Questioned Answered Thanks! - Trading QS for TS... hmmm

But is WDWToday an OFFICIAL outlet of WDW or is it like DISBoards where we're all just fans and a community that loves Disney? The OP has spoken with two different CMs (albeit phone and chat CMs who get things wrong all the time) who are EMPLOYEES of Disney and should have the correct information. I think it's time we start holding Disney accountable for the people they hire and train.

WDWToday is an official Disney source... they're who people tweet their Cast Compliments to, etc.
 
But is WDWToday an OFFICIAL outlet of WDW or is it like DISBoards where we're all just fans and a community that loves Disney? The OP has spoken with two different CMs (albeit phone and chat CMs who get things wrong all the time) who are EMPLOYEES of Disney and should have the correct information. I think it's time we start holding Disney accountable for the people they hire and train.
Yeah @WDWToday is the customer service account on Twitter it’s verified and everything. So it’s legit. The other CM she’s spoken to clearly got confused or are ill informed.
 
I emailed them as well to get a 3rd opinion from the company. At this Point, I don’t really care if I can do it or not. I just want to know what the official policy is and why their customer service reps are telling people that it’s OK if it’s not. Like others have said, they need to be held accountable if their training is not consistent.

Here is the response I received.

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Don't feel bad for trying to clarify the policy! IMO you asked the question very clearly and Disney should take responsibility for the misinformation given out by cast members. The truth is that trading up is not allowed, but it can't hurt to ask given the fact that you were given wrong information by multiple CMs.

Thank you for understanding what I’m trying to do and not assuming I’m trying to scam Disney like some other people.
 


Thank you for understanding what I’m trying to do and not assuming I’m trying to scam Disney like some other people.

Your email response from Disney looks like something that is becoming their standard reply to all DDP questions. Someone on the "can you use credits on those not in your party" thread posted a response with almost the exact wording to their question of whether they could use their credits on friends.

My interpretation of that response is...try it!! You never know what they might say. However, I think the problem they will have is they have no way to apply the QS credits to their billing system. It's not a TS credit, it's not a credit card, and it's not cash. The technology just isn't in place to do it.
 
Your email response from Disney looks like something that is becoming their standard reply to all DDP questions. Someone on the "can you use credits on those not in your party" thread posted a response with almost the exact wording to their question of whether they could use their credits on friends.

My interpretation of that response is...try it!! You never know what they might say. However, I think the problem they will have is they have no way to apply the QS credits to their billing system. It's not a TS credit, it's not a credit card, and it's not cash. The technology just isn't in place to do it.

I agree! I will just book the reservation (since I can start booking them tomorrow) and pay out of pocket for the one table service meal. Again, if the answer had been no, I wouldn't have cared. As much amazing info as all of you give me, I would trust what the company says first bc well... they're the company making the rules. So I thought it couldn't hurt to ask since I was confused by what I was hearing. So, if the answer was no... then so be it. If it was yes, then I would know and could book it. I was more upset by the inconsistency of cast member replies and the lack of knowledge. So, whatever. It is what it is! I'm still excited to go to Disney and now we know that if you ask, every cast member will give you a different answer. LOL
 
I just don't understand why 2 different CM's would tell me that if it weren't true.
Disney is, I believe, the largest single-site (not double-digit, I thought I fixed that!) employer in the country, with somewhere upwards of 52,000 CMs last I heard. While it stinks, not everybody knows everything.
no... I don't want to upgrade at all, I just want to use a couple QS credits towards one TS meal (or whatever the transfer amount would be).
Understood. DDP began 1/1/05 - so, over 14 years ago - and this swap has never, ever been possible. There is no for it. It can't be processed.
Considering they work for the company, you’d think they’d be better trained and know more than us.
Better trained, okay, because none of us is trained in/by Disney Customer Service. More knowledgeable would be nice, but there are thousands of pieces of information to know. Anyone in this thread who hasn't used a DDP has, at least, researched it. The phone CMs may have never even visited a park.

That CM who said you can use your credits any way you want is technically correct. You can use them in any combination within the restrictions of your plan levels. This means, for example, if you want to use all your credits in one day, you can.

Allowing the three snack exchange is not an official condition but is a courtesy provided by many (not all) locations. It has existed since the very first Dining Plan Free promotion in 2005, when the restaurants were so overwhelmed that visitors were unable to use credits.

Some places might allow the use of a single DDP TS credit in exchange for a while CS credit.
 
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Here is the official rules on trading:
  • You can always trade down, i.e. you can get a QS meal in place of a TS meal or 3 snack credits instead of a QS meal
    • NOTE: This is not available at all locations, but locations that it is not available at should be able to tell you where it is available
  • You cannot usually trade up, i.e. a QS meal instead of 3 snack credits or a TS meal instead of 2 QS meals, although as was stated, each restaurant/store has some discretion on this and may make an exception to allow it.
  • Trading out desserts is also allowed, but this is at the discretion of the TS location as to if they allow it and what they allow the trade of.
 
I emailed them as well to get a 3rd opinion from the company. At this Point, I don’t really care if I can do it or not. I just want to know what the official policy is and why their customer service reps are telling people that it’s OK if it’s not. Like others have said, they need to be held accountable if their training is not consistent.

Here is the response I received.

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This seems a bit like a shrug! A bit like, well you can try it but we're not guaranteeing anything! Got my fingers crossed for you for 50s Prime Time, I've got an ADR for there in August :)
 
Going in person maybe the thing you need to do. I have never heard of this any time I have done a Dining Plan and have had a question while there.
 
I bet their technology has no option to use qs credits on a ts meal.
 
Yes, the phone and chat people are notoriously wrong. (You know many people in every job and walk of life give wrong information. The one that frustrates and infuriates me the most is when they don't know the answer and just make up an answer instead of finding out the correct answer. It seems like WAY TOO MANY people do that nowadays.)I know you think you can and should believe them over strangers on the internet, but in time you will come to realize how incredibly frequently they are wrong. And yes, you get different answers, and no, they don't have to honor anything from a screen shot. They only have to honor what is in the QSDP brochure, and sometimes there are pushbacks on that too. A few years ago, people would carry the brochure around with them, because cast members were not familiar with the new rules and changes, and would deny things. If you can find it in the brochure, you can point to that. But the definitive answer is no. Just save and budget for your son's birthday dinner and enjoy. And expect wrong information. You will get even more when you get there.
Have fun anyway.
 
I get so nervous about causing a fuss! I don’t want people to be upset but I definitely feel like they should honor what they say!! Thanks for the tip. Like you said, I won’t know unless I go ask in person.

I dont see that you would be causing a fuss. You asked, got an answer, and want to apply it to a restaurant. The worst thing to happen is that you are told no.


I’m just going to pay OOP for 50’s Diner and not bother.

I would do this, only becuase it has always been my impression that they cannot trade up. I still see no reason for you to do this though, you have tried to get clarification.
What have you got to lose, other than perhaps saved CS credits.

I worked on the phones for 10 years, and I am honestly befuddled how a company this large cannot get info straight. We were an overflo for many companies, and a primary outdsource for others, and we somehow were able to get updated information from every company we worked for, get the info to our reps, and then monitor calls to be sure the info provided was accurate.

I have no idea what system DIsney uses to monitor reps, but that survey added at the end of a call dos not cut the mustard, IMO. Yes, they can have an idea how the caller's perception of the call and rep was, but that's it. Accurate info? How woudl a caller knwo if they are satisfied with the information if they have no idea wha tis accurate and what is not.
 
I dont see that you would be causing a fuss. You asked, got an answer, and want to apply it to a restaurant. The worst thing to happen is that you are told no.




I would do this, only becuase it has always been my impression that they cannot trade up. I still see no reason for you to do this though, you have tried to get clarification.
What have you got to lose, other than perhaps saved CS credits.

I worked on the phones for 10 years, and I am honestly befuddled how a company this large cannot get info straight. We were an overflo for many companies, and a primary outdsource for others, and we somehow were able to get updated information from every company we worked for, get the info to our reps, and then monitor calls to be sure the info provided was accurate.

I have no idea what system DIsney uses to monitor reps, but that survey added at the end of a call dos not cut the mustard, IMO. Yes, they can have an idea how the caller's perception of the call and rep was, but that's it. Accurate info? How woudl a caller knwo if they are satisfied with the information if they have no idea wha tis accurate and what is not.


Thanks for your response!!! I also don't understand how a company, regardless of size, has so many cast members giving out such different info. I am guessing they are all trained the same way, with the same information. So, everyone should be giving the same answers (when I worked in customer service, we had a script to use and a way to look up darn near any question a customer had and if we didn't know, we had to ask a manager). Again, it is what it is. I'm not mad at this point. I wasn't looking for a handout, unlike what some others think... I simply wanted to know if I could do it or not and that's it. If I can, great. If not, oh well. But they need to at least be consistent.
 
Here's what I would do as long as my son was okay with doing it this way:

Make the ADR for 50s. Then on the day of ADR, at least a few hours before the ADR, go by 50s and tell them what you've been told, show them your screen shot. If they say okay, then you're good to go. If they say "no" tell them you don't want the ADR and ask them to not charge the no-show fee since you made the ADR based on what you were told by a CM. If they push back, take it to management and/or guest services. This means it takes some time out of your day and you may not get to eat at 50s, but that's the ONLY way you're going to find out if this will work.

I will say that phone CMs and chat CMs are notoriously uninformed when it comes to the finer points of the DDP and sometimes I think they say what you want to hear, but you've done all you can to find the correct information. I'd be willing to try to make them honor what their CMs have communicated.
OMG! That's a huge process. They're on vacation!!!
 

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