Undercover Tourist- Situation Cleared UP! Thumbs UP!!

[disneynutz]

Dear Kim&Chris,

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. Our tickets are upgradeable, 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.

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

It's wonderful to see a company step up to the plate and make things right. We have used UT several times and have been very satisfied with their service.

 

[J and R's mom]

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.

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

Phew! This makes me feel better!

We've used you guys several times but haven't had to upgrade yet. However, I have 5 UCT tickets sitting at home we plan on using next week at WDW and I need to upgrade one to an AP. Hopefully all will go smoothly.

Thanks!

 

[dmwang9]

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.

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

Undercover Tourist just got my business when I get around to ordering my tickets for my trip in June 2008.

 

[champagne27]

I have used UT in the past and highly recommend them. I am sorry about what happened for the OP but it is nice to see UT offer to make it right.

Hope all works out for everyone involved.

 

[FoodLover]

I also received an e-mail from Chris. I was extremely surprised to hear they had a problem, because people change their Undercover Tourist tickets at the parks all the time. I've done it myself!

Huge numbers of MouseSavers.com readers buy, use and upgrade tickets purchased from Undercover Tourist tickets every year and this issue has NEVER come up before. I feel for Chris, who drew the "unlucky" straw this time, but this really does not normally happen.

I am completely confident that Undercover Tourist will do everything possible to make this right when they open on Monday.

Mary
MouseSavers.com

 

[Markstudy]

often a different customer service person will give you a different response to the same question.

Disney is so HUGE... that I have also found it TRUE that the same question will get answered a few different ways depending on who you ask

 

[avic77]

I had planned to purchase tickets through UCT and this post had me worried. However i feel ver confidant that UCT will make amends. Bravo for taking the steps to make this right UCT!

 

[GoHerd1028]

Now this is good PR and Customer Service!!!

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

 

[EMom]

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

I checked this thread because I've never heard of UT and wanted to learn more about them. It was refreshing to see them step up and resolve the problem so quickly. A few years ago, I was involved in a situation where multiple people (out of a much larger group) had been given poor customer service....to put it mildly ..... and were trying to get refunds. The service was of a sort that makes people very emotional and those who had experienced positive outcomes were very defensive about the companies in question, challenging those who had been let down, as if it must have been THEIR fault. ("OUR experience went smoothly and so did our friends'. YOU must have been a difficult client," etc.) I made the point that the measure of a company's ethics is not how it handles its customers when things are going smoothly, but how it handles its customers when there are bumps in the road. Do they stick their head in the sand and ignore phone calls, emails and faxes? Or do they do whatever it takes to make the situation right if indeed, it was no fault of the client's? How do they act when there are problems? Well, UT just bought some great PR by making no excuses and saying they'd do what it took to make things right.

Now.......Can someone tell me how their system works?????

 

[CanadianGuy]

Now.......Can someone tell me how their system works?????

What would you like to know?

 

[seashoreCM]

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.

If the guest couldn't tell what the ticket entitlements and restrictions, tne sealed bag won't help.

Not that it would help the entire traveling public given that only a small percentage visit The DIS, it would help if a compendium of all possible styles of tickets with their codes could be published here.

Good customer service includes trusting the customer as opposed to expecting the customer to trust the company.

I'll have to leave this one as an essay question since I don't want to put words in anyone's moutnh

You received what looked like 7 day base tickets, which you ordered. The only intuitive markings on the ticket are "7 DAY THEME PARK AGES 10+ NOT VALID FOR PARK HOPPING". You try to add hopping just before leaving the first park Sunday at 1 PM and were told the tickets could not be upgraded. The ticket seller was closed when you telephoned them using your cell'. What should you do (have done) and what should happen.

One piece of information I'll give you: If you upgrade an unused ticket, the cost to upgrade is generally more than upgrading the same ticket after a little usage, namely you "forfeit" any purchase discount.

 

[J and R's mom]

...Well, UT just bought some great PR by making no excuses and saying they'd do what it took to make things right.

Now.......Can someone tell me how their system works?????

You can go to UnderCoverTourist.com and order tickets that way. The prices are several dollars lower than the discounted (advance purchase) gate price you can get on DisneyWorld.com and quite a bit lower than gate price.

What makes them significantly CHEAPER isn't in the discount off of the ticket, but rather that you will NOT have to pay taxes (if you're in a different state). That's the biggest savings. If you have them mailed via regular mail (takes 5 to 7 days), then the shipping is FREE (although they can rush orders for a price).

For even more savings, you can subscribe to the newsletter at mousesavers.com and they have a link in the newsletter that gives subscribers a further discount off of the tickets (a few extra dollars saved).

Thanks again UCT!

 

[CanadianGuy]

What makes them significantly CHEAPER isn't in the discount off of the ticket, but rather that you will NOT have to pay taxes (if you're in a different state). That's the biggest savings.

Minor correction.

You ARE still paying taxes. They're just included in the ticket price.

If you have a car, you can pick them up from UCT upon arrival in Orlando. Arrangements must be made in advance.

(From their site)

How do the Taxes & Fees work?
There is a Florida entertainment sales tax that is collected by us, because the tickets are actually used in Florida. The state tax is 6% and there is also a county tax that varies based on where the theme park is located.

Tax INCLUDED in all prices, no hidden fees.

Where-ever you price your tickets from .. be sure about the taxes. Disney's website for example doesn't show the tax portion till you add the tickets to your basket.

Thanks,

Knox

 

[UnderCoverTourist]

We investigated what happened here.

Our tickets are still upgradeable!

The attempt to upgrade the tickets was made at Downtown Disney, apparently the person working there on the phone made an error. We feel the best place to upgrade is at the 4 main theme parks as this process goes more smoothly. It was not the ticket itself, just the representative at the Downtown Disney. We know that you can upgrade tickets at the main 4 theme parks.

We only sell new/regular tickets, no promos or limited tickets.

The OP was very understanding (we appreciate how stressful any bump in your vacation plans can be) and the tickets were successfully upgraded, the next day.

Merry Xmas everyone

We edited this post from stating that "Downtown Disney does not accept upgrades" to the process often goes smoother at the 4 main theme parks. Thank you lpizzuro123 (4 posts below this one) for the information.

Undercover Tourist

 

[rkandmjsmommy]

As always, UNDERCOVER TOURIST ROCKS!!!!!!!!!!!!!!!!!!!!!!
What great customer service

 

[J and R's mom]

Thanks, UCT!

 

[acjsmom]

You people sure do know how to scare the you know what out of someone. I saw the subject line, and my heart immediately dropped. We received our tickets yesterday from UCT. Then, I read the rest of the posts. I have to say, great customer service!

When I ordered our tickets, I used a different shipping address from our billing address. Almost immediately, a customer service rep. with UCT was calling to make sure I had indeed placed an order since the addresses were different. I was very impressed from that moment.

 

[lpizzuro123]

Not sure about not being able to upgrade at Downtown Disney. We purchased 5 day park hoppers from AAA that expire the beginning of November. We used three days Thanksgiving week and wanted to make them non-expire as we will be holding these tickets for our trip next May. We went to Guest Relations at Downtown Disney and were able to do this with no problem.

Linda

 

[GinnyFavers]

You people sure do know how to scare the you know what out of someone. I saw the subject line, and my heart immediately dropped. We received our tickets yesterday from UCT. Then, I read the rest of the posts. I have to say, great customer service!

I hope the original poster comes backs and edits the thread title at some point.

 

[rosiep]

I checked this thread because I've never heard of UT and wanted to learn more about them. It was refreshing to see them step up and resolve the problem so quickly. A few years ago, I was involved in a situation where multiple people (out of a much larger group) had been given poor customer service....to put it mildly ..... and were trying to get refunds. The service was of a sort that makes people very emotional and those who had experienced positive outcomes were very defensive about the companies in question, challenging those who had been let down, as if it must have been THEIR fault. ("OUR experience went smoothly and so did our friends'. YOU must have been a difficult client," etc.) I made the point that the measure of a company's ethics is not how it handles its customers when things are going smoothly, but how it handles its customers when there are bumps in the road. Do they stick their head in the sand and ignore phone calls, emails and faxes? Or do they do whatever it takes to make the situation right if indeed, it was no fault of the client's? How do they act when there are problems? Well, UT just bought some great PR by making no excuses and saying they'd do what it took to make things right.

Now.......Can someone tell me how their system works?????

ITA-The measure of a company is how well it handles it's mistakes...not how well it runs normally.

Way to go UT!