Tickets from Undercover Tourist lost in mail

[dres40]

Used Undercover Tourist to order our tickets for Nov. and seems they are lost in the mail since June 24th.

USPS tracking says the package was last tracked to our local sorting facility but no info after that.

I have gone to our local post office and called the sorting facility but no one can seem to find it.

UT has been really nice and I don’t blame them but this is really frustrating.
I just hope the tickets are not stolen and have been used.

UT is emailing us a copy of the tickets so we can get new ones issued once we get to Disney but I was so looking forward to just walking right into Epcot on our first day hassle free!

I’m thinking next time I will get the tickets at our local AAA office so I don’t have to worry about this again.

Has this happend to anyone else?

 

[dres40]

I called Disney Ticket Services today and gave them the # on one of the tickets and they said it had not been used...so that’s good.

But the Customer Services agent said that Undercover tourist in not an official ticket broker for Disney tickets. That's strange....I thought they were??

 

[ancestry]

UT is an authorized ticket seller of Disney Park tickets. Perhaps the customer service agents were confused.

 

[vicki_c]

UT is an authorized ticket seller of Disney Park tickets. Perhaps the customer service agents were confused.

CM confusion. Stargazertechie was told the same I believe when she had her in-person ticket fiasco -- but it is totally untrue, Undercover Tourist is an authorized Disney ticket seller.

 

[goofy4tink]

Hmmmm, I had always assumed that if my UT park passes got lost in the mail, UT would void those passes and send me new ones. What happens if you get to WDW and someone 'found' those passes and already used them?? Just curiuous.
OH, and yes, I've used UT many times, with no problems.

 

[Rocco]

Yeah I would not be satisfied with a copy of the tickets. They are UT responsibility until they are delivered to you. If their best solution was to send a copy of the tickets then I would talk to my CC company for a chargeback. I doubt that UT accepts photocopies of cash as payment.

 

[chartle]

I called Disney Ticket Services today and gave them the # on one of the tickets and they said it had not been used...so that’s good.

But the Customer Services agent said that Undercover tourist in not an official ticket broker for Disney tickets. That's strange....I thought they were??

I would expect that answer from a CM at one the general call centers but not a CM in ticketing.

I would think UT is one of their bigger customers. Maybe the sale of these tickets to UT comes from another office.

 

[dres40]

Hmmmm, I had always assumed that if my UT park passes got lost in the mail, UT would void those passes and send me new ones. What happens if you get to WDW and someone 'found' those passes and already used them?? Just curiuous.
OH, and yes, I've used UT many times, with no problems.

That's what I thought too, but that is not the case.

UT Emailed me a copy of the back of the tickets and when we get to Disney we will have to get them reissued at one of the parks.

I asked UT what if the tickets have already been used but they said that has never happened.

UT did offter to issue us a refund on our credit card and then recharge us once we get to Disney and get the tickets reissued, but I don't really see the point.

 

[stargazertechie]

I would expect that answer from a CM at one the general call centers but not a CM in ticketing.

I would think UT is one of their bigger customers. Maybe the sale of these tickets to UT comes from another office.

I got the same spiel from a guest relations manager at the TTC during Ticket Fiasco 2011.

OP- as someone who went to hell and back with tickets on my last trip, let me just say that UT has THE BEST CUSTOMER SERVICE OF ANY BUSINESS I'VE EVER DEALT WITH, and THEY WILL NOT LEAVE YOU STRANDED ON YOUR VACATION WITHOUT TICKETS, even if the problem isn't their fault

 

[Cheshire Figment]

The reason UCT will not replace the tickets is they purchase large blocks of tickets from Disney. If they were to replace your tickets with new ones, they would be out their cost of the set of lost tickets. If they give you the serial numbers and you get the tickets reissued at a WDW ticket window all it costs is a few extra minutes for you.

If, when you get to the windows, it turns out that the tickets have been used, at this point UCT will work with you for reissue.

 

[StitchandPooh'sMom]

OP- as someone who went to hell and back with tickets on my last trip, let me just say that UT has THE BEST CUSTOMER SERVICE OF ANY BUSINESS I'VE EVER DEALT WITH, and THEY WILL NOT LEAVE YOU STRANDED ON YOUR VACATION WITHOUT TICKETS, even if the problem isn't their fault

If, when you get to the windows, it turns out that the tickets have been used, at this point UCT will work with you for reissue.

While we have ordered from UCT several times and not had any issues, we have seen on the DIS how great UCT is at resolving problems. I'm sure it is hard not to worry, OP, but UCT will not let you down. Even if someone received your tickets and used them, UCT will make sure you get the tickets you paid for.

 

[dres40]

Thank you all for the replies...I do feel better knowing UT will get us in the parks no matter what. I just hate not having my tickets in hand as I head out on vacation.

We don't leave until Nov., so who knows ....maybe the post office will find them.

Thanks again to all of you who made me feel better!

 

[ellone]

Used Undercover Tourist to order our tickets for Nov. and seems they are lost in the mail since June 24th.

USPS tracking says the package was last tracked to our local sorting facility but no info after that.

I have gone to our local post office and called the sorting facility but no one can seem to find it.

UT has been really nice and I don’t blame them but this is really frustrating.
I just hope the tickets are not stolen and have been used.

Most likely the tickets were shredded by the machinery at the sorting facility. There have been a few times where a package I was expecting was last seen at a sorting facility and then 3 weeks later a ripped empty box arrives. Don't know why the PO bothers to delivery an obviously empty box.

 

[dres40]

Most likely the tickets were shredded by the machinery at the sorting facility. There have been a few times where a package I was expecting was last seen at a sorting facility and then 3 weeks later a ripped empty box arrives. Don't know why the PO bothers to delivery an obviously empty box.

That's what I'm thinking too.

I had no luck at our post office so my husband has been calling the sorting facility and getting the run around. He left a voice mail message for the person who is in charge of lost mail there and he's hoping to get a call back!!!

 

[dis-happy]

Hmmmm, I had always assumed that if my UT park passes got lost in the mail, UT would void those passes and send me new ones. What happens if you get to WDW and someone 'found' those passes and already used them?? Just curiuous.
OH, and yes, I've used UT many times, with no problems.

I would have expected the same thing too. Why can't the UT people take in the serial numbers and have them reissued for their backstock?

I split my tickets 50-50 with AAA and UT, mainly to get the AAA parking pass or when time is short. Wouldn't be happy if my tickets were missing for a month and no one was replacing them. I guess the only reason for the OP to stay with the transaction at this point is if the tickets were purchased prior to the last price increase.

 

[Jestocost]

Hmmmm, I had always assumed that if my UT park passes got lost in the mail, UT would void those passes and send me new ones. What happens if you get to WDW and someone 'found' those passes and already used them?? Just curiuous.
OH, and yes, I've used UT many times, with no problems.

UT's FAQ is pretty clear on the issue:

What happens if my tickets are lost in the mail?

Please contact us. When you purchase tickets from our website, we will do everything we can to ensure safe delivery of your tickets. We have several security procedures in place. In the highly unlikely event that your Disney tickets are misplaced/lost/stolen during shipment/transit, your tickets can be cancelled & new ones reissued at the parks.

 

[dres40]

I would have expected the same thing too. Why can't the UT people take in the serial numbers and have them reissued for their backstock?

I split my tickets 50-50 with AAA and UT, mainly to get the AAA parking pass or when time is short. Wouldn't be happy if my tickets were missing for a month and no one was replacing them. I guess the only reason for the OP to stay with the transaction at this point is if the tickets were purchased prior to the last price increase.

Correct, we purchased right before the price increase.

 

[brucec32]

I've used them twice with no problems. However, it is surprising that they would choose to use USPS reg 1st class mail for items that can be quite expensive. I doubt most people would object to spending $5 or whatever for a UPS or Fedex package. 1st class mail gets lost from time to time, and generally my experience is it's reliable but less so than the other alternatives.

I recently purchased something worth thousands (much like these tickets can cost for a large group) which was untraceable if stolen and paid $17 for registered mail delivery, only to arrive home to find that the carrier had just shoved it in my mailbox out at the street.

Cancel them and repurchase, no matter if it costs a little more. I'd also insist on non USPS delivery in the future. If they don't offer that, I'd pass.

 

[UnderCoverTourist]

Please try not to worry. If you buy tickets from us, we will ensure you get into the parks.

The reissue process is simple and quick.

It is rare that tickets become misplaced/forgotten or missing, whether by the delivery service or even after successful delivery to the customer. Clearly delivery was the issue in this case.

When they do, the security procedures in place between Disney & ourselves work. We send out hundreds of thousands of tickets each year. The tiny % that get misplaced or lost do get reissued successfully with a minimum of fuss.

We are here to help, you will get into the parks.

Thank you

UndercoverTourist

 

[goofy4tink]

UT's FAQ is pretty clear on the issue:

Ooops. Shows you how well I read. Sorry, and thanks for posting the correct info!!