We are a family of four, all Gold pass AP`s, that we used for a 6 day trip in December 2019 and planned to use them again in July and November this year. Due to the pandemic, this is not going to happen, espcecially, since we are international AP holder and don`t know, when the travel ban will be lifted - right now, we even aren`t allowed entry to the US.
A couple of pages ago, "disneygrandma" told about her experience and success in asking for the AP`s to be frozen until next year and then start again, to cover the vacations they were initially bought for. The CM she talked to was very helpful and agreed to freeze the AP`s for now and have them extended for use freom June 2021 to December 2021 - which would be more or less the exact same thing for us. The CM also explained, that evrey case would be handled on a case by case basis, so everybody which special concerns should email them.
Well, that`s what I did - just got the answer:
"I am very sorry that your family was unable to visit the Walt Disney World Resort when you had planned to. Unfortunately, there is no way to freeze or pause the Annual Passes. The Walt Disney World Resort has offered to extend all Annual Passes for the time that the Theme Parks were closed or the ability to get a partial refund for the Annual Passes. This can be done by contacting Ticketing Guest Services at 407-566-4985. Sadly we are unable to assist with any further extension past what is being offered by the Walt Disney World Resort. I am sorry for any disappointment this might cause. "
Obviously, I am less than thrilled with this reply! This is far from being "individual" or "case by case" and it shows again, that everything depends on who you are talking to.
We WANT to keep our passes, we are VERY loyal Disney people, AP holder over the last 10 or more years, DVC member, Disney addicted .... We WANT to visit WDW as soon, as we are allowed to travel to the US again and won`t have to quarantine for 2 weeks after return ( DH and I are self employed...), so I think right now, we are sort of punished. Even if we would want to fly right now, we were not allowed to come and nobody knows, when the borders will be open again. Just a simple extension of our AP`s is not at all helpful In this situation, since we probably will not be able to use them.
So instead of refunding us money, we would be just happy with keeping our AP´s, have them frozen instantly for the remainder of the days and start acivating them again that very moment we are able to use them. From my point of view, this would also be a win for Disney, since they don`t have to refund us.
I will try again now via chat and some other email addresses to maybe have some CM finally, who will be able to help us that way, "disneygrandma" was suggesting - which by the way, was a great idea, fair for both sides, as I think.