Ticketing Issue - Please Help!

[johnnyr]

I just spent 3 hours on hold with Disney about a ticketing issue and am really not convinced they solved my problem. We are AP holders and have been fore years. We also had four 1 day park tickets that were attached to MDE since last year. The 1 day tickets don't expire until May 2018. For some reason when we entered MK on January 1st, our 1 day park tickets were used when we touched our magic bands at the gate. We didn't know this happened until we got home and just tried to reassign the tickets to someone else who is traveling with us on a trip next week. The 1 day tickets are gone! Disney can only confirm the tickets were used on January 1st. We were there all week. Why this happened on our last day is beyond me. We were not given a choice of which ticket to use when entering the park and now our friend is without tickets. I have entered the parks at least 15 times since last year with those tickets attached to MDE but nothing like this ever happened. The cast member we spoke to after holding for 3 hours did not sound too enthusiastic and was more concerned about getting us off the phone. He verbally said it has been taken care of and said we have to go to guest services but my gut feeling is he didn't do anything. Has this happened to anyone? If so, were you able to get it resolved. This is putting a major damper on our friend's vacation and we feel just horrible about it.

 

[hiroMYhero]

I just spent 3 hours on hold with Disney about a ticketing issue and am really not convinced they solved my problem. We are AP holders and have been fore years. We also had four 1 day park tickets that were attached to MDE since last year. The 1 day tickets don't expire until May 2018. For some reason when we entered MK on January 1st, our 1 day park tickets were used when we touched our magic bands at the gate. We didn't know this happened until we got home and just tried to reassign the tickets to someone else who is traveling with us on a trip next week. The 1 day tickets are gone! Disney can only confirm the tickets were used on January 1st. We were there all week. Why this happened on our last day is beyond me. We were not given a choice of which ticket to use when entering the park and now our friend is without tickets. I have entered the parks at least 15 times since last year with those tickets attached to MDE but nothing like this ever happened. The cast member we spoke to after holding for 3 hours did not sound too enthusiastic and was more concerned about getting us off the phone. He verbally said it has been taken care of and said we have to go to guest services but my gut feeling is he didn't do anything. Has this happened to anyone? If so, were you able to get it resolved. This is putting a major damper on our friend's vacation and we feel just horrible about it.

The best thing to do is call again. Most DISers who have had an incorrect ticket entitlement used have called and had the entitlement added back onto their MDX account.

The MDX system was down for at least 3 hours on the 1st and it obviously affected your entitlements used at the entrance.

Call back and ask for a CM Manager if the CM doesn’t add on the ticket entitlement to your MDX account.

 

[Sleepy425]

This happened to us in September. They gave us comp tickets for the day my daughters didn't use on their tickets (the rest of us had AP), but they did that when we still had one more day to go to a park. I didn't realize until we got home and I went to reassign the comp tickets that something went wrong. It took a while on hold, but a ticketing cast member was able to see what had happened and issued us new comp tickets.

 

[johnnyr]

Thank you. We will try calling back but are just so frustrated. Last night I called and asked for a manager but they only put me on hold for about 30 minutes and the same person came back on saying there was nothing they could do. Today, we still have no resolve with a 2nd CM. The problem was clearly their mistake. I'll try one more time. Thanks again.

 

[Sleepy425]

You're making sure it is the ticketing department that you're speaking to, right? They were able to instantly emailed me new tickets - the same email you receive if you buy tickets, but it showed my cost as $0.00. I hope you can get a better answer from someone!

 

[johnnyr]

Yes. We specifically selected all the options for ticketing.

 

[sponica]

Yes. We specifically selected all the options for ticketing.

I almost wonder if you'd have better luck contacting IT services, because basically it was an IT glitch with MDE.

 

[IsThatYouTigger]

When this happened to me I was passed around for two hours and finally told I needed to email guest services. I explained in very specific detail what happened and received a phone call the next day. The phone call I received was from someone who could actually fix the situation. I would try this and see if it gets you to the right channel. I'm so sorry this happened to you. It's not fun. To this day I check my ticket usage at least once while on vacation in the parks because it was such a mess to fix.

 

[johnnyr]

Well after another 2 hours on the phone no one could help. I'm through talking to anyone over the phone. The only recommendation anyone can give me is to go in person to Guest Services. Unbelievable, but sad to say this seems to be the norm for Disney in recent years. I'll send off an email to Guest Relations but it may be too late as our trip is next week. It usually takes them some time to call you back.

 

[rdominy]

Just wondering if someone can let me know if this can be avoided for us in the future...

If we have tickets currently in our account but have a package booked and want to use the new tickets can we transfer the old ones to temporary “people” in or Account to make sure they aren’t attached to our magic band when we swipe?

 

[hiroMYhero]

Just wondering if someone can let me know if this can be avoided for us in the future...

If we have tickets currently in our account but have a package booked and want to use the new tickets can we transfer the old ones to temporary “people” in or Account to make sure they aren’t attached to our magic band when we swipe?

Yes, it can be avoided.

To safely protect your own extra tickets, create a fake/phantom person in your MDX account. Assign all extra tickets to Phantom and only move them back to real people when you actually need them for a trip (Booking FPs for that future trip).

 

[Gentry2004]

Just wondering if someone can let me know if this can be avoided for us in the future...

If we have tickets currently in our account but have a package booked and want to use the new tickets can we transfer the old ones to temporary “people” in or Account to make sure they aren’t attached to our magic band when we swipe?

I’m pretty sure you can reassign tickets that have not been used by anyone to a dummy profile.

 

[DWillowBay]

When I have several tickets on my account, I stop by the Guest Relations outside the park and double check that the tickets I want to be used, are being used. They have always been great about doing whatever techno-magic they do for that...and we've never had a problem. That's another way to avoid confusion in the future, I hope.

 

[johnnyr]

They need to give you a choice of which ticket you want to use if you have multiple tickets linked to your MDE account.

 

[anomamatt]

Yes, it can be avoided.

To safely protect your own extra tickets, create a fake/phantom person in your MDX account. Assign all extra tickets to Phantom and only move them back to real people when you actually need them for a trip (Booking FPs for that future trip).

This is what I do.

However.... I have a LOT of extra tickets, so I have a lot of phantoms (around 24). Last week a guest relations CM looked at my MDE and had a conniption, telling me it's "not allowed". She wanted to merge the profiles but I refused and left. So while it prevents the problem the OP had (and is exactly why I do it), it can complicate things when dealing with GR CMs (etc).

 

[Robo]

-I have a LOT of extra tickets, so I have a lot of phantoms (around 24). Last week a guest relations CM looked at my MDE and had a conniption, telling me it's "not allowed". She wanted to merge the profiles but I refused and left. So while it prevents the problem the OP had (and is exactly why I do it), it can complicate things when dealing with GR CMs (etc).

That can be true if the CM doesn't know how things work.
(Which can happen with absolutely anything at WDW, anyway.)

The problems lie in the far too complex (and not well thought out) MDX system.

 

[hiroMYhero]

This is what I do.

However.... I have a LOT of extra tickets, so I have a lot of phantoms (around 24). Last week a guest relations CM looked at my MDE and had a conniption, telling me it's "not allowed". She wanted to merge the profiles but I refused and left. So while it prevents the problem the OP had (and is exactly why I do it), it can complicate things when dealing with GR CMs (etc).

I don’t think too many guests have 24 phantoms.

One of my phantoms is named Flight O Passage and another is RedMB. I don’t think GR could even consider moving those MDX Profiles to any real people.

 

[anomamatt]

I don’t think too many guests have 24 phantoms.

One of my phantoms is named Flight O Passage and another is RedMB. I don’t think GR could even consider moving those MDX Profiles to any real people.

The problem was that they were (not anymore!) similarly named. The backstory on why I went to GR: My 3 YO daughter tapped her MB several times at the FP touchpoint to meet Mickey and used a bunch of anytimes we got (because she tripped on a very unsafe Poly sidewalk and ended up needing stitches -- the duty manager gave us a bunch of anytimes and took her shopping, lol -- and they did fix the issue with the sidewalk the next day). So I went to GR to ask if they could "restore" them. And when she opened my MDE... good gravy was she mad. Haha. So I pleaded with her not to merge anything and we hightailed it out of there. She did eventually give us the anytimes back. But yeah, I have changed the names so they should be unmergable. I hope!

 

[johnnyr]

Good grief! Finally got this resolved! This is a major flaw in their system. It took a total of 6 phone calls before someone could help. The CM who fixed the problem surely had the Disney attitude of years past and it was refreshing to speak to her after dealing with the previous 5. Including all 6 phone calls, it was probably close to 10 hours worth of air time on the phone! What happened to their customer support? When I asked how I could prevent this from happening again, I was told to reassign the tickets to someone else. My family travels together and enters the parks together. That's not an option and the same problem would occur. Creating a dummy account seems to be the only viable solution but they are trying to crack down on that too. I'm just glad our friend has the tickets now! Whew!!!

 

[hiroMYhero]

Good grief! Finally got this resolved! This is a major flaw in their system. It took a total of 6 phone calls before someone could help. The CM who fixed the problem surely had the Disney attitude of years past and it was refreshing to speak to her after dealing with the previous 5. Including all 6 phone calls, it was probably close to 10 hours worth of air time on the phone! What happened to their customer support? When I asked how I could prevent this from happening again, I was told to reassign the tickets to someone else. My family travels together and enters the parks together. That's not an option and the same problem would occur. Creating a dummy account seems to be the only viable solution but they are trying to crack down on that too. I'm just glad our friend has the tickets now! Whew!!!

Yay! Thanks for reporting in - I’m glad everything worked out for you after such a hassle!