Undercover Tourist- Situation Cleared UP! Thumbs UP!!

[Kim&Chris]

When we initially purchased our tickets, we bought four SEVEN DAY one-park-per-day tickets from Undercover Tourist using a link provided by Mousesavers. We recently decided that we wanted park hoppers instead, so I went back to Undercover Tourist's website and they say, in black and white, that any changes can be done at guest services at the parks. I then called Undercover Tourist directly to confirm this, and they did confirm what their website states, adding that Disney would charge the difference between basic tickets to park hoppers to my credit card. Great news, right?

This evening, my sister took her family's tickets to guest services, and were refused the opportunity to make a change. They say that the tickets purchased are European tickets, and are not eligible for any changes. My sister called me for help, so I got on the phone with guest services. They again advised that the tickets sold by UC are European tickets and are not eligible for any changes. My sister then had to buy entirely new tickets.

I have been trying to reach someone at UC's offices, but they conveniently close at 4pm, and there is no other way to reach them.

12/7/07 - Just editing to update this thread. Ian from UCT contacted me while I was in Disney and all has been straightened out. The bottom line is that several Disney CM's were terribly misinformed, and each one told my sister that UCT was not a valid ticket vendor. Very unfortunate to say the least. Almost ruined an entire family's vacation. Hopefully Ian can work to straighten this out! Thanks to all who helped save the day

 

[evenpar4me]

Wow! Thanks! I had decided to buy from them after looking at their prices,but now.....Nada!

 

[TAKitty]

Very interesting. I bought tickets from them that I don't plan to change, but still very interesting.

 

[Traveliz]

I suspect they just got the wrong ticket -- I know I upgraded a ticket this summer that I had purchased through Undercover Tourist with no problems.

Liz

 

[scheddj]

Wierd. I bought my tickets from Undercover Tourist over a year ago when my youngest was 9 for a trip planned for last December. Our trip had to be cancelled and in July she turned adult by Disney standards. We finally went to WDW last week and I upgraded her ticket to an adult ticket with no problem at AK guest services. If they had refused to do that I would have freaked out. Let us know what Undercover Tourist does for her...if anything.

 

[autumnbaby9]

I wonder why? I have heard from many people on this board that they were able to change their tickets that they bought from UCT. I probably wont need to change my tickets but if I do I hope I don't run into the same problem.

 

[Kim&Chris]

The guy at guest services INSISTED that the tickets were European. I feel horrible about this because they had to spend an unexpected $800 for new tickets. I have been SO upset. I can't reach anyone at UCT.

If they did, in fact, send the wrong tickets, they need to refund 100% of the cost.

 

[GinnyFavers]

I'd give Undercover Tourist a chance to make things right for any mistake on their part.

They do sell several different types of tickets, including European and Canadian versions, so I think it's reasonable to hope it was a mistake and they'll make amends.

I think you just need to make the effort to contact them.

 

[SnwflkCts]

Not that I don't think you should contact UC and not that I don't sympathize at all ... but I am cheap. I would just not park hop. I think buying new tickets for $800 is not something I would do. But that is just me ... not trying to upset - I do feel bad. It is soooo disappointing when you try to cover all bases and something happens. I hope everything works out!

 

[CrazyDisneyMommy1]

This is disappointing. I hope everything works out and that it was just a mistake. I am now wondering what to do. We were going to buy 6 day non-hopper tickets for Christmas next week from UC, and up grade to Hoppers if we needed. No I don't know what to do? Please keep us updated!

 

[shoes99]

I upgraded a 10 day park hopper no ex purchased from Undercover Tourist. We had no problems. We used the ticket for entry, then went to guest services at Epcot and they upgraded my ticket and gave me a $2(approx) credit because the 10 day was more than the AP.

 

[Markstudy]

I always get hoppers, and never end up hopping

 

[seashoreCM]

How could you tell by looking at the ticket whether it is standard or promotional? (Other than something stamped on the ticket, which also changes standard tickets into promotional ones.) You in effect "forfeit" any discount when "upgrading" an unused ticket so it is important to know whether the wrong item was shipped before using it first and then trying to upgrade just inside the park.

The question remains, do discount ticket sellers sometimes give you overstock or irregulars or salvaged (from other stores going out of business) materials?

For example could a 4 day ticket with two extra days free be indeed a promotional 4 day ticket with two extra days free and with no upgrades allowed?

Or did the stock clerk switch the order with mongrel tickets out of his own pocket?

As soon as you can, contact the seller (wait until you get home and write if the only way is by operator assisted rates from a Disney pay phone).

I would expect that "the customer is always right" should apply if it turns out to be a he said she said dispute.

One thing I don't like about mail order is having to pay shipping and insure the package back to the seller even if the seller made the mistake filling the order.

Disney hints: http://members.aol.com/ajaynejr/disney.htm

 

[Kim&Chris]

How could you tell by looking at the ticket whether it is standard or promotional? (Other than something stamped on the ticket which also changes standard tickets into promotional ones.)

The question remains, do discount ticket sellers sometimes give you overstock or irregulars or salvaged (from other stores going out of business) materials?

For example could a 4 day ticket with two extra days free be indeed a promotional 4 day ticket with two extra days free and with no upgrades allowed?

Or did the stock clerk switch the order with mongrel tickets out of his own pocket?

As soon as you can, contact the seller (wait until you get home and write if the only way is by operator assisted rates from a Disney pay phone).

I would expect that "the customer is always right" should apply if it turns out to be a he said she said dispute.

One thing I don't like about mail order is having to pay shipping and insure the package back to the seller even if the seller made the mistake filling the order.

Disney hints: http://members.aol.com/ajaynejr/disney.htm

Agreed...you'd never know if they switched the tickets. Because Mousesavers recommended them, I tended to have more trust that the tickets would be fine.

 

[CanadianGuy]

The only "Euro" tickets that I'm aware that U/C/T sells, are the 14 and 21 day "UK Premium" tickets which already include hopping.

Obviously there is a ticket category I don't know about.

I wonder if he was saying "PROMO" tickets and she was hearin "EURO" tickets. ?

KNox

 

[jamstew]

I upgraded my UT 10-day base ticket to non-expiration without any problem in September.

 

[disnut8]

One other thing with Undercover Tourist. I bought Gatorland tickets through them (no problems at all although they are obviously not upgradable). They come in a sealed plastic bag with a note saying that if you break the seal on the plastic bag, you accept the tickets as they are and no refunds or exchanges can be made. You get the tickets with the back of the ticket visable through the plastic so you can see the terms and conditions of the tickets before you open the package.

So, if you plan to upgrade your tickets once you are there, do NOT take the tickets out of the plastic bag until you know you can exchange them. If you get into a situation like this, then you can get your money back from Undercover Tourist. At this point, the OP probably can't do anything via Undercover Tourist.

BTW - my Gatorland tickets stayed in the plastic bag until we were there and had them accept the tickets (which they did with no problems).

 

[fla4fun]

One other thing with Undercover Tourist. I bought Gatorland tickets through them (no problems at all although they are obviously not upgradable). They come in a sealed plastic bag with a note saying that if you break the seal on the plastic bag, you accept the tickets as they are and no refunds or exchanges can be made. You get the tickets with the back of the ticket visable through the plastic so you can see the terms and conditions of the tickets before you open the package.

So, if you plan to upgrade your tickets once you are there, do NOT take the tickets out of the plastic bag until you know you can exchange them. If you get into a situation like this, then you can get your money back from Undercover Tourist. At this point, the OP probably can't do anything via Undercover Tourist.

BTW - my Gatorland tickets stayed in the plastic bag until we were there and had them accept the tickets (which they did with no problems).

Not necessarily true. If UT buys their tickets in bulk from Disney, then UT can contact Disney to see if any particular ticket has been used or not, and what the entitlements on that ticket are. This is a very time consuming process (it can take up to two to three months, depending on how busy Disney is) which explains their sealed bag program (with the sealed bags, they know the tickets are unused and can issue new tickets or refunds immediately). Since this isn't a problem with a guest changing their mind, but an issue of UT sending the wrong tickets, in my opinion they should be willing to go the extra mile for the OP.

Also, not all specialty tickets from Disney have writing to indicate they are specialty tickets - sometimes they just look like regular tickets. I used to work for a destination management company that sold Disney tickets to convention groups, and we had to be very careful to keep the bulk tickets in specially lableled bins so they wouldn't get mixed up, since sometimes you could only tell from the order receipt which ticket was which.

 

[tjmw2727]

I have purchased tickets from UCT three times and twice upgraded them from base tickets to hopper tickets with no problem, April 07 and November07.00. I suspect that UCT may have sent the wrong tickets to the OP's relatives and based on my experience with them and reports of others a phone call or e-mail to UTC "should" take care of the problem.

Good luck -

TJ

 

[UnderCoverTourist]

Dear Kim&Chris,

We will take care of this.

We are sorry there was an issue upgrading your tickets. We will do the right thing for you.
Please email us the name used on the order and the $ amount. Please email us and put Disboards in the subject line.

We will take care of this for you. I am not sure why this was not allowed, often a different customer service person will give you a different response to the same question. We will try to find out what the issue was.

Please rest assured that all the tickets we send are new, standard (no special restrictions etc..), and unused tickets, something went wrong here.

Apologies for the concern caused, our tickets are upgradeable and this should not have happened to you.

We will do the right thing, please email us

Undercover Tourist