Disneyland ticket problems (long)

[AHappierHour]

We took my kids to the parks for my daughters birthday. My MIL called the park and bought our tickets as a gift to us. They were 2 day park hoppers. The tickets were mailed to our house. We got there yesterday when the park opened and when they scanned the tickets they came up invalid. Thank god I had the envelope and invoice with me when I went to the box office and they were able to find her order in the computer and issued us new tickets.

The new tickets were for 2 sets one 1 day park hoppers and the new tickets said complementary. The box office could not figure out why our tickets weren't scanning right. All the numbers were matching up and this was their fix. 40 mins later we got into the park.

My problem is when we were leaving on day 2 H says see how much it would be to upgrade for passes ( YAY!!!! ) I take the tickets to group sales/passes and they treated me so bad. They saw our tickets and said because they said complementary they had no value. I showed them the invoice and explained what happened and they said sorry you can't upgrade these, you didn't pay for them. They were free. I asked them to please look up the invoice in the computer and read the notes. She said no I can't do that because your name is MIL's name. I explain the address they were sent to was my address and showed her my ID and she said sorry I can't speak to you.

I felt the whole time she talked to me she treated me if I was liar and trying scam her. Now I have to fight with CS to get them to fix this problem and hope they give us the discount on the passes. This has totally being frustrating and disappointing because gosh I would have loved to end out trip by surprising my kids with passes. Instead they got a pissed off Mom.

What else can I do? What should I ask for when I speak to them? Any info will be so helpful.

[FastHands]

I think maybe there were 2 issues? They wouldn't upgrade "complimentary" tix, which obviously they should look back at your circumstances. However, it also sounds like perhaps you can't upgrade tix that were a gift? Like maybe you would've been told no even if the original tix worked properly. Whoever you talk to next, I would clarify that policy first and then go from there.

I'm sorry it put a damper on your trip! I hope you can get it sorted out.

[sarahbear]

Ask for a manager.

[AHappierHour]

Sept 5, 2016 21:49:47 GMT -5 FastHands said:

I think maybe there were 2 issues? They wouldn't upgrade "complimentary" tix, which obviously they should look back at your circumstances. However, it also sounds like perhaps you can't upgrade tix that were a gift? Like maybe you would've been told no even if the original tix worked properly. Whoever you talk to next, I would clarify that policy first and then go from there.

I'm sorry it put a damper on your trip! I hope you can get it sorted out.

I don't think the gift thing matters. People gift tickets all the time and the only reason why they know they were a gift is because of their mistake. Each orginal ticket had our names on them. Our complimentary tickets had our names on them. Their issue was they said complimentary.

[AHappierHour]

Sept 5, 2016 21:49:50 GMT -5 sarahbear said:

Ask for a manager.

I did and she was the one that was so rude to me.

The box office attendant and supervisor that help us in the morning was so nice and helpful. This other employee was the complete opposite.

[sparkythelawyer]

Try the Disney board?

[ksun]

contact Disney and make sure you have the manager's name, etc. If you go to the Disneyland.com website, there's a place you can e-mail them.

[Alex]

Go to City Hall if you haven't already. They are usually able to sort out issues better than the individual departments.

It wouldn't surprise me if you can't upgrade a ticket you didn't actually buy. It probably doesn't matter that they were shipped to you if you didn't actually pay for them.

[elleblue]

Were you speaking to Guest Services or Guest Relations? The cast members in City Hall (Guest Relations) should be able to take care of your issues and I'm honestly quite surprised they didn't (if that's who you were speaking to).

[AHappierHour]

Sept 5, 2016 22:43:52 GMT -5 elleblue said:

Were you speaking to Guest Services or Guest Relations? The cast members in City Hall (Guest Relations) should be able to take care of your issues and I'm honestly quite surprised they didn't (if that's who you were speaking to).

It was the office right outside next to lost and found. That's where I was told to go to ask about upgrading our tickets.

[elleblue]

Sept 5, 2016 22:49:28 GMT -5 AHappierHour said:

Sept 5, 2016 22:43:52 GMT -5 elleblue said:

Were you speaking to Guest Services or Guest Relations? The cast members in City Hall (Guest Relations) should be able to take care of your issues and I'm honestly quite surprised they didn't (if that's who you were speaking to).

It was the office right outside next to lost and found. That's where I was told to go to ask about upgrading our tickets.

Yeah, that would be Guest Relations. I'm shocked you were treated so poorly. It is true that complimentary tickets, which is what it sounds like they replaced your faulty ones with, have no monetary value, so they wouldn't be able to be used to upgrade to passes. I'm guessing that when you exchanged your original "invalid" tickets, they took those. So all you have is the receipt/invoice? I can see how not having the actual tickets in hand complicates matters, especially without your MIL being there. That said, there is no reason for them to treat you poorly. I will say, having worked as a tour guide/Guest Relations, people do try any and every scam possible and with the prices they way they are currently, it's probably even more rampant than it was when I was there (a decade ago). I can't imagine that there isn't some solution, though I wouldn't blame you for feeling fed up by this point.


Eta: It's unfortunate that it's been so long since I worked there, otherwise I'd try to talk to someone for you to see if there's anything that can be done but I don't think I know anyone who still works in City Hall.