What department should I talk to?

[isabellea]

I have to cancel our July trip. I got a last-minute call for a surgery appointment to remove a tumour in my parotid gland (was non-cancerous back in November) and with the current hospitalization numbers going up, I didn't want to refuse the date so I can go on vacation and risk the province cancelling all non-urgent surgeries again since my tumour can turn into a very aggressive cancer or cause face paralysis if I wait for too long. Back in December, the surgery was supposed to happen within 4 months as per my ENT doctor but Covid 6th wave changed everything.

I had the almost-perfect trip planned so it really suck to cancel!! That also mean I will loose money for the Typhoon Lagoon H20 special after hour event on July 23rd and I will need to pay to upgrade my non-expiring Canadian Kid ticket from 2017 to a current adult ticket because my youngest turns 10 on July 22nd. I will also need to upgrade my oldest dated tickets to a new date before it expires. Luckily, my ticket and DH's are non-expiring Canadian tickets.

Which number should I call and which department should I talk to to upgrade the tickets? I don't have a long-distance call plan so I want to avoid being transferred multiple times and want to minimize call time as much as possible. I'm hoping for a little pixie dust but I'm accepting that I will probably be out of close to 1000$ (special event tickets+upgraded tickets). We don't have a new trip booked yet but I'm looking at the very expensive week after Christmas or after New Year since the kids only go back to school on January 9th.

Finally, do you think I could donate those H2O tickets to a charity like Give Kids the World? Any other ideas so they're not completely wasted? I have 3 adults and 1 kid ticket.

 

[dancin Disney style]

I can't help with who/where to call but it's rather likely that when you explain your situation they will refund you....maybe your original form of payment or maybe gift card. They are pretty lenient with stuff like that. If it were me and I was told that I would not get any form of refund I would hang up and call back later to try another CM.

 

[mort1331]

1 888 870 9173....try this number for disney..should work...also explain what has happened..that your coming back..and they might sprinkle pixie dust on the h2o tickets ...good luck

 

[bababear_50]

Hi Hon
I just wanted to say I am so sorry you are having to cancel BUT I am overjoyed that they are able to get you in to have this operated on. Yes time is of the essence here and try to just think of it as being Pixie Dusted with a special kind of *health dust*.
Plenty of time to plan those special holidays with hubby & the kids soon.

Special Hugs being sent your way.

Mel

 

[ottawamom]

Best of luck with the call and your operation. We all deseve a little break these days. Hoping you get a little pixie dust sprinkled your way.

 

[isabellea]

Thanks to all of you!

I just finished a 2h call (1h on wait from a call-back) and I got pixie-dusted!! First, I talked to a cast member at Guest services who put in a request for a call-back from a ticketing CM. After explaining the situation, he tried to see what could be done but since it was very complex, he transferred me to his supervisor. Wait time was 90 minutes but got the line after 1h. She was able to change my daughter CDN kid ticket (no expiry) to an adult dated ticket (Dec 29th start date) for 20$ (?!?!?!) and change the dates of my other daughter ticket with a start date of July 21st to Dec 29th for 50$. AND she used the value of my daughter H20 ticket to pay for that difference!!!

The value of the other 3 H2O tickets will stay in my account when they expire July 23rd. I cannot believe it!!! After reading so many negative things on Disney customer service going downhill, I was expecting the worst (loosing the value of H2O tickets and having to pay hundreds of dollars to upgrade the CDN ticket) but I got lucky. Nice to have good news for once! Everyone was super nice and understanding and I made sure to answer the survey at the end of the calls to give them all 5*!

Now to start planning our December trip!

 

[ottawamom]

So nice to hear of a positive outcome these days. Gives me hope for the future.

 

[isabellea]

So nice to hear of a positive outcome these days. Gives me hope for the future.

I was so surprised when she said she would only use my daughter H2O ticket value (75$USD) to pay for the upgrades since my best scenario before calling was that they would use the value of all four H2O tickets and I was expecting to cover 100-200$. The CM told me the child CDN ticket that was linked to my youngest was issued in 2016 and after the call, I found in my e-mails that I 'paid' 2850AM for it so approx. 300$CAD!!! Major pixie dust and I'm so appreciative of how professional and nice the 4 CMs I talked to were (guest service, ticketing, supervisor and IT CM for an unrelated issue). Only 5* customer service from them today.

I never asked for a refund, was super patient and told them I didn't mind waiting for them to figure out a solution and I made sure I was extra friendly so I guess it paid off. And now I have a new trip to plan while I recuperate from the surgery.

 

[momof2gr8kids]

Thanks to all of you!

I just finished a 2h call (1h on wait from a call-back) and I got pixie-dusted!! First, I talked to a cast member at Guest services who put in a request for a call-back from a ticketing CM. After explaining the situation, he tried to see what could be done but since it was very complex, he transferred me to his supervisor. Wait time was 90 minutes but got the line after 1h. She was able to change my daughter CDN kid ticket (no expiry) to an adult dated ticket (Dec 29th start date) for 20$ (?!?!?!) and change the dates of my other daughter ticket with a start date of July 21st to Dec 29th for 50$. AND she used the value of my daughter H20 ticket to pay for that difference!!!

The value of the other 3 H2O tickets will stay in my account when they expire July 23rd. I cannot believe it!!! After reading so many negative things on Disney customer service going downhill, I was expecting the worst (loosing the value of H2O tickets and having to pay hundreds of dollars to upgrade the CDN ticket) but I got lucky. Nice to have good news for once! Everyone was super nice and understanding and I made sure to answer the survey at the end of the calls to give them all 5*!

Now to start planning our December trip!

That's awesome. I need to call and upgrade ours soon too. We plan to be there over Christmas and New Years as well!

 

[isabellea]

That's awesome. I need to call and upgrade ours soon too. We plan to be there over Christmas and New Years as well!

Crossing my fingers that you also get some pixie dust when you call! Are your CDN tickets expired or no-expiry?

 

[momof2gr8kids]

Crossing my fingers that you also get some pixie dust when you call! Are your CDN tickets expired or no-expiry?

2 are expired, 2 are the non expiring. I'm not touching the non expiring. Considering using AM to order 2 more tickets for our Christmas trip and save the non expiring for another time.

 

[isabellea]

2 are expired, 2 are the non expiring. I'm not touching the non expiring. Considering using AM to order 2 more tickets for our Christmas trip and save the non expiring for another time.

If you have enough AM, I would do that personally. Who knows what those AM will be worth in the future with them loosing so many sponsors. I just emptied mine to book three nights at Universal (2 at RPR and 1 at Cabana Bay) for first week of January after our stay at WDW.

 

[Sue M]

Glad it all worked out! Good luck with your surgery.