Not a good start to my Disney vacation.

[Kimberly9701]

I honestly cannot believe people on this thread think 1,600 dollars is a minor snafu. Can I borrow that money from you? I mean, jeez... I too would like some compensation for taking what would amount to my entire budget for a month for 10 days.

I think it sounds like a credit card, so unless his monthly budget is only paid for with plastic then I don't see it.
Let's say it was a debit card- then yes, still an accident and I understand very frustrating, but I think he would have specified that in his post.

I had a booked a WDW vacation in March...with a debit card.
3 days later I decided to go thru a TA. She made a new reservation with same debit card.
Then I cancelled my original reservation.

The money was back in my checking account within 48 hours.
And I didn't have to make one single phone call to ensure that.

If the 1600 used all available space of his credit card limit, he can call the credit card company and ask for an extension.

Point is- they aren't holding hostage $1600 in cash.

 

[eyehartdisney]

But they didn't "take" it. The computer made a mistake. They especially didn't take it if it was a credit card. What has actually been lost by the OP other than some phone time? We have no idea that it will even take 10 days.
And again, as pointed out before, who will compensate you? There are many places that the error could have happened.
$1600 is not minor, but if the OP has $1600 to spend on theme park tickets, it probably won't cause them to be homeless or starve for UP TO 10 days.

It's splitting hairs on what to call removing 1,600 from someone's account. And they lost 1,600 dollars for up to 10 days. Intentional or not, it's bad show all around. Disney as a whole has a responsibility for all of it's branches, regardless of the responsibility of the actual branch. Something should have been offered, I wouldn't care what, but something. And yes, phone time is valuable, even if you don't think it is.

 

[maxiesmom]

I honestly cannot believe people on this thread think 1,600 dollars is a minor snafu. Can I borrow that money from you? I mean, jeez... I too would like some compensation for taking what would amount to my entire budget for a month for 10 days.

I have a family member who recently had 2 mortgage payments take out at the same time. So unfortunately computer snafus do happen. And as it was said before, it may have been a snafu on the part of the OP or her computer. So not only looking to get back what is theirs, but to gain from it? Yeah. I can't agree with that.

 

[eyehartdisney]

I have a family member who recently had 2 mortgage payments take out at the same time. So unfortunately computer snafus do happen. And as it was said before, it may have been a snafu on the part of the OP or her computer. So not only looking to get back what is theirs, but to gain from it? Yeah. I can't agree with that.

It's pretty common customer service technique. Missing a fry in your food bag? Have a free meal. In good customer service training, it's been beaten into my head making it even isn't making it right.

 

[maxiesmom]

It's pretty common customer service technique. Missing a fry in your food bag? Have a free meal. In good customer service training, it's been beaten into my head making it even isn't making it right.

Not even close to being the same thing.

 

[AngiTN]

When someone gets the money back is irrelevant. Disney's computers caused his money to be tied up. That was absolutely Disney's fault.

How is it the credit card company's fault he was charged twice?

How do you know OP didn't accidentally process it twice? That's a mighty big assumption to be making

Disney did make 23 million in interest from some source last year. I am confident that any source of cash is beneficial to that revenue stream. You may have a different opinion, but what fun would the boards be if we all agreed.

ETA: link for sourcing: http://cdn.media.ir.thewaltdisneycompany.com/2014/annual/10k-wrap-2014.pdf

Ever considered it's from deposits made on trips?

 

[eyehartdisney]

Not even close to being the same thing.

Why not? Even if it wasn't upgraded tickets, what about a free fastpass, or something, anything? A discount on food voucher. The point isn't that it's required, the point is the guest is leaving unhappy, and that's not something that disney should be okay with.

 

[AngiTN]

For him, it might be. For me, it would depend on what else is going on in my life. And it doesn't even cost Disney anything to upgrade tickets to hoppers. People who hop don't cost Disney money.

Of course it costs them money. They sell hoppers. Any person who park hops without buying hoppers cost Disney money.

Ridiculous to expect any compensation for a glitch, no matter who's it was, OPs, Disney's, Banks, Fairy Godmother, etc
I just can't believe people these days sometimes
If this isn't text book entitlement found so often in society I don't know what is

 

[Ambear]

Even if the OP clicked submit more than once, it's simple programming to ensure this doesn't get inserted to a DB twice. Sooo in some ways a company like disney should be able to put in precautions for this kind of thing...

 

[AngiTN]

Why not? Even if it wasn't upgraded tickets, what about a free fastpass, or something, anything? A discount on food voucher. The point isn't that it's required, the point is the guest is leaving unhappy, and that's not something that disney should be okay with.

There are some people who are not going to be made happy
There are some people who pretend to be angry to get something
There are times sorry is all that is needed

 

[smiths02]

Why not? Even if it wasn't upgraded tickets, what about a free fastpass, or something, anything? A discount on food voucher. The point isn't that it's required, the point is the guest is leaving unhappy, and that's not something that disney should be okay with.

But Disney can't just give away free stuff to make everyone happy. Can any business consistently just give away stuff to make people happy? Some people will not be satisfied. Then, it will get to be known that the loudest complainers get the most free stuff. And then Disney has to give away a huge amount of free stuff to keep people happy. Then you will alienate people like me who were just satisfied with the issue being resolved because people like me have to pay $200 more for my ticket to compensate for all the "free" park hoppers given away.

Do the ticketing people have a bunch of fast passes and free food vouchers? The OP isn't actually on their vacation, so how would that work?

 

[AngiTN]

Even if the OP clicked submit more than once, it's simple programming to ensure this doesn't get inserted to a DB twice. Sooo in some ways a company like disney should be able to put in precautions for this kind of thing...

Plenty of vendors tell you NOT to click more than once, not to use back button, any any other manner of things. It's not a matter of simple programming to ensure charges aren't processed twice. Why do you think they have those warnings?

 

[Mackenzie Click-Mickelson]

I wouldn't expect anyone who bumped me to pay for my dinner, because they didn't COST me anything.

Mistakes are easily forgiven, but if your mistake COSTS me time or money then I should be made whole with some sort of compensation that is mutually agreed upon.

I had to call my bank 4 times because my name was incorrectly changed when I got married and they kept changing it to correct then incorrect then correct then incorrect so I got a bunch of new cards in the mail and 1 of the times they changed it it caused me to not be able to use my card for my joint account w/husband which is the main account we used....that was not fun having to use my card and then transfer the money through online banking for like 1 1/2 months that it took to resolve the issue.

And believe me that was a hellish nightmare with 4 bank accounts (1 CC, 1 joint checking w/husband, 1 joint money market w/husband and 1 joint checking w/mom-set up when I was 18 and going to college [can't get her off the account unless I close the entire account]). All joint accounts when it comes to a name change must have forms filled out and signed by both parties pretty hard to do since my husband was in Katy,TX at the time and came home every two weeks and my mom lived 25 mins away and works 2 jobs). I probably spent a total of 2 1/2 hrs over 4 phone calls and the end result is their system can't handle hyphens which took multiple people and several supervisors to get down to the bottom of the issue and now my account reads Mackenzie then middle initial then Clickmickelson (instead of Click-Mickelson).

So no offense meant but by that logic I should have been compensated for my time. I was understanding and kind when needed and firm but still kind when needed..but I never expected to nor did I get compensated for the overall several month ordeal aside from they were extremely apologetic and took it up the ladder probably more than they normally would have due to all the issues. I'm not even sure what they could have compensated me with.

 

[eyehartdisney]

Even if the OP clicked submit more than once, it's simple programming to ensure this doesn't get inserted to a DB twice. Sooo in some ways a company like disney should be able to put in precautions for this kind of thing...

Amazon has this.

But Disney can't just give away free stuff to make everyone happy. Can any business consistently just give away stuff to make people happy? Some people will not be satisfied. Then, it will get to be known that the loudest complainers get the most free stuff. And then Disney has to give away a huge amount of free stuff to keep people happy. Then you will alienate people like me who were just satisfied with the issue being resolved because people like me have to pay $200 more for my ticket to compensate for all the "free" park hoppers given away.

Do the ticketing people have a bunch of fast passes and free food vouchers? The OP isn't actually on their vacation, so how would that work?

And yet, companies all over the world do this every day. Why is the leader in good customer service any different?

 

[Kimberly9701]

There are some people who are not going to be made happy
There are some people who pretend to be angry to get something
There are times sorry is all that is needed

Exactly this.

 

[Ambear]

Plenty of vendors tell you NOT to click more than once, not to use back button, any any other manner of things. It's not a matter of simple programming to ensure charges aren't processed twice. Why do you think they have those warnings?

It's not the customer's responsibility to deal with the errors of crappy programming. This is hci 101 here. This just shouldn't be a problem anymore. Now yea, don't hit the back button cause that's a browser error, but hitting a submit button is a script/page error. Totally preventable. Must always assume user will break the system.

 

[conandrob240]

So, I bought five days worth of tickets for my family of five. After submitting the order I got an error message saying the order was not yet complete and I will receive another email when it is resolved. Got an email a couple hours later that was an order confirmation. I thought all was good at that point. Surprise! Disney charged me $1600 times two! I did not resubmit the order at all, this was entirely on them. Although the charge was immediately made to my account, a refund takes 7-10 days. Customer service wasn't even apologetic about basically stealing $1600 from me for over a week. Anyone else ever had this happen to them? I figured they would at least give me a park hopper upgrade based on hearing how great their customer service normally is. Not feeling the magic at all so far.

It's a credit card charge. They didn't steal anything. It was reversed and all is right in the world.

 

[Kimberly9701]

But Disney can't just give away free stuff to make everyone happy. Can any business consistently just give away stuff to make people happy? Some people will not be satisfied. Then, it will get to be known that the loudest complainers get the most free stuff. And then Disney has to give away a huge amount of free stuff to keep people happy. Then you will alienate people like me who were just satisfied with the issue being resolved because people like me have to pay $200 more for my ticket to compensate for all the "free" park hoppers given away.

Do the ticketing people have a bunch of fast passes and free food vouchers? The OP isn't actually on their vacation, so how would that work?

That's the difference between looking at it from a business perspective or entitlement perspective.

It's pretty common customer service technique. Missing a fry in your food bag? Have a free meal. In good customer service training, it's been beaten into my head making it even isn't making it right.

I don't think one place has trained you that good customer service includes giving away things needlessly which will cost your company money.

 

[trara1375]

I've been reading through this whole post and I agree, expecting Park Hoppers for an error was and is rediculous...but I tell you, Disney does do some ridiculous compensation efforts to make sure you are happy. These should be unexpected and appreciated...not expected. We took a Disney Cruise in 2010 and upon unpacking we found a wet spot on the bed, turned out that there was a leak in our stateroom just above the bed. We were asked to changed rooms and went from an inside stateroom to a stateroom with a porthole window...then my kids were gifted with stuffed Plutos because of this "inconvenience." Another time, my daughter was so excited to be heading to a ride, she was walking a bit fast...may be running a bit and she tripped, Ice Cream went to the floor as well as my little kiddo. I mentioned it to the CM just because of the mess that was left behind, and my daughter was given a voucher for a free ice cream for after the ride. Again, not necessary...not EXPECTED, but very much APPRECIATED. We've always been happy with Disney's Customer Service...it is ALWAYS what is necessary but often goes beyond, and I thik people have to be satisfied with what's necessary and surprised by what's unexpected...instead of offended if it doesn't go above and beyond FIXING the problem.

 

[eyehartdisney]

I don't think one place has trained you that good customer service includes giving away things needlessly which will cost your company money.

http://www.superoffice.com/blog/customer-complaints-good-for-business/

#5 is what is missing.

It's not required to go above and beyond the basic return of your money, but it isn't good business. And yes, yes they did. They even mentioned ways of doing so. Usually, you pick an item that has the least cost to the company. For example for basically any customer complaint, Culver's will give away free scoops of icecream. This doesn't cost much, but it does make an impression.