Tour Booking and Complaint Issues

[pinklady1124]

Sorry to rant on here, but am getting really frustrated with DLP customer service. I have a trip booked in June with brother (through WDTC). I wanted to book us on a Disneyland Park tour for my brother's birthday present. I tried ringing WDTC first (Freephone number), they said dining and experiences had to be booked through DLP themselves and to check the website. I did so and rang the number given for tour bookings. After being on hold for 30 minutes and a 15 minute (confusion filled) phone call, the lady said she couldn't book any tours in June. I asked did she know when they could be booked, no. I said it wasn't great that there was nothing on the website about tours only being bookable a certain date out etc. She basically just said sorry, try WDTC or call back (on some unknown date!). Sky mobile then proceeded to tell me I'd incurred a £30 charge for the call, which obviously I was very unhappy about as I would not have called at all had the correct information been on the website. I used the 'contact us' form on DLP website to submit a complaint detailing this, as well as sending it to a few other email addresses I could find (dlp.uk.admin being one of them). I heard nothing. 2 weeks later, I got a response from dlp.uk.admin saying they were sorry, but as my holiday was booked through WDTC they couldn't help me "for legal reasons". They gave me another 0033 number to ring (which I'm not willing to do as I'll incur another charge) and another email address dlp.viptours.experience . I replied (and also forwarded everything to the dlp.viptours email) saying that they had misunderstood what the issue was and that it wasn't in relation to my holiday booking. Haven't heard anything about another 2 weeks on. I can't get my head around why things are so difficult at DLP when the customer service experiences I've had at WDW and DLC have been exceptional. Feels like I'm banging my head against a brick wall when all I wanted to do was book a tour and give them some more of my money! At the minute I'm £30 down with nothing to show for it except lost time and lots of annoyance!

[cheekytink]

That’s really rubbish.
Unfortunately WDTC and DLP are different parts of the Disney Company who do not talk to each other.
The good news is that the Disneyland Park tour is bookable at City Hall or hotel concierge - it isn’t well advertised and I have done it twice, once there were 4 people and last time there was just me and a friend! It’s €65 per person and I’m sure you will be able to book it when you get there, so can save any more money on phone calls!