What to do when you're furious with Disney??

[FSUMARCHIEF]

Oops, this is actually GADISNEYGIRL again...just posting under my husband's screen name instead of my own!

Please reread my post...I said that on my FIRST reading of your post, that it sounded like you were trying to "work the system." But later in my post, you can see that I was trying to understand and empathize. And I didn't suggest that you were cheating anyone--I even supported your use of what could be considered a non-transferable ticket, once you read through the rest of my post. We all try to work the system to some degree, or we wouldn't be looking for codes or discounts or anything.

However...(not applicable to your DH's Boma question)...but what you were trying to do with the tickets is out of the range of "normal" for what the CM's usually deal with...MOST people will use their park tickets for the same stay for which they bought them...that's the whole point of the package. You just confused them (and some of us )

I like another poster's idea of various levels of phone CM expertise...

cheers

I was not intentionally singling out your original post re: working the system; rather I was trying to make the point to EVERYONE that we were not trying to "cheat" Disney or do anything that wasn't permissible. That's why we called so many times to verify that what we were wanting to do WAS permissible!

As I mentioned, we've never dealt with a package before. We've always had tickets in hand when we checked in, and then (sometimes) they transferred the info to our room key, and we therefore did not have a separate ticket, but one with our name on it. As we were thinking about it, I realized that this ticket would have MY name on it, which is what prompted call #6~to see how we would handle that. However, on our most recent visit, in which we DID go into the parks (February), we were issued paper tickets, NOT tickets with our names on them. At that point, the MYW tickets were already in use, and yet we still were issued paper tickets (separate from our room key) until we asked them to put it all together. Having not been there since February (in the parks) and having never used a package before, we didn't realize that the ticketing system would now be different.

Again, I stress that at this point, our issue is not with the ticket scenario not being workable for us (AS WE WERE TOLD FIVE TIMES), but the fact that we were given incorrect information FIVE times. If ALL Disney tickets are non-transferrable, as someone else mentioned, then WHY does every CM not know that? That is an easy enough question, is it not? Can he use the ticket, or can't he? If they had told us that he couldn't the first time we called, we would never have even considered the package, and therefore would not have wasted their time OR ours with all of this nonsense. I repeat: our issue is with the lack of knowledge/communication at CRO. Although our situation itself may seem complicated to some of you, our question was quite simple. We were just looking for a simple answer!

 

[edingerc]

I don't consider this all your fault. While I do think that someone who has visited that many times should know that tickets are non-transferrable (just to keep from getting scammed by roadside stands and EBay ticket sales scams), the majority of the blame has to go to the CM's.

When you work Customer Service, the first thing you have to be taught is how to translate what the customer is asking for, to get at what the customer is really saying. And this is rarely the same thing! The CM's should've seen that this was a ticket transferrability question first thing, and not get sidetracked by "when the clock starts" on the tickets.

I'm sure if they had reminded you that tickets are non-transferrable on your first call, you would've hit yourself in the head, said "Oh, that's right," and gone on your way, not upset at all.

 

[84disney]

We are going for a grand gathering in Oct. I have a question on this topic of tickets per room. My parents are in one room, and for number's sake, we have placed our 3 year old in their room. They do not want as many days in the park as the rest of the grand gathering peeps. My three year old DS does!! We purchased only one day base passes for their room. The rest of us will have more days, ph, and nxp. We did want to give my parents one more park day to dine at a special place they were interested in. If we upgraded them to 2 base days, could we "rightly" take DS pass and upgrade him at the gate for a pass more like ours? We have 4 rooms and, like I said put DS in their room for numbers only, to pay correctly and honestly. He won't sleep with them, he will stay with us. I guess if we can't just upgrade DS pass, we could save the 2 days of his for later...but a waste...and just buy a pass more like ours at the gate. Any help or suggestions?

 

[Troy08]

Holy Cow, what a confusing story. I can see why the CM's would be unsure of what to tell you. After the third different person, I would have called back and insisted on speaking to an experienced supervisor. I think they planned D-Day easier then some Disney vacations!

 

[headoflife]

I really don't think this is that confusing of a question. The official answer to the Op's question would be that the tickets are not trasferrable. Posters here on the Dis cam up with 2 different ways this scenario could have worked for the OP. She could have put her friends names both on the room, and she could have simply stayed in the room insted of her friends husband. Her friend could have used her KTTW to pay for the meals, since they are all accessible from each key. Alternatively they could have put the correct names on the room, and then upgraded them to the correct tckets at the time of their later visit. If we can figure all this out, CMs at CRO shopuld be able to. I, too have had to call multiple times to get an answer to a question, and while it is understandable that some questions are more complx than others it does not excuse having to call several times in the hopes of getting some sort of majority opinion!

 

[eeyore0062]

We are going for a grand gathering in Oct. I have a question on this topic of tickets per room. My parents are in one room, and for number's sake, we have placed our 3 year old in their room. They do not want as many days in the park as the rest of the grand gathering peeps. My three year old DS does!! We purchased only one day base passes for their room. The rest of us will have more days, ph, and nxp. We did want to give my parents one more park day to dine at a special place they were interested in. If we upgraded them to 2 base days, could we "rightly" take DS pass and upgrade him at the gate for a pass more like ours? We have 4 rooms and, like I said put DS in their room for numbers only, to pay correctly and honestly. He won't sleep with them, he will stay with us. I guess if we can't just upgrade DS pass, we could save the 2 days of his for later...but a waste...and just buy a pass more like ours at the gate. Any help or suggestions?

This will not be a problem. Order your child's ticket the same as your parents, and when you get there, upgrade his to match yours. It will not cost anymore to do it that way than it would ahead of time, and it will keep your parents from having to pay for more than what they need.

 

[imatoad]

Sorry, you lost me into the second paragraph, sounds like a lot of trouble to me. I agree, no wonder the CM's didn't get it right, way too confusing.

 

[FSUMARCHIEF]

What's so confusing folks? I'm her husband - and the one who actually made the phone calls. We bought a package for the girls to go for a weekend in Sept. - without using the tickets. The tickets would then be used in February when our families go together. I never thought about the tickets being non-transferrable - and no CM I talked to ever mentioned it. I explained the situation every time I called in a very simple way, and always said, "Does that make sense?" Each time I was told "Yes that makes sense." The only confusion came from CM's with regard to the issue of no exiriration. They never once said Keith would not be able to use the ticket instead of Rhonda.

What's makes this whole situation confusing is that the CM's all had different information - until we got the one on Tuesday night that seemed to know what she was talking about. (Even though she didn't know Boma's was not inside the park).

What makes me "furious" about this situation is that I sing the praises of the Disney company's Quality Customer Service almost every day. We have bragged about it to this family we're going with in February which is part of their excitement about going, because Disney is SO SPECIAL! They're response the other night after having had to change our plans was, "I guess Disney is just like every one else."

Well Dadgummit, they're not supposed to be. They set the standard in the industry with regard to employee training and guest service. But it seems that every time you come on this Board, and now with our experience, Disney is beginning to fall back into the lower standards set by everyone else. I know there are many other places where DIsney is so far above everyone else with regard to customer service that the others can't even see Disney. But it appears that some of these folks at CRO are lacking in their training or just don't care to make EVERY Disney experience magical - even making a reservation.

Our situation was not confusing. It became confusing because of CRO giving a different answer each time we called.

God bless!
Mark (we're still believing in Disney magic)

 

[DisneyWisher]

Mark, Since they are still offering the free dining book it. Just get the 1 day ticket that you all can upgrade later. I'm also an AP holder and had never bought a package til they offered the free dining. We bought the package and just got 1-day tickets since we already have the APs. Our APs are not up til March, I'm hoping they will give us a paper ticket to make it less of a hassle when we do finally upgrade the 1 day into new APs. By buying the 1 day ticket you know that you don't have to worry about it expiring because it won't be used til Jan or Feb. Maybe while the ladies are there they can take a trip to one of the parks and go talk to Guests Services there (the outside guests services do not confuse this with the ticket windows, usually GS is to the right of the ticket windows). They will KNOW the answers. I think of the reservationists as that just people that do the booking. Its like asking the person that seats you in a restaurant whats in the sauce. They just know the basics. Is it wrong? Sure, but when you consider sometimes they sub-contract it out you never know who you might be talking to. Another thing, I swear these people never give you their correct names, so the chances of you ever talking to them again is slim to none. So they will sometimes give you the answers you want to hear. Thats why DIS is so great because most likely someone has already been through that dilemna.

Good Luck and I hope the Ladies have an awesome time.
Shirley

 

[84disney]

Thanks for the help on my a little off the topic question. That's what we'll do. Could I upgrade at GS at my hotel, or at the park?

I do not think the op story was at all confusing. Many people have said right here on these boards that they are planning on saving their one day base and activating it later....for various reasons. Some have even said they would use it on another trip or give it to a family member to upgrade later. I guess that it is not considered transferring because no one ever used it and then tried to share it with someone. Maybe that is where the dissagreement comes in. It sounds fair to me, and the op showed their honesty by calling and asking several times if this was permissable. They were more than willing to do the right thing...their frustration came from never getting a clear answer. That is frustrating. It appears to me that all parties involved are coming back again, but like the OP, I would do whatever the real rule was; I would just like to be clear on what that was, and if my plan was OK.

OP- I hope you have a wonderful time on all the disney trips that go along with this plan. It sounds like a good plan to me. AND I was sad yesterday when I thought you may miss out on free dining. I think you should do as some of the peeps have said here and try again. God Bless!!

 

[FSUMARCHIEF]

84 Disney - we went ahead and repurchased the package, but will use the ticket for Rhonda and upgrade it an AP later. They told me that upgrades happen at ticketing, which I'm guessing is guest realtions. Hope that helps!

God bless!
Mark

 

[84disney]

I am soooo glad you got the deal to work out and get some fun and free dining on a girl's weekend! All my family that are going on the grand gathering feel so blessed to get in on the free dining. We are WAY excited!!!

Have Fun!!!!!!

 

[eeyore0062]

Please do not confuse Guest Services with Guest Relations. They are 2 different entities and can do different things. You will need to visit Guest Relations for more complicated ticket issues. You will find them at Magic Kingdom to the right of the turnstiles and inside at City Hall, on your left after you go through the train station. At Epcot, they are located also to the right of the turnstiles, and to the left of Spaceship Earth once you enter the park. There is also a 3rd location at the International Gateway entrance if you are entering from the Epcot resorts. At Disney MGM, Guest Relations is located between the kennel and the small gift shop to the left of the turnstiles and on the left once you enter the turnstiles, before you get to Cyd Cahugas. At Disney's Animal Kingdom, you can find Guest Relations to the left of the turnstiles before entering, and also to the left, immediately after entering the turnstiles. If you want to take care of this without entering a park, you may visit one of 2 Guest Relations locations at Downtown Disney. The lobby is located in the Marketplace between Ghiradelli Chocolate and Soda Shop and Team Mickey's Athletic Club. The ticket window (which usually takes care of may will call and group sales) is located on the Westside in a freestanding round building to the right of Wetzel's Pretzels as you are looking at the lake.

Any of these places can take care of your ticket needs, upgrades and questions, as well as making Priority Seating arrangements, etc. Most of the more complicated ticket issues are taken care of at Guest Relations.

Guest Services are located in the lobbies of the resorts, although some may now go by the name of Concierge, and at the waterparks. They are not capable of taking care of some of the more challanging ticket needs.

Hope this helps!

 

[84disney]

Thanks! We are eating at RFC at DTD the night we come in. I'll stop by and get the one ticket upgraded. Thank you....I prob would have gone to the wrong place.