Very Disappointed! Need Help...

[nbodyhome]

Right - Disney shouldn't even be discussing the reservation with you in much detail. It's owned by Amex, and they need to be who you go through.

 

[jmiralles]

Thanks for your input, but the WDW agent was not provided a hypothetical...its a MYW reservation with park tickets.

I guess the bottom line is not to book thru anyone but Disney or take your chances. Sounds like a monopoly to me.

 

[Amy&Dan]

I am sorry this happened to you! And I agree, it won't help you for this trip but next time go with someone like Dreams Unlimited. My agent Debbie Lasher is wonderful and since she is a Disney specialist knows enough to not let his type of major screwup happen!

 

[kaytieeldr]

Okay, I'm probably going to have to endure more accusations of seeing Disney through rose-colored glasses, or thinking they can do no wrong, but:

WDW Guest Services claims our reservation thru AMEX was really booked by Travelocity as a room only reservation, despite the fact that we have received a voucher for our park tickets from AMEX (according to their reservation system).

Thanks for your input, but the WDW agent was not provided a hypothetical...its a MYW reservation with park tickets.

these two statements somewhat contradict each other. A Magic Your Way Package wouldn't include vouchers - you would get your park passes coded onto your room keys when you check in. In addition, the MYW Package includes features like a $15 Planet Hollywood credit and free mini-golf; it appears from what you posted (although I could easily be wrong) that your reservation includes only the room and the park pass vouchers.

 

[disneyjunkie]

these two statements somewhat contradict each other. A Magic Your Way Package wouldn't include vouchers - you would get your park passes coded onto your room keys when you check in. In addition, the MYW Package includes features like a $15 Planet Hollywood credit and free mini-golf; it appears from what you posted (although I could easily be wrong) that your reservation includes only the room and the park pass vouchers.

OP, I think you should call AMEX and demand that they fix the mess they created. They should eat any fees that are applied.

 

[Lewisc]

Not a mononoply. You're free to book through Disney or through a TA. Your choice. You don't get to use both, if you book through a TA all changes have to go through your TA. Did you book through an AAA TA or through the AAA website? If you booked directly through their website you may have booked room only, through a private label version of travelocity. Your tickets might have just been an extra. Many of us don't think you book a MYW package, rather just room and tickets.

Your only option might be to cancel and rebook. Start with talking to AAA travel.

edited to add You can't add dining to some of the discounted packages. You should have checked with your TA, not Disney.

Thanks for your input, but the WDW agent was not provided a hypothetical...its a MYW reservation with park tickets.

I guess the bottom line is not to book thru anyone but Disney or take your chances. Sounds like a monopoly to me.

 

[nbodyhome]

I guess the bottom line is not to book thru anyone but Disney or take your chances. Sounds like a monopoly to me.

You can certainly go through Disney yourself if you'd prefer. If you go through a Disney specialized agency, then they should send you confirmation of what you have THROUGH Disney. The only difference is that you cannot talk to Disney directly about it, you talk to the agent.

The problem with some companies like Expedia, Travelocity, etc. (and I do use them occasionally), and maybe Amex, it's not like you have your own travel agent. When I've had an issue with Expedia, I talk with someone from a call center. It isn't someone I've been assigned to help me with my reservation.

 

[ExPirateShopGirl]

I wouldn't cancel your AMEX reservation as it includes your airfare, etc. to get to WDW. Like you say, hopefully the cost will offset the dining. Good luck...

 

[pixiedustholidays]

You can either book through Disney directly, or through a travel agent.

My recommendation (and not just because I'm a Disney Specialist Travel Agent!) is to book through a travel agent that specializes in Disney and spends time becoming intimately familiar with the place (spends time on official and unofficial websites, goes annually for a Disney Agent Education Program, and travels to Disney a few times a year on their own holidays). I agree not to use agents who are not specialists in Disney....you can easily find a Disney specialist, so don't just go to the mall. I once met an agent at a trade show who "said" she was a Disney Specialist (which means at some point she took the correspondence course, Disney College of Knowledge) but when I asked, she said she was there once, stayed offsite, and she couldn't remember when, but had never been to AK or D-MGM (so she was there in the 80's) Would you choose her to deal with, or an agent who goes 3 times a year???? So make sure you ask questions of your agent. It's your choice who to deal with, so make the choice so you will be taken care of by someone who is knowledgable, caring, and up to date on everything. (Although this is kind of impossible....I was last there March 7-12 and already there is a new attraction (Monster's Inc Comedy Club) and once coming this weekend (3 Caballeros). Good thing I'll be there again May 4-9!!!!!)

When you call Disney, they will not give you any advise, either on codes or promotions that might save you money, but also things like touring, which park to do on which day, etc. Your Disney Specialist Travel Agent will do this, and more, and (this is the kicker) for exactly the same price, to the penny, that you will pay doing it through Disney directly. Why not use the services of an expert, who is there for any questions, sort out any problems, etc that you might have over the planning process if it doesn't cost you any more money?

Jen
Pixie Dust Holidays

 

[bartleby1]

Thanks for your input, but the WDW agent was not provided a hypothetical...its a MYW reservation with park tickets.

I guess the bottom line is not to book thru anyone but Disney or take your chances. Sounds like a monopoly to me.

Oh, wow, what a mess. Did Amex specifically tell you that they were booking you a package?? Or did they not really specify one way or the other? I realize that they are providing you with a room and with tickets, but they could have very easily booked a room only ressie and ordered tickets from somewhere else and then provided you with the room and tickets as a "package". Sounds to me like that is what they did to you. We don't do the dining plan, so it makes more sense for us to book room only with an AAA discount and then order tickets through a discount broker. This way we have a more lenient cancellation policy plus it is cheaper.

Unfortunately, as others have stated, disney can't fix this problem since you didn't book with them. The responsibility lies with Amex since they booked your trip. If they indeed promised you a disney package and didnt' book it as such, then you need to fight with them to get what you were promised. If it is a true package, then they should be able to add dining for you. It all depends on what amex promised you in the first place.

As far as what the cm told you about adding the dining on later, again it depends on how the question was worded. If you told the cm that you booked a "package" through amex, and asked if dining could be added later to your "package", then I'm quite certain that the answer would be "yes". However, if you told them that amex booked you a "room only" ressie and the cm told you that dining could be added later, then the cm did indeed give you false information.

I hope you can get it all worked out!

 

[Lewisc]

Travelocity has some good rates but reservations booked through them aren't eligibile for dining. You can do a search.
http://www.disboards.com/showthread.php?p=17773482

You have a valid complaint if anyone from AMEX told you that you'd be able to add dining later. Did you book online? Why don't you go back and duplicate your steps and see if dining is an option? The question is if you have a discounted room/package that precludes dining or if you just waited too long.

 

[pinkerbell]

A friend recently missed a disney cruise due to the St Pats day snowstorm here. The family was able to book 2 seperate reservations one for the 2/3 days out needed to obtain the dining plan for the last part of the stay, and one for the first few until they were eligible. unfortunatly, they made no exceptions, even though he booked through disney for the cruise and had the insurance.

good luck and enjoy you vacation regardless,

 

[nbodyhome]

depends on how the question was worded. If you told the cm that you booked a "package" through amex, and asked if dining could be added later to your "package", then I'm quite certain that the answer would be "yes". However, if you told them that amex booked you a "room only" ressie and the cm told you that dining could be added later, then the cm did indeed give you false information.

I hope you can get it all worked out!

It just seems that something should be in writing - as far as whether it is a package or not, and cancellation/change policies, etc.

 

[DisneyMommyMichelle]

Not really sure on how to get it fixed, however when i booked our trip I asked for a QUOTE on the Dining Plan and the CM told me that it would be best to add it right then and there and just cancel it withint 45 days if i no longer wanted it. I booked it then and am glad i did i didn't want to run into any problems.

 

[DisneyMommyMichelle]

I agree with JimMIA.
AmEx owns the reservation. Only they can change it. (As it is with any TA.)
Calling Disney is really not going to help you. They can't creatively come up with a solution that AmEx created.

This is very true

 

[bicker]

Before moving ahead and booking with AMEX, I calles Guest Services and explained the ticket and hotel deal I received to confirm that it would be eligible for the Dining Package.

Always get things like this in writing. The only way you can be sure that the folks at Guest Services even understood what you were asking, understood what classification your reservation actually fell under, would be to get them to do the work to verify things in writing. Communication conflicts like this are pretty common, in any venue where the offerings are so numerous and so varied, when the communication is all just verbal.

They confirmed yet again that "it would be no problem", but I don't trust the competency level of the reps at this point.

The reps are competent -- but you're asking them to do things that aren't actually their job.

The problem is that you're looking for guarantees, but you haven't left enough time to get the guarantees in writing. As others have indicated, you're far better off booking with Disney directly in the future if you want special assurances like this.

 

[nbodyhome]

The thing is, Amex, Travelocity, Expedia, etc. work like TA's to some degree, but the people you speak with aren't. When booking an airline online in January, the price shot up after I paid (it showed as more expensive on the online folio). I emailed Expedia and one guest service person basically said tough luck (even though what I was sent had the correct price). The 2nd agent (we called this time) knew what they were doing, said everything was okay and called their billing dept. to confirm that. They are call center employees, not TA's.

I don't even know what Amex sent you in writing. A regular TA should send you a written confirmation straight from Disney. It will show if you have a package or room-only, the components of the package, and when the final is due, etc.

 

[kaytieeldr]

I don't even know what Amex sent you in writing. A regular TA should send you a written confirmation straight from Disney. It will show if you have a package or room-only, the components of the package, and when the final is due, etc.

Absolutely. I have mine right here. It states:
AAA Walt Disney World
Pop Century
then my dates, then
"Your package includes:
Seven nights at the Pop Century 7 day park
hopper passdining" then the standard perks, then
"magical express transfers to and from the airport"

 

[Lewisc]

The OP booked through a TA, it's not clear if they booked through an AMEX TA or just booked through the AMEX website. Since a reservation made through a TA is "owned" by the TA the written information would have to come from the TA and not from Disney.

Always get things like this in writing. The only way you can be sure that the folks at Guest Services even understood what you were asking, understood what classification your reservation actually fell under, would be to get them to do the work to verify things in writing. Communication conflicts like this are pretty common, in any venue where the offerings are so numerous and so varied, when the communication is all just verbal.

The reps are competent -- but you're asking them to do things that aren't actually their job.

The problem is that you're looking for guarantees, but you haven't left enough time to get the guarantees in writing. As others have indicated, you're far better off booking with Disney directly in the future if you want special assurances like this.

 

[Deemarch]

Book through a TA that is an "Ear Marked" agency, one that books with the Disney Travel Company. Amex, Travelocity, Expedia, etc., don't "share" reservations with Disney. Disney Reps can't do anything concerning those reservations.