If flight is cancelled

paults · Feb 18, 2019

We are at BWV if incoming flight is cancelled or a really long delay what numbers should you call and let them (resort) know??

hcortesis · Feb 18, 2019

Just curious. But what would you want to let them know?

paults · Feb 18, 2019

If I will be arriving late like after n midnight or the next day. Don't want to lose a room because of a cancelled flight.

D-Trick · Feb 18, 2019

If you check in online, was told the room is ready, and you already have magic bands then there is no reason for them to cancel your room. By using the check in process you're committing to paying for the room (whether points, cash, etc) and they can't unassign your room.

hcortesis · Feb 18, 2019

paults said:
If I will be arriving late like after n midnight or the next day. Don't want to lose a room because of a cancelled flight.

Ah, ok, got it. I thought you were already at the BWV when you said "We are at BWV".

Memorymakerfor4 · Feb 18, 2019

I called the main Member Services number when our flight was delayed. They notified the resort that we would have a late check in after midnight and cancelled our dining reservations with no charge. She was very understanding and nice on a frustrating day stuck in airports.

carlbarry · Feb 20, 2019

I got to JFK at about 4:30 am to find out my flight was canceled by JetBlue. They re-scheduled me for the next day (at 4:30 pm so I'd miss a second day; I complained, and they moved me to a morning flight).
When I got back home I waited until 9 am and called DVC. The CM canceled that night, and kept the rest of the reservation. She was nice enough to put the 14 points into "holding."
I also canceled my scheduled "Keys to the Kingdom" tour which was on the day I would now be arriving. I was given a full refund.

paults · Feb 21, 2019

You got a great CM to do that. I don't think that works for everyone. I'd like to hear more peoples stories.

Micca · Feb 21, 2019

They surely deal with this all the time, doncha think? Flights get cancelled every day for one reason or another. It would be bad form for them to get hard-nosed about travel issues.

carlbarry said:
I got to JFK at about 4:30 am to find out my flight was canceled by JetBlue. They re-scheduled me for the next day (at 4:30 pm so I'd miss a second day

Man that's awful. So they got you out the first morning or you had to wait a day?

carlbarry · Feb 21, 2019

Micca said:
They surely deal with this all the time, doncha think? Flights get cancelled every day for one reason or another. It would be bad form for them to get hard-nosed about travel issues.

Man that's awful. So they got you out the first morning or you had to wait a day?

They had already re-assigned me a flight for 4:30 pm the next day. That meant that I'd arrive at my resort at around 9 pm, and thus lose another day. I complained bitterly, and they "found" me another flight the next day, in the morning. There were no openings on a flight on the same day.
There was a young guy there, on his way to a convention in Orlando. His father had driven him in from Connecticut, and dropped him off! He had to call him, tell him to turn around from returning from Connecticut. They found him a flight out of Stewart Airport for 5:30 pm the same day. Stewart is about 90 miles from JFK, and an over 2 hour drive! Then the father could turn around, and drive back to Connecticut. Fortunately, I live 15 minutes from JFK.

D-Trick · Feb 21, 2019

Micca said:
They surely deal with this all the time, doncha think? Flights get cancelled every day for one reason or another. It would be bad form for them to get hard-nosed about travel issues.

This is why airlines or travel companies sell travel insurance. Being strict when it comes to canceled flights or travel issues is not bad form. It should be expected. They have a policy and it's not their fault you or I don't show up. Now, them being nice enough to refund your first night will be appreciated, but definitely not expected.

carlbarry · Feb 21, 2019

D-Trick said:
This is why airlines or travel companies sell travel insurance. Being strict when it comes to canceled flights or travel issues is not bad form. It should be expected. They have a policy and it's not their fault you or I don't show up. Now, them being nice enough to refund your first night will be appreciated, but definitely not expected.

When I first got my contract, I booked a stay for friends, and their friend and child from Australia. The day of arrival I got a call from my friend telling me to cancel the friend's reservation. The child had torn apart my friend's house; she was afraid he'd do the same to the resort room, and I'd be responsible.
I called Member Services and canceled, and explained why. That time, too, they were nice enough to return my points! I also own a Wyndham timeshare, and I can assure you, Wyndham would never be so considerate to their owners.

Micca · Feb 21, 2019

D-Trick said:
This is why airlines or travel companies sell travel insurance. Being strict when it comes to canceled flights or travel issues is not bad form. It should be expected. They have a policy and it's not their fault you or I don't show up. Now, them being nice enough to refund your first night will be appreciated, but definitely not expected.

I totally expect the airlines to be hard-nosed and uncooperative, same for cruise lines and many other resorts. I think the reservation sitch at WDW falls under the "guest recovery" principle. From Disney's point of view you're planning to come and drop a bushel of money on them. If the guest has run into a bump, Disney can choose to maintain a strict cancellation policy, or cut the guest some slack. So Disney is in the position of making the situation better (by being helpful) or they can make it worse (charge for the unused room night.) When the guest tells all of their friends and family how screwed up their trip was at the beginning they are going to comment one way or the other about how the problem was handled. Or in the case of our thread friends @Memorymakerfor4 & @carlbarry, they posted on the web that Disney cooperated with them in a pinch.

carlbarry · Feb 21, 2019

Micca said:
I totally expect the airlines to be hard-nosed and uncooperative, same for cruise lines and many other resorts. I think the reservation sitch at WDW falls under the "guest recovery" principle. From Disney's point of view you're planning to come and drop a bushel of money on them. If the guest has run into a bump, Disney can choose to maintain a strict cancellation policy, or cut the guest some slack. So Disney is in the position of making the situation better (by being helpful) or they can make it worse (charge for the unused room night.) When the guest tells all of their friends and family how screwed up their trip was at the beginning they are going to comment one way or the other about how the problem was handled. Or in the case of our thread friends @Memorymakerfor4 & @carlbarry, they posted on the web that Disney cooperated with them in a pinch.

I saw a post a while ago from a British man whose son vomited upon walking out of a restaurant at I believe Yacht Club. He thought Disney would charge him for cleaning. Instead, the CMs cleaned up, and one took his son into the store and GAVE him a fresh shirt and pants, and GAVE the wife a fresh blouse (hers had vomit). The father was stunned by the service. And so instead of potentially complaining about what food his son was given that made him vomit, they overwhelmed with good and concerned service. Smart business practice on the part of Disney!

Memorymakerfor4 · Feb 21, 2019

Micca said:
I totally expect the airlines to be hard-nosed and uncooperative, same for cruise lines and many other resorts. I think the reservation sitch at WDW falls under the "guest recovery" principle. From Disney's point of view you're planning to come and drop a bushel of money on them. If the guest has run into a bump, Disney can choose to maintain a strict cancellation policy, or cut the guest some slack. So Disney is in the position of making the situation better (by being helpful) or they can make it worse (charge for the unused room night.) When the guest tells all of their friends and family how screwed up their trip was at the beginning they are going to comment one way or the other about how the problem was handled. Or in the case of our thread friends @Memorymakerfor4 & @carlbarry, they posted on the web that Disney cooperated with them in a pinch.

My husband loves to say that Disney sells customer service, the theme park stuff is secondary. I was delighted that they waived the dining fees, but certainly didn't ask for or expect them. I just thought it common curtesy to let my hotel know my arrival time had changed so drastically. And you bet we told everyone how wonderful they were to accommodate us.

D-Trick · Feb 22, 2019

Micca said:
I totally expect the airlines to be hard-nosed and uncooperative, same for cruise lines and many other resorts. I think the reservation sitch at WDW falls under the "guest recovery" principle. From Disney's point of view you're planning to come and drop a bushel of money on them. If the guest has run into a bump, Disney can choose to maintain a strict cancellation policy, or cut the guest some slack. So Disney is in the position of making the situation better (by being helpful) or they can make it worse (charge for the unused room night.) When the guest tells all of their friends and family how screwed up their trip was at the beginning they are going to comment one way or the other about how the problem was handled. Or in the case of our thread friends @Memorymakerfor4 & @carlbarry, they posted on the web that Disney cooperated with them in a pinch.

I don't disagree with you. Disney's customer service is in a class of its own.

Carlberry from post #7 said that they put his points into holding, which is actually just the standard last minute cancellation policy... though I recognize the request was made "the day of" and not at the proper -1 days. So I think DVC is holding true in regards to hotel policy. If we can find an instance of, say, a cash reservation where the first night was refunded the day of... that would be a prime of example of excellent service recovery.

The above and beyond guest recovery for carlberry was the cancellation and refund of his booked tour at the last moment.

CarolMN · Feb 22, 2019

Believe policy re cancellation on day of arrival results in forfeiture of points (not holding).

carlbarry · Feb 23, 2019

CarolMN said:
Believe policy re cancellation on day of arrival results in forfeiture of points (not holding).

Correct. DVC website states:
Cancelling a Reservation

30 Days to One Day Before Check-In All Vacation Points used to make the reservation will be placed in a Holding Account in the Use Year in which the reservation falls.
On the Check-In date All Vacation Points used to make the reservation will be forfeited.
So in both the instances I experienced--where I canceled day of to avoid a child damaging the room, and where I cancelled day of due to a flight cancellation--my points should have been lost.

bumbershoot · Feb 25, 2019

carlbarry said:
I got to JFK at about 4:30 am to find out my flight was canceled by JetBlue. They re-scheduled me for the next day (at 4:30 pm so I'd miss a second day; I complained, and they moved me to a morning flight).

Always always know what flights are available to be moved to. The computers assign to the easy ones. While waiting in line look up the flights.

carlbarry said:
When I got back home I waited until 9 am and called DVC. The CM canceled that night, and kept the rest of the reservation. She was nice enough to put the 14 points into "holding."

That was very kind of them. I would never expect such a thing, but it sure was nice.

carlbarry said:
I saw a post a while ago from a British man whose son vomited upon walking out of a restaurant at I believe Yacht Club. He thought Disney would charge him for cleaning. Instead, the CMs cleaned up, and one took his son into the store and GAVE him a fresh shirt and pants, and GAVE the wife a fresh blouse (hers had vomit). The father was stunned by the service. And so instead of potentially complaining about what food his son was given that made him vomit, they overwhelmed with good and concerned service. Smart business practice on the part of Disney!

Fwiw it’s not just Disney that does this. We saw a kid spill chocolate milk on his new wizarding robes at universal, and got a team member while we ran to get them napkins. The TM helped clean up the table and took them straight to a store to get the child brand new robes.

carlbarry · Feb 25, 2019

bumbershoot said:
Always always know what flights are available to be moved to. The computers assign to the easy ones. While waiting in line look up the flights.

.

Yep. I should have taken out my laptop and checked for myself. I suspect there might have been empty seats, but ones that were "more leg room only," as in the flight I finally got for the next morning.

If flight is cancelled

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