the OP got (though he explained it was for ONE ride only). It was very lovely that he gave me that, though it was mid September and we didn't even need the FPs, let alone a front of the line pass, so I saved it instead of using it.

Anyway, should anyone find themselves in that situation while getting FPs, get to a CM who can get you a FP ticket.


I'm mystified as to what happened the second day for the OP, b/c if they didn't scan it the first time to get it into the system, it makes NO sense that the second time they were scanned it was somehow taken out twice.


And no, they can't just give people Dream FPs. Those are picked at random (certain time, certain place, certain number) by a computer, the dream team is sent to the spot with whatever they are giving, they can't just give one to someone.

 

[Hound 109]

Oh Man......being a psycho planner - early morning commando.....I'd be absolutely losing it if that had happened.

I'd be saying "....but..but....it's 10:42am & I should have Soarin', Griz & Screamin' FPs in my pocket & be first in line for ToT.....the guys on the DIS said so!!.....gimme a dream FP" .

You have my sympathy, Goofy Yno.

 

[Sherry E]

Oh Man......being a psycho planner - early morning commando.....I'd be absolutely losing it if that had happened.

I'd be saying "....but..but....it's 10:42am & I should have Soarin', Griz & Screamin' FPs in my pocket & be first in line for ToT.....the guys on the DIS said so!!.....gimme a dream FP" .

You have my sympathy, Goofy Yno.

I am one of those Type A planners, too, and when little things like that happen, they drive me nuts. I am trying to get better about what I choose to let stress me out because there are so many bigger fish to fry in life. If you only had one day there and your time was very limited, then it could make you crazy knowing you have lost precious time on rides. At least with multi-day hoppers, you have a chance to try again. The Fast Pass issue is an annoyance, but the real problem for me would be if I had a multi-day Hopper and they told me that all the days had been used because a CM scanned it too many times. Then, I would be talking to someone about giving me a refund!

I printed some online tickets once last year, and wasn't sure how effective they would be, but we didn't have any trouble when we got in and were given the real tickets in exchange. I have a hard time with these little inconveniences of life that just happen, and over which I have no control. So I am trying to learn to just breathe and roll with it.

But I STILL insist that we get up and out of the house/roome early in the morning and into the parks - no compromise on that!

 

[Goofy Yno]

Cats mom,
You may be right with my expectations being too high. I have two reasons for this,
1) It's Disney- I do hold them to a higher standard because they ask us to. It is why we are all crazy about them and on this board.
2)while it may not seem like much, I spent conservatively 15-20 hours planning to make this trip special, without lines. I was on this and other forums, looking at maps, running scenarios through Ridemax. then I took a lot of heat from my family and got them up a lot earlier than they should have gotten up. I still would not have expected more if not for some of the misinformation. when I first got the replacement Fast pass cards, she asked how long we had been there, I told here it was day one of two. she said they would be good for two days. then when I was at Disneyland on day two, when the one time use pass was taken, I tried to get FP, and it didn't work. we had planned on getting as few FP as we were leaving that afternoon to use when we returned for the fireworks.
so we did miss out on some of the fun we might have had.

I do agree that in the big picture it was a small slight, which is why you do not see any ultimatums or generalized knocks on Disney. we had a great time and will go back. I'm not even sure what I want from the letter. maybe just an apology or an acknowledgement .

speaking of which, thanks Hound.

and thank you Cats mom for the address.

 

[wdhinn89]

I really don't get the whole commando mentallity. I mean your on vacation. Relax and enjoy. All anbody is going to remember in the end is running around like a chicken without a head. Relax and take in all the scenery and enjoy this special time with your family. One little mishap and your vacation is in ruins. You got fast passes, what more do you want, the 2 lost hours of your life . It's not going to happen.

 

[Jenn1116]

With only 2 days in the park and lots of things you want to get done I think the relaxed approach is wasteful... Personally, I spend a lot of money on a vacation that happens once a year if I'm lucky. Heck yeah I'm going to plan, and I'm going to get in the gate at the best time and get on the rides and see the attractions that I came for.

I'm sure there are plenty of people who are just fine with stolling in after 10 with no idea where they are going to head, but many others just don't go to DL that way.

And I don't think the OP is asking for her time back.

 

[cats mom]

Your letter could very well help someone else avoid the same or similar situation, so by all means send it off and let them know.
It sounds like at the very least they need to step up training procedures.

We've actually been given a fast pass ticket twice now. Both times the CM was very clear that it would only work one day. In fact IIRC it actually stated that on the card, along with the printed date. Seems like pretty basic stuff all CM's should be aware of.
And I still think double scanning your passes on the same day at the same park could have caused problems. Again a training issue IMO

It could have been worse though. We booked a package through WDTC back when they offered the unlimited FP option. Yep, you guessed it... out of 18 passes 6 of them were cut wrong and the machines wouldn't read them. I'm not sure they even had the fast pass ticket back then, if they did we didn't get one. We had to go all the way back to the WDTC office; which didn't open until 3 hours AFTER the park, and was located across form the Disneyland Hotel, to get new passes printed out. This was the week between Christmas and New Years BTW.

Trust me, I do understand your frustration.

 

[Goofy Yno]

I really don't get the whole commando mentallity. I mean your on vacation. Relax and enjoy. All anbody is going to remember in the end is running around like a chicken without a head. Relax and take in all the scenery and enjoy this special time with your family. One little mishap and your vacation is in ruins. You got fast passes, what more do you want, the 2 lost hours of your life . It's not going to happen.

I understand that different people have different ideas. we did the same thing with four days at disney world last year and all my family remembers is not having to wait more than 10 minutes for any ride that week (june). we get there early, rush to a few key spots then do the rest at a leisurely pace. My family hates and gets very snippy waiting in lines. I've only heard bragging afterward about how great the vacation was and how many ride we got in before our naps. (all my wife's friend want to borrow me)

 

[Sherry E]

With only 2 days in the park and lots of things you want to get done I think the relaxed approach is wasteful... Personally, I spend a lot of money on a vacation that happens once a year if I'm lucky. Heck yeah I'm going to plan, and I'm going to get in the gate at the best time and get on the rides and see the attractions that I came for.

I'm sure there are plenty of people who are just fine with stolling in after 10 with no idea where they are going to head, but many others just don't go to DL that way.

And I don't think the OP is asking for her time back.

I totally agree with you. I spend money I shouldn't be spending on these trips and as much as I LOVE DL, it is expensive. No two ways about it. I try to plan the best strategy to get the most for my time and money. I don't like to have too much down time during a rest break because I feel like I am wasting the money I spent. Of course, others with me think I am crazy for planning where we are going next when they would rather just stroll leisurely. Strolling is fine if you have several days to do it, but when I only have one-three days to spend between two parks, if we stroll we do not get as much done or we just keep repeating the same ride over and over again. It is better to have some sort of loose agenda.

I even try to help my friends maximize their time and money on their own trips. A friend is in town this week from Atlanta, and she is at DL & DCA today, right this very moment. I had been telling her to take the tickets she had and upgrade them to Hoppers last night at the ticket booths, so she wouldn't have to waste the time on doing that this morning. They are only at the two parks for one day, but they stayed in a nearby hotel last night. Sure enough, she called me from DL about two hours ago and said she wasted a bunch of time this morning by waiting in the line at the ticket booth to upgrade her tickets, and that she should have listened to me and done it last night!!! Also, I keep telling my friend what people have said on the boards about TSMM - that the line is getting shorter, and even if it says the wait is 60 minutes, it usually is only 40-45 minutes. But for a brand new popular ride that just opened in June, even a one-hour wait is not bad! People can't expect to go there and get on TSMM in 10 minutes, and they are lucky if they do. So after my friend tells me about wasting time at the ticket booth this morning, she then tells me that they didn't go on TSMM because the line is 60 minutes. I reminded her that it will go faster than that, and that once she gets on the ride, she will see why it was worth the wait and she will be happy that they got on it and will want to get on it again! I basically said, "I think you just need to hunker down and just get in the TSMM line. You won't be sorry."

So I am all about maximizing time and getting the most for my buck, even if I have to make up an agenda, but not everyone does things that way!

 

[mousemom11]

All anbody is going to remember in the end is running around like a chicken without a head.

we did the same thing with four days at disney world last year and all my family remembers is not having to wait more than 10 minutes for any ride that week (june). we get there early, rush to a few key spots then do the rest at a leisurely pace. My family hates and gets very snippy waiting in lines. I've only heard bragging afterward about how great the vacation was and how many ride we got in before our naps. (all my wife's friend want to borrow me)

Amen! I would much rather have my family remember short wait times and lots of rides rather than long lines filled with crabby people. And if we have to get up early and walk "purposefully" to accomplish that, then so be it. So while the sleep-in-arrive-late-wait-in-long-hot-lines guests are relaxing and enjoying their time in line, we're back at the hotel having a swim and a cold one by the pool before we head back to the park for the evening to use all the FPs that we collected that morning

 

[wdhinn89]

Many years ago, my husband and I went to WDW with my DSIL,DBIL, & DN, they had the commando attitude. We were at the parks at rope drop and left when the parks closed. We ran through the parks getting on every ride at least once. Yes we rode everything but my good Lord we were exhausted by the third day. It was crazy and IMHO not fun at all. Her poor 5 year old was exhausted and cranky from being dragged around at a commando pace and everyone took turns carrying her because they didn't want to waste the money on a stroller. It was their first trip in a few years and they wanted to get their money worth, which I truly do understand but my husband and I swore we would never do that again and definitely not put our kids through the constant feeling of being rushed. Yes, we got to ride all the rides with hardly any waits but definitely not worth the feeling of complete exhaustion and needing a vacation from our vacation.

Now with our children, we go and take our time, ride everything we want, if we miss something so be it. I guess not going during peak times is the key.

 

[Wavy Blue]

Has anyone else had problems with tickets printed off the internet? That's how I got mine and I'm praying I'm not going to have unnecessary trouble...

 

[Sherry E]

Has anyone else had problems with tickets printed off the internet? That's how I got mine and I'm praying I'm not going to have unnecessary trouble...

Mine worked fine last year. We handed them to the CM at the gates and she gave us 'real tickets' as a replacement and they were fine.

 

[cats mom]

Has anyone else had problems with tickets printed off the internet? That's how I got mine and I'm praying I'm not going to have unnecessary trouble...

It's not just the internet printed tickets. Other than the badly cut passes several years back (hopefully that problem has been corrected) we once had a hard copy pass that didn't work, and like bumbershoot, we had an AP that didn't work the first day. It worked fine a couple days later though.

My guess is that the vast majority of passes work just fine, no matter what type they are. At least now you know what to do if you get one of the persnickity ones.

 

[audrabolster]

I really don't get the whole commando mentallity. I mean your on vacation. Relax and enjoy. All anbody is going to remember in the end is running around like a chicken without a head. Relax and take in all the scenery and enjoy this special time with your family. One little mishap and your vacation is in ruins. You got fast passes, what more do you want, the 2 lost hours of your life . It's not going to happen.

I agree with this. Sure, if this commando lifestyle works, that's fine. But for me people get way too up in arms about planning. I always make a general game plan, but if something screws up, I'm not going to let myself get carried away and frustrated over it. I'll look for a situation and move on. I like going at a nice place without having to be all "OMG WE HAVE TO GO RIGHT THIS SECOND AND GET THE FAST PASSES" To me it's not worth it.

But then again, I also prefer going off-peak so that I don't even have to worry about that.

 

[avalon451]

Many years ago, my husband and I went to WDW with my DSIL,DBIL, & DN, they had the commando attitude. We were at the parks at rope drop and left when the parks closed. We ran through the parks getting on every ride at least once. Yes we rode everything but my good Lord we were exhausted by the third day. It was crazy and IMHO not fun at all. Her poor 5 year old was exhausted and cranky from being dragged around at a commando pace and everyone took turns carrying her because they didn't want to waste the money on a stroller. It was their first trip in a few years and they wanted to get their money worth, which I truly do understand but my husband and I swore we would never do that again and definitely not put our kids through the constant feeling of being rushed. Yes, we got to ride all the rides with hardly any waits but definitely not worth the feeling of complete exhaustion and needing a vacation from our vacation.

Now with our children, we go and take our time, ride everything we want, if we miss something so be it. I guess not going during peak times is the key.

Ah, but this is why we DISer's love the system of getting there before opening, knowing about FPs, and collecting them, touring with a purpose in the morning... AND THEN TAKING A BREAK. Like PP said, if you just get there early and tour with a plan, then you will have time middday to nap, swim, relax at your nearby hotel. Then you wander leisurely back after dinner with 6-8 sets of FPs in your pocket, and walk right past all those hourlong lines of people, and ride all your FP rides in a row. Love it!

And I know how frustrating it is to have done hours of careful planning, and have your MMs so carefully mapped out, then have one thing go wrong and throw it all off. I found out about it the very first morning we woke up the kids to head to our first day at DL, a MM. DD13 got out of bed, ran to the bathroom and tossed her cookies. Oops, CHANGE OF PLANS!

 

[bumbershoot]

Ah, but this is why we DISer's love the system of getting there before opening, knowing about FPs, and collecting them, touring with a purpose in the morning... AND THEN TAKING A BREAK.



I found out about it the very first morning we woke up the kids to head to our first day at DL, a MM. DD13 got out of bed, ran to the bathroom and tossed her cookies. Oops, CHANGE OF PLANS!

Definitely it's about taking that break. Just read my trip reports to see how annoyed people get with you when you go-go-go but do NOT take a break! I'm like a study plan for what NOT to do to your family, even if overall our pre-May trips were good.


Our "oh, this trip won't be going how I planned" moment was due to those dingdang blisters I pretty much gave myself, before every stepping foot into the parks last May!



OP:

when I first got the replacement Fast pass cards, she asked how long we had been there, I told here it was day one of two. she said they would be good for two days. then when I was at Disneyland on day two, when the one time use pass was taken, I tried to get FP, and it didn't work. we had planned on getting as few FP as we were leaving that afternoon to use when we returned for the fireworks.
so we did miss out on some of the fun we might have had.

The CM told you the "FP tickets" would be good for TWO days? Yeek! That can't be right at all.

About the second day...

Since you got "fast pass tickets", I just can't figure out how they might have run your hoppers twice, since apparently they didn't get properly run even *once*.

A CM telling you that FP ticket would work for two days is wrong, I'm almost sure (well OK I don't work there, so I only *think* I'm right, LOL, based on the whole big convo I had with a CM about said fast pass ticket), so that's worthy of a complaint, but I still can't figure out the ticket problems!