So frustrated with Disney Cruise Line Customer Service, UK :( - The DIS Discussion Forums

Azza1987 · 10-23-2012, 04:17 AM

Hello All,

So I booked our 8 nght stay at SSR online myself, then a few weeks later I called the 0800 number to add on the 3 night Bahama's Cruise on the 9th of May.

I ended up booking a category 6B room, and they gave me 7188.

Now yesterday I thought I'd see how much it would cost to upgrade our room to something on Deck 9 or 10 (preferably 10) so we could have better views of the sea (Obviosuly I was happy to pay the increase!).

Now I called the 0800 number again, and they told me I needed to speak to the cruise line directly they couldn't swap my room. They put me through (this was already after spending 15 minutes on hold!) and I spoke to a nice lady, who explained my options, and we settled on a room on Deck 9 at the back of the ship, Category 5E i think it was, which was a £25 increase. I was happy to pay this.

Then she advised I needed to pay another £149 there and then, and then the balance is due 23rd Februrary. Now as I booked this through WDW, all my booking details are on one booking invoice for both the WDW on site stay, the cruise and all our transfers. I've paid a £300 deposit directly already, with the balance due 31st January which is fine. So I queried this with her, and she then put me on hold for another 20 minutes, and came back to me and said she couldn't upgrade it because I booked with WDW travel I needed to speak to them! So she put me back through to the 0800 number, and I spoke to another lady and re explained everything and she advised me I needed to email them to make any changes and provided the email address for me.

Now firstly Im annoyed that no one told me this before I spent nearly an hour and half on the phone, and then secondly my room has been changed on my online reeservation from 7188 to 6184!! Which I did not authorise/request or agree to at any point!

I sent the email yesterday but still have yet to receive a response, I'm going to allow 48 hours but has anyone else had this happen? Is there anything else I can do? Im very concerned that Im being fed different information by different CM's all the time, then my Cruise room is being changed without my authority

Are they usually quick to reply? I just feel liek Im going round in Circles, and certainly not experiencing any Disney Magic here!

Chilly · 10-23-2012, 06:20 AM

Sorry you've had a bad time. I can't really help except to say I think they can change your room number but i'm not 100% sure. Hope you get it sorted out.

mmouse37 · 10-23-2012, 06:29 AM

I always seem to read people have trouble booking from the UK.

So you booked your WDW through WDW travel and wanted to add the cruise portion to your WDW trip through WDW travel as well?

In the future just book it directly with DCL. I never see any advantage to booking either WDW nights with the cruise line or the cruise through WDW travel.

As far as room numbers changing you original cabin number could have been put back into inventory and possibly taken by someone else when you were upgrading. It may not have been available to get back after they told yo, you had to talk to WDW travel. Also, DCL can change your cabin at any time. It is rare but does happen.

If your original cruise booking was with WDW Travel then they are your travel agent and DCL won't talk to you about changing your reservation. DCL does not allow changes to someone's reservation with them directly if they booked through a travel agency.

MJ

Azza1987 · 10-23-2012, 06:40 AM

Hi!

Yes I booked with WDW Travel company, seems like the actually just dont care now, when I want to add the cruise they were so helpful to take extra money off me, and now they don't want to know.

I just feel like cancelling the cruise element completely, and just spending longer at WDW! Seems so much hassle! Hopefully I'll get a reply within the next 24 hours, they'll have had 48 hours then. If not I'll have to raise a complaint, Just seems like so much fuss for nothng! xxx

GatorMomInNC · 10-23-2012, 07:54 AM

Why don't you cancel and rebook through DCL directly, or a local UK travel agent? Assuming price hasn't jumped up too much.

Scillycruisers · 10-23-2012, 08:12 AM

We booked our last cruise through Dreams Unlimited, they were happy to book the WDW part of our stay as well but for some reason it was much cheaper to book this through the UK Disney site even though DU use the same price as the Disney US site! We also booked our resort to port transfers through DU and our park tickets. they were very helpful and got back to us straight away whenever we queried anything. Everything went smoothly so have booked our 2013 cruise through them as well. It means we have to pay in $, but with a CC this is no problem.

bats · 10-23-2012, 08:35 AM

Quote:

Originally Posted by GatorMomInNC

Why don't you cancel and rebook through DCL directly, or a local UK travel agent? Assuming price hasn't jumped up too much.

Don't touch UK travel agents for DCL!!!

It's a very exclusive cruise line and as such, not many UK agents can deal with it .. those who do are normally more expensive than booking direct (or through a US TA) and the cancellation/amendment policies are rubbish!!

Azza1987 · 10-23-2012, 09:08 AM

If I Amend my booking they'll charge me £50 but tO be honest I'd rather pay £50 and just not go on the cruise! I'm already stressed about it and it's 6 months away! It's just seems so much hassle

I've received a response from guest services to say they are looking in to it and will get back to me later today. So I'll see what they have to say but it's take 4 phone calls and 3 emails and my rooms been changed to one I don't want!! I know I probably sound like a moaning Minnie but it hasn't put any faith in my upcoming holiday customer service levels!

Azza1987 · 10-23-2012, 02:39 PM

So I finally received a response, thankfully from a very competent lady who apologised profusly for the bad service and communication.

She explained everything, and we sorted out the room on the telephone! I am now in 8684, all very clearly sorted which is all I wanted to do in the first place.

Thank goodness that it is sorted, and fingers crossed I dont have to change my booking again. Now just to hope its all sorted when we arrive!

In future I will take your advice and book DCL directly and jsut pay in $$$'s!

mmouse37 · 10-23-2012, 03:42 PM

Quote:

Originally Posted by Azza1987

So I finally received a response, thankfully from a very competent lady who apologised profusly for the bad service and communication.

She explained everything, and we sorted out the room on the telephone! I am now in 8684, all very clearly sorted which is all I wanted to do in the first place.

Thank goodness that it is sorted, and fingers crossed I dont have to change my booking again. Now just to hope its all sorted when we arrive!

In future I will take your advice and book DCL directly and jsut pay in $$$'s!

Glad it worked out!!!

MJ

10-23-2012, 04:17 AM	#1
Azza1987 Mouseketeer Join Date: Sep 2012 Posts: 116	So frustrated with Disney Cruise Line Customer Service, UK :( Hello All, So I booked our 8 nght stay at SSR online myself, then a few weeks later I called the 0800 number to add on the 3 night Bahama's Cruise on the 9th of May. I ended up booking a category 6B room, and they gave me 7188. Now yesterday I thought I'd see how much it would cost to upgrade our room to something on Deck 9 or 10 (preferably 10) so we could have better views of the sea (Obviosuly I was happy to pay the increase!). Now I called the 0800 number again, and they told me I needed to speak to the cruise line directly they couldn't swap my room. They put me through (this was already after spending 15 minutes on hold!) and I spoke to a nice lady, who explained my options, and we settled on a room on Deck 9 at the back of the ship, Category 5E i think it was, which was a £25 increase. I was happy to pay this. Then she advised I needed to pay another £149 there and then, and then the balance is due 23rd Februrary. Now as I booked this through WDW, all my booking details are on one booking invoice for both the WDW on site stay, the cruise and all our transfers. I've paid a £300 deposit directly already, with the balance due 31st January which is fine. So I queried this with her, and she then put me on hold for another 20 minutes, and came back to me and said she couldn't upgrade it because I booked with WDW travel I needed to speak to them! So she put me back through to the 0800 number, and I spoke to another lady and re explained everything and she advised me I needed to email them to make any changes and provided the email address for me. Now firstly Im annoyed that no one told me this before I spent nearly an hour and half on the phone, and then secondly my room has been changed on my online reeservation from 7188 to 6184!! Which I did not authorise/request or agree to at any point! I sent the email yesterday but still have yet to receive a response, I'm going to allow 48 hours but has anyone else had this happen? Is there anything else I can do? Im very concerned that Im being fed different information by different CM's all the time, then my Cruise room is being changed without my authority Are they usually quick to reply? I just feel liek Im going round in Circles, and certainly not experiencing any Disney Magic here!

10-23-2012, 06:20 AM	#2
Chilly I was having a bit of a blonde moment D'oh! Married my prince at WDW Join Date: Apr 2006 Location: Essex, England Posts: 12,623	Sorry you've had a bad time. I can't really help except to say I think they can change your room number but i'm not 100% sure. Hope you get it sorted out. __________________ Claire 2012 May Alternative West Coast & DCL Alaska 2011 Mar/Apr Disneyland via a road trip 2010 Sept/Oct WDW POFQ 2009 Dec/2010 Jan DFTW WDW GF, Poly & AKL + DCL Wonder 2008 Jul Engaged DLRP Santa Fe 2007 Sept WDW Pop 2006 Sept WDW Offsite 2005 May Disneyland Offsite

10-23-2012, 06:29 AM	#3
mmouse37 Mickey for Me! Likes surprises Join Date: Jun 2001 Location: Too far from the Magic!! Posts: 24,927	I always seem to read people have trouble booking from the UK. So you booked your WDW through WDW travel and wanted to add the cruise portion to your WDW trip through WDW travel as well? In the future just book it directly with DCL. I never see any advantage to booking either WDW nights with the cruise line or the cruise through WDW travel. As far as room numbers changing you original cabin number could have been put back into inventory and possibly taken by someone else when you were upgrading. It may not have been available to get back after they told yo, you had to talk to WDW travel. Also, DCL can change your cabin at any time. It is rare but does happen. If your original cruise booking was with WDW Travel then they are your travel agent and DCL won't talk to you about changing your reservation. DCL does not allow changes to someone's reservation with them directly if they booked through a travel agency. MJ __________________ *Co-Moderator of the Cruise Board - 29 DCL Cruises and Counting!* - Sailed on the official Maiden Voyage of the Magic (July 30, 1998) and official Maiden Voyage of the Dream (January 26, 2011)“DON'T BE SAD IT'S OVER, BE HAPPY IT HAPPENED!!

10-23-2012, 08:12 AM	#6
Scillycruisers Mouseketeer Join Date: Jan 2011 Location: Isles of Scilly, Cornwall UK Posts: 209	We booked our last cruise through Dreams Unlimited, they were happy to book the WDW part of our stay as well but for some reason it was much cheaper to book this through the UK Disney site even though DU use the same price as the Disney US site! We also booked our resort to port transfers through DU and our park tickets. they were very helpful and got back to us straight away whenever we queried anything. Everything went smoothly so have booked our 2013 cruise through them as well. It means we have to pay in $, but with a CC this is no problem. __________________

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10-23-2012, 06:40 AM	#4
Azza1987 Mouseketeer Join Date: Sep 2012 Posts: 116	Hi! Yes I booked with WDW Travel company, seems like the actually just dont care now, when I want to add the cruise they were so helpful to take extra money off me, and now they don't want to know. I just feel like cancelling the cruise element completely, and just spending longer at WDW! Seems so much hassle! Hopefully I'll get a reply within the next 24 hours, they'll have had 48 hours then. If not I'll have to raise a complaint, Just seems like so much fuss for nothng! xxx

10-23-2012, 07:54 AM	#5
GatorMomInNC DIS Veteran Join Date: Apr 2011 Location: North Carolina Posts: 757	Why don't you cancel and rebook through DCL directly, or a local UK travel agent? Assuming price hasn't jumped up too much.

10-23-2012, 09:08 AM	#8
Azza1987 Mouseketeer Join Date: Sep 2012 Posts: 116	If I Amend my booking they'll charge me £50 but tO be honest I'd rather pay £50 and just not go on the cruise! I'm already stressed about it and it's 6 months away! It's just seems so much hassle I've received a response from guest services to say they are looking in to it and will get back to me later today. So I'll see what they have to say but it's take 4 phone calls and 3 emails and my rooms been changed to one I don't want!! I know I probably sound like a moaning Minnie but it hasn't put any faith in my upcoming holiday customer service levels!

10-23-2012, 02:39 PM	#9
Azza1987 Mouseketeer Join Date: Sep 2012 Posts: 116	So I finally received a response, thankfully from a very competent lady who apologised profusly for the bad service and communication. She explained everything, and we sorted out the room on the telephone! I am now in 8684, all very clearly sorted which is all I wanted to do in the first place. Thank goodness that it is sorted, and fingers crossed I dont have to change my booking again. Now just to hope its all sorted when we arrive! In future I will take your advice and book DCL directly and jsut pay in $$$'s!