Used National's new express service

[Nik's Mom]

We were in WDW August 1-7 and had a bad experience with National's new express service. Our printed confirmations clearly stated do not check in. Just select car and go (or words to that affect). Well, we get to the gate and the idiot says, no you must go to counter. DH calmly tells him about express service and asks him to read our confirmation, and idiot says "I've worked here for 4 years and this does not exist. You must go to counter." Dh and I insist that he call his supervisor because our DS4 is throwing up in the back and we just want to get to the hotel. Well, the idiot just crosses his arms and refuses. So now we have to turn the van around and go to the counter to complain. DH is furious. They said that the guy at the gate was totally wrong and should have let us through. Has anyone else had this experience?

 

[~Sparkly~Zoe]

You should have had your son throw up on him.

Did the counter do anything or say anything to the guy? I'd contact national headquarters and complain.

 

[marymrg]

You can even email National and let them know what happened. Be matter of fact and include the date and approximate time this occurred, your confirmation # and also the location. ( A or B side) Try to be non-emotional.........just state the facts. Let them know this is not the service you expected or have received in the past.

 

[Nik's Mom]

The lady at the counter said she would talk to the guy, but that was it. Thanks, I will send an e-mail to National. What's the point of the express service if they won't honor it.

 

[GAIL HAYDEN]

Originally posted by Nik's Mom
The lady at the counter said she would talk to the guy, but that was it. Thanks, I will send an e-mail to National. What's the point of the express service if they won't honor it.

I would not just write, I wouldl call and ask to speak to someone like a supervisor. this is the first complaint I have heard about express, and obviously this person needs some training.