***Post your questions and experiences with Coronavirus-related canceling/rescheduling of resort reservations here***

e_yerger

DIS Veteran
Joined
May 7, 2019
Hello I just wanted to give you an update on a conversation I had this morning with Passholder services. This is a conversation that I had with one CM on the phone. Things discussed are not coming from a Disney spokesperson, so it is all anecdotal.

Background info: I have a Platinum Annual Pass with no blackout dates that is due to expire May 17th (originally exp date). I had two trips planned: 1. over Easter weekend & 2. April 30-May 4th. I live in Northern NJ.

Trip 1: I moved this trip a few weeks ago to Memorial Day Weekend (May 22nd - 27th).
This morning was my FP day. I logged in this morning and I was unable to make Fastpasses because it was saying that I didn't have tickets. This means that Disney is currently not automatically updating their systems to show the APs with the extended dates.
I called the Passholder line, explained my situation, and they were able to put these "fastpass cards" on my account, which allowed me to make the fastpasses for the time I needed. It required a phone call but was relatively easy to do.

Trip 2: I moved this trip yesterday to November 19 - 23rd (we're going specifically for Dapper Day). Additionally, the person I'm traveling with is immunocompromised.
I asked the Passholder CM if there was anything they would be able to do for my situation. I explained how we were planning on travelling during the time when my pass is valid, but due to the virus I had to make a large change to my travel dates. I was pretty much dancing around the straight up question of "can you please give me free park tickets for my future travel?". The CM was very sweet & understanding. We talked for about 10 minutes about how the virus has changed things dramatically. She let me know that currently she was unable to do anything for me, but that I should watch the website closely as they will be making announcements to things like this. She also asked me to call back closer to the date of my AP expiring in order to check to see if they can do anything. She was very reassuring that Disney is hearing my concerns, and she said that Disney will try to take care of their customers as best way possible. But they just don't have a policy in place currently due to the constant changes surrounding the virus.

She also said that she would be shocked if the parks were not open by Memorial Day. She said that by end of April the latest they will have a clearer idea of when parks will really be opening again.
 

Feberin

Mouseketeer
Joined
Apr 6, 2014
I canceled my end of April/May trip and switched to August/September. It was super easy and a very short wait on the phones. I'm actually saving money by changing my dates because of the sun and fun deal. I do need to cancel my dining but am hoping my Fastpasses will disappear so it's easier to just see dinning.
 


Crazyhorse

DIS Veteran
Joined
Oct 23, 2007
I canceled my end of April/May trip and switched to August/September. It was super easy and a very short wait on the phones. I'm actually saving money by changing my dates because of the sun and fun deal. I do need to cancel my dining but am hoping my Fastpasses will disappear so it's easier to just see dinning.
Your fast passes won't disappear. You'll need to cancel them. I changed my April reservation to May and CM told me FP aren't tied to the hotel reservation...they don't auto cancel when a room reservation is moved/cancelled. Now..I did bother to cancel my FP....April 16-22.....but one would have to assume if the parks aren't opened by then, that the system will get rid of them at that time.
 
  • sanibel11

    Earning My Ears
    Joined
    Feb 11, 2019
    I cancelled my March 20-26 trip and rescheduled my bounceback offer for first week of August. Still kind nervous about early August but going to hope for the best. Also waiting for Sun & Fun discounts to reflect on Orbitz so I can double dip with an orbitz coupon and orbucks On second half of split stay. My 5 year old cried two times already about it but everyone else took it in stride. I’m still super bummed as I had an early 10:30am MMRR FastPass that I was so excited about that obviously we could’t do
     

    hereforthechurros

    Here for the spring rolls too
    Joined
    Dec 26, 2017
    Hello I just wanted to give you an update on a conversation I had this morning with Passholder services. This is a conversation that I had with one CM on the phone. Things discussed are not coming from a Disney spokesperson, so it is all anecdotal.

    Background info: I have a Platinum Annual Pass with no blackout dates that is due to expire May 17th (originally exp date). I had two trips planned: 1. over Easter weekend & 2. April 30-May 4th. I live in Northern NJ.

    Trip 1: I moved this trip a few weeks ago to Memorial Day Weekend (May 22nd - 27th).
    This morning was my FP day. I logged in this morning and I was unable to make Fastpasses because it was saying that I didn't have tickets. This means that Disney is currently not automatically updating their systems to show the APs with the extended dates.
    I called the Passholder line, explained my situation, and they were able to put these "fastpass cards" on my account, which allowed me to make the fastpasses for the time I needed. It required a phone call but was relatively easy to do.

    Trip 2: I moved this trip yesterday to November 19 - 23rd (we're going specifically for Dapper Day). Additionally, the person I'm traveling with is immunocompromised.
    I asked the Passholder CM if there was anything they would be able to do for my situation. I explained how we were planning on travelling during the time when my pass is valid, but due to the virus I had to make a large change to my travel dates. I was pretty much dancing around the straight up question of "can you please give me free park tickets for my future travel?". The CM was very sweet & understanding. We talked for about 10 minutes about how the virus has changed things dramatically. She let me know that currently she was unable to do anything for me, but that I should watch the website closely as they will be making announcements to things like this. She also asked me to call back closer to the date of my AP expiring in order to check to see if they can do anything. She was very reassuring that Disney is hearing my concerns, and she said that Disney will try to take care of their customers as best way possible. But they just don't have a policy in place currently due to the constant changes surrounding the virus.

    She also said that she would be shocked if the parks were not open by Memorial Day. She said that by end of April the latest they will have a clearer idea of when parks will really be opening again.
    I could see this getting sticky. For instance, what stops all expiring AP holders from saying they were booked, or were going to book a trip, but couldn’t because WDW was closed... and they now want to go in December and feel they should covered since they can now only go in December. Many people stay offsite so there wouldn’t be a room booked through WDW as proof of trip cancellation. How/where would they draw the line?

    Or what if WDW goes ahead and says okay we will keep your AP active until your next trip... but now you’re thinking well maybe I’ll squeeze in an extra trip between now and then since it’s already active.

    Not saying you would do this, but there’s a reason WDW tries to keep things black and white when it comes to APs and tickets. It will be interesting to see how it’s handled, I can see both sides of it.
     

    Sandisw

    DVC Forums
    Moderator
    Joined
    Nov 15, 2008
    I could see this getting sticky. For instance, what stops all expiring AP holders from saying they were booked, or were going to book a trip, but couldn’t because WDW was closed... and they now want to go in December and feel they should covered since they can now only go in December. Many people stay offsite so there wouldn’t be a room booked through WDW as proof of trip cancellation. How/where would they draw the line?

    Or what if WDW goes ahead and says okay we will keep your AP active until your next trip... but now you’re thinking well maybe I’ll squeeze in an extra trip between now and then since it’s already active.

    Not saying you would do this, but there’s a reason WDW tries to keep things black and white when it comes to APs and tickets. It will be interesting to see how it’s handled, I can see both sides of it.
    All very good points and you are correct that there are going to be situations in which AP holders didn’t have WDW rooms reserved.

    I can’t imagine how they could handle this in any way, other than to give people a few extra months...but not saying you can reschedule 8 or 9 months later,
     
  • DisNerdSocal

    Public Servant. Labrador Lover. Navy Wife.
    Joined
    Apr 18, 2019
    I have not seen this referenced anywhere -

    We are a military family. We purchased 10-day 1 park per day "Stars & Stripes" tickets via Shades of Green.

    We cannot rebook our trip to anytime this year. We were scheduled to arrive on March 21st using the Armed Forces Salute discount. The resort cancel/refund went through without any hitches. The ticket refund has been another issue.

    I uploaded our tickets onto old premium Magic Bands. Because of this, MDE will not allow me to assign the tickets to a new user. Technical assistance is unable to "unlink" these *unsused* tickets from the bands. *note to self - always get a new Magic Band...always!! I heard back from WDW Ticket Services because these were purchased from a "3rd party vendor" they cannot apply the value to new tickets. I was given an 800 number to call for further or stop by guest services (??? aren't they closed??!!) to discuss my options.

    So as it stands at this point, I am out $1500.
     

    Mzpalmtree

    DIS Veteran
    Joined
    Dec 27, 2018
    I have not seen this referenced anywhere -

    We are a military family. We purchased 10-day 1 park per day "Stars & Stripes" tickets via Shades of Green.

    We cannot rebook our trip to anytime this year. We were scheduled to arrive on March 21st using the Armed Forces Salute discount. The resort cancel/refund went through without any hitches. The ticket refund has been another issue.

    I uploaded our tickets onto old premium Magic Bands. Because of this, MDE will not allow me to assign the tickets to a new user. Technical assistance is unable to "unlink" these *unsused* tickets from the bands. *note to self - always get a new Magic Band...always!! I heard back from WDW Ticket Services because these were purchased from a "3rd party vendor" they cannot apply the value to new tickets. I was given an 800 number to call for further or stop by guest services (??? aren't they closed??!!) to discuss my options.

    So as it stands at this point, I am out $1500.
    Have you contacted Shades of Green? I bought two of the 2020 military promo tickets from them last week for an upcoming July trip (hoping it will still happen 😬). I asked about what would happen if the park closure continued or if it wasn’t safe to travel and they indicated that they could apply the value toward next years tickets but that I would have to wait until October-ish time frame when they should be available.
     

    DisNerdSocal

    Public Servant. Labrador Lover. Navy Wife.
    Joined
    Apr 18, 2019
    Have you contacted Shades of Green? I bought two of the 2020 military promo tickets from them last week for an upcoming July trip (hoping it will still happen 😬). I asked about what would happen if the park closure continued or if it wasn’t safe to travel and they indicated that they could apply the value toward next years tickets but that I would have to wait until October-ish time frame when they should be available.
    The Shades of Green ITT office told me my tickets would expire December 31, 2020 and I could not apply the value towards next year's tickets because I had already loaded them onto previously used Magic Bands assigned to myself and my two sons.

    My mistake here was not obtaining new Magic Bands it seems, although nowhere does it indicate that would be a potential issue. I'm still going to continue to fight it but for now, we have no plans for an upcoming trip. I was trying to use the same tickets for my husband, the sponsor who purchased the tickets, but they cannot be "reassigned" because of this Magic Band nonsense. My kids will not be able to go anytime in the next 18 months.
     

    P'colaBeachBum

    Go 'Noles!
    Joined
    Dec 31, 2010
    The Shades of Green ITT office told me my tickets would expire December 31, 2020 and I could not apply the value towards next year's tickets because I had already loaded them onto previously used Magic Bands assigned to myself and my two sons.

    My mistake here was not obtaining new Magic Bands it seems, although nowhere does it indicate that would be a potential issue. I'm still going to continue to fight it but for now, we have no plans for an upcoming trip. I was trying to use the same tickets for my husband, the sponsor who purchased the tickets, but they cannot be "reassigned" because of this Magic Band nonsense. My kids will not be able to go anytime in the next 18 months.
    The tickets are not on your magic bands, they are on your MDE account. Yeah, this closure has been really hard on active duty families. I hope you can get it worked out.

    ETA: From Steve's website

    (Updated 22 March, will continue to update as needed)
    Updates:
    3/15 – Reservation fees change fees waived for check ins through 30 June!
    3/16 – Reports of some Base Ticket Offices giving Disney Armed Forces Salute Ticket refunds, others saying NO! WDW Resort Hotels Closing, Disney Springs & Downtown Disney Closures.
    3/17 – Shades of Green’s website online booking tool is showing today through 15 April as “Restricted Dates” with Xs over them and not bookable. Reports of Local Area Leave distances being modified.
    3/17 #2 – Disney has no official Disney Armed Forces Salute Ticket refund or extension policy! (see Implications below).
    3/18 – Shades of Green has officially closed through 15 April.
    3/19 – Shades of Green Ticket Office is closed along with the rest of the resort. At this time they are not processing ticket refund requests and ask that you contact them once they reopen.
    3/21 – Walt Disney World Golf Remains Open.
    3/22 – Disney’s Aulani to close 24 – 31 March



    The big issue now for many is their Disney Armed Forces Salute Tickets!
    Military families who have already purchased their non-refundable Disney Armed Forces Salute Tickets for trips through 11 May, who will not be able to reschedule to other dates in 2020 due to military schedules could potentially be stuck with hundreds or thousands of dollars worth of tickets that they cannot use, as the Disney Armed Forces Salute Tickets expire on 18 Dec for Disneyland and 19 December for Disney World and they are Non-Refundable.
    Unfortunately Disney has decided to leave this issue up to your local Base Ticket Office!
    Disney advises you to return tickets that you cannot use due to your military schedule to your Ticket Office. When you are told that the tickets are non-refundable Disney recommends asking again.
    My usual recommendation is that you try to escalate your issue politely, ask them to check with their supervisor, or regional office and to definitely get Disney Military Sales involved. This is the Disney department that deals with the MWR system. You could even try to get the Commander of the military unit that oversees your Ticket Office involved if needed.
    If all else fails Disney says to call their Reservation Number at 407-939-5277 to ask for assistance.
    After Hours Parties after 31 March will also be an issue for the military community due to the DoD Travel Ban.
     
    Last edited:
  • lanejudy

    Moderator
    Moderator
    Joined
    Oct 27, 2011
    My mistake here was not obtaining new Magic Bands it seems,
    This is not the issue. Nothing is loaded onto any specific MagicBand. Tickets are linked to your MDE account, and MBs are linked to the MDE account; any MB linked to that person can access any ticket linked to that person.

    The issue is the Military ticket. As PP noted above, others have reported mixed results requesting refunds from their local base ticket office. But as of yet, neither Shades of Green nor WDW are issuing refunds.

    I do believe the unused tickets can be used as credit in the future (after Dec. 2020) towards an upgrade/new ticket.

    Sorry your trip is canceled and I hope you get to reschedule!
     

    DisNerdSocal

    Public Servant. Labrador Lover. Navy Wife.
    Joined
    Apr 18, 2019
    This is not the issue. Nothing is loaded onto any specific MagicBand. Tickets are linked to your MDE account, and MBs are linked to the MDE account; any MB linked to that person can access any ticket linked to that person.

    The issue is the Military ticket. As PP noted above, others have reported mixed results requesting refunds from their local base ticket office. But as of yet, neither Shades of Green nor WDW are issuing refunds.

    I do believe the unused tickets can be used as credit in the future (after Dec. 2020) towards an upgrade/new ticket.

    Sorry your trip is canceled and I hope you get to reschedule!
    Per an email I have direct from Shades of Green, my specific issue is in fact my tickets being linked, assigned, associated or any other way you would like to say it to these previously utilized Magic Bands. According to both Disney and Shades of Green, had this not been the case I could have transferred the tickets to another user for use before December 31, 2020 since my children cannot go this calendar year. If that were an option for me, I’d take it at this point and bring my parents with me. Also had these tickets not been linked, assigned, associated, etc I could have brought my purchase order to credit towards a new ticket purchase in 2021. WDW Tickets and Shades of Green are confirming to me in separate communications that because I linked, assigned, associated these tickets to previously used Magic Bands, neither one of these offices is able to assist me at the moment. I understand this is a fluid situation and constantly changing, but I am personally at an impasse until a workaround for my specific issue is found. Hence, the reason I posted to begin with.

    I purchased the tickets via mail order direct from Shades of Green. My local ITT offices will not assist because they were not the seller. Had I purchased the Armed Forces Salute tickets, I would have recourse with a local ITT office. Those are not the type of tickets I purchased. I have been in contact with several of my local ITT offices to no avail.
     

    lanejudy

    Moderator
    Moderator
    Joined
    Oct 27, 2011
    Per an email I have direct from Shades of Green, my specific issue is in fact my tickets being linked, assigned, associated or any other way you would like to say it to these previously utilized Magic Bands.
    There is no possible way to link or assign a specific ticket to a specific MagicBand. So something has been miscommunicated or misunderstood. It may be an issue that you have already linked them to your MDE account. Until recently 3rd party tickets were not refundable once linked, but UT is now able to refund even linked tickets. However, based on reports on the TPAS forum, there is a general issue with the Military tickets and neither Shades of Green nor WDW are offering refunds for them at this time. You may want to check and follow one of the threads on TPAS. Here is one, I'm pretty sure there was at least one more thread in the past couple of weeks, and there have also been posts on the big Ticket Sticky thread.

    You are correct that you are at an impasse because there doesn't seem to be an answer right now regarding military tickets. I hope they come up with a resolution shortly for the many people who are impacted by this. Good luck!
     

    DisneyWishes14

    DIS Veteran
    Joined
    Nov 21, 2011
    Per an email I have direct from Shades of Green, my specific issue is in fact my tickets being linked, assigned, associated or any other way you would like to say it to these previously utilized Magic Bands. According to both Disney and Shades of Green, had this not been the case I could have transferred the tickets to another user for use before December 31, 2020 since my children cannot go this calendar year. If that were an option for me, I’d take it at this point and bring my parents with me. Also had these tickets not been linked, assigned, associated, etc I could have brought my purchase order to credit towards a new ticket purchase in 2021. WDW Tickets and Shades of Green are confirming to me in separate communications that because I linked, assigned, associated these tickets to previously used Magic Bands, neither one of these offices is able to assist me at the moment. I understand this is a fluid situation and constantly changing, but I am personally at an impasse until a workaround for my specific issue is found. Hence, the reason I posted to begin with.

    I purchased the tickets via mail order direct from Shades of Green. My local ITT offices will not assist because they were not the seller. Had I purchased the Armed Forces Salute tickets, I would have recourse with a local ITT office. Those are not the type of tickets I purchased. I have been in contact with several of my local ITT offices to no avail.
    As lanejudy pointed out, it's not an issue with the MB's. Nothing is linked to MB's. Your MB's simply pull info from your My Disney Experience account.

    If you'd like to take your parents, simply give them your childrens' Magic Bands. Since the tickets are unused at this point, when you go through the tapstiles, they will use their fingerprints and the tickets will then be assigned to them at that point. It doesn't matter that your childrens' names are on the MBs.
     

    Duck143

    DIS Veteran
    Joined
    Jul 10, 2008
    Our trip is currently scheduled to begin May 1st. I am starting to work on a backup plan for a week early June. We have APs that expire (5/10 before extension) and we have 2 date specific tickets for my parents. For our May resort, we have a specific code discount that needs to be used by 3/28 for travel up to 6/30. We really would rather do our May trip, but the June plans are coming along. My questions for all of you:
    1) Do you think I should call and ask them what they can do about the code if I don't pull the trigger and cancel May to book June by 3/28?
    2) Our FP day is 4/6 for the June trip. With our AP's expiring before that and Disney not knowing how long they will be closed to offer further extensions (into June), how do you think I should handle that to get FP's booked?
    3) Do you think in order for June to work, I need to pull the trigger and wipe our May plans out?
    Thank you for your advice!!
     

    e_yerger

    DIS Veteran
    Joined
    May 7, 2019
    I could see this getting sticky. For instance, what stops all expiring AP holders from saying they were booked, or were going to book a trip, but couldn’t because WDW was closed... and they now want to go in December and feel they should covered since they can now only go in December. Many people stay offsite so there wouldn’t be a room booked through WDW as proof of trip cancellation. How/where would they draw the line?

    Or what if WDW goes ahead and says okay we will keep your AP active until your next trip... but now you’re thinking well maybe I’ll squeeze in an extra trip between now and then since it’s already active.

    Not saying you would do this, but there’s a reason WDW tries to keep things black and white when it comes to APs and tickets. It will be interesting to see how it’s handled, I can see both sides of it.
    I completely understand where you’re coming from, but the CM could see that I had a trip planned for April 30-May 4th that was rescheduled for November.

    I also told the CM that I wasn’t planning on making another trip between my MDW trip & this Novemeber one. I already have other trips planning during that time to other places.

    I think that they’re going to have to handle this on a case by case basis for people.
     

    e_yerger

    DIS Veteran
    Joined
    May 7, 2019
    Our trip is currently scheduled to begin May 1st. I am starting to work on a backup plan for a week early June. We have APs that expire (5/10 before extension) and we have 2 date specific tickets for my parents. For our May resort, we have a specific code discount that needs to be used by 3/28 for travel up to 6/30. We really would rather do our May trip, but the June plans are coming along. My questions for all of you:
    1) Do you think I should call and ask them what they can do about the code if I don't pull the trigger and cancel May to book June by 3/28?
    2) Our FP day is 4/6 for the June trip. With our AP's expiring before that and Disney not knowing how long they will be closed to offer further extensions (into June), how do you think I should handle that to get FP's booked?
    3) Do you think in order for June to work, I need to pull the trigger and wipe our May plans out?
    Thank you for your advice!!
    I think in this situation you can’t have one foot in & one foot out. You either move your trip or not. Also, your AP will not automatically extend, so you will need to call Passholder Services and ask for the fastpass cards for your trip. Also the current AP extension is only for whatever the time period is between closure - march 31.
    I would plan on calling April 1 and changing your trip if you plan on moving. Also start booking june dining now - don’t need a hotel reservation for that.
     

    Duck143

    DIS Veteran
    Joined
    Jul 10, 2008
    I think in this situation you can’t have one foot in & one foot out. You either move your trip or not. Also, your AP will not automatically extend, so you will need to call Passholder Services and ask for the fastpass cards for your trip. Also the current AP extension is only for whatever the time period is between closure - march 31.
    I would plan on calling April 1 and changing your trip if you plan on moving. Also start booking june dining now - don’t need a hotel reservation for that.
    Thank you! Yes, I have started on dining for June, but nothing else. I figured you can't book a new one with the other booked and I am thinking about calling before the offer code limit of 3/28 to ask if they could allow me to use the code on a new reservation if it still falls within the travel window (before 6/30).
     





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