Review Time
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.
Absolutely shocking customer service, we have a booking for December at a hotel that isn’t currently open. Multiple people who have booked with other companies have all been moved free of charge.Walt Disney Travel Company on the other hand are non existent, even told me I was lying about it, despite having proof.I would not recommend Walt Disney Travel Company at all.
Never been more overwhelmed with how incredible the staff were. Always going out of their way to help ensure every holiday is magical and as good as it can possibly be for each and every family. Yes it's pricey, the only thing you could say that would be negative would be the increase in pricing every year. However that is not at the fault of the staff.
Unhelpful and uncaring customer service who claimed they were “happy” to keep our £1500 for park tickets despite the ongoing global pandemic. We didn’t even ask for a refund, just if we could change the dates to next year!! We have saved for years for this holiday which is a once in a lifetime trip for us and our daughter. Should be ashamed of yourselves. I’ll be going through my credit card company and rebooking elsewhere.
Not sure why such a low rating, see Feefo where it is 4.8/5.Have to say my experience has been excellent although we couldn't complete our holiday due to the pandemic. Booking was very easy, package with free DDP at Caribbean Beach was eagerly anticipated but wasn't to be this year.Huge credit to them for fast refund from a single phone call. Hope to book again soon.
Horrible experience Disappointed First time visit Disconnect between travel company and hotel.Was told free Breakfast buffet.Wasn’t told no room service if bringing animal.Had to manually link fast pass to tickets When done still didn’t work at park Had to show phone confirmation every time.Never got my luggage tags Fail fail fail Never use I wouldn’t ever again They don’t care about little person
Recently, I had my 60-year-old mum on the phone crying as Disney had left her a voicemail saying they're cancelling her booking. She had paid £750 deposit and was out of the country, on holiday, when they left the voicemail. She didn't receive the voicemail until she returned to the UK. When she called Disney, they were closed. So she called the next day...but it was too late. They said she couldn't have anything back even though she said she'll pay everything right then on the phone. My mum doesn't have a lot of money; she put this on a credit card so that my daughter could experience Disney....once in a lifetime; we wouldn't have the money to do it again!! So, she kept calling in the hope someone could help...even if it was just part of the money back so they she could re-book but she kept getting told she had gone over 70 days...she still had over 2 months before the trip; which makes no sense to me! The woman in 'escalations' told her that she has the power to help people but she won't help my mum; even though my mum explained over and over that she was out of the country and had every intention of paying; still nothing. Absolutely disgusting. My mum has fibromyalgia and arthritis...she's ill and she wanted to take her granddaughter to Disney as she isn't going to be going abroad anymore due to the aforementioned illnesses and the impact they have on her body, and life! To think Disney is there to create dreams and experiences...well this experience has shaped my view and our friend's view of all that is Disney. Money hungry; they couldn't care less about people!
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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.
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