Where to send a formal complaint? - Page 2 - The DIS Discussion Forums

kcashner · 01-14-2013, 12:22 AM

Quote:

Originally Posted by sayhello

It's not going to help the OP now, but I have always heard that the best way to lodge a complaint to DCL is to put it on the Guest comment card before you leave the ship.

Sayhello

We've actually gotten a more personal response by writing a letter after the fact. The comment card is something they get from 90% of cruisers, and there is very little space on it for comments. It is far less common for a guest to take the time and effort to send a letter after the cruise.

NurseDave · 01-14-2013, 12:48 AM

Quote:

Originally Posted by sgoney

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

I do as well. I told them the first night and they substituted without my asking for the rest of the cruise.

hawaiian mickey · 01-14-2013, 01:19 AM

Quote:

Originally Posted by kcashner

We've actually gotten a more personal response by writing a letter after the fact. The comment card is something they get from 90% of cruisers, and there is very little space on it for comments. It is far less common for a guest to take the time and effort to send a letter after the cruise.

aloha,
I just ask GS for a letter size paper. I had such a great experience, I did not want to miss anyone and their great deeds they did throughout the cruise. I know the comment card has very little space for writing any good/bad comments.
I just attached it to the comment card and handed it of to GS.
I got a personal letter from DCL thanking me for my comments.
aloha,
hawaiian mickey

Dizzyworld · 01-14-2013, 01:24 AM

Quote:

Originally Posted by sgoney

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

I have the same allergy. I have never had a problem on any of the ships or in Remy.

time for travel · 01-17-2013, 01:25 PM

My daughter is 7 and has allergies to many foods....and while this was our 3rd Disney cruise.....they were very careful about all foods...and fixed special meals for her

....and once Luis saw me start to give my daughter some of a roll and he ran over and said...no, we can't be sure about it!!! So, for us.....they were great! They seemed to have it in our file that she has allergies, because when we booked the last cruise...they knew all about it!

ladyandthetramp2 · 01-17-2013, 01:58 PM

Hi
I also had a very bad experience with guest services on the Wonder. I filled out my comment card and they called me at home 2 days after the cruise. I also sent an email to:dcl.guest.communications@disneycruise.com
and got a response back the next day.
Good Luck!

sarahandgreg · 01-17-2013, 07:49 PM

I have to agree with the OP. Mum and I went on the 3 day bahama cruise. Mum is in a chair and on oxygen - DCL were AMAZING with this. However they were NOT amazing with the allergy issue - mum is ceoliac.
After checking and rechecking with waiters we eventually got it right but the advice was flaky at best.
Another girl on the boat had nut allergies - i heard her actually saying to the waiter " please, can you re check this as my allergy is serious and I think you are mistaken on the ingrediants of this dish" To which the waiter tried to brush her aside.
Dont get me wrong, I dont think they mean to be like it but with some of the different nationalities on the boat( esp dining room staff) it can be difficult to make your point clear.
Just my experience of DCL - on everything else they are first class - in my opinion

disneyfan'08 · 01-17-2013, 08:30 PM

Can you please share your experiences with me? If you don't want to share it publicly, can you PM me? I'm sailing on the Fantasy in March and I'm kind of worried about how they're going to handle our allergies. I have Celiac Disease with extreme sensitivity to gluten and cross contamination, my mom has Celiac Disease and a soy allergy, and my brother has a peanut allergy.

DVCisME · 01-17-2013, 08:51 PM

I have Celiac also and would like to know, if you could please post. We are cruising for a special occassion and this is our first cruise. I would hate to be terribly ill the whole time

chimpwars · 01-17-2013, 09:03 PM

I suspect for gluten free you will be fine!! They kept giving her gluten free food (which is not her issue). I know there is gluten free rolls, many different pastas too, and I think GF free pancakes.
We got a call from DCL before I even contacted them

I can not say any more it's between DCL and us for now, sorry

But thanks for everyone's help!!

DVCisME · 01-17-2013, 09:08 PM

Quote:

Originally Posted by chimpwars

I suspect for gluten free you will be fine!! They kept giving her gluten free food (which is not her issue). I know there is gluten free rolls, many different pastas too, and I think GF free pancakes.
We got a call from DCL before I even contacted them

I can not say any more it's between DCL and us for now, sorry

But thanks for everyone's help!!

Thank you and sorry you didn't have a magical time.

Tinksfriend2006 · 01-17-2013, 09:28 PM

I just recently sailed on Dcl and I too have a food allergy. Our servers were very concerned and let me know everything on the table which contained my allergy. I felt very comfortable eating knowing they were on top of it.

On the other hand, I have a complaint of unruly children. They have deck 5 to run around and be loud and crazy. The rest of the ship is for everyone! Guests should not have their cruise "ruined" because parents can't control their children during shows, dinner, and stop them from running up and down the hallways at times of night. And, why are children allowed in the 'adult only' areas?

Anyone else notice these problems?

PrincessShmoo · 01-17-2013, 09:32 PM

Quote:

Originally Posted by Tinksfriend2006

I just recently sailed on Dcl and I too have a food allergy. Our servers were very concerned and let me know everything on the table which contained my allergy. I felt very comfortable eating knowing they were on top of it.

On the other hand, I have a complaint of unruly children. They have deck 5 to run around and be loud and crazy. The rest of the ship is for everyone! Guests should not have their cruise "ruined" because parents can't control their children during shows, dinner, and stop them from running up and down the hallways at times of night. And, why are children allowed in the 'adult only' areas?

Anyone else notice these problems?

If there are kids in the adult only areas, a word to the closest CM will do. I understand that kids in the adult pool area on the Dream is a big problem, mostly due to the layout of the elevators and the area surrounding the pool. I agree about controlling the kids in the shows, it bothers me that those parents don't seem to think it'll impact others when their "darling" wants to run up an down the aisles, or bounce up and down on the seats in front of others.

Tinksfriend2006 · 01-17-2013, 09:41 PM

Yes, the shows are in a theatre and should be treated with respect to the cast and audience! If children cannot be controlled, then they should watch the show on the tv in their staterooms.

anniemck · 01-17-2013, 10:05 PM

Quote:

Originally Posted by chimpwars

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.

01-17-2013, 01:25 PM	#20
time for travel Earning My Ears Join Date: Nov 2012 Posts: 35	Allergies My daughter is 7 and has allergies to many foods....and while this was our 3rd Disney cruise.....they were very careful about all foods...and fixed special meals for her....and once Luis saw me start to give my daughter some of a roll and he ran over and said...no, we can't be sure about it!!! So, for us.....they were great! They seemed to have it in our file that she has allergies, because when we booked the last cruise...they knew all about it! Last edited by time for travel; 01-17-2013 at 01:26 PM. Reason: We were just on the Disney Magic January 4th sailing

01-17-2013, 08:30 PM	#23
disneyfan'08 Earning My Ears Join Date: Dec 2008 Posts: 63	Can you please share your experiences with me? If you don't want to share it publicly, can you PM me? I'm sailing on the Fantasy in March and I'm kind of worried about how they're going to handle our allergies. I have Celiac Disease with extreme sensitivity to gluten and cross contamination, my mom has Celiac Disease and a soy allergy, and my brother has a peanut allergy. __________________

01-17-2013, 09:03 PM	#25
chimpwars Earning My Ears Join Date: Oct 2011 Posts: 45	I suspect for gluten free you will be fine!! They kept giving her gluten free food (which is not her issue). I know there is gluten free rolls, many different pastas too, and I think GF free pancakes. We got a call from DCL before I even contacted them I can not say any more it's between DCL and us for now, sorry But thanks for everyone's help!! __________________ First cruise ever!! Jan 4th Disney Magic

Thread Tools
Show Printable Version Email this Page
Display Modes	Rate This Thread
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode	Rate This Thread:

\|
The DIS Register to remove Join Date: 1997 Location: Orlando, FL Posts: 1,000,000

01-17-2013, 01:58 PM	#21
ladyandthetramp2 Mouseketeer Join Date: Feb 2008 Location: BOSTON Posts: 128	Hi I also had a very bad experience with guest services on the Wonder. I filled out my comment card and they called me at home 2 days after the cruise. I also sent an email to:dcl.guest.communications@disneycruise.com and got a response back the next day. Good Luck!

01-17-2013, 07:49 PM	#22
sarahandgreg Earning My Ears Join Date: Jan 2011 Posts: 47	I have to agree with the OP. Mum and I went on the 3 day bahama cruise. Mum is in a chair and on oxygen - DCL were AMAZING with this. However they were NOT amazing with the allergy issue - mum is ceoliac. After checking and rechecking with waiters we eventually got it right but the advice was flaky at best. Another girl on the boat had nut allergies - i heard her actually saying to the waiter " please, can you re check this as my allergy is serious and I think you are mistaken on the ingrediants of this dish" To which the waiter tried to brush her aside. Dont get me wrong, I dont think they mean to be like it but with some of the different nationalities on the boat( esp dining room staff) it can be difficult to make your point clear. Just my experience of DCL - on everything else they are first class - in my opinion

01-17-2013, 08:51 PM	#24
DVCisME DIS Veteran Join Date: Jul 2006 Location: New Jersey Posts: 829	I have Celiac also and would like to know, if you could please post. We are cruising for a special occassion and this is our first cruise. I would hate to be terribly ill the whole time

01-17-2013, 09:28 PM	#27
Tinksfriend2006 Earning My Ears Join Date: Sep 2008 Posts: 15	I just recently sailed on Dcl and I too have a food allergy. Our servers were very concerned and let me know everything on the table which contained my allergy. I felt very comfortable eating knowing they were on top of it. On the other hand, I have a complaint of unruly children. They have deck 5 to run around and be loud and crazy. The rest of the ship is for everyone! Guests should not have their cruise "ruined" because parents can't control their children during shows, dinner, and stop them from running up and down the hallways at times of night. And, why are children allowed in the 'adult only' areas? Anyone else notice these problems?

01-17-2013, 09:41 PM	#29
Tinksfriend2006 Earning My Ears Join Date: Sep 2008 Posts: 15	Yes, the shows are in a theatre and should be treated with respect to the cast and audience! If children cannot be controlled, then they should watch the show on the tv in their staterooms.