I had reason to call Disney this week. It’s an incredible compliment to their brand experience and customer service that having a problem that necessitates an actual phone call isn’t seen as a negative. I even had to hold for over ten minutes to get through to someone and I didn’t mind. I sat and listened to the hold music with my phone on speaker so that Emily could enjoy it too.
When the dreamy American accent on the other end of the line eventually answered, the warmth of the greeting was like a Floridian summers day. I immediately had to put on my “I’m talking to an American” voice so that they would stand a chance of understanding me.
I explained my issue feeling genuine regret that I had to trouble them when I’ve only spent the value of an average house in the UK with them in my lifetime. The agent sounded as if I had just explained that half of my family had passed away and her regret and genuine concern comforted me in its warm embrace.
My issue was that even though I had linked all of our tickets to our party members, when I did a dry run of a FastPass booking to make sure we were ready to go, the app and web site errored telling me one of the party had no valid ticket. Yet I could see the valid ticket against their name elsewhere in the app.
The agent said she would speak to tech support if I didn’t mind holding. Mind holding? I was a few moments away from sending her my house keys and pension details. A few moments passed and she returned to apologise again that I had indeed linked everyone correctly but one hadn’t linked all the way through. She asked me to refresh my web page and there I would see that everything was now sorted. I was asked if there was anything else I needed today and when I confirmed there wasn’t she wished me a magical day and said she was looking forward to seeing us in April.
Emily at this point was close to tears and I felt like changing my will to make the Disney company sole heir to my debts. This does not happen when I contact other call centres. I know they are selling magic and most of their customers love the experience which is hard to match if you sell energy or mobile phones but how they manage to deliver such high standards consistently is truly amazing. In all of my dealings with Disney over thirty odd years I do struggle to remember a negative experience.
I was so misty eyed that I didn’t think to keep them on the phone whilst I tried another FastPass dry run and after putting the phone down I noticed that I was only being offered dates that are 30 days out, rather than 60 as we are on site elite uber customers. I couldn’t face the emotion of another phone call so I emailed them instead.
It may be that the FastPass window only opens to 60 days when you are actually 60 days out from your on site booking? If anyone of you who do the on site thing more than we do know that would be lovely. Otherwise I shall await the reply to my email.
In other news this week, it was announced that it will be the end of Wishes just after our visit. I cannot tell you how upset Emily was. She does have a complete aversion to things changing at Disney. Anything that she experienced during her childhood is not allowed to be amended in any way. I understand that of course but having seen more changes than she has, I know that these things have to happen to keep the parks interesting and of course keep the punters coming back.
She will observe a period of mourning and the usual guaranteed tears on our final day as we watch Wishes will be increased by a factor of about ten, as she knows she will never see it again.
With Rivers of Light also coming on line and opening dates announced for Avatar and Star Wars Land it’s been a big week for Disney. Anyone would think that Universal have a new park opening soon!!
I won’t bother with you with my pre-holiday weight loss progress. The least said the better.
Till the next time…..