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Disney cruise credit after PIF due to representative misrepresentation?

Sep 6, 2019
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My already paid in full cruise in november 2019 has released discounted igt and military rates. The conpany sites these rates cannot be applied to prior bookings. In 2018 we booked a last minute military rate and on board we were encouraged advised and pressured to book a placeholder cruise and book in advance as the only way to save on a disney cruise as "disney rates only increase in price, never decrease." This is opposite of what occurred here in 2019. I wrote an enail stating my frustration over the decreased fares released and asked for a refund of the difference or an onboard credit and was called back. The agent I spoke to over the phone today when I told I felt I was misrepresented by their own onboard salesman stated that its their policy buy ultimately it waa my decision to buy when i did. She also stated, "typically, disney cruises ALWAYS increase in price so the agent you purchased from was correct." I immediately pointed out to her that she too just fell into the same misrepresentation by saying disney cruises will ALWAYS increase in price, thereby then pushing customers towards immediately booking thinking there is no chance of catching a less expensive fare. ALWAYS means inevitably, consistent, at all times, on all occasions. It does not leave grey area. Thereby I believe they are misrepresenting their sailings' prices and should be held accountable when the opposite occurs.

What's your desired resolution? I desire the difference of the rates in form of refund or on board credit.

What's the value of your claim (in US $)? 332


Update: as of today, and sending this in another email, disney respresentative Kristin called and initially stated they could do no compensation. I expresses myself again stating this was due to their employee saying I would only save money booking how i did and after a while she put me on hold and came back stating her leader, who does not ever talk to consumers, offered a 150 on board credit but that was all they could do. They have now shifted from being able to offer nothing to obly being able to offer 150 of my requested 332. I told them i needed to consider how this was or wasnt in my familys best interest and get back to them.

How should I proceed?
 

Neil Maley

Moderator
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Dec 27, 2014
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You can ask but they may not do anything. This is typical of every cruise line- once you are paid in full they don’t reduce the price if they lower the price to sell out the cruise. I would take what they offered.

If you think this is maddening what’s even worse is lines that allow you to bid for an upgrade. We stopped sending them to clients because when they check any current prices online they are usually lower then they paid and lower than the upgrade offer.

Why not ask the if they are willing to upgrade you to a better stateroom?
 

VoR61

Jan 6, 2015
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These are my initial thoughts . . .

Technically, once you book your cruise, subsequent discounts are not a cause for a refund/discount. However, per your post, they have twice stated the "book now" recommendation even in the face or a current discount, I believe you have a case, whether or not they decide to refund the difference.

If you choose to escalate, do not start with the CEO. Begin at the lowest level in the list below. Present a brief summary of your case
and give each contact one (1) week to respond before escalating to the next level. Decide beforehand what a reasonable resolution looks like . . .


https://www.elliott.org/company-contacts/disney-cruise-line
 
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justlisa

Feb 12, 2019
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If you book a specific stateroom, most don't allow you to then switch to a guaranteed room in my experience (which I believe is what you mean by igt). Often, but not always, the guarantee discounts are to help fill the boat and give the cruise line the discretion to put you in where there are holes.

Military discounts are outside the realm of normal bookings and are not guaranteed, so I personally don't think the sales person misled you in saying the prices always increase. Not everyone qualifies for a military discount, and as the discount didn't show up until after final payment date it doesn't appear as if Disney offers them on every sailing. So it was more of a fluke that in this one instance with this one customer the "book now" recommendation was wrong. (Also I believe most cruise lines have the stipulation that discounts like military or interline discounts are only applied on new bookings so Disney having this rule is the norm.)

I agree with Neil and would take what was offered (or ask for an upgrade, but knowing Disney prices I think an upgrade would me more than $300). I know Royal Caribbean never offers OBC for price reductions after final payment and NCL only sometimes offers a fraction in OBC - and a much smaller fraction that Disney offered you.

As for Disney - they didn't "shift" they're not suddenly saying you should get the full discount. Disney just tends to follow the squeaky wheel/customer is always right thinking more often than others - you put up enough of a fuss and they'll offer something.
 
Sep 6, 2019
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My understanding speaking to both agents was that they stated that they understood and agreed with me but felt it was unfortunate because theres no rules at their disposal which would equate a refund or onboard credit in the amount of the difference. Essentially, they are stating on a human level they wish they could refund me but on a business level theyre restricted.

However, upon receiving the offer of the 150, does that not depict that they can offer compensation but just choose it not to be the full amount?
Should I continue to persue the additiomal amount with the rep ive been dealing with? Or being she states that this is it, do I then go to the main contact on the escalation executives list that is here ?
Thank you for your advice.
 

justlisa

Feb 12, 2019
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No, it doesn't necessarily mean they're holding back on you and should be able to give you the full amount. If she stated that 150 was all she could offer, she's might be giving you the max amount at her discretion to essentially make you go away. I didn't work for their cruise line, but did work in their parks and there was a set dollar amount based on your position that you could use to "make things right". My guess is that this is what the supervisor was doing in light of you contacting them several times about this.

You could continue to escalate this up to the executives. Who knows, a well written letter may get you the result you seek. But considering Disney 1) doesn't give refunds or OBC for price decreases and 2) the price decrease is for new bookings only and you don't qualify for it - I would be surprised if they gave you more.
 
May 1, 2018
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No. Inside stateroom is the current booking.
Well then, in that case, IGT is a lower class of cabin than you have booked. It sounds to me like when you are told the price always increases, they mean for the same cabin type. It seems like in your case your booked cabin class didn't decrease but rather they introduced a lower level product at a lower price than what you paid.

I know this might sound like semantics, but it's important to understand actually happened. They weren't lying to you, but I can see how you were misled because you wanted to know the absolute cheapest way to get on the ship and they were telling you the absolute cheapest time to buy a specific cabin type. Sounds like they weren't really listening to your wishes and just wanted to make a sale.

I would take the $150 they offered.
 
Dec 27, 2014
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NoVA
As someone who only cruises with Disney, I am Gold status now, the IGT/IGY rooms are guaranteed rates for specific types of rooms. You can't get a lower class room than you pay for, but there's rare potential for a better room. Your rate is the only thing locked in. The conditions for IGT rooms are that you cannot modify the initial bookings. I've booked these rooms before and have had a lot of success getting great rooms. You also booked with discounted rates (military), which usually further restricts any changes in your booking. The fact that they offered anything at all is unusual, so I would take it.

We don't continue checking prices on our cruise once we book it. We refrain from booking at all unless it's a cost that we are willing to live with and can afford. It certainly reduces stress for what is supposed to be a relaxing vacation.
 
Sep 12, 2018
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What deck is your current stateroom on? An inside room on deck one is cheaper than an inside room on deck 8. With the IGT rate you don't always know what deck you are getting (sometimes the rates do say deck x or higher). The IGT could end up being one that would have been cheaper to begin with depending where you are now.
 

M42

Jul 2, 2018
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For clarification, Corina booked "a last minute military rate" and now Disney is discounting that rate . . .
No I think that they booked a last minute military rate in 2018. They secured a placeholder on the 2018 cruise and used that to book a 2019 cruise. It is after the "pay in full" date, so Disney has released some discounts on rooms that were still available, including a military discount.

Corina, if we are missing some of the details, please let us know.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
21,109
20,969
113
New York
www.promalvacations.com
For clarification, Corina booked "a last minute military rate" and now Disney is discounting that rate . . .
And that offer will clearly state it’s for new bookings only. You would have to cancel your reservation and rebook to get that rate. And after final payment that means losing whatever penalty you are in and negates the savings. That’s just how cruises work.

You have a better chance of asking if they could upgrade you to an ocean view cabin. Have you asked?

Please use our company contacts and go up the executive chain one by one writing once a week. You have nothing to lose by asking.

And military discounts are not offered on every sailing on any cruise line.
 
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VoR61

Jan 6, 2015
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My point Neil and M42 is that Disney "has released discounted igt and military rates". The discussion has centered around "IGT". Are they the same thing?
 

justlisa

Feb 12, 2019
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No I think that they booked a last minute military rate in 2018. They secured a placeholder on the 2018 cruise and used that to book a 2019 cruise. It is after the "pay in full" date, so Disney has released some discounts on rooms that were still available, including a military discount.

Corina, if we are missing some of the details, please let us know.
That's how I'm reading it. Corina was on a last minute military discount cruise when she booked this cruise on board due to the rep saying the prices only go up. Sometime after final payment Disney offered a military discount for new bookings only that's less than Corina paid.

With the on board sales rep I'm guessing one of these things happened: 1) it wasn't made clear to the rep that they were inquiring whether last minute military discounts would be less than the current price or 2) the rep was not familiar with the last minute military deals due to not a lot of people booking last minute trips with that discount on board (considering from what I know it's hard for military personnel to get two vacations that close together).

Corina - there's a risk with waiting for the discoun. Disney might not have offered it on this sailing or the prices could have risen so high that even with the discount you would pay more than if you had booked far in advance.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
21,109
20,969
113
New York
www.promalvacations.com
That's how I'm reading it. Corina was on a last minute military discount cruise when she booked this cruise on board due to the rep saying the prices only go up. Sometime after final payment Disney offered a military discount for new bookings only that's less than Corina paid.

With the on board sales rep I'm guessing one of these things happened: 1) it wasn't made clear to the rep that they were inquiring whether last minute military discounts would be less than the current price or 2) the rep was not familiar with the last minute military deals due to not a lot of people booking last minute trips with that discount on board (considering from what I know it's hard for military personnel to get two vacations that close together).

Corina - there's a risk with waiting for the discoun. Disney might not have offered it on this sailing or the prices could have risen so high that even with the discount you would pay more than if you had booked far in advance.
And you might get stuck with a cabin under the buffet, over the theater or casino. The most desirable cabins sell out first.
 
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May 1, 2018
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For clarification, Corina booked "a last minute military rate" and now Disney is discounting that rate . . .
That can't be correct. The OP says she booked a Nov 2019 sailing while on board a previous sailing in 2018 - how could she have booked a "last-minute rate" one year in advance? Does "last-minute" not mean what I think it means?