Ridiculous phone reservation wait time? - The DIS Discussion Forums

Fantasmic303 · 01-09-2013, 08:43 PM

Is there an issue with the WDW reservations line? I need to cancel a reservation (we made other arrangements and need to cancel our just-in-case night at POR) and I'm getting really annoyed. I tried calling from work earlier today and hung up after 20 minutes being on hold and not speaking to a human; I was at work and couldn't wait any longer. Made the call again tonight just before 9pm thinking it would be slower...and I'm still on hold. For 44 minutes and counting.

Needless to say, this is NOT magical. I should not have to sit on hold for more than an hour to complete a transaction that is going to take less than 90 seconds to complete.

Anyone else having issues? I can't cancel online as far as I can tell, but is there any other option? Or a customer service email for reservations?

taylor3297 · 01-09-2013, 08:45 PM

Quote:

Originally Posted by Fantasmic303

Is there an issue with the WDW reservations line? I need to cancel a reservation (we made other arrangements and need to cancel our just-in-case night at POR) and I'm getting really annoyed. I tried calling from work earlier today and hung up after 20 minutes being on hold and not speaking to a human; I was at work and couldn't wait any longer. Made the call again tonight just before 9pm thinking it would be slower...and I'm still on hold. For 44 minutes and counting.

Needless to say, this is NOT magical. I should not have to sit on hold for more than an hour to complete a transaction that is going to take less than 90 seconds to complete.

Anyone else having issues? I can't cancel online as far as I can tell, but is there any other option? Or a customer service email for reservations?

With the new promotions that have come out recently, unfortunately the wait times on the phone have been long.

CanadianGuy · 01-09-2013, 08:57 PM

The general uselessness of the new Disney website is also adding to the problems. Reservations disappear or some never show up in the first place.

That's also causing phone jams.

Fantasmic303 · 01-09-2013, 08:59 PM

Thanks for the feedback - I guess? LOL

Still on hold and we're over an hour now. I just used the contact form on the website to voice my displeasure even though I know it won't do any good.

nictodisney · 01-09-2013, 09:02 PM

I had the same problem - several long waits then finally tried early in the morning and got right through. 6:45 am central

StillWorldlyWise · 01-09-2013, 09:05 PM

I too hung up after more than 20 minutes. I didn't plan to be on phone at all but it seems that you can no longer add flight info online - if someone knows how please share. That seems like it would be a really common issue that would cut out a lot of calls if available. Also, even though my reservation confirmation says I can pay online, I have not found the secret location for that either.

Fantasmic303 · 01-09-2013, 09:10 PM

Thanks for the tip, Nic - starting to think that I'll have to try that route, especially because I think they'll close for the night before I can talk to someone.

How is it possible that technology seems to be going backwards? Did someone reverse the Spaceship Earth track?

(PS - I have now heard the song from Canada four times. What was relaxing an hour ago is no longer pleasant.)

1:16:30 and counting....

chttyangel · 01-09-2013, 11:26 PM

I tried 3x today. The first 2 I waited over an hour before giving up. The third was just a bit ago and finally got thru after 40 mins. My whole call to make a simple change took 2 mins!

I will go to be singing "yo ho a pirates life for me tonight" after hearing it over and over.

Really wish you could mod reservations online!!!

NicPie · 01-09-2013, 11:28 PM

I had issues with the phones last week when I called. It was the day they were updating the website, called a few times and each time had a fairly long wait.

Speaking of the webiste.. is it nearly impossible to use on an iPhone for anyone else, or is that just me?

minnie mum · 01-09-2013, 11:44 PM

Yeah, the new website is actually WORSE than useless. I refuse to trust anything on it at the moment.

Between the new discount promotion and the website malfunctions causing people to phone to make corrections, the phones have been gridlocked for almost 2 weeks now.

If it's any consolation (and I know it isn't) I still remember the olden days before online booking. Long waits on the phone were the norm then too. So we're essentially right back where we were 10 years ago.

disneydreamkate · 01-10-2013, 06:44 AM

I was on hold for an hour and a half last night. My call wasn't answered until almost eleven and I called at 9:20!

Billinaz · 01-10-2013, 07:13 PM

The WDW website has been crippled for weeks. At first I could not access our reservation, and now the reservation shows up with no details. The cost, and balance due just isnt there.

Want to make a payment? Forget it.

I called and chatted several CSRs. I get told the same thing... that they are undergoing an enhancement.

If by enhancement they mean a broken and failed reservation system on the website then yes, they have achieved that.

How can a company as large as Disney not test their webpages and the links to the reservation system? When they realized it wasnt working, they should have reverted back to the working system until they finally got the bugs worked out of their "enhancement".

Fantasmic303 · 01-11-2013, 11:05 PM

Well, believe it or not, it does make me feel a little better that this actually DOES seem to be the norm right now - at least that means they might be working on a way to fix it, as opposed to it just being my bad luck!

I did finally get through a full hour and twenty minutes later. Actual length of call to get my reservation cancelled? Less than three minutes.

I definitely took the survey on the phone, followed up with the web survey, and wrote two emails. Will it help me? Probably not. But maybe they'll realize they need to traffic calls better...fast pass for reservations, perhaps?

twooley2 · 01-11-2013, 11:39 PM

Quote:

Originally Posted by minnie mum

Yeah, the new website is actually WORSE than useless. I refuse to trust anything on it at the moment.

Between the new discount promotion and the website malfunctions causing people to phone to make corrections, the phones have been gridlocked for almost 2 weeks now.

If it's any consolation (and I know it isn't) I still remember the olden days before online booking. Long waits on the phone were the norm then too. So we're essentially right back where we were 10 years ago.

LOL this is so true I was thinking also this is useless. Im reverting to the olden days and after this year taking a break from Disney and I truley used to love disney but its not the same and until the people get it fixed or the knowledge in their minds how to fix it and they do away with the incompetance Im truley done. Vacation should not be this frustrating

fall08CP · 01-12-2013, 12:22 AM

In theme parks + attractions some posters are saying they were on hold for over 2 hours. I can't imagine.

01-09-2013, 08:43 PM	#1
Fantasmic303 Is interested in a Disney Career...but will have to work her way up like the Tag Fairy!! ;) Pour some sugar on me Well, put some CLOTHES on then!! Join Date: Jan 2003 Location: CT Posts: 1,872	Ridiculous phone reservation wait time? Is there an issue with the WDW reservations line? I need to cancel a reservation (we made other arrangements and need to cancel our just-in-case night at POR) and I'm getting really annoyed. I tried calling from work earlier today and hung up after 20 minutes being on hold and not speaking to a human; I was at work and couldn't wait any longer. Made the call again tonight just before 9pm thinking it would be slower...and I'm still on hold. For 44 minutes and counting. Needless to say, this is NOT magical. I should not have to sit on hold for more than an hour to complete a transaction that is going to take less than 90 seconds to complete. Anyone else having issues? I can't cancel online as far as I can tell, but is there any other option? Or a customer service email for reservations? __________________ Kylene

01-09-2013, 08:57 PM	#3
CanadianGuy Me and My Posse doing our New Kids on the Block moves at PI Join Date: Apr 2006 Location: New Brunswick Posts: 15,491	The general uselessness of the new Disney website is also adding to the problems. Reservations disappear or some never show up in the first place. That's also causing phone jams. __________________ Everything You Need to Know About Discount Codes & PINS For Disney Resorts 06/1995 - All Star Music \| 11/1998 - Wilderness Lodge \| 10/1999 - Disneyland 06/2006 - Pop Century \| 03/2007 - Pop Century \| 06/2007 - Coronado Springs 12/2007 - All Star Sports \| 06/2008 - Pop Century \| 09/2008 - All Star Sports 06/2010 - Swan \| 06/2012 - Dolphin \| 01/2013 - All Star Sports

01-09-2013, 08:59 PM	#4
Fantasmic303 Is interested in a Disney Career...but will have to work her way up like the Tag Fairy!! ;) Pour some sugar on me Well, put some CLOTHES on then!! Join Date: Jan 2003 Location: CT Posts: 1,872	Thanks for the feedback - I guess? LOL Still on hold and we're over an hour now. I just used the contact form on the website to voice my displeasure even though I know it won't do any good. __________________ Kylene

01-09-2013, 09:02 PM	#5
nictodisney Mouseketeer Join Date: May 2005 Posts: 124	had same problem I had the same problem - several long waits then finally tried early in the morning and got right through. 6:45 am central

01-09-2013, 09:05 PM	#6
StillWorldlyWise Earning My Ears Join Date: Jan 2013 Posts: 37	WHAT happened to the website I too hung up after more than 20 minutes. I didn't plan to be on phone at all but it seems that you can no longer add flight info online - if someone knows how please share. That seems like it would be a really common issue that would cut out a lot of calls if available. Also, even though my reservation confirmation says I can pay online, I have not found the secret location for that either.

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01-09-2013, 09:10 PM	#7
Fantasmic303 Is interested in a Disney Career...but will have to work her way up like the Tag Fairy!! ;) Pour some sugar on me Well, put some CLOTHES on then!! Join Date: Jan 2003 Location: CT Posts: 1,872	Thanks for the tip, Nic - starting to think that I'll have to try that route, especially because I think they'll close for the night before I can talk to someone. How is it possible that technology seems to be going backwards? Did someone reverse the Spaceship Earth track? (PS - I have now heard the song from Canada four times. What was relaxing an hour ago is no longer pleasant.) 1:16:30 and counting.... __________________ Kylene

01-09-2013, 11:26 PM	#8
chttyangel Mouseketeer Join Date: Mar 2010 Posts: 218	I tried 3x today. The first 2 I waited over an hour before giving up. The third was just a bit ago and finally got thru after 40 mins. My whole call to make a simple change took 2 mins! I will go to be singing "yo ho a pirates life for me tonight" after hearing it over and over. Really wish you could mod reservations online!!! __________________ Disneyland: 1986, June 1994 (Grad Night), March 2001(spring break), March 2004 (spring break), November 2007, March 2009, April 2012 (spring break), November 2012 (holiday trip) So Cal; October 2005 Upcoming Trip; DISNEYWORLD Summer 2013

01-09-2013, 11:28 PM	#9
NicPie Mouseketeer Join Date: Jan 2013 Location: Delaware Posts: 138	I had issues with the phones last week when I called. It was the day they were updating the website, called a few times and each time had a fairly long wait. Speaking of the webiste.. is it nearly impossible to use on an iPhone for anyone else, or is that just me?

01-09-2013, 11:44 PM	#10
minnie mum Unapologetic Disney Fan(atic) Join Date: Mar 2011 Location: WAY too far north Posts: 8,148	Yeah, the new website is actually WORSE than useless. I refuse to trust anything on it at the moment. Between the new discount promotion and the website malfunctions causing people to phone to make corrections, the phones have been gridlocked for almost 2 weeks now. If it's any consolation (and I know it isn't) I still remember the olden days before online booking. Long waits on the phone were the norm then too. So we're essentially right back where we were 10 years ago.

01-10-2013, 06:44 AM	#11
disneydreamkate DIS Veteran Join Date: Jan 2008 Location: Buffalo, NY Posts: 526	I was on hold for an hour and a half last night. My call wasn't answered until almost eleven and I called at 9:20! __________________ 04/1979 Off site 04/2008 POR (Mansions) 01/2010 FW Campground (Cabins) 01/2011 AKL 10/2011 POFQ 1st F&W Festival! 01/2013 AKL 11/2013 TBD!

01-10-2013, 07:13 PM	#12
Billinaz Waiting to spend time in our home away from home.. cabin 12506! Join Date: Apr 2003 Location: Goodyear, AZ (LI Refugee!) Posts: 1,904	The WDW website has been crippled for weeks. At first I could not access our reservation, and now the reservation shows up with no details. The cost, and balance due just isnt there. Want to make a payment? Forget it. I called and chatted several CSRs. I get told the same thing... that they are undergoing an enhancement. If by enhancement they mean a broken and failed reservation system on the website then yes, they have achieved that. How can a company as large as Disney not test their webpages and the links to the reservation system? When they realized it wasnt working, they should have reverted back to the working system until they finally got the bugs worked out of their "enhancement". __________________ FUTURE CRUISES 03/08/2014 Fantasy Cabin 12506- 7 Night Eastern PAST CRUISES (11) 02/11/2004 Wonder Cabin 8532 - 4 Night Bahamas 02/03/2005 Wonder Cabin 8532 - 3 Day WDW and 4 Night Bahamas 02/04/2006 Magic Cabin 8532 - 7 Night Eastern 02/01/2007 Wonder Cabin 8532 - 4 Night Bahamas 02/04/2007 Wonder Cabin 8532 - 3 Night Bahamas 02/23/2007 Grand Californian Concierge and DL MVMCP 02/08/2008 Magic Cabin 8532 - 7 Night Eastern 02/07/2009 Magic Cabin 8532 - 7 Night Western 02/07/2010 Wonder Cabin 8532 - 4 Night Bahamas 02/27/2011 Dream Cabin 12506- & Cabana #3 Inaugural 4Night Bahamas 03/03/2011 Dream Cabin 12506- Missed CC - Inaugural 3 Night Bahamas 04/21/2012 Fantasy Cabin 12506 & Cabana #4- Inaugural 7 Night Eastern 04/20/2013 WDW Poly & Fantasy Cabin 12506 & Cabana 4- 7 Night Eastern

01-11-2013, 11:05 PM	#13
Fantasmic303 Is interested in a Disney Career...but will have to work her way up like the Tag Fairy!! ;) Pour some sugar on me Well, put some CLOTHES on then!! Join Date: Jan 2003 Location: CT Posts: 1,872	Well, believe it or not, it does make me feel a little better that this actually DOES seem to be the norm right now - at least that means they might be working on a way to fix it, as opposed to it just being my bad luck! I did finally get through a full hour and twenty minutes later. Actual length of call to get my reservation cancelled? Less than three minutes. I definitely took the survey on the phone, followed up with the web survey, and wrote two emails. Will it help me? Probably not. But maybe they'll realize they need to traffic calls better...fast pass for reservations, perhaps? __________________ Kylene

01-12-2013, 12:22 AM	#15
fall08CP Cheesehead Join Date: Feb 2008 Location: If home is where your heart is: Titletown, USA. Posts: 2,452	In theme parks + attractions some posters are saying they were on hold for over 2 hours. I can't imagine. __________________ I'm what Willis was talking about.

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