Please tell me how this happened...again

[maxime29]

I hope no one has the same luck we do when it comes to booking our vacations, but here's the story:

We booked our visit to the world back in May of this year. Booked it straight with Disney via phone. We're staying from the 19th to the 27th at the GF. Booked it with Magical Express. This may seem weird to mention that, but here me out. We got our luggage tags in the mail today and magical express luggage labels for TWO people. We are a party of FOUR.

Called up today to figure out why we didn't get our other tags. (And as a sidebar, it doesn't matter what you tell the automated prompts because the reps on the other end ask you the same questions.) Basically it boiled down to that our reservation for the missing two did not exist. The rep then kept repeating herself that we had to book our magical express through the department that handles magical express (her department). Now we've been to WDW every year for the past five years and not once have we ever had to call anyone else other than our Disney agent about this. EVERY time we've always been told that our trip includes magical express. None the less, we booked it through the one female rep. The worse thing is that she couldn't guarantee we would get the other tickets by the 19th (which is a Saturday).

Now hearing that they didn't have two of our party, we called up the reservation center to confirm that they still had everything we signed up for back in May. We did this because last year they really messed our reservation up and had us in another hotel. So long story short, we were passed on to two people that kept telling us we weren't in the system. This got us even more worried, so after a long wait on hold they transferred us to someone else by surprise. (And by the way, they really do a good job of wanting to interrupt you as we tried to explain what's been happening and telling them what we had on our paperwork.) So after talking to him and explaining our situation (again), he finally found us in the system and made some deal that our information hadn't been downloaded. He was independent of the Magical Express department, so what he meant by "downloaded" I'm not sure. He did mention that the lady with magical express was wrong in saying we had to book our reservation for the shuttle with her.

So after at least an hour talking and playing phone tag, we can only conclude that we THINK we're getting our missing baggage tags and we THINK we still have everything booked. Seriously though, I never thought Disney's whole reservation process would be THIS BAD. EVERY year we've had something really messed up with our reservation whether it's the wrong hotel, wrong names, or wrong magic your way tickets (and that's just the short list). In the end they seem to work out, but it's REALLY frustrating especially when you're not sure that they even had you booked for something you've been planning for half a year. I really do hope they one day figure out how to sync their computer systems better and try and get their departments talking to each other so they don't misinform the guests.

 

[elatino]

Really sorry to hear about your booking process. Didn't it show who was on the package on the email info they sent you back when you initially made the reservation? Anyways, I hope it gets resolved. Going to be at the world on the 16-23 at CR.

 

[erstwo]

I hope no one has the same luck we do when it comes to booking our vacations, but here's the story:

We booked our visit to the world back in May of this year. Booked it straight with Disney via phone. We're staying from the 19th to the 27th at the GF. Booked it with Magical Express. This may seem weird to mention that, but here me out. We got our luggage tags in the mail today and magical express luggage labels for TWO people. We are a party of FOUR.

Called up today to figure out why we didn't get our other tags. (And as a sidebar, it doesn't matter what you tell the automated prompts because the reps on the other end ask you the same questions.) Basically it boiled down to that our reservation for the missing two did not exist. The rep then kept repeating herself that we had to book our magical express through the department that handles magical express (her department). Now we've been to WDW every year for the past five years and not once have we ever had to call anyone else other than our Disney agent about this. EVERY time we've always been told that our trip includes magical express. None the less, we booked it through the one female rep. The worse thing is that she couldn't guarantee we would get the other tickets by the 19th (which is a Saturday).

Now hearing that they didn't have two of our party, we called up the reservation center to confirm that they still had everything we signed up for back in May. We did this because last year they really messed our reservation up and had us in another hotel. So long story short, we were passed on to two people that kept telling us we weren't in the system. This got us even more worried, so after a long wait on hold they transferred us to someone else by surprise. (And by the way, they really do a good job of wanting to interrupt you as we tried to explain what's been happening and telling them what we had on our paperwork.) So after talking to him and explaining our situation (again), he finally found us in the system and made some deal that our information hadn't been downloaded. He was independent of the Magical Express department, so what he meant by "downloaded" I'm not sure. He did mention that the lady with magical express was wrong in saying we had to book our reservation for the shuttle with her.

So after at least an hour talking and playing phone tag, we can only conclude that we THINK we're getting our missing baggage tags and we THINK we still have everything booked. Seriously though, I never thought Disney's whole reservation process would be THIS BAD. EVERY year we've had something really messed up with our reservation whether it's the wrong hotel, wrong names, or wrong magic your way tickets (and that's just the short list). In the end they seem to work out, but it's REALLY frustrating especially when you're not sure that they even had you booked for something you've been planning for half a year. I really do hope they one day figure out how to sync their computer systems better and try and get their departments talking to each other so they don't misinform the guests.

I have NO idea. But, dude. You're booked at the GF in the middle (or end?) of the recession- they ought to treat your ressie like gold!

I've booked 4 trips with no problems, but all were at Values and Moderates. So maybe book a trip that costs a grand or two less and then things will go smoothly?

Seriously though. I hope everything goes great and you have a wonderful (stress free!) trip.

 

[Monty]

Book through a TA. That way you can talk to the same person every time.

I've used Kingdom Konsultants a few times with great results and recently switched to a friend here on the boards who is also a Disney booking expert [I switched because of the friendship, KK are great!]. A good TA will deal with you directly and address any concerns you may have all while dealing with a person you can identify. Every time you call Disney, you get a different person and have to explain the same issue repeatedly.

The TAs give the same or better service at no additional cost to you and a good Disney-knowledgeable TA will cover all the bases for you seamlessly. :king:

 

[maxime29]

Really sorry to hear about your booking process. Didn't it show who was on the package on the email info they sent you back when you initially made the reservation? Anyways, I hope it gets resolved. Going to be at the world on the 16-23 at CR.

Yes. Everything in the confirmation e-mail and the first welcome packet we received over the summer was 100% correct. When we originally booked our trip the cast member in reservations repeated every detail we requested and confirmed it was in the system. Then this type of a stunt comes up, and no one seems to have a clue as to what goes on.

Book through a TA. That way you can talk to the same person every time.

I've used Kingdom Konsultants a few times with great results and recently switched to a friend here on the boards who is also a Disney booking expert [I switched because of the friendship, KK are great!]. A good TA will deal with you directly and address any concerns you may have all while dealing with a person you can identify. Every time you call Disney, you get a different person and have to explain the same issue repeatedly.

The TAs give the same or better service at no additional cost to you and a good Disney-knowledgeable TA will cover all the bases for you seamlessly.

We keep being told that the travel agents only have dibs on select rooms, and that the specific way we have our trip arranged could only be handled by Disney direct. I don't know if it's just a complete fib or not. I think we will look at a travel agent for next year, but I couldn't say whether this will result in the same situation or not.

Thanks for the tip.

 

[DecWDW]

This kind of stuff amazes me. You'd think after all these years, everything would run smoothly. I hope it all works out for you!

 

[natalia1681]

I hate to hear about your frustration. I hope that you have a great trip and that everything is resolved. :wave:

 

[DisneyJoe]

We keep being told that the travel agents only have dibs on select rooms, and that the specific way we have our trip arranged could only be handled by Disney direct. I don't know if it's just a complete fib or not. I think we will look at a travel agent for next year, but I couldn't say whether this will result in the same situation or not.

WHO tells you that?

FALSE. Travel agents get access to the same room inventory that the Disney phone reps have - in many cases, we are talking to those same people - well, usually the better, more experienced ones.

If you do go with a travel agent, find one that specializes in Disney only - there are quite a few agencies out there that do just that. Pam and Marie and the others from Kingdom Konsultants do a great job and they help sponsor wdwmagic.

 

[mjmyers10]

We've always booked our stays through DVC. That is the way to go. Just go online and fill out the request. Then you are good to go.

 

[maxime29]

WHO tells you that?

FALSE. Travel agents get access to the same room inventory that the Disney phone reps have - in many cases, we are talking to those same people - well, usually the better, more experienced ones.

If you do go with a travel agent, find one that specializes in Disney only - there are quite a few agencies out there that do just that. Pam and Marie and the others from Kingdom Konsultants do a great job and they help sponsor wdwmagic.

Someone from the Disney reservation center told us this. Don't quote me on this because this was some time ago, but they told us Disney "lent out" specific rooms to travel agents. In the event that a hotel is not able to meet a certain capacity % then the liability is on the travel agents. Sort of like a Travelocity thing where the Travel Agents get it cheap and try to get guests to book through them. Whether this was correct information we couldn't really say.

maxime29? It's worth it to note one thing: WDW and "WDW Magical Express" are, in fact, TWO DIFFERENT COMPANIES. Not a complaint - it's just that if you KNOW this, things can go better...

They have two different computer systems (Disney, and Mears). Often, data from one system just won't make it to system 2. When this happens, it's best to call "Magical Express" DIRECTLY.

The Disney's Magical Express guest services phone number is 866-599-0951

In general, if you have not gotten what you SHOULD get, three weeks before departure? CALL. I've had to do this, and so far? The DIRECT line to ME has gotten me to people that are VERY cooperative & do their best to make everything right

Thanks for the info. I think the issue that got us was that this was the first time ever that we were told to call up DME. In previous years when the program first started we didn't have to do this. Even last year when we didn't get a set of tags for one person we called up Disney (not DME) and they were able to send us out the missing tags. It didn't make it any easier when the person helping us didn't try to understand our concerns, and they made it sound like we had no reservation period.

 

[DisneyJoe]

Someone from the Disney reservation center told us this. Don't quote me on this because this was some time ago, but they told us Disney "lent out" specific rooms to travel agents. In the event that a hotel is not able to meet a certain capacity % then the liability is on the travel agents. Sort of like a Travelocity thing where the Travel Agents get it cheap and try to get guests to book through them. Whether this was correct information we couldn't really say.

Sites such as Travelocity and Expedia DO contract with Disney to block out groups of rooms to sell. Travel agencies such as Kingdom Konsultants and others, including your local brick and mortar travel agency, rarely have the power to do this and go direct to Disney for the same inventory that Disney has.

 

[captainkidd]

A bit off topic, but I totally agree with one thing the OP said - Why does the automated system ask you for all your information if the live rep from Disney needs to ask it again?

That annoys the hell out of me.

 

[CleveRocks]

Even if you don't receive the other DME tags in time, it won't matter one bit. Since Day One, DME has had a Plan B for just this circunstance.

When you check-in at the DME counter at the airport, tell them that some of your bags DO NOT have DME tags on them. They'll ask for the baggage claim ticket #s for each, as well as a physical description of each. Then, a cast member will be dispatched to go to baggage claim and pick up those exact bags. They'll be brought back behind the scenes, a new DME tag will be printed for each (they'll be white rather than the usual yellow) and attached to each bag, and then they'll be put into the mix with al the other DME bags.

ANd by the way, Disney's Magical Express is NOT a separate company from Disney. DME is not Mears. DME is Disney. Disney subcontracts out for the buses and drivers to Mears, but it is still a Disney operation. Think of it this way: Mears is the muscle but Disney is the brains. Disney manages it all, they set the policies and procedures. When you call 866-599-0951, you are speaking with a Disney cast member. When you check-in at the DME counter at the airport (or are waved through by a person holding a hand-held scanner), you are dealing with a Disney cast member. But the person who scans your voucher right at the bus, and the bus driver themselves ... they are Mears employees.

This is a very important distinction, that Disney still runs things. There are other subcontractors involved with DME besides just Mears ... one handles logistics/software and one handles baggage.

 

[DisneyJoe]

Trotsky's main point still stands though - there are two completely different computer systems that don't always talk to each other properly.

 

[Master Yoda]

We keep being told that the travel agents only have dibs on select rooms, and that the specific way we have our trip arranged could only be handled by Disney direct. I don't know if it's just a complete fib or not. I think we will look at a travel agent for next year, but I couldn't say whether this will result in the same situation or not.

Thanks for the tip.

As Joe has already stated this is incorrect. The only thing a KK or any other Disney Specific agent can't do is book a AAA package (AAA room only we can do) , Shades of Green or a DVC room using DVC points. Everything else we can do.

 

[dizzney]

I just had DME issues too for the first time, we're traveling down the 31st but have three more joining the 1st thru the 5th of january and I did DME online trhu the DVC site and had email confirmations.

I ddnt get my vouchers so I caleld last week and they could not find my family of 5 in the system, they had one of my three guests.

They said they would rectify, so I received in back to back days, vouchers and lugagge tags for the five of us arrving on teh 31st and leaving on the 9th, then the next day everythign for the five of us arrivng on teh 1st and leaving on the 5th, then our guests arriving and departing and then one for me alone arriving and departing,

I was just amazed, incompetance seemed to be the rule of the day, but I at least have one set for everyone with the right dates so it works:xmas:

 

[JerseySkiddie]

I've had DME whoas lately too. I swear every time i get tags/vouchers they are messed up. Granted I'm usually traveling with friends and meeting in Orlando so we come from different airports and flights, etc, but still its always a mess.

This time when I called to fix it I got a really un-Disney like CM on the phone who basically told me everything was my fault. Uhhhh I don't think so. Usually the CMs are great and very helpful, but not this one!

I hope you're all staightened out and you have a great time!