8/17/08 Captain Jack's Repossession Repo Cruise to PC thru TPC Part 15

[Sarah's Dad]

Hey EB - just got this email, and am sharing it - if it already has been shared, sorry. Don't think I feel much better with this response though . . .

8/3/2007

Dear John:

Thank you for your e-mail to Tom McAlpin, President, Disney Cruise
Line®.

We also truly regret your disappointment with the recent change in the
toll structure to transit the Panama Canal. Government Tax and Fee
adjustments like this are common within the cruise industry and occur
when there is a change in the per person tax amount.

As a matter of practice, Disney Cruise Line follows the same protocol as
the rest of the cruise industry by charging guests for Government Taxes
and Fees. The $100 fee charged by the Panama Canal Authority is a brand
new per person fee approved by the Panama government on April 25, 2007.
Disney Cruise Line consistently charges guests for these types of taxes
and fees.

While we understand that this increase was unexpected, the previous
tonnage charge to transit the Panama Canal was never an itemized per
person charge, and the voyage fare for your vacation remains the same.
That said, we will be enhancing these two voyages to make them even more
special for our guests considering this recent increase and hope that
you will be onboard for all the fun and festivities.

We look forward to welcoming you aboard the Disney Magic for this
extremely popular itinerary next year.

Sincerely,

Joseph
Executive Correspondent
Disney Cruise Line

The response is insulting; just because the tonnage charge wasn't itemized doesn't mean it can't be deciphered by a first grader with a dollar store calculator.

Besides, we have no way of knowing what was planned on the ship so we can't quantify the additional activities that are allegedly taking place based on our disappointment.

 

[darthrugby]

YW

Have fun at the game this weekend, say hi to everyone for me and tell them we miss them!

Will do!

 

[goofyforlife]

II cleaned it out. Sorry I didn't realize it was full. I sure wish there was a way to get more in there! Such a small limited amount allowed in there and I really like to keep some of the old PMs so I can remember who I talked to about what-yanno?

100 is full limit... Realize that the 100 is from messages not only ones you recieve but sent ones too...sometimes it is enough for me to just clean out my sent items folder.

The 3rd ever Mickey Ice Cream Speed Eating Challenge event is still accepting staff volunteers. It's a regular revolving door here... <chuckles>

Maybe we can even have the CM's bring a case to deck 7 for us.

If you get a ST division my DD will so be the champ....

I'd join in but any more than one at one time would probably make me ill since my surgery.

(and if I don't win it- I'm sure one of my children otherwise known as bottomless pits or "fastest eaters in the west" will win it. I'd lay money on it! )

Is that a challenge than Shelley.....? My ST can out eat your ST.

It may be a decision we have to make as well- just depends. Our daughter will be starting highschool that year also and well... it all depends on when they are starting school on how many days she'll miss and it will also depend on "things".

My dd Starts HS this yr with 9th grade. We start classes the 27th, just got handout reguarding fall sports, and their class schedules on the 1st....

CRIKES!!! some of the teams have practicing all summer leading to try outs in a couple weeks.....

I guess they don't want freshmen to play any fall sports...

It's kinda a mute point with Devon having a stress fracture in her ankle.

Oh well there's always clubs...

 

[tom31b]

just because the tonnage charge wasn't itemized doesn't mean it can't be deciphered by a first grader with a dollar store calculator.

Besides, we have no way of knowing what was planned on the ship so we quantify the additional activities that are allegedly taking place based on our disappointment.

What it means is they are making extra profit on the trip.

And, DCL holds all the cards in this game. I guess we can compare it to the 2005 crossing and see if its above and beyond that.

 

[Sarah's Dad]

I also received the same form letter from Joseph at DCL; here is my response.

Joseph:

Respectfully, Disney Cruise Line’s response is insulting; just because the tonnage charge wasn't itemized doesn't mean it can't be deciphered.

Furthermore, we have no way of knowing what was planned on the ship so we can't quantify the additional activities that are allegedly taking place based on our disappointment.

Below is a response directly from the Panama Canal Authority which clearly illustrates the replacing of one tax model for another so DCL has charged their passengers twice for the transit tax by adding the entire $100 amount instead of calculating the difference between the two tax models.

<Email quote>

From our Office of General Counsel, attorney (name deleted) has
responded to your information request:

This is in response to your inquiry regarding payment of tolls by the M/V DISNEY MAGIC for her transits through the Panama Canal.

First, we must inform you that our regulations prohibit us from providing information regarding our customers to third parties; therefore, we are unable to provide you with a response to your specific inquiry regarding payments by the DISNEY MAGIC to the ACP.

Concerning, the new per berth option, ACP's new regulation regarding tolls for passenger vessels based upon maximum passenger capacity replaced the existing tonnage basis system under certain cases only as stated in Agreement No. 140 of June 2007.

We hope this responds to your inquiry.

Regards,

(Name Deleted)
Panama Canal Authority
Corporate Communications

</End of email quote>

DCL has to realize in the "age of the Internet" that people will do research, information is available, and the truth will be discovered which it has.

Some travel agents have offered to double onboard credits to off-set this travesty, but others have not so that further "rubs salt in the wound" of your clients.

Disappointment is a major understatement; this is a matter of losing faith in a company you have trusted for years.

Regards,

Jeffrey

 

[goofyforlife]

Dear John:

That said, we will be enhancing these two voyages to make them even more
special for our guests considering this recent increase and hope that
you will be onboard for all the fun and festivities.

So i'm hoping that means they're giving out $200,000 worth of free drinks then to make me forget why i paid an extra $300.....

 

[Esteri]

Got my response too. Notice that mine was personalized - so I know that someone actually read my email...

8/3/2007

Dear Esteri:

Thank you for your e-mail to Tom McAlpin, President, Disney Cruise
Line®.

We appreciate your kind words for your travel agency and are pleased you
shared those thoughts with us as well.

We truly regret your disappointment with the recent change in the toll
structure to transit the Panama Canal. Government Tax and Fee
adjustments like this are common within the cruise industry and occur
when there is a change in the per person tax amount.

As a matter of practice, Disney Cruise Line follows the same protocol as
the rest of the cruise industry by charging guests for Government Taxes
and Fees. The $100 fee charged by the Panama Canal Authority is a brand
new per person fee approved by the Panama government on April 25, 2007.
Disney Cruise Line consistently charges guests for these types of taxes
and fees.

While we understand that this increase was unexpected, the previous
tonnage charge to transit the Panama Canal was never an itemized per
person charge, and the voyage fare for your vacation remains the same.
That said, we will be enhancing these two voyages to make them even more
special for our guests considering this recent increase and hope that
you will be onboard for all the fun and festivities.

We look forward to welcoming you aboard the Disney Magic for this
extremely popular itinerary next year.

Sincerely,

Joseph
Executive Correspondent
Disney Cruise Line

So here's how I'm interpreting this. "Our financial controls will not allow us to back out the cost that was included in the cruise fare. Our financial policies require us to itemize all government taxes. So here we are." Having been up close and personal with the financial systems of a corporation as big as Disney in my current job - this is completely believable - though no major corporation would ever admit to this...

I'm rather curious to see what kinds of enhancements they'll make to make the cruise even more special. Well, guess I'll have to go to find out.

At least they've improved their tone, and are providing more intelligent responses. But I wouldn't say they've recovered completely.

 

[Sarah's Dad]

What it means is they are making extra profit on the trip.

And, DCL holds all the cards in this game. I guess we can compare it to the 2005 crossing and see if its above and beyond that.

Yes, I understand that, but it doesn't mean I am not going to make them think I am happy with the decision.

They are making it seem like they are just passing along an increase that was passed onto to them which is absolute BULL****!

 

[Sarah's Dad]

I'm rather curious to see what kinds of enhancements they'll make to make the cruise even more special. Well, guess I'll have to go to find out.

See, this part also bothers me because they can say, "this activity wasn't part of the original list of activities; we added it based on your disappointment" and we would have know way of knowing.

Like I said, we can't quantify the allege additions.

 

[tom31b]

So i'm hoping that means they're giving out $200,000 worth of free drinks then to make me forget why i paid an extra $300.....

Free drinks the whole trip!!! That's "extra special"

 

[tom31b]

Got my response too. Notice that mine was personalized - so I know that someone actually read my email...

Well, consider this...

My e-mail makes my return address/name as "Tom" but when I 'signed' the letter, I used "Thomas".

They replied to "Tom" so I guess they didn't read the letter beyond the RE line and just used the e-mail name for their spreadsheet.....

Since I 'signed' with with firstname lastname the proper business response should have been Dear Mr. lastname

So here's how I'm interpreting this. "Our financial controls will not allow us to back out the cost that was included in the cruise fare. Our financial policies require us to itemize all government taxes. So here we are." Having been up close and personal with the financial systems of a corporation as big as Disney in my current job - this is completely believable - though no major corporation would ever admit to this...
At least they've improved their tone, and are providing more intelligent responses. But I wouldn't say they've recovered completely.

Of course, a truly customer friendly approach would have been "we decided to absorb 1/2 this cost" or "while we need to charge the full cost for accounting purposes, we are crediting each stateroom $50 per person OBC..."

 

[buckifan]

Of course, a truly customer friendly approach would have been "we decided to absorb 1/2 this cost" or "while we need to charge the full cost for accounting purposes, we are crediting each stateroom $50 per person OBC..."

ITA....come on now, would $50 OBC for each stateroom kill them? It would be a very small gesture on their part, but I'd respect them so much more.

 

[Sarah's Dad]

ITA....come on now, would $50 OBC for each stateroom kill them? It would be a very small gesture on their part, but I'd respect them so much more.

I still think they are pleading "innocence"; they're not saying they did anything wrong, but are being "nice guys" because we are disappointed and giving us additional activities.

First and foremost, they have to admit an indiscretion to restore faith which I don't see in our future.

 

[GoofyontheHiSeas]

Got my mass mail response this morning as well. What is insulting about it is that we are dissappointed in the recent change in the tax. We are not disappointed in the tax, we all have to pay it, we are disappointed in them keeping the previous tax money. With over a year to go, I am sure that their thoughts are that we will forget about this when the time comes to sail. Anyway here is your Panama Canal enhanced bonus.

 

[goofyforlife]

Think if i ordered 300 of those through room service...anyone would know?

 

[Esteri]

Can anyone give me a simple explanation on the postcard thread "Pay if Forward" thing?
Do I buy postcards and have the characters sign them and then mail them? I would be happy to do this on my 4 day cruise the 1st of Sept. for a few people.

Pay it Forward is when you collect up some names, addresses, and a little personal information (via PM) of some folks who are going on a cruise (or trip to WDW) after you. Then, while you are there (at the cruise, or WDW) you get post cards, write a short message, and send them out.

Someone there before you does the same for you - if you wish. So, it's like one big chain.

When I did this I "forged" Mickey's signature on the postcard. I think the characters would have a hard time writing that small. But, it's a thought. (Andy, does an AWESOME Mickey - he's sent postcards to my boys twice now.)

Don't underestimate the impact these postcards can have. It's becasue of them that Issac thought all his birthday greetings came from the characters. And on our crise last year - he made a point of searching Mickey out to thank him for his postcard.

Are you kidding? no way would I volunteer to be staff. I intend to win that suckah.
(and if I don't win it- I'm sure one of my children otherwise known as bottomless pits or "fastest eaters in the west" will win it. I'd lay money on it! )

Must be nice. Mine are the world's slowest eaters. They don't eat, they DINE!

Oh I'm so sorry to hear you won't be on the cruise. I was looking forward to seeing you!
I totally understand your decision.
It may be a decision we have to make as well- just depends.

I'm so in tune with this decision, and how difficult it can be.

DS6 will be starting 1st grade - the day after Labor Day, so we won't miss it - though I wonder how in tune he'll be with it after racing home from the Disney Magic.

There is no missing the first day of 1st grade. The class is welcomed by the 2nd grade class with a rose, and the 12th graders each take one by the hand and show them where everything is on campus. A lot of the 12th graders continue the relationship over the year by popping into the 1st/2nd grade playground to say "Hi" to their special buddy.

Fortunately, we're not forced to make that choice. Because, like all of you - I know which way we'd choose.

Well, consider this...

My e-mail makes my return address/name as "Tom" but when I 'signed' the letter, I used "Thomas".

They replied to "Tom" so I guess they didn't read the letter beyond the RE line and just used the e-mail name for their spreadsheet.....

Since I 'signed' with with firstname lastname the proper business response should have been Dear Mr. lastname

I expect they were going for a more casual, friendly, tone. It's probably pretty embedded in their culture.

Besides, my praise for DU was buried at the end of the note - so they really did have to read down to find it. Which was, of course, intended.

Of course, a truly customer friendly approach would have been "we decided to absorb 1/2 this cost" or "while we need to charge the full cost for accounting purposes, we are crediting each stateroom $50 per person OBC..."

No arguments here. And that approach probably wouldn't run them afoul of their finance guys. Though they are quickly running out of time to make that sort of gesture. I'd guess if they didn't do it in the next week - it's be a case of too little, too late - and they'd be better off doing nothing at all.

I find it interesting that they're willing to burn so much goodwill. Definitely not behavior I would have expected from Disney.

 

[Esteri]

This one from Jakob (DS10)...


What did pirates originally call treasure?

Treasarrrrrrgggghhh!


Make this one last, I'll be offline until Sunday. Gotta go down to Vandenburg and do the Officer's Wife thing for Family Weekend at DH's reserve posting. Since it's his last weekend at this posting - we kinda gotta show.

 

[Sarah's Dad]

Joseph has already responded to me in regard to my email stating their response was insulting.

This just in...

Dear Jeffrey:

Thank you for your response to my e-mail message.

We sincerely regret your continued disappointment. Please know that
your concerns have been taken seriously.

Once again, we look forward to your 2008 voyage aboard the Disney Magic.

Sincerely,

Joseph
Executive Correspondent
Disney Cruise Line

 

[goofyforlife]

I find it interesting that they're willing to burn so much goodwill. Definitely not behavior I would have expected from Disney.

Gotta get 30% of the people to cancel somehow...

 

[goofyforlife]

This just in...

Dear Jeffrey:

Thank you for your response to my e-mail message.
We sincerely regret your continued disappointment. Please know that
your concerns have been taken seriously.
Once again, we look forward to your 2008 voyage aboard the Disney Magic.
Sincerely,
Joseph
Executive Correspondent
Disney Cruise Line

TRANSLATION:.... We really don't care... please cancel so that we can fill your cat 3 room with the 50 or so others already on the waiting list and can make more profit than we did with your family on tier 1 pricing. LUV, Mickey