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View Full Version : Is this normal for DU ??


jpoeling
03-17-2009, 11:59 AM
Okay I need help here. I found this forum several weeks ago and decided that I should use DU and transfer my reservation for my May 30th Cruise. Everyone here had nothing but great things to say DU. Okay so last week I was peeking through some of the treads and saw that the price of the cruise had gone down considerably. So I went on to the Disney web site and saw that my cruise had gone down over 1200.00 (not including my rebooking discount of 10%) so I immediately called DU and could not get through to a person. So I emailed 2 times with no response. Yesterday I posted a thread that I needed help getting to the right person it was suggested that I email John at DU. I have done that now and still no answer. What I need to know is am I doing something wrong or is this normal.

My understanding with DU is that they are looking for the best deal for me but right now I am not so sure. Does it matter now that I have paid in full for this trip. Do I no longer matter since they have my money?

If any one can give me advice I would really appreciate it.

Happy99
03-17-2009, 12:24 PM
I can't help you with DU but have you checked your junk mail folder?

Also what cruise date are you on that your price dropped. This is unsual for Disney but have seen it happen a couple of times in the last month

tm2924
03-17-2009, 12:35 PM
I emailed DU yesterday about our cruise and got a response within about 6 hrs. I bet the junk mail folder ate the e-mails.

brucechase
03-17-2009, 12:37 PM
Completely off subject, but if you are on the May 30 cruise, come on over to our meet thread and get to know us.

jpoeling
03-17-2009, 12:38 PM
I have specifically been checking my junk mail and still nothing. I am on the May 30th Western cruise.

dta87
03-17-2009, 12:39 PM
All of my queries have been answered within 3-6 hours with most of them being less than an hour. So your situation seems very unusual to me.

jpoeling
03-17-2009, 12:41 PM
Bruce !!! I just found you on the meet thread. OH my gosh you guys are soo cool. My Husband is an engineer too, I have an 11 yo dd and a 6yo dd. I am trying to figure out this whole FE thing is and if we should get involved? where are you from? we are in Colorado. How fun is this dis board, way cooler than facebook!!!

jpoeling
03-17-2009, 12:43 PM
I am on the May 30th cruise. I am begining to think this computer has it in for me.

brucechase
03-17-2009, 12:44 PM
Check your PM

I think you need to hit 10 post to PM so a couple more and you can PM me back with questions.

brucechase
03-17-2009, 12:46 PM
Bruce !!! I just found you on the meet thread. OH my gosh you guys are soo cool. My Husband is an engineer too, I have an 11 yo dd and a 6yo dd. I am trying to figure out this whole FE thing is and if we should get involved? where are you from? we are in Colorado. How fun is this dis board, way cooler than facebook!!!

Lots of kids there are the same age as yours. We also have several people from CO. I suggest doing the FE because it is fun. Look at my trip report in my signature for some good info from last time.

disneynewbee
03-17-2009, 12:50 PM
Both me and my mother have reservations with DU. I have had to resend an email once for each of us to DU after not recieving a response. After the second email we both got replys. :confused3

kcashner
03-17-2009, 01:38 PM
Actually, this corresponds quite well with my experience. I had to e-mail webmaster John to get things accomplished.

mommasita
03-17-2009, 01:46 PM
Okay I need help here. I found this forum several weeks ago and decided that I should use DU and transfer my reservation for my May 30th Cruise. Everyone here had nothing but great things to say DU. Okay so last week I was peeking through some of the treads and saw that the price of the cruise had gone down considerably. So I went on to the Disney web site and saw that my cruise had gone down over 1200.00 (not including my rebooking discount of 10%) so I immediately called DU and could not get through to a person. So I emailed 2 times with no response. Yesterday I posted a thread that I needed help getting to the right person it was suggested that I email John at DU. I have done that now and still no answer. What I need to know is am I doing something wrong or is this normal.

My understanding with DU is that they are looking for the best deal for me but right now I am not so sure. Does it matter now that I have paid in full for this trip. Do I no longer matter since they have my money?

If any one can give me advice I would really appreciate it.

This has not been my experience at all. I did PM WebmasterJohn this thread, as I do not think he has seen it. I hope it all gets straightened out quickly.

jpoeling
03-17-2009, 01:52 PM
Thank you so much I have not been sure what to do. Everyone basically said this is a great company to work with I am just assuming it is just one of those quirky things that happen from time to time. Thanks again

cmhand30
03-17-2009, 03:15 PM
I have close to the same problem.
I e-mail my agent at DU and don't hear from her for more than 24 hours often about 36 hours. I often have to send 3 e-mails to get her attention or send the e-mails to the DU general address. I will not be booking with them again. I will go back to my other agent or back to disney.

I check my cruise on dcl almost daily if not twice a day. I caught our cruise drop below my rate one night and by the next afternoon it was back up. Do you think my agent got back in touch with me in time? I had to let her know that dcl changed my dining time. Not good service if you ask me.

mumom95
03-17-2009, 03:31 PM
I haven't been happy with my DU service either. It has taken a few days for them to get back with me on a couple of my emails. Which weren't any huge deal, because the issues weren't time sensitive. But I just kept thinking what problems it would have caused if it had been time sensitive.

I don't like not being able to talk to someone, so I don't think I'll be using them again.

WebmasterJohn
03-17-2009, 05:02 PM
Hey Folks

Just got back from recording this weeks podcast and just saw this thread.

If anyone is having an issue with Dreams Unlimited Travel I welcome the opportunity to try to help. Please feel free to email me at John@DreamsUnlimitedTravel.com

Thanks
John

lbgraves
03-17-2009, 05:17 PM
Link to OP's thread about how the problem was solved. :)

http://www.disboards.com/showthread.php?t=2122159

jpoeling
03-17-2009, 05:26 PM
Please check the link from lbgraves. I have heard so many good things about DU. I really believe this was just a fluke thing. the link shows how they resolved my problem and I am very please. not just about the $$ cause that is great but because Kelsie really was concerned about it not being taken care of immediately.

dolphingirl47
03-17-2009, 07:18 PM
I transferred my booking for both my planned cruises to DU despite the fact that I have sworn in the past that I would never use a travel agent again and they have been amazing. On Sunday I sent them an email to have a request for a certain dinner rotation added to my reservation and also to amend my transfer arrangements. I did not really expect a reply until Monday the earliest, but within the hour I had an email back advising that they have done what I requested.

dolphingirl47

mollygirl13
03-19-2009, 07:21 PM
I have used Dreams for numerous trips and have had the BEST service!! :cool1:
I currently have our May 2010 reservation with them as well.

I have always gotten fast responses, no matter when I emailed them. I will continue to use DU for all of my future travel needs! :thumbsup2

coconutsunshine
03-19-2009, 07:41 PM
Oh my goodness, I have nothing but good things to say about DU, my agent Tracey is just AWESOME!!! I've never dealt with such a good agent before, honestly I don't thing I've waited more than a half an hour for a reply to an email and some of those were at 9 at night!! She is just amazing, everyone should request her!!!!:goodvibes

PrincessBelle39
03-20-2009, 05:21 AM
Oh my goodness, I have nothing but good things to say about DU, my agent Tracey is just AWESOME!!! I've never dealt with such a good agent before, honestly I don't thing I've waited more than a half an hour for a reply to an email and some of those were at 9 at night!! She is just amazing, everyone should request her!!!!:goodvibes

Tracey is also my agent at the moment. I have to say that sometimes I wonder if she ever goes home. I have always received quick responses and action from her....even with the several changes I have made.

eeyoresmountainpals
03-20-2009, 05:46 AM
Tracey is also my agent at the moment. I have to say that sometimes I wonder if she ever goes home. I have always received quick responses and action from her....even with the several changes I have made.

I've often wondered that about Tracy as well, it's like she works around the clock! She handled our cruise last October and she's handling some ressies for WDW for June for us! She is fantastic and responds very quickly, no matter what time I email her.

Glad to hear that all was taken care of, with such a nice refund, for the op!

Jeninpa
03-21-2009, 12:08 AM
Our last Disney Cruise was booked through DU and we were pleased, enough so that our recent booking was also through DU. We also have Tracy & most times receive very quick answers. I only expect an answer within 24hrs but a lot of times it is only a few hours or less.

Rambler5678
03-21-2009, 12:41 PM
Can anyone give me Tracy's contact information? I would like to use her to possibly book a cruise.

Thanks

WebmasterJohn
03-21-2009, 12:47 PM
Tracy can be reached at Tracy@DreamsUnlimitedTravel.com

If you ever wish to work with one specific agent you can go this page CLICK HERE (http://www.dreamsunlimitedtravel.com/reservations/agent_index.htm) and select the agent on the form.

That agent will be notified and will work your request from start to finish.

John

eeyoresmountainpals
04-10-2009, 07:36 AM
Our last Disney Cruise was booked through DU and we were pleased, enough so that our recent booking was also through DU. We also have Tracy & most times receive very quick answers. I only expect an answer within 24hrs but a lot of times it is only a few hours or less.

Tracy helped me this past weekend reschedule our vacation. She's great. I actually asked her in one of my emails if she ever sleeps - because she usually answers my emails within the hour!!!

traceylu
04-10-2009, 08:24 AM
Tracy helped me this past weekend reschedule our vacation. She's great. I actually asked her in one of my emails if she ever sleeps - because she usually answers my emails within the hour!!!

What was her answer? We are using her too and I have often wondered when she sleeps or has time for family stuff but have never asked. She has been awesome!!!:thumbsup2

tarheel618
04-10-2009, 08:27 AM
I agree. I have probably been driving her nuts all week with what if questions as I am about to book my very first cruise and I AM VERY nervous. I don't know why and she has been great and answers so quickly

mumom95
04-10-2009, 09:35 AM
Sounds like I should have gone with Tracy.

I booked a cruise for the end of March 2009 back in Jan. of 2008. Disney Visa had the deal that if you fully pay for it on their Visa, you get a $50 OBC. I called a couple of weeks before the cruise to make sure everything was in order, the DU agent said there wasn't anything about that OBC on the account, but she would contact Disney and call me back. She never called back. I called a couple of days before the cruise to check, spoke to someone else. She said the other agent had left a note in the note section that said it was taken care of (don't remember the specific wording). This agent wasn't overly friendly on the phone, but I trusted she had everything under control.

Well, I get on the cruise, and you guessed it, the OBC was not there, so I'm out $50. I considered contacting DU at that point, but I was on vacation, and wasn't willing to go through the stress of dealing with DU again for $50.

Needless to say, I won't be using them to book my next cruise.

sebamt
04-10-2009, 10:13 AM
Another vote for Tracy. She's been our DU agent for two cruises. Awesome service. Fast replies. It almost seems as if she's on duty 24/7. :thumbsup2

eeyoresmountainpals
04-10-2009, 11:30 AM
What was her answer? We are using her too and I have often wondered when she sleeps or has time for family stuff but have never asked. She has been awesome!!!:thumbsup2

She told me she sleeps when I'm not emailing! :lmao: I have this picture of her in my mind taking cat-naps with her head on her computer in between emails. But honestly - I just don't see how she does it because it's like she's always right there!

eeyoresmountainpals
04-10-2009, 11:33 AM
I agree. I have probably been driving her nuts all week with what if questions as I am about to book my very first cruise and I AM VERY nervous. I don't know why and she has been great and answers so quickly

Tracy's the one that handled our first Disney cruise last October. She was so patient with all of my questions. And our trip was great. That's why we want her to handle our WDW trip next October as well!

Macavity
04-10-2009, 12:51 PM
I have Tracy also. I have emailed her three times with what anyone else would probably consider annoyance questions. I say annoyance because three different times I have asked her about changing my cabin category, and all three times after she researched it for me, I did not change (still too much for budget).

But even after she got my third email, she still got right back to me, and still answered me with the best of customer service.

I would recommend Tracy also. I have never met her, but she has done an awesome job for me.

P.S. Tracy, if you are reading this, I'm still hoping for Florida rates for July LOL!!

WebmasterJohn
04-10-2009, 01:27 PM
Sounds like I should have gone with Tracy.

I booked a cruise for the end of March 2009 back in Jan. of 2008. Disney Visa had the deal that if you fully pay for it on their Visa, you get a $50 OBC. I called a couple of weeks before the cruise to make sure everything was in order, the DU agent said there wasn't anything about that OBC on the account, but she would contact Disney and call me back. She never called back. I called a couple of days before the cruise to check, spoke to someone else. She said the other agent had left a note in the note section that said it was taken care of (don't remember the specific wording). This agent wasn't overly friendly on the phone, but I trusted she had everything under control.

Well, I get on the cruise, and you guessed it, the OBC was not there, so I'm out $50. I considered contacting DU at that point, but I was on vacation, and wasn't willing to go through the stress of dealing with DU again for $50.

Needless to say, I won't be using them to book my next cruise.


Hi mumom95

Believe it or not I actually remember your situation with the Disney Visa SBC as you were to receive a $200 SBC from Disney Visa as it was one of those special sailings were they had an increased SBC.

I just contacted Disney Cruise Line and they confirmed that you did get the $200 SBC from Disney Visa as well as the $100 SBC from Dreams Unlimited Travel.

If this is not the case please email me at John@DreamsUnlimitedTravel.com as this means someone at DCL is not telling me the truth and I want to get this straightened out for you.

Thanks
John

Terapin
04-10-2009, 05:04 PM
I am a new customer to DU and haven't been wowed, I have to say. Fair enough to say that I haven't been treated badly, just not what I expected. I requested a quote and it took longer than I expected to hear back the first time (two days I think from the actual agent) and then another day for the quote. I asked some questions, but was directed to the FAQs instead of a personalized response, even though the FAQs didn't answer the question I was asking. I did get a reminder to pay my deposit, though! I sent off another question yesterday (I'd like to find out about adding flights, and a spa package as it is our honeymoon, which the agent knows) but haven't gotten an answer or acknowledgment of my email from the agent nearly 24 hours later. Today is a holiday, though, so perhaps that is it. Or maybe now that the deposit is paid I'm supposed to ask someone else.

I am disappointed that I will have to stick with this gal through this reservation. My agent is Kelsie.

lbgraves
04-10-2009, 06:03 PM
Kelsie is great. There might be a problem with the direct email for her. That is something that has been found to be at issue with a few posters lately. You can reach John at the email in the post above yours and he can look into the matter for you. :)

ACDSNY
04-10-2009, 11:40 PM
I can say enough about the great service we've received from Merrie at DU. We have 22 of us on a Nov cruise with 7 cabins and she's be wonderful to work with.

Terapin
04-11-2009, 09:07 AM
Just wanted to update that I heard back from DU last night and found the service to be satisfactory. Most of my questions were answered, and I got the quote I requested.

lbgraves
04-11-2009, 01:09 PM
Just wanted to update that I heard back from DU last night and found the service to be satisfactory. Most of my questions were answered, and I got the quote I requested.

Glad to hear it. :goodvibes

mumom95
04-11-2009, 03:25 PM
Hi mumom95

Believe it or not I actually remember your situation with the Disney Visa SBC as you were to receive a $200 SBC from Disney Visa as it was one of those special sailings were they had an increased SBC.

I just contacted Disney Cruise Line and they confirmed that you did get the $200 SBC from Disney Visa as well as the $100 SBC from Dreams Unlimited Travel.

If this is not the case please email me at John@DreamsUnlimitedTravel.com as this means someone at DCL is not telling me the truth and I want to get this straightened out for you.

Thanks
John

I did receive the $200 OBC, but didn't realize it was from Disney Visa. When I asked the CM, that told me what my credits were, where the $200 came from, she said she didn't know and that maybe it was a fuel charge credit (or something like that, I don't remember her exact words). I was never aware of a $200 credit from Disney Visa, I only knew about the $50.

If this is the case, then I do apologize for the negative comment about DU.

Fawn
04-11-2009, 03:30 PM
I have used Tammy from DU for cruise after cruise after cruise! I can't say enough good things about her...she rocks!! :worship: