Ticket upgrade frustration

[idahosoxfan]

We just wrapped up another whirlwind 5 day trip to DL/CA. We had planned to update our 5-day park hoppers to Enchant Magic Keys at the conclusion of our last day today as we can work around the blackout dates. I used the app to select the upgrade option. It begins to process, my credit card company notifies me of the purchase, and then the application displays an error and says to call for assistance. The pending charge is immediately reversed on the card. Nobody who answered was able to assist. The first two cast members disconnected me when transferring me to another department and the third cast member worked valiantly for over an hour to try and assist but was unable to figure out what is causing the issue. We tried multiple credit cards, apple pay, etc. to no avail. Due to timing, we had to leave for the airport and are unable to physically go to guest services at the park for assistance which the online cast member says is the only option. It's a shame that Disney management/IT can't empower their customer service representatives with the tools to assist customers. I can't fault the cast member. She did everything she could and was extremely helpful and apologetic. I guess we will be making a couple less trips to DL over the next year...

 

[87disney]

Ugh, sorry to hear that Disney phone and online support are still totally helpless in rectifying the simplest annual pass purchase or upgrade issues . We went through the same headaches with them when upgrading the first week of magic keys in august . we were told their was nothing they can do . We had an issue with one pass allowing the upgrade option, then dropping it. Also for wrong expiration date on the others. we finally got our issue resolved when going to the main gate ticket office on the next visit, 4 months later. They kept telling us to just go the gate , like all magic key holders are just local . Unfortunately we are out of state. What a mess. I mean , it’s just simple data changes in the system . Why only the in park employees have this power is beyond me.