Created By:	darmo	Last Reply:	darmo
Priority Level:	[High]	Status:	[Open]
Created:	10 years ago	Last Updated:	10 years ago
Department:	N/A	Replies:	0

Hello:

Can you let me know what you think of this situation and what I should expect to receive from Disney?

I have travelled on three Disney cruises. The first one was in 2012 with my grandson to Alaska. He was 11 at the time and did not need a Passport. He had his original birth certificate and a permission letter from his parents to travel with me.

This year I booked the same cruise for me, my grandson and his friend, who is the same age as my grandson (13). My grandson has a Passport now and I had the friend’s original birth certificate and a permission letter from his mother to travel with me. I paid the full amount due to Disney on March 9, 2014 ($7,528.55). I completed all on-line documentation prior to the sail date of July 7, 2014 and there were no “red flags” to alert me that anything was amiss.

When we arrived at the San Francisco airport on July 5, I checked in for the flight. When we tried to check in my grandson’s friend, we were told he could not fly with me to meet the cruise ship in Vancouver, because he did not have a Passport. When I explained the situation to the United ticket agent, she was unsympathetic and said “knock yourself out”, when I asked if there was someone else I could talk to that could help me. No one at United was willing to help me. My grandson starting crying and said he was not going to go on the trip. I had paid for his friend to go on the cruise with us. The friend’s mother has breast cancer and his father recently lost his job, so this was going to be a special treat for him.

I flew to Vancouver alone and called Disney, who was also unsympathetic with the situation, saying that I should have known that the friend needed a Passport. I was assuming since my grandson was able to go on the same cruise in 2012, without a Passport, that the friend would not need a Passport either.

I spent hours on the phone with my daughter and she finally had to pay $1,500 to fly my granddaughter (age 16) and her friend (age 15) to Vancouver ALONE to go on the cruise with me. They both have Passports.

I feel that Disney owes me the cost of the girls’ flights ($1,500), a discount on a future cruise for my grandson and his friend, and a stateroom upgrade. I spoke to many, many, staff members and managers on the Disney ship and also filled out a comment survey to Disney and no has addressed my complaint.

What are your thoughts on this situation?

Thank you,

Darlene Mosier

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