WDW COVID-19 Operational Changes- Reservation System-Rope Drop Procedures

[TarotFox]

There's already a lot of people who have lost trust in Adventures by Disney through their handling of this. A lot of people won't go back to the parks if they do it wrong.

 

[tzeitel]

Not sure if anyone has mentioned this (or if this is the right thread) but Cirque sent an email a week or so ago about refunds/exchanges.
Background - I first called Cirque for a refund of our May 7 tickets on 4/6 but they refused and told me to call in "a few weeks". I emailed and got a reply that April performances were being dealt with first and that they would reach out to me asap. A week later I called again and the offices were closed (there were 2 numbers and both had the same message).

The most recent email reads -
"As the performance you purchased has been postponed, we are encouraging you to keep your tickets and contact us to exchange them for a future date.
All tickets that are not exchanged will be automatically refunded within 30 days of the performance."

 

[yulilin3]

Just a friendly reminder from WebMasterKathy
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[yulilin3]

Please stay on topic. All off topic will be deleted. You can have private conversation using the "start conversation" button

 

[ah10is]

Not sure if anyone has mentioned this (or if this is the right thread) but Cirque sent an email a week or so ago about refunds/exchanges.
Background - I first called Cirque for a refund of our May 7 tickets on 4/6 but they refused and told me to call in "a few weeks". I emailed and got a reply that April performances were being dealt with first and that they would reach out to me asap. A week later I called again and the offices were closed (there were 2 numbers and both had the same message).

The most recent email reads -
"As the performance you purchased has been postponed, we are encouraging you to keep your tickets and contact us to exchange them for a future date.
All tickets that are not exchanged will be automatically refunded within 30 days of the performance."

You might want to follow this Link about Cirque - Drawn to Life refunds!

https://www.disboards.com/threads/how-to-change-cirque-drawn-to-life-reservation.3794977/
I'm waiting for May 19th to be refunded. This is the response I got from them a couple of days ago that you may find helpful!

On 4/24/20 3:14 PM, LasVegas CustomerService wrote:

Thank you for reaching out. Refunds are being issued by performance date in order to ensure that everyone is assisted.

Your refund for your May performance will begin to be processed closer to your performance date.

Thank you,
SL-Internal Ticketing
Resident Shows Division

 

[Meriweather]

This is the last email I received from them

We would like to thank you for your patience and understanding in these difficult times. We are currently processing a large number of orders, so things are going a little slower than usual. Once your tickets have been exchanged, you will receive a confirmation. Again, we appreciate your understanding and look forward to bringing our shows back to you soon! Until then, all the best to you and your loved ones.

 

[CAPSLOCK]

Does anyone know when date-based tickets are "automatically extended" to 12/15 for cancelled dates?

Is it when they announce / update hours to indicate that they'll be closed on the ticket date, or on the actual ticket date itself? Or something else?

 

[Katie1174]

Does anyone know when date-based tickets are "automatically extended" to 12/15 for cancelled dates?

Is it when they announce / update hours to indicate that they'll be closed on the ticket date, or on the actual ticket date itself? Or something else?

Here is my timeline so you know how Disney handled our reservation. Our dates were May 10-18. They sent me the email last Tues 4/21 letting me know that our dates were impacted from the 10-16th and i could cancel, reschedule etc.
Then I noticed on Wednesday morning two of my three after hours parties had dropped off MDE and on Thursday the last after hours party dropped off and Disney on that day also cleared all the park hours from their calendar for the 10-16th. At that point my date based tickets still showed as expiring in May.
My refund of two of my parties showed up in my cc acct on Fri and the 3rd party showed as a pending credit by Saturday morning. Then also on Saturday, my date based park hopper tickets automatically changed now being valid from 5/10/20 thru 12/15/20. At that point I hadnt even officially cancelled my reservation with Disney but they had already changed the dates. I went ahead and officially cancelled with them today.
We are rescheduled for Sept. but may not go if everything isn't open we enjoy, but since my tickets are active until 12/15, I can change the dates on my tickets to next May this fall and pay any small difference.

 

[dmband]

It still blows my mind that Disney isn’t offering to extend peoples tickets FOR THE SAME COST as they paid and/or offering them the same resort discount.

you have family spending thousands of dollars and all though it isn’t your/their fault things need to be cancelled, to then Say you owe us an extra $200 (for example) is a poor pr more.
Or to say, yeah we offered you a discount code to get you hooked and now we will not give you that same rate but feel free to pay extra and come at a later date is sad.

Lots of people here it might not matter too because it seems many of us have more money then lots and/or more options available to visit but the typical family who plans for months if not yrs to go and isn’t a dis junky telling them to rebook for a more expensive time, at a time money is now extra tight, is sad to see

 

[wilkydelts]

It still blows my mind that Disney isn’t offering to extend peoples tickets FOR THE SAME COST as they paid and/or offering them the same resort discount.

you have family spending thousands of dollars and all though it isn’t your/their fault things need to be cancelled, to then Say you owe us an extra $200 (for example) is a poor pr more.
Or to say, yeah we offered you a discount code to get you hooked and now we will not give you that same rate but feel free to pay extra and come at a later date is sad.

Lots of people here it might not matter too because it seems many of us have more money then lots and/or more options available to visit but the typical family who plans for months if not yrs to go and isn’t a dis junky telling them to rebook for a more expensive time, at a time money is now extra tight, is sad to see

Tickets are extended to Dec 15 for no change in price. You can transfer them to any day you see fit without paying the difference.
You can not expect Disney to allow someone to stay at a resort mid summer for the same price they were going to pay for a resort during late April or May when it is the lull between Spring Break and Summer Break. That is unreasonable.

 

[squirk]

Here is my timeline so you know how Disney handled our reservation. Our dates were May 10-18. They sent me the email last Tues 4/21 letting me know that our dates were impacted from the 10-16th and i could cancel, reschedule etc.
Then I noticed on Wednesday morning two of my three after hours parties had dropped off MDE and on Thursday the last after hours party dropped off and Disney on that day also cleared all the park hours from their calendar for the 10-16th. At that point my date based tickets still showed as expiring in May.
My refund of two of my parties showed up in my cc acct on Fri and the 3rd party showed as a pending credit by Saturday morning. Then also on Saturday, my date based park hopper tickets automatically changed now being valid from 5/10/20 thru 12/15/20. At that point I hadnt even officially cancelled my reservation with Disney but they had already changed the dates. I went ahead and officially cancelled with them today.
We are rescheduled for Sept. but may not go if everything isn't open we enjoy, but since my tickets are active until 12/15, I can change the dates on my tickets to next May this fall and pay any small difference.

Impacted May 10-16, but not May 17/18? Interesting that they didn't just tell you that your entire trip was impacted.

I wonder if they have plans for the 17th......

 

[Grnl706]

Impacted May 10-16, but not May 17/18? I wonder if they have plans for the 17th......

I think they're just cancelling one week at a time right now. My understanding is that if they are going to continue be closed past the 16th, the next dates to be impacted would be the 17th to the 23rd.

 

[gottalovepluto]

Tickets are extended to Dec 15 for no change in price. You can transfer them to any day you see fit without paying the difference.
You can not expect Disney to allow someone to stay at a resort mid summer for the same price they were going to pay for a resort during late April or May when it is the lull between Spring Break and Summer Break. That is unreasonable.

Hotels are one thing but to not offer the ticket as valid at the same time next year? That’s them being cheap.

 

[squirk]

I think they're just cancelling one week at a time right now. My understanding is that if they are going to continue be closed past the 16th, the next dates to be impacted would be the 17th to the 23rd.

Makes sense, but at the same time, it's a confusing response for the guest whose trip "spans" the two different weeks. I can see someone legitimately interpreting that as "well, at least they'll be open the 17th and 18th. Maybe we can go for just a few days, then...."

Don't say "these particular days of the trip are impacted"; just say "the trip is impacted".

Also, have past cancellation e-mails followed the same Sunday-to-Saturday window?

 

[yulilin3]

Impacted May 10-16, but not May 17/18? Interesting that they didn't just tell you that your entire trip was impacted.

I wonder if they have plans for the 17th......

They've been canceling just one week at a time.

 

[Katie1174]

Impacted May 10-16, but not May 17/18? Interesting that they didn't just tell you that your entire trip was impacted.

I wonder if they have plans for the 17th......

Like the other poster said, they appear to be cancelling week by week now, Sunday-Saturday. They cancelled the week before ours started from the 3rd to the 9th. The next week to be cancelled will be 17th-23rd. The previous week and my week were both officially cancelled on Thursday, so I expect the park hours for the 17th-23rd will be removed by this Thursday.

 

[Grnl706]

Makes sense, but at the same time, it's a confusing response for the guest whose trip "spans" the two different weeks. I can see someone legitimately interpreting that as "well, at least they'll be open the 17th and 18th. Maybe we can go for just a few days, then...."

Don't say "these particular days of the trip are impacted"; just say "the trip is impacted".

Also, have past cancellation e-mails followed the same Sunday-to-Saturday window?

If I'm not mistaken it's going by your check in date only but I may be wrong. I can understand where you're coming from, it is super confusing. I've been watching the threads for a bit and for May it does seem to follow that Saturday to Sunday window per week.

 

[GADisneyDad14]

Ok y’all, trending too personal/argumentative here. Let’s move on please.

Thank you.

 

[wilkydelts]

Ok y’all, trending too personal/argumentative here. Let’s move on please.

Thank you.

Noted and understood

 

[sponica]

Obviously we don't know how this will actually be handled, but I noticed that as of right now, they have only cancelled my ADRs for days the parks are "officially" closed.

Just something for people who have reservations might skirt the closed/open timeframe to keep an eye out for.