• On Aug 18, 2021
    Nilza from NJ Asked Please note that experiences, policies, pricing and other offerings are subject to change and may have changed since the date of this answer.

    Hi I had to cancel my reservation last week because my son got a virus and now I don’t see my tickets in my Disney experience.

    Hi Nilza,

    Welcome to planDisney! I am sorry to hear that your son fell ill, and you had to cancel your trip. 

    If your tickets were part of a vacation package and you canceled the package, then your tickets would have been canceled as well. If you purchased tickets separate from a resort hotel and only canceled the resort hotel, the tickets should still be linked in My Disney Experience. If you have not tried, find the confirmation number for those tickets and try linking them again in My Disney Experience. Also double-check in the My Disney Experience Mobile App. When you log into the mobile app, click on the three bars on the bottom righthand side of the screen, then click on Tickets and Passes. Once you click on Tickets and Passes, you should be able to see any tickets that are linked in your account. 

    If you cannot re-link those tickets and still do not see them, I suggest that you contact a Cast Member in Website Support by phone. While they may be able to help link the tickets again, if you need to try to apply the value of those tickets to the purchase of new tickets, you will need to speak with a Cast Member in New Tickets.

    As you re-group and consider rescheduling your visit, check the theme park pass reservation availability calendar before purchasing new tickets. You want to be sure there is park pass reservation availability before buying theme park tickets. Also know that The World's Most Magical Celebration launches on October 1, 2021, so the parks and resorts will get busy!

    Nilza, most important, we hope your son has made a full recovery and is ready to come visit. Mickey and Minnie Mouse and the gang are ready to welcome him to the magic. So, pick those new dates and start planning again!

    Magic and memories,
thumbnail image for Donyell

Meet the Panelist: Donyell, North Carolina

Hello from North Carolina! I am a mom of twin girls, wife, and university professor who has been inspired by the creativity of Disney for a lifetime. Since my first Disney visit when I was 12-years-old, I have been drawn to the adventures crafted by Disney Imagineers. Planning Disney vacations helps connect me to families who will find in Disney the kind of joy my family has experienced over the years. Allow me to help you map your own Disney journey so that you, too can create the memories of a lifetime! Learn More About Donyell

Related Video

  • thumbnail image for planDisney Overview

Didn't find what you were looking for? Click the Ask a Question button to open the Ask a Question dialogue box. If you are not logged in a dialogue box will appear to signin in order to ask a question.

To submit your question, please sign in now if you have not already done so.

Ask a QuestionOpens the Ask a Question dialog box.

Update Browser

For a better experience browsing this website, please download an updated version of Internet Explorer.

Or you can continue browsing without updating.