Complaints

This profile includes complaints for Walt Disney World Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Walt Disney World Company

  P O Box 10000 Legal Department Lake Buena Vista, FL 32830

• 

  Walt Disney World Company

  2101 Epcot Resorts Blvd Lake Buena Vista, FL 32830-8442

• 

  Walt Disney World Company

  Walt Disney World Resort Orlando, FL 32830

• 

  Walt Disney World Company

  1991 West Buena Vista Drive PO Box 10000 Orlando, FL 32830

• 

  Walt Disney World Company

  1180 Seven Seas Dr Orlando, FL 32830

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint because my fiance and I have been collecting gift cards all year for our trip to Disney this week and we merged them online in our ************************************ account. I kept the one card I moved the balance to and have since misplaced the others. The amount was at 825 dollars. When we tried to use the card for the first time it declined so we called the number on the back and were told that the balance was there and when it was swiped it was transferred to another account but we never fully got an answer. The cashier didnt know either so she put us in contact with Disney billing who then said that our balance was in fact moved to another gift card in August but we dont have the gift card and cant find our money. We then reached back out to the number on the back of the gift card and they gave us an email address to try. We received a reply from them saying that the amount was transferred in August to another gift card on a profile that was linked to our household on our Disney account. I ask them to tell me who it had been moved to, they replied they could not disclose personal information. I ask them to transfer the amount back to my profile from the other family member and they stopped responding. I have checked all my family members profiles and can not find the money. Its been 4 days since this occurred and no one has been able to help me recover my $825. I found other posts online of this same thing happening to others and I think it needs to be looked into as this is a large sum of money that we have now lost with no explanation.

  Business Response

  Date: 11/11/2024

  Our records indicate that Ms. ***** has spoken with several Cast Members who researched her concerns and have provided her the appropriate information regarding this matter. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22519226
  
  I am rejecting this response because we never received a solution to the issue. We are still missing our $825 and no one is willing to help us recover it. We were told by Disney's guest services to file a police report with local law enforcement as if it had been stolen because they refused to give us anymore information as to where the money is and will not be giving it back. I have filed the report and am waiting to hear back. Disney has been less than helpful in this situation sending us on endless wild goose chases and dumping us off on another person. Weve made endless called and emails with no answers and no solutions. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/12/2024

  Thank you for contacting us on behalf of ********* Our records indicate that a Cast Member contacted ******** on 11/11/2024 and appropriately addressed her concerns at that time.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22519226
  
  I am rejecting this response because I have not received any further communication from Disney since 11/7/2024. I would like proof from Disney that they have attempted to reach out to myself or my fianc as we have not been in contact with the company since 11/7/24 when they told us to file a police report as they would not help us any further. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 11/15/2024

  Thank you for your continued correspondence on behalf of Ms. *************** regret Ms. ******* continued disappointment. Please be assured that several Cast Members spoke with Ms. ***** and provided her the appropriate information to move forward as we are unable to assist further with this concern.

  Kindest regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort 

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son has autism and have been trying to get Das. I have tried to go to the parks and do what they said was an "Alternative Option" and that hasn't worked. My son gets overstimulated waiting in line and will do things such as hit his head or touch someones bottom in line. It is embarrassing because people dont understand autism and assume your child is misbehaved. I also have attempted to let the park workers know whats going on before we get in line and was denied any accommodations. It is impossible to find a worker mid point in the lines. I have had to leave the park about an hour into this and has not been a great experience. We planned a large family trip for the twins birthday and had I known we werent going to be accommodated I would not have spent over $2000 because I guarantee the trip is going to end up with him being overwhelmed and us having to leave to. Once he gets overworked he does not calm down. He doesnt function well with the outside elements and too much stimulation from others. He has an *** at school that is modified to his attention span and learning capabilities. The teachers are trained to be patient with him. on the website, it shows what DAS is for, and autism was a qualifier. Now a cast member decides how if my son is autistic enough. This is ridiculous and humiliating.

  Business Response

  Date: 11/15/2024

  Dear Ms.********,

  This responds to a customer complaint about the ************************* (***) program at the **** Disney World Resort. *** is intended for a very limited population of Guests who, due to a developmental disability like autism or similar, are unable to wait in a conventional queue for an extended period of time.  Apparently the customer was offered accommodations for her disabilities but was not offered ***.

  Disney offers a wide range of accommodations for many different types of disabilities and has set the standard in the theme park industry for innovative and effective services for persons who require assistance. In recent years, however, the percentage of our Guests who request *** has increased well beyond the number who require this service indeed it has tripled. This is because *** provides an extraordinary benefit never having to wait in the regular lines for most rides and Guests for whom *** was never intended began requesting the service in increasing numbers.

  Disney has acted to stem this abuse and overuse of *** while continuing to offer alternative accommodations for Guests who do not require ***.  This effort is based on an exhaustive analysis and years of experience with every aspect of the *** program,including expert advice about what makes someone unable to wait in a conventional queue for an extended period of time. 

  Thus, *** is made available to those Guests who cannot access our attractions without it. We are confident that *** is the right match for this small group of Guests and that other available services will accommodate different needs.
  Thank you for allowing us to explain our side of the issue raised by the customer, who we hope will consider the entire offering of services and accommodations available in our theme parks.
  

  Sincerely,
  

  **** Disney World ********************** Team  

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22491084
  
  I am rejecting this response because my son is autistic! How ridiculous of you to determine whether my child is autistic enough. This is a clear violation of *** and I will be contacting my attorney.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:10/25/2024

  Type:Order Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date summer of 2000. My name is ******* C **** and in 2000 purchased an autographed framed photo by **** ***** when he starred in Saving Private ****. I recently noticed that the autographed signature had completely faded from the framed photo. I have contacted Disney store several times and with no success have they made any efforts to research my artifact. The frame has a Disney stamp of authenticity registration number and guarantee. I continue to get responses from different associates that my purchase was only good for 30 days of purchase. I remember paying over ****** for this item. Disney Store continues to say that there is nothing that can be done with an apology. IS THIS HOW DISNEY COMPANY HONORS THEIR GUARANTEES FOR THEIR REGULAR GUESTS? I would greatly appreciate it if someone who sees this email please elevate it to management. The following was what I sent to Disney several times and to several different departments. Disney continues to tell me that there is nothing that they can do and they refer me to appraisers. I cant get an appraisal of an item that the signature of a movie star faded away. I seek some type of compensation for this using the Disney registered guarantee on the label on the frame. What value is a certificate of authenticity if not honored? I would appreciate assistance with this issue. I have attached two pics of the item. Thank you.

  Business Response

  Date: 11/01/2024

  Thank you for contacting us on behalf of Mr. **************** records indicate that a Cast Member contacted Mr. **** on October 29, 2024 and appropriately addressed his concerns at that time.
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort
  

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22476199
  
  I am rejecting this response because: When is a guarantee not a guarantee? Please see attached photos attached to the initial complaint which states product replacement or value of. This reply will not allow any type of format or image size of my photos. I have contacted Disney multiple times only to receive responses that say they understand that I have a legitimate concern and others stated that my purchase was only good for 30 days after purchase. Its obvious that Disney does not want to honor this guarantee. I stand firm with my argument and challenge Disney to prove otherwise per their guarantee on the back of the item I purchased. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 11/11/2024

  thank you for your continued contact on behalf of Mr. ***************** style="font-size: *****rem;">Please be assured that Mr. ****** concern has been researched and appropriately addressed. We have no additional information to provide at this time.

  Guest Experience Support & Solutions

  **** Disney World Resort 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22476199
  
  I am rejecting this response because:
  No one from Disney has reached out to me and nothing has changed. Their response is not appropriate and they continue to avoid honoring their warranty! 
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I checked into *** music stayed in jazz building 2 and had to leave the next day due to the evacuation. My medication was left there and I called immediately that I noticed like 2 hrs later. They gave me the run around I have yet talked to management and my chemo meds, pain meds, nerve medication vitamins everything was in the top drawer and they said they couldnt find them. They do not have legs and I have terminal cancer. The fact that no one was questioned and this was not treated as a severe case is beyond me. My medication is $3800 to recover and the pain meds and all cant be replaced. I have yet talked to any management. Ive spoke with lost and found she stated they would do an investigation but they havent yet contacted me. I have literally gone without my meds for 2 weeks and more and no one has called me. I was given information about the room from ***** in lost and found and I know my room only had one other guest in it that checked in on the 7th. This is alarming to me because there is narcotics with my name on them and no one has done nothing. If someone gets a hold of them and something happens that can come back on me not to mention my chemo meds that keep me alive. No remorse and the employee has to be walking around with my meds. So this tells me there is a dishonest employee and my health is affected. My meds total out of pocket ******* this is what those meds cost me. I dont have that kind of money to spend everyday. To replace my chemo meds are $3800 to replace because insurance wont cover them again until 10/30 I feel that my out of pocket should be replaced. No one could get in that room but the house keeper. This is not okay and I feel like the news or someone needs to be involved because Disney dont care

  Business Response

  Date: 10/29/2024

  Thank you for contacting us on behalf of Ms. ******************* records indicate that Ms. ******** is being assisted by our *********************** regarding this concern. Any additional questions regarding this matter will need to be addressed by them. 

  Regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort 

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  planned trip to Disney for months, was never told park closed early at 6pm when plans were made, also made dinner reservations for all 5 nights after 6pm and Disney took the reservations and never told us, so we paid full price for park tickets and got shorted 4 hours per day and missed all of our planned dinner reservations.

  Business Response

  Date: 10/29/2024

  Thank you for contacting us on behalf of Mr. ****************** records indicate that a Cast Member spoke with Mr. ****** on October 13, 2024 and appropriately addressed his concerns at that time. 
  
  Regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22438679
  
  I am rejecting this response because: No resolution was offered, customer service *** had me on hold for 2 hours!!!!!!!!!!!!!!!!!!! waiting for supervisor, pull the call and listen to it!
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 11/12/2024

  Thank you for contacting us on behalf of Mr. ******* Our records indicate that a Cast Member contacted him on October 13, 2024 and appropriately addressed his concerns at that time.
  
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22438679
  
  I am rejecting this response because: They did not resolve any issues.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:10/16/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are trying to plan a trip to Disney World with my mother in law who is elderly. She has issues with standing too long and sitting too long, dues to health issues. I.e. she needs to be in a space where she can sit, and where she can get up and walk in space a bit. We have been trying to speak with someone at Disney World about whether or not they can handle the situation. We obviously do not want to spend $15,000 on a trip without knowing in advance if she will be able to go on rides without physically waiting in the lines (virtual waiting is fine). Disney World has refused to speak with us regarding the situation unless we purchase park tickets first. I believe this is in violation of federal disability laws.

  Business Response

  Date: 10/19/2024

  We have received an email from this Guest concerning his need for our DAS pass. We have made several attempts to contact this Guest to review his concerns and he has not responded.

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22428841
  
  I am rejecting this response because:
  

  They left me a voice mail message, and within 24 hours I responded to their message and spoke with a representative.  The representative and her team did nothing to resolve the issue at hand.... which is the fact that I am being required to make payment on park tickets BEFORE being told what our *** accommodations will be for disabled family members.  At this point in time we are still being required to pay before hearing accommodations.

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 11/09/2024

  We spoke to this Guest, **** *****, pertaining to his concerns on 10/19/2024. He was advised of the alternate accommodations to having a DAS Pass for his family member who has mobility issues. The alternate accommodations were not good enough in his opinion. Our Stand-By lines for attractions are all *** compliant and he was given the same accommodations as any other Guest with a mobility issue. ***** also did not want to reach out to our DAS Team to see if his family member would qualify. He was advised that his comments and concerns would be passed on to executives and that has been done. 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22428841
  
  I am rejecting this response because:
  

  I have NOT been allowed to speak with a DAS *** to see if we qualify for mobility access to lines because your team told me I MUST first purchase tickets.  And even then,  world be required to wait 30 days before date of ticket use.  I.e. your DAS team will NOT speak with me and let me know if we are eligible unless I pay money.  Not legal under federal law to require payment to see if *** eligible. 
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 6-day passes to visit Disney World between October 6th, and October 13th, but had to evacuate from the ******* area on October 8th due to Hurricane ******. We called Disney to see if we could have the tickets extended since they expire on December 20th and it will not be possible to return to use the rest of the tickets before they expire. We were told that they are extending regular tickets until October 2025 but they are not extending the Armed Forces Salute tickets because first, they are discounted, and 2nd, they are good until December 20th. I feel like it shouldn't matter if the tickets are discounted or not. If they are extending regular tickets, they should also extend all tickets.

  Business Response

  Date: 10/17/2024

  Thank you for contacting us on behalf of Mr. ************************ records indicate that a Cast Member spoke with Mr. ******* on October 14, 2024 and provided him the correct information regarding our ticket policies. 

  Guest Experience Support & Solutions

  **** Disney World Resort

  
  

  Customer Answer

  Date: 10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deadly hurricane barreling down on *******. The government is asking everyone in ******* to leave and those planning to comenot to do so. Many will die. And yetafter a 2 hour hold, we just spoke to a Disney *** who said they will not be refunding tickets. Then they had the audacity to literally finish the call with have a magical evening. This is a shameful and disgusting business practice. This is an extraordinary circumstanceone in which there will literally be tremendous loss of human lifeand Disney is only concerned about their money. Literally every other business is AUTOMATICALLY issuing refunds, but Disney is refusing even when asked directlyand even when the government is prohibiting travel even if we could get through a CATEGORY 5 HURRICANE!

  Business Response

  Date: 10/16/2024

  reached out to guest directly about refund. submit as solved

  Customer Answer

  Date: 10/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/08/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over 4k in total for a **** Disney world stay on a resort. We was planning to stay from the 6th to the 10th of October. When we arrived it was raining all day due to hurricane ****** passing through *******. My oldest son that has autism this was his birthday trip which is tomorrow. Our room wasnt ready till 4:35pm and check in was at 3pm. Due to the wait we decided to try and go to Magic Kingdom. Once I step inside the property I was searched like a criminal just me no one else, we was wet and rained on all day which cause my son to get sick. Our food was rained on and ruined. I called Disney and tried to work something out with them and was told if I was to leave I had to be out the room By 12pm. They couldnt help me but added two night stay on my account. Got to the airport and all flights was booked so I had to rent a vehicle which was over 1k to drive 17 hours back to *********, **** on the road with my boys. I finally made it home and now Disney is saying they are only refunding me ****** back. I had other packages on my plan and a ****** not so scary parade that we couldnt attend. This doesnt make any sense to me at all. Im beyond frustrated and angry about my overall first time experience with Disney.

  Business Response

  Date: 10/24/2024

  Thank you for contacting us on behalf of ******* *******. Our records indicate that a Cast Member contacted the Guest on October 15, 2024 and appropriately addressed her concerns at that time. Guest has not responded to our email at this time. 

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22398720
  
  I am rejecting this response because: No one has contacted me at all. Please provide this information of contact concerning this please. Ive havent received a phone call or email regarding this situation. Why you think Im going through Better Business Bureau with my complaint? I really dont like the fact that Im being lied on saying a cast member reached out and didnt, I even wrote an overall experience with the company as well and was advised someone will reach out and still hasnt as well. Im beyond disappointed in how Disney is handling this situation.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/08/2024

  Thank you for contacting us on behalf of ******* *******. Our records indicate that ******* spoke with a Cast Member on 10/15/2024 and appropriately addressed her concerns at that time.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22398720
  
  I am rejecting this response because:
  
  No one from Disney reached out at all on this matter nor have a spoken to anyone or cast member about this situation, you literally copy and paste the last message that was sent and removed the last line saying waiting on me to respond via email. I disputed my charges with Disney and since your stating my concerns was addressed 10/15/24, then I should receive my full refund. This can be closed because my dispute will be approved via Disney in that case. 
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We came to Disney for a vacation and unfortunately hurricane ****** decided to make it path directly for Disney. We were told by guest relations that the tickets would be refunded in the event we had to evacuate. We did evacuate on Monday night per government guidance. We requested a refund and was refused. They refunded our special event tickets but not the day tickets stating it was a case by case situation and because the cast member heard a dog barking in the background he decided we were not eligible to get a refund since he thought we were at home. I was questioned over a random dog barking at a rest stop. We drove 12 hours last night to find the closest hotel room and spent excessive amounts of money to make sure my family is safe. Im disappointed that Disney isnt more considerate of the situation at hand. 3 hours on hold to even speak to someone who tried his best to not be helpful. I explained we knew people getting refunds for leaving and he stated its case by case. I asked why my case was different he could not answer. This Disney trip has been the worst. I feel discriminated against because my voice sounds a different ethnicity

  Business Response

  Date: 10/16/2024

  Thank you for sharing this with us. Please know that the Guest, ******, was assisted with a refund of their ****** tickets and offered consideration for the balance of their remaining ticketed days. We are contacting the Guest directly to reiterate this information.

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22396106
  
  I am rejecting this response because:
  I spent hours on the phone trying to get a refund for the tickets and was told that it was not possible but I could extend out the expiration date and instead of having the option of dated tickets they would be reservation based tickets impacting our options of scheduling a Multipass. The cast member I spoke with eventually refunded my in laws tickets but would not refund my families. We have tickets loaded to our account but the original request was a refund- there hasnt been communication with Disney since that point of being told the best they could offer is extend out the dates.  

  
  Sincerely,
  
  ****** Word

  Business Response

  Date: 10/16/2024

  Thank you for contacting us on behalf of ******. Our records indicate that a Cast Member contacted ****** on 10/16/2024 10:34 EDT and appropriately addressed his concerns at that time.