Displeased with Disney Travel Agent

Patricia Ankersen

Earning My Ears
Joined
May 13, 2019
I have been working with an approved Disney Vacation Agent from an approved agency and I am really frustrated with them. She has had complete control of my Disney Experience account and trip since we booked a few months ago. She told me they did not want to give me my login information because she did not want me going in and messing up the plans she makes. Not sure if this is normal, but last week I texted her and asked if she could switch my dining reservations because I wanted to switch which day we were going to the parks. She told me she could not help me for 14 days because she was at a conference and was not working until she got back. So I basically begged her for my login information to change it myself and she reluctantly did. I noticed today looking at my account settings and she is using her own address and her information for the account. I was just wondering if this is normal behavior and policy for a travel agent? Also, can you change travel agents because I am worried about fast pass booking due to the fact she told me she could not help me for 14 days with dining reservations I had no access too?
 

siren0119

DIS Veteran
Joined
Sep 26, 2018
Nope. My TA helps me make plans, but I have full control over my MDE account. Her address on the account means that she will be receiving your magic bands, not you (they mail to the address on file). I don't necessarily think she's being shady, just WAY over the top controlling.
 
  • amgoodwin

    Earning My Ears
    Joined
    Mar 2, 2017
    I have been working with an approved Disney Vacation Agent from an approved agency and I am really frustrated with them. She has had complete control of my Disney Experience account and trip since we booked a few months ago. She told me they did not want to give me my login information because she did not want me going in and messing up the plans she makes. Not sure if this is normal, but last week I texted her and asked if she could switch my dining reservations because I wanted to switch which day we were going to the parks. She told me she could not help me for 14 days because she was at a conference and was not working until she got back. So I basically begged her for my login information to change it myself and she reluctantly did. I noticed today looking at my account settings and she is using her own address and her information for the account. I was just wondering if this is normal behavior and policy for a travel agent? Also, can you change travel agents because I am worried about fast pass booking due to the fact she told me she could not help me for 14 days with dining reservations I had no access too?
    no no just no. should both have access and be able to change anything you want, it's your trip, and not sure why bands would go to her, mine came to my house, now some if my other paperwork went to her and she sent to me along with a gift. sounds shady
     

    Shelly F - Ohio

    Disney Extraordinaire
    Joined
    Feb 22, 2004
    I would talk to the owner of the TA. This is not right. I would edit the address and make it yours. I would also go in and change the email address and the password on the acct so the TA has not control. Since everything is booked but your FP which you can do yourself you don't need to switch TA just do the FP yourself. Because at this point I would not want the TA to do anything else for me. If she truly is a Disney approved agent I would report her to Disney.
     

    SteveH

    Where's my Mai Tai?
    Joined
    Sep 8, 1999
    That is not normal, and sure not how my TA handles things at all. They were very up front about how they operate, and no games from them at all. You can switch at any time, depending how far out you are you might consider it. I understand not being available while your on a trip but that's why they work as a team with another agent so they can help you out.
     
  • DLgal

    DIS Veteran
    Joined
    Feb 12, 2013
    I would talk to the owner of the TA. This is not right. I would edit the address and make it yours. I would also go in and change the email address and the password on the acct so the TA has not control. Since everything is booked but your FP which you can do yourself you don't need to switch TA just do the FP yourself. Because at this point I would not want the TA to do anything else for me. If she truly is a Disney approved agent I would report her to Disney.
    I suggested cancelling the trip because I don't think a TA like this deserves the commission.
     

    Sara_H

    999 ghosts with room for 1 more...
    Joined
    Mar 11, 2015
    I wouldn't trust her...she seems very shady. The whole not giving you your own user name and password for the MDE because she doesn't want you to "screw anything up"...well it's your trip and you can screw it up if you want to. :-) She could be having the magicbands shipped to her because maybe she thinks it is convenient...but now you would have to go to her to get them and it just doesn't seem right.
     

    OKW Lover

    Retired and living 2 miles from The Castle.
    DIS Lifetime Sponsor
    Joined
    Apr 29, 2004
    Definitely time to get a new TA. You're probably stuck with this one for this trip, but for the next trip go elsewhere. Remember that the DIS Boards are sponsored by Dreams Unlimited Travel. Booking through them helps keep the boards going.
     

    YawningDodo

    DIS Veteran
    Joined
    Sep 16, 2014
    Honestly, I second the suggestion to completely cancel and re-book; this person is being bizarrely controlling and I would not trust them with my reservations--plus at this point she does not deserve the commission she'll get from Disney once you've completed your trip. At the very least you can lock her out of your MDE account and give it your own address (I'd be afraid she'd change the password and lock you back out of it again if you wait too long, with the behavior you've described).

    I'm unclear, though, on how much control the TA has outside of MDE access. Does the TA have to cancel it for you if you want out of the agreement?
     
  • gulliesmom

    Mouseketeer
    Joined
    Dec 6, 2017
    Another vote for cancelling and rebooking yourself- I used a TA that I was less than pleased with but that is because she was the opposite and did NOTHING for me- I knew more about my options from asking questions here on this forum, so I just felt like it was a waste to even use her. Yours sounds awful and I would report her and cancel.
     

    eco-muse

    ...
    Joined
    Apr 5, 2019
    The idea of her controlling your MDE account just sounds bizarre. Sometimes, I book the trip myself, and other times I go with a travel agent. This year is a travel agent year and she's never had access to my MDE account. If I need her help with booking something (ex. a resort), I'll let her know my preferences (dates, room choice, etc.) and she books it, but then sends me all the reservation information (confirmation emails and whatnot). I just add the confirmation number to MDE myself, and all is good.

    Also, I agree with others: cancel it and re-book it yourself (and don't use that travel company again).
     

    ClapYourHands

    DIS Veteran
    Joined
    Mar 2, 2018
    The idea of her controlling your MDE account just sounds bizarre. Sometimes, I book the trip myself, and other times I go with a travel agent. This year is a travel agent year and she's never had access to my MDE account. If I need her help with booking something (ex. a resort), I'll let her know my preferences (dates, room choice, etc.) and she books it, but then sends me all the reservation information (confirmation emails and whatnot). I just add the confirmation number to MDE myself, and all is good.

    Also, I agree with others: cancel it and re-book it yourself (and don't use that travel company again).
    Yeah, I used a TA for my room and tickets last trip, but he never had access to my MDE, nor did he ask for it. I can book FP as easily, or more easily, than a TA can. If I'm doing it myself, I know in real time if something isn't available so I can make on-the-fly decisions about what to substitute. I really don't want someone guessing for me.

    OP, why does the TA have your MDE account? Did she ask for it? If so, it's really strange she'd put her own email and physical address in your account. Is this your first trip and she "created" it for you? If so, it's STILL really strange her addresses are there unless you were not available to provide those to her OR you're not located in the US and there's some reason you need a domestic address with your package.

    As PP have suggested, you should go ahead and take back your MDE account with your own contact information and physical address.

    Depending on how the trip was booked, you may be able to cancel and rebook yourself. But there's also a good chance the package rate and/or room type are no longer available to rebook yourself. For example, if you have free dining or the summer room discount, those promotions ended, so you'll revert to rack rate if you cancel and rebook.
     

    amberpi

    DIS Veteran
    Joined
    Jul 13, 2012
    Cut her off and do it yourself. I honestly find it weird to use a ta for most trips anymore. We’re looking at Russia next year and will go direct to the tour company we want to use. If either of us spoke Russian, we wouldn’t use a ta/tour service there either.
     
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    DazzleT

    Mouseketeer
    Joined
    Aug 22, 2018
    My TA sent me directions on how to set up my my Disney account. She then gave me the option of sharing my account with her for making reservations or not. She also said when done, change password. So, yeah, this TA is super shady. I’d look at requesting a different agent (I think the agency has a few different ones and the can help each other- like I seem to think mine said if I need help urgently and she is unavailable there is always someone who can help me.
     

    Twilight Sparkle

    DIS Veteran
    Joined
    May 24, 2015
    Can you take back control of your MDE by changing the username, or at least the password, and updating the physical address and email address to your own addresses? And then don't give her the new info. If she has to make any new reservations on your behalf, she can do it the old-fashioned way by calling in. Then she can give you the confirmation numbers and you can link those numbers to your account. If she doesn't like working that way, I'd say it's time for her to hand over your trip to a TA within the agency who isn't so controlling. Having the magic bands ship directly to her would make me very uncomfortable. None of this sounds normal to me. You will need full access to your MDE when you're on your trip, too, because you'll want to be able to add additional fast passes, change existing fast passes, possibly change meal reservations, have access to mobile ordering, check in online, etc.
     

    Dashzap

    DIS Veteran
    Joined
    Apr 30, 2006
    I'm unclear, though, on how much control the TA has outside of MDE access. Does the TA have to cancel it for you if you want out of the agreement?
    If the res is booked through a TA, you can't modify or cancel or make a payment on that res directly to Disney. You have to go through the TA.
     

    Lola Granola

    Earning My Ears
    Joined
    Feb 13, 2019
    This is the craziest thing I have ever heard. You should have complete control over everything. Call the agency owner and ask to either have the reservation returned to you OR have another agent assigned. Cancelling the reservation might be an issue because you could lose your discount (or Fastpasses). Disney will ALWAYS return the reservation to the client—you own it. You can even switch agencies. Most owners would rather give the reservation back to you than risk having bad reviews all over Facebook. Let us know what happened.
     

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