Small World Vacations: Missing pixie dust or expectations too high?

[fopa]

I haven't been to WDW in over 20 years & I wanted to create magic and memories for my two grandsons, ages 5 & 7. In October I acquired a reasonable quote from SWV and booked a trip for March 2014. A couple of weeks later I was notified that they found a discount that would save me +/- $150. A week or so later I changed my dates to early February which saved another $150. I did research on the DDP, found it beneficial for us and requested it be added to our reservations. I paid for the trip the first week of November and received a boilerplate email of links for planning and a phone number to call to make ADRs.

It took me approximately three hours & multiple calls to get the ADRs made due to Disney performing "computer enhancements" on that date. I later looked at the SWV website which stated they would make ADRs for me but my TA did not offer that service. When I asked my TA about this she responded that it would have been easier for me to do it myself as it was within 180 days.

Since I paid for my trip I have heard nothing from my TA. I have researched forums and blogs to familiarize myself with the parks & learned about Magic Bands & FP+ as well as receiving emails direct from Disney. It finally dawned on me: shouldn't my TA be giving me directions and guidance regarding these products and procedures?

I sent an email through the contact form on the SWV website stating I was disappointed with the lack of information provided. My TA called me and told me she was sad that I was disappointed. We discussed the Magic Bands & FP+ and I had more information than she did. If I can find this information online, then a TA should be knowledgeable as well.

I sent an email to the address listed on the SWV website stating my concerns. I received a response that they would utilize my concerns as learning opportunities for their staff and it would be forwarded to their HQ to address. The forwarded email was returned to my email address as undeliverable.

I guess I expected more communication and information from my TA. For six weeks I heard nothing. A heads up about Magic Bands and FP+ would have been helpful, especially since we are booked at Pop Century, which apparently was the initial testing grounds for both.

I don't feel I received any service that I could not have acquired independently. The price was the same as through the Disney website but I thought utilizing a TA would keep me ahead of the game. I guess I'm just venting as the reservations are made and the trip is paid in full. I'm glad that I did the research and connected my reservations in MDE or I might have been lost upon arrival.

If this trip is favorable I may be booking a longer vacation next fall with an upgraded hotel. I will most likely be making the arrangements on my own as I have seen no benefit from utilizing a TA.

Thanks to all the posters here in DISboards for the information you have provided to assist me in making our WDW plans. Although I am disappointed in the services provided by my TA we are still going to have a wonderful, magical WDW vacation that my boys will remember for the rest of their lives!

 

[Fueledbycoffee]

I gave up on TAs (sorry to the good agents here) after our trip in 2011! She started out great but being the owner she was too busy to help & always had an excuse. I received at least 1 pin code that I forwarded to her that got wasted because she didn't update our reservation. I spent the last weeks before our vacation trying to get pin codes to work but had to still go through her because it was booked through her. Never again... Reservations will always be in my name so I can control promos & if I miss one it will be my fault for not trying!

 

[tnolan]

I have been booking my own Disney World vacations for about the last 20 years, and it's much easier and more relaxing to have control of things in your own hands, as mentioned. Just keep track of what's going on in that particular year on sites such as this, and you will be well informed to make the choices that are best for you.

 

[AmyB2006]

I honestly don't know why people go through TAs sometimes. With a little planning it's easy to handle on your own. I'm sure your trip will be great! I'm sorry you had to go through that.

 

[DeborahA]

We too have booked our stays on our own. It really is easy. The only thing I would warn you of is to not book through the Disney website, you will get more options, info and usually a better price if you talk to a human at Disney directly.

The website does not really give you the options that a person can give in a live conversation. i.e.--AAA member, Disney Visa, AP holder, Florida Res. etc. All these and more sometimes can get you a discount.

 

[Mousemommy1]

Yeah, I could never give up my planning control to a TA. I know some love it, but I just can't do it.

 

[catherines_mama]

The benefit of a TA (a good TA) is if something goes wrong, they have your back and can help make it right while you enjoy your vacation. I know a very good TA and can recommend if you'd like to PM me.

 

[goofy4prez]

I honestly don't know why people go through TAs sometimes. With a little planning it's easy to handle on your own. I'm sure your trip will be great! I'm sorry you had to go through that.

I agree with you on this quote with the exception of, "a little planning." There is no such thing as a little planning when you have to research best days for each park, planning ADR's out 180+ days based on park choice, FP+ and etc, etc, etc.

My first two trips I used a TA who did an excellent job. She went well beyond just booking the trip and keeping an eye out for discounts. When I knew very little of WDW she helped with park recommendations, resort choice, ADR's, touring strategies and etc. With time, experience and the DIS I was able to move beyond using a TA and now do everything on my own.

 

[DisneyAnytime]

I also have received poor customer service from SWV. To be fair, I used them in 2008 to book our first Disney vacation in years and the service was excellent....felt like talking to a friend. In 2009, we used the same agent for our Disney cruise and service was decent but it was a cruise, there wasn't a lot of strategy involved . Then in 2011, I returned to the same agent and was shocked at how poor the service was. Couldn't get return phone calls, no answers to repeated emails, horrible.

I ended up transferring to a different TA with a different company and have been THRILLED with her service. She customizes every bit of our travel plans for our family (not just Disney), works hard to ensure everything goes well and smoothly, gives us touring plans with as much or as little detail as we want, etc.

I enjoy doing the research and such as well, but it's nice to know I don't HAVE to. It's also nice that my TA is often aware of discounts and deals before the general public (or at least is among the first to know) and figures out if the deal would benefit us and then applies it straight away to save us $$ and get any little "extras" that come with it. (Of course she does check with me with comparisons, etc if the deal requires any changes other than a cost difference/added value)

So I suppose the moral of the story is, just like everything else, there are good and bad and "just ok" agents out there and it's an individual preference if you have the time, energy, and interest to plan it all out yourself. In the end, you will be at Disney World either way and it is as wonderful as you make it!

 

[Muffin's Mom]

I tried to use a TA who came very highly recommended on another message board I'm on. Then, she didn't respond within 24 hours, not once but twice, to simple questions.

Then, she didn't move my room only reservations to packages on the day that packages for 2014 were announced with 13 hours of the announcement - even though I'd given her specific instructions in writing as to what I wanted and expected. That was when I realized I couldn't give up control.

I cancelled those 3 room only reservations and booked 3 packages the same day directly with Disney and haven't looked back. Best decision ever.

I've been able to find the answer to every question I've had with a bit of research but I'm extremely research oriented about everything.

TAs aren't for everyone. Looks like they're not right for you either.

 

[Seeker615]

I find doing it yourself is so much easier for most vacations. Now if I was going to Europe I would use a TA.

I tried using an agent a few years ago and told her exactly what I wanted and got none of it! I wanted a hotel and she tried to book me in a house. I didn't want hoppers and she kept pushing the hoppers....and on and on...

I went online and it did it all myself. I know what I want and what I don't want. It's just easier when you can go and modify everything yourself as you go along.

 

[a742246]

For OP if you haven't gone to WDW in 20 years and you are travelling with your 2 grandsons (5 and 7). My suggestion is to do everything yourself and take things nice and slow. My DD 5 loved the resort pools more than the theme parks.
If you are not careful everyone can get overloaded very quickly!

Enjoy yourself and have a great time with your Grandchildren.

 

[Magpie]

I find doing it yourself is so much easier for most vacations. Now if I was going to Europe I would use a TA.

I tried using an agent a few years ago and told her exactly what I wanted and got none of it! I wanted a hotel and she tried to book me in a house. I didn't want hoppers and she kept pushing the hoppers....and on and on...

I went online and it did it all myself. I know what I want and what I don't want. It's just easier when you can go and modify everything yourself as you go along.

I'm going to Europe this spring, and I'm not using a TA.

My mother (who has been to London before on vacation) was really upset that I wouldn't use her TA. She kept saying we'd pay more on flights and hotel, but I ignored her and just kept an eye open for deals. When I told her the price I'd managed to score for a Best Western in an excellent location and (admittedly not direct) flights, she couldn't believe it.

Her agent never got her prices like that.

I'm perfectly capable of planning flights, booking a hotel and figuring out what I want to do with myself for a week in London. I don't need to pay someone to do that for me.

Planning your own vacation is part of the fun!

 

[Happy99]

with every company there are some good and bad eggs. There are those that go over and beyond and those that just do the bare minimum.

We have been lucky that the agent we have at SW we have been working with for 10 years and always keeps us up to date on everything. Over the years we really know a lot about WDW and do we really need to use a TA? not really however it doesn't cost me any extra and I can still do a lot of my own planning if I prefer and if not she is there to do it. Plus she makes money off the reservation

I have received four emails since end of August from her about the FP+ and Magic Bands. The first was to let us know that the resorts were testing but not all. then it was that all resorts were testing (we are going in Feb) then that the regular FP machines at AK were no longer an option and then finally the information that all regular FP machines will not be available any longer as of mid January.

to the OP sorry you had an issue and it seemed you received a canned response from your first inquiry. which is never acceptable, however Disney does the same thing when you first inquire about anything. I would follow up with the owner / office, etc. Looking at their website it seems their email to contact the main office is vacationinfo@smallworldvacations.com

If it were me I would let them you already contacted them, list your agent's name and exactly what was noted in your conversations with her. They need to be aware of it again in case it fell through the cracks so someone else doesn't experience the same thing

 

[cheesemouse]

Arghhh...sorry you are having a bad experience. My general opinion is that it's ALMOST always better to just book things yourself and retain control over the reservations. Especially if there isn't a price savings. A TA will give you the same price on a WDW vacation as booking it yourself (either through the website or phone). That said, if you book it yourself you have to spend the time researching what discounts and other savings are out there. But, it sounds like you are already an informed consumer and knew lots of info that the TA was unaware of. So kudos to you!

The only time I use a TA is for cruising - and only if I can get a decent savings on the price or OBC. I am using a TA on our upcoming cruise and she knows so much less. She'll email me days AFTER my booking window opens for excursions. ??? But luckily I read up here on the DIS and all is well.

I hope you have a great vacation!