Numerous families face uncertainty about their theme park reservations after The Walt Disney Company terminated Smart Moms Travel’s vacation planner authorization. The agency is reportedly withholding customer deposits despite losing its official status, leaving hundreds of Walt Disney World Resort and Disneyland Resort trip bookings in limbo.
Disney Travel Agency Authorization Revoked Over Business Practices
Smart Moms Travel lost its Authorized Disney Vacation Planner status in mid-November after The Walt Disney Company investigated concerns regarding its business practices. The termination followed allegations by employees about commission withholding and improper terminations becoming public.
Two employees still working at the agency claim they never resigned or received termination notices but report missing over $4,000 in earned October commissions. Between them, they manage hundreds of client Disney vacation bookings.
Disney addressed the decision in a statement last month:
“Based on concerns we have received regarding changes to Smart Moms Travel’s business practices, we have exercised our right to terminate our Authorized Disney Vacation Planner designation agreement with the agency.”
Client Deposits Remain Unreturned
NBC Connecticut‘s December 15 report revealed that several customers are still pursuing refunds from Smart Moms Travel weeks after Disney cut ties with the agency. Whitney Stallbaumer told the news outlet that she opted to rebook her trip independently, removing Smart Moms Travel from her reservation after the November events.
Stallbaumer expressed concerns about CEO Lauren (LJ) Johnson’s business practices: “I mean, if she gets mad at her agents and can fire them and not pay them, what can she do to our trip?”
Walt Disney World Resort processed Stallbaumer’s $200 deposit refund directly to Smart Moms Travel, her original booking agent. Johnson and the agency have reportedly not responded to numerous refund requests. Stallbaumer attempted contact “through Instagram, Facebook, email, and even sent a Venmo request at the recommendation of another agent.”
Her creative approach included applying for a job posting:
“One of the other frustrating things is she is currently asking for applicants for a position, and so I applied for that and was like, ‘Hey, I see that you’re reading these messages. Can you please send me my refund?'”
Despite the unreturned deposit, Stallbaumer hasn’t pursued legal action.
“It’s not something that I would, you know, file a police report on or be super stressed about,” she said. “But I think her sitting on the vacation money of everybody else is kind of principle at this point.”
NBC Connecticut received no response from Smart Moms Travel regarding the deposit dispute.
Have you ever worked with a travel agency for a vacation to Walt Disney World Resort or Disneyland Resort? Share your experience with Disney Dining in the comments!
