Why did they cancel my fastpass?

[Cormoran]

I guess I misunderstood this post



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).

OK so let's go through this step by step: Disney advertises " enjoy the confidence of knowing some of your must-do experiences are locked-in before your visit-- with the flexibility to change them on the go." I didn't mean that a guest is locked in with no ability to change, but Disney implies through their advertising that once you make you FP+ reservation it won't change unless you want it to.

The thing that amazes me is when Disney pulls a stunt like the FP switcheroo, people like you are trying to come up with excuses for this lack of customer service. I just don't understand. I love Disney, but that doesn't mean I have to self-righteously support everything they do.

Regardless of your implication, I am not "all worked up" over this situation. I am very disappointed. I am planning an upcoming visit and I have fP+ reservations. So far, nothing has happened to my reservations, but Disney is telling me through their actions that my experience as a guest really isn't that important.

 

[cakebaker]

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...

Who knows, maybe it is a glitch. At any rate, sounds like they're compensating for the trouble and that's what says good customer service to me- not are they perfect, but what do they do when they aren't.

 

[Luckybee]

Residency becomes relevant when you attempt to trivialize the loss of a FP reservation. For someone who can return to the park at any time, the loss of a FP+ may be trivial. But for someone like me who spends $5,000 on a WDW trip it's not. I expect my FP+ reservations to be locked in, unless there is some sort of ride malfunction. I don't expect every ride to be up and running when I visit the parks, but I do expect FP+ rides that are scheduled for maintenance to be removed from the FP+ pool prior to the 60 day window. I don't think this is an outrageous expectation.

Perhaps you hadn't lowered your expectations enough yet

 

[Cormoran]

Perhaps you hadn't lowered your expectations enough yet

Seriously, I "got all worked up" ( maybe it's hormones) and I didn't lower my expectations when it comes to Disney's customer service! My bad

 

[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.

And now that I've had some time to figure out what this was all about, I realize that the above post is not referencing anything in this thread, but something from Feb. 28th in another thread. I made 1 post in that thread that day, and honestly hadn't read that back and forth between you and LT. I was a little busy enjoying a girls weekend with my best friends (who I don't see often as they live a few states away from me). So, again, please don't assume that a lack of addressing something means agreement. Sometimes there really are other things going on.

I don't agree with it here, and I don't agree with it there either. I hope we can consider that cleared up now.

 

[finedice]

If I order and pay for a steak, but am served a cheeseburger....... is that a first world problem?

Yes! Yes, I think it is!

 

[larryz]

Now this discussion is really becoming absurd.

Unless you're saying that, once I make a FP reservation I am locked into that and am subject to penalty if I decide to change to another ride or time, or go to a different park.

From your mouth to Iger's ears...

 

[finedice]

And sure, maybe this is a first world problem, but maybe you don't have a autism spectrum kid who would be devastated if Space Mountain is closed.

Love to you and your family - It's important to all of us for our own reasons...

 

[finedice]

Obviously, this was not an emergency. If it was, I don't think anyone would have an issue. But guests are expected to make ride reservations 60 days out. Do you really think it is too much to expect Disney to plan maintenance closures prior to the 60 day window opening?

No, but I do think there are priority vs, urgent, vs. immediate, vs. emergency levels... Likely something is wrong, but what the corrective action / monitoring of status of that problem is, is info we are not privy to.

They have an issue, and they are trying to get through their second biggest sustained crowd level season without closing it down; addressing the problem as soon as the crowd levels / reservations slow down slightly

 

[Lisa loves Pooh]

Where does Disney post it's official refurb dates? I can only ever find them on 3rd party websites.

I see then sometimes as a new release.

But you are right, they are not on the main website. I don't know why that is. I am not sure other theme parks publicize outside of news releases either.

 

[JimmyV]

Who knows, maybe it is a glitch. At any rate, sounds like they're compensating for the trouble and that's what says good customer service to me- not are they perfect, but what do they do when they aren't.

To me, good customer service is getting your "stuff" together after 3 days of confusion and misinformation. It is not giving people a band-aid whilst continuing to give callers conflicting information, some of which, by definition, must be wrong. Good customer service is not giving people free desserts when their entrees are inedible. It is going into the kitchen and solving the problem so that people can enjoy their entrees.

 

[madelyn]

Traveling with a party of 8 in a couple of days. We had all our FP + set and about 2 weeks ago, I noticed the FP + for my BIL and nephew were gone. We're not sure what happened. Customer service seemed to not think it was a big deal even though they could not get Meet Anna & Elsa or Wishes for my BIL and nephew. "Keep trying" was all they kept saying. They gave them a different time for Seven Dwarfs Mine so I had to move the time for all of us to a late at night time. My nephew ended up having to cancel his trip. Last week I was able to get Wishes for my BIL and tonight I was finally able to get Meet Anna & Elsa. But this is after trying for a couple of weeks for many, many times a day. I'm just hoping nothing else just ends up being cancelled.

 

[desamnik]

So I have called twice, left my phone # twice and still have not heard back. So today when I called the woman I spoke with told me "there is nothing she can do about it" and "you aren't the only one this happened to"! OK. I had told her that my son is 16 1/2 and there really aren't that many attractions geared towards his age, so I was trying to make the day for him, as best I could with "Space Mountain, BTMMR, and 7DMT" FP+. She said that SM is down for refurb. 4/20-4/28. I mentioned that they should have to start their refurbs at 61 days out, unless there is an emergency that needs to be addressed. She didn't seem to understand that reasoning. UGH!
I must say that I am disappointed in the way this is handled by WDW. And I don't care if anyone here thinks this isn't a "big deal". for my family it has presented a problem. I have spent hours working on my itinerary trying to accommodate two teenagers, not an easy task.

 

[mom2rtk]

Traveling with a party of 8 in a couple of days. We had all our FP + set and about 2 weeks ago, I noticed the FP + for my BIL and nephew were gone. We're not sure what happened. Customer service seemed to not think it was a big deal even though they could not get Meet Anna & Elsa or Wishes for my BIL and nephew. "Keep trying" was all they kept saying. They gave them a different time for Seven Dwarfs Mine so I had to move the time for all of us to a late at night time. My nephew ended up having to cancel his trip. Last week I was able to get Wishes for my BIL and tonight I was finally able to get Meet Anna & Elsa. But this is after trying for a couple of weeks for many, many times a day. I'm just hoping nothing else just ends up being cancelled.

I was going to "like" your post but somehow that just seemed wrong. Instead, I just want to say I think that's awful. I'm glad you have been able to piece some things together again. But they never should have switched to this program until they could get this right 100% of the time. Yep, 100%. Or at least high enough that reports of glitches like this were so low they could trust them and give back what disappears. I can only assume it happens so often they can't do that. Or they would.

 

[AzzySpazbourne]

So I have called twice, left my phone # twice and still have not heard back. So today when I called the woman I spoke with told me ... that SM is down for refurb. 4/20-4/28 ...

So weird, this is what I was first told last week when I called, but yesterday the lady said there is nothing in the system indicating a refurb, apologized and gave me my FP back for any time for that day. I hope it's going to be operational that day... because now I got a FP back for it and hope it's not useless.

 

[sharona]

Note to self - take screen shots of all FP+ bookings and check them daily right up through arrival

just like our assigned seats on any of the legacy airlines...

 

[JimmyV]

So weird, this is what I was first told last week when I called, but yesterday the lady said there is nothing in the system indicating a refurb, apologized and gave me my FP back for any time for that day. I hope it's going to be operational that day... because now I got a FP back for it and hope it's not useless.

And some people consider this degree of confusion and misinformation to be "good customer service". The ride is either going to be open or closed from 4/20-4/28. How hard is it to get a memo distributed to the customer service reps informing them of this fact with talking points to tell people when they call? Gettin three different answers from three different people is not good customer service, even if one of them happens to toss you an extra FP.

 

[JimmyV]

If you look up "Good Customer Service" in the dictionary, I don't think you will find this......

I just called the phone number in the email, which connected me to Disney internet support, who of course have no idea why they're cancelling Space Mountain fastpasses.

ust called the number in the email and spoke with a rep who said technicians are looking into it as early indications are that it is a glitch of some kind.

I just called the number and they said Space Mountain is "grayed out" on that day so maybe it's going down for refurb but they haven't put it on their schedule yet. They had no idea.

wow that's definitely different info than I got.

All, just got of the phone with Diney Help Center. "Lisa" confirmed that Space Mountain will be down for a "brief refurb" from 4/20 - 4/28.

Ok, so this is royally messed up!! They cancelled my FP for SM on 4/23, but not for 4/21 or 4/24???????

The first person I called said that she couldn't find anything about a SP refurbishment, but the second person said that she just received the info today, and SP is going to be down from 4/20 to 4/23.

But you might find all this if you look up the definition of "cluster..."

 

[Luckybee]

And some people consider this degree of confusion and misinformation to be "good customer service". The ride is either going to be open or closed from 4/20-4/28. How hard is it to get a memo distributed to the customer service reps informing them of this fact with talking points to tell people when they call? Gettin three different answers from three different people is not good customer service, even if one of them happens to toss you an extra FP.

But really to be fair...it isn't just fp+ that has this level of miscommunication at Disney. Although often forgiven by the apologists it seems that this is part of the overall corporate culture. I remember last year trying to find out whether the premium areas at F&W were going to have seating and honestly one would have thought I was asking for the winning lottery numbers. It became apparent that no one I spoke to really had a clue, and that is indicative of improper information flow. Same thing when we booked with friends this year for the Poly. Will the pool be opened or not in May. I got far more info from these boards and Tikiman than I could get from Disney.
Anyone who thinks this type of customer disservice is good has to be relatively young. The current customer service climate(not just at Disney) is quite frankly horrid, and I have found that the only ones who think it is even tolerable are all 30 and under, and who honestly never experienced truly good customer service so that they don't know any better...lol.

 

[Luckybee]

If you look up "Good Customer Service" in the dictionary, I don't think you will find this......















But you might find all this if you look up the definition of "cluster..."

Is that in the dictionary ?