agoofylover
Mouseketeer
- Joined
- Mar 27, 2006
I just got back from our 1st family trip to DL. I wanted to inform all of you of a situation I had with Walt Disney Travel Co. (in downtown Disney). I booked this trip back in January. Originally it was to be all 5 days in anaheim...and then we thought ...why not go to Seaworld, while we are in CA. So, I was going to go down to a 4day hopper and a day at Seaworld. The agent on the phone suggested to me a Southern Cal city pass. It saved us money and would do all this plus universal and the zoo. I said ok, but what if we wanted an extra day at DL? The agent said no problem...I could upgrade for $20 a person at the travel co in DTD. I had called the travel co. over the past 9 months on several occasions for other little questions...and at another time asked another agent the same question about adding a day to our pass. Again, I was told $20 at the travel co. in DTD. Let me say that all agents seemed friendly and knowledgeable on the phone. So, on our third day...before we entered the parks, we went to the travel co. at DTD. I asked about upgrading our passes. I was "helped" by a woman named Suzette (she said she was a supervisor). First I was told that you had to go to the ticket booths for the upgrade...a mistake by the phone agents(no big deal). Then we said, "oh, so we pay the $20 each there then". She said no, you have to pay $50 each because of the savings on the city pass. I said, no...I booked this package based off the $20 upgrade option. She just continued on that their was nothing she could do, because she didn't know the conversation on the phone. I explained that I had asked this on more than one occasion. We booked everything through this company, including 6 nights hotel, mini-van, insurance, character meal and could she please accomondate what her company told us. She was of no help...wouldn't budge! So much for the happiest place on earth. We saved a long time for this trip and were trying to stay within our budget! I was in a dilemma, because park hours were short to begin with and now we had cut into another hour of our limited time. We hadn't been to DCA yet and hadn't finished all at DL! I felt like an idiot, because I was in charge of this trip and now I failed. My husband and sons showed up at the travel co.(they had been keeping busy, while we waited). I couldn't help it...but tears started coming down my face and I just said, "let's go, they want $50 ($250) for us to go instead of $100. They won't help us!" I started to walk out and my step-mom got fired up. She said we paid over $5,000 for this trip you can't afford to keep your people's word? My step mom saw a customer comment business card and asked if she should cal this #. The lady said...and I quote! "Go ahead, but nobody will answer!" ( training they had or something that day). I said that I would report this on the DIS boards, because you guys should know and that lots of people like to read things like this. She said.."that's your right." I said, " I booked this because of the special perks through your travel co., that I could have just used an agent at home." She said smuggly, "They all use us anyway!" (I know they have choices of other company's too, for a fact!!)
So, I don't know what happend, but she finally agreed to research my info and saw the change from 5 days to adding on San diego and the city pass. I said see....and she said she believed me, but that she could do nothing. Then out of the blue she says we can charge the cards for the $250 at the ticket counter and that she will refund me the difference $150 on my charge card + $25 for the incovience. I said thank you. She then got a little nicer....and I can only hope I get the refund. It will take awhile she says. However, we wasted about an hour of arguing, getting upset and whatever that we could have been enjoying disneyland resort. If she just would have done what she finally did at the beginning (when she said she couldn't do anything for us!) So, I just want you to know this if you go to this travel co in DTD. Apparently, she didn't know everything, because when we went to pay for the upgrade at the ticket booth....it only cost us $20 a piece. The phone agents were right!!!!! Unfortunately they just told me the wrong location. It's pretty sad that as much money as DLR makes....we had to go through that! It almost ruined my whole trip!! Just an FYI
So, I don't know what happend, but she finally agreed to research my info and saw the change from 5 days to adding on San diego and the city pass. I said see....and she said she believed me, but that she could do nothing. Then out of the blue she says we can charge the cards for the $250 at the ticket counter and that she will refund me the difference $150 on my charge card + $25 for the incovience. I said thank you. She then got a little nicer....and I can only hope I get the refund. It will take awhile she says. However, we wasted about an hour of arguing, getting upset and whatever that we could have been enjoying disneyland resort. If she just would have done what she finally did at the beginning (when she said she couldn't do anything for us!) So, I just want you to know this if you go to this travel co in DTD. Apparently, she didn't know everything, because when we went to pay for the upgrade at the ticket booth....it only cost us $20 a piece. The phone agents were right!!!!! Unfortunately they just told me the wrong location. It's pretty sad that as much money as DLR makes....we had to go through that! It almost ruined my whole trip!! Just an FYI
her into oblivion for you if Id have been there 
Apparently she didn't want to us to stick around. 
