Not resolved
Customer service
Exchange, Refund and Cancellation Policy
1 comment

My wife called to book a deal for 2 day passes to Disneyland Resort & 1 night at the Disneyland Hotel in Anaheim. She was told & reassured that if we need to reschedule the date we could do so as long as it was done before a travel representative called us to discuss arrangements.

She was further informed that the travel representative would call at the earliest 60 days (& the latest 30 days) prior to the scheduled date. My wife booked 4/1/2019 (nearly 8 months from now) because this is the first booking Casablanca Express had available for this deal and she also had the day off from work as well. Our deal is limited to Sundays, Mondays, Tuesdays or Wednesdays. I called Casablanca Express twice (within the last 50 minutes) to reschedule the date & was told that they will not & cannot reschedule the date for us.

At the very earliest a travel representative will not be calling us for 6 months, possibly 7 months! Neither one of the customer service reps attempted to resolve anything, work with me in any way, shape or form & had bad attitudes! Each conversation was maybe a minute (if not less) because they didn't seem to want to hear what I had to say or help me!

This is an easy fix that can easily be done, but no one seems to want to help with! We're not asking for anything else, but to change our reservation (that's nearly 8 months away) to a later date!

Company wrote 0 private or public responses to the review from Aug 03.
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UPDATE 8/7/18: My original review was placed 4 days ago. Since that time, Karen, a manager from Casablanca Express, contacted me via both cell phone and email.

She apologized for the inconvenience, explained that the customer service representatives were incorrect, that the option to reschedule for a different date is available for $40, waived the fee and rescheduled the date for us per our request. Thank you Karen!

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