Why did they cancel my fastpass?

[JimmyV]

I love these. Do they have a pair with frozen characters on them?

There are lots of threads here on how to decorate your own.

 

[Cormoran]

I really think people need to put this into perspective and not treat it like Disney doesn't care about its customers. If they didn't care I don't think they would send notice in advance and wouldn't try to provide some compensation or accommodation for people who feel like they were inconvenienced by it.

Let's review:
1. If they cared about their customers: why didn't they wait on the refurb until day 61 or later?
2. If they cared about their customers: Why didn't the e-mail notification of the switcheroo include an explanation for the switch and a notification that the guest would be receiveing an additional FP for their inconvenience?
3. If they cared about their customers: Why are the affected guests having to call WDW for additional information?
4. If they cared about their customers: Why are some of the affected guests having to call WDW to get an additional FP?

You and I have totally different ideas about what good customer service is.

 

[Angel Ariel]

I really think people need to put this into perspective and not treat it like Disney doesn't care about its customers. If they didn't care I don't think they would send notice in advance and wouldn't try to provide some compensation or accommodation for people who feel like they were inconvenienced by it.

First, to be clear, I was not one who said they didn't care about their customers. I do, however, think their customer service on this issue was lacking.

They aren't informing people that space is closed during that time.

1. People received notice their fp+ was cancelled - my understanding of the thread is that people found out why by calling, not because Disney notified them telling them space was closed.
2. Not all fp+ during the time CMs are saying space will be down have been cancelled. There are multiple posts from DISers in this thread that have not received such notice even though they have fp+ for space during that time frame.
3. the closure has not been announced or listed anywhere.

given that not all DISers have been informed of the closure or had their fp+ cancelled despite having fp+ for space during that time frame, it is not a stretch to extrapolate that there are other onsite guests who have not received this information as well. And that's not even going into offsite people. I sincerely hope disney makes this public knowledge before the 30 day mark.

As for their recovery - as others have agreed with as well, guests shouldn't hace to know to ask for a 4th fp+ or an anytime fp+. When they do this within the fp+ windows, it should be an automatic email. There is absolutely no reason they can't do this. They do it when the rides go down temporarily in the parks every day. They have the technology.

The poor communication in circumstances like these is not new, and IMO, there is no excuse for that.

 

[wisblue]

You and I have totally different ideas about what good customer service is.

And I think you and I have totally different ideas about what is important and worth getting worked up about and what isn't.

And also a totally different idea about when you are locked into something and when you aren't. I have FP reservations for an upcoming trip and I don't consider myself to be locked into any of them.

I guess we should just leave it at that.

 

[Angel Ariel]

Why is it when someone doesn't like.something Disney does, it is equated to "getting worked up over"?

People are capable of disagreeing with something, and having a strong opinion on it, without getting worked up" over it.

 

[juliekzp]

FYI -- I just called a third time, and for a third time was told April 20-23.

 

[Cormoran]

And I think you and I have totally different ideas about what is important and worth getting worked up about and what isn't.

And also a totally different idea about when you are locked into something and when you aren't. I have FP reservations for an upcoming trip and I don't consider myself to be locked into any of them.

I guess we should just leave it at that.

You're the one who started this conversation by saying how absurd the loc-it discussion in post 104, even though it was Disney's ad campaign. I notice you don't respond to my examples of poor customer service. I guess those real world examples will be ignored because they are indefensible.

 

[JaxDad]

I think you all are just using the term "locked-in" differently. The difference is whether you are locked-in to be reasonably guaranteed to have the ride available when you arrive (like a room reservation with a cancellation policy) or whether you are locked-in and can't change it (like a room reservation with no cancellation policy).

By the way, they still use the term "lock-in:"

https://disneyworld.disney.go.com/plan/my-disney-experience/fastpass-plus/

"Enjoy the confidence of knowing that some of your must-do experiences are locked-in before your visit—with the flexibility to change them on the go."

It sounds to me like they are selling it as the first "locked-in" definition, i.e. a reservation with a cancellation policy.

 

[wisblue]

You're the one who started this conversation by saying how absurd the loc-it discussion in post 104, even though it was Disney's ad campaign. I notice you don't respond to my examples of poor customer service. I guess those real world examples will be ignored because they are indefensible.

I didn't respond to those questions because I didn't think that my responses would really accomplish anything. But, if you'd like I will answer them.

But, if you're going down this path I notice that you haven't answered my question about how a customer is locked into anything by making FP reservations. Are you ignoring that because you realize that there is no answer to that?

 

[LJD2143]

As of right now I still have my 4/25 FP for SM in MDE and no email yet cancelling.....

Me too.
FP+ for Space Mtn on 4/25 still there....

 

[wisblue]

Let's review:
1. If they cared about their customers: why didn't they wait on the refurb until day 61 or later?
2. If they cared about their customers: Why didn't the e-mail notification of the switcheroo include an explanation for the switch and a notification that the guest would be receiveing an additional FP for their inconvenience?
3. If they cared about their customers: Why are the affected guests having to call WDW for additional information?
4. If they cared about their customers: Why are some of the affected guests having to call WDW to get an additional FP?

Since you asked for my answers to your questions, here they are:

1. I have no idea why this is being done and what the decision is on the timing. I don't even know if the ride is being closed for refurbishment or some other reason. Maybe someone is going to be filming a movie scene in the area and the ride will be unavailable. I just don't know.

2. I don't know how much of an explanation Disney should provide or how much difference that would really make. When you are sending an automated message to possibly thousands of people it's better to focus on the what instead of the why. The people who really want more of an explanation can ask for it. As for the additional FP, I doubt if they really are giving everyone an additional FP automatically.

3. See my answer to 2. Nobody has to call for additional information. A customer who gets the notice and either accepts the replacement they were given or goes and changes it to something else doesn't have to do anything more. That's what I will be doing if I get a notice like this relating to any of the FP reservations I have for our upcoming trip.

4. Again, see my answer to 2. I suspect that they aren't going to just give this to everybody.

I worked for many years for a company that dealt with the consuming public and I often had to work with marketing, advertising, and operations departments when things were going to happen that affected the customers. There was often discussion about how much the customer really needed to know to understand how they and/or their products were going to be affected. There is a fine line between giving the right amount of information and giving too much information that only serves to confuse the customer. It was never a matter of not caring about the customer.

I would never jump to the conclusion that what a company or a person does is indefensible unless I know all of the relevant facts, and especially when the worst case impact on anyone is not that great. It's not like we are talking about a company going ahead with a product even after it knows that it creates a major safety hazard but decides that it is cheaper to deal with a few injuries or deaths than to fix the problem.

 

[Cormoran]

I didn't respond to those questions because I didn't think that my responses would really accomplish anything. But, if you'd like I will answer them.

But, if you're going down this path I notice that you haven't answered my question about how a customer is locked into anything by making FP reservations. Are you ignoring that because you realize that there is no answer to that?

I'm sorr,but I never said customers were locked in. I took the ad campaign to mean that guests could "lock in" their rides using FP+. But if that is one of the selling features of FP+, I don't think Disney should take a ride out of the inventory after the booking FP+ window has opened. I am not referring to emergencies.
No, you don't need to respond further.

 

[cakebaker]

Why is it when someone doesn't like.something Disney does, it is equated to "getting worked up over"?

People are capable of disagreeing with something, and having a strong opinion on it, without getting worked up" over it.

I said the same thing when I was told I working myself into a tizzy and needed to calm down. It goes both ways, but no one had an objection then. Funny how that works sometimes.

 

[SweetieinVT]

FYI -- I just called a third time, and for a third time was told April 20-23.

I hope this is right. If it's down 4/20-28 we would not get to even try to get on.

 

[wisblue]

I'm sorr,but I never said customers were locked in. I took the ad campaign to mean that guests could "lock in" their rides using FP+. But if that is one of the selling features of FP+, I don't think Disney should take a ride out of the inventory after the booking FP+ window has opened. I am not referring to emergencies.
No, you don't need to respond further.

I guess I misunderstood this post

Well, it is locked in on the guest's part. From Disney's side? Not so much.

and one or two others on this thread that said that Disney expects guests to commit to their schedules through ADR's and FP+ reservations.

I don't think these reservations lock in or commit a guest to anything (except for the 1 day notice to cancel an ADR at some restaurants or pay the no show fee).

 

[Angel Ariel]

I said the same thing when I was told I working myself into a tizzy and needed to calm down. It goes both ways, but no one had an objection then. Funny how that works sometimes.

I didn't see that phrase used. I've been checking in to the thread quickly between various appointments for my Dd all day today. I've skimmed a lot. I don't think anyone in this thread has been worked up at all, and don' t agree with it being used to describe anyone here. Dont assume that a lack of addressing something means someone agrees with it. Sometimes there are other things going on.

 

[cindyfan]

Maybe we should stop jumping through all these hoops......... just show up each morning and say "where do you want me to go?"

And BTMRR must be closed April 27-30 because I can't get FP+ for it any of those days.

 

[grimley1968]

The bottom line is that WDW is expecting you to commit to your schedule (which parks, which ADRs, which rides) 60 days out. You should be able to expect them to do the same.

This perfectly sums up my feelings on this matter, and I am sorry for those whose plans are affected by this on such short notice (even though you're expected to "lock it in" much earlier). It all boils down to simple customer service, which Disney used to excel at, but now which seems to be disappearing, with the most notable examples occurring in the implementation of FP+.

To loosely paraphrase a scene from Wedding Crashers:

Disney: You better lock it in.

Guests: No, you lock it in!

Disney: You lock it in!

Guests: You lock it in!

Disney: You lock it in!

Guests: Lock it in!

 

[ModernArtist]

And BTMRR must be closed April 27-30 because I can't get FP+ for it any of those days.

It is down. But that has been officially announced already.

 

[AzzySpazbourne]

I hope this is right. If it's down 4/20-28 we would not get to even try to get on.

I just called back today after not hearing/seeing anything official. "Roma" confirmed that there was no scheduled maintenance or rehab on the ride for April and was not sure why people were getting canceled. She credited us with the 4th FP for Space Mountain for any time on the 23rd. She was not sure why other CMs have been saying why there's a rehab on SM on 4/20-23 (or 28) because she said its simply not true, but now I have another FP for SM in addition to my other 3 (initial 2, replacement of my auto replacement... If that makes sense... And my "anytime SM")... This is crazy, but she said we should be good to go. Also, when I called and mentioned the cancelled FP for SM in April she didn't even seem to hesitate...