More great customer service from DL

scaeagles · 09-16-2005, 07:21 AM

Just thought I'd share a quick story. Well, maybe not so quick.

We are AP holders because for our 3 trips/year, it's cheaper than buying other tickets.

When we went in June, we purchased riverside seating for the family for Fantasmic - a whopping $245. Ouch. But it was gonna be my littlest ones first time seeing it, so we indulged.

We were the 4th family to enter the seating area. When we went in, another group of five was leaving seats at the front to head off with the host guy to another location, so we took those seats. About 4-5 other groups came in after us and were seated, taking all the other spots that were in the front. The host then came to us and told us we had to move because the family that had left the seats we were in wanted them back. I wasn't very happy about this - my whole goal was for my 3 year old (turns 4 tomorrow) to have an unobstructed view. I didn't want to ask the other groups that had come in behind us to move, cause that would have sucked for them.

Anyway, the host assured us we were moving to better seats - closer to the middle of the river. We sat there, but a large post was blocking about half the river. We could see the stage, but could only see the floats for half the time they were out there. I told the host I wasn't really happy about it, then left it at that.

Well, I was irked. I didn't go to city hall because it was late and we were taking the monorail back to the hotel rather than fight mainstreet.

I was going to drop it, but was still irritated some 3 weeks later, so I sent off an email. About 2 weeks later, I heard from someone at guest services apologizing and asking for verification of our purchase. He offered free tickets for a return trip to DL. I sent a letter along with the tickets (glad I had saved them) explaining that we were AP holders, but thanked him for the offer and just figured that was the end of it.

Yesterday I heard back from him. When we are there in October, we will have reserved seating at some location called "tower b", the $245 from the original purchase of reserved seating will be refunded, and we are being comped a meal at the Blue Bayou.

While I am a "thrill seeker" and love high powered roller coasters and thrill rides, which DLR doesn't have much of, it is responses like this to guest concerns and great customer service that set them apart, as far as I'm concerned.

09-16-2005, 07:21 AM	#1
scaeagles I LIKE! Join Date: Jan 2005 Posts: 7,819	More great customer service from DL Just thought I'd share a quick story. Well, maybe not so quick. We are AP holders because for our 3 trips/year, it's cheaper than buying other tickets. When we went in June, we purchased riverside seating for the family for Fantasmic - a whopping $245. Ouch. But it was gonna be my littlest ones first time seeing it, so we indulged. We were the 4th family to enter the seating area. When we went in, another group of five was leaving seats at the front to head off with the host guy to another location, so we took those seats. About 4-5 other groups came in after us and were seated, taking all the other spots that were in the front. The host then came to us and told us we had to move because the family that had left the seats we were in wanted them back. I wasn't very happy about this - my whole goal was for my 3 year old (turns 4 tomorrow) to have an unobstructed view. I didn't want to ask the other groups that had come in behind us to move, cause that would have sucked for them. Anyway, the host assured us we were moving to better seats - closer to the middle of the river. We sat there, but a large post was blocking about half the river. We could see the stage, but could only see the floats for half the time they were out there. I told the host I wasn't really happy about it, then left it at that. Well, I was irked. I didn't go to city hall because it was late and we were taking the monorail back to the hotel rather than fight mainstreet. I was going to drop it, but was still irritated some 3 weeks later, so I sent off an email. About 2 weeks later, I heard from someone at guest services apologizing and asking for verification of our purchase. He offered free tickets for a return trip to DL. I sent a letter along with the tickets (glad I had saved them) explaining that we were AP holders, but thanked him for the offer and just figured that was the end of it. Yesterday I heard back from him. When we are there in October, we will have reserved seating at some location called "tower b", the $245 from the original purchase of reserved seating will be refunded, and we are being comped a meal at the Blue Bayou. While I am a "thrill seeker" and love high powered roller coasters and thrill rides, which DLR doesn't have much of, it is responses like this to guest concerns and great customer service that set them apart, as far as I'm concerned.
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