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Old 01-13-2013, 07:16 PM   #1
chimpwars
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Where to send a formal complaint?

Not sure where to post this, but where should we send a formal complaint? (we were on the Magic). Things did not go well at all regarding dd's allergies.
We even went to guest services multiple times and no one even called us regarding the problems and concerns!! Just very disappointed
WDW was so much better!!! we did use a TA do I contact her? or DCL?
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Old 01-13-2013, 07:35 PM   #2
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Originally Posted by chimpwars View Post
Not sure where to post this, but where should we send a formal complaint? (we were on the Magic). Things did not go well at all regarding dd's allergies.
We even went to guest services multiple times and no one even called us regarding the problems and concerns!! Just very disappointed
WDW was so much better!!! we did use a TA do I contact her? or DCL?
Can you tell us what happened so we can discuss it on this thread?

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Old 01-13-2013, 07:44 PM   #3
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Why do we need to discuss it? OP had a bad experience and wishes to make a formal complaint to DCL about it. It's between them and DCL. These types of threads, unfortunately, often spiral out of control if there is any discussion.
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Old 01-13-2013, 07:48 PM   #4
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Originally Posted by DynamicDisneyDuo View Post
Why do we need to discuss it? OP had a bad experience and wishes to make a formal complaint to DCL about it. It's between them and DCL. These types of threads, unfortunately, often spiral out of control if there is any discussion.
.....agreed......
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Old 01-13-2013, 07:52 PM   #5
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not sure of the address but if you call DCL Res they will give it to you. If you had made arrangements via the Speical Needs Department prior to the cruise regarding this situation make sure you have copies to include with your complaint.
Good Luck!
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Old 01-13-2013, 07:53 PM   #6
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Originally Posted by DynamicDisneyDuo View Post
Why do we need to discuss it? OP had a bad experience and wishes to make a formal complaint to DCL about it. It's between them and DCL. These types of threads, unfortunately, often spiral out of control if there is any discussion.
I thought it would be interesting to discuss, that's all. Actually any thread has the potential to spiral out of control. Did you see the flu thread recently? That got a bit whacked out towards the end, IMHO.

Mike

To answer OP, I would call your TA.
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Old 01-13-2013, 07:56 PM   #7
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Originally Posted by DynamicDisneyDuo View Post
Why do we need to discuss it? OP had a bad experience and wishes to make a formal complaint to DCL about it. It's between them and DCL. These types of threads, unfortunately, often spiral out of control if there is any discussion.
I agree. If the OP wants us to know, theyll tell us. Past that, its above my pay grade.
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Old 01-13-2013, 07:58 PM   #8
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We contacted our TA about several issues we had on a cruise (non-Disney.) She has since refused to book with that cruise line and warned several other TA's to boycott them as well.
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Old 01-13-2013, 08:01 PM   #9
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not to get this thread off the rails......BUT. We have sailed with DCL for years and my daughter (Jenny now 25) is severely disabled and I have to say that DCL has always gone above and beyond our expectations on Jen behalf.
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Old 01-13-2013, 08:06 PM   #10
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We contacted our TA about several issues we had on a cruise (non-Disney.) She has since refused to book with that cruise line and warned several other TA's to boycott them as well.
Which cruise line?
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Old 01-13-2013, 08:24 PM   #11
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Quote:
Originally Posted by DynamicDisneyDuo View Post
Why do we need to discuss it? OP had a bad experience and wishes to make a formal complaint to DCL about it. It's between them and DCL. These types of threads, unfortunately, often spiral out of control if there is any discussion.
Because this is a discussion board and the problems they had might help someone else avoid the same issues. Isn't that the purpose of a discussion board?
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Old 01-13-2013, 07:54 PM   #12
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Quote:
Originally Posted by chimpwars View Post
Not sure where to post this, but where should we send a formal complaint? (we were on the Magic). Things did not go well at all regarding dd's allergies.
We even went to guest services multiple times and no one even called us regarding the problems and concerns!! Just very disappointed
WDW was so much better!!! we did use a TA do I contact her? or DCL?
This is the contact page on DCLs website:

https://disneycruise.disney.go.com/contact-us/

The snail mail address would be
210 Celebration Place
Kissimmee, FL 34747
United States

Phone: 407-566-3500

Id prob just email call or send (or all of the above to cover the bases) them a letter outlining the issue(s) that you had rather then use a ta.
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Old 01-17-2013, 09:05 PM   #13
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Originally Posted by chimpwars View Post
Not sure where to post this, but where should we send a formal complaint? (we were on the Magic). Things did not go well at all regarding dd's allergies.
We even went to guest services multiple times and no one even called us regarding the problems and concerns!! Just very disappointed
WDW was so much better!!! we did use a TA do I contact her? or DCL?
Yes you would contact the TA, as she is responsible for your booking, and by DCL paying her commission she is the one that is the contact.
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Old 01-20-2013, 06:38 AM   #14
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Before we left I got a call from disney special services - this was more to do with the fact that mum was bringing oxygen onto the ship but they were very helpful regarding the diet. We were told to alert the head server or dining room member/assistant in the restaurants as we went in so they could accomodate us.
First day of boarding we went to enchanted garden for lunch - its a buffet so we thought it would be easy as mum pretty much can pick her way through most items from years of having this condition. We were concerned though about some fish in a sauce so we asked one of the staff to help - he looked at us like we were alien - no idea at all about the coeliac allergy. He did however ask another colleague who went off to find out. 20 mins later he came back with "no" we could not eat that item - by then we had given up and chosen something else.
Another example was my mum was given a sauce for her chicken one night that had possibly had flour in it - luckily enough she only had the bare minimum before the head server whisked it off - she was not sick so no damage done.
in Cabanas its particularly bad - a lot of servers from different nationalities - lovely people but language barriers so they dont always get what you are asking - usually long delays whilst they run off to find out etc.
On a positive note the food they offer for gluten free is lovely - they do make a massive effort to make plain chicken flavorful and mum ate like a horse - in conclusion the food they offer for coeliac is great - but the whole experience of making sure you get it right needs a bit of attention esp in cabanas and the buffet lunch options. hope this helps.
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Old 02-04-2013, 04:37 AM   #15
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Quote:
Originally Posted by sgoney View Post
I'd like to know the outcome. This is concerning bc my husband has a shellfish allergy and I know that shrimp is served frequently
Quote:
Originally Posted by DynamicDisneyDuo View Post
My DW also has a shellfish allergy and we've never had any problems. Just make sure you let them know about it. Any company is going to have hiccups from time to time, and hopefully OP will get the resolution they are seeking from DCL.
Quote:
Originally Posted by NurseDave View Post
I do as well. I told them the first night and they substituted without my asking for the rest of the cruise.
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Originally Posted by Dizzyworld View Post
I have the same allergy. I have never had a problem on any of the ships or in Remy.
I am in the same boat as all of the above however im unable to eat all seafood. It can make things quite interesting but I just let everyone know and all was good If your unhappy i would contact DCL and just let them know that it wasnt a good experience for you.
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