strange payments due from DU

[Dznypal]

I booked the Med cruise for sept when they rates came out

I paid the deposit and was told final payment is due 5-4-17

now we arent sure if we can do this cruise due to moving

I emailed our DU agent to ask when pentalies kick in

I was told you lose your deposit if you cancel between 119-56 days so I counted the days and came up with may 12

I emailed again to ask what happens if I cancel between 5-5- and 5-12 since the 119 day is may 12

she just said they backed up our payment date to 5-12 which is in line when you book with disney

I figure that DU would want the payment a little earlier so they have time to send it to disney but it

seemed funny that when I questioned dates and payment all of a sudden they could give me alittle more time

just wondering

 

[lanejudy]

You don't actually pay DU ... they are just a middleman and your payment is processed directly through DCL. I haven't booked through DU, but it isn't uncommon for a TA to list a final payment date earlier than DCL's drop-dead due date -- it allows a little leaway for payments to process, in case systems are down, etc. I suspect that is what happened...DU originally listed an early due date but since it's DCL's final date that really matters. DCL penalties will kick-in after the 120 day mark and DU has no control over that.

Enjoy your cruise!

 

[squirk]

You don't actually pay DU ... they are just a middleman and your payment is processed directly through DCL. I haven't booked through DU, but it isn't uncommon for a TA to list a final payment date earlier than DCL's drop-dead due date -- it allows a little leaway for payments to process, in case systems are down, etc. I suspect that is what happened...DU originally listed an early due date but since it's DCL's final date that really matters. DCL penalties will kick-in after the 120 day mark and DU has no control over that.

Enjoy your cruise!

My TA (with a different agency) did the same thing to me, which I found aggravating. When I called her out on the date discrepancy, she gave me the same explanation - DCL is very unforgiving with the PIF date, so she always gives people a date several days, if not weeks, earlier than the actual PIF as a "buffer" in case of issues like you said (systems down, problem with credit card, etc.).

While I appreciated the thought behind what she did, I told her I don't need to be "protected" with false dates. Just tell me the drop-dead date, warn me it's a true drop-dead date and DCL will not cut me a break if something happens that causes me to miss it, and suggest that I pay well in advance to avoid problems. But don't give me a fake date like I'm a child, y'know?

 

[Corfam]

it isn't uncommon for a TA to list a final payment date earlier than DCL's drop-dead due date

Agreed. Costco does this too.

 

[cruisnfamily]

I actually prefer them asking for payment earlier. I feel like the cushion is a good idea

 

[oceanwave]

My TA (with a different agency) did the same thing to me, which I found aggravating. When I called her out on the date discrepancy, she gave me the same explanation - DCL is very unforgiving with the PIF date, so she always gives people a date several days, if not weeks, earlier than the actual PIF as a "buffer" in case of issues like you said (systems down, problem with credit card, etc.).

While I appreciated the thought behind what she did, I told her I don't need to be "protected" with false dates. Just tell me the drop-dead date, warn me it's a true drop-dead date and DCL will not cut me a break if something happens that causes me to miss it, and suggest that I pay well in advance to avoid problems. But don't give me a fake date like I'm a child, y'know?

You may find it aggravating, but many TA's do this to protect the client. A final payment date is fixed and cannot be extended no matter what the circumstances are. TA's add in extra time so if anything unexpected comes up the issue can be rectified and you don't miss the payment deadline. Many things can happen, family emergencies, credit card being declined, not enough money on credit card, systems being down etc. Also why should a TA be stressing at the last minute to make a payment because a client waits till the last day at 5pm to authorize payment, provide the credit card number etc. to make final payment. Paying the final payment ahead of time makes life easier and less stressful for everyone.

 

[CamColt]

Another thing to keep in mind is the time you make your payment. If you submit your payment authorization to a travel agent at 11:00 pm on the actual due date, chances are the payment team will not be working at that hour and will not get it processed with DCL until the next morning. By then the due date would have passed and the reservation, likely canceled. This is for the client's protection.

 

[tink1970]

My TA (with a different agency) did the same thing to me, which I found aggravating. When I called her out on the date discrepancy, she gave me the same explanation - DCL is very unforgiving with the PIF date, so she always gives people a date several days, if not weeks, earlier than the actual PIF as a "buffer" in case of issues like you said (systems down, problem with credit card, etc.).

While I appreciated the thought behind what she did, I told her I don't need to be "protected" with false dates. Just tell me the drop-dead date, warn me it's a true drop-dead date and DCL will not cut me a break if something happens that causes me to miss it, and suggest that I pay well in advance to avoid problems. But don't give me a fake date like I'm a child, y'know?

I think there is infantilizing and then there is being familiar with a system that doesn't always work properly/seamlessly/ideally. Most TAs want your business (as well as repeat and referred business) and that likelihood is decreased if there is some "glitch" on DCL's side that then results in an unhappy customer. I suspect one or more TAs have some sort of unpleasant experience with this.

I know I use the DU website and sometimes there's a day or two processing time between the time I put in my payment and it's received. I try to PIF early and/or use my DVA to cover things (so I'm the one calling and ensuring payments are made right then). No sense for me to wait until the last minute and hope DCL IT isn't acting up

 

[_auroraborealis_]

And given Disney IT, I would expect a good TA to know that Disney IT is a mess and having buffer for payments will be a good plan.

 

[squirk]

Also why should a TA be stressing at the last minute to make a payment because a client waits till the last day at 5pm to authorize payment, provide the credit card number etc. to make final payment.

Because it's the customer's money and they should feel free to part with it when they are ready, within the deadlines DCL sets out.

From a pure business perspective, I am not concerned with how stressed out a TA might be if I choose to pay on my PIF date. Processing my payment when I decide to make it is part of their job and part of what their commission is for. I realize that submitting payment at 5 p.m. on my PIF date is a really, really bad idea that should be avoided for a multitude of reasons, but "TA stress" is not something I am worried about.

On a personal level, I am fine with paying early because I know and like my TA, and if she said something like, "I have a ton of clients with the same PIF date as you. I am worried I am going to get jammed up that day, and don't want anyone to fall between the cracks. Could we possibly do the PIF a few days early so I can rest easy knowing that it's done?", I'd be happy to accommodate.

I think there is infantilizing and then there is being familiar with a system that doesn't always work properly/seamlessly/ideally. Most TAs want your business (as well as repeat and referred business) and that likelihood is decreased if there is some "glitch" on DCL's side that then results in an unhappy customer. I suspect one or more TAs have some sort of unpleasant experience with this.

To be clear, I agree that paying early is a very wise idea. To be equally clear, I appreciate a TA's efforts to steer me clear of serious road hazards like that. However, when I ask my TA "what is the final date for payment?", I would expect that they would tell me the real date, not a made-up one that they pass off as the real date. Explain all the caveats, advise me as to why it's better to do it a few days/weeks earlier, and tell me the horror stories, but don't make stuff up.

In my case, when I asked my TA what the final PIF date was, she simply told me "11/1" (she did not qualify that date as having a "safety cushion" or "buffer" built in). That did not sound right, so I checked the calendar math, and the true PIF date was 11/23 - three weeks later than what she told me. Again, her intentions were honorable, but I still found that really aggravating.

 

[oceanwave]

Because it's the customer's money and they should feel free to part with it when they are ready.

From a pure business perspective, I am not concerned with how stressed out a TA might be if I choose to pay on my PIF date. Processing my payment when I decide to make it is part of their job and part of what their commission is for. I realize that submitting payment at 5 p.m. on my PIF date is a really, really bad idea that should be avoided for a multitude of reasons, but "TA stress" is not something I am worried about.

On a personal level, I am fine with paying early because I know and like my TA, and if she said something like, "I am chaperoning my daughter's senior trip that day. Could we possibly do the PIF a few days early so I can rest easy knowing that it's done?", I'd be happy to accommodate.



To be clear, I agree that paying early is a very wise idea. To be equally clear, I appreciate a TA's efforts to steer me clear of serious road hazards like that. However, when I ask my TA "what the final date for payment?", I would expect that they would tell me the real date, not a made-up one that they pass off as the real date. Explain all the caveats, advise me as to why it's better to do it a few days/weeks earlier, and tell me the horror stories, but don't make stuff up.

In my case, when I asked my TA what the final PIF date was, she simply told me "11/1" (she did not qualify that date as having a "safety cushion" or "buffer" built in). That did not sound right, so I checked the calendar math, and the true PIF date was 11/23 - three weeks later than what she told me. Again, I found that really aggravating.

Wow, that is a really selfish perspective to have about Travel Agents. Yes it is their job to process payments but I don't think it's very nice or fair calling them at 4:59pm on final payment day, when their day ends at 5pm, to give them authorization to make payment. Then they have to call DCl or whoever and spend the next hour on the phone, to then have the Credit card declined etc etc. Their goes all their commitments and plans for the evening. They have lives outside of work too. Also you are not making a direct payment to DCL, you are making it through the travel agent, who then makes the payment to the cruise line, so they are free to set whatever final payment date they want. It doesn't matter what the actual due date is, what matters is what the travel agent/agency sets as their due date, that is the real date. Many companies that involve a middle man have these policies, it's not just in the travel industry. Lastly I do care about causing unnecessary to people. I believe you should treat people they way you would like to be treated. If a client had no respect for me, I definitely would not feel inclined to go above and beyond to help them out. To be honest if you were my client and had that attitude about me I would politely direct you to another agent or to book direct with the cruise line.

 

[squirk]

Wow, that is a really selfish perspective to have about Travel Agents. Yes it is their job to process payments but I don't think it's very nice or fair calling them at 4:59pm on final payment day, when their day ends at 5pm, to give them authorization to make payment. Then they have to call DCl or whoever and spend the next hour on the phone, to then have the Credit card declined etc etc. Their goes all their commitments and plans for the evening. They have lives outside of work too. Also you are not making a direct payment to DCL, you are making it through the travel agent, who then makes the payment to the cruise line, so they are free to set whatever final payment date they want. It doesn't matter what the actual due date is, what matters is what the travel agent/agency sets as their due date, that is the real date. Many companies that involve a middle man have these policies, it's not just in the travel industry. Lastly I do care about causing unnecessary to people. I believe you should treat people they way you would like to be treated. If a client had no respect for me, I definitely would not feel inclined to go above and beyond to help them out. To be honest if you were my client and had that attitude about me I would politely direct you to another agent or to book direct with the cruise line.

We can agree to disagree here. No, I am not some malicious jerk, sitting around watching the clock on my PIF date, waiting until 4:59:59 p.m. to hit the "dial" button to call my TA, just to ruin their evening. I agree that doing something like that "just because" would be pretty awful.

But there's a matter of mutual respect here. I have a life outside this DCL booking, too. Like everyone else on this board (and Donna Summer), I work hard for my money. I have a family and household finances to manage as well. If I decide that my PIF day (vs. the travel agency's "soft" date) is the best day for my family to part with several thousands of dollars, I don't feel guilty about that at all. And I think a quality TA, while it may pose an inconvenience to them, would nonetheless respect that.

 

[elvispursley]

Just playing devils advocate...if I were a travel agent and a client insisted on using the true PIF date and called me on their PIF date at 4:59, knowing the office closed at 5:00, I would tell the client that unfortunately, I would not be processing the payment. Clients should be aware of time-zone differences and TA office hours--if someone is going to be that irresponsible (and disrespectful) about making their final payments, then unfortunately they'll pay the consequences. I really appreciate the hard work travel agents put in and think the vast majority have a work ethic to go "above and beyond" (as well as a lot of those who work in service industries) and would stay late to process payments, but that's on them (you have to draw limits and respect your own time)...

 

[gotomu212]

I think there's a very big difference between saying "your official PIF date is May 12, but we request payment by May 10 to ensure payment is made properly and to avoid technical delays" and saying "your official PIF date is May 10 (even though it's really May 12)".

I have a problem when someone I do business with is not honest and transparent.

 

[lanejudy]

@squirk -- I think you are taking the situation quite personally. The TA's terms aren't personal to you as an individual, those terms have been set for the their business with the public in general. The TA doesn't say to herself "oh, I don't trust or respect mr. squirk so I'm going to make him pay early." The agency sets those policies, potentially after years of experience dealing with many different types of customers, unfortunately some who aren't quite as conscientious to deadlines and final payments. Those people are the reason for such terms. A TA's business is largely built on reputation, and one loud-mouth jerk who had a "good" reason for making his payment late can wreak havoc on a reputation.

You are welcome to take your business to another TA with different terms or book directly through DCL. I just suggest that you try not to look at business policies as personal attacks.

Enjoy your cruise!

 

[wilkeliza]

If the PIF date matching Disney's is so important then perhaps working with Disney directly is a better option. TAs are allowed to set whatever due date they want. Heck they could make you PIF 2 weeks after booking if they wanted and those were their agencies rules. When dealing with a TA you deal with the agencies rules on top of Disney's so you take it or leave it.

 

[rcchello]

Some of this probably depends on the size of the TA and their prior experiences. In a large office they may have people who work around the clock and all calls are transfered to an available agent who can handle a last minute payment. In a small office, an emergency ( sick child) can make it so a last minute request may be delayed.

If payment is a two step process, the back office who handles the actual payment may not work 24x7 and all payment are handled the next business day.

I would rather you be angry at me for telling you a day I can assure you payment will be completed on time 100% of the time, then angry because you decide to do it last minute and because of process your cruise gets cancelled.

 

[we"reofftoneverland]

I ran into a situation with another cruise line where the cancel date was before the PIF date. Why i assumed they would be the same, i don't know. Has anyone ever heard of this/is this standard. We had never cancelled a cruise before so we just were not on top of it. I WISH the TA we were working with had moved up the PiF date before the cancel date because I have a lot going on and obviously need a major cushion.

 

[Paticake]

As a TA that deals with all things Disney, I do not change dates but send reminders at least a month ahead of the PIF due date. Disney IT has had a lot of issues.

 

[AquaDame]

My TA (with a different agency) did the same thing to me, which I found aggravating. When I called her out on the date discrepancy, she gave me the same explanation - DCL is very unforgiving with the PIF date, so she always gives people a date several days, if not weeks, earlier than the actual PIF as a "buffer" in case of issues like you said (systems down, problem with credit card, etc.).

While I appreciated the thought behind what she did, I told her I don't need to be "protected" with false dates. Just tell me the drop-dead date, warn me it's a true drop-dead date and DCL will not cut me a break if something happens that causes me to miss it, and suggest that I pay well in advance to avoid problems. But don't give me a fake date like I'm a child, y'know?

You'd be surprised how many people are not as reasonable as you are. Even when you are explicit with people about due dates there is always going to be a few customers who have a story or try to get you to pull strings. Its MUCH BETTER to have a policy of underpromising and over delivering. You may irk a few people who care about having the money in their bank account an extra seven days, but you are saving yourself a lot of bad PR, heated arguments and stress by doing it this way. Luckily, if someone minds as you do, it is easy for them to adjust and have YOU tell them EXPLICITLY to take the risk. That way, if things go south, they have more authority to push back that it isn't their fault.

Because it's the customer's money and they should feel free to part with it when they are ready, within the deadlines DCL sets out.

Just curious, why is DCLs arbitrary PIF date so much better than a TAs? I noticed the discrepancy and thought they were pretty smart to build in the padding. 127 days or whatever doesn't mean anything more than 120 to me, especially if it saves them guff.