Ticket Upgrade to AP Via App - Didn't Apply Ticket Cost

[Jodster23]

Need some help or advice on this - was in the parks this past Monday and Tuesday, and used the app to "upgrade tickets" to an AP on Tuesday night - our last day in the parks. When I got the confirmation, I noticed I was charged the full cost of the AP's, and no credit was given for our existing tickets. I read the fine print and I'm pretty sure I followed instructions, I definitely did the upgrade on our last day in the parks - although I did do the upgrade while in our room at the Disneyland Hotel.

I called AP customer service as told "the app is self-service, so it's your fault" basically, too bad, we can't help and I should have visited a ticket booth.

Am I totally screwed here? Anyone ever something like this resolved?

 

[figment_jii]

Where did you buy the original ticket? Do you have a copy of the ticket number? The number might help customer service figure out what the value of the ticket was for the upgrade. I would try calling ticketing ((714) 781-4636 ) and see if they can help you figure what happened.

 

[twodogs]

I saw the same thing this weekend when we tried to upgrade our tickets through the “upgrade your tickets” button on the app. It was not applying the price that we had paid for the tickets, even though they were in the app and we had not even used our last day yet. Luckily I noticed that the price was the full price and did not upgrade via the app (Last time we were there in June and almost upgraded, I know it was applying the ticket cost to the AP in the app, but we didn’t upgrade that trip; I think at that time, I had to click the actual ticket and then it showed the upgrade link; when I tried that this time, it just said “your ticket may be eligible for an upgrade, see the ticket booth”). We had to visit the ticket booth and do the upgrade, which chewed up 40+ minutes on our last park day, but that is what we did.

I would call back and see if another CM can help you fix it. I can’t imagine that they wouldn’t give you credit for the ticket, which they should be able to clearly see in their system (as well as when you upgraded in the app). I thought it was pretty deceptive myself when I clicked on that “upgrade” button in the app and it did not apply my ticket price to the AP, so I think you have a valid argument there.

 

[DizMe]

I would call back and see if another CM can help you fix it. I can’t imagine that they wouldn’t give you credit for the ticket, which they should be able to clearly see in their system (as well as when you upgraded in the app). I thought it was pretty deceptive myself when I clicked on that “upgrade” button in the app and it did not apply my ticket price to the AP, so I think you have a valid argument there.

I totally agree with this! I'd keep calling until I got someone who could help me. If the CM you speak with doesn't seem to know or tells you no, ask for a supervisor. Good luck!

ETA: Just saw the part about you having done it later at the hotel. Since you were no longer in the parks, I'm wondering if that's why it didn't go through?

 

[twodogs]

I totally agree with this! I'd keep calling until I got someone who could help me. If the CM you speak with doesn't seem to know or tells you no, ask for a supervisor. Good luck!

ETA: Just saw the part about you having done it later at the hotel. Since you were no longer in the parks, I'm wondering if that's why it didn't go through?

My understanding is that it should not matter if you are physically in the parks, in the hotel or home in Cleveland by the time you do the upgrade, as long as it is done on the last day of a valid ticket before the end of the day. I checked my app while in the parks, and it still was not applying the ticket value to the AP upgrade.

 

[Jodster23]

Thank you all for your replies, I really appreciate you!

To answer the question on where tickets were purchased, they were part of a vacation package (with Disneyland Hotel) via Costco.

I finally heard back from Customer Service via email and they said, "Once theme park tickets have been scanned and completely used the admission ticket is considered expired and cannot be modified into an Annual Passport."

However, their own website (https://disneyland.disney.go.com/guest-services/ticket-upgrades/) says this: "Multi-day tickets – upgrade on or before the last valid day of your ticket."

I did upgrade ON the last day of my valid ticket, and I have an email to prove it. I just emailed Customer Service stating the same, and referencing their own policy.

Seems like this might be a lost cause which is totally frustrating, considering I followed THEIR policy and THEIR link on THEIR app. Honestly, it's leaving a totally sour taste in my mouth regarding all-things Disney which makes me so sad. I have a three year old and five year old and this was the beginning of a life-long Disney relationship for our family.

Anyway, if others have had this problem, feel free to chime in! And thanks again!

 

[tink89]

I would keep calling and also send out an email to customer service explaining everything. We upgraded on our last day too but at the ticket booth. I was going to upgrade on the phone but it would just not load. When i asked at the hotel they said its better to do it at the booth because their app wasn't working well for the upgrades. Since we had 4 people to upgrade we just went to the booth.

When you upgrade on the app does it give you a total before you pay. Was it showing you ticket as a deposit? did you have to pay a deposit? or did you pay in full? What about the email does it show a total.

 

[JonIND]

I noticed the same thing last night- I wasn't intending to upgrade to an AP, but the app kept popping up invitations to upgrade so I took a look just for the heck of it. I went all the way to the final screen, and it was not applying the existing ticket value towards the cost. Tickets were bought from UT in my case.

The final screen was pretty clear on the amount to be charged, but the pop-ups and featured items in the app definitely talked about upgrading and applying the existing ticket value, so I agree it's pretty misleading/confusing.

 

[figment_jii]

A random thought...what time was it when you did the upgrade? Did you go into both Disneyland and DCA or just one park? DL closed at 10:00 pm and DCA closed at 6:00 pm on Tue, but as long as you did the upgrade before the park closed I would think you're still within the operating day and should have still had a valid ticket.

Overall, it sounds like there are issues with upgrading in the app. Given the amount of money that is likely involved, I would try calling ticketing and speaking with a guest service CM. Have all of your information ready (e.g., how much did you pay for the ticket, how much you paid for the AP "upgrade", what date and time you upgraded, the link to the upgrade wording on the Disneyland website, etc.).

 

[twodogs]

Here is the exact language from the DL site. It seems that the upgrade must be done before midnight on the final day of the ticket. So unless you did the upgrade after midnight, then they owe you the value of your ticket, IMO.

Where and When to Upgrade Your Ticket
Disneyland Resort theme park tickets may be upgraded by following these simple steps via the Disneyland app or by visiting any Main Entrance ticket booth:

• One-day tickets – link your ticket to your account and upgrade by midnight on the day of your visit to the Disneyland Resort.
• Multi-day tickets – upgrade on or before the last valid day of your ticket.

At the ticket booth, you’ll need to provide:

• Your valid theme park ticket
• Your valid government-issued photo ID
• Proof of eligible residency if upgrading to a Disney Southern California Select Passport
• Payment for the difference in price between the theme park ticket and the Passport

Important Information:

• A used ticket may not be upgraded after the stated date and time, but the value of a wholly, unused ticket may be applied towards the purchase of a passport at any time.
• A ticket may only be upgraded to a passport that is equal or greater in value than the ticket.
• A ticket may only be upgraded to a single passport.
• Passports do not guarantee theme park admission, especially during high attendance periods. Subject to capacity constraints. Admission excludes activities/events separately priced. Passport types are limited in quantity, and not all Passport types may be available at any given time. Visit Disneyland.com/AP for Annual Passport Terms and Conditions and other applicable restrictions.

Limitations and Conditions for Ticket Upgrades

• Only the amount paid for the Disneyland Resort ticket may be used toward the upgrade to an Annual Passport at the current price.
• Only one (1) theme park ticket may be applied toward the upgrade to the Annual Passport; tickets may not be combined for an upgrade.
• The Guest purchasing the upgrade must be the Guest who used the ticket for Theme Park admission.
• Special event tickets may not be used for upgrades to an Annual Passport.
• The Passport will be backdated to begin on the first day that the theme park ticket was used.
• Unless otherwise stated, the amount paid for a wholly unused, expired Disneyland Resort theme park ticket may be applied toward the upgrade to an Annual Passport.

 

[figment_jii]

It sounds like a one-day ticket should be eligible for an upgrade through midnight, but the multi-day ticket doesn't have that specific time associated with it. Like anything, different parts of the website have different wording. I also found:

A Guest wishing to upgrade to a Passport from another form of eligible Theme Park admission media must upgrade on the same day in which the original form of Theme Park admission media is valid....Fully used ticket media, complimentary ticket media (except for certain promotional tickets), special event ticket media and ticket media stating its ineligibility for an upgrade may not be upgraded to a Passport.

So it seems like you should be able to upgrade to an AP at any point during the day as long as the ticket is still valid for entry into the park(s). Once the ticket can no longer be used to get into a park, then perhaps it's considered "full used" even if the day isn't over. I also think the app has some quirks to it, so it could be an app-versus-ticket booth type of issue.

 

[MikeRx]

I hope they sort this out as the convenience of web upgrades is costing far more in dollars and frustration than the time it may save avoiding the ticket booth...
Looks like we will be using the ticket booth to re-start or APs in January, we also get a $20 DVC discount. ..We plan to get a 3 day hopper to get a Saturday MM at DL as we are likely off property, enter and upgrade so we get our discounts right away.

 

[theluckyrabbit]

This thread is a good lesson/warning for anyone needing to do more than a straightforward AP purchase/renewal/upgrade. If there is anything at all complicated involved (e.g. ticket upgrade, discount, gift cards, etc.), head for the ticket booths. Dealing with a CM and being able to ask for a lead at the time you need it to clear up any issues can be well worth any wait. We always use the booths for just this reason.

 

[Jodster23]

Wanted to update the thread in case anyone experiences the same issue!

After two phone calls and two emails, a manager called me in mid-November to say that she had approval to either refund my APs OR, if I could take the physical tickets I purchased to a Disneyland ticket counter before November 30th, they would apply the cost of the tickets to my APs. I live in Nor Cal and wasn't going to make it to Anaheim prior to November 30th so I opted for the refund - and I'm so happy that this wonderful group suggested I keep trying because it worked!



I'll be at Disneyland again in February where I will go to the ticket booth to upgrade my park tickets. Lesson learned. (Although, in fairness, if the app has an "upgrade now" feature, it should do just that without all the extra calls/emails/time on my part... but it's all good!)

 

[starry_solo]

Wanted to update the thread in case anyone experiences the same issue!

After two phone calls and two emails, a manager called me in mid-November to say that she had approval to either refund my APs OR, if I could take the physical tickets I purchased to a Disneyland ticket counter before November 30th, they would apply the cost of the tickets to my APs. I live in Nor Cal and wasn't going to make it to Anaheim prior to November 30th so I opted for the refund - and I'm so happy that this wonderful group suggested I keep trying because it worked!



I'll be at Disneyland again in February where I will go to the ticket booth to upgrade my park tickets. Lesson learned. (Although, in fairness, if the app has an "upgrade now" feature, it should do just that without all the extra calls/emails/time on my part... but it's all good!)

Wait, which park tickets are you going to upgrade? New ones?

 

[Jodster23]

Wait, which park tickets are you going to upgrade? New ones?

Yes, I'm starting all over - I purchased new 5-day Park Hopper with Max Pass tickets for February, then I'll upgrade AT A TICKET BOOTH once we get there.

 

[RobertaMomof2]

Yes, I'm starting all over - I purchased new 5-day Park Hopper with Max Pass tickets for February, then I'll upgrade AT A TICKET BOOTH once we get there.

So you will wait until the 5th day of the Hoppers to upgrade at the booth? I have 4 day tickets we are using during the Christmas blackout dates and I planned to upgrade them (at the both) on the last day as we were leaving the parks for the full value of the 4 day tickets. That is still ok to do right? We did this Oh 3 or 4 years ago and it worked great, but that working up above makes me thing they dont allow that anymore.

Thanks, just nervous.

 

[starry_solo]

So you will wait until the 5th day of the Hoppers to upgrade at the booth? I have 4 day tickets we are using during the Christmas blackout dates and I planned to upgrade them (at the both) on the last day as we were leaving the parks for the full value of the 4 day tickets. That is still ok to do right? We did this Oh 3 or 4 years ago and it worked great, but that working up above makes me thing they dont allow that anymore.

Thanks, just nervous.

It will still work but you need to make sure to do it at the ticket booth; apparently, the app is having issues applying any value of the current tickets.

 

[O'12ears]

You may not want to wait until the last day if there are any discounts with the AP that you can take advantage of.

 

[theluckyrabbit]

Just be sure to use your MM before upgrading since APs don't have that perk and you might lose it when you upgrade your tickets. Some CMs can give you a MM pass/voucher, but that's all up to pixie dust.