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View Full Version : How does Disney expect people to make reservations when they are always down


MagicKingdom05
01-04-2005, 08:20 AM
Hi,

Ok I have been a trooper and supportive of the new system and all, but it only seems to work, when no one wants to use it like between the hours of 10-11 pm and right before they open. At my place of work, the summer is the big time for people to take off especially around holidays and those times fill up fast. Without knowing when I am going, it makes it hard to take that time off. I don't want to put it in to find out later that Disney is filled up for that time.

I am about to say the heck with Disney all together. All you get from them is that the system is currently down please try back later, which is the same think they have been saying since Sunday. At some point people are going to say lets go elsewhere this year.

2Disneybuggs
01-04-2005, 08:23 AM
I'm still waiting to get a quote too.

my3kids
01-04-2005, 08:23 AM
Yep. Seems like a company as large as Disney could have invested enough time and planning into the new software.

MagicKingdom05
01-04-2005, 08:25 AM
If they wanted to take the system down all last week to get it set up, I would have been supportive of that. This not knowing in the end is really going to hurt them, because like I said, people aren't going to wait to make there vacation plans. They will just go else where.

my3kids
01-04-2005, 08:30 AM
I don't necessarily think they would go elsewhere, but I could definately see people forgetting the package and just booking a room and buying tickets someplace else. There still are park hoppers out there if anyone is really fed up with the package fiasco.

I feel sure they would like people to be on the package, this reducing the likelyhood a family would go off site for meals or activities, or anything else. This snafu isn't helping.

Luv2trav
01-04-2005, 08:31 AM
I am sure someone's butt is on the line for this one.

I do agree they should have been more prepared or had a back up plan. I know a lot people make their vacation plans right after the holiday because works schedules, weather up north, lack of something to look forward too and let's not forget it's almost income tax time!!

johnsonet
01-04-2005, 08:32 AM
It's sooo frustrating!! I've been calling and calling...right now the website says its booking engine is down for maintenance and when I call I'm just on interminable HOLD, unlike yesterday when CMs answered but said the computers were down... :badpc:
I'm going nuts, hoping I can get the room type I want for the dates I want - preferably at the AP rate ;)
Of course, no matter how long it takes I'll wait...not going anywhere else for Spring Break :) :cheer2: :cool1:

MagicKingdom05
01-04-2005, 08:34 AM
Luv2trav,

Good point about the income tax thing. I usually have them take to much out of my check each month, that way I will get a nice chunk back. It is basically my vacation savings account.

my3kids
01-04-2005, 08:35 AM
The website actually came up with an available package for me yesterday, then it just disappeared...gone....poof! No more package for me. :guilty:

MagicKingdom05
01-04-2005, 08:35 AM
Liz,

I feel for you. Can you imagine all the people who are trying to make reservations for Feb and March that can't.

disneybride96
01-04-2005, 08:37 AM
Yes...computers are perfect. I have never had a problem with the computers where I work. :scratchin I am sure Disney must have done this on purpose just to drive all the high season and 9-5ers crazy. I am thankful that I am neither. :earseek:

MagicKingdom05
01-04-2005, 08:44 AM
disneybride96,

Very funny. We all know that computers aren't perfect and will go down once in awhile. However, this has been 2 days in a row now, plus the couple days that they took it offline to put the new information in it. I am just frustrated that something that should only take 1 hour at the maxto do, is now taking atleast 2 days to do an still counting.

addicted_to_WDW
01-04-2005, 08:46 AM
Yes...computers are perfect. I have never had a problem with the computers where I work. :scratchin I am sure Disney must have done this on purpose just to drive all the high season and 9-5ers crazy. I am thankful that I am neither. :earseek:

It's clear that Disney's system is flawed. I've never had this problem with Expedia, Travelocity, Orbitz, or any of the other major reservations systems. What people will do is give up trying to reserve through Disney and reserve in pieces instead...Disney will lose money in the long run for their failure to prepare for this new offer.

Another thing that irritates me (slightly) is that it's one thing to go online and not be able to get a quote. It's another thing to call long distance (c'mon Disney, spring for a toll free line), sit on hold for a long time, and then be told that they can't do anything for you.

my3kids
01-04-2005, 08:46 AM
Of course it wasn't intentional, but a company with Disney's resources could, and should have been prepared for the huge number of requests in the first few days. They chose to keep everything under wraps and go "BIG" on a certain day. They could have had a 'soft' debut of the packages for several weeks to test the system.

Yes...computers are perfect. I have never had a problem with the computers where I work. :scratchin I am sure Disney must have done this on purpose just to drive all the high season and 9-5ers crazy. I am thankful that I am neither. :earseek:

MagicKingdom05
01-04-2005, 08:49 AM
addicted_to_WDW,

I just PM'd you with the 800#. I would have posted it, but I believe that is not allowed.

MagicKingdom05
01-04-2005, 08:50 AM
my3kids,

I bet Disney doesn't do this again

WDWBetsy
01-04-2005, 08:58 AM
While I am equally as frustrated about not being able to get a quote or book, it's not like Disney wanted this to happen, AND I have to put this into perspective.

There are far worse things to be upset about and I'm not going to waste my efforts being mad about this.

One of my co-workers was rear-ended on the way to work this morning. Then after that, a truck in front of her on the highway had ladders fly out of the back onto the road. Several cars hit the ladders (including hers) and now she has extensive damage to the bottom of her car - and a flat tire.

Luckily, no one was hurt (including her 6 month old baby in the back of her car). The guy with the ladders got out, picked up the ladders and took off. What a jerk! She wrote down his license plate though. What a horrible thing to go through in one day!

It's this type of thing that makes me remember that there are far worse things going on this world - like the tsunami disaster and those poor people - and minimizes the importance of me making a reservation for November.

Again, I fully empathize with those feeling the frustration. But this is just my 2 cents.

madalex
01-04-2005, 08:59 AM
Good point about the income tax thing. I usually have them take to much out of my check each month, that way I will get a nice chunk back. It is basically my vacation savings account.

Not to turn this thread into a tax planning seminar, but by withholding too much and then getting a big income tax refund, you are letting the government use your money on an interest free basis. A better idea would be to have less withheld and then invest the extra money in some sort of interest bearing account. That way, you will have even more money available for your vacation!

my3kids
01-04-2005, 09:03 AM
Of course there are far worse things in the world....tsunamis, war, etc....but this is a forum for discussing planning Disney vacations. I can't imagine anyone here thinks Disney's computer failure is in anyway comparable to world troubles or even local traffic wrecks, but it is a source of irritation to vacation planners when Disney made such a big deal about a single date roll out.

On a forum discussing world relief organizations, there would be very little (i.e. none!)sympathy for someone complaining about not being able to book a vacation package. It is all in where the message is being shared.......

disneybride96
01-04-2005, 09:08 AM
While I am equally as frustrated about not being able to get a quote or book, it's not like Disney wanted this to happen, AND I have to put this into perspective.


Please see the rest of Betsy's post above. Betsy-Thank you for putting this more eloquently than I. Sarcasm always get the best of me, but we are thinking along the same lines.
There are worse things that could happen and in the whole sceme of things, this is just a glich. If no one can make reservations, then none of us are getting the short stick. It will work out.

~~~~Hakuna Matata~~~~

WDWBetsy
01-04-2005, 09:09 AM
Of course there are far worse things in the world....tsunamis, war, etc....but this is a forum for discussing planning Disney vacations. I can't imagine anyone here thinks Disney's computer failure is in anyway comparable to world troubles or local traffic wrecks, but it is a source of irritation to vacation planners when Disney made such a big deal about a single date roll out.

I understand that, but I was giving my opinion on why I am not going to get upset over this. I wasn't just talking about a local traffic wreck, but my co-worker's two accidents in one morning. That is something that upsets me.

As someone who has provided computer support, it's sometimes hard for others to understand that unexpected problems often occur when rolling out a new product. I'm sure that Disney is doing the best they can to fix the problem.

Drizzo67
01-04-2005, 09:17 AM
It was finally up and running last night about 8:30 PM and of course I couldn't get through without holding for 30 minutes or more. They picked up all day on the first ring to tell me that the system was down. I just want to pay them for my trip and I can't even do that. princess:

MagicKingdom05
01-04-2005, 09:18 AM
WDWBetsy,

You are right, there are much worse things than the Disney reservation system going down that are going on right now. I hope your co-worker is ok and I am sure they will catch the person who drove off. You would be amazed at some of the driving I see living in the Chicago area.

However I am still ticked off about the system.

WDWBetsy
01-04-2005, 09:28 AM
WDWBetsy,

You are right, there are much worse things than the Disney reservation system going down that are going on right now. I hope your co-worker is ok and I am sure they will catch the person who drove off. You would be amazed at some of the driving I see living in the Chicago area.

However I am still ticked off about the system.
:D
Now if you ask me at 5PM - and I don't have a quote by then - you might get a different response from me. I will probably be really ticked off by that point. But I'm hoping they get whatever is wrong fixed soon. hehe

My co-worker and her baby are fine. I just felt bad when she told me because her face turned red from the frustration! She's one of my closest friends.

Keeping my fingers crossed that the Disney computer glitch gets resolved soon!

Becky2005
01-04-2005, 09:31 AM
Yep! I already have reservations but I wanted to see what the new stuff would cost, etc... since I'm considering changing it around.

I had kind of figured they would be down on Sunday after they went on-line for the masses swarming it BUT here it is Tuesday and they *STILL* can't get their act together? It's not like they didn't know this was coming.

Even in the wee hours, when you can kind of get it to come up, it will still be slow and give you the "we are experiencing heavy volume, etc.." but you can kind of get it to work. (Actually, I can't get it to work properly anyway - if I actually put all my kids in, it won't give me the Contemporary as an option (even though it can hold 5 - it didn't like the baby on there, so removed him, STILL wasn't working, so went down to 2 kids - then it gave me information but only room, no packages can be booked apparently at the Contemporary since it refused to pull that up for me. I did a room only, then tried to add tickets and it kept giving me a warning "You have changed ticket options if you want to continue click OK, otherwise click Cancel" and it just kept looping putting that pop-up box up! :earseek: )

Just a horrible way to roll out something so major!

DVCconvert
01-04-2005, 09:36 AM
Just a horrible way to roll out something so major!



As a stockholder I have to say; You're Not Kidding! :crazy2:

Conkozan
01-04-2005, 11:10 AM
Just a horrible way to roll out something so major!



As a stockholder I have to say; You're Not Kidding! :crazy2:

AMEN!

nygrl
01-04-2005, 11:17 AM
ok i know this is not the end of the world but never the less very frustrating. does anyone have any idea when these problems are going to be resolved?

MagicKingdom05
01-04-2005, 11:24 AM
nygrl,

No idea. I think it is screwing up everything because my AAA rate that I got this morning for the 5 minutes it was up changed by almost $135, from the online quote they pulled up yesterday.

Drizzo67
01-04-2005, 11:25 AM
You can't book through the website right now but you can hold on the phone patiently (407-939-7675) you can make or change your reservations over the phone. I just confirmed my February trip - chaning from Dreamaker to 7-Day MYW tickets and saved $546.76. I got through yesterday AM and made the change but as we made the change the system went down. Got through this AM - held for 15 minutes and made all changes necessary. They were completely apologetic about the last two days. She was not sure when the webstie would be back up. princess:

Sleuth
01-04-2005, 11:38 AM
Yep I talked with someone today on the phone. Only on hold for a minute or two. She confirmed my ressie I made online during the computer problems - I never received an email confirmation - and helped me with other issues. Best bet is to call now and hold patiently and they will be able to help you. Good luck.

Gregg
01-04-2005, 11:42 AM
I called my (any) resort and had them transfer me to reservations. Seems to be a little faster.

DVCconvert
01-04-2005, 12:08 PM
You can't book through the website right now but you can hold on the phone patiently (407-939-7675) you can make or change your reservations over the phone.


However, if you call and try to shop/book a ressie in Jan '06 they tell you they don't show any availability.

cavecricket
01-04-2005, 01:31 PM
im not trying to sound like a jerk but a company as big as disney you would think the disney service and customer support would extend to all branches not only parks and resorts. there is no reason why the site shouldnt be up by now......run the code fix the error

peace love and AKL

PrinceJohn
01-04-2005, 01:39 PM
I suppose timing is everything. I called Monday morning at 8am and re-booked our 3 Poly rooms with the AP discount (259/nite Lagoon View!!!). Apparently, ever since then, the system has been a mess. Our friends want to book a trip at the same time (March 5-12) and have been unable to get in for 2 days. Good luck everyone!!! :earseek:

Selket
01-04-2005, 03:13 PM
I agree that it is frustrating and that someone is probably going pay for having the system go down to this extent when they are rolling out a big new program. I have gotten through sometimes and gotten quotes but wanted to try to change dates and hotels and price things out and I kept getting kicked out. Since I'm still window shopping I'm not even going to try to call.

I wouldn't think most hotels would get sold out though except perhaps during a peak time like July 4th since even with the new pricing we're still paying rack rates for the rooms right?

Sammie
01-04-2005, 05:10 PM
The problem with the Disney computer system is SAP. To anyone in the business world and familar with SAP, you know that it is a cuss word.

It will never get any better unless they ditch SAP. It is worthless and many companies such as Disney bought into and have regretted. But the high management will never admit it was a mistake because it cost a fortune to change over to it. So now many companies are stuck with it.

The biggest problem is it is a German program and does not work well with American currency. I guess an American program was not good enough for them.

eeyore0062
01-04-2005, 07:42 PM
Yes...computers are perfect. I have never had a problem with the computers where I work. :scratchin I am sure Disney must have done this on purpose just to drive all the high season and 9-5ers crazy. I am thankful that I am neither. :earseek:

:badpc:

:laughing: :rotfl: :laughing: :rotfl: :laughing: :rotfl:

johnsonet
01-04-2005, 07:44 PM
Well I finally got through! :cool1: I got the room I wanted and the AP rate. :cheer2: I am thrilled! It was worth the wait! :jumping4: Good luck to everyone else! :flower1:

eeyore0062
01-04-2005, 07:50 PM
Think of it this way.... if you can't get through because the system is down, neither can anyone else.... so those rooms and discounts aren't going anywhere!

disneybride96
01-04-2005, 07:55 PM
:badpc:

:laughing: :rotfl: :laughing: :rotfl: :laughing: :rotfl:

Hey- I'm glad someone understood my warped sense of humor! :bitelip:

sherry8253
01-04-2005, 08:35 PM
i just tried to get a package quote on-line for a Dec '05 trip (nothing like planning the next trip before you leave for this trip). But the booking engines are down again!!!! I was trying to figure out what this new package would cost us but I guess I will have to wait. :rolleyes:

Becky2005
01-04-2005, 09:32 PM
I tried it about 8 pm cst and low & behold it worked. I did get the "we are slow" message but not only did I get it to work, I actually got the Contemporary to work without having to leave one of my older kids home ;)
(I just left the baby off since he's only 1 anyway, so won't affect the price quote).

So, now I have official numbers for the couple different ways I was contemplating changing things around and WOO HOO!! It works to my benefit. :)

erinz
01-04-2005, 10:02 PM
I work as a Customer Service Associate for a Health Plan and I just wanted to get my 2 cents in here.

There are many reasons why computers could be down. All our computers in Oregon and Washington went down a few months ago because down in California a bulldozer accidentally cut through a trunk line. It took 3 days before we were up again.

The other thing is, when the programers (usually 10 states away...and with an unlisted phone number....) enter a new program, our computers crash on and off for days.

The point I want to make is that the CMs, at this point, are more upset about it than you are. I can't tell you how horrible it is to be on the phone for 8 hours just to tell customers that you can't help them, and to try later.

After a day or two, you just get yelled at for most of the day.

Disney should be fixing this and providing the customer service they promise. But the CMs are total victims. I'm sure they are passing around the Valium as we speak! :crazy:

eeyore0062
01-04-2005, 11:26 PM
"But the CMs are total victims. I'm sure they are passing around the Valium as we speak! "

Ain't that the truth... pass the Valium! :earseek:

luvthatduke
01-05-2005, 12:05 AM
Aha! Now I understand...

Today, I was actually able to book our stay in April
at a Value Resort, but every time the extremely
nice & helpful "Glenn" tried to put in the AP code
it wouldn't let him book me.
He then tried for AAA, but again same thing.
He was on the phone w/me for a looooongggg time,
even going back & forth with someone higher up
(not at my request, he suggested it!).
I won't mind the phone bill because he was so nice,
however, now I have to call back as often as I can
to see if the vicious new program will allow another CM
to give me a discount!

I didn't realize there even was a new program until
just now when I logged on the boards.
Thank God for the DIS!

MagicKingdom05
01-05-2005, 03:49 AM
I sent you your PM this morning. I hope it helps.

my3kids
01-05-2005, 01:02 PM
EERRGGGG! Now it is Delta that is over stressed. I think it is worse than Disney was!

luvthatduke
01-05-2005, 01:36 PM
PM'd you back, MagicKingdom05 - thanks!

disneyjoe2005
01-05-2005, 03:34 PM
I suppose timing is everything. I called Monday morning at 8am and re-booked our 3 Poly rooms with the AP discount (259/nite Lagoon View!!!). Apparently, ever since then, the system has been a mess. Our friends want to book a trip at the same time (March 5-12) and have been unable to get in for 2 days. Good luck everyone!!! :earseek:

Hi Prince John,

I know this is a little off topic but I am headed down to WDW in April for a conference and have the option of staying at coronado springs. Was wondering your impressions of it. Wife and 2 kids (9&14) will be there with me for 5 days.

Thanks

DisneyJoe

bytheblood
01-05-2005, 04:14 PM
Hi,

Ok I have been a trooper and supportive of the new system and all, but it only seems to work, when no one wants to use it like between the hours of 10-11 pm and right before they open. At my place of work, the summer is the big time for people to take off especially around holidays and those times fill up fast. Without knowing when I am going, it makes it hard to take that time off. I don't want to put it in to find out later that Disney is filled up for that time.

I am about to say the heck with Disney all together. All you get from them is that the system is currently down please try back later, which is the same think they have been saying since Sunday. At some point people are going to say lets go elsewhere this year.

You may be surprised, but this happens to a lot of companies when they do upgrades to their systems. The company I recently left was down for three days because of an upgrade. We had huge customers like Chevron, Bristol-Myers, Cisco, Johnson & Johnson, among many other hospitals and pharmaceutical companies.

A lot of companies do not implement enough time in testing. Also, a larger amount of the problems come from the difference in beta (testing) and live. Things may run smoothly in the beta version, but sometimes going live is a whole new story.

bytheblood
01-05-2005, 04:16 PM
Hi Prince John,

I know this is a little off topic but I am headed down to WDW in April for a conference and have the option of staying at coronado springs. Was wondering your impressions of it. Wife and 2 kids (9&14) will be there with me for 5 days.

Thanks

DisneyJoe

You may want to create a whole new thread to ask your question. Also, there is a thread on this board dedicated to CSR.

bytheblood
01-05-2005, 04:17 PM
However, if you call and try to shop/book a ressie in Jan '06 they tell you they don't show any availability.

WOW!! They should be able to do room only, just not a package. Sounds like the system is way messed up!!

bytheblood
01-05-2005, 04:19 PM
While I am equally as frustrated about not being able to get a quote or book, it's not like Disney wanted this to happen, AND I have to put this into perspective.

There are far worse things to be upset about and I'm not going to waste my efforts being mad about this.

One of my co-workers was rear-ended on the way to work this morning. Then after that, a truck in front of her on the highway had ladders fly out of the back onto the road. Several cars hit the ladders (including hers) and now she has extensive damage to the bottom of her car - and a flat tire.

Luckily, no one was hurt (including her 6 month old baby in the back of her car). The guy with the ladders got out, picked up the ladders and took off. What a jerk! She wrote down his license plate though. What a horrible thing to go through in one day!

It's this type of thing that makes me remember that there are far worse things going on this world - like the tsunami disaster and those poor people - and minimizes the importance of me making a reservation for November.

Again, I fully empathize with those feeling the frustration. But this is just my 2 cents.

Very well said!! :flower1:

bytheblood
01-05-2005, 04:22 PM
"But the CMs are total victims.

You are right, they are. Every person who has to wait or who has been angry on this board, has more than likely been angry when the CM answered. It is not the CMs fault. Believe me, this is just as annoying to them as it is to all of us.

Sleuth
01-05-2005, 04:30 PM
True, it is not the CM's fault. BUT today when I called about my reservation I was on hold for 20 minutes. Okay, fine, no biggie. The CM was completely clueless. Okay, fine, no biggie. I wanted to split my 6 night stay between two resorts. She gave me a quote of over $1,000 for the first three nights! I told her the entire stay (6 nights at POR plus 7 days of MYW tickets) had been quoted at $1,400 and I already had the reservation!

By this point I was a little irritated. BUT then she put me on hold for over 15 mins. 15 mins! My phone gives me the time I'm holding so I'm not exagerating. Anyway, she came back on and said it wasn't possible. Fine. I also had another thing for her to do- to drop my 7 day MYW tickets to 6 days since we wouldn't use the 7th day. She then proceeded to put me on hold for an additional 20 mins! I am not kidding folks. And when I first called she verified their system was up and running. No appology for holding, no nothing.

After she picked up the last time, I finally complained, but nicely. No appology. Their service has gone way way down from what I am used to. All I was looking for was an appology for holding, etc. Over an hour out of my day wasted and she couldn't even appologize. Disney needs to do something and something fast about this entire problem.

Sleuth
01-05-2005, 04:34 PM
Oh, forgot to add I questioned her about the Dining add on since Disney's site is less than knowledgeable about it.

She told me she THOUGHT it was $34.99 per adult per day. I asked her for a total for my 6 days... And she told me I'M NOT SURE. Not kidding! I sat here on the phone with her and used my calculator to total the price. I asked her if that was right and she said it "sounded right." No help at all. Let's just say I didn't purchase the add on.

The whole phone call was a nightmare.

232271
01-05-2005, 04:58 PM
sorry to hear you have been getting "clueless" CM's.

I believe your wait times, I was on the phone for 57 minutes yesterday as well, while the CM tried to figure out why my daughter who is 11, is listed as
being 7 on the Magical Gatherings cruise. She and her supervisor couldnt figure it out, so they charged me the child rate for her instead of an adult rate. The birthdate they had was right, the computer just had it calculated wrong.

The CM was very very polite and apolgetic and she even offered to call me back so I wouldnt spend anymore money on the phone call.

I too do not understand why they implement a new computer program and then none of the CM's can work it w/o help! in this case even the supervisor couldnt help!!

dvcmomdeh
01-05-2005, 05:05 PM
It's not much better booking ressies on the phone. I was on hold for 54 minutes today to confirm one reservation and then tried to book another. While waiting for the computer the cast member lost me. I had given her my number incase we got disconnected. I waited 12 minutes for her to call. I then called back to make my second reservation for another 35 minutes. I think the need have more cast members on the phones during peak times.

All said and done I have ressies for March and July.

n2mm
01-05-2005, 06:35 PM
I called on Tuesday and was told that their system was down -- waited about 10 minutes.

Called today (Wednesday) and was on hold about 10 minutes again (11:00 AM). I felt for the poor CM and was very patient with her. I only needed to add a day to my existing reservation. Normally I would have waited, but I needed to do this in order to get a great airfare on Independence. Once the CM put in my one day, it took the computer about 20 minutes to come back and say if the resort was available. She put me on music hold, then kept coming back and said, she's still waiting. Once it said it was available I booked it. But everything was so slow--putting in my info and my credit card info. She said the system needs some work, but they don't know what problems are there until they have them (the whole process took about 30 minutes). Fortunately since hubby is a CM, we have a special CM number to call. She asked if she could help me with anything else, and though I needed to change some other ressies, I told her not today and I would call back when things were better. I wished her well and she sounded so frustrated and worn out...my heart goes out to these guys on the front line, they are so frustrated with the new system, having to not only learn so much new information, plus new software, and know that everytime they answer a phone, there's probably a very frustrated guest on the other line. Hope it gets better soon.

thymed
01-05-2005, 06:44 PM
I was on hold waiting for a CM for maybe 10 -12 minutes. Then it was a fairly quick booking, she had to wait while it searched for my AP discount but luckily it came through. Don't give up, keep trying and remember they can't help what the machines are doing and I imagine they have handled a ton of calls today.