Trip Report So I guess Disney thinks Canadians do not celebrate Christmas?? A Max Trip Report- COMPLETED

A big hello to all my Disney friends:

As the title suggest this is a trip report regarding our recent Christmas adventure at Walt Disney World

Why the title you ask? I will keep you guessing on that one for a few days at least

Details leading up to the departure can be found here:

https://forums.wdwmagic.com/threads...-max-the-girls-and-the-boys-do-disney.951075/

This is my 6th trip report on these boards so hopefully you have read at least one before

The reason I say that is that my style might not suit all - I can probably sum it up as

1) Shoot from the hip
2) Do not pull punches
3) Definitely not PC
4) Not always PG
5) As much Seinfeld references as @Tuvalu can handle
6) Not too heavy or too light on the Pixie dust -keep it real and call it as I see it

Quick introduction will come from:

Day 1 - Travel Day towards the US but not quite beyond the comfort of home:
Friday Dec 21, 2018

The original plan was to drive from our home in Waterloo Ont Canada to Buffalo NY on Sat Dec 22.
With a 10:35 am fight a same day drive could have worked.

We switched it up to a drive on the day before and booked a hotel in Niagara Falls Canada

(our B&B in Buffalo backed out on us - @Doc Disney can try to explain how she let us down!!!)

So here we are at the Embassy Suites on Friday enjoying our homemade Mickey cookies

Me (Max, Andrew, Clarence) and Tricia

My younger daughter Cassie and Shane (BF)

and my older daughter Stephanie and her fiancé Jordan

and this is all of us at the Falls ( selfies are harder with six people!!!)

This report will chronicle Disney trip 28 for me and lucky(?) 13 to WDW.
It is also 13 to WDW for Tricia
The girls celebrate 10 trips to the world
Trip 2 for Shane (though his memory of the first is limited)

And - 1ST TIME FOR JORDAN!!!!!!

More Day 1 to follow and then off to Buffalo the next day!!!

Welcome aboard, ashore and wherever we are!!!

Max

 

[Doc Disney]

You can not be serious? Would you consider calling now that you are back? Or sending an email? Sometimes they listen to the squeaky wheel

 

[Rista1313]

I would definitely be calling to complain again.

 

[luvinthemajik]

I am so sorry! This really stinks!!!
I have a similar ‘right hand not knowing (or caring) what the left hand is doing’ story. I still have a bad taste in my mouth!

Me too, won't hijack the thread, but, our
sour taste happened at A.K as well. I'm very sorry for you.

 

[krause]

Brutal brutal brutal. I read a lot of trip reports (and I mean, a LOT), and I haven’t had any big run ins with customer service but from what I’ve read it seems just super inconsistent. Like @wdisney9000 could have eaten ANYWHERE on property for free because his wife couldn’t take a bath in their room Not that there’s anything wrong with that, just seems like that CM went totally crazy above and beyond, and your mistake was missed by so many Disney employees (and yourselves, to be fair) and it was handled so poorly. I have looked at the Canadian residents deals many many times to try and justify a trip, and have never seen anything obvious about “block out dates” - which, as you have said, is ridiculous anyways, like “we want you guys to come, but during these times we actually have enough visitors so we don’t really *need* you to come at these times that badly”.

 

[luvinthemajik]

Brutal brutal brutal. I read a lot of trip reports (and I mean, a LOT), and I haven’t had any big run ins with customer service but from what I’ve read it seems just super inconsistent. Like @wdisney9000 could have eaten ANYWHERE on property for free because his wife couldn’t take a bath in their room Not that there’s anything wrong with that, just seems like that CM went totally crazy above and beyond, and your mistake was missed by so many Disney employees (and yourselves, to be fair) and it was handled so poorly. I have looked at the Canadian residents deals many many times to try and justify a trip, and have never seen anything obvious about “block out dates” - which, as you have said, is ridiculous anyways, like “we want you guys to come, but during these times we actually have enough visitors so we don’t really *need* you to come at these times that badly”.

Well said.

 

[fractal]

Sorry you had to go through that. It was their screw-up, not yours yet they made you feel like you did something wrong. That's what p8sses me off more than anything.

 

[Swissmiss]

I was thinking about your post as I went to bed last night and I can’t help wondering if you were being « made to pay » by these CMs because they were bitter about working on 24 December? And I say this more in thinking about the way you described their demeanor, as even if they weren’t going to budge on their decision, there is still a way to give the message in a compassionate way to make it easier to hear.

 

[Disney Loving Swede]

I had a feeling it was not going to have a happy ending and am disappointed to learn I was right. :-( While I have met a lot of great CMs, I also have encountered a few who tried to turn their mistake back onto me.

 

[Kiwiduck]

That is such a shame. I think you should make contact with a manager now by email and lay it all out in writing. l understand why you would want to just pay the money at the time and just get on with your family holiday but you are home now and should let someone high up know how many mistakes were made and how poorly you were treated on the day.

 

[MinnieM123]

That is such a shame. I think you should make contact with a manager now by email and lay it all out in writing. l understand why you would want to just pay the money at the time and just get on with your family holiday but you are home now and should let someone high up know how many mistakes were made and how poorly you were treated on the day.

I agree with Kiwiduck's response above, Max. (Actually, I agree with all the responses received regarding your experience with customer service.)

Can't add much more to what others have said, but I'm like this over your experience --

 

[riverside]

Wow--what a shame....

I would be contacting them about this one.

 

[joshsprincess921]

** WARNING - TEXT ONLY - NOT A LOT OF DISNEY LOVE - SKIP IF YOU WANT TO - I WISH I COULD HAVE!! **


Day 4 - AK - Well, now what do we do?

So we were escorted over to a good size line waiting at Guest Relations
15 min till we got to the window and then we ran into our first shining example of customer service
(note: I did not record names )

CM: No pleasantries, no expression of concern, stared at her screen , asked for all magic bands, complained that she had only started 20 min ago!!! - oh I am sorry I am being such an inconvenience !!

Then she says she has a solution and it will only cost me $157 per person ( $942 in total)
I guess prices went up and this is the best she could do

My reaction was not positive
I requested to see a supervisor

Wait, some more..

Supervisor : The website stated the tickets were not valid
Customer: I did not use the website - I talked to your CM at reservations

Zero apologies , Zero empathy, keep stating it was on the website and I should have known

Finally as the stalemate continued I decided to give up and simply said - just charge me the original price
(Even though this was not my mistake I could not stand to waste more of my vacation on their incompetence)

And yes, my MDE app has had the hotel and the ticket linked to each other since May 2018.
A misunderstanding over travel dates was not the problem

The left hand not talking to the right hand?? BINGO!!

Reservations did not pick up on it and sold me the Canadian Res tickets

IS did not notice (on 3 occasions) as I tried to link them to the right people
(at one point I had 12 tickets - 6 regular and 6 Canadian - but 7 of the tickets were in my name)

The Fast pass system did not pick up that my Canadian Res tickets could not be used to book FP from Dec 24 to Dec 27

The CM at the Epcot booth on Dec 22 that checked our passport did not pick up on it

Now before you say - but Drew those are different departments - how are they supposed to know?

And my response is - don't know don't care - Disney is Disney

@Matt and Kelly recently completed a training course on Disney Customer Service

This group on Dec 24 at AK needs to attend the training.


Final Result:
60 min wait at Guest Relations (longest line of the trip!!)
$445 dollars out of pocket ( a little less than original cost - she comp'd 2 days and charge new price for other 3 and it worked out to this new amount)
3 FP added to my account - one for Navi River- would not do Flight of Passage (we were going to rope drop to try to see the queue)
Probably 30 more min of straight up anger as we went through the gate and explained it all to my family
At least 2-3 days of second guessing and tying to reconcile/rationalize why I gave in and paid more money on the spot
And as of today 32 days of disappointment and disillusionment regarding the "new Disney Way"

Note: I am not naïve - even though I hang out in Trip Reports I do not snort Pixie Dust - but I have never been treated this way by Disney in any of my last 27 trips.
The blame for the mistake was being aimed back at me.
The customer was 100% wrong
I felt like they thought I was trying to scam my way in at a lower cost.
This was a low point in my history of interaction with Disney park CM

I need to go back to Cali or Tokyo or Hong Kong
I felt appreciated and welcomed.

Max

dislike
so sorry this happened.

 

[WDisneyW]

That's unbelievable Disney could have comped you after 27 trips. What did they think you would fly your whole family from Canada for a $500 scam?

 

[LadyBelle]

You can not be serious? Would you consider calling now that you are back? Or sending an email? Sometimes they listen to the squeaky wheel

I agree. This could’ve been handled so much better. And definitely a training experience for those CM as to the blackout dates during the holidays. Bad Disney.

 

[KellBelle]

Man, I feel awful for you! I would have been so disappointed. We had a few issues on a trip last December and I emailed their customer relations and I feel I got a very fair outcome. I do really hope that you take the time to email them and explain the whole situation. I did not find the hotel/parks to have the best customer service, but I did feel valued and appreciated after talking to the customer relations rep that handled my case. You honestly should be refunded what extra you paid out for tickets. Other than that, I am really enjoying reading your adventures!

 

[Disstevefan1]

** WARNING - TEXT ONLY - NOT A LOT OF DISNEY LOVE - SKIP IF YOU WANT TO - I WISH I COULD HAVE!! **


Day 4 - AK - Well, now what do we do?

So we were escorted over to a good size line waiting at Guest Relations
15 min till we got to the window and then we ran into our first shining example of customer service
(note: I did not record names )

CM: No pleasantries, no expression of concern, stared at her screen , asked for all magic bands, complained that she had only started 20 min ago!!! - oh I am sorry I am being such an inconvenience !!

Then she says she has a solution and it will only cost me $157 per person ( $942 in total)
I guess prices went up and this is the best she could do

My reaction was not positive
I requested to see a supervisor

Wait, some more..

Supervisor : The website stated the tickets were not valid
Customer: I did not use the website - I talked to your CM at reservations

Zero apologies , Zero empathy, keep stating it was on the website and I should have known

Finally as the stalemate continued I decided to give up and simply said - just charge me the original price
(Even though this was not my mistake I could not stand to waste more of my vacation on their incompetence)

And yes, my MDE app has had the hotel and the ticket linked to each other since May 2018.
A misunderstanding over travel dates was not the problem

The left hand not talking to the right hand?? BINGO!!

Reservations did not pick up on it and sold me the Canadian Res tickets

IS did not notice (on 3 occasions) as I tried to link them to the right people
(at one point I had 12 tickets - 6 regular and 6 Canadian - but 7 of the tickets were in my name)

The Fast pass system did not pick up that my Canadian Res tickets could not be used to book FP from Dec 24 to Dec 27

The CM at the Epcot booth on Dec 22 that checked our passport did not pick up on it

Now before you say - but Drew those are different departments - how are they supposed to know?

And my response is - don't know don't care - Disney is Disney

@Matt and Kelly recently completed a training course on Disney Customer Service

This group on Dec 24 at AK needs to attend the training.


Final Result:
60 min wait at Guest Relations (longest line of the trip!!)
$445 dollars out of pocket ( a little less than original cost - she comp'd 2 days and charge new price for other 3 and it worked out to this new amount)
3 FP added to my account - one for Navi River- would not do Flight of Passage (we were going to rope drop to try to see the queue)
Probably 30 more min of straight up anger as we went through the gate and explained it all to my family
At least 2-3 days of second guessing and tying to reconcile/rationalize why I gave in and paid more money on the spot
And as of today 32 days of disappointment and disillusionment regarding the "new Disney Way"

Note: I am not naïve - even though I hang out in Trip Reports I do not snort Pixie Dust - but I have never been treated this way by Disney in any of my last 27 trips.
The blame for the mistake was being aimed back at me.
The customer was 100% wrong
I felt like they thought I was trying to scam my way in at a lower cost.
This was a low point in my history of interaction with Disney park CM

I need to go back to Cali or Tokyo or Hong Kong
I felt appreciated and welcomed.

Max

Allow me to do some Disney rationalization (it makes me feel better about Disney even though I know they rip us off all the time)

When you initially changed the tickets you got back $485, then you had to give the mouse back $445 , all things being equal you gained 3 FPs and payed a little less for the tickets.

Does the $40 savings ( not even enough for counter service for 2) and the three FPs make up for the aggravation and time lost, now that I am typing this, I say NO!

I am sorry Disney was so uninformed about their own product that they did this to you!

 

[krisri18]

Wow. Just wow.

 

[MySmallWorldof4]

** WARNING - TEXT ONLY - NOT A LOT OF DISNEY LOVE - SKIP IF YOU WANT TO - I WISH I COULD HAVE!! **


Day 4 - AK - Well, now what do we do?

So we were escorted over to a good size line waiting at Guest Relations
15 min till we got to the window and then we ran into our first shining example of customer service
(note: I did not record names )

CM: No pleasantries, no expression of concern, stared at her screen , asked for all magic bands, complained that she had only started 20 min ago!!! - oh I am sorry I am being such an inconvenience !!

Then she says she has a solution and it will only cost me $157 per person ( $942 in total)
I guess prices went up and this is the best she could do

My reaction was not positive
I requested to see a supervisor

Wait, some more..

Supervisor : The website stated the tickets were not valid
Customer: I did not use the website - I talked to your CM at reservations

Zero apologies , Zero empathy, keep stating it was on the website and I should have known

Finally as the stalemate continued I decided to give up and simply said - just charge me the original price
(Even though this was not my mistake I could not stand to waste more of my vacation on their incompetence)

And yes, my MDE app has had the hotel and the ticket linked to each other since May 2018.
A misunderstanding over travel dates was not the problem

The left hand not talking to the right hand?? BINGO!!

Reservations did not pick up on it and sold me the Canadian Res tickets

IS did not notice (on 3 occasions) as I tried to link them to the right people
(at one point I had 12 tickets - 6 regular and 6 Canadian - but 7 of the tickets were in my name)

The Fast pass system did not pick up that my Canadian Res tickets could not be used to book FP from Dec 24 to Dec 27

The CM at the Epcot booth on Dec 22 that checked our passport did not pick up on it

Now before you say - but Drew those are different departments - how are they supposed to know?

And my response is - don't know don't care - Disney is Disney

@Matt and Kelly recently completed a training course on Disney Customer Service

This group on Dec 24 at AK needs to attend the training.


Final Result:
60 min wait at Guest Relations (longest line of the trip!!)
$445 dollars out of pocket ( a little less than original cost - she comp'd 2 days and charge new price for other 3 and it worked out to this new amount)
3 FP added to my account - one for Navi River- would not do Flight of Passage (we were going to rope drop to try to see the queue)
Probably 30 more min of straight up anger as we went through the gate and explained it all to my family
At least 2-3 days of second guessing and tying to reconcile/rationalize why I gave in and paid more money on the spot
And as of today 32 days of disappointment and disillusionment regarding the "new Disney Way"

Note: I am not naïve - even though I hang out in Trip Reports I do not snort Pixie Dust - but I have never been treated this way by Disney in any of my last 27 trips.
The blame for the mistake was being aimed back at me.
The customer was 100% wrong
I felt like they thought I was trying to scam my way in at a lower cost.
This was a low point in my history of interaction with Disney park CM

I need to go back to Cali or Tokyo or Hong Kong
I felt appreciated and welcomed.

Max

I cannot like that at all. That was very un-Disney. I am getting ahead probably, but I hope when you got home that you emailed customer service. This was all so very wrong on their part.

 

[Spash007]

Wow that's just awful! And it seems like so many CMs just go to the automatic "here are 3 FPs" to try to solve all problems. In a lot of cases that's appropriate, but definitely not in this one.

 

[DisSplash]

OK, so first I have to ask whether this table and tablecloth bothers anyone else? It was like that in August too, but I do not recall it ever being that crooked before then?! It makes the whole table look crooked, IMO. Seems to me that this would be an easy fix, but apparently not ...

As for your ticket debacle, I really don't know what to say about all of the incompetence that led to that awful crescendo of "WTH!" ... and then to be confronted with such poor customer service and flat-out apathy is just so insulting. I am having sympathy rage just reading about it!!

And I can totally relate to you second-guessing everything afterward, but from what I can tell, you handled it with total class in doing what you had to do to save the day for your family. You get huge Dad props for that. I am very impressed, as I dare say I might not have handled it all as well as you did ...