Terrible Fastpass IT Fail/ Good service recovery by Disney

[miTnosnhoJ]

Today was my 60 day fast pass window for a trip in December. I woke up ready to make fast passes. At 7AM, I started to make passes. At that time FOP was unavailable until the 6th day of our trip. I set out to get FP for that day, only to find that our guests went through fine, but we were declined for having no tickets. But we had the Platinum Plus Annual Pass linked, so we should have been able to make reservations.

I tried everything. I tried restarting the browser. I tried re-linking the APs. (I couldn’t. It said they were already linked.) I finally just made all the FPs for our guests, and decided to call Disney. There was a 45 minute wait, so after five minutes I hung up.

Finally, I thought to use the Chat function on the Help Page of MDE. This worked! The person (Kay) who was helping me at first suggested some simple things to try, but I assured her it was a real problem. She sent me a form so I could send her info about our reservation so she could help further. She was able to see our APs and said they should work. She verified that they did not, and said she would file an incident with IT. Then she personally added some kind of proxy ticket media to our account so that the FP system would work. Then she found us a FOP FP for an hour later than our guests. At my request, she then moved our guests to that same time slot so we could ride together. Then she went through all the FPs I had added for our guests, and added us to them. I will still have to go back and do some cleanup, but we got 90% of what we needed.

I was very grateful for Kay’s help and grateful that the Chat function worked to solve this problem.
Kudos to Disney for that!

 

[gatordoc]

Glad to hear you had a good outcome. I had a nearly identical experience this morning - APs were not recognized and the system said we had no tickets. Ended up calling rather than using chat, and the person on the phone was able to make all our FPs for us, but also had to escalate for investigation. Seems this may be a real issue for the updated MDE.

 

[miTnosnhoJ]

Glad to hear you had a good outcome. I had a nearly identical experience this morning - APs were not recognized and the system said we had no tickets. Ended up calling rather than using chat, and the person on the phone was able to make all our FPs for us, but also had to escalate for investigation. Seems this may be a real issue for the updated MDE.

I had to call back last night to make some changes. I selected the “Annual Pass holder” option from the VRU menu. The CM I spoke with was very helpful and made all the changes I needed. She confirmed that this was a known problem with APs and said a fix was coming. But I will not be able to modify my FPs without calling in. I hope they fix this soon.

 

[Christine & family]

Same experience for us. I was told by the IT help desk that it is a known problem for annual passes purchased through DVC. Unfortunately I wasn’t able to get all FPs I had hoped by time I got through but the person that helped me was wonderful and patiently booked all 7 days for me. Wish I had read this thread before getting frustrated at computer!

 

[Eve & Wall-e]

Great news that you were able to get your fast passes despite your online problems. The chat function works!

 

[ABE4DISNEY]

I had the same issue last Saturday when I went to make fast passes. I didn't see the chat function so called the help line directly. As I was on hold, MDE magically started working for me after several log ins/outs. I started at 7:17 making my fast passes and thankfully was still able to get at least a set of FP's for each major ride. They really need to fix this.

 

[bwang123]

I called into Disney today and there was a 30min wait so i called the passholder VIP line and got through with no wait.