Sorry - need to rant!!! Memory maker ordeal! **update**

[c3h3a3r]

So, I booked a package holiday via Kenwood Travel online back last year (July) for 2 weeks at the end of July this year. Was told our package included 14 day Disney and universal tickets. 20th May I purchased memory maker for out trip. 31st May our Travel Agent emails our ticket number. I very excitedly put ticket number into MDE and it comes up with 14 for 7 tickets including memory maker. This surprised me. At no point did our TA mention this. I tried to contact Disney but email said could take up to 5 days. I also emailed my TA, but no reply. Today I finally had time to phone Disney. After 20 mins was told that memory maker is non refundable...
I Phoned my TA to be told all bookings from April this year include MM, details on their website - er - I booked last July - why would I go back to their website?? Her attitude was that I should have known. Despite the fact that on at least 2 occasions I have emailed to ask exactly what our tickets cover. Surely she should have communicated about MM in April!
Also found out today we get golf and Disney quest included! ( Anyone know when DQ is closing for good?)
So, now am fuming that am £100 out of pocket. I can understand MM is non refundable of course, and it's not Disney fault...but it's not mine either...not happy

 

[chmurf]

Surely she should have communicated about MM in April!
Also found out today we get golf and Disney quest included! ( Anyone know when DQ is closing for good?)

I am very sorry your TA did not inform you of what was covered by your tickets.

I probably will not make it easier by saying that we've been talking about memory maker being included in 2016 tickets for more than a year on this forum. And that we've been talking about minigolf and Disneyquest being included for several years now.
Note that DisneyQuest is NOT included in the 2016 tickets. so it probably won't matter when it closes for good (It's been replaced by the Memory Maker, as DQ will be closing in 2016, so it was taken off the ultimate tickets in 2016)

I'm not trying to put the finger where it hurts, or be rude to you. And I don't want to do you the offense to say it was all over this forum for you to see. That wouldn't help and that would not be nice, but it's just to remind readers here that TA's are very often completely clueless about what they sell.
You have a lovely bunch of people on this forum who are far more knowledgeable.

And that's the reason why many here go the DIY way.
Everything is advertised in plain writing on the Disney UK website. No TA stalling you over the phone because they just don't know what they have just sold you

 

[c3h3a3r]

Lol. No offence taken, but....
I booked this last July, I have seen/heard about the free MM, but as I booked last year, didn't give it a second thought, also I had twice emailed my TA, to ask exactly what was included with my tickets.
I am currently waiting for feedback from customer services at the TA, who is hoping to get a refund for me via their Disney representative.

With regard to golf/DQ, that's just an added bonus. I wouldn't have paid OOP for that. But will take advantage if it's free.

Thank you for responding (I have calmed down a little now!)

 

[c3h3a3r]

PS if I could ever afford to do it again, definitely think I would go DIY!

 

[Sam1]

It's April last year, not this year, so you maybe should've been told when you booked. I booked in April last year and knew about it, but I booked straight through Disney and couldn't help but notice the amount of threads about it on Disney forums. It's a shame if they don't refund you, it's obviously a genuine mistake.

 

[scoobydooby2016]

You shouldn't need to read any online forums not to get ripped off by poorly informed travel agents. And you shouldn't have to feel like you should have known. You got rubbish service. I'm sorry that happened to you. Progress your complaint your point is absolutely valid.

 

[P800aul]

Hi OP

Why not try this if your TA is not forthcoming. Email photopass at disneyphotopass_support@disneyworld.com explain the situation and say while you understand that refunds is not policy ask if they will give you credit against other purchases from their web site. We used this service every year and always buy things from the site Christmas cards (with the children's photo on) and a calendar for the new year using the photos taken. I know you can get this stuff cheaper elsewhere but it's nice to have it done by Disney.

In you don't ask ...!

Regards

Paul

 

[chmurf]

You shouldn't need to read any online forums not to get ripped off by poorly informed travel agents.

you're right
but when you're a member of forums like this one, it doesn't hurt to read it. It could even save trouble, time and money and leave you more informed than the poorly informed TA.

Ain't that one of the main reason we all signed up here ?

 

[Jon84]

you're right
but when you're a member of forums like this one, it doesn't hurt to read it. It could even save trouble, time and money and leave you more informed than the poorly informed TA.

Ain't that one of the main reason we all signed up here ?

Agreed, my trip was booked last year too and Virgin didn't tell us MM was free. The Ultimate tickets were advertised everywhere as having free MM from TA sites to the UK Disney Holidays page.

Seems this TA was just poor

 

[chmurf]

Seems this TA was just poor

I would say they're just on par with the vast majority of TAs ...

DIY, DIY, DIY (repeat until you're convinced )

 

[General Panic]

Have you had no paperwork from your Agent? , in turn from Disney to show what you have paid for? If they booked the hotel , passes etc via Disney UK which most agents would do , the Disney official confirmation breaks down all the extras included including Memory Maker.

AsP800aul mentioned , i would still follow this up with Disney Holidays either their UK division or the US contact with photocopied evidence of your existing free Memory Maker. If that fails a visit to the Customer Relations desk at a park may also yield some good luck as well.

Not all Travel Agents are useless and clueless when it comes to Disney i would like to point out

 

[jon18uk]

This comment isn't directed at the OP but I have seen several stories of bad things happening due to travel agents not communicating recently, including someone else not being informed of the construction work at the Wilderness Lodge by their TA. All of this just cofirms why we prefer to book hotel/tickets with Disney and flight with the airline. Just means that we are communicating directly so know exactly what we are getting.

 

[chelynnah]

I think if you call Disney and explain, I would suspect that they will allow a refund. It's not like you've started using it yet.

 

[c3h3a3r]

Update - somehow I missed all these replies. But thank you all.
I emailed customer services at the travel company and they replied within an hour to apologise and said they would contact their Disney rep to see what they could do. I also emailed photo pass directly. They replied within a couple days and said they would refund it. Checked my online banking this mornig and it's been refunded so relieved.

Thank you all for your thoughts and opinions

 

[chmurf]

Christmas in june

glad you got it sorted

 

[chelynnah]

Update - somehow I missed all these replies. But thank you all.
I emailed customer services at the travel company and they replied within an hour to apologise and said they would contact their Disney rep to see what they could do. I also emailed photo pass directly. They replied within a couple days and said they would refund it. Checked my online banking this mornig and it's been refunded so relieved.

Thank you all for your thoughts and opinions

Great result. I figured that would refund under the circumstances

 

[Realfoodfans]

Hi OP

Why not try this if your TA is not forthcoming. Email photopass at disneyphotopass_support@disneyworld.com explain the situation and say while you understand that refunds is not policy ask if they will give you credit against other purchases from their web site. We used this service every year and always buy things from the site Christmas cards (with the children's photo on) and a calendar for the new year using the photos taken. I know you can get this stuff cheaper elsewhere but it's nice to have it done by Disney.

In you don't ask ...!

Regards

Paul

Thank you for sharing this link! Another one to add to my Disney folder

 

[LiquidSunshine]

Update - somehow I missed all these replies. But thank you all.
I emailed customer services at the travel company and they replied within an hour to apologise and said they would contact their Disney rep to see what they could do. I also emailed photo pass directly. They replied within a couple days and said they would refund it. Checked my online banking this mornig and it's been refunded so relieved.

Thank you all for your thoughts and opinions

Great result! Glad you got sorted out!

 

[c3h3a3r]

Thank you x

 

[elaine amj]

So glad it worked out! I would have been super annoyed as well. Yay for the Photopass folks being reasonable!