UT ticket problems?! Update: Problem Resolved!

[AllieBoo]

You're being unreasonable. You don't need the physical tickets at all. Not to book your fastpasses. Not even to get into the park. All you need is the ticket numbers, which UT told you that they will give you.

This is really not something worth stressing about.

Sorry, but you're wrong when you say they are being unreasonable. It's unreasonable for someone to order tickets, be told they will receive them in 7-10 days, and then later be told "oh sorry, your package was lost, call us back in three months and we'll give you the numbers so you can book your fastpasses." What if they just accept that, call back in three months and run into an issue that causes them to miss their 60 day booking window? Would that be ok too?

 

[bumbershoot]

What if they just accept that, call back in three months and run into an issue that causes them to miss their 60 day booking window? Would that be ok too?

But that's not happening.

Right now, the OP is just being asked to be patient. Later, they will get what they need, even if USPS doesn't come through. UCT is a good company that has ALWAYS come through for people. And I'm 99.99999% sure (can't say 100% because I don't own the company) that they will come through just fine for the OP this time.

 

[AllieBoo]

But that's not happening.

Right now, the OP is just being asked to be patient. Later, they will get what they need, even if USPS doesn't come through. UCT is a good company that has ALWAYS come through for people. And I'm 99.99999% sure (can't say 100% because I don't own the company) that they will come through just fine for the OP this time.

How can you say that's not happening? You have no idea whether that will happen or not, it may or it may not. But it is unreasonable to expect someone to be ok with waiting three months to find that out.

 

[seashoreCM]

Undercover Tourist will work with you if your trip is coming up soon and your tickets have not arrived. If the tickets never arrive you will get a refund. It does not matter if the tickets fell into the wrong hands and got used. You will get your refund without having to find out or know that detail. It is desirable to let the merchant know about problems with the goods or services long before the deadline for filing a dispute with the credit card company comes since you should file the dispute before the deadline even if you have not finished dealing in good faith with the merchant first, er, finished working with UT.

Mail delays happen with any mail order company. Companies like Stubhub cannot establish a rapport with customers unless they guarantee delivery of perishable product (here, tickets for specific dates) on time or give you a refund. So they do. They also charge a fee over face value which, when collected from all customers, covers among other things losses from tickets that were not delivered before the event occurred. Other companies, like UT, expect a reasonable time to deal with delivery irregularities. Waiting 3 months is unreasonable because you would no longer be able to dispute with the credit card company.

The only unintended adverse consequence is inability to book Fastpasses as soon as you would have liked.

 

[bumbershoot]

How can you say that's not happening? You have no idea whether that will happen or not, it may or it may not. But it is unreasonable to expect someone to be ok with waiting three months to find that out.

Right now, what is happening is that UCT is helping the OP in the way they help.

If in the future someone else happens, then that happens. But it's not happenING. That's what I'm saying. There's no use borrowing trouble and freaking out over the what ifs. This is a reliable, responsible company that has helped figure things out when WDW CMs started messing up, that has stayed on top of changes, that has continually shown their good nature to customers. As is evidenced for years here on the Dis, with people praising them with no troubles, or with the start of troubles that turn into joy. Huge thread January 2011 started with fear and the same sort of anger as the OP here, and ended with CMs learning things, with us learning things, and with the OP of that thread helped. And they are not alone.

I know how mail works, I know how companies work, I know how UCT works, and I would be totally fine with waiting 3 months.

Of course, I wouldn't have purchased tickets 3 months out and expect them to have shipped already. 3 years ago with UCT, yes, but not now.

I'd still love the answer to when the tickets were actually shipped; being ordered 3 weeks ago means nothing. It's shipping date that matters, and the other thing that matters is what is on the shipping information.

 

[kaytieeldr]

The UndercoverTourist Shipping FAQ indicates ten business days via free First Class mail (generally not sent with any tracking, so only customer information to indicate lost or not received). Taking the original post at face value, there have been fourteen business days in the last three weeks. Depending where the mail was routed or wher the original poster lives, there could well be another day or two weather delay when sone states declared states of emergency and even the USPS was closed.

Because there are still several months before FastPass reservations can be made, I'd recommend waiting a few more days for delivery. If the tickets still don't show up, then call again using the advice on the first page - call back and politely demand physical replacement, remembering that the person on the phone didn't create the problem or misdirect your tickets, and to treat that person the way you'd expect/like to be treated.

 

[buzzrelly]

I just used UT for the first time, and I have been very pleased with them. I ordered my tickets and they arrived maybe 7-8 days later. In fact, they arrived a day earlier that I thought. I've already linked them to MDE and they seem to be working just fine. Hope the OP has better luck to come!

 

[CMNJ]

I just used UT for the first time, and I have been very pleased with them. I ordered my tickets and they arrived maybe 7-8 days later. In fact, they arrived a day earlier that I thought. I've already linked them to MDE and they seem to be working just fine. Hope the OP has better luck to come!

Doesn't really apply to the OP's situation but just a heads up for anyone who just recently purchased tickets from them. I called UT last week to find out if I ordered tickets how quickly I could get my ticket # to make fast passes (planning a last minute trip)-I was advised that they were running a few days behind because of some type of office move/remodel that caused them to be closed for a few days the previous week. So in order to quickly get the ticket # as quickly as possible we would need to order with 2 day premium shipping (which would place our order ahead of the 1200 order back log). Anyway just a heads up if you ordered tickets in the past week or two it may take a little longer to reach you if you did the regular free shipping option.

 

[robinb]

The UndercoverTourist Shipping FAQ indicates ten business days via free First Class mail (generally not sent with any tracking, so only customer information to indicate lost or not received).

FWIW, First Class mail usually does have tracking (UPS Delivery Confirmation) for free if the postage is purchased though any kind of electronic method. I can't imagine any business sending out hundreds and thousands of dollars worth of tickets without delivery confirmation and insurance.

 

[IBLarsen]

OP, Sorry you are having such a delay! I will say we've been very pleased with this company. If you aren't happy with their solution, have you tried calling to ask for a manager? You can push it a bit further to find out if you really have any other options like the tickets being canceled out and new ones issued? Have no idea how they usually handle lost tickets, if this is an option....but may be worth it to call and talk to someone different. These are customer service people, and you never know if this particular person wasn't aware of all the options? Maybe...
The company is very reputable, which would at least make me feel better about the solution they are offering, vs worried about being scammed. I could see it would be very easy to think this not knowing their reputation, but hopefully others here have helped for you to be at least comfortable that they will do the right thing and make the best of the abnormal situation. Good Luck!!

 

[supersnoop]

FWIW, First Class mail usually does have tracking (UPS Delivery Confirmation) for free if the postage is purchased though any kind of electronic method. I can't imagine any business sending out hundreds and thousands of dollars worth of tickets without delivery confirmation and insurance.

No USPS service has "Tracking" available. Delivery Confirmation is NOT tracking. Unlike UPS and FedEx, the USPS does not keep an electronic record of where a package is currently or where it's going, only where it's been. That's a huge difference.

 

[TLSnell1981]

OP, don't worry and be patient UT has a good reputation. I'm very confident everything will be fine.

 

[UnderCoverTourist]

Has anyone else experienced problems with this company? I Purchased UT tickets for the first time after reading rave reviews in various places. $2,000 later I have nothing to show for it! I ordered my tickets 3 weeks ago and have not received them. I called UT and they said, "oh yes, we have been having trouble with the USPS. It appears your package is missing"
I was told that it was no big deal, they would send me my ticket numbers before I go and I can get tickets issued at the gate when we arrive.
Um, NO. I would like my tix NOW so I can book FP+ 60 days out (we are staying at BLT). They told me to call back 61 days before we leave to get the tix numbers. What terrible service!! I spent $2,000 but I now have to wait 3 months in the hopes I get tix numbers? What a scam.
I'm a little stunned after all the great things I read. I'll be calling my CC company as I have nothing to show for my $2,000. I am beyond furious.

Hi There, please call our office and ask for a manager. We will take care of you. Thank you. Undercover Tourist.

 

[dmband]

Hi There, please call our office and ask for a manager. We will take care of you. Thank you. Undercover Tourist.

never had an issue myself but that doesn't mean things happen.
I am going to call myself and ask if you price match official ticket center on prices but maybe you can reply before I get free time.
I would like to stick with ut but their tix are approx $11 cheaper and I'm looking at like $4000 so it adds up
Tia

 

[Shea&Van]

Wow! I feel really bad for you OP. Like many others, I have used UT many, many times and have nothing but perfect service. I'm sure you are very stressed and I would likely be too. As others have mentioned, I believe that UT will come through for you.

I strongly feel that you should contact USPS (if you haven't already). Over the last two years, I have had many packages/mail go missing. I actually dispise using them in any capacity. Perhaps your local postmaster can offer some suggestions for how to locate the missing mail. If not, I believe you can file a form regarding the missing piece of mail.

I had this happen to me last Christmas, it was so upsetting. Eventually it all did work out, but my blood pressure was sky-high trying to figure everything out.

I'm sending you peace and comfort as you work through this issue. Good luck and please let us know how everything ends up.

 

[RustManFan]

I have had many issues with USPS and UPS (especially UPS) indicating that things were delivered that were not. How can they claim a package was delivered to my front door when there isn't a single footprint in the snow? (they drop in my garage, never at the front door)

Think they are either stealing (I hope not) or leaving at the wrong house.

Anyway, UT has never been anything but a delight to work with.

 

[lmcarr49]

I've had stuff go missing with USPS also. That's why I chose Fedex 2 day.

 

[anorman]

I've used UT several times and had no issue whatsoever. However, when it comes to your tickets being lost (if they are) and then UT just giving you the tickets numbers, I would be concerned.

Last year we ordered Canada's Wonderland tickets through Costco and was told we should have the e-tickets within 72 hours. When that didn't happen, I contacted Costco and they resent them, no problem.....UNTIL we got to Canada's Wonderland gate and were told that 3 of the 4 e-tickets we had in hand had been used three days prior to our arrival in Toronto and therefore were no longer valid. EEK!! After a stressful 45 minutes or so, the staff let us in after taking copies of the tickets and advised us to contact Costco, which I did. On the bright side, I was refunded the price of 3 of the tickets. I could have lived without the aggravation though.

While my expeience had nothing to do with UT, it would make me leery about using ticket numbers of tickets that could have accidentally been sent to someone else who may have already used them by the time you arrive. Just a thought.

 

[Planogirl]

An UT rep just asked the OP to call them.

Keep in mind that tickets shipped by Disney can get lost by the postal service too. It happens and freaking out doesn't change that. UT is a fabulous company that I've dealt with many times. They always make it right.

 

[Robo]

An UT rep just asked the OP to call them.

Keep in mind that tickets shipped by Disney can get lost by the postal service too. It happens and freaking out doesn't change that. UT is a fabulous company that I've dealt with many times. They always make it right.

And, as to not wanting to deal with anxiety over problems at the parks...

Ladies and Gentlemen, I give you:

Disney's MyMagic+ & FastPass+

(aka: Glitch City)