Question: We recently purchased 350 points in Disney Vacation Club, Disney’s timeshare program. New members of Disney Vacation Club are given help with their first reservation, and salespeople can go into Disney’s cash inventory, if necessary, to get a better selection.
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As Joyce Dunne was checking out of Disney’s Grand Floridian Resort & Spa in Orlando recently, a cast member slipped her some bad news: Her Honda minivan had been damaged by the parking valet.
And how.
When she arrived on the scene of the collision, she found “pieces of the vehicle scattered everywhere.” Her van had been totaled in a collision with another Disney vehicle. Curiously, the driver had been “removed” from the scene, and when Dunne said she wanted to call the police to file a report, she was told she couldn’t because it happened on private property.
A Disney representative assured her the company would take full responsibility for the accident. But Dunne says the Mouse shortchanged her, leaving her car-less and without any recourse.
To say that Michael Harr-Trueblood’s 10-day cruise aboard the Disney Wonder was disappointing might be an understatement.
On his first morning on board, he woke up at 5 a.m., “coughing, choking, eyes burning to an overwhelming smell of raw sewage.” And while Disney made efforts to address his complaint during the voyage, the question is: Did it do enough?
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Question: I recently booked a vacation package to Disneyland through Southwest Vacations, but I mistakenly entered the wrong date — September instead of December. We were away when the tickets were delivered, and I didn’t notice the error until it was too late. We were considered “no-shows” for our vacation.
This error is extremely unfortunate, since we planned this trip for my husband’s birthday. It was an honest mistake.
I contacted Southwest Vacations, and they said they would be willing to rebook our airline tickets and re-issue our theme park tickets, but that there would be a $500 penalty for the Disney hotel. Southwest asked Disney to waive its rules, but Disney hasn’t responded. I know they are under no obligation to rebook our package, but can you help us? — Pamela Metcalf Kunelis, Fair Oaks, Calif.
Answer: I agree, neither Southwest Vacations nor Disney was under any obligation to refund any portion of your vacation. The fact that Southwest had agreed to re-issue your plane tickets and theme park tickets was more than you — or I — could have asked for.
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In one video, a little boy dances during a parade at Disney’s Magic Kingdom. In another, a young girl dressed as a princess embraces her father. And in a third, two women explore Cinderella Castle.
All are part of Disney’s new campaign called Let the Memories Begin — a promotion that relies on what the company refers to as “guest-generated” content.
“Let the Memories Begin is about real guests making real memories in our parks,” said Leslie Ferraro, executive vice president of global marketing for Disney Destinations.
“Disney guests have always loved sharing their vacation memories with us and each other. New technologies like YouTube and Facebook have made it easier and faster for our guests to share their memories, for Disney Parks to spotlight those memories on a larger scale, and for us to reinforce to our guests how important we think their memories are.”
Disney isn’t alone.
The travel industry — which for years considered videos as byproducts of a happy vacation, if not liabilities that occasionally found their way on to the Internet — has also had a change of heart.
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This was supposed to be a post about Mickey’s Not So Scary Halloween Party at Disney World, which we attended on Friday evening. It was great fun, like last year, except that we stayed for the parade.
The kids loved it. We’re grateful to Disney for inviting us.
So why are you watching a 30-second clip of our trip to Canaveral National Seashore yesterday? Well, let me explain.
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Question: I’m hoping you can help me. I read your column, and I really believe you are my last option.
My family and I were scheduled to visit Walt Disney World for six nights this spring. However, life got complicated when our daughter ran away. We called the police and reported her a runaway, and then finally canceled our vacation. She had not come home, and the police suggested we not leave the state while our minor child was missing.
While I realize that the running away of minor children is not a listed excuse for travel cancellation, how can it not be a bona fide reason? I imagine it’s not listed because it is not a common occurrence — but who in their right mind would not heed the advice of police officers looking for a teenage runaway? What kind of crazy family would go on a Disney vacation while their child is missing?
Disney Travel agreed to refund the hotel and park passes, but our insurance company refused to refund $588 in airline tickets. Disney said it was beyond their control. I’m hoping it’s not beyond your control. Any chance you can help me get my money back? — Terry Thompson, Chadds Ford, Pa.
Answer: If your airline tickets were nonrefundable, then Disney doesn’t owe you a refund, technically speaking.
But who cares about technicalities? Your daughter ran away, which is a legitimate reason for cancelling your vacation. As a company that caters to families — I mean, Disney is practically synonymous with family fun — you’d expect Mickey to show a little compassion.
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