Where to send a formal complaint?

[cgolf]

We've always made sure our allergies were noted on our reservation. Before our sailings, we've double and triple checked to ensure they were noted. On the first day we always go to ensure sure that our allergies are noted. I guess we just have bad luck or something.

The magical experiences and awesome food experiences definitely outweigh the few issues we've had.

I told our TA multiple times to let Disney know (when I called Disney to be sure it was noted they had no idea!!) So I called Disney and did the forms well before we sailed!
Apparently we fell thru the cracks despite all that

Sorry that this happened to both of you. We have had such good luck with them bending over backwards to help me out, it is sometimes hard to believe that it doesn't always happen that way for everyone. I do believe that once you become a repeat cruiser, that the tag will always stay with the person in the group with the allergy, so hopefully future cruises will go better. If I remember correctly the first time we noted the allergy we were booked through Disney with no travel agent, not sure that it mattered, except we personally had to handle setting up the allergy info so we knew it got done.

cgolf

 

[chimpwars]

This is something I'm worried about. My TA assured me she noted it but I don't see it on my paperwork. She also makes me nervous because she keeps messing up when we ask questions or when she tries to refer to us by name (but the names aren't ours ) Did you just call the main line?

wonder if we had the same TA!!! (she never addressed my name but ?'s were never really answered or later I found out the info was incorrect)
Yes I just called the main DCL line and the lady I talked to seemed great!!

 

[chimpwars]

Sorry that this happened to both of you. We have had such good luck with them bending over backwards to help me out, it is sometimes hard to believe that it doesn't always happen that way for everyone. I do believe that once you become a repeat cruiser, that the tag will always stay with the person in the group with the allergy, so hopefully future cruises will go better. If I remember correctly the first time we noted the allergy we were booked through Disney with no travel agent, not sure that it mattered, except we personally had to handle setting up the allergy info so we knew it got done.

cgolf

I was thinking later if we went again, maybe I could start a thread and ask who with allergies had great servers and request a specific server (someone who understands allergies)

 

[stichandangel]

I would like to say to "op" i am truly sorry that these events happens to you. No one here at Disney , DCL, Dl , ever wana see a guest sad, upset, or angry. We all strive to bring the most magic we can to each and every guest we meet. So if you do not hear anything back I'm sorry but you are not unheard. I do wish that you have a magical new year.

 

[kcashner]

The newer ships both have separate allergy kitchens where they make the specialized meals to avoid cross-contamination. I've heard the older ships don't, which makes them not as well equipped for allergies. My DS has a peanut allergy and my DH has a gluten allergy, we've been on both the Dream and the Fantasy with no problems...

Not quite true. The new ships indeed have a separate "allergy kitchen." The classic ships have a special area devoted exclusively to preparation of meals for guests with allergies, but it is a restricted area within the main galley rather than a totally separate room.

The allergy kitchen on the new ships obviously has ingredients that may not be safe for some--they prepare food for people with nut, egg, milk, etc. allergies all within the same allergy kitchen. The point is that by using a restricted area or separate room, they are saying to everyone in that area that this is a special situation. Does it become more safe or special because there is a wall? Maybe. But I suspect that the designated area accomplishes the same thing.

It isn't as if allergy meals on the classic ships are made side by side with the regular meals--they are not. It is like "This is the allergy kitchen" separated by walls vs. "This is the allergy preparation area."

 

[juliebug1997]

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

Since coming to this part of the board for our first cruise, I have read multiple times that they take the comment card very seriously. I mean if they fire a CM based on a slightly unhappy guest, then I would think that they would take anything you put on that card very seriously.

 

[hoff41]

I don't always have complaints, but when I do I give them through snail mail

-the most interesting cruiser in the world

But seriously when I do it through snail mail I always get a response and have gotten OBC.

 

[sarahandgreg]

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.

 

[mareeld86]

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

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.

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

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.