Anger & Complaints Of Pre-Paid Genie+ Not Working On UK Tickets
News - WDW 04-Sep-2022
When Genie+ launched at $15 a day, Disney offered us Brits an option to add it to our 14-day UK tickets for a discounted rate of £6.99 a day. That discount ended in May. While the reason for the discontinuation wasn't announced, it now seems that one of the reasons was due to technical issues that arose. We've been reading online and being sent stories from our readers of some guests having issues with Genie+ that were pre-purchased with their tickets.
In summary, it seems for some guests the My Disney Experience app doesn't register you have Genie+. We can't conclude from the data we have on what exact scenarios it messes up for, but it appears to be more common in larger groups, especially with children. Some have said that even though the option to purchase Genie+ comes up, they actually do have it and can make bookings. To add to this frustration, it seems guest services are sometimes unable to do anything about it. It's not a good experience having something you've paid for not work correctly, even more so you're having to waste time out of your day to queue and get it sorted.
We have been to guest services 3 times today (4 times in all) for various family members to report the issue and obviously lose park time etc. The cast members are always helpful but say they can do nothing to prevent it from happening again. I have been coming to WDW for over 30 years but I can’t see myself coming again. Not if this is the future.
We had the same issues a couple of weeks ago. Every day we had to see guest services as it kept saying my daughter didn't have genie plus. They added it on each day but weren't able to add it on for multiple days because they no longer sell it for multiple days. Some cast members were great and gave us any time lightning lanes, some just added us to lightning lanes we'd already booked for the rest of our family. I also tried emailing while we were there but just got an apology email and that they'd pass it on to the leadership team. Really poor experience considering how much we spent on the holiday. Having to visit guest relations every day was a real pain.
It also appears the guest relations at the blue umbrellas are unable to help and are telling guests to go to the main guest services.
Local Guest Services CM in Galaxy's Edge we were advised to go back to Guest Services at the front of the park as it could only be fixed there.
We had this issue. The staff under the blue umbrellas couldn't solve it. Guest relations just gave us a free day to carry on booking. The staff at the hotel rang tech services to resolve it for us which worked for the rest of our holidays.
Others have said they had issues, but one visit to guest relations and the remaining duration of the 14-day ticket worked fine. One method that has been reported that might work is when the tickets get deleted and re-added to your account.
We went to guest services who rectified it quickly and luckily we had no other problems for the other 13 days we were there.
Hope is not lost though, as not all guests who have pre-purchased Genie+ had issues.
We had pre-booked Disney plus and didn’t have any issues - I did notice that it was offering for us to purchase it but when we booked the lightning lanes it was all working fine.
Returned from our trip last week. 8 of us had 14-day passes with G+ and never had a single issue.
So it appears it's a bit of a lottery! We will be at Walt Disney World very soon and our tickets do have Genie+ added to them, so we'll report back on our experience while we're there.
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