Can You Believe This!

[aubriee]

I'm one of those people who have never been able to log onto the Annual passholders site. I've tried my computer at home as well as the one at work. Someone on here suggested I install a new browser (Mozzilla Firefox) as that is the only browser she can get into the site with. Well I did that a little while ago and still can't get in, so I called the AP# that's listed in the AP sleeve. They asked me to punch in my reservation #? I just stayed on hold until they asked for my home phone #. I entered that and the CM comes on asking me about my reservation. I told her I just couldn't get in the passholders website and needed assistance with that. She said there was not a department to help with that and 'they' knew nothing about the website.

I then told her that with the new 'Passholder Best Rate Program' I needed to get into the website. She said there was no such program as the 'Passholder Best Rate Pogram' and asked where I had heard about it. When I told her another web site she said "Oh that explains it. You can never trust those other web sites and we are not able to stand behind anything you read on them Just ignore them. I assure you there is no such program". I told her it was on several web sites, not just one (including mousesavers). I also told her people on here have been able to book on the AP website and have been able to get discounts through November. She said there was no way that was true and the only available AP discounts expire in late August. I told I knew that wasn't correct, because I had an AP discount for Sept 17-24th (before I changed to the free dining pkg). Anyway I again asked her about the Best Rate Program and she got really rude and said "I'm telling you Disney has no such program for AP holders to book 120 days in advance and definitely does not have a nonrefundable one night deposit. That's stupid. Disney would never institute a program like that. That's just someone getting people stirred up on one of those forums". I finally got disgusted, said nevermind, and just hung up. Thanks for letting me rant. Her name was Jenny Lee by the way.

 

[C.Ann]

Whoa! This fiasco gets funnier by the minute..

Maybe this is all a bad dream.. I'd blame it on the full moon, but that isn't until tomorrow night..

 

[allisonwonderland]

weird-o-rama..!!!,was she just wrong and in snit or IS THERE no such thing as ap best rate program?WOW...rude-ey tood-ey on the phone...

 

[lillygator]

I called to ask about it as well and the CM I spoke with had never heard about it....go figure....

 

[aubriee]

Well I need to book my December trip. I can't get into the pass holders site (despite having an activated AP). CRO knows nothing about the plan. The passholder number is useless. Anyone have any ideas? Thanks!

 

[C.Ann]

Well I need to book my December trip. I can't get into the pass holders site (despite having an activated AP). CRO knows nothing about the plan. The passholder number is useless. Anyone have any ideas? Thanks!

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Would it be possible - and would you be comfortable - with going ahead and booking something now - via the traditional manner with CRO for whatever the going rate is - and then canceling it later, when and if you can gain access to the site?

 

[Mysteria]

Have you tried accessing it from a friend or family members computer? If that is not an option for you then how about a reputable Disney Specialist TA?

I'd also email Disney with your concerns about what happened when you called.

Myst

 

[UrsulasMyHero]

Devil's Advocate:

You really can't blame the girl. Disney is NOTORIOUS for not telling their reps that the plan is in place. Many times the plan simply is rolled out and the cm's get NO training. This is a valid plan, my friend who works in CRO heard about it last Wednesday, 3 days before they rolled it out. Not everyone gets the advanced notice. Sad but true, Disney doesn't communicate well with their employees.

I'm sorry she was rude to you. She should have asked you to hold and called for Guest Services who would have probably explained this to her. As for the passholder number, That is routed to regular CM's, The "internet Help Desk" is also routed to the CM's and more than 90% of the cm's don't have access to any more information than you do.

I realise this doesn't help much, but I hope you'll try back and if you don't get a satisfactory answer you'll ask to speak with Guest Services...

 

[Sammie]

Ursulas correct, while it would be nice to deal with people who know everything, but hey they can't be at CRO, they are all here,

Many of the agents at CRO are not even Disney employees, they are subcontracted out to answer phones. They know what they read on a computer screen or from a memo.

Since this is a passholder program that can only be booked online I am not sure Disney felt the need to update the info to every agent.

I agree she should not be rude, but I think the agents just can overwhelmed at times with people who know more than them.

 

[MNSusan]

I'm so sorry she was rude to you. There's no excuse for that.

I've had a great experience using Dreams Unlimited. My agent was able to get onto the TA site, book my dates using the Best Rate plan and cancel my old reservations. It sure is saving me a lot of grief.

BTW, I was able to get onto the site. Last night it was returning great rates but today everything is either "unavailable" or at rack rate. I'm fairly sure it's all part of the computer system being down.

 

[C.Ann]

Ursulas correct, while it would be nice to deal with people who know everything, but hey they can't be at CRO, they are all here,

Many of the agents at CRO are not even Disney employees, they are subcontracted out to answer phones. They know what they read on a computer screen or from a memo.

Since this is a passholder program that can only be booked online I am not sure Disney felt the need to update the info to every agent.

I agree she should not be rude, but I think the agents just can overwhelmed at times with people who know more than them.

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And the reason their mandatory on-line booking system isn't working properly is because.............??????

It's a poorly planned, poorly executed program and no matter how many excuses you come up with, it isn't going to change the fact that it's not working and people are becoming very frustrated trying to do what they were told they have to do in order to take advantage of this "great" offer..

 

[Sammie]

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And the reason their mandatory on-line booking system isn't working properly is because.............??????

It's a poorly planned, poorly executed program and no matter how many excuses you come up with, it isn't going to change the fact that it's not working and people are becoming very frustrated trying to do what they were told they have to do in order to take advantage of this "great" offer..

And you think the underpaid, over worked reservationist in Who Knows Where, USA, that has no idea what the program is, because it is not in her computer is not frustrated. My point, is I see no humor in making fun of someone trying to do their job with the info given them.

She should not have been rude, but that never stops anyone does it.
Yes the system should work, but the agent at CRO answering the phone is not the one responsible for it not working.

I am not making excuses for anyone, I just don't see why some have to get so upset and angry over booking a vacation. If it was that stressful to me, I would rather not go.

People are getting through and based on their comments here they seem to think it is a very good offer.

 

[C.Ann]

People are getting through and based on their comments here they seem to think it is a very good offer.

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That's good - and that's the way it should have been right from the start.. It would have saved a lot of people from posting how frustrated they were because they couldn't get through or were running into all sorts of inconsistencies..

No matter how you slice it, the way this program was "put into action" was very poorly executed - and yes, even funny.. Kind of reminds me of that old "I Love Lucy" show where she's working on the candy assembly line and the machine keeps going faster and faster and she's shoving candy in her mouth left and right trying to keep up with it.. For the most part, I would assume it wasn't Disney's intent to look silly and inept..

Quite frankly, if I had chosen to take advantage of this offer and ran into all of the problems that some of these folks did, I would have put my foot through the computer hours ago and booked a trip to Maine instead!

 

[PamNC]

I can only hope this poor CM was CORRECT. I hope I wake up to discover this is all a bad dream.

But I don't think that is the case.

Unfortunately.

One can hope.


PamNC

 

[PNO4TE]

Someone on here suggested I install a new browser (Mozzilla Firefox) as that is the only browser she can get into the site with. Well I did that a little while ago and still can't get in.

Aubriee -- That was me who suggested it. I am so sorry you still cannot get in. I hoped that it would take care of access for everyone who was as disheartened as I had been. Good luck to you in getting what you want.

 

[LisaS]

I'm one of those people who have never been able to log onto the Annual passholders site. I've tried my computer at home as well as the one at work. Someone on here suggested I install a new browser (Mozzilla Firefox) as that is the only browser she can get into the site with. Well I did that a little while ago and still can't get in...

Aubriee -- please tell us more about the specific problem you are having when trying to access the passholder's website. Maybe someone here can help you. Be as specific as you can. Can you get to the starting page of the passholder's site: www.disneyworld.com/passholder ?? If not, what happens? Do you get an error message?

If you can get to that page, what happens when you enter your name and AP info and click the Submit button? Do you get an error message?

Please let us know the exact nature of the problem and maybe we can help you gain access to the site.

 

[Luv2Roam]

Do you use Netscape?
I usually do. And with the Disney web site I run into all sorts of problems if I use Netscape.

If I use Internet Explorer for Disney, my access is fine.

I figure Disney must be so wrapped into Microsoft that anything else works poor.

I have been having no problems at all getting into the Disney webpage with IE. I would not even bother trying with Netscape.

 

[scoutsmom99]

I have a few different browsers and I was able to get in using netscape (I used 7.2 haven't tried it on 8 yet though).

 

[poohkinandpiglet]

Aubriee-

I have also had trouble logging in to the passholder site. Yesterday, it worked just fine but today I've been unable to get in at all.

I called CRO and they told me they were having trouble with the site.
GREAT-- after today my 120 day window ends. I guess I'll be one of those holding out and hoping for a room-only code!

 

[srfrgrl07]

Well I need to book my December trip. I can't get into the pass holders site (despite having an activated AP). CRO knows nothing about the plan. The passholder number is useless. Anyone have any ideas? Thanks!

when you call cro, as mentioned, the passholder line routes to a cro agent who boooks rooms. tell them you need a 'passholder agent' because you cannot log into the site. if they don't know what you are talking about, ask them to find out through guest services or whomever. it does exist. and let them know that the original cast member was uninformed, in a polite way, and they will be sure to educate her.