When you cancel a package booked with Universal

[creativeamanda]

When you cancel a package booked with Universal, how long does it usually take for the refund to be issued and in what manner do they issue it (charge back to cc or check refund)? I canceled a trip on February 24, and have not heard from them. With Disney it only takes three days. I don't know why Universal takes so long, and it may be a reason for me never to go.

 

[damo]

If you booked a package, you are dealing with a travel agency called Universal Orlando Vacations. They have different policies than the actual hotels themselves. Give them a call and see what the hold up is.... 800-711-0080

We've had people report here about very long waits for both Universal Orlando Vacations and Disney refunds as well. Universal Orlando Vacations website says to please allow 2-3 weeks for refunds. http://www.universalorlandovacations.com/misc/termcon.asp If that time has passed, you should give them a call.

Your refund should be the same as your payment.

Universal is different from Disney in that the parks and the hotels and I believe the travel agency are different managements. You get your tickets from one organization and your hotels at another and you book packages through another. This may be why they need more time to issue refunds as they are dealing with more than just one company. I know when I have made hotel cancellations, my deposits have been refunded within a couple of days.

 

[creativeamanda]

Tomorrow would be three weeks. I guess I need to wait at least until Monday.

 

[damo]

Tomorrow would be three weeks. I guess I need to wait at least until Monday.

I'd wait until Monday and if you still haven't heard, then definitely give them a call and light a fire under their butts.

 

[pigletto]

I had the exact same issue. It took another call. I think it was 6 weeks before the return. I do know that it showed up on my card 2 days after my call.
If you look back in this forum I did make a post about it at the time too.
I hope this is resolved for you soon

ETA) And while I would never be able to prove it I did get the distinct impression that it had never been put through in the first place.
There were a number of reasons for that feeling, but it can't hurt to check on the status and make sure it was processed originally.

 

[Metro West]

I don't know why Universal takes so long, and it may be a reason for me never to go.

I don't understand this last statement. You mean you wouldn't travel somewhere because they take too long to refund when you cancel? How many times are you going to cancel? I'm sorry...but that's a pretty silly reason not to go somewhere because they take too long to refund a cancellation.

I hope you get this straightened out soon but to say something like that just doesn't make sense.

 

[creativeamanda]

I don't understand this last statement. You mean you wouldn't travel somewhere because they take too long to refund when you cancel? How many times are you going to cancel? I'm sorry...but that's a pretty silly reason not to go somewhere because they take too long to refund a cancellation.

I hope you get this straightened out soon but to say something like that just doesn't make sense.

And it's my prerogative if I choose to let that be the reason. Actually, I am convinced I won't go or give them my money now. I called this morning based on the previous poster and was told that although the trip had indeed been canceled, my information was never sent to accounting. The person I spoke to acted like it was my fault.

I'm sorry, but if that's the way they do business, no thank you.

But honestly, if you don't like my reason, then it's your personal problem, not mine.

 

[damo]

And it's my prerogative if I choose to let that be the reason. Actually, I am convinced I won't go or give them my money now. I called this morning based on the previous poster and was told that although the trip had indeed been canceled, my information was never sent to accounting. The person I spoke to acted like it was my fault.

Sounds like a bad employee. How did they figure it was your fault?

 

[Metro West]

And it's my prerogative if I choose to let that be the reason. Actually, I am convinced I won't go or give them my money now. I called this morning based on the previous poster and was told that although the trip had indeed been canceled, my information was never sent to accounting. The person I spoke to acted like it was my fault.

I'm sorry, but if that's the way they do business, no thank you.

But honestly, if you don't like my reason, then it's your personal problem, not mine.

You're right..it is my problem but I'll manage to make it through somehow.

You shouldn't have been made to feel like it's your fault when it clearly wasn't. Since Universal doesn't own the hotels like Disney owns theirs, there are different processes for refunds and sometimes they take time...that's just the way it is.

I hope you enjoy your trip...wherever you decide to go.

 

[bumbershoot]

FWIW, when I cancelled a package the refund was there in *days*.

But I called to cancel, as it seemed the best idea to me. That way the person on the other end can actually click whatever they need to click to get it through to the refund people (which is mystifying that they've added this extra step to a refund process, why not automate it?).


So it's NOT Universal policy that refunds take ages. Just seems to be a glitch. LIke the glitches that have been happening down the road at WDW, where entire reservations seem to have been made in error?

Or it's a problematic employee, just like the WDW CM who told me all sorts of odd things about travel and the parks, because he just had no idea what he was talking about (he hadn't flown since before 9/11 and didn't know that some things were worse and other things were better (like one way tickets not generally being massively higher than roundtrips)).

You can get glitches and bad employees anywhere!

Universal parks are just so great I hate to think of someone missing out on everything awesome because of a bad employee or computer glitch. Feels like shooting yourself in the foot; no one's losing out but you.

 

[pigletto]

I will expand a bit on my earlier issue with this in case it helps.

When I originally called to cancel the rep who cancelled must have said to me at least 5 times, and very pointedly, "MAKE SURE TO KEEP YOUR RESERVATION NUMBER IN CASE YOUR REFUND DOESN'T COME."

I thought it was odd of course. So when it didn't come I called. This rep checked.. made a few "Hmmmm" type noises and said she'd need to put me on hold for a moment.
10 minutes later she came back on to say to give it a few more days. That's an awfully long time to be put on hold for that info.

I was left with the distinct impression that something had gone wrong and they didn't want to say that to me. And lo and behold it was there 2 or 3 days later.
Which again makes me think it was pushed through after I called the second time.

No big deal, and it won't stop me from going.. but I really do think there is a glitch like someone else mentioned.

 

[creativeamanda]

pigletto--I was put on hold for a long time, as well. She said, "Let me check on this for you." Then she told me it was with accounting and to give it two more weeks and then asked why I booked a trip that I was not going to go on. Like, what? Why would I book a trip if I knew from day one it was not going to happen and what business was it of hers why I canceled?

I've never waited more than 4 days for a refund from Disney Travel Company, and I have no clue why Universal seems to be so slow. If it's policy to keep their customers waiting (and it seems to be), then I say they don't want my business and I therefore won't give it to them.

 

[pigletto]

pigletto--I was put on hold for a long time, as well. She said, "Let me check on this for you." Then she told me it was with accounting and to give it two more weeks and then asked why I booked a trip that I was not going to go on. Like, what? Why would I book a trip if I knew from day one it was not going to happen and what business was it of hers why I canceled?

I've never waited more than 4 days for a refund from Disney Travel Company, and I have no clue why Universal seems to be so slow. If it's policy to keep their customers waiting (and it seems to be), then I say they don't want my business and I therefore won't give it to them.

I can see a rep saying "Oh I'm sorry you have to cancel, will you be able to come at another time?" or something similar and caring. Asking "why you booked a trip you wouldn't be able to go on..." would have got a big fat "None of your beeswax" from me as all

The tone for their mistake would have upset me too. It's all in the rep you get I guess. A mistake is a mistake. I'm sorry you got someone who made the whole company look bad. A simple "We're sorry" would have gone a long way for you I'm sure.

 

[Brit_Jude]

I am always amused or confused that people compare and expect Disney and Universal Orlando to be the same.

They are two different companies with two different business models. The hotels are run by a separate company, the travel agency for packages another than the parks.

I've had some problems with my Disney booking for May and had different information from 3 people and I also had to tell them how Magical Express works.


Was it frustrating trying to sort it out yes. Does it make me not want to go - no.

 

[pigletto]

I am always amused or confused that people compare and expect Disney and Universal Orlando to be the same.

They are two different companies with two different business models. The hotels are run by a separate company, the travel agency for packages another than the parks.

I've had some problems with my Disney booking for May and had different information from 3 people and I also had to tell them how Magical Express works.


Was it frustrating trying to sort it out yes. Does it make me not want to go - no.

I would have to agree. I'v had different issues, but more of them with Disney. That's why I mentioned it really depends on the rep that you get. I've had just a ton of hassles with ME, including get all someones else's travel documents and luggage tags one year
However I sympathize with the OP because while Disney has made several mistakes on my reservations, they have never been anything but apologetic about it.

 

[damo]

I've had issues with Disney as well. One at guest services at AK last June with one CM who "couldn't do anything for me". Another CM took over after I sat at the back of the Guest Services and tried to figure out what to do. The second CM solved the problem and actually gave me a fastpass for the time I had wasted with the first CM. Ticked me off for wasting my time with the first person and her refusal to help while I could have been in the parks, but that didn't stop me from continuing to go to Disney.

I'm not going to cut off my nose to spite my face.

Although I agree that the person at the travel agency treated you rudely, you don't know that the refund delay was their fault. It could have been the fault of Loews accounting department, who would have had to refund your deposit to the travel agency before the travel agency could refund it to you. It isn't like Disney where all money goes in the same coffer.