We had been wanting to travel and stay in Disney World Florida for years and finally got the money together we booked for August 2020. Everyone knows what happened since the with Coronavirus but this resulted in the holiday being cancelled.Our complaint is about how the cancellation was handled. We had called multiple times wanting to cancel our trip between May and June as we were aware the trip would be drastically different to what we had expected. First Disney stated that we could cancel but would not get the flights refunded despite the airline stating they would refund their customers.Then the real issues started. Disney sent an email stating that their customers could cancel and get a full refund on the 16th June by this time our friends who had booked for the same dates through Tui and Virgin had already been rebooked. We completed the application the same day we got the email and followed this up with a call the next day to confirm this. The advisor stated 14 days for the refund. We called back 14 days later as we had not received the refund only to be told it will be processed that day. 14 days later (42 days in total) still no refund so we called the next working day to be told it had not been processed but they'll do it now and guess what..... It'll be 14 days. That times passed and still nothing.We called again and it's now in the hands of the banks. At this point I raised a complaint about the misinformation I had been given on numerous occasions. They stated that they would listen to the call and contact me within 72 hours.Today they called back with the results of the "Call review" which stated that the advisor had given myself incorrect information and that they were sorry but there was nothing further they could do. They won't provide compensation for the time they have held onto the funds, no gesture of goodwill to us or our rebooked holiday (which we have done through another organisation). Nothing but sorry and have "A MAGICAL DAY".We thought booking direct would be the best way to go and without a doubt it has been the worse. Over a month since we said that we wanted to cancel and have a refund and we are still waiting. AVOID AT ALL COSTS!! Book with anyone else for a better customer service experience.
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Walt Disney Travel Company is Disney's official holiday specialist for Walt Disney World Resort in Florida, Disneyland Paris and Disney Cruise Line.
