Hello - I do not post here much but had a massive problem with tickets not being prioritized correctly, tickets not being upgraded correctly and then falling off of my account. I just need some advice or maybe just reassurance that all will work out properly.
Story (sorry it’s a long one):
I had AP for my family good through 3/14/15. I booked FD in November 2014 and bought the 2-day minimum base tickets for 4 people. This is where the trouble started. I know about tickets not prioritizing correctly and that I should check at at GS. We actually went in first and yep - 2 day tickets were being used instead of the AP - got that fixed.
Next trip was 3/6/15 - 3/12/15. I went to GS to upgrade these 4 tickets to 6-day tickets because we have another trip planned for July of this year and I wanted to be able to book FPP for all days - not planning on getting AP again. Went to GS - paid around $600 to upgrade all 4 tickets to 6-day MYW tickets. No hard ticket given - and receipt has absolutely no details. Checked my account a few hours later and I only see 1 ticket - 3 of the tickets that HAD been in my account and that I had just paid to upgrade were completely missing.
I went back to GS that evening - waited an hour at the Magic Kingdom GS to get fixed. The girl was very nice and finally figured out that somehow the newly upgraded tickets that had never been used had expired - 14 days after my original trip in November??? I could see this in MDE app under expired tickets. She had no idea how they upgraded the tickets and how they were expired and showed surprise that I had not at least been given hard copies. Anyway - she had to cancel out the old and reissue new tickets. She did this, gave me the hard tickets and had me add them into MDE and assign appropriately to make sure all was well. I repeatedly asked her if my APs were prioritized to be used first and she said yes. I left and went on with my trip thinking all was good.
Low and behold - 2 of the tickets were actually being used instead of my AP - so 2 weeks after I get home to Houston - they fall off my account since some days had been used and they have now expired. Needless to say panic set in.
So on Tuesday 3/24 - I finally got a hold of the guest services via phone and talked to someone there. Again very nice woman I talked to - she researched the issue, called me back and said they would be reissuing me COMP 6-day base tickets for the missing 2 tickets. Now if I did not know any better I would have just said “OK, Thanks” and been totally screwed when I went to WDW in July and wanted to upgrade them to add on PH. But as soon as she said COMP tickets - I replied that I needed real tickets that were upgradable - I was not asking for anything free but only what I had paid for originally. She was very nice but said that her department can only issue COMP tickets, not real paid tickets and she had absolutely no way of giving me back the 6-day MYW tickets. What she could do was issue the COMP tickets to me and then turn in a CASE # that has comments about these tickets:
Excerpt from email sent from her:
Due to the error in using your original tickets, I have made notes to
use the value of 6-Day Magic Your Way® Base Tickets towards an upgrade
of your choosing. In order to do so, you will need to visit a Guest
Relations location at one of the four Theme Parks or Downtown Disney to
process any upgrade. Upon arrival, please present your photo
identification, the tickets I am mailing to you, and Case ID …
So my question is will this really work? I am very concerned that I do not have the tickets that I originally paid for and have to wait until I get to WDW to fix it - I am worried that I will get to Guest Services and they will say I cannot upgrade these no matter what I was told. I pretty much have to add PH onto these tickets or my trip with my kids, grandma and cousins will be pretty messed up. I also am a little irritated that the responsibility was completely on me over and over again and not WDW to make sure these tickets were upgraded/prioritized correctly, and even when I knew to ask was not told the correct information. From my end - I did everything I possible could and still the tickets were messed up. My confidence level is pretty low that this will work out smoothly.
Should I be worried, should I escalate to someone else, and if so who exactly do I talk to? Again - I do not want anything free but simply want to get exactly what I already paid for, and just want this resolved smoothly without having to spend even more of my time worrying and dealing with this.
Thanks for your help.