Trip in 5 Days ... DH FP+ gone

[BOST99]

Sorry a bit of a long rant... I have had it with Disney IT. My DH has a mystery account that our reservation, dining, tickets and FP were assigned too. I called to fix it but only do this if it will not impact his FP. Assured it would not, if they didn't fix it now he would have trouble at the park. Everything seemed fine until about 9:30 this morning.

Disney Tech Support confirmed they are gone. In fact they said that I never booked them - no history in the system of DH having FPs. They then immediately said that Soarin was cancelled by my DH. Couldn't answer how he deleted a FP that their system also shows he never had. I know for a fact that they were not deleted as I have a screen shot dated from 8am this morning showing all of his FP. That does not matter as their back-up database shows he never had them so they cannot put them back.

Just so frustrated that we lost all the major ones...SDD, FOP, Soarin, etc, after specifically telling them not to do anything that would impact this.

Calling back to see if they accidentally assigned them to my son (DS2) since they did accidentally assign his magic band too earlier. If not I'm at a loss and not sure what to do.

Any advice? Can I child swap on any of these with my FP?

 

[Delirium]

If you have any sort of printed copies to support what you had booked, I would try and take it to customer service once you get to Disney. In the past, we've had more 'magical' experiences face to face with customer service than we have had over the phone. No guarantees, obviously, but you could have more luck.

 

[Cinderella94]

I agree, I would take it to Guest Services when you get down there. I'm sorry, what a pain.

 

[Jadyreen1282]

Not helpful right now but I renew my SnagIt license every year. If you are on Windows 10 use can use the snipping tool in Windows Accessories to screenshot easily too. If smartphone use that screenshot function.

Never trust this to their IT. Sorry to say.

 

[Wild4Walt]

I'd also check your son and your accounts. If he had a mystery account as you say, does he have a secondary account and that's why you wanted the information moved? If he did, it could on the other account too.

As others have said, if none of these things fix the issue then I would visit guest services with any screen shots of papers you may have.

 

[BOST99]

Thanks for the suggestions. Thankfully I called back and asked them to look under my DHs other account (which shouldn't they have done that on the first call??) and they found the fastpasses there! Seems when they merged the accounts the 1st and 2nd time I called to request it, they didn't merge them fully.

It turns out he created an account for ESPN Fantasy Football 3+ years ago with a different email and that caused the issues with multiple accounts. It took 2 hours but everything looks okay now.


For what its worth, the first person I did speak with said screenshots won't help since they go based on what is in their system. I'm going to bring it just in case.

What a stressful morning!

 

[Delirium]

For what its worth, the first person I did speak with said screenshots won't help since they go based on what is in their system. I'm going to bring it just in case.

What a stressful morning!

That's very easy for the person on the phone to say that. But, I firmly believe that having a screen shot to put in front of customer service WILL do some good, especially if you have a believable story to back it up.

Saying 'Here's what I had at Day 60, and here's what i have now' and putting it in front of someone that can visually see the discrepancy, and I find it highly unlikely that a company that prides themselves on customer service would give you a hard time.

Now, walking in there with NOTHING is a different story. I'm sure they have heard that story more times than we can imagine from people that simply did not get what they wanted.

 

[Kevlar10]

I also print out the page on the MDE website. My FPs also disappeared. I called and was told that the system is having ALOT of glitches and to bring the printed copy if I’m worried and the CMs will honor that, even if it’s gone from my magic band.