From: David Lynch <dnl1960 at yahoo.com>

To: wdw.drc.guest.service.coordinator at disney.com <wdw.drc.guest.service.coordinator at disney.com>
Sent: Tuesday, May 15, 2018, 8:41:06 AM EDT
Subject: Attn: Linda

From: David Lynch <dnl1960 at yahoo.com>

To: wdw.drc.guest.service.coordinator at disney.com <wdw.drc.guest.service.coordinator at disney.com>
Sent: Tuesday, May 15, 2018, 8:58:39 AM EDT
Subject: Attn: Linda

Hi Linda,

My reservations are:
13744713 David Lynch
14847871 James Dicks
14305575 William Staton II
14804051 Steven Dailey
14790825 Daniel S Dailey

In the My Family and Friends list, I can see everyone, all 25 guests are listed .

However; the guests that I can see in my fast pass party selection are:
David Lynch
Aiden Butterworth
Brittany Butterworth
Bryce Dailey
Steven Dailey
James Dicks
Logan Dicks
Brandon Sloan
Jennifer Staton
Lily Staton
William Station Ii

When William Staton II logs into his my disney experience account, in his fast pass party selection he cannot see:
Lauren Gibbs

From: David Lynch <dnl1960 at yahoo.com>

To: wdw.drc.guest.service.coordinator at disney.com <wdw.drc.guest.service.coordinator at disney.com>
Sent: Tuesday, May 15, 2018, 11:29:49 AM EDT
Subject: Attn: Linda

Linda,

The situation gets horribly worse.

About an 45 minutes after we talked, the system finally started showing me all of the people in my group. I spent the past few hours making as many reservations as I could.

Then I got an error that all distributions had be done for the day, and all parks were grayed. See attached image.

Now, I am showing only myself as the only person that I can make fast passes for, and most of my passes that I painfully made have disappeared. The few that remain show only me as the person for the reservation. See attached image.


David

From: David Lynch <dnl1960 at yahoo.com>

To: wdw.drc.guest.service.coordinator at disney.com <wdw.drc.guest.service.coordinator at disney.com>
Sent: Tuesday, May 15, 2018, 7:24:45 PM EDT
Subject: Attn: Linda

Hi Linda,

12 hours later. I just made my last fast pass reservation. Something I should have have been able to do in an hour or two at most. Especially with my step son helping me.

Your system is having serious problems. I have a collection of screen captures showing the multitude of errors that I have received. The most difficult part was when your system said that the party was for example 8, yet opening the reservation would only show me four reserved people.

The reservation went into a limbo. Half the people were not in the list. Nor could I add them. The system reported the reservation was for eight, but I could not see who they were.

At others times, all my reservation would disappear except the last one I made. At other times, all my reservations would say they were for a party of one. I saw Olaf headless whoppps countless times.

Mid afternoon, I had my step daughter try from her home, and she was having the same problems that my step son and I were having this morning. I tried using my phone's data connection, turning my WiFi off, so I could eliminate my internet connection.

Clearly I have had an extremely difficult time trying to ensure that my family has a magical time. For most of them, this will be the first visit to Disney. I feel horrible since I have been telling them how amazing Flight of Passage is.

Sadly I have not heard from anyone at Disney all day. No email, no call, no nothing.

If Disney will not fix the Flight of passage, and Slinky dog dash fast passes for me.....

The thought leaves me BEYOND Fumming..... Magical Upgrades my ....

At this point in my frustration, securing the passes is a given. However; Disney should step up to the plate and upgrade my entire family from the All Star Sports, to the Contemporary near my Bay Tower Villa, and the dining package... 

Actually Disney has a great opportunity. As you can see in my records, my birthday is tomorrow. How much Magic will I receive?

Extremely disappointed,
David Noel Lynch


My reservations are:
13744713 David Lynch
14847871 James Dicks
14305575 William Staton II
14804051 Steven Dailey
14790825 Daniel S Dailey

From: David Lynch <dnl1960 at yahoo.com>

To: wdw.drc.guest.service.coordinator at disney.com <wdw.drc.guest.service.coordinator at disney.com>
Sent: Wednesday, May 16, 2018, 10:31:42 PM EDT
Subject: Attn: Linda, 13744713 David Lynch

Linda,

I appreciate you making an effort to correct my situation by offering the extra fast passes, and the free memory maker. As I type this letter, I have yet to see any additional passes show up in my Disney Experience account, nor have I seen a credit for the Memory Maker.

As I reflect upon the incident that lead me to you, the celebration of my mother's life has become tarnished by the fiasco that I endured Monday morning trying to secure my families fast passes.

When I first called the Disney internet help line, I was advised that there was a Magical update that was performed on the system that morning. In the back of my mind, I felt that the influx of the Disney Springs hotels combined with the sale of extra fast passes to club level guests was screwing me.

The extremely stressful time began when your system's problem seemed to be data corruption. Whatever the problem actually was, from Disney's view point, I was just not able to reserve fast passes. Yet from my view point, months of preparation was being flushed down the toilet.

Since the resort reservations were first made, I worked with all the family members compiling a list of the attractions that they wanted to enjoy. I used a wonderful website www.touringplans.com to build plans based on my families requests. Below is a link to the plans that I spent 100s of hours building, and the spreadsheet that I spent days working out all the fast pass reservations.

So when your system failed, it was not that I just could not secure the fast passes, it was that my numerous hours of painstaking work were being thrown out the window. The emotions of the moment were crushing. This trip was to be a celebrations of my mother's life, not a suffrage in up to 4 hours of wait time for Flight of Passage and who knows how long for Slinky Dog Dash.

My daughter, her family, and I have plans to eat at the California Grill on July 13th. That marks the one year anniversary of my mother's crossing. Actually, I was at the California Grill last July 13th last year when I received the phone call from my brother that mom had crossed.

Again Disney has no idea, that in 2012, my mother was diagnosed with a rare form of Parkinson's. Cortical Basal Degeneration, and I moved in with her to become her care taker. Also taking care of her husband with dementia, and my second mother with dementia.

Sadly my second mom crossed over this March 22nd. She fell and broke her leg. The treatment that she received at the hospital has left me sensitive to large corporations taking advantage of individuals. I feel sorry for people that end up in the healthcare system without a family member there to watch over their care.

One nurse dropped an iv tube on the ground, picked it up, and when I asked if she was still going to use it, the nurse told me that it was still sterile, the tip is still covered. Kind of like Disney telling me that the problem was due to Magical upgrade when actually the problem stems from corporate greed.

Compounding my emotional state is the rational that I have spent one third of my life's saving in an effort to give my mother's grand children a magical moment that I hope that they will never forget.

As it stands right now, I highly doubt that Disney will rise to the occasion and take the necessary steps to rectify this situation. Disney's system failure has caused a cascade of emotions that have consumed my positive feelings that the trip was going to be truly Magically memorable vacation.

As I told you in our phone conversation today, I will not cancel the family vacation because the children would never understand, but I expect that I will be canceling my dining reservations, and my personal ticket to the parks. My frustrations have built a high hurdle for Disney to overcome. Flight of Passage and Slinky Dog Dash passes are the base line.

Respectfully,
David Noel Lynch

From: David Lynch <dnl1960 at yahoo.com>

To: wdw.drc.guest.service.coordinator at disney.com <wdw.drc.guest.service.coordinator at disney.com>
Sent: Thursday, May 17, 2018, 2:55:51 PM EDT
Subject: Attn: Linda, 13744713 David Lynch

Linda,

I appreciate seeing the credit for the memory maker, and the addition of the Multiple Experience fast passes.

Evidently your system is still having problems. In the my Disney Experience app, the listing of my plans is empty. After refreshing multiple times, I will finally get a listing that shows the Multiple Experience fast passes.

However; when I clicked on the Multiple Experience fast passes, the my Disney Experience app, presents me with a blank page and an error message stating that the information is out of date.

On the website, the extra fast passes do show up in my itinerary section listed as Fast Pass+ for 21 guests. Then directly under that it says, Select 2 Experiences. Under that it says, View Details. When I clicked on View Details, I was taken to the Fast Pass+ reservation page.

Being confused as to if the extra passes are use anytime, like you told me, or I have to make reservations, I proceeded with trying to add a fast pass selection for me. Your system reported back that the daily reservation count had been reached.

So I called the internet support line to report the issue. They had me uninstall then reinstall the my Disney experience app, log out of the web. All I was looking for was a listing of the attractions that were available to the Multiple Experience fast passes. She said she could not email me a listing of the attractions, but she was willing to read the list to me. I said that would take too long, so I had her confirm that Seven Dwarfs in on the list, and that the Flight of Passage and Slinky Dog Dash were not on the list.

I spent 45 minutes on the phone with your internet support department, then she told me she has opened a ticket with the it department.

With all of your data access problems, I have to reassess the method that we will need to use to ensure that all our party members get to their reservations on time. We intended to rely of the my Disney Experience app. All of the family members with phones have installed the my Disney Experience app.

Now I think we will have to use a paper system.

David

From: David Lynch <dnl1960 at yahoo.com>

To: WDW DRC Guest Service Coordinator <WDW.DRC.Guest.Service.Coordinator at disney.com>
Sent: Saturday, May 19, 2018, 7:21:26 PM EDT
Subject: Attn: Linda, 13744713 David Lynch

Linda,

I Appreciate you taking the time to explain how the Multiple Experiences passes work.

Over the past few days, I have been trying to sort out the fast passes that I was able to reserve. With your system going up and down, I was not able to get the fast passes in the order that I desired, nor for the groups of people that I intended. My reservations are pretty fragmented.

The Multiple Experiences passes will come in handy to fill the gaps between the fast pass that I did secure, and the passes that I hoped to get. I do find your system difficult to check the guest names that are on each fast pass. I have to enter each pass.

My main concern is with my daughters' twins. They are both special needs, and my original plan was to secure her fast passes during the morning and evening hours. Giving them a mid day lunch and swim break. With your system going down, their fast passes are now jumbled across the day.

After rebuilding my touring plans built on the touringplans.com website, I am able to quantify the cost of not being able to secure my original plans. Not including any wait, or ride time for the FOP, SDD, etc, but based only on my current reservations we will be in lines 4.5 hours more. On attractions 2 hours less. Have 2 hours more free time, and walking 3 hours more.

With the cost of my reservations divided by the number of hours that the parks will be open, the cost to me for each hour the parks are open is $212.09.

Adding in an average of 2 hours wait time for FOP, SDD, and the other rides that I was not able to secure for the group results in a net cost of $4856.84. 23.49% of my vacation cost lost to your Magical Upgrade.

As Disney keeps increasing the cost of a vacation, websites like touringplans will become an necessary tool for anyone that wants to get the best value out of their Disney vacation.

Regards,
David Lynch


On Friday, May 18, 2018, 7:33:24 AM EDT, WDW DRC Guest Service Coordinator <WDW.DRC.Guest.Service.Coordinator at disney.com> wrote:

David,

The extra fast passes you do not schedule or do anything with except to use them at what attraction or show you want to in the park you are in on each day of your stay.   They cannot be booked for anything by yourself.  

An example of this is that you want to ride 7 Dwarfs Mine Train- you just go to the fast pass lane and use your magic band and you will go through the fast pass lane.  (no time requirement )

Also again just to let you know they cannot be used at Frozen in Epcot, Navi River or Flight of Passage in Animal Kingdom, and the rides in Toy Story lane.   All other rides you can use them for

Hope this helps to explain.    Also I am still speaking with other management regarding the email information that you have shared with me.

I hope you have a great weekend and that your birthday was a good one.

Linda

Guest Service Specialist

From: David Lynch <dnl1960 at yahoo.com>

To: WDW.DRC.Guest.Service.Coordinator at disney.com <WDW.DRC.Guest.Service.Coordinator at disney.com>
Sent: Sunday, May 20, 2018, 3:26:45 PM EDT
Subject: Attn: Linda, 13744713 David Lynch

Linda,

Today, while working on defragmenting my fast passes, trying to get everyone on the same side of the park instead of being split up crisscrossing the parks, I noticed a Slinky Dog Dash pass pop up as one of my selections.

In an attempt to secure Slinky Dog Dash passes, I needed to modify other passes to drop guests, but was unable to modify the other passes with guests not on my personal reservation. I could change times, but I could not change guests without losing members, thus I could not move the guests that I wanted to Slinky Dog Dash.

I called the internet support line, and a lady was most helpful in trying to sort out my difficulties. She said that my connections were not showing up correctly. Same place I was on Monday. She spent over an hour with me working on getting the connections straight and securing the Slinky Dog Dash passes.

Since Slinky Dog Dash popped up, I decided to try Flight of Passage, and just by chance I was able to secure fast passes for Flight of Passage. I hope that this was just not a system glitch, and the newly acquired passes disappear. Even though the passes show up with all my family members listed, if I go to modify the pass, I do not see everyone. The support rep assured me that everyone is there, that I just cannot modify them till the connection problem is corrected.

Hopefully my connections will clear up in order for me to get the other reservations sorted out. I hope to avoid crisscrossing the parks with two special needs children.

Disney management may see this a Problem Solved situation, but I have spent this entire week stressing over securing my desired fast passes that should have taken me a couple of hours to obtain.

I understand that upgrading my family to the Contemporary is now a moot point, and the request that was made out of extreme frustrations. I hope that Disney management will see fit to make a compensation for this nightmare of a fiasco that still continues, and they will add the regular dining plan to my reservations, 13744713 David Lynch,  14847871 James Dicks, 14804051 Steven Dailey, 14790825 Daniel S Dailey, and upgrading 14305575 William Staton II to the regular dining plan.

I appreciate your assistance with my situation.

Regards,
David Lynch

From: David Lynch <dnl1960 at yahoo.com>

To: WDW.DRC.Guest.Service.Coordinator at disney.com <WDW.DRC.Guest.Service.Coordinator at disney.com>
Sent: Wednesday, May 23, 2018, 3:44:28 AM EDT
Subject: Attn: Linda, 13744713 David Lynch

Linda,

Hope you are doing well.

I am still having problems not being able to modify fast passes. I figured that I would try to make some changes late at night to try and eliminate the load on your servers as a factor.

I recorded a screen capture of me trying to modify one of the reservations that will show the correct number of guests on the reservation, 14, but when I open the reservation to modify it, the number of guests is incorrect, 6.

Looks like there is still some kind of corruption with my account. Each time I want to make changes, I have to call your internet support line. I was hoping that my account would be fixed by now, so that I can keep trying to reserve fast passes according to my original touring plans and corresponding spreadsheet.

In a previous email, I mentioned that due to all the problems accessing my account, that I may have to use paper printouts of the fast passes. Well when I went my itinerary page, the print button does not print out the complete reservation. I called the internet support line and they confirmed that there is the problem. They told me that they would open a ticket with IT, and they had no idea when the bug would be fixed.

I was informed today that Steven Dailey will not be traveling with the Butterworths. He and his girl friend had a falling out. For some reason, when the internet support rep removed the Butterworths from Steven's reservation, the Butterworths were left on the fast passes, and Steven was removed. I spent over an hour with the internet support rep making fixes to the fast passes. She was most helpful, and fixed the fast passes.

I have pretty much resigned myself to the fact that I missed out on securing the fast passes to match my touring plans. I hope that the management team agrees that these continuing difficulties warrant my family being compensated with dining plans.

Thank you,
David

From: David Lynch <dnl1960 at yahoo.com>

To: WDW.DRC.Guest.Service.Coordinator at disney.com <WDW.DRC.Guest.Service.Coordinator at disney.com>
Sent: Wednesday, May 23, 2018, 5:18:32 PM EDT
Subject: Attn: Linda, 13744713 David Lynch

Linda,

I appreciate your efforts to try and rectify my situation. The gift card is nice, and I hope that you can find a way to modify the All Star Sports reservations to the Summer Meal Offer MYW Pkg + Quick Service Meal deal.

Our family trip is a remembrance of my mother's life, and my plan was to be at the California Grill one year to the day of my mother's passing. I was at the California Grill when my brother called to inform me of her crossing. It is with a heavy heart that I am forced to cancel my dining reservations.

My mother taught me that you do not reward a business for their bad behavior. The management team at Disney has disrespected me by completely disregarded the fact that their fast past reservation system's problems resulted in a net loss to me of nearly $4000.00.

Please inform your management team that I have canceled the following reservations as a direct result of their inaction and their callousness showing now compassion for my significant financial loss due to their system failure. The below estimates of dining costs come from the excellent website.
https://www.distripplanner.com/

Splitsville™ Dining Room Dinner,  #481051943022, $123.87
California Grill Dinner, #480141102711, $262.61
Be Our Guest, #481271658569, $158.61
Chef Mickey's, #480151190376, $339.31
Be Our Guest, #480971306484, $185.18
Via Napoli Ristorante, #480151150992, $181.79
The Crystal Palace, #480151151423, $203.59
The Crystal Palace, #480151151415, $203.59
The Plaza Restaurant, #480151151061, $141.47

Using my pocket book total of, $1,596.43,  as a vote against the treatment received from Disney management.

On the verge of canceling my 50's Prime Time Cafe Dinner, $150.81, and Chip 'n' Dale's Harvest Feast, $228.08. I have already promised to some of the children that they would be able to meet the Beast, and since Disney has made the Beast a paid meet and greet, by requiring the purchase of dinner, I have yet to cancel several Be Our Guest reservations.

I understand that Disney management does not see my cancellations as a loss to them, they know that someone else will take my place. That mindset only lasts so long. The more people get affected by system failures, the more people will refrain from spending their hard earned money at Disney properties. Keep nickel and dimming customers with endless extras like parking fees, and people will start to flee.

I had plans to visit Disney World just after Star Wars Galaxy Ends opening, and I was planning to visit for the 50th anniversary, since that I was at Disney World the first month they were open.

As of today, those plans have been put on hold.

Regards,
David