Wrong Time Confrmed for Individual Lightening Lane Confirmation - Cancelation Still Possible?

[pokee99]

I bought an ILL for Rise at around 10AM that listed a 10:30 AM return time. After I booked it, the confirmation listed 4:30PM. We'll be leaving the park at noon, so obviously that's $40 down the drain because the app gave us the wrong time. Unfortunately I didn't take a screenshot.

Since I can't cancel in the app, is there any way to get a refund at guest relations?

Or, at the very least, override the 6 hour return time and give us an immediate return time so we can ride before we leave at noon?

 

[heather913]

Go ask Guest Relations and see what they can do.

 

[pokee99]

Already planned to visit guest relations. But want to make sure I'm not wasting my time. Already spending 2 hours in the standby line at Rise so I can get in before noon.

Can anyone right at or near the ride help me? I'm pushing a wheelchair, so hoping to save some steps.

 

[pokee99]

*Update* there was a guest relations close by and they apologized and said it sometimes happens where the return times are wrong (this one had a 6 hour discrepancy, but who's counting... lol). The CM said I should be able to cancel myself - but there's no option to do so in the app, and T&C clearly state that ILL are non-refundable, sooooo... not sure why he said that. He was able to refund me manually.

 

[gottalovepluto]

*Update* there was a guest relations close by and they apologized and said it sometimes happens where the return times are wrong (this one had a 6 hour discrepancy, but who's counting... lol). The CM said I should be able to cancel myself - but there's no option to do so in the app, and T&C clearly state that ILL are non-refundable, sooooo... not sure why he said that. He was able to refund me manually.

I had a 9 hour discrepancy last month at WDW for Flight of Passage so it sounds like Disneyland still has some IT to break to catch up to the sister park

 

[pokee99]

It is understandable that there will be IT glitches here and there. I just wish they were more up front in their literature about handling app SNAFUS. But I guess that doesn't sell many Genie+ passes. When I told the CM at GR about my app problems specific to my phone, he said I'm not alone and there's a long list of those. Guess they're still working out all the bugs.

 

[CaptainAmerica]

T&C clearly state that ILL are non-refundable, sooooo... not sure why he said that. He was able to refund me manually.

Non-refundable doesn't mean "you're screwed if our computer systems mess something up."

Plane tickets are non-refundable too, but if you book a trip from Phoenix to Denver on April 30 and they put you on a flight from Cleveland to Los Angeles on June 8, you're obviously not on the hook for that.

 

[SOCALMouseMommy]

Non-refundable doesn't mean "you're screwed if our computer systems mess something up."

Plane tickets are non-refundable too, but if you book a trip from Phoenix to Denver on April 30 and they put you on a flight from Cleveland to Los Angeles on June 8, you're obviously not on the hook for that.

Yes, but if they are non-refundable why would there be a cancel option like the CM said? (And it sounds like there is not.)

 

[FeistyDisneyMom]

Yes, but if they are non-refundable why would there be a cancel option like the CM said? (And it sounds like there is not.)

The CM was probably confusing regular G+ LL reservations with the ILL$ reservation. They get confused just like the rest of us

 

[pokee99]

Non-refundable doesn't mean "you're screwed if our computer systems mess something up."

Plane tickets are non-refundable too, but if you book a trip from Phoenix to Denver on April 30 and they put you on a flight from Cleveland to Los Angeles on June 8, you're obviously not on the hook for that.

Well, a lot of plane tickets are refundable within 24 hours, so you can double check the reservation that was made.

And in this case, unlike a botched plane ticket, I was not able to prove it was their IT glitch vs. me just changing my mind.

Non-refundable usually means Non-refundable.

 

[pokee99]

The CM was probably confusing regular G+ LL reservations with the ILL$ reservation. They get confused just like the rest of us

Yeah, I think this was the case. He seemed a little confused that he didn't see a cancel option in my account in the app...